We’ve put together a list of answers to the most common questions we receive about ordering Valour sportswear online.
ONLINE ORDERING FREQUENTLY ASKED QUESTIONS
ORDERING AND PAYMENTS
Do you have a shop where I can view your garments?
Unfortunately, we don't have a shop front and are not able to assist members of the public in our warehouse. All orders are placed online and sent to your selected address.
How do I use your size charts?
Our size charts are based on garment measurements. You can see a guide on how to use our size charts here.
My password is not working for a locked collection/What is the password to this collection!
Valour is not authorised to distribute locked shop passwords, please contact your club/association for pasword details.
Can I place an order over the phone?
Yes, call us on 1300 VALOUR or 02 8677 8559 Monday to Friday between 9am and 4pm.
Do I have to create an account to checkout?
No, if you do not wish to create an account you can use the guest checkout option.
What payment methods do you accept?
We accept the following payment methods:
Visa, Mastercard, AfterPay, Google Pay, PayPal
What if my credit card shows multiple charges?
Please contact our Customer Care team on 1300 VALOUR or send a screen shot of the statement and email to online@valoursport.com.au for further assistance.
Please note, the payment page will only process the payment once. If you see multiple charges on your card then you may have:
a) clicked 'submit' more than once at the checkout stage due to poor internet connection
b) moved back to update and/or change your order or details.
What does it mean when I get Merchant ID Invalid Error Message?
When you choose PayPal as a payment method, Valour passes on the shipping address for validation. The address for shipping must match the address for payment on your PayPal account to process successfully. This is to ensure your security and minimise fraudulent transactions.
DELIVERY
Can I come to the warehouse to collect my order?
Unfortunately, we don't have a shop front and are not able to assist members of the public in our warehouse. Your order will be delivered to your selected address once it has been processed.
How much does shipping cost?
Local Standard Shipping 5-7 days
We offer $15 flat rate shipping on orders under $150. Orders over $150 receive free shipping.
Express shipping is charged at $25 per order over 1-4 days.
Standard International Shipping 6-27 days
0.001g–1000g $30.00 AUD
1001g–2000g $40.00 AUD
2001g–3000g $50.00 AUD
3001g–10000g $60.00 AUD
10001g and up $70.00 AUD
What delivery service do you use?
Our main couriers are Couriers Please and AusPost. Orders typically arrive in 5-7 days. Other couriers may be used if your address is outside our usual delivery zone. You’ll receive tracking notifications via email so you’ll know exactly when your parcel will arrive. Please check your spam mail if you cannot find this message.
Do you ship Internationally?
Yes! We currently ship to New Zealand, the UK, many European Countries and the USA. More destinations will be added soon.
I need information about my PSSA order.
Valour does not run the PSSA store or fulfill PSSA orders. Please use the relevant contacts on https://nswpssa.schoolsport.com.au/ for information about your order.
How can I track the status of my order?
Tracking information will be sent once your order is shipped via Shippit and a tracking number will be provided to you in the email confirmation. Please check your spam messages if you are not able to locate this message.
Where is my order?
We will email you an order confirmation as soon as your order has been placed and payment has been approved. You will receive another email when your order is picked up by our couriers. If it has been more than 5 business days and you have not received tracking information, please contact our Customer Care Team on 1300 VALOUR or email online@valourpsort.com.au.
What happens if my order does not arrive?
Please contact online@valoursport.com.au for further assistance.
Can I change my delivery address/cancel my order once an order has been placed?
Your delivery address may be changed, but it depends on the time passed since you have placed the order. Please email our customer service team on online@valoursport.com.au with your order number and correct shipping address or contact us on 1300 VALOUR. Once you have received your shipping confirmation email your address cannot be changed.
My club collected our orders from your warehouse, can the shipping and handling fee be refunded?
The Shipping and Handling fee is charged for picking and packing your order. This includes packing material used and the staff and administration involved in processing your garment. This fee is not refundable in the event your garment is collected from our warehouse
RETURNS AND EXCHANGES
Can I exchange a product?
Yes. Please refer to our Returns and Exchange Policy.
Can I come to the warehouse to exchange my order?
Unfortunately, we don't have a shop front and are not able to assist members of the public in our warehouse. Please follow the exchange and refund processes to do your exchange.
SECURITY
Is it safe to use my credit card at valoursport.com.au?
Yes, shopping at valoursport.com.au is 100% secure! The website is hosted and protected by Shopify Payments and processed through Stipe Payments Australia, an agent of National Australia Bank Limited.
PROMO CODES
How do I use a promotional code?
The promotional code must be entered in the 'promotion code' box at the cart stage of your checkout. If the promotion code is valid then the discount will be visible in your updated cart total. Please note only one promotion can be entered per transaction. Please contact our Customer Care team on 1300 VALOUR if you have any issues on checkout. Once your payment has processed we cannot go back to assist you.