Frequently Asked Questions

Shipping policy

For full details on our shipping policy, please see here.

Orders usually take up to 2 working days to be processed.

Orders made after 12pm will be considered as next day order.

Once your order has been processed, delivery should take up to 1 - 3 days.

We always aim to deliver your order within our standard delivery times, but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:

Your order was shipped during our sales and promotions season.

Your order was placed during a local public holiday.

There were unpredictable circumstances beyond our control.

You will receive an email notification when your order is ready for collection.

After you have received the notification, you may email us at customer-service@sportsfactory.com.sg to make an appointment to come down and collect your order.

Collection address is 8 Chang Charn Road, Link (THM) Building, Level 5, S(159637).

Currently we are only shipping locally in Singapore.

However, we are definitely looking to ship internationally in the near future.

If you received the wrong product, please kindly contact us at customer-service@sportsfactory.com.sg and our Customer Service Team will assist you.

Returns and exchanges

For full details on our returns policy, please see here.

You can return your order within 14 days of receiving it. Only items that are unworn, unaltered, unwashed and in sellable condition can be returned.

In order for a return to be accepted, it must meet the following conditions:

Items must not have been purchased during a 'Sales' or 'Promotion'.

The product is defective.

The product must be unused and unworn.

The product must be in its original state and packaging with the original tags attached.

Apparel must have the original packaging and original tags attached.

Accessories must have all parts of the original packaging.

Accessories must remain vacuum - sealed if it comes in a sealed packaging.

Footwear must be in the original shoe box with original tags attached.

The product is ripped or torn.

The product is stained.

The product does not correspond with their description.

The product is not of a satisfactory quality.

The product is not fit for any purpose, communicated to the seller before the point of purchase.

Yes, you may exchange your product(s) if you have ordered the wrong size. Kindly email us at customer-service@sportsfactory.com.sg to arrange an exchange.

Please kindly follow the following steps:

1. Contact our Customer Service team here.

2. Provide our Customer Service team your order details and reason for returns.

Promotions & Vouchers

If you are using a web browser, enter your promo code on the right side of the page under your order summary, then click 'Apply'.

If you are using a mobile device, you may enter your promo code at the 'Payment' step after you have entered your Information and Shipping details.

Online promo codes are only valid for use on products that are part of a promotion or campaign. Do check whether the relevant promotion is still running.

Promo codes are not valid in combination with other promotions and cannot be stacked.

Products

Sports Factory has zero tolerance towards the buying and selling of counterfeit products. We strive to ensure that all products sold on our platform are authentic and sourced directly from reputable suppliers.

Furthermore, we ensure that the appropriate authorization has been obtained to sell all products.

Whilst every effort is made to ensure that products, prices and colours are correct at the time of pre-selling on our website, we cannot be held responsible for any manufacturer errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, colour tones and shades may not be exact to the product. Please contact our customer service team if you are unhappy with what you have received and we'll do our best to rectify the problem.