FAQ

Frequently Asked Questions

1) Orders & Account

How do I place an order?
 Choose your size, add to cart, and checkout with card, PayPal, Apple Pay or Google Pay. You’ll receive an order confirmation by email within minutes.

Do I need an account to buy?
 No. Checkout as a guest or create an account to view order history and tracking in one place.

Can I change or cancel my order?
 We can usually edit or cancel within 2 hours of purchase during working hours. Email support@kitzone.co with your order number and the change needed (address, size, item). After dispatch, we can’t reroute parcels but we can help with a return/exchange.

Can I add a discount code after I’ve paid?
 Codes must be applied at checkout and can’t be added retroactively. If your code didn’t work, contact us before dispatch.

 

 

2) Payments & Security

Which payment methods do you accept?
 Visa, Mastercard, AmEx, PayPal, Apple Pay, Google Pay (processed securely via Stripe/PayPal).

Is checkout secure?
 Yes. We use TLS/HTTPS site-wide. Payments are PCI-DSS compliant and tokenised by Stripe/PayPal. We never store full card numbers.

Do you offer instalments?
 Not at this time.

My card was charged but I didn’t get a confirmation.
 Check spam/junk and bank authorisations. If no email after 10 minutes, contact support@kitzone.co with the last 4 digits of your card (or PayPal email).

 

 

3) Shipping, Delivery & Tracking

How fast will my order ship?
 We dispatch within 24–48 hours on working days.

How long does delivery take?

  • EU: typically 3–7 business days after dispatch.

  • USA: typically 7–12 business days after dispatch.
     Peak football weeks or customs checks can add 1–3 days.

Where do you ship from?
 From our EU fulfilment partners/warehouse for fast EU delivery and reliable US shipping.

How do I track my order?
 You’ll receive a tracking link in your shipping confirmation email. You can also log in to My Account → Orders on kitzone.co.

My tracking hasn’t moved.
 If there’s no update for 7+ days, email us. If a parcel is declared lost by the carrier, we’ll reship or refund, your choice.

Missed delivery / wrong address?
 Carriers usually attempt redelivery or hold at a pickup point. If the address is incorrect and the parcel returns to us, we’ll reship to the corrected address (postage may apply) or refund the item price.

 

 

4) Taxes, Duties & Customs

Will I pay customs, VAT or import taxes?

  • EU orders: No customs within the EU. Prices shown include VAT where applicable.

  • USA orders: Personal imports under USD $800 are generally duty-free under the de minimis threshold. State sales tax may be collected at checkout where required.

Customs contact me, what do I do?

Follow the instructions provided by the carrier. If you’re unsure, contact kitzoneinfo@gmail.com with your tracking number and we’ll assist.

 

 

5) Authenticity, Quality & Stock

Are your shirts authentic?
 Yes, new-season authentic jerseys and a curated selection of retro shirts. Each item is quality-checked for crest, colour and sizing before dispatch.

Retro condition?
 Retro shirts are clearly labelled. Unless otherwise stated, they’re new/unused. If a style is vintage re-issue or graded, we’ll specify condition on the product page.

Out of stock, will you restock?
 Core clubs and sizes restock frequently in season. Retro and limited runs sell out fast and may not return.

Can I reserve or pre-order?
 Where available, pre-orders will be marked on the product page with an estimated dispatch date. Your payment secures stock; you’ll receive updates by email.

 

 

6) Sizing, Fit & Personalisation

How do sizes run?
 Most kits fit true to size. Use the Size Guide on each product page (chest in cm/in). Prefer a looser fan fit? Go one size up.

Between sizes, what do you recommend?
 If you’re on the boundary, consider sizing up, especially if you’ll wear layers underneath.

Do you offer personalisation (name/number/patches)?
 When available, options appear on the product page. Personalised items are non-returnable unless faulty, so please double-check spellings and sizes.

 

 

7) Returns, Exchanges & Refunds

What’s your returns policy?

  • 30-day returns from delivery for unworn items with tags and original packaging.

  • Personalised items (name/number/patches) are non-returnable unless faulty.

  • Start your return via Returns & Exchanges (footer) or email support with your order number.

How do exchanges work?
 Choose Exchange in the returns portal. We ship the new size once your return is scanned by the carrier (inventory permitting).

Who pays for return shipping?

  • Change of mind / size: customer pays return postage (we keep it fair and clear at checkout/returns portal).

  • Faulty/incorrect item: Kitzone covers return shipping or provides a prepaid label.

When will I get my refund?
 Once we receive and inspect the return, refunds are issued to your original payment method within 3–5 working days (bank times may vary).

My item is faulty, what now?
 Email support@kitzone.co with photos and your order number within 7 days of delivery. We’ll replace or refund swiftly.

 

 

8) Care, Materials & Repairs

How should I care for my shirt?
 Cold wash, inside-out, mild detergent. Do not tumble dry. Avoid ironing directly over crests, numbers or sponsor prints.

Will colours or prints fade?
 Follow the care instructions and wash inside-out to protect colour and prints. Avoid fabric softeners and high heat.

 

 

9) Gifts & Packaging

Do you offer gift options?
 Yes, add a gift message at checkout. Gift receipts (no prices) are available on request, email support with your order number right after purchase.

Do you include invoices in the parcel?
 We email invoices; parcels include a packing slip without prices unless required for customs.

 

 

10) Promotions, Bundles & Pricing

Can I use more than one discount code?
 One code per order unless stated otherwise.

How do bundles work?
 Bundle offers (e.g., Derby Duo, Hat-Trick Pack) are applied automatically in cart when qualifying items are present. Bundles are subject to availability and can’t be combined with other discounts unless specified.

Do you price match?
 We focus on consistent, fan-friendly pricing. If you’ve seen a like-for-like item from a trusted retailer at a lower price, send us the link and we’ll see what we can do.

 

 

11) Sustainability & Ethics

Where are shirts made?
 Manufacturing locations vary by club and season. We partner with reputable suppliers and conduct QC on crest accuracy, colour, and stitching.

What about packaging?
 We aim to minimise plastic and use recyclable packaging where possible without compromising product protection.

 

 

12) Customer Support

How can I contact you?
 Email kitzoneinfo@gmail.com We reply within 1 working day.

When do you operate?
 Support hours: Mon–Fri, 09:00–17:00 CET (excluding public holidays). Orders are processed on working days.

Emergency order issue?
 Put URGENT in your subject line with your order number and a one-line description (e.g., “address typo” / “size change”).