Order Issues

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

Please contact our PIVOT Team Players here to organise a solution.*

*When lodging a request, please provide us with the below as this will help to speed up the process.

• Proof of purchase (order confirmation will do)
• Photos of the incorrect item(s)
• Photos of the shoebox displaying the product description.

Our PIVOT Team Players will advise the next steps.

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!

How does it work? 

If your order has been split into two parts, once your first item is dispatched you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time and your orders will likely arrive at different times.