CUSTOMISATION TERMS & CONDITIONS

By placing an order for customised products with Ultra Football, you agree to the following, in addition to our general Terms of Service:

1. Custom Orders

- All customised items are made exactly as entered by you at checkout. Double-check names, numbers, and selections before submitting.
- We are not responsible for customer errors. If a mistake is made due to incorrect details provided, the cost of a replacement is your responsibility.
- Custom items are typically shipped within 14 working days, but this may vary depending on order volume.
- If you're customising a jersey or font not purchased from Ultra Football, a surcharge applies. You must also sign a waiver. We’re not liable for any damage to garments provided by customers.
- Follow our care instructions to maintain your customised item. We aren’t responsible for damage caused by incorrect washing or care.
- View care instructions here

2. No Refunds or Exchanges

- Custom items cannot be returned or exchanged, unless required under Australian Consumer Law.
- No refunds or changes will be given for customer input errors (e.g. spelling, numbers).
- Personalised orders cannot be cancelled once placed, though exceptions may be considered at our discretion.

3. Free Customisation for Platinum Members

- Free customisation is exclusive to Platinum Members and applies only to items bought from Ultra Football.
- Customisation must be added during the same transaction online or in-store.
- For in-store purchases, customisation must be completed on the day—we can’t accept items to customise later.
- Free customisation can only be used on licensed products (eg. Halaand 9 – on Man City Jersey) and does not apply to teamwear products of two or more items where names, numbers, initials, and/or other identifying details related to a team/group. This will also apply to multiple orders using the same products and customisation under the same customer.
- Proof of purchase is required.
- If same-day customisation isn’t possible, we’ll agree on a completion date with you.
- Not applicable on badges/patches
- Not applicable on Sale items
- A limit of ($150/Annually) is the available free customisation as a platinum member
- See full list of applicable customisation here

4. Personalisation Rules

We won’t customise items with content that:

- Violates copyright or trademarks.
- Is offensive, defamatory, abusive, or discriminatory.
- Pretends to be someone else or misuses personal data.
- Promotes violence, illegal acts, or hate speech.
- Implies Ultra Football endorsement when none exists.

5. Third-Party Services & Overseas Orders

- We may share your details with trusted third parties to fulfil your customisation.
- Ultra Football isn’t responsible for import taxes or customs duties on international orders.

6. Right to Refuse

We may refuse a customisation request for any reason, including:

- Offensive or inappropriate content.
- High volume of orders.
- Items or fonts not purchased from us.
- Limited capacity at the time.
- Exceeds the amount of free customisation available as a platinum member ($150/Annually)

7. Player Names & Numbers

Player names & numbers will not be final until the transfer window closes. Ultra Football is not responsible for any changes made to jersey numbers prior to the season. Ultra Football endeavours to offer the most 'up-to date' personalisation as possible.

8. Updates

We may update these terms at any time. The latest version is always available on our website.

FAQS

1. WILL MY CUSTOMISATION MATCH OFFICIAL CLUB, LEAGUE AND ASSOCIATION STANDARDS?

Yes, Ultra Football exclusively stays true to authentic club, league, and national association standards.

What this means

Lettering and numbering styles are the official fonts used by leagues and clubs.
Sizes and placements of names and numbers adhere to the original kit specifications.
Accuracy is maintained across all personalised items purchased through Ultra Football
Customisation options on certain clubs may be limited due to availability.

If you have specific requirements or want to confirm if your item will meet standards, submit a request to our Customer Experience team before placing an order.

2. CAN I BRING MY OWN TOP TO GET CUSTOMISED AT ULTRA FOOTBALL?

Yes, Ultra Football can apply customisation to tops not purchased from us, subject to a surcharge. You can come into either one of our Sydney or Melbourne stores to chat with our customisation team.

Pricing

Name & number set: $45
Additional badges: $15 (per badge)
Surcharge for non-Ultra purchased products: $20

Important notes

All customisation is completed according to club, and league approved badges, styles and fonts.
Customisation options can be limited to Ultra's availability.

For any questions about availability, or to arrange customisation of a non-Ultra purchased top, submit our request to our Customer Experience team with the details of your request and your item.

3. CAN I CANCEL A CUSTOMISED ORDER?

Customised orders can only be cancelled within 12 hours of placing your order. This is because custom items begin processing quickly to ensure fast turnaround times.

After the 12 hour window has passed, we're unable to guarantee we can cancel the order as the personalisation may have already begun.

Important notes

Customised or personalised products cannot be cancelled once production has started.
Standard items in the same order can still be cancelled if they have not yet been fulfilled or shipped.
Customised items cannot be returned

If you need any assistance or have any questions about your custom order, please submit a request to our customer experience team and we'll be happy to help.

4. CAN I RETURN CUSTOMISED OR PERSONALISED PRODUCTS?

In most cases, customised or personalised products cannot be returned. This is includes items with name printing, number, embroidery, badges, or any other form of customisation.

Why customised items can't be returned

Once an item has been personalised. it cannot be resold, so we are unable to offer refunds, exchanges, or change of mind returns for these items. See our Returns Policy for more information.

Exceptions

You can return a customised item if:

The product is faulty
You received the wrong customisation, or
There is a manufacturing defect with the garment.

If you're unsure whether your customised product qualifies for a return, our Customer Experience team is happy to help, just submit a request.

5. CAN I CHANGE THE NAME AND NUMBER AFTER I HAVE PLACED A CUSTOMISED ORDER?

We encourage all customers to review their customisation order details thoroughly prior to finalising their purchases, however we may be able to accommodate order changes if your order is yet to be processed by our customisation team.

Customisation change policy

You can update the name, number, or personalisation details on your customised item within 12 hours.
After 12 hours, we cannot guarantee orders cannot be altered or cancelled.

How to request a change

If you need to update your customisation details, submit a request to our Customer Experience team immediately and please provide:

Your order number
The correction to your name/number
Any additional customisation details

Submitting the request as soon as possible increases the chance we can make the change before the order progresses.

6. THERE IS AN ERROR ON MY CUSTOMISED ORDER, WHAT DO I DO?

If you have received your order and you have noticed an error on your customised order (e.g., incorrect name, number, missing badge), it's important to contact us as soon as possible.

What to do

Submit a request to our Customer Experience team immediately and include;
- Your order number
- Photos of the customisation error
- Photos of the order form which cam in the package
Our team will review your request and advise on next steps, which may include;
- Correction of the customisation (if still possible)
- Replacement of the item
- Refund, exchange, or credit if applicable.

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