Returns & Refunds Policy

Last Updated: June 1, 2026

At Football Store, we want every customer to feel confident when purchasing from us. We take care in selecting, preparing, and packaging our football-inspired collector products.

If your order is damaged, defective, incorrect, or simply not right for you, this policy explains how to request a return, replacement, exchange, or refund.

Please read this policy carefully before placing an order.

1. Return Window

You may request a return within 14 calendar days of the confirmed delivery date.

Return requests submitted after this period may not be accepted unless:

  • The product is defective

  • The wrong product was delivered

  • The order arrived damaged

  • Applicable consumer law requires another remedy

Submitting a return request does not automatically guarantee approval. All returns must meet the eligibility requirements described below.

2. Return Eligibility

To qualify for a standard return, the product must:

  • Be unused and in its original condition

  • Be unassembled, where assembly is required

  • Have no signs of wear, installation, damage, or alteration

  • Include all original parts, components, accessories, and instructions

  • Be returned in its original packaging where reasonably possible

  • Be packaged safely for return shipping

  • Include valid proof of purchase

Products that have been assembled, used, installed, modified, damaged after delivery, or returned incomplete may not qualify for a standard return.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

3. Products That Cannot Normally Be Returned

The following products may not qualify for a change-of-mind return:

  • Used or assembled products

  • Products damaged after delivery

  • Products with missing components

  • Products altered or modified by the customer

  • Personalized or custom-made products

  • Gift cards

  • Final-sale products clearly identified before purchase

  • Products returned without authorization

  • Products that cannot be resold for health, safety, or condition-related reasons

A final-sale designation does not remove your rights if the product arrives damaged, defective, or materially different from its description.

4. How to Request a Return

Before sending any product back, contact our customer-support team at:

support@thefootball.store

Please include:

  • Your full name

  • Order number

  • Email address used during checkout

  • Product you wish to return

  • Reason for the return

  • Clear photographs of the product

  • Photographs of the packaging

  • Video evidence where reasonably necessary

For damaged or incorrect orders, please also include a photograph of the shipping label and outer delivery packaging.

After reviewing your request, our team will provide:

  • Return approval or further instructions

  • A Return Authorization number, where applicable

  • The correct return address

  • Packaging and shipping instructions

  • Information about return-shipping responsibility

Do not send a return to our business address unless our support team specifically instructs you to do so. Returns may need to be sent to a designated fulfillment or return facility.

Unauthorized returns may be refused or may experience significant processing delays.

5. Return Authorization

Approved returns may be assigned a Return Authorization number.

The authorization number must be clearly included with the returned package where requested.

A Return Authorization:

  • Does not guarantee a refund

  • Confirms that we have agreed to receive and inspect the return

  • Is valid only for the approved product and order

  • Must not be used for a different product or customer

The final refund decision is made after the returned product has been received and inspected.

6. Return Shipping

For standard change-of-mind returns, the customer is responsible for:

  • Return-shipping costs

  • Appropriate protective packaging

  • Selecting a reliable shipping service

  • Retaining the shipping receipt

  • Retaining the tracking number

  • Ensuring the package reaches the authorized return facility

We strongly recommend using a trackable and, where appropriate, insured shipping service.

Football Store is not responsible for return packages that are:

  • Lost in transit

  • Delivered to an incorrect address

  • Damaged because of inadequate return packaging

  • Sent without tracking

  • Sent without return authorization

  • Held or rejected because of unpaid shipping or customs charges

If the return is required because we sent an incorrect, damaged, or confirmed defective product, we will provide an appropriate resolution and may cover or arrange return shipping where applicable.

7. Return Packaging Requirements

Collector products must be returned with suitable protection.

Please ensure that:

  • All parts and accessories are included

  • Individual components are secured

  • The original product packaging is protected by an outer shipping box

  • The product cannot move excessively inside the package

  • Any supplied instructions or accessories are included

  • Old shipping labels are removed or covered

  • The authorized return information is included

Do not attach labels, tape, or shipping documents directly to collector or retail packaging unless instructed.

Damage caused by inadequate return packaging may affect refund eligibility.

8. Inspection of Returned Products

After receiving your return, our team will inspect it to confirm:

  • The correct product was returned

  • The return was submitted within the allowed period

  • The product meets the eligibility conditions

  • All components are present

  • The product has not been used, assembled, altered, or damaged

  • The return matches the authorized request

We will notify you by email after the inspection has been completed.

If the return is approved, a refund will be issued to the original payment method.

If the return does not meet the eligibility requirements, we may:

  • Decline the refund

  • Offer a partial refund where appropriate and legally permitted

  • Ask you to cover the cost of returning the product to you

  • Provide another reasonable resolution

9. Refund Processing

Approved refunds are issued to the original payment method used during checkout.

We aim to process approved refunds within 5–10 business days after the returned product has been received and inspected.

You will receive a refund-confirmation email when the refund has been submitted.

After we issue the refund, your bank, credit-card provider, PayPal, Shop Pay, or other payment provider may require additional time to post the amount to your account.

External financial processing times are outside Football Store’s control.

10. Original Shipping and Additional Charges

Where free worldwide shipping was included with the original order, there is normally no separately charged outbound shipping amount to refund.

The following amounts may not be refundable where legally permitted:

  • Expedited shipping upgrades

  • Customs duties

  • Import taxes

  • Brokerage charges

  • Carrier handling fees

  • Return-shipping costs

  • Costs caused by an incorrect address

  • Costs resulting from a refused or uncollected delivery

Customs duties and import taxes are generally collected by governments, carriers, or customs authorities rather than Football Store.

Customers should contact the relevant authority regarding the possible recovery of those charges.

11. Late or Missing Refunds

If you have received a refund-confirmation email but the refund is not visible:

  1. Check the original payment account again.

  2. Allow the payment provider’s stated processing period.

  3. Contact your bank, credit-card company, PayPal, or payment provider.

  4. Confirm that the original payment method remains active.

  5. Contact us if the provider cannot locate the refund.

For assistance, email:

support@thefootball.store

Please include your order number and refund-confirmation details. Do not send your complete payment-card number or security code.

12. Damaged Products

Please inspect your order shortly after delivery.

If a product arrives damaged, contact us promptly at:

support@thefootball.store

Please provide:

  • Your full name

  • Order number

  • Description of the damage

  • Clear photographs of the product

  • Photographs of the outer packaging

  • Photographs of the internal packaging

  • Photograph of the shipping label

  • Video evidence where reasonably necessary

Please retain all products, components, and packaging until the claim has been reviewed.

Do not assemble, use, repair, alter, or discard a damaged product before receiving instructions from us.

Depending on the circumstances and product availability, we may offer:

  • Replacement parts

  • A replacement product

  • A full or partial refund

  • Store credit

  • Another appropriate remedy

13. Defective Products

A product may be considered defective if it has a manufacturing or functional fault that was not caused by:

  • Normal wear

  • Improper use

  • Incorrect assembly

  • Accidental damage

  • Unauthorized modification

  • Failure to follow available instructions

  • Improper storage or handling

If you believe your product is defective, contact us with photographs, videos, and a detailed explanation of the issue.

We may request additional information to confirm the fault and determine the appropriate resolution.

14. Incorrect Products or Missing Components

If you receive the wrong product, wrong variation, or an order with missing components, contact us promptly.

Please provide:

  • Order number

  • Description of what was ordered

  • Description of what was received

  • Photographs of all received items

  • Photographs of the packaging

  • Photograph of the shipping label

After verification, we may arrange:

  • Shipment of the correct item

  • Shipment of missing components

  • A replacement

  • A refund

  • Another suitable resolution

15. Exchanges

Exchanges may be available depending on:

  • Product condition

  • Return eligibility

  • Stock availability

  • Destination country

  • Product price

  • Reason for the exchange

Contact us before returning an item for exchange.

Where a direct exchange is not available, you may be asked to:

  1. Return the eligible product for a refund.

  2. Place a new order for the preferred product.

Any price difference between products will be handled according to the replacement or new-order instructions provided by our support team.

16. Order Cancellations

Cancellation requests must be submitted as soon as possible to:

support@thefootball.store

An order may be cancelled without a cancellation fee if:

  • The request is received before fulfillment begins

  • The shipping label has not been created

  • The package has not been prepared or dispatched

  • The order has not been transferred to a fulfillment provider

Cancellation cannot be guaranteed once processing has started.

Once an order has shipped, it cannot be cancelled. You may request an eligible return after delivery according to this policy.

We do not charge an automatic 25% cancellation fee for orders successfully cancelled before fulfillment.

17. Address Changes

Customers are responsible for providing a complete and accurate shipping address during checkout.

Contact us immediately if you notice an address error:

support@thefootball.store

We will make reasonable efforts to update the address before fulfillment, but changes cannot be guaranteed once the order has entered processing or shipment.

Football Store is not responsible for delays, failed deliveries, returned packages, or additional costs caused by:

  • Incorrect addresses

  • Incomplete addresses

  • Missing apartment or unit numbers

  • Incorrect postal codes

  • Incorrect customer contact details

If a package is returned because of an address issue, additional shipping costs may apply before it can be sent again.

18. Order Processing and Shipping

Orders are typically prepared for shipment within 2–3 business days, subject to:

  • Product availability

  • Payment verification

  • Address verification

  • Order volume

  • Public holidays

  • Fulfillment conditions

  • Fraud-prevention checks

Processing time is separate from delivery time.

You will receive a shipping-confirmation email when tracking information becomes available.

Delivery estimates may vary depending on the destination, carrier, customs processing, local delivery services, weather, and other circumstances outside our reasonable control.

19. Delayed Orders

A delayed delivery does not automatically qualify for a refund while the package remains in transit.

If your order has not arrived within the estimated delivery period:

  • Review the tracking information

  • Check for attempted-delivery notices

  • Contact the local carrier

  • Confirm that your address is correct

  • Check with household members or neighbors

  • Contact our support team for assistance

We may need to open an investigation with the carrier before determining the appropriate resolution.

20. Lost Packages

A package may be considered lost only after:

  • Tracking shows a confirmed loss;

  • The carrier confirms that it cannot be located; or

  • A reasonable investigation period has passed.

Football Store may request the customer’s cooperation during a carrier investigation.

Available resolutions may include a replacement or refund, depending on:

  • Carrier findings

  • Tracking information

  • Delivery confirmation

  • Address accuracy

  • Applicable law

  • Product availability

Football Store is not responsible for theft occurring after a package has been correctly delivered to the address provided, except where applicable law requires otherwise.

21. Refused and Uncollected Deliveries

If a customer refuses delivery or does not collect a package, the shipment may be:

  • Returned to the sender

  • Held by the carrier

  • Subject to storage fees

  • Subject to return-shipping costs

  • Abandoned or disposed of under carrier or customs rules

A refund can only be considered after the product has been returned to an authorized facility and inspected.

Any return-shipping, customs, storage, or carrier costs incurred may be deducted from the refund where legally permitted.

22. Customs and Import Charges

International orders may be subject to customs duties, import taxes, brokerage charges, handling fees, or other charges imposed by the destination country.

Unless clearly stated otherwise during checkout, these charges are the customer’s responsibility.

Refusing a package because of customs or import charges does not automatically qualify the order for a full refund.

Please review our Shipping Policy for additional information about international delivery.

23. Chargebacks and Payment Disputes

We encourage customers to contact us before submitting a chargeback or payment dispute.

Many order, delivery, return, and product issues can be resolved directly by our support team.

Fraudulent, misleading, or abusive chargebacks may result in:

  • Submission of order evidence to the payment provider

  • Restriction of future purchases

  • Account suspension

  • Other action permitted by law

Nothing in this section prevents a customer from exercising a lawful right to dispute an unauthorized or unresolved transaction.

24. Gifts

If a product was purchased as a gift, the refund will normally be issued to the original payment method used by the purchaser.

We cannot generally issue cash refunds or payment refunds directly to a gift recipient unless permitted by the payment system and applicable law.

Contact our support team to discuss available options.

25. Contact Football Store

For returns, refunds, cancellations, damaged items, missing components, or order assistance, contact:

Football Store

Email: support@thefootball.store
Customer Care: +1 332 378 2549

Business Address:
322 Neptune Ave
Brooklyn, New York 11235-6029
United States

Customer-Support Hours:
Monday–Friday: 9:00 AM–6:00 PM Eastern Time
Saturday–Sunday: Closed

When contacting us, please include your full name, order number, and the email address used during checkout.

Football Store — Built for Fans. Designed for Collectors.