Order Issues

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

Please follow the below steps to lodge a claim:

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

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.