FAQ – kits26.com

General

At KITS26 we are the ultimate destination for true football (soccer) fans seeking authentic merchandise. Our passion for the beautiful game drives us to curate a collection of premium-quality products that embody the spirit and essence of football culture. From official team kits to iconic memorabilia, we offer an unparalleled selection that caters to fans of all ages and preferences.

For inquiries, assistance, or to connect with us, you can reach out through the following channels:

Email: contact@kits26.com
Whatsapp : +44 7 488812953

While the majority of items on our website are readily available for immediate processing, certain products may have extended lead times to ensure we offer a comprehensive range of football merchandise.

We accept new orders until 12:00PM each day, after which orders are considered placed the following day. Although we continue processing orders after 12:00PM, please note that same-day processing cannot be guaranteed for orders placed after this time. In rare cases where our card processors flag an order as high risk, additional checks on the payment card may be necessary, potentially causing delays to reduce fraud risk.

The following types of orders may have extended processing times, though in many instances, we dispatch faster than indicated:

- Immediate Dispatch: Products marked for immediate dispatch, excluding printing, are typically shipped the same business day if ordered before 2pm.
- Printed Shirts: On average, these are shipped within 2-5 business days, with next-day or same-day shipments often possible, though peak times may extend processing to around 7-10 business days. In exceptional cases, please allow up to 28 days.
- Other Personalized Products: Typically shipped within 2-5 business days, with expedited shipping available depending on order volumes. Peak times may extend processing to around 7-10 business days. Allow up to 28 days in rare circumstances.
- T-Shirts: Generally shipped within 2-5 business days, with expedited options available based on order volumes. Peak times may extend processing to around 7-10 business days.

Additionally:

- Toffs & Copa Products: On average, shipped within 14 days unless marked for Immediate Dispatch on the product page. Delivery may take up to 4-6 weeks.
- Concept Shirts: Typically shipped within 10-14 days unless marked for Immediate Dispatch, with delivery within 28 days.
- Non-Printed Products with Additional Lead Time: Occasionally, stock must be sourced from partners, requiring an additional 3-10 working days to complete orders. These products will not be marked for Immediate Dispatch.

This diverse sourcing approach ensures access to a wide range of soccer merchandise globally.

We accept new orders until 12:00 PM EST daily, with orders placed after this time considered as placed the following day. While we generally continue processing orders after 12:00 PM EST, please note that we cannot guarantee same-day processing for orders placed after this cutoff.

Certain types of orders may have additional processing lead times. It's worth noting that while we often dispatch faster than indicated, we prefer to provide longer lead times to ensure timely delivery.

Printed & Customized Items typically ship within 2-5 business days on average. Depending on order volumes, next-day or even same-day shipments are possible, though during peak times, expect an average processing time of around 7-10 business days.

Similarly, Other Personalized Products and T-Shirts generally ship within 2-5 business days on average. Again, depending on order volumes, expedited shipping may be available, but during peak periods, processing may take around 7-10 business days.

We offer one of the most extensive football shirt printing services that you will find online via the best partenrs in the industry. They have handeled thousands of different printing styles and printed hundreds of thousands of orders, making them a premier choice for your football shirt printing needs.

You can choose your favourite players name, both from the current squad or club legends. For ease of ordering, we endeavour to make the most popular options available for some popular jerseys as a dropdown menu on the product page, to help you choose your favourite player with the correct squad number.

You can also choose to make it personal and add any name and number you want. Whether you are buying for yourself, a friend, or a child, you can add any name or nickname.

Where official printing styles are not available, we use fan printing, which is in most cases very similar to the official printing in font, color, texture and size, but without the lack of club crest at the base of the numbers.

Orders

We strive to swiftly pick and pack your order, necessitating prompt action for changes or cancellations once your purchase is confirmed.

Once we commence processing your order, we are unable to accommodate cancellations or returns. However, there is a brief window after placing your order during which you can cancel it.

Customers may be eligible to cancel an order if it meets the following criteria:

The order has not been processed or fulfilled.
The cancellation request is made within the specified time frame outlined in our policy.
The order does not include any personalized, customized, or made-to-order items, as these items are typically non-refundable and are considered final sale due to their unique nature.

If your order started processing, it is typically too late to make changes, indicating that your order has been packed and prepared for shipping.

For printed shirts, cancellation becomes impossible once processing begins, as we immediately begin fulfilling the order. Please note that our order statuses are updated in batches, not in real-time, meaning your shirt may be in production before seeing any status updates.

While you are welcome to email us regarding changes or cancellations, we cannot guarantee modifications once the order has entered processing.

For inquiries, assistance, or to connect with us, you can reach out through the following channels:

Email: contact@kits26.com
Whatsapp : +44 7 488812953

In the rare event that we dispatch the wrong product, we will reimburse the cost of return postage to the card used for the purchase. Please follow the instructions provided above, sending the product via recorded delivery and including a completed returns slip (available for download from your account) and proof of postage. Upon receiving the returned item(s), we will dispatch the correct product and refund your postage expenses.

Occasionally, unforeseen stock discrepancies may prevent us from fulfilling all items in your order. Should this occur, we'll promptly notify you via email regarding any missing items.

Unless specified otherwise, and in the absence of alternate instructions from you, we will make every effort to ship the remaining balance of your order as swiftly as possible.

Should you prefer to cancel the remaining portions of your order or exchange them for alternative products, you can do so at any time. Simply contact our team and let us know about the desired changes.

If you receive an item that is damaged or faulty, please reach out to our Customer Care team for assistance. When contacting us, kindly provide pictures illustrating the fault.

Subsequently, we will forward the item to our inspection team for assessment to determine if a manufacturing fault is present. Based on their findings, we will offer either a refund or exchange.

Please be aware that we may need to conduct a physical inspection of the product before making a final decision on the appropriate course of action.

If you wish to send an item as a gift, you can specify the recipient's address as the delivery address during checkout.

To make the delivery extra special, we provide a gift wrapping service.

Rest assured, we do not include any invoice or paperwork with our orders, and we do not display prices on the packaging. This ensures that you can send the items confidentially, and the recipient will not be aware of the gift's price.

We carry various brands on our website, each with its unique sizing specifications.

For products with available sizing details, we offer additional information in the dropdown menu where you select your size.

Payments

We accept online payments through various credit/debit cards and PayPal. Accepted credit cards include: Visa, Mastercard, American Express, Discover, and Diners Club debit and credit cards. You can also accept Apple Pay, Google Pay, and Shop Pay.

You can also pay via Bancontact, and iDEAL.

Our secure payment processing is handled by Shopify Payments, a trusted global payment processor. Alternatively, you can opt to pay through your PayPal account.

If you have any questions about payment methods, please contact us via the contact page.

You can pay in various major currencies, including USD, CAD, GBP, EUR, AUD, AED, JPY, and many others. Simply click on the appropriate currency symbol located at the top right of the page. Upon clicking, the page will refresh, and all prices will be displayed in your selected currency. Prices will remain in your chosen currency until you opt to change it again.

We currently do not offer cash on delivery when you purchase online.

Similar to most online retailers, when you input your payment details, your bank authorizes the full order amount. This authorization appears as a pending transaction on your statement but is not actually deducted from your account by us.

Upon order cancellation, we promptly notify your bank to release any pending authorizations. The duration of this process may vary, typically taking up to 7 days, depending on your bank's procedures.

If the charge remains on your account beyond this period, please contact us. This could signify an issue, and we will investigate further with our payment processors.

Upon processing your refund, you'll receive an email confirming the initiation. Please allow up to 7 working days for the refund to reflect in your account, though it often arrives sooner.

Should you not receive your refund within this timeframe, please reach out to our Customer Service team with your order details, and they will escalate the matter with our payment processors.

In the event that you've received your refund but believe the amount is incorrect, please promptly contact our Customer Service team. They will investigate the issue on your behalf.

Please note that the order process at kits26.com occurs via a secure connection through Shopify. This ensures that all the personal information you provide is encrypted, preventing it from being read as it travels over the Internet. Your payment card details are encrypted and never accessed by our staff.

Returns & Exchanges

We hope that you will be happy with your purchase, but should you wish to return or exchange an item, please follow the instructions below.

Please note we are unable to accept the return of printed shirts or customized items, unless the item is deemed to be faulty or damaged.

To start a Return or Exchange, please inform us by email (contact@kits26.com) of any item you intend to return within 14 days of taking delivery. Once approved, returns must be made within 28 days of taking delivery. All items must be returned with all outer packaging and labels intact and be in the exact condition in which they were received. Our team will provide you with a return confirmation form that must be included inside the return package to allow us to identify the returned order / items.

Returns will be inspected upon receipt. If a returned item is found to be non-faulty, correct, and of the correct size, we will not accept any costs incurred in returning the item. If an exchange item is to be sent, the customer will be responsible for the shipping cost on the exchange item as determined by value in our shipping rate chart. In the event that an exchange is requested but not available a refund will be issued.

Refunds are issued to the payment method used to make the purchase.

Our team will provide you with the return address and instructions once your return is approved.

We do not provide return shipping labels for returns and exchanges. We strongly recommend that you send any returns via an insured, trackable service. Returned items remain the property of the customer until they are safely delivered at our return address. We will not be responsible for items lost or damaged during return shipment.

The best way to change your order is to contact our support or simply give us a call during our business hours. If an order is shipped, we won't be able to make any changes to your order and you would need to place a new order.

Once we commence processing your order, we are unable to accommodate cancellations or returns. Prior to processing, you have a brief window during which you can cancel your order. Simply log in to your account and select the cancellation option to prevent processing.

Please be aware that once processing begins, cancellation is no longer possible, as we initiate order fulfillment promptly. It is also important to note that our order statuses are updated in batches rather than in real time, meaning your shirt may already be in production before the status is updated.

Printed or personalized items cannot be returned. Once a name or number has been printed on a shirt, refunds or exchanges are only offered in cases of faults. This policy also applies if a player leaves the club or changes their squad number during their time with the club.

Please be aware that once processing begins, cancellation is not possible as we initiate order fulfillment promptly. It's important to note that our order statuses are updated in batches, not in real-time, meaning your shirt may already be in production before the status updates.

Printed or personalized items cannot be returned. Once a name or number is printed on a shirt, refunds or exchanges are only offered in cases of faults. This policy also applies if a player leaves the club or changes their squad number during their tenure.

Once we receive your item, a refund is initiated immediately. All major credit card providers may take 4-7 business days to process your refund before it appears in your bank account.

Upon processing your refund, you'll receive an email confirming the initiation. Please allow up to 7 working days for the refund to reflect in your account, though it often arrives sooner.

Should you not receive your refund within this timeframe, please reach out to our Customer Service team with your order details, and they will escalate the matter with our payment processors.

In the event that you've received your refund but believe the amount is incorrect, please promptly contact our Customer Service team. They will investigate the issue on your behalf.

Shipping

Our shipping services extend globally, providing a variety of delivery options tailored to your requirements. Partnering with reputable couriers such as Canada Post, Royal Mail, PostNL, Hermes, Norsk Global, DPD, Deutsche Poste, and Hermes, we ensure reliable delivery.

Tracked and express shipping are available for all destinations, ensuring peace of mind and expedited delivery when needed.

All Shipping options available to your country will be shown during checkout along with the shipping times and rates.

Orders are processed in the order we receive them unless you've chosen expedited shipping. You can track your order status on a tracking page & also signup for alerts on a courier website.

Carrier tracking would provide you with up-to-date information about your package. If it gets stuck or never gets delivered to you, please contact our support and we can assist you with the next steps.