Frequently Asked Questions (FAQ)

Shopping online can raise questions — and that's completely normal.
At The Boutique Soccer, we're here to support you every step of the way.

Below you'll find answers to the most frequently asked questions. We hope this guide provides clarity and reassurance.

🧾 What is the condition of the items sold at The Boutique Soccer?

Unless otherwise stated, the items we offer are new and unused, often sourced from deadstock markets and discontinued collections.
In rare cases where an item is used or has minor defects, this will be clearly indicated in the product description.

Over 90% of our items are considered Grade A+++, representing the highest quality standard available through third-party channels.

🛡️ Authenticity Disclaimer

The Boutique Soccer operates within the grey market, sourcing merchandise from a trusted network of third-party suppliers worldwide.

While we make every reasonable effort to ensure the authenticity of the products we sell — including working with independent experts where needed — we cannot provide formal guarantees of authenticity for any product not directly produced by us.

Accordingly:

The Boutique Soccer is not legally responsible for the authenticity of third-party products.
By purchasing from our website, you accept this condition and acknowledge that our items may not be officially licensed or affiliated with any brand, club, or federation.

✅ Matchday Couture Exception

The Matchday Couture collection is the sole exception to this policy.
These products are entirely designed, produced, and distributed by The Boutique Soccer and are original to our brand. They do not fall under grey market sourcing.

💬 How can I contact Customer Support and when can I expect a reply?

We are committed to responding to all inquiries as efficiently as possible.

📧 Customer support is handled exclusively via email at:
support@theboutiquesoccer.com
💬 The chat function on our website is powered by automated bots and does not connect you to a live agent.
📱 Instagram DMs are monitored, but for the most reliable and structured support, we strongly recommend contacting us by email.

Support hours:
🕙 Monday to Friday, from 10:00 to 19:00 (excluding public holidays).

🔄 The status of my order has not changed — is this normal?

Yes, this is expected.

Our system uses only two status labels:

Unfulfilled (default when the order is placed),
Fulfilled (when the parcel is dispatched).

Orders may remain in "Unfulfilled" status for several days or weeks depending on stock, production, or logistics. Once shipped, the status changes to “Fulfilled” and you will receive your tracking number by email.

Delays in status updates do not mean that your order has been ignored. Processing begins as soon as your order is received.

🌍 Where do you ship orders from?

Orders are typically shipped from our facilities in Italy, Spain, Portugal, or the Netherlands.

To ensure faster delivery, we may occasionally ship from other countries depending on product availability and logistics.

You will not need to worry about customs — we take care of these matters in advance to avoid complications.

⏱️ When will I receive my order?

Estimated delivery timeframe: 7 to 25 business days from the date of dispatch.

Orders from the Matchday Couture collection may be delivered more quickly due to streamlined logistics.

These are estimates only — actual delivery times may vary due to factors beyond our control, such as:

International customs clearance,
Postal or courier delays,
Seasonal demand (e.g. Black Friday, Christmas, etc.),
Weather conditions or geopolitical disruptions.

We cannot be held responsible for such delays, but we will always support you with updates whenever possible.

❌ Can I cancel my order?

Yes — we allow cancellations before shipment, provided that:

The item has not been customised,
The reason for cancellation is reasonable and clearly explained.

We reserve the right to refuse cancellation of items that are personalised or already in transit.

🎨 What qualifies as a personalised item?

A personalised item is any product featuring custom printing with a name or number that does not correspond to a recognised player.

For example:

✅ "10 / Ronaldinho" (standard personalisation — cancellable)
❌ "10 / Frank" (non-standard — considered custom and non-refundable)

Customised items are made to order and cannot be returned, exchanged, or cancelled once production begins.

🔁 What if the model doesn't fit me?

Returns are accepted. If you're not satisfied with the fit, you may request an exchange or refund within our return policy guidelines.

Please email us at support@theboutiquesoccer.com explaining the situation, and our team will assist you with the return process.

🏠 Important: Enter your address correctly

It is the customer's sole responsibility to provide an accurate and complete delivery address at checkout.

This includes:

Full street name
House/building number
Apartment or floor (if applicable)
Correct postal code and country

The Boutique Soccer cannot be held responsible for failed deliveries due to:

Missing or incorrect address details,
Inaccessible delivery locations,
Customer absence or refusal to accept delivery.

If a parcel is returned to us due to address issues, the customer is responsible for any reshipping fees. Refunds may only be considered once the item is returned in its original condition.

📦 Additional Legal Disclaimer

All information provided on this website is for informational purposes only.
We take reasonable care to ensure the accuracy of product details, prices, and imagery, but we reserve the right to correct errors or cancel orders at our discretion.

The Boutique Soccer is not liable for any direct or indirect loss, injury, or inconvenience caused by the use of this website or the products sold.

We are not officially affiliated with any sports brand, club, player, or federation, unless explicitly stated in the product description.

By shopping with us, you acknowledge and accept the limitations inherent to grey market operations and the legal disclaimers stated herein.