FREQUENTLY ASKED QUESTIONS
When you place an order, it goes straight to our distribution centre to allow for speedy delivery from us to you. For this reason, we cannot modify orders; this includes changing the delivery option, delivery address and payment method (so please double-check these details!).
If you've ordered something you no longer want, you can return most items for a full refund (less shipping) once you’ve received your order.
If your order relates to a pre sale item, please contact us and we will advice if changes can be made.
You’ll receive an automated confirmation email shortly after placing your order on the Official Cricket Shop. If you cannot find the email, occasionally emails get caught up lost in your junk/spam folder, so please check there.
If you still have not received your confirmation email, please contact us and we can send another out to you.
By ordering a pre-sale item, this item allows you to ensure you don't miss out on securing your favourite merchandise.
The estimated date of shipping will be displayed within the product description on the individual product page. Once your pre-sale item has been dispatched for delivery, you will receive a conformation email notifying you that your order has been shipped!
If you purchase a pre-sale item, or if your order contains a pre-sale item, your order will not be fulfilled and processed until the date specified for pre-sale items to be processed. Orders cannot be partially processed, if you would like all other items to be sent out before the estimated dispatch for pre-sale items, you will need to place them in a separate order.
To avoid mistakes, simply copy and paste the coupon code when checking out.
Our terms state that only one coupon can be used per order and do not apply to products which are already discounted or bundles (as these already offer a discount). Also please check that the promotion date is still valid as these are only activated for a limited and specific time period.
If you are still having trouble, please contact our customer service team who will be able to help you out.
Yes, it is extremely safe.
When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) encryption technology before being sent over the internet.
If you are still unsure about using your credit card to pay for your order, we do offer PayPal as an alternate payment method.
We accept VISA, MasterCard, AMEX, PayPal and AfterPay* payments.
* Afterpay is currently only available for Australian Orders. For full AfterPay terms and conditions please visit https://www.afterpay.com/en-AU/terms
Whilst every effort is taken to ensure all items in the store are always in stock, occasionally some items will be temporarily out of supply.
Please note: The products illustrated on this web site are as seen. The reproduction of colours is as accurate as photographic and computing processes will allow. Velocity Brand Management accept no responsibility for variances in colour or style due to the settings on the users monitor.
They reserve the right to alter without notice or prior warning, prices of products and conditions of sale.
DELIVERY & SHIPPING
Unfortunately no. Once you place your order, it is automatically inputted into our system so updates are not possible. Please take as much care as possible when entering your address.
Orders are dispatched between Monday and Friday (AEST/AED). We aim to ship all orders within 3 business days.
Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
Once your order has been dispatched, you will receive a dispatch email which states your tracking number.
Standard shipping for orders within Australia is $10.
For Australian deliveries, we use Australia Post. The below times are from the date of dispatch. We aim to dispatch all orders within 5 business day from the date of order.
State Standard Post:
NSW/ACT 2 - 3 business days
QLD/VIC/SA 3 - 4 business days
WA/TAS/NT 5 - 7 business days
Standard Shipping for order to New Zealand is $15. Orders to our friends across the ditch generally take 6 - 12 business days from dispatch due to delays caused by the COVID-19 virus.
For all other international deliveries, standard shipping is $25. Delivery times vary depending on the location but generally takes 20 - 25 business days from dispatch due to delays caused by the COVID-19 virus.
You sure can! As soon as your order is packed and ready to go you will receive an email notification with your tracking information. Keep in mind for some delivery services your tracking can take up to 7 hours to reflect your parcel's journey so don’t stress if you can’t see any movement straight away.
Your order will be left in a safe place at your address as determined by our delivery drivers. Please ensure our delivery drivers have safe access to your property. We cannot take responsibility for damaged packages or goods caused by pets once your order has been delivered (we know how much they love cricket balls!).
If you feel as though your parcel has taken longer than you thought to arrive, or if you believe it is lost/missing, please contact us. Our team will do its best to get in touch with the courier company to investigate the situation. In some instances, it may be easier for you to get in touch with the courier company if you know the tracking details. However, our goal will be to ensure you receive the items you paid for.
Each individual country has different customs and duties charges, and in the event that these charges are enforced it will be the responsibility of the person receiving the parcel to pay these charges.
The relevant local authorities may not release parcels until these charges are paid. It may be beneficial to clarify with your local authorities about these charges before placing an order.
Absolutely! If you are not 100% happy with your purchase, you are welcome to send it back for a refund (excluding freight costs).
Here are our simple rules of return:
- You have 30 days from purchase to return your item(s) back to our warehouse.
- Item(s) were not Final Sale at the time of purchase.
- Item(s) must be in the original packaging which must be in original condition.
- Item(s) must be unworn and unused with the original tags still attached.
For further instructions, please see our returns page.
We are so sorry to hear this - let's get this resolved as quickly as possible.
You can reach out to our friendly Customer Service Team via email or give us a call. Make sure you have your order number, email address and preferred outcome on hand ready to help us provide you with a quick resolution.
All refunds are reverse transactions back to the same payment method you used when you placed your order.
Your refund will be credited into the same account your payment came from. If you have cancelled the card connected to the account the funds should still go back to the account.
When we process a refund for your order and you have chosen to pay with afterpay, we notify afterpay of the amounts to be refunded which is then processed on their end. The refund amounts are taken off the last payment/s first. If at least one payment has been made in relation to your purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that you used to place the order. The bank may take 3-5 business days to refund the money to your card.
For example, let’s say you made a $400 purchase using Afterpay (i.e. 4 instalments of $100 each) and wish to return items worth $250. Once your return has been processed by us, we will notify Afterpay who will cancel your 3rd and 4th instalments of $100, and amend your 2nd instalment to $50.
International customers: please note that all transactions are completed in AUD which means depending on the current conversion rate, you may see a different refund value to your original order charge.