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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

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.

What payment methods do you accept?

We accept the following payment methods: 
• Visa, MasterCard, American Express, Afterpay, Gift Cards, PayPal, Apple Pay and Alipay

Do prices include GST?

Yes, our prices are inclusive of GST which you can see calculated within your checkout

Do you accept afterpay?

Yes, we do! Afterpay is available for online orders up to $1,000 
Browse our online store and add items to your shopping bag 
When checking out, select Afterpay from the available payment methods
You will be directed to Afterpay’s website. Read more about Afterpay here.

Can I redeem my gift card online?

Yes. You can use your Gift Card to purchase most products available online and in store. Your Gift Card can be loaded with a value of your choice between $25 and $500, and is valid for a period of 1 year from the time of purchase. You can purchase a gift card here.


Shipping

How much will it cost for shipping?

Domestic (Australia Wide)

Express Shipping: Free on orders over $150, $10 under $150
Click and Collect: Free to both Sydney and Melbourne locations

International

Standard: $20 for all locations outside AU

Which countries do you ship to?

We ship to all countries worldwide.

Which postage company do you use?

Domestic (Australia-Wide): All domestic orders are shipped via TOLL.

Do you ship to PO Boxes?

We unfortunately do not ship to PO Boxes and Parcel Lockers.

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 TOLL with your tracking number once the package has left our warehouse. Then visit TOLL’s tracking service and enter in your tracking number to track the parcel: https://www.mytoll.com/

How long will it take for my order to arrive?

Domestic Shipping

Shipping Option Time Cost
Priority Shipping 1-3 business days Free on orders over $150
$10 under $150

International Shipping

Shipping Option Time Cost
International Shipping 7-15 business days All Areas $20

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

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

I’ve only received part of my order?

Sometimes orders are delivered in split deliveries. You will be notified by email if only part of your order is available to be collected or delivered.


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.

We are also unable to accept returns on any Club Zone products that have had team logos or player personalisation printed on to the item. 

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 exchange for an item of equal value.

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.


General

Do you offer university discounts (UNiDAYS)?

Yes we do — please head to our UNiDAYS page to sign up and receive your 10% discount.

Do you offer Gift Cards?

We do offer gift cards! You can view our range here.

Can I Cancel my order?

Prior to an order being marked as 'shipped' we are able to cancel individual items or the entire order. If an item or order is cancelled, you will need to allow at least 48 hours for the refund value to reflect back into your account.

How do I apply a discount code?

Discount coupons can be added at any stage during the customer checkout process. After the coupon code has been applied your discount amount will be displayed. 

Can I change the shipping address on my order?

Yes, you can— please notify us as soon as possible before an order is sent out so you can avoid delays. 


Click & Collect

What is click and collect?

Shop online and pick up for free in-store. Choose your products online, select Click & Collect and wait to hear from us. Once ready, you'll be able to collect your order in-store. Read more about Click and collect here.

How do I select a store for collection?

In the checkout process, under your postage choices, you will be able to select your preferred location to collect the item.

Where can I collect my order?

You can collect your order from two locations currently, our concept store in Sydney or our warehouse in Melbourne. Click here for more information on locations.

When I can collect my order?

To collect your order, wait to hear from us confirming that your order is ready for collection. Bring with you your order confirmation along with some photo identification and head to the in-store collection desk. Orders can take up to 3 working days.

What do I need to present when collecting my order?

Bring with you your order confirmation along with some photo identification and head to the in-store collection desk

Can someone else collect my order on my behalf?

Yes, all they will need is a copy of the order confirmation email and photo ID, so that the store can make a note of who collected the order.

How long do I have to collect my order?

Once your order is ready for collection and you’ve been notified, the store will hold your order for 30 days.

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 exchange for an item of equal value.

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?

(02) 8337 3200 - direct to store

1300 ULTRA1 (858721) - online orders
customerservice@ultrafootball.com

 

Online Customer Service hours Monday-Friday (9am-5pm)

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