Customer Service
The best way to get in touch with us is by e-mail. The address is: Custserv@PunkFootball.com
Please note our Facebook and Twitter accounts are not managed by customer service staff and while they will be happy to pass any query on for you it will take longer for you to get a response. E-mails are responded to Mon-Fri.
CALL US: 01933 350525 (Hours 9AM- 5.30PM Mon-Fri.)
FROM OUTSIDE THE U.K: +44 1933 350525 (Hours GMT. 9AM- 5.30PM Mon-Fri.)
Product information
How good are your t-shirts?
All the garments we supply are of the highest quality available sourced from ethical suppliers and factories. The print on the garment is high quality using only environmentally friendly inks and practices. All print work is carried out in the UK.
How do I check what size I need?
Our size guides can be found on the product page and will state measurements in inches. If you are unsure of the size you need, we recommend you measure a garment you already own and compare it to our size guide. If you need any further information, please contact us and we will be happy to help.
Can you reserve items for me?
As soon as you complete checkout on our site the items you have ordered are reserved for you.
Payment information
What types of payment do you accept?
We accept Paypal and the following cards:
Visa
Visa Electron
Mastercard
Maestro
American Express
Solo
Diners Club
Discover
How do gift vouchers work (sending?)
To buy a PunkFootball gift voucher just follow the link at the bottom of the page and purchase as you would a product (you will have the option to select the amount you choose, minimum £10.00). You will be asked the recipients e-mail address, we will then send them the voucher by e-mail on the chosen date. If the recipient is already a customer the credit will be added onto their account and they can use it when they log in. If they have never ordered from us before they will need to register an account and the amount will be waiting for them once the account is opened.
How do gift vouchers work? (receiving as an existing customer)
If you receive an e-mail containing a PunkFootball gift voucher you just need to log into your account and the money will already be waiting in your e-wallet.
How do gift vouchers work? (receiving as a new customer)
If you receive an e-mail containing an PunkFootball gift voucher you just need to follow the simple instructions on the e-mail and create an account. Once your account is opened you will find the money will already be waiting in your e-wallet.
How do discount codes work?
If you want to use a discount code, you have to enter this at the checkout when you place your order as it cannot be added once the order has been placed. You can only use one discount code per order.
Order information
What does my order status mean?
With every automatic change to the order status, you will be notified via e-mail. If the below information does not answer your question, please contact us and we can give you a further explanation.
Payment Declined/Failed:
Something has gone wrong, please try placing your order again or contact us.
Awaiting Shipping:
Your order has been received successfully and is ready to be packed in our warehouse.
Shipped:
Your order has been sent out.
Awaiting Return:
You have logged this item as returned, we will contact you when we receive it.
Order Cancelled:
Your order has been cancelled either because you have requested it to be or because a replacement order has been submitted. (This status sometimes appears when all or part of your order has been refunded.)
Refunded:
Your order has been refunded in full.
Can I change my address on an order?
You can change the delivery address before an order is dispatched by going into your account and editing the open order. Please note we will send your order out to the exact delivery address given, once it leaves our warehouse we cannot make any changes to the address so please make sure it is correct and complete.
Can I change my order before it is dispatched?
Yes as long as your order hasn’t been dispatched. Please call us or email us to organise.
Delivery information
If your question is not answered below, you can find more information in the Delivery section of our website.
How long will delivery take?
Full details of all our delivery options, timescales and prices can be found on the delivery page.
My order has not arrived yet?
If your order has not been delivered within the expected timeline for the service you have chosen then please contact customer services on Custserv@PunkFootball.com
Tracking an order?
Tracking is available once an order has been dispatched - please contact our customer service team who will be able to provide you with this information once your order has been dispatched.
Returns information
How do I log my return?
If you need to return an item please contact our customer service team who will email a returns form to you - please include your instructions regarding refund or exchange. This service is free in the UK only. Unfortunately customers outside the UK have to pay for their own return postage unless their item is faulty or been sent in error.
How does postage work?
You are welcome to send back to us any items for any reason, within 14 days of receipt. As long as the item is in a resalable condition, we will be happy to offer you an exchange, store credit or refund. Please follow the steps in the Returns section of your account.
We cannot be held accountable for loss of incoming post, so it is your responsibility to ensure the parcel reaches us safely. You can use our free pre-printed returns label for this. You can also make your own arrangements, please note that you will have to cover the postage costs yourself.
International customers are welcome to send back orders with any postal service, we can only refund postage if an item is faulty or incorrectly sent. When we receive your return we will be in touch with you.
I've received an incorrect or faulty item
Every effort is made to keep errors to a minimum and orders are checked at both the picking and packing stage, but unfortunately mistakes can still happen and faulty items slip through. If you receive an incorrect item please return it with a letter detailing the problem and we will replace/refund as required. You can use the returns form for this (UK only).
If you have received an item which is faulty, please contact us to explain the nature of the fault and whether you would like a replacement or a refund. We will then provide you with further information on how to proceed.
I haven't received my refund yet
Your refund will be issued onto the account using the same method of payment you paid with. Refunds are processed as soon as possible, usually within 7 days of receipt. By logging into 'my account' you will see an update when the refund has been processed. Allow 3-5 working days for the banks to credit the money onto your account from the date of us processing it.
Technical information
I am having troubles with payment
If your card payment is declined and you have made sure the card information is correct, please contact your bank as there might be a problem with your card. If they are unable to help, you can contact us and we will look into it.
Payment has been taken but the order was cancelled
If your order was cancelled but payment was taken from you, please contact us as a system error might have occurred.
What do I do if there is a problem with the site?
If you are unable to access parts of the website or if you are getting error messages, you can contact us and we will try to solve the problem as soon as possible. Before doing so, please try using a different browser as it is possible an error is occurring in the program itself.
