Frequently Asked Questions

Answers to our most frequently asked questions

 

SETTING UP AN ACCOUNT

I HAVEN’T RECEIVED MY ACCOUNT CONFIRMATION EMAIL

Once your account has been created, you should receive an account confirmation email instantaneously to the email address associated with your account. If the email is not received to your inbox, please check your spam/junk box for the email.

Please note that the email will be an automated email sent from Hoop2Hoop enquiries@cimcgroup.com.au and the subject of the email will be ‘Please confirm your CIMC Group account’.

If you need the account confirmation email to be resent, please visit https://hoop2hoop.com.au/customer/account/confirmation/

 

SIZING

WHICH SIZE SHOULD I PURCHASE, HELP WITH FINDING THE RIGHT SIZE

Please refer to the size charts available within each product page.  The size charts will contain measurements for various parts of the item.  From this, you can measure against another of your currently owned items and compare for best fit.

All garment measurements are in cm (allow up to 2cm +/- tolerance). The most effective way to determine your size is to measure a similar garment that you already own and that fits you well.

SHORTS - Lay your existing garment on a smooth surface in front of you and measure the waist from one side to the other and overall length from top of waist band to bottom of shorts at the longest point (center back of the left/right leg).

TOPS - Lay your existing garment smooth on a flat surface in front of you and measure from armpit to armpit across the chest for the half chest measurement. For the length, measure the longest point from the top shoulder down to the bottom of the hem.

 

IS YOUR SIZING ADULTS OR CHILDRENS SIZES?

Unless otherwise specified, all Hoop2Hoop apparel is in adults sizing.

Our sizing is not universal, so we suggest that you consider the size charts provided on each product page before placing your order.

 

 

ORDERING

HAVE YOU RECEIVED MY ORDER?

You can login to your account at any time to check your orders.

Simply click on the My Orders tab and click View Order.  From here you will see what orders you have placed and the stage each order is currently in. 

If you do not see your order listed, this means your order was not placed successfully and you will have to place it again

There will be an order status listed with each order:

'Processing' - the order has been received and you don't need to do anything.

 

'Pending' - we are waiting for payment before the order is processed.

 

'Cancelled' - your payment was not successful, and you will need to place the order again.

 

‘Complete’ your order has been dispatched from our warehouse and you should have received an automatic dispatch notification to your email address.

 

If your order has been split due to a backorder, you will be able to see which items have been delivered by looking at the status of each item. If your order has partially been delivered your order status will remain as 'Processing' until all items have been shipped.

 

WHAT IS THE STATUS OF MY ORDER, CAN I TRACK MY ORDER ONLINE

You can login to your account at any time to check your orders.

Simply click on the My Orders tab and click View Order.  From here you will see what orders you have placed and the stage each order is currently in.

There will be an order status listed with each order. An explanation for each status is provided under “HAVE YOU RECEIVED MY ORDER” above.

 

HOW CAN I AMEND/ CANCEL MY ORDER?

Once an order is placed online we cannot accept any changes or cancellations.  If you would like to return or exchange any items, please refer to our Returns/Exchanges Policy.

 

I HAVE ONLY RECEIVED PART OF MY ORDER.  WHEN WILL I RECEIVE THE REMAINING ITEMS?

Orders commonly have split shipments when one of the items ordered is a custom item or an item that is not in stock. This is to ensure that your stocked items are delivered as soon as possible.

Our standard turnaround timeframe for custom items is 4-6 weeks. We will endeavor to have any backordered or out of stock items sent out to you as soon as possible.

 

EXCHANGE/ RETURNS

 

HOW DO I EXCHANGE AN ITEM?

Please refer to our Returns/Exchanges Policy.

You will need to complete the Returns/Exchanges Form and return the item to our warehouse by post.  Once the item is received and the condition is verified (unworn, unwashed, as new condition), we will process the exchange.

 

HOW DO I RETURN AN ITEM FOR A REFUND?

 

Please refer to our Returns/Exchanges Policy.

You will need to complete the Returns/Exchanges Form and return the item to our warehouse by post.  Once the item is received and the condition is verified (unworn, unwashed, as new condition), we will process the refund.

If the item being returned is faulty/defective, please send an email to enquiries@cimcgroup.com.au for our consideration prior to returning the item, and we will contact you to advise how to proceed.

 

I HAVE RECEIVED A WRONG ITEM

Although unlikely, if you do receive an incorrect item please contact enquiries@cimcgroup.com.au and include your order number and details about the item received.

 

SHIPPING & DISTRIBUTION

WHERE DO I COLLECT MY ORDER?

If you order has been dispatched to a Hoop2Hoop Partner Club or Association, you can either collect the order from the Club or Association Head Office or your child’s Team Manager.  If you are uncertain, please speak with your Club/Association.

 

CAN I COLLECT MY ORDER FROM YOUR OFFICE?

Hoop2Hoop operates from a warehouse in Murarrie, Brisbane.  As we do not have a storefront, we do not offer instore services such as collection, exchange or returns.

When you place an order online, you can either nominate to collect your order from a Hoop2Hoop Partner Club or Association or we can post the item directly to you for a flat fee of $15 + GST.