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FAQ
Ordering & Payment
Is VAT (Value Added Tax) included in the price?
Yes. All prices displayed on our site are final and include any applicable taxes and duties. There will be no additional charges at checkout or upon delivery.
What payment methods do you accept?
We accept secure payments via: Credit/Debit Cards (including Visa and Mastercard), PayPal, and Bank Transfer.
Do you ship internationally?
Yes, we ship to most countries worldwide. Orders are processed and shipped from our distribution centers to ensure efficient delivery.
Can I pay over the phone?
For your security, we do not accept payments by phone. All transactions must be completed securely through our website checkout.
Is my payment information safe?
Yes. Our website uses SSL encryption and complies with industry security standards (PCI-DSS) to protect your personal and payment details.
What should I do if my card payment fails?
Please double-check your card information and ensure your bank allows international transactions. If the problem continues, try another payment method or contact your bank. You may also reach out to our support team for help.
Why was my card charged if my order didn’t go through?
In some cases, your bank may place a temporary hold on funds. This usually clears within 3–10 business days. If the amount was fully deducted, please contact us with your details so we can investigate.
What if I can’t complete my order online?
Please contact our Customer Support team via email. We can assist you with the ordering process or provide guidance to help you complete your purchase.
Order Processing & Shipping
Are all products, including popular national team jerseys, in stock?
Most items are kept in stock for immediate shipment. During peak seasons or major tournaments, some high-demand jerseys may sell out quickly. Real-time stock status is shown on each product page.
Can I change my order after it’s placed?
We can only modify orders that have not yet entered the packing stage. Please contact us as soon as possible with your request.
Can I cancel my order?
Yes, you may cancel your order within 1 hour of placing it, provided it has not been prepared for shipment. See below for cancellation instructions.
How do I cancel my order?
Please email our Customer Support team immediately with your order number. We will confirm whether cancellation is possible and proceed accordingly.
What shipping options are available, and how long does delivery take?
We offer tracked shipping from regional hubs. Delivery within Europe typically takes 7–12 business days. Worldwide delivery may take 10–20 business days, depending on the destination.
How can I track my order?
Once your order ships, you will receive an email with a tracking number and a link to monitor your shipment’s progress.
What if my order hasn’t arrived within the estimated time?
Please check your tracking information first. If there are no updates or the delay is significant, contact our support team with your order number, and we will look into it with the carrier.
Returns & After-Sales
What is your return policy?
You may return unworn, unwashed items in original condition with all tags attached within 30 days of delivery for a refund or exchange. Customized or personalized items cannot be returned unless defective or incorrect.
How long do refunds or exchanges take?
Once we receive your returned item, processing takes 3–7 business days. Refunds are issued to your original payment method; timing depends on your bank or payment provider.
Are there any fees for returns?
Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item). We do not charge restocking fees.
Still have questions?
Contact our support team at [email protected] – we’re here to help!
The Stade Collective Kits Team
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