Help
Questions, answered properly.
Everything we get asked most, with the actual answer rather than a line that sounds like one. If yours is not here, message us and we will add it.
Ordering
Everything from adding to basket to the confirmation email.
How do I add a name and number?
On any shirt page, choose your size, then type the name and number into the printing box before you add to basket. It is part of the product, not an extra you pick at checkout.
If you leave it blank you get a plain shirt at the same price.
Can I change or cancel after ordering?
Only before it ships, and that window is short: we process in 2 to 4 business days. Message us on WhatsApp rather than emailing if the clock matters, because that is the fastest way to reach us.
Once a personalised shirt has been printed it cannot be changed.
I did not get a confirmation email
Check your spam folder first, then search your inbox for the store name. If there is nothing, the address may have been mistyped at checkout.
Message us with the name you ordered under and we will find the order and resend it. You do not need an order number to do this.
What payment methods can I use?
Card, Shop Pay, Apple Pay, Google Pay and the other methods shown at checkout. The full list of what clears is on the checkout page itself.
Prices are in pounds and there is no surcharge for paying from another country.
Name & number printing
It is free on every shirt, and there are a few things worth knowing before you type.
Is printing really free?
Yes, on every shirt and every kit, with nothing added at checkout. It is not a promotion and it does not expire.
That covers the name, the number and the club or league lettering style where we have it.
Can I have any name and number?
Any name and any number up to two digits. We print what you type, so check the spelling. We cannot reprint a shirt because a name was entered wrong.
We will not print anything abusive, and we will message you rather than silently cancel if something cannot be printed.
What about accents and non-English letters?
League lettering carries accents and most European marks. Club lettering is usually A to Z only, because that is how the artwork itself is made.
If a character cannot be printed in the style you picked, we fold it to the nearest letter rather than dropping it, so a name never arrives with a gap in it.
Can I add a league or cup badge?
Where a shirt is eligible, the badges appear as an option on the product page with the price shown next to each. Most are a couple of pounds; retro badges are a little more because they are harder to source.
We only offer the badges a shirt would actually have carried, so you will not see a European badge on a club that was not in Europe that season.
Sizing & fit
The single biggest reason an order goes wrong. Two minutes here saves it.
Which size should I order?
Football shirts are cut slim and these are not high-street sizes. As a rule, take one size up from your usual for a normal fit, and two for a player version.
Every product page carries the chart for that exact garment, and the full set is on the size guide.
Do kids sizes work the same way?
No, and this is the one place you should not size up. Kids charts are led by age and height, so order the age that matches the child rather than the next one up.
Kids kits come as a shirt and shorts together.
I am between two sizes
Send us your height and chest measurement and we will tell you which one to order. We would much rather answer a message than process a claim.
The kits themselves
What you are actually buying, in plain terms.
What is the difference between a player version and a fan version?
Look at the crest and you will know instantly. On a player version it is heat pressed: a smooth glossy transfer bonded flat onto the fabric. On a fan version it is embroidered in real thread, raised and matte, with the stitching visible.
Beyond the badge: the player version is the one made for the pitch, so it is a tighter athletic cut in a lighter engineered fabric with ventilation zones. The fan version is the shirt most people wear: standard cut, comfortable, same design.
If you are buying to wear rather than to play in, the fan version is usually the better call. If you do want the player version, take two sizes up.
Are these official club shirts?
We are an independent retailer rather than a club store, so we are not affiliated with or endorsed by any club, league or brand.
What that means for you is the same shirt at a fraction of what a club store charges, with the name and number printing included rather than another thirty pounds on top. The construction is the same as the shirts you see on the pitch, and you can see the badge detail up close in the comparison above.
What are they actually made of?
Lightweight breathable polyester, the same construction as the shirts you see on the pitch: moisture wicking, anti-pill finish, pre-shrunk so it holds its shape.
Wash cool and inside out and the printing will outlast the season.
How should I wash a printed shirt?
Cold wash, inside out, no fabric softener, no tumble dryer, do not iron directly on the print. Hang it to dry.
Heat is what lifts printing, not washing.
What is a retro shirt?
A reproduction of a shirt from a past season rather than an original from that year. Cut is generally roomier than a modern shirt, which is how they were made at the time.
The retro chart on the size guide is the one to measure against. Do not assume your modern size carries over.
Player version and fan version: look at the badge
The quickest way to tell them apart is the crest, and you can see it in a photograph. Both of these are the same Chelsea home shirt, shot at the same magnification.
- The badge
- Heat pressed and glossy on player version. Embroidered in thread on fan version. This is the giveaway.
- Cut
- Player version is athletic and close to the body. Fan version is a normal shirt.
- Size to order
- Two sizes up for player version. One size up for fan version.
- Fabric
- Engineered knit with ventilation zones, against a lighter single-weight fabric.
- Collar
- Ribbed and self-coloured, against a banded collar with a contrast inner.
- Best for
- Playing in, or wanting the exact matchday item. Wearing, comfort and everyday.
Delivery & tracking
Where it is, how long it takes, and what the tracking is doing.
How long will my order take?
2 to 4 business days to process, then typically 7 to 10 business days to arrive. Processing starts once payment clears, and peak periods can add a little.
These are estimates rather than guarantees. Customs and carrier delays are outside our control.
How much is delivery?
Free, worldwide, on every order, tracked door to door. There is no minimum spend and no express upsell.
Where is my tracking number?
It is emailed to you the moment your order ships. Allow 1 to 3 business days for the carrier to start scanning it.
My tracking has not updated for days
That is normal, particularly while a parcel is in transit between countries or sitting with customs. Long gaps with no scan do not mean it is lost.
If nothing has moved for more than ten business days, message us and we will chase the carrier.
What if my order never turns up?
If it has not reached you within 30 days of shipping, email us with your order number and we will refund you in full. You do not have to prove it is lost and we will not ask you to keep waiting.
This covers non-delivery only. It is not a 30 day right of return once an order has arrived, and it does not apply if tracking shows the parcel was delivered or if delivery failed because of an address typed wrong at checkout.
Do I pay customs or import duty?
No. There is nothing to pay on delivery wherever you are in the world. Any duty or import charge is covered by us, so the price you see at checkout is the price you pay.
I entered the wrong address
Tell us immediately. We can change it before before the order ships and not after. Once it has gone, we cannot recover a parcel sent to an address given at checkout.
Problems & refunds
What we can and cannot do, stated straight.
Can I return something?
No. We dispatch direct from the factory to keep prices where they are, so we do not accept physical returns or issue return labels, and we cannot take a shirt back for a change of mind or the wrong size chosen.
That is exactly why the sizing section above is worth two minutes.
Something arrived faulty or wrong
Email us within seven days of delivery with your order number and clear photos of the problem, or a short video if a photo will not show it. Once we have approved the evidence we issue a refund or store credit within seven business days.
Refunds can take a billing cycle or two to appear on your statement.
My parcel has been lost
If the carrier tracking confirms it is lost in transit we will arrange a replacement or issue store credit. That is on us.
What we cannot cover is a parcel delivered to an incorrect address entered at checkout.