We often get stuck with some doubt when we shop online. It's normal and we're here to help.
The truth is that the questions are repeated and we decided to make a small guide with some clarifications. We hope it will be useful.
What is the condition of the items sold at Boutique Soccer?
Usually the items are new and unused, coming from deadstock markets. Items that are used are indicated in the product description. In case of any defect, it will be indicated. But, more than 90% of the time, these items are Grade A+++.
How can I contact Customer Support and when can I receive a message back?
There is a giant effort on our part to answer everyone. This is usually the case.
We have three communication channels available: chat on the website, Instagram DM and email (firstname.lastname@example.org).
"Opening hours" are Monday to Friday (public holidays excluded) from 10:00 to 19:00.
The status of my order has not changed.
What can I do? Is this normal?
Unfortunately in our system we only have two order statuses to change: "fulfilled" and "unfulfilled". When you place your order, it is "unfulfilled" by default, and remains so until it is shipped by us from our warehouses in Italy, Spain or Portugal. Only when it is shipped we change the status to "fulfilled", and it can take 7 to 15 working days to change this. When it is changed, you can count on the tracking number in your mailbox. Do not be afraid if the status is not changed. We start working on your order as soon as it is placed.
Where do you send the articles from?
Our items are usually dispatched from our warehouses in Italy, Spain, Portugal or the Netherlands.
However, in order to make delivery faster, we may ship from other countries.
You won't have to worry about customs: we've taken care of that before.
When can I receive my article?
Although strongly indicated on the site, it is a question we are usually asked. Delivery time is 7 to 15 working days, still we have dealt with some small delays. Nothing to worry about, but that can make deliveries stretch to 25 working days. Still, we make every effort to ensure that orders arrive as quickly as possible and in 90% of cases we don't have to deal with delays.
Can I cancel my order?
Of course you can. We always put ourselves on the customer's side. We accept all cancellations as long as they are justified with plausible reasons and do not include personalised items.
What are personalised articles?
We consider personalised items to be those whose printing is from a "non-player".
For example, a Brazil 2006 jersey with the personalisation "10 / Ronaldinho" can be cancelled. But if it is "10 / Frank", we reserve the right not to cancel the order.
What if the model doesn't fit me?
You can return it. Send an email explaining the situation. This is included in our exchange and return policy, so you can rest assured if the model doesn't fit or you simply don't like it.
Enter the correct address
Boutique Soccer cannot be held responsible at any time if customers do not receive their parcel because they have given the wrong address, without correctly indicating the street name, house number, plot and/or floor, postcode and country.
Unfortunately, many customers do not indicate their address correctly, the courier we use cannot find the delivery address and we are invariably accused of not making the delivery when it is the customers' fault, for which we cannot be held responsible at any time.