Order Issues

We can understand how frustrating this can be! 

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• A small typo in the email address entered at the checkout
• Your order is still processing in our systems
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our PIVOT Team Players with the info below and we'll locate and resend your order confirmation. 

• First name and last name the order was placed under 
• Date when the order was placed 
• Payment method used 

Sometimes we make mistakes, and we apologise if you haven't received what you ordered.

Please follow the below steps to lodge a claim:

1. Lodge your claim from your Account. If you checked out as a guest, head to our guest Returns Portal
2. Follow the steps and select your reason for return (dispatch error)
3. Upload 3 photos to show the issue (product label, shoebox label and item(s) received)
4. Hit submit. Our PIVOT Team Players will review your claim
5. If approved, you'll be sent a follow-up email with further details.

Only received part of your order?

If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

How do I track the rest of my order?

If your order has been split, you will receive an email with your tracking details for each separate delivery.

Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our PIVOT Team Players below and we can provide you with tracking updates.