1. MY PAYMENT HAS BEEN DECLINED

Please double check that the account details you supplied (including the expiry date, card type and CCV number) are all correct.

Alternatively, you can enter the details of another card and try again.

If the problem persists you can contact your bank for details of why the payment was declined.

2. I’M NOT SURE IF MY PAYMENT WENT THROUGH, HOW CAN I CHECK?

If the order confirmation page appeared after your payment and you received an order confirmation email then your payment has gone through.

If you’re still unsure, please check your bank statement for any charges or contact us.

3. CAN I CHANGE OR CANCEL MY ORDER?

Once your order has been placed, we cannot make any alternations to it.

If you have changed your mind, we can cancel orders and process a full refund to your original method of payment.

Alternatively, you are able to return your items once you receive the parcel to your nearest store or back to our online store.

4. WHAT DO I DO IF I HAVENT RECEIVED MY ORDER CONFIRMATION EMAIL?

Once you submit payment, you will receive an email to confirm your order. If you don’t receive this, be sure to check your junk or spam folder.

 

If you are unable to locate your order confirmation email, please contact us.

5. I CAN’T SIGN INTO MY ACCOUNT?

If you’re having trouble signing in with your email address or password, please check you’re using the same email address and password you used when you created your account.

 

If you can't remember your password, please click the ‘Forgotten password?’ link and an email will be sent to you with instructions on how to change your password.

 

You can also change your password, email address or any of your other details by logging in to your account.

 

If you’re still having problems signing in to your account you may need to delete your cookies. A cookie is information stored by a user’s web browser and sometimes needs to be deleted to view a site properly.

Every browser has a different way of deleting your cookies. If you need help deleting your cookies please contact us.

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6. I AM HAVING PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE.

If you’re having problems, we suggest you check you have the latest updates for your operating system and the latest version browser installed.

If you’re still having problems, please contact us and we’ll try to help you. To help us resolve your issue, please include as many of the following details as possible:

 

  • Your Operating System (e.g. Windows 7, Mac OS X.)
  • Internet Browser (Internet Explorer, Chrome, Firefox, Safari)
  • The URL you were trying to access (e.g. http://www.sportsgirl.com.au/FAQs)
  • When the problem occurred

Please include any screenshots where applicable and send to enquiries@sportsgirl.com.au

7. HOW DO I SUBSCRIBE TO SPORTSGIRL EMAILS?

To sign up to receive Sportsgirl emails, please enter your details at the bottom of the page in the Email Sign Up section. 

Please be aware that signing up for our email updates is not the same as creating an online account for online shopping.

8. HOW DO I USE A PROMO CODE ONLINE?

From time to time, we have online offers that are redeemable by entering a promo code.

 

To redeem an online offer, enter your promo code into the promo code box, which you will find on the My Bag or Checkout page. If the promo code you are entering is not working, please check that it is still valid and not out of date.

9. HOW DO I UPDATE MY PERSONAL DETAILS?

To update any of your personal details, please log in to your account and edit your personal information.

 

If you are having trouble, please call us on 1300 250 100, 9am-5pm AEST, Monday-Friday or contact us

10. HOW DO I CHECK IF I AM SUBSCRIBED?

If you have an account you can check your mail and email settings from within your account.

 

Once you have signed in, go to “Manage My Subscriptions”. You will be able to see what lists you are subscribed to.

11. DOES SPORTSGIRL HAVE A REWARDS OR VIP PROGRAM?

Not right now but watch this space and be sure to follow us on social media and sign up for our newsletter so you can be first to hear about flash offers, collection previews and exclusive fashion content!

12. I AM HAVING TROUBLE WITH MY SHOPPING BAG

Any item you add to your shopping bag will be reserved for you for 30 minutes so you can continue shopping. After 30 minutes, the item will be removed from your bag and other customers will be able to buy it.

If you’re still having problems with your shopping bag, please contact us.

13. HOW SAFE IS SHOPPING ONLINE?

Protecting your personal information is extremely important to us, so you can shop assured in the knowledge that our site is secure.

We use one of the most secure online ordering systems available and we’re constantly improving our software so we can offer you the highest possible security at all times.

We use industry-standard Secure Sockets Layer (SSL) technology which enables sensitive information such as your name, address and other critically sensitive information like your credit card details to be encrypted. Information passed between your computer and our site can’t be read if someone else intercepts it. This technology includes:

  • Authentication - this tells your browser your data is being sent to the correct computer server, and that the server is secure.
  • Encryption - this encodes the data, so it can’t be read by anyone other than the secure server.
  • Data Integrity - this checks the data being transferred hasn’t been altered.

Please also note that we do not sell or trade your personal information to any third party organisations or individuals.

For more information about your privacy, please see our Privacy Policy.

 

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