Frequently Asked Questions

Orders

Can I change/cancel my order?

Whilst we would ask that you check the details of your order very carefully before placing your order we may be able to make changes to your purchase if it hasn’t already been shipped from the warehouse. Please contact our customer service team to find out if this is possible.

What if the item I want to purchase is not available or out of stock?

We apologise if your item is out of stock or not available in your size but unfortunately popular items do tend to sell out quickly. However, we would encourage you send us an email and we can check to see when it is expected back in stock.

I am struggling to place an order, what should I do?

If you are experiencing issues with our website which is preventing you from placing your order please contact our customer service team who will be happy to assist.


Payment

Do your prices include GST?

Yes all product prices displayed on the website include GST.

What cards do you accept?

We accept payment via VISA, MasterCard and American Express. Your card will be debited at the time of order.

How secure is my credit card and personal information?

Your security whilst shopping with us at Ultra Football is very important and we take all reasonable measures to ensure that your credit card details and personal details are kept safe at all times. Your credit card information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Furthermore, our payment gateway adheres to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

Do you accept PayPal?

Yes we accept PayPal as a payment method. At the checkout select Checkout with PayPal. You will be redirected to PayPal where you follow the onscreen instructions to enter your personal information and complete your payment. After completing your order you will receive two emails, one from Ultra Football confirming your order and one from PayPal to confirm your payment.

What currency are the prices on your site shown in?

All product prices on the website are shown in Australian Dollars.


Shipping

How much will it cost for shipping?

Domestic (Australia Wide): Free on orders over $150, $7.50 under $150

Which countries do you ship to?

Currently we ship to Australia only. Unfortunately we do not currently ship internationally but it is something that we are looking into for the future.

Which postage company do you use?

Domestic (Australia-Wide): All domestic orders are shipped via Australia Post’s eParcel service.

Do you ship to PO Boxes?

Yes we do ship to PO Boxes within Australia only.

If there is a problem with receiving my package who do I contact?

Go to our Contact Us page to get in touch.

Can I track my order?

Yes, you will receive an email from Australia Post with your tracking number once the package has left our warehouse. Then visit Australia Post’s tracking service and enter in your tracking number to track the parcel: http://auspost.com.au/parcels-mail/track.html#/track

How long will it take for my order to arrive?

Domestic Shipping

Shipping Option Where Time Cost
Standard Shipping Metro Areas (Australia) 2-5 business days Free on orders over $150
$7.50 under $150
Standard Shipping Rural Areas (Australia) 5-10 business days Free on orders over $150
$7.50 under $150

What happens if I’m not home when my order arrives?

Domestic Australia-wide (Australia Post)
If you are not available when Australia Post attempt to deliver your package then a card will be left by the delivery driver with details to locate your package at your local Post Office or organise a re-delivery.


Returns

Do I have to pay to return my package?

Yes you do. The only exception being if there is a problem with the item that Ultra Football provided e.g. the item is faulty or defected in some way. See ‘What do I do if my order is faulty’ for further info.

What do I do if my order is faulty?

Please contact us ASAP if you suspect that the item you purchased from Ultra Football is faulty. If the age of your item falls within certain guidelines, it will be inspected by our Product Assessments team - and if the item is deemed to be faulty due to manufacturing or fabric defect, Ultra Football will replace or refund free of additional freight charges. If deemed not to be faulty, it will not qualify for an exchange or refund under this return type.

Can I return personalised items?

We are unable to accept returns or exchange items that have undergone personalisation, unless they have been found faulty after detailed examination by our Product Assessments team. Please choose your personalisation details carefully, and retain a copy of your confirmation notice for future reference. If it is found that we have incorrectly personalised your item/s contrary to your instructions and the confirmation notice, we will gladly replace them. We will not accept returns of personalised items if prior to, during or after the personalisation process a player changes his number or leaves a club.

What if the colour of my item doesn’t match that of what I purchased?

Ultra Football will cover the re-delivery charges if the colour item you received is not what you initially purchased. As customers can appreciate however, colours shown on an internet exchange may not be an exact match to the physical goods, therefore the colour shown is for illustrative purposes only.

Can I get a refund, exchange or store credit?

Yes, depending on the return reason for your order you may be able to choose from a refund, exchange or online store credit.

How long do I have to return my order?

Items must be returned within 30 days of original dispatch date in a resalable condition (unworn, unwashed, with the tags still attached, and original packaging).

Can I return my order if I change my mind?

Yes you can, however, Ultra Football is unable to accept items that have had the tags removed, have been personalised, worn, washed or have the original box packaging damaged. Change of mind returns only apply to items in a resalable condition during which Ultra Football will either exchange the item for online store credit or refund the amount of the item, less the original freight charges.

How do I return my order?

By Post

To return any unwanted items complete the enclosed returns form that comes with your order, use a suitable satchel as we cannot refund any orders with damaged boxes and return to the following address:

Attn: Ultra Football Returns
1 Expo Court,
Mount Waverley
Victoria
3149

 

Online

Alternatively, you can now return you unwanted items online. Just go to: https://returns.auspost.com.au/ultra-football-pty-ltd and print your return label at home or in your local Australia Post store. Once you have your label, securely attach it to the top face of the parcel, pack your items securely, enclose the returns form that came with your order and post at any Post Office or red street posting box. We charge a $12 flat fee to use this online service.

Popular Questions

Can I return my order if I change my mind?

Yes you can, however, Ultra Football is unable to accept items that have had the tags removed, have been personalised, worn, washed or have the original box packaging damaged. Change of mind returns only apply to items in a resalable condition during which Ultra Football will either exchange the item for online store credit or refund the amount of the item, less the original freight charges.

What cards do you accept?

We accept payment via VISA, MasterCard and American Express. Your card will be debited at the time of order.

How secure is my credit card and personal information?

Your security whilst shopping with us at Ultra Football is very important and we take all reasonable measures to ensure that your credit card details and personal details are kept safe at all times. Your credit card information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Furthermore, our payment gateway adheres to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.


Contact Us

Didn't find the answer you were looking for?

1300 ULTRA1 (858721)
customerservice@ultrafootball.com