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FAQS

FAQs

PAYMENT:

When will I be charged for my order?

We will charge you via your nominated credit card or other selected payment method when your order is placed.

ORDERS AND DELIVERY

Can I place a phone order?

No, unfortunately at this stage we are unable to take telephone 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 also allows you to have the benefit of our payment gateway security features.

If I place my order now, when will I receive it?

The timing for delivery of your order depends on your location and which delivery option you choose. For an overview of all the shipping options we serve, please see our shipping and delivery policy here 

Can I cancel, change or add to my order after I have made it?

No, unfortunately we cannot cancel or make any changes an order once it has been accepted by us. This is because we quickly dispatch your order from our warehouse once we have confirmation of payment to ensure that our customers receive their products quicker than a forehand smash! Unfortunately, this does mean that we are unable to cancel, alter or otherwise change your order.

If you have placed an order but change your mind, you can simply walk away from the court and return the products to us (at your cost) for a full refund. You can find more information about returning a product by looking at our returns policy here

I want to order a pre-sale product!!

If your order relates to one of our pre-sale items, please bounce an email to enquiries@australianopenshop.com for assistance.

I’m not sure if my order is coming, I haven’t I received a confirmation email?

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 your couch, it might be lost in 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 accidently entered incorrectly.

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

Will my order arrive in the one delivery?

Occasionally, orders may need to be sourced and sent to you from different warehouse locations. If this is happens, your order might arrive to you in different packages, on different days, on different times or from more than one courier / delivery partner.

You will not have to pay for any extra costs or shipping charges should your order arrive in multiple deliveries.

Can I pick up my order?

While we hate being the bearer of bad news, unfortunately no, at this time we don’t offer pick-up or collection of orders placed online via our store. We recommend, in the meantime, you sip on a deuce and wait for that order to arrive in the post!

I might not be home to receive my order?

If you miss your delivery (fault!), our courier / delivery partners will leave information that explains how you can collect your package or organise for it to be redelivered to you.

It’s a great idea to track your order and keep up-to-date on its journey to you. For more information about monitoring the status of your order please see our Shipping and Delivery policy here

Do you have a size guide to help me select my product?  

Yes, we sure do! To see our size guides you can simply click the ‘Size Guide’ button on our product page. Our size guides show garment sizes, international conversions and measurements and will help you make sure the products you order will be a great fit for you, whether you’re a nimble point-chaser or a strapping first-server!

Please note, the sizing of some of our products may differ from others that are available on our site so please make sure that you refer to the specific size guide for the product(s) you are interested in ordering.

COUPON CODES, DISCOUNTS AND GIFT CARDS

Help! My coupon code/gift card won’t work – fault! – what is going wrong?!

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

RETURNS

Can I return my product?

We want you to love your purchase more than our ball kids love wearing those legionnaires hats, but if you don’t, or if you have simply changed your mind, you are welcome to send it back for an exchange or refund. We have a 30-day returns policy meaning that your return needs to be made within 30 days of purchase.

Please note that (without limiting your rights under the Australian Consumer Law) there are some situations where we unfortunately cannot accept change of mind returns including where products have been worn, the tags have been removed or the product is a personalised item.

For more information about returning your product, please see our returns policy

My order is faulty (even double-faulty!), damaged, incorrect or wrongly described. What should I do?

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.

SOMETHING OTHER THAN AN FAQ!

I have a question you haven’t answered!

For all other questions (or if you just want to provide us with some even better tennis puns than the ones we have on this website!) please email us on enquiries@australianopenshop.com.