WE ANSWER YOUR QUESTIONS

Frequently Asked Questions

WE ANSWER YOUR QUESTIONS

Frequently Asked Questions

Shipping and delivery

To which destinations do you ship your products?

We ship worldwide using postal and courier services.

(Normally, we prepare and ship your package the same day or the next day, except during peak periods like Christmas when order volume is higher. Package preparation time is not included in the shipping times shown below.)

Delivery days: Monday to Friday only, excluding public holidays
All packages will require a delivery signature to confirm that the package has been successfully delivered.

Please note that customs duties may apply in some countries outside the European Union. We cannot refund customs fees charged by local authorities.

Are there customs fees?

Customers in the European Union do not have to pay any extra costs to receive a package after it has passed through customs in the destination country.

International purchases outside the European Union may incur customs duties. These duties are levied by the local customs authorities in the destination country, and we cannot predict their amount or refund them. If these duties are not paid and the package is returned to the sender, FutbolPack reserves the right to deduct any additional costs incurred due to the return to our warehouse.

What are the shipping prices and times?

Except for Spain and Andorra, prices for all other countries vary depending on the weight of the order. The cost will be calculated automatically on the checkout screen.

Cash on delivery and express delivery are available in Spain. Cash on delivery is not available for orders outside of Spain.

SPAIN (Peninsula / Balearic Islands)

  • FREE shipping on purchases over €99 with delivery in 3 to 5 business days.
  • Cash on delivery with delivery in 3 to 5 business days. €5 surcharge
  • Express shipping with delivery in 2 to 4 business days. Supplement of €3.99

SPAIN (Canary Islands, Ceuta and Melilla)

  • Air delivery to the Canary Islands with delivery in 3 to 10 business days. From €9.99

EUROPE

  • Germany - 3 to 7 business days from €7.99
  • Austria - 3 to 7 business days from €8.99
  • Belgium - 2 to 7 business days from €18.99
  • Czechia - 3 to 7 business days from €8.99
  • Denmark - 3 to 8 business days from €12.99
  • Slovenia - 3 to 7 business days from €9.99
  • Estonia - 4 to 8 business days from €9.99
  • France - 4 to 8 business days from €10.99
  • Ireland - 4 to 9 business days from €10.99
  • Italy - 3 to 8 business days from €11.99
  • Latvia - 3 to 8 business days from €8.99
  • Lithuania - 3 to 8 business days from €8.99
  • Luxembourg - 4 to 8 business days from €8.99
  • Netherlands - 2 to 6 business days from €9.99
  • Poland - 3 to 8 business days from €9.99
  • Portugal - 3 to 5 business days from €7.99
  • United Kingdom - 4 to 8 business days from €15.99
  • Romania - 3 to 7 business days from €9.99
  • Sweden - 4 to 8 business days from €10.99
  • Switzerland - 3 to 7 business days from €13.99

International shipping costs vary depending on the weight of the order. Check the cost and delivery times on the checkout screen.

REST OF THE WORLD

  • Argentina - 14 to 19 business days from €19.99
  • Australia - 5 to 9 business days from €15.99
  • Brazil - 4 to 8 business days from €20.99
  • Canada - 6 to 10 business days from €20.99
  • Chile - 4 to 9 business days from €17.99
  • China - 5 to 9 business days from €7.99
  • Colombia - 6 to 10 business days from €14.99
  • USA - 5 to 10 business days from €20.99
  • United Arab Emirates - 3 to 7 business days from €7.99
  • Japan - 4 to 8 business days from €15.99
  • Mexico - 6 to 11 business days from €19.99
  • New Zealand - 6 to 10 business days from €14.99


International shipping costs vary depending on the weight of the order. Check the cost and delivery times on the checkout screen.

How can I track my order?

We will typically send two emails regarding the status of your order. The first is to confirm the order, and the second will notify you that it has been shipped. The second email contains a tracking number and a link so you can track its progress.

Please allow 24 hours for the logistics company to update the tracking numbers.

Delayed Deliveries

Occasionally problems may arise, but our customer service team will do everything possible to resolve them and ensure that orders arrive at their destination as soon as possible.

We define a delayed package as one that has not arrived within the dates indicated at the time of purchase. If you don't remember this date, you can find it in the original order confirmation email.

However, a delayed delivery does not mean the package is lost; in fact, it is very rare for packages to be lost in transit. In the rare event that the carrier declares a package lost, we can offer a full refund or a replacement order, depending on your preference and stock availability. Loss claims can only be made after a certain period of time following shipment. This varies by country, but the typical timeframe is 30 business days.

If a package doesn't arrive by the estimated delivery date, please contact us and we'll open an investigation with our shipping partners. We won't be able to do anything until then.

Our shipping partners will track your package within their network and provide an update that we'll share with you as soon as we receive it. This process typically takes 2 to 3 business days, but please allow up to 7 days for delivery, as it may take longer during peak periods.

We cannot investigate a package or declare it lost if it was shipped more than 80 days ago. Please contact us as soon as possible if a package is delayed.

Products

What's included in the surprise box?

The Surprise boxes include:

  • Team jersey
  • Club shirt shaped box
  • Key ring
  • Framed picture
  • Credit card sticker
  • Team bracelet
  • Cap
  • Poster
  • Player's greeting with voice in a letter
  • Framed picture (10x15cm)
  • Trading cards and stickers
  • Scarf, medal, mobile phone case and other extras (only in Premium boxes)

The box can be Standard or Premium , it all depends on luck!

⚠️ Low Cost boxes They won't be able to touch you.

We advise you to take a look at the description of each box or our comparison table of boxes in the How does it work section?

What does the personalized box include?

Each personalized box contains exclusive items made to your liking.

Customized boxes include:

  • T-shirt chosen, with personalized name and number .
  • Box in the shape of the selected team's jersey.
  • Team keychain or personalized (you can upload your photo).
  • Framed picture 10x15 cm of the team or personalized.
  • Personalized card with a player's voice audio (you can upload text for them to say).
  • Personalized mobile phone case with the photo of your choice or of the team.

How do I upload my custom photos for the custom box?

At the bottom of the product page you'll find the option to upload your images. You can upload up to 4 images, including the image of the t-shirt.

The product appears as Reserved, what does that mean?

If a product is marked as a pre-order, it means that it is currently out of stock, but it will be restocked within approximately 15 to 30 days. By pre-ordering, you are guaranteed priority access to the product as soon as it becomes available.

Once you reserve your item and make your payment, you won't need to do anything else. When we receive the new inventory, we'll prepare your order and ship it, notifying you via email that it has been shipped along with the tracking number. (Please check your spam folder in case it ends up there.)

During times like Christmas, restocking times for requested products may be shorter, but we cannot know exactly when the carrier will arrive with the new shipment at our facilities.

What are the garment measurements?

You can check the sizes of our garments by accessing our Size Chart page.

Do you offer promotions?

At FutbolPack we love to pamper our loyal fans with promotions you won't want to miss.

Have you placed an order with us? Great! 🌟 If you share a review with a photo of your new purchase using the QR code included in your order box, we'll give you a special discount on your next purchase. It's our way of saying, "Thank you for being part of our soccer family!"

And if you're wondering why we do this, it's simple: Your opinion matters to us. It helps us grow and offer you an ever-improving service. 🚀

But be warned! Our promotions are as dynamic as football itself. They change depending on the season and special events. That's why we suggest you keep an eye on our social media and subscribe to our newsletter. That way you'll always be up-to-date with the best plays... I mean, offers!

How to wash and care for football shirts?

Properly caring for your football shirt is important to keep it in good condition and extend its lifespan. Below are three steps for washing and caring for your football shirt:

  1. Storage: Before washing your soccer jersey, it's important to store it properly. Make sure to fold it and place it in a cool, dry place away from direct sunlight. It's also advisable to store it in a dust-free and moisture-free location.
  2. Washing: To wash your soccer jersey, follow the care instructions on the label. Generally, it is recommended to hand wash soccer jerseys or use a delicate cycle in the washing machine. Use a mild detergent and avoid fabric softeners. It is also advisable to wash your soccer jersey with similar colors to prevent color bleeding.
  3. Drying: After washing, be sure to dry your football shirt properly. Do not expose it to direct sunlight and avoid using a dryer. It is recommended to hang it on a clothesline or lay it flat to dry. Make sure it is completely dry before folding or storing it.

It's important to note that some soccer jerseys have a patch. This can be washed with the jersey, but it's recommended not to put it in the dryer to avoid damaging it. By following these three simple steps, you can keep your soccer jersey in good condition and extend its lifespan.

Does the packaging of the boxes come with the brand logo on the outside?

When packing our football boxes for shipping, they are placed in a box with our brand logos.

At the moment, we can't offer plain packaging without logos in case the recipient is the one who will receive the gift and you don't want them to know. However, please contact us so we can try to find a solution.

Please note that the shipping label provided by Correos also shows our company name as the sender, and this information must always remain.

Exchanges and returns

How do I prepare the product and its box for return or exchange?

It is important that you keep the original packaging.

If you wish to exchange or return the item, it is NECESSARY to send it back in the same condition as when you received it. This prevents the product from being damaged during return shipping, including impacts, irreversible damage, or getting wet due to the weather. Otherwise, we would be unable to proceed with the return as the product would arrive in poor condition.

Do you accept exchanges and returns?

FutbolPack grants the buyer a return period of 14 calendar days from the date of delivery of the Product.

Only returns of Products that meet the following requirements will be accepted:

  • The product must be in perfect condition (except for manufacturing defects), complete, and in its original packaging.
  • That the product has not been used in any way.

Please note that the return shipping costs for cancellations or refunds are the responsibility of the buyer. In mainland Spain and the Balearic Islands, the cost is €7.99 per package. For other regions, the return shipping cost will vary depending on the country.

The buyer must assume the cost through the transport company of their choice and notify us.

***The above warning does not apply to products with manufacturing defects.

In the case of a size exchange , the buyer will be responsible for both the shipping costs to our facilities and the reshipment of the new size to the customer's address. For more information on how to process this, please contact our Customer Service department.

No returns will be accepted in the following cases:

  • If the Products are not in perfect condition (except for manufacturing defects).
  • If more than 14 calendar days have passed since the delivery of the Product that you intend to return.
  • If the product has been damaged by misuse or negligence (exposure to chemicals, caustic substances, open flame source, excessive heat, sharp objects...).
  • Products customized by the customer.
  • If the product was purchased on clearance or sale.
  • If the product was purchased through an intermediary, the return must be requested directly through the intermediary, under their return policy.

**The above warning does not apply to products with manufacturing defects.