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Frequently Asked Questions
Shopping online raises questions — especially when buying from a specialist grey market retailer. Below you'll find honest, direct answers to everything you need to know before and after your purchase.
🧾 What is the condition of the items?
Unless otherwise stated, all items are new and unused, sourced from deadstock markets and discontinued collections. Over 90% of our stock is Grade A+++.
In the rare case of an item being used or having minor cosmetic defects, this will be explicitly stated in the product description before purchase.
🛡️ Authenticity & Grey Market
The Boutique Soccer operates within the grey market — we source merchandise through a trusted network of third-party suppliers worldwide.
We apply rigorous quality checks, but we cannot provide formal brand authenticity guarantees for third-party products. By purchasing from us, you acknowledge this condition and understand that items may not be officially licensed by any brand, club, or federation.
Matchday Couture is the sole exception — this is our own brand, designed and produced entirely by us.
📏 Sizing — Read Before You Order
We strongly recommend choosing the size up you use regularly.
Returns and exchanges due to sizing are accepted — but choosing one size up will save you time and shipping costs.
💬 How do I contact support?
Email: support@theboutiquesoccer.com Hours: Monday to Friday, 10:00–19:00 (CET), excluding public holidays.
The website chat is automated. Instagram DMs are monitored but not the fastest channel — email is always the most reliable option for order-related issues.
We aim to respond as soon as possible.
🔄 My order status hasn't changed — is that normal?
Yes. We use two statuses only:
- Unfulfilled — order received, being processed
- Fulfilled — dispatched, tracking number sent by email
Orders can stay in "Unfulfilled" for several days or up to a few weeks depending on stock and logistics. This does not mean your order has been forgotten — processing begins immediately.
🌍 Where do you ship from?
Typically from Italy, Spain, Portugal, or the Netherlands — occasionally from other countries to optimise delivery speed.
Important for non-EU customers (US, Australia, etc.): import duties and local taxes may apply upon delivery. These are determined by your country's customs authority and are outside our control. We do not collect these fees at checkout.
⏱️ When will my order arrive?
Estimated delivery: 7 to 25 business days from dispatch.
During peak periods (Black Friday, Christmas), processing and delivery times may be longer than usual. We recommend ordering early for time-sensitive purchases.
Delays caused by customs, carriers, or seasonal demand are beyond our control — but we will always provide tracking information and support where possible.
❌ Can I cancel my order?
Yes, before shipment — provided the item has not been personalised and the order is not yet in transit.
To request cancellation, email support@theboutiquesoccer.com as soon as possible with your order number. We cannot guarantee cancellation if the order has already entered fulfilment.
🎨 What counts as a personalised item?
Any item printed with a name or number not corresponding to a known professional player is considered a custom order.
- ✅ "10 / Ronaldinho" — standard personalisation
- ❌ "10 / Frank" — custom order, non-returnable
Custom personalised items cannot be cancelled, returned, or exchanged once production has begun. If you're unsure whether your personalisation qualifies, contact us before ordering.
🔁 Returns & Exchanges
We accept returns and exchanges within 14 days of delivery for unworn, unmodified items in their original condition.
Personalised items are excluded.
To start a return or exchange, email support@theboutiquesoccer.com with:
- Your order number
- The reason for return
- Photos if the item is damaged or incorrect
Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect. Once we receive the item, we'll process your exchange or refund within 5 business days.
🏠 Delivery address — your responsibility
Please double-check your delivery address at checkout. This includes apartment/floor number, correct postal code, and country.
If a parcel is returned due to an incorrect or incomplete address, reshipping costs will be charged to the customer. Refunds are only possible once the item is returned in original condition.
⚖️ Legal Disclaimer
The Boutique Soccer is not officially affiliated with any sports brand, club, player, or federation unless explicitly stated. By shopping with us, you accept the conditions inherent to grey market retail as described above.