How can we help?

Before making contact, it is advised to check our faq's if your question hasn't been answered already. We have the answers to most questions right here, this will save you time rather than waiting around for a response. Alternatively, you can ask Ally, our live chat assistant by opening up the live chat log on the bottom right. Please note: our live chat is only available 9:00am - 5:00pm Monday - Friday AEST

When texting us please include your full name, order number, email address. This will fast track your inquiry and helps us help you quickly. Please note: This is only a customer sms service and not a voice call option. A real customer service team member will usually reply to your inquiry during business hours 9:00am to 5:00pm AEST within 15 minutes.

Rivalgirl Customer SMS Service.

When messaging us via Whatsapp please include your full name, order number, email address. This will fast track your inquiry and helps us help you quickly. Please note: This is only a customer messaging service and not a voice or video call option. A real customer service team member will usually reply to your inquiry during business hours 9:00am to 5:00pm AEST within 15 minutes.

Rivalgirl Customer Whatsapp Service.

+61 426 855 286 

When messaging us via Facebook please include your full name, order number, email address. This will fast track your inquiry and helps us help you quickly. Our customer service team member will usually reply to your inquiry during business hours 9:00am to 5:00pm AEST within 15 minutes.

Rivalgirl Facebook Messenger Service.

Connect Now

When messaging us via Instagram please include your full name, order number, email address. This will fast track your inquiry and helps us help you quickly. Our customer service team member will usually reply to your inquiry during business hours 9:00am to 5:00pm AEST within 15 minutes.

Rivalgirl Instagram DM Service.

Connect Now

We ship from multiple locations across the globe. Depending on product availability, item(s) may despatch from different warehouse locations. Shipping times may vary depending on your location, remote and rural areas in most cases take a little longer to arrive. Please see the estimated shipping times for when your order will arrive. 

You can track your order by clicking on the track order button below.

Please note: Shipping times are an estimate only given by our shipping carriers. Expected delays occur during our sales periods, public holidays, delays in transit, and machinery or computer break downs.

3 STEP ORDER PROCESSING.

• 1. Order Verification - When you place your order our system runs checks to verify and approve your order for processing.
• 2. Processing - Once your order is verified, we start the processing phase getting your order ready for shipment. This process usually takes between 1-2 business days.
• 3. Shipping - After your order is processed, your item(s) are packaged and scheduled for collection with the shipping carrier for pick up.

In this case, the carrier company could not successfully deliver your package, This means that the carrier has attempted delivery several times but no one was home. Usually, the carrier will leave a card for you to pick up your package from your local post office or parcel warehouse, or return the next day to try one more attempt to deliver. If both times the carrier is unsuccessful then your package will return to the sender.

If your package is being returned to our warehouse then once we receive your package we will issue you a refund. To process refunds for return to sender packages we wait 14 days until we receive the parcel and a further 7 days to process the refund, in total it could take up to 21 days.

TIP: Many of our carriers allow the customer to add details and instructions during the transit of their parcels, this means you have full control over your parcel and you will know exactly the day of delivery, schedule it, add authority to leave and much more!

Your order number can be found in the purchase confirmation email. Packages are only trackable once they've been dispatched and activated. Deliveries can sometimes be delayed due to unforeseen circumstances, in this case, packages are usually delivered the next business day.

If you require further help, please contact us using the form below or use our live chat to speak with one of our customer service team. Please have your order number ready.

We have 2 types of shipping options at checkout, these are standard shipping and express shipping, the difference between the two shipping options are the ETA's, below are the approximate times you will receive your parcel excluding any processing times.

Processing times are not included in the shipping times, our order processing times depending on demand is 1-3 business days.

STANDARD SHIPPING - 7-14 Business days

EXPRESS SHIPPING - 4-8 Business days

The above shipping times may vary from country to country and do not include the order processing times.

So sorry you've received an item that's not in perfect condition. So we can act fast and resolve this for you in a timely manner, please contact us via the form below and include as much information as possible.

Things to include are:

1. Your name
2. Order number
3. Product name or code
4. Image of the defect
5. Description of the defect

• The product order number can be found in your confirmation email.
• The product name is the product title, you can copy and paste the product URL too.
• An image of the defect must be clear and visible.
• A brief description of the defect.

Once you gather all the information please contact us so we could resolve it asap! Please make sure there is no missing information when contacting us to avoid any further delays.

We're really sorry this happend. Let's get it sorted for you right away! Please contact us via the form below and include the following information:

1. Your name.
2. Order number.
3. URL link to the product you received.
4. The URL link of the product you ordered.
5. A picture of the incorrect product you received.
6. A brief description

You cannot attach any images just yet but make sure you have it handy for when we contact you and ask for them. You need to wait for direction from our customer service team before returning any items back to us.

To return an item(s) you need to navigate to our returns portal, you can find the link below.

You have 14 days to return an item from the date you've received it. The return shipping fee is not covered by us so you'll need to pay any costs associated with your return when you send any items back to our warehouse.

Returns will not be accepted if you return your item(s) back to us without using our returns portal.

You can reuse the shipping bag the item(s) came in if it's in good condition still or just use something strong non see through that's sealable and waterproof.

You'll need your name, order number, phone number and email address when processing a return via our returns portal.

If your return is approved from us, you'll recived intructions including the return address of our processing facility.

You'll need to go to your local post office to send the parcel back to us.

Once we receive your item(s) you will receive an email confirming we've received your package.

Refunds for returns can take up to 21 days to fully process, This includes waiting 14 days until we receive your item(s) the 7 days to issue any refunds or credits.

Returns must be sent with a tracking number so we know when to expect them at our warehouse. After you've sent the item(s), send us the tracking number so we could assign it to your order, this will eliminate some processing time.

For hygiene reasons, there is some item(s) that cannot be returned including but not limited to:

• Masks
• Cosmetics
• pierced jewellery
• Swimwear
• Lingerie
• If seals are broken
• Tags are off

All item(s) MUST be in their original packaging, tags and labels still attached, unworn, unwashed, perfume free.

If you've received an item that's defected please contact us via our form below so we could sort it out for you asap.

For returns, we encourage you to add insurance to your package in case it may get lost or stolen during transit. We do not cover lost or stolen item(s).

You can attach a shipping label to the package with our address or get your local post office to attach one on it for you.

Refunds usually take up to 21 days, this is because we wait 14 days to recive the item(s) then a further 7 days to process any payments in to your original method of payment.

If you purchased using a gift card or voucher, you may recive a store credit or a cash refund.

You have 14 days to return any item(s) back to us from the date you've recived them. Unfortunetley we cannot process any returns if it has passed the deadline of 14 days.

Depending on the refund type and how you are paid, it can show up in different places.

For ApplePay for example, it usually takes up to 7 working days to appear on your account after the confirmation email.

For banks and credit cards the refunds usually show up on the original purchase date, this means the date you've actually made the purchase.

If you made a purchase using PayPal it usually takes up to 48 hours to receive your refund after the confirmation email. If you've linked your bank account to your PayPal account this can delay the refund appearing in your bank account for up to 14 days. This is out of our control, you could contact PayPal to find out further information.

We will only refund the delivery charge if the item(s) you are returning were defected when received or you've received the wrong item(s).

If the above does not apply, then you are responsible for any return shipping costs associated with your return.

You have 14 days to return an item from the date you've received it. The return shipping fee is not covered by us so you'll need to pay any costs associated with your return when you send any items back to our warehouse.

Returns will not be accepted if you return your item(s) back to us without using our returns portal.

Returns must be sent with a tracking number so we know when to expect them at our warehouse. After you've sent the item(s), send us the tracking number so we could assign it to your order, this will eliminate some processing time.

For hygiene reasons, there is some item(s) that cannot be returned including but not limited to:

• Masks
• Cosmetics
• pierced jewellery
• Swimwear
• Lingerie
• If seals are broken
• Tags are off

All item(s) MUST be in their original packaging, tags and labels still attached, unworn, unwashed, perfume free.

If you've received an item that's defected please contact us via our form below so we could sort it out for you asap.

For returns, we encourage you to add insurance to your package in case it may get lost or stolen during transit. We do not cover lost or stolen item(s).

Sure you can! But keep in mind sometimes packages have shipping labels and all sorts of labelling attached to them, if you like to reuse the same packaging, just make sure another labelling is covered and just our return address is visible to avoid confusion for the shipping company.

If you like you can also send the return back to us with your choice of packaging.

No problem, just contact us via the form below and we will sort it out for you right away! Make sure you include your name, order numder to avoid any delays.

At the moment we only refund item(s) via store credit or gift vouchers to be used for future purchases. We only cash refund returns if the item(s) you've recieved are not in perfect condition.

There are always promos active on our website, however, if you would like to redeem any discount codes or promotional codes remember to add them at checkout. Promo codes are sensitive, this means you must enter the code exactly as it appears, failure to do so may cause the code to not work.

Some gift cards, discount and promo codes have a set time limit before they are inactive or expire, it's important to use any codes before they expire. If you let the code expire, you will not be reimbursed.

If you encounter any issues when applying your codes at checkout here are some things you can check:

• The expiry date of any gift cards.

• Promo codes are usually can only be used once per customer, so make sure you haven't used the same promo code for a previous order.

• Only (1) promo code can be applied at checkout at a time.

• Some promo codes have exclusions, this means it only works for a specific collection for example a 10% off swimwear code will only apply to the swimwear range only and cannot be used for any other collection, so it is wise to check this before you apply it at checkout.

• Shipping discount promo codes are usually country-specific, this means they only work when the shipping country matches the code. eg: If we have a free shipping code for Germany, you cannot use it to get free shipping in Australia. However, general shipping discounts will work worldwide.

The payment options we accept are as follows: Visa card, Master Card, American Express, PayPal, Afterpay, Zippay, Apple Pay, Google Pay, Gift cards, Prepaid debit cards, Issued store credit and original generated promo codes.

Payments are only made online at the time of checkout. Our customer service team cannot place any orders on your behalf.

Once you proceed to pay, we will immediately make contact with your provided bank to authorise that payment.

Our payment gateways are sensitive and will detect any fraudulent activity based on the information when trying to authorise.

If you have any gift cards, vouchers etc.. we accept them at checkout just make sure you enter the correct codes as displayed to avoid any issues when paying via gift cards or vouchers.

Your gift voucher has a code that is redeemable at checkout, this code should be inserted at checkout exactly as it appears on the voucher. If your purchase is less than the value of your voucher all good, your remaining credit will still stay on your voucher to use next time.

TIP: When purchasing something with your voucher that's lesser value, then it's ideal to write down how much balance you have on your voucher so you know exactly what's left for next time. If you forget it's ok, when you use your voucher next time, if there are any funds available it will automatically reduce from your total.

Gift vouchers are available digitally and hard copy cards. The choice is yours!

Gift cards are easy and straightforward, for digitally purchased gift cards they will be sent straight into your inbox. For hard copy gift cards, they are sent out to you via post.

Gift cards have a code that you can apply at checkout and deduct the value of the gift card from the total order value. You must enter the code exactly as it appears on your gift card to avoid any issues.

If your purchase is less than the value of the gift card no problem, the remaining credit will still be available on the card for future purchases.

Please note: Gift cards have a maximum expiration date of 3 years from the date of purchase. If the gift card remains unused for a period of longer than 3 years, we cannot reimburse you.

The above applies to both digital and hard copy gift cards.

If you are experiencing issues with your PayPal account or PayPal payments, please contact PayPal directly to resolve any issues with your account.

Rivalgirl is a global brand which means we most likely have a local store in your country. Our system can detect what country you are visiting our site from and navigate you to your local store automatically. If you happen to land on a store that's different from the country you are visiting from, then you can manually enter the URL and navigate to your local store and shop with your local currency.

Currently Rivalgirl has 10 websites that operate in 10 different countries.

AU - https://www.rivalgirl.com.au

NZ - https://www.rivalgirl.co.nz

US - https://www.rivalgirl.com

CA - https://ca.rivalgirl.com

UK - https://www.rivalgirl.co.uk

NL - https://nl.rivalgirl.com

DE - https://de.rivalgirl.com

FR - https://fr.rivalgirl.com

IT - https://it.rivalgirl.com

ES - https://es.rivalgirl.com

Currency available: AUD, USD, NZD, GBP, CAD, EUR. TIP: it is recommended you pay with your local currency to avoid any bank exchange charges when paying with a currency that's different from your bank funds.

Ok, this can be for a number of reasons, here are some things to check as follows:

1. Check if you have any funds available in your account.
2. Check if you entered the correct card numbers carefully.
3. Check the expiry date on your card.

If you checked all the above and still having issues, please contact your bank to resolve any issues associated with your card.

Please note: We do not charge your credit card if the transaction was not successful.

Afterpay is a great way to pay interest-free slip into 4 stage payments. If you would like more info or would like to sign up for an account, navigate to the Afterpay website to find out more. Here is some information on how it works.

ZIP is another great way to pay interest-free with flexible payment options. If you would like more info or would like to sign up for an account, navigate to the ZIP website to find out more. Here is some information on how it works.

For security purposes, we do not allow to change email addresses once an account has been created. If you would like to use an alternative email address, you will need to create a new account.

To change your address in your account you'll need to first log in to your account and edit it from there. If you placed an order and then want to edit your address this is not possible.

My Account: Login

If you don't want to get contacted about any news or great offers we have from time to time, you can unsubscribe.

• To unsubscribe from emails there's usually a link on the bottom of the email we sent you.
• To unsubscribe from SMS you can reply STOP.
• You can also unsubscribe when you log into your account and uncheck all boxes in your preferences.

Passwords are sometimes difficult to keep in mind and are easily forgotten, if you remember your password great, just use it to log in. 

If you don't remember your password no problem, just press forgot password and you will be navigated to reset it. You will receive reset directions to the email you used to create your account.

If you still need help: please contact us via the form below so we could help you fix it.

We do not store any sensitive payment information, therefore Each time you place an order, you will need to choose a payment option at checkout.

We try to keep up with our inventory so there's rarely out of stock items. At times when there's a high demand for a specific item and it quickly becomes a bestseller, then it is likely that that item can go out of stock really fast. We try to restock out of stock items within 1 week.

Usually, we don't bring back out of stock items. If you try to contact us to find out if an item is going to be restocked, the chances are our customer service team cannot answer this question as they do not have access to this information.

Your best bet is to wait 7 days, if the item is still unavailable then it's not coming back. Sorry

We're really sorry this happend. Let's get it sorted for you right away! Please contact us via the form below and include the following information:

1. Your name.
2. Order number.
3. URL link to the product you received.
4. The URL link of the product you ordered.
5. A picture of the incorrect product you received.
6. A brief description

You cannot attach any images just yet but make sure you have it handy for when we contact you and ask for them. You need to wait for direction from our customer service team before returning any items back to us.

So sorry you've received an item that's not in perfect condition. So we can act fast and resolve this for you in a timely manner, please contact us via the form below and include as much information as possible.

Things to include are:

1. Your name
2. Order number
3. Product name or code
4. Image of the defect
5. Description of the defect

• The product order number can be found in your confirmation email.
• The product name is the product title, you can copy and paste the product URL too.
• An image of the defect must be clear and visible.
• A brief description of the defect.

Once you gather all the information please contact us so we could resolve it asap! Please make sure there is no missing information when contacting us to avoid any further delays.

We have a sizing guide to find your best fit.  Click Here

For the latest updated Terms And Conditions please click here.

For the latest updated Privacy Policy please click here.

For the latest updated Returns Policy please click here.

Our privacy notice has been updated to make sure we are complying with changes in data protection laws. If you'd like to find out more about your rights, how your information is used and your choices. Just navigate to our privacy notice Here.

Your rights include being able to control marketing preferences. You can contact us Here if you no longer wish to receive any marketing information or get access to your personal information or ask us to delete any information we hold about you.

If you have any questions relating to how your data is managed, you can contact our data protection officer at privacy(at)rivalgirl.com

Sure thing! Just contact us using the contact form below with your proposal, make sure you include as much information as possible and your message will be forwarded to the relevant team for review.

If you would like to apply for a position, please email us at careers@rivalgirl.com. Please include the following when sending us a job application email:

• Full name.
• D.O.B.
• Address, country.
• Contact number.
• Position you are applying for.
• Social media.
• Short description why you are a good fit for the position.

Please note: if you fail to provide any of the following information, your application may get withdrawn.

Sure is! Our payment gateway is certified level 1 PCI DSS compliant, this means your sensitive information is encrypted and protected against fraud.

1. Your payments are in real time with a immediate response.
2. Your complete credit card number cannot be viewed by us or an outside party.
3. All transactions are processed under 128 bit SSL certificate.
4. All your transaction information and data is encrypted and protected.