Frequently Asked Questions

Frequently Asked Questions

Orders

How long does it take to process my order?

Standard non-personalised processing time is [PROCESSING TIME]. This applies after payment confirmation. We confirm all orders via email before dispatch. International orders may take additional time due to customs clearance.

Can I cancel or modify my order after placing it?

We process orders quickly. If you wish to cancel or modify your order, contact us immediately at [SUPPORT EMAIL]. We can usually accommodate requests within the first 24 hours, but cannot guarantee changes after processing has begun.

Do you hold stock of all listed products?

All items shown on our website are listed as in stock, but inventory is updated in real-time. Rare or older shirts may occasionally sell out during checkout. We notify you immediately if an item becomes unavailable and offer alternatives or a full refund.

What languages does your website support?

The shop is currently in English. We are expanding language options. If you have difficulty navigating or need assistance in another language, email [SUPPORT EMAIL].

Shipping & Delivery

What are the shipping costs?

Shipping costs depend on destination country and order weight. Costs are calculated and displayed before checkout. Orders over [FREE SHIPPING THRESHOLD] qualify for free standard shipping to most EU countries.

How long does delivery take?

Standard delivery within the EU is [DELIVERY TIME]. International delivery (outside EU) is [DELIVERY TIME]. These are estimates after dispatch; actual times vary by carrier and customs processing. Track your order via the tracking link sent in your dispatch email.

Which countries do you ship to?

We ship to EU member states and selected international destinations. Shipping costs and delivery times vary. Enter your address at checkout to see available options. If your country is not listed, contact [SUPPORT EMAIL].

What if my package is lost or damaged?

All orders are sent via [CARRIER] with tracking. If a package does not arrive within the estimated delivery window, contact us with your order number and tracking ID. We will investigate with the carrier and either arrange redelivery or issue a refund. Damaged goods must be reported within 14 days of receipt with photographic evidence.

Do I need to be home to receive my delivery?

Delivery depends on your carrier. [CARRIER] typically attempts delivery and may leave a notice. Check the carrier's tracking page for specific instructions for your address. You can often arrange alternative delivery locations or times through the carrier's website.

Are there customs charges or import taxes?

For EU orders, no additional taxes apply — all VAT is included in the displayed price. For shipments outside the EU, the recipient is responsible for any customs duties, import taxes, or VAT imposed by their country. These are not included in our shipping charge.

Sizes

Are your sizes European or Asian sizing?

Shirt sizes are based on European/international standards (XS, S, M, L, XL, XXL). We do not use Asian sizing. Sizes are consistent across club and national team jerseys, though fit may vary slightly between collections and manufacturers.

How do I choose the correct size?

Refer to the detailed size chart on each product page — measurements are provided in centimetres for chest width and length. Compare to a shirt that fits you well. If you are between sizes, consider that jerseys are designed for a modern, athletic fit; choose the larger size if you prefer a relaxed cut.

What if the size doesn't fit when it arrives?

We offer exchanges for different sizes at no additional charge if the shirt is unused, unwashed, and in original packaging. Non-personalised shirts can be returned within 14 days of receipt for a refund (return shipping cost borne by customer, unless the fault is ours — see Returns section). Personalised shirts are not eligible for return or exchange once produced.

Do children's sizes follow the same chart?

Yes. Infant, children's, and youth sizes are included in our size guide and follow European standards (infant 6M–24M, children's 2–8, youth 8–16). Proportions reflect child wear — chest and sleeve length scale appropriately. Try a size chart comparison if your child is at the boundary between ranges.

Personalization

Can I add a name and number to my shirt?

Yes. Most items offer free personalization with name (up to 12 characters) and a back number (0–99). Select the option during checkout and enter your details. Printing is applied via professional embroidery or heat-press depending on the shirt design. Personalization processing takes approximately [CUSTOMIZATION TOTAL TIME] business days (this includes an additional [CUSTOMIZATION EXTRA TIME] days beyond our standard [PROCESSING TIME] processing time). Once personalised, the shirt cannot be returned or exchanged (in accordance with EU consumer law — personalised goods are excluded from the 14-day right of withdrawal).

Can I add a different name or number to each shirt if I order multiple?

Yes. If you order several items, you can specify different personalization for each. Enter the details for each shirt in the personalization field during checkout, or email [SUPPORT EMAIL] with your order number immediately after purchase if you need to adjust.

Can I change the name or number after I've ordered?

Only if production has not yet started. We begin personalization within [CUSTOMIZATION TOTAL TIME] of order confirmation. Contact us immediately at [SUPPORT EMAIL] with your order number if you need changes. We will do our best to accommodate; changes requested after production has begun may incur additional charges or delay your delivery.

Are competition patches (Champions League, World Cup, etc.) free?

Most official competition patches are applied free of charge and are included with replica shirts of recent seasons. Vintage or rare patches may incur an additional fee (displayed in the product details). Historical patches (e.g., old World Cup emblems) are sometimes unavailable. Check the product description before purchase.

Can I request a custom patch or embroidery that isn't listed?

Custom embroidery beyond standard name and number may be possible on a case-by-case basis. Contact [SUPPORT EMAIL] with your request and a photo or description of what you'd like. We will advise on feasibility and any associated cost.

Returns & Refunds

What is your return policy?

Non-personalised shirts can be returned within 14 days of receipt for a refund (EU consumer law). Shirts must be unused, unwashed, with original tags attached, and in resaleable condition. Personalised shirts with name, number, or patches are not eligible for return or exchange — these fall under the legal exemption for goods made to customer specification (Directive 2011/83/EU, Article 16(c)).

How do I initiate a return?

Contact [SUPPORT EMAIL] within 14 days of delivery with your order number. We will provide a return address and instructions. Ship the item to [RETURN ADDRESS]. Return postage is the customer's responsibility unless the return is due to an error on our part or a defective product.

When will I receive my refund?

Refunds are processed within 14 days of receiving and inspecting the returned item. The original payment method is credited; bank refunds may take an additional 5–10 business days depending on your bank.

What if my shirt is faulty or doesn't match the description?

We stand behind the quality of our products. If you receive a shirt with defects (stitching, loose seams, discoloration, missing elements), notify us with photos within 14 days. We will arrange a replacement or refund at no cost to you. These cases are handled separately from standard returns and extend beyond the 14-day period if the fault is attributable to us.

Can I exchange a personalised shirt for a different size?

No. Personalised shirts cannot be exchanged or returned due to EU law (goods personalised per customer request are exempt from the right of withdrawal). Choose your size carefully using our size chart before placing your order. If you have genuine concerns about fit, contact us before completing checkout.

Product Information

Are your jerseys official or replicas?

We stock both official match jerseys (licensed direct from clubs and national federations) and high-quality fan replicas. Product pages clearly indicate which category each shirt falls into. Official jerseys carry club and sponsor branding as worn on the pitch; replicas replicate the design but may not carry all official licenses. Both are authentic in design and construction — not counterfeit.

What is the difference between a "fan" version and a "player" version?

Fan versions are designed for supporters — lighter fabric, standard fit, standard sizing, and lower price. Player versions replicate the technical kits worn on the pitch — premium material (often moisture-wicking, stretch), tailored athlete fit, precise embroidery, and higher cost. Player versions are also heavier and may run smaller than fan versions. Refer to size charts carefully, as they differ between versions.

Are the badges, logos, and sponsor logos printed or embroidered?

This varies by shirt and season. Authentic club badges are embroidered; most sponsor logos and smaller graphics are heat-pressed or printed. Vintage shirts may use different techniques than modern replicas. Product photos show the finish; if unclear, email [SUPPORT EMAIL] with the product code and we'll confirm the construction method.

What is the material composition?

Most modern kits are polyester (100% or blended with cotton for comfort and durability). Vintage shirts often use 100% cotton. Material details are listed in the product specifications. If you have allergies or material preferences, check the product page or contact [SUPPORT EMAIL] before ordering.

How should I care for and wash my jersey?

Wash in cold water (max 30°C) on a gentle cycle. Turn inside out before washing to protect logos and embroidery. Use mild detergent, avoid bleach, and do not tumble dry. Air dry flat or hang to dry. Do not iron directly over printed or embroidered areas. These care instructions preserve the shirt's condition and longevity, especially for personalised items.

Payment

What payment methods do you accept?

We accept credit and debit cards (Visa, Mastercard, American Express), bank transfers, and digital wallets (PayPal, Apple Pay, Google Pay) depending on your country. Payment options are displayed at checkout based on your location.

Is my payment secure?

All transactions are encrypted using industry-standard SSL/TLS security. Payment processing is handled by PCI-compliant partners. We never store full card details — your bank or payment provider handles sensitive information.

Will you send me a receipt?

Yes. An order confirmation is sent to your email immediately after payment. A detailed tax invoice (for EU customers, including VAT) is included with your shipment and also available in your account.

Do you charge VAT?

Yes. All prices displayed include VAT at the rate applicable to your delivery location. If you are VAT-registered in a different EU country, you may claim exemption — provide your valid VAT number at checkout. For non-EU orders, VAT is not added, but import duties may apply upon delivery (customer's responsibility).

Account & Legal

How do I contact customer support?

Email us at [SUPPORT EMAIL] with your order number or inquiry. We aim to respond within [SUPPORT RESPONSE TIME] during business hours. For urgent issues, include "URGENT" in the subject line.

What is your privacy policy?

We comply with GDPR (EU Regulation 2016/679). Your personal data is used only to process and deliver your order and for post-sale support. We do not sell data to third parties. Our full privacy policy is available on the website footer or by request from [SUPPORT EMAIL].

What is your legal information?

Jersey Lunatic is registered and operates in Spain under Spanish law (Ley de Servicios de la Sociedad de la Información y de Comercio Electrónico — LSSI-CE). For specific details regarding our legal entity name, registered address, VAT identification number (CIF/NIF), company registration details, telephone contact, or any required legal disclosure, please contact [SUPPORT EMAIL]. This information is also provided in our "Legal Notice" and "About Us" pages.