FAQ

Ordering

What if the item I am looking for is not shown on the website?

We only display our inline range on our website. But please feel free to contact one of our stockists to enquire about any of our other items you may have seen.

If you would like advice on available stock in contact your local store directly. Please click here to find your local stockist.
 
Can I order by phone, fax or email?

All website (Shop Online) orders are processed via our website only. If you have further enquiries you are welcome to contact our Customer Service Team by calling 1300 654 766 or emailing info@russellathletic.com.au.  

What forms of payment do you accept?

Russell Athletic is proud to accept Mastercard, Visa, American Express and PayPal. Unfortunately we cannot offer Direct Deposit, Cheques, Diners or cash on delivery as payment methods.

Is it safe to use my credit card on russellathletic.com.au?

Yes, shopping at russellathletic.com.au is safe and secure. Transactions are processed though the secure eWAY Payment GateWAY service. To protect cardholder data eWAY complies with the Payment Card Industry Data Security Standard (PCI DSS). The PCI DSS is the global data security standard that any business of any size must adhere to in order to accept payment cards. It presents common sense steps that mirror best security practices.

What if my credit card shows multiple charges?

The eWAY Transact payment page will only process the payment once. However if you see multiple charges on your card then you either:

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

If you notice multiple charged please contact info@russellathletic.com.au for assistance

How do I use a promotional code?

You must enter the promotional code in the 'promotion code' box at the shopping  cart stage of your checkout and click 'apply'. The application of the promotion will then be visible in your cart.

Can I make a change to an existing order?

No, once your order has been placed and you have received your order confirmation you cannot cancel or amend your order. If you wish to exchange or return your order please refer to the Returns and Exchange policy.
 
How can I track the status of my order?

Australian shipped orders are sent using Australia Post and a tracking number will be provided to you via email. This can then be tracked with directly with Australia Post at http://auspost.com.au/track/.

New Zealand and all other internationally shipped orders are sent via Australia Posts Registered Post International Service. Tracking numbers will be provided however they can only be tracked whilst within Australian Borders.  

How do I cancel my order?

Once you have placed your order and received your order confirmation, your order cannot be cancelled or amended. If you wish to exchange or return or order please refer to the Returns and Exchange Policy.

Returns and Exchanges

Can I return an item?

We take great pride in our reputation for quality, and if for any reason you are dissatisfied with your purchase, we will assist you with an exchange or refund. Items returned for exchange must be done so within 14 days of original delivery date in a resalable condition (unused, undamaged, unsoiled, with the tags still attached still in original condition). The Russell Athletic return form must be included with the item when returned. Please allow 10 days from the day you return your product for your account to be credited or online credit to be issued.

Unfortunately, we cannot accept returns that were not purchased online at russellathletic.com.au

For further detail please see our Orders and Returns page.

Do you pay for my return shipping?

Please be advised that exchange postage and handling costs will be incurred by the purchaser. If an item is faulty you will be provided with a reply paid number and address to ship the product back to us.
Russell Athletic does not take any responsibility for returns lost in transit.

If I purchase online can I exchange in-store?

No, unfortunately exchanges can only be made through our online department.

Shipping

How much does shipping cost?

Orders to Australian Addresses

Standard Service - $7.95 Flat rate
Priority Service - $16.95 Flat rate

International Orders

Calculated via Australia Post by destination and weight

How will my order be shipped?

We use Australia Post Express (eParcel) for all Australian addresses and International orders either in a satchel or a small box

Do you ship Internationally?

Russell Athletic ships to most destinations around the world via Australia Posts Registered Post International Service. When entering your address details in the shopping cart please ensure you select the correct country from the drop down menu.

What happens if my order does not arrive?

Please contact info@russellathletic.com.au

Promotions

What do I need to know about Promotions?

Promotional Codes are valid for the specified time period only and cannot be used in conjunction with any other offer.

One time use promotions must be used in their entirety in a single purchase.

Promotions cannot be applied to previously placed orders or to orders that have been adjusted.

Promotions where you receive a reduction on the second item will be applied at the checkout on the lower priced item.

Free Promotional merchandise offers upon meeting minimum spend requirements are only available until stocks last. An alternative will not be provided where stock is no longer available.

Russell Corporation Australia can at its sole discretion, extend or terminate a promotion at anytime.

Care Instructions

Most Russell Athletic garments are easy care, as we design our collections for people with busy and active lives. Please ensure you keep your garments in great shape so you can continue to enjoy your purchases to their fullest.

The Russell Athletic Design Team conducts wash tests on each garment prior to the individual garment care instructions being determined. Please read the care instructions on your Russell Athletic garments as each care label differs depending on makeup up of the fabric and style.

We stand behind our product quality and will ensure our obligations are met if a problem does
occur. We have listed general care instructions and care tips for you below:

GENERAL CARE INSTRUCYIONS FOR RUSSELL ATHLETIC APPAREL:

  • Gentle, cold machine wash using a mild detergent
  • Do not leave wet. Do not soak. Do not tumble dry. Do not dry clean. Do not bleach
  • Avoid rough surfaces
  • Line dry in shade without delay. Do not dry in direct sunlight.
  • Do not use fabric softener as this inhibits the wicking capabilities in technical fabrics and performance garments.
  • Remove removable padding before washing (applies to crop tops)
Russell Athletic - 5 Lakeview Dr Scoresby, VIC 3179 Australia. Phone: 1300 654 766