Click & Collect

Yes, you need access to the Australian Open Precinct either with a ground pass or arena ticket.

Click & Collect orders average 24 hours to prepare for day 1 to 3 of the tournament. After that, we can have your order ready within 1 hour during opening hours of 10 am to 9 pm.

You will receive an email notification as soon as your order is ready for pickup.

No. You will receive a notification as soon as your order is packed and ready for pick up. However, you don't have to pick up straight away. We can hold your order for you. Just notify our team and let us know when you would prefer to pick up your merch: customer service team 

Unfortunately no. If you wish to orders some products for Click & Collect while you are at the tournament and then some products to ship home, please purchase as separate orders.

Shortly after you place your order you should receive an automated confirmation email from us. If this doesn't happen, please check your junk/spam folder as, like your old tennis socks down the back of the couch, it might be lost there!

Normally our confirmation emails arrive within minutes. However, if your confirmation email is taking a while to arrive, your email hosting provider or internet service provider may be dealing with a server fault (get it?!), experiencing delays or your email may have been entered incorrectly.

If you need assistance to confirm your order, find an error in your email address or account details or keen to partner up to play doubles please let us know at contact us.

Please note that your billing address must match the address on your credit card statement.

You can pick up your Click & Collect order from the Centrepiece flagship store at the Click & Collect register near the exit.

Please bring your confirmation email (either on your phone or printed out) and a valid ID.

When will I get charged for my order? We will charge you via your nominated credit card or other selected payment method when your order is placed.

No, unfortunately we don't currently take pone orders.

Don't worry though! Our website is an open court, super easy to use and you will be able to smash your order through our site.

Ordering through our website allows you to have the benefit of our payment gateway security features.

If you wish to cancel your Click & Collect order, please reach out to our customer service team and they will be able to assist you with any changes or refunds.

Shipping/Delivery:

What are my shipping options? 

We offer standard shipping within Australia and standard shipping for international orders sent outside of Australia.

We also offer free standard shipping anywhere in Australia when you spend $99 or more in a single transaction.

How much will shipping be and when will my delivery arrive?

All orders are processed by our warehouse within 1 to 3 business days (excluding weekends and holidays) following receipt of your order confirmation email. You will receive further notifications once your order has been fulfilled and dispatched.

The table below sets out shipping costs and estimated delivery times:

Tennis Lab - Bulky Items (Racquets and Tennis Bags)

Whilst we’ll do our absolute best to meet the above delivery times, please note that some delivery times may be different for pre-order products. Delivery may also take longer when we have promotional events, sales or offers.

For orders shipped within Australia the estimated delivery times we have listed apply to capital cities and major regional centres only, delivery to locations outside these areas may take longer.

Orders shipped outside Australia may be delayed or take longer to arrive due to international customs processes. For international orders exceeding 20kg, an additional fee will apply.

I’m located outside of Australia - will I need to pay customs fees?

International orders may incur additional tax, tariffs, duties and/or customs charges when they arrive to your location. It is your responsibility to pay any additional tax, tariff, duty or customs charges. We advise that you check with your local authorities to see if any import charges may apply before you place an Order.

How can I track my order?

You will receive an email from us when your order has been dispatched and is on its way to you! This email will contain tracking details, and you will be able to click a link to receive updates on the delivery status of your order.  

Returns:

Consumer guarantees

You have rights under the Australian Consumer Law and nothing within our returns policy will restrict, exclude or modify your consumer rights under the Australian Consumer Law.

What is your returns policy?

Faulty, damaged, wrongly described or incorrect products

If your product has a fault, is damaged, was wrongly described or if we have accidently sent you the wrong product, please contact us at enquiries@australianopenshop.com as soon as possible and we will get in touch with you to resolve the issue. We may ask for images or other information to assess the fault. 

If the fault is confirmed, we will either replace or repair the product, if possible, or refund you the purchase price of the product. We will pay for the shipping / freight costs to have the faulty product swiftly returned to us, and the replacement or repaired product sent back to you.

If the product has a major fault, you are entitled to choose if you want us to replace or repair it, if possible, or refund you the purchase price of the product.

How can I return a product?

You can serve us a return by following the simple steps set out below:

1. Let us know you’d like to return your product: lodge your return with our customer service team by emailing enquiries@australianopenshop.com.
2. Complete and print the Exchange and Return form here.
3. Post back your product: please wrap up your products with the Exchange and Returns form secured inside.
   AO Shop Returns
   6 Chifley Drive
   Moorabbin Airport VIC 3194

Please ensure that you lodge your return with our customer service team at enquiries@australianopenshop.com before sending any products back to us. Returns that aren’t lodged with us first will not be processed.

How can I check if you have received my returned products?

Once you have shipped back your products please allow up to 30 days (this may vary depending on your location and your request) for us to confirm that we have received your return and are processing your refund or exchange.

If you have not heard from us within this time, you can contact our customer service team for an update at enquiries@australianopenshop.com.

How will my payment be refunded?

All refunds from the Australian Open online shop will be returned via the same payment method you used when you placed your order.

We will notify you once we have processed your refund via email to the email address you provided when your order was made or that is registered to your account within 7 - 10 days of receipt of your email.

If you are having trouble applying a coupon code or discount or redeeming a gift card, you can email us assistance at enquiries@australianopenshop.com

Even the best of us have a bad match! In the unlikely event that your product is damaged, faulty, was wrongly described or is not what you ordered, please contact the customer service team at enquiries@australianopenshop.com for assistance.

If your item is confirmed as faulty, damaged or incorrect we will be happy to provide you with a full refund including shipping.