If you have been redirected to this page after contacting us, please note that your message has been received and will be reviewed by our customer support team.

The information below answers the most common questions we receive about order preparation, delivery times, tracking, cancellations, returns and product concerns.

Please read this page carefully, as the answer to your enquiry may already be available below.

Order Processing and Delivery Times

Every order goes through a preparation and quality-control process before it is dispatched.

Order processing can take up to 7 business days, particularly during busy periods, promotions, product launches, major football tournaments and holidays.

Once dispatched, delivery normally takes approximately 7 to 25 business days, depending on the destination, the shipping route, local postal services and customs procedures.

Business days do not include weekends or public holidays.

Some orders arrive sooner, while others may take closer to the maximum estimated timeframe. International delivery times are estimates and may occasionally be affected by circumstances outside our control.

A parcel that has not arrived within a few days is not necessarily delayed or lost.

Why Have I Not Received a Tracking Number?

Not every shipping route provides an individual customer-facing tracking number.

Some orders are shipped through international logistics networks where:

• Tracking only becomes available after the parcel reaches the destination country.

• The first scan may take several days to appear.

• Tracking begins when the parcel is transferred to the local delivery company.

• Only limited tracking information is provided.

• No public tracking link is available for the selected shipping route.

• Several parcels travel together internationally before being separated for final delivery.

For these reasons, an order may already be in transit even when no tracking number has been provided.

The absence of a tracking number does not mean that the order has not been dispatched.

Where tracking information is available, it will normally be sent by email or added to the order page. Please check your spam, junk and promotions folders before contacting us.

The Shop App Is Showing Incorrect Information

The Shop App is a third-party service and is not controlled by our store.

Its delivery estimates and order-status messages are generated automatically and may not accurately reflect the actual status of your order.

The app may show an order as delayed, unfulfilled or awaiting shipment even when it is being prepared or is already in transit.

Please do not treat the estimated dates shown in the Shop App as official delivery deadlines. The processing and delivery times stated on our website are the timeframes that apply to your order.

Why Has My Tracking Not Updated?

International tracking does not always update in real time.

It is normal for a parcel to remain without a new scan for several days while it is:

• Travelling between countries.

• Waiting for customs clearance.

• Being transferred between logistics partners.

• Waiting to be registered by the local delivery company.

• Moving through a high-volume distribution centre.

A lack of recent tracking updates does not necessarily mean that the parcel has stopped moving.

Tracking information may only be updated when the parcel reaches the next major shipping location or the destination country.

My Order Contains Several Items

Orders containing more than one item may occasionally be divided into separate parcels.

This can happen when products are prepared in different locations, when an item requires personalisation or when part of the order is ready before the remaining items.

You may therefore receive one item before the rest of your order.

This does not mean that the remaining items have been forgotten or cancelled. Please allow the full delivery timeframe for all parts of the order to arrive.

Can I Cancel or Change My Order?

We begin preparing orders as quickly as possible after they are placed.

A cancellation, size change, address correction or personalisation change is only possible if the request is received and processed before the order enters preparation or production.

Once an order has been prepared, personalised or dispatched, it may no longer be possible to cancel or modify it.

Sending a request does not automatically mean that the change or cancellation has been completed. It is only confirmed after you receive written confirmation from our customer support team.

Once a parcel has been dispatched, we are normally unable to recall or redirect it.

Customers are responsible for checking that their delivery address, size and personalisation details are correct before completing the purchase.

Personalised Products

Personalised products are prepared specifically according to the options selected or entered by the customer.

Before completing an order, please carefully check:

• The name and number entered.

• Spelling and capital letters.

• The selected shirt size.

• Badge and patch selections.

• The selected player or personalisation option.

• The delivery address.

Once production has started, personalised orders cannot normally be changed, cancelled, exchanged or returned unless the item is defective or an error was made during preparation.

This also applies when the selected size does not fit as expected.

Football shirts from different seasons, brands and manufacturers may fit differently. Customers should always check the size guide available on the product page rather than relying only on the size normally worn in other clothing.

Returns and Exchanges

Returns and exchanges must be requested and approved in accordance with our Returns Policy.

Products must be unworn, unused, unwashed and returned in their original condition, with all applicable labels and packaging.

Items showing signs of wear, washing, perfume, deodorant, stains, damage or removed labels may not be accepted.

Unless the product is defective or we sent the wrong item, return shipping costs are normally the customer’s responsibility.

Approved returns may be issued as store credit, in accordance with the return conditions accepted when the order was placed.

Personalised products are generally not eligible for return or exchange.

Please do not send a product back without first contacting our customer support team and receiving the correct return instructions. Unauthorised returns may not be identified or processed.

Product Appearance, Labels and Packaging

We are an independent online retailer and are not affiliated with, sponsored by or officially endorsed by football clubs or sportswear manufacturers unless this is expressly stated on the relevant product page.

Products may be sourced through different international suppliers and distribution channels.

As a result, packaging, internal labels, product codes, printing methods, badges, colour tones and other minor details may vary between production batches or markets.

Colours may also appear slightly different depending on lighting, photography and individual screen settings.

Minor differences in packaging, labels, colour tones or product presentation do not necessarily mean that an incorrect product has been supplied.

However, if you believe that the product received is materially different from the item shown or described on our website, please contact us and provide:

• Clear photographs of the complete product.

• Photographs of the front and back.

• Close-up photographs of the labels, printing, badges or affected area.

• Your order number.

• A clear explanation of the concern.

We cannot properly assess a product-related complaint without clear photographs.

Please do not wash, wear or remove labels from the product while the case is being reviewed.

I Received the Wrong Size or Product

If you believe that you received a different size or product from the one ordered, please compare the item received with the information shown in your order confirmation.

Please then contact us with:

• Your order number.

• A photograph of the complete item.

• A clear photograph of the size label.

• A photograph of the packaging label, where available.

If we confirm that an incorrect item was sent, our team will provide the appropriate instructions.

Ordering the wrong size, selecting the wrong product or entering incorrect personalisation details is different from receiving an item that does not match the confirmed order.

My Parcel Is Marked as Delivered, but I Cannot Find It

When a parcel is marked as delivered, please first:

• Check your letterbox, entrance, garage, garden and any designated safe place.

• Ask other members of your household.

• Check with neighbours.

• Ask reception staff, security or building management.

• Contact the local delivery company.

• Allow until the end of the delivery day, as some carriers update the status shortly before completing delivery.

If the parcel still cannot be located, contact us with your order number and confirmation that these checks have been completed.

We may need to request further information or open an investigation with the delivery company.

Shipping investigations are handled by third-party carriers and may take several business days to complete.

My Delivery Address Is Incorrect

Customers are responsible for entering a complete and accurate delivery address when placing an order.

If you notice an error, contact us as soon as possible.

We will try to correct the address if the order has not yet entered preparation or been dispatched. However, address changes cannot be guaranteed.

Once the parcel has been shipped, we may be unable to change the address or redirect the delivery.

We are not responsible for delivery problems caused by an incomplete or incorrect address provided during checkout.

If a parcel is returned to us due to an incorrect address, failed delivery attempt, refusal or failure to collect it, additional shipping costs may apply before it can be sent again.

Customs and Import Charges

International orders may be subject to customs checks, import taxes, handling charges or local duties.

These charges are determined by the authorities in the destination country and are not controlled by our store.

Where applicable, the customer is responsible for paying any local customs or import charges.

Customs processing may also add additional time to the delivery.

A parcel being held by customs does not mean that it has been lost.

Refund Processing Times

Once a refund has been approved and processed, the time required for the amount to appear depends on the original payment method, payment provider and customer’s bank.

Refunds may take several business days to appear after being processed.

We cannot control the processing time of banks or payment providers after the refund has been submitted.

Refunds can normally only be returned to the original payment method used for the purchase.

Customer Support Response Times

We receive a high number of messages, particularly during promotions, major football competitions, holiday periods and product launches.

Every genuine enquiry will be reviewed.

Sending several emails about the same issue will not speed up the delivery of the parcel or the review of the case. It can also separate important information across different messages and make the enquiry more difficult to assess.

Please send one clear message containing all relevant information and allow our team a reasonable period to respond.

When contacting us, please include:

• Your order number.

• The name and email address used for the purchase.

• A clear description of the issue.

• Photographs, where relevant.

• Confirmation of any checks already completed.

Replies may take longer during high-volume periods, but this does not mean that your enquiry has been ignored.

When Should I Contact Customer Support?

Please contact our team if:

• The maximum stated delivery timeframe has passed.

• You received the wrong product or size.

• The item arrived damaged.

• Part of your order is missing after the full delivery timeframe.

• A personalised product contains an error that differs from the confirmed order.

• A delivered parcel cannot be located after completing the recommended checks.

• You require return instructions.

• You have another issue that is not answered on this page.

Please include all relevant information in your first message so that the case can be reviewed as efficiently as possible.

We Are Here to Resolve Genuine Problems

We understand that waiting for an international order can be frustrating, particularly when tracking information is limited or does not update regularly.

Most orders are delivered successfully within the stated timeframe.

Limited tracking, delayed scans or inaccurate information displayed by third-party apps do not necessarily mean that an order has been lost, forgotten or ignored.

If there is a genuine problem with your order, our customer support team will review the information provided and offer the appropriate solution in accordance with our store policies and applicable consumer law.