FAQ

Ordering & Payment

1. Am I required to pay VAT or import duties on my purchase?
No. All prices displayed on our site are final and inclusive of any applicable taxes for shipments within our warehouse regions. For international orders, any applicable customs duties or import taxes are the responsibility of the recipient, as determined by local authorities.

2. Which payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) processed securely through our checkout, as well as PayPal.

3. Do you ship worldwide?
Yes, we are proud to ship to fans globally. Orders are dispatched from our regional warehouses to ensure the most efficient delivery.

4. Can I pay over the phone?
To ensure the highest level of security for your financial data, we do not accept payments over the phone. All transactions must be completed through our secure online checkout system.

5. Is my transaction secure?
Absolutely. Our website is secured with SSL encryption, and we are fully PCI-DSS compliant, ensuring that your payment and personal details are protected with the highest industry standards.

6. What should I do if my credit card payment is declined?
Please double-check that your card details, billing address, and CVV code are entered correctly. Ensure your bank authorizes international online transactions. If the issue persists, please try an alternative payment method like PayPal or contact your bank directly. Our support team is also available to assist.

7. What happens if my order is not confirmed but my card was charged?
Often, this is a temporary authorization hold from your bank, which should be released within 3-10 business days. If a full charge was processed for an unconfirmed order, please contact our support team immediately with your details, and we will investigate and resolve it promptly.

8. What if I cannot complete my order online?
Please contact our Customer Support team via email or the contact form on our website. We can help troubleshoot the issue or provide guidance to complete your purchase securely.

Order Processing & Shipping

9. Are all items in stock?
We strive to maintain accurate stock levels. Most items are in stock and ready to ship. High-demand items, especially during key football seasons, may sell out quickly. Real-time availability is shown on each product page.

10. Can I modify my order after it is placed?
We can only attempt to modify an order if it has not yet been processed for packing and shipping. Please contact us as soon as possible with your request and order number.

11. Can I cancel my order?
Yes, you may cancel your order within 1 hour of placing it, provided it has not advanced to the "Processing" or "Shipped" stage. Please see the procedure below.

12. How do I cancel an order?
To request a cancellation, please contact our Customer Support team immediately via email with your order number. We will confirm if cancellation is possible and process it for you.

13. What are your shipping methods and delivery times?
We use reliable tracked postal and courier services. Delivery times are estimates and vary by destination:

• Within UK & EU: 5-12 business days.

• North America & Australia: 10-18 business days.

• Rest of World: 12-25 business days.
  You will receive a confirmation with the chosen service and estimate at checkout.

14. How can I track my order?
Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number and a link to the carrier's tracking page. You can also find this information in your account dashboard.

15. What if my order hasn't arrived within the estimated timeframe?
Please first check your tracking link for the latest status, as delays can sometimes occur with carriers. If the tracking shows no movement for an extended period or the estimated delivery window has passed significantly, please contact us with your order number so we can investigate with the shipping provider.

After-Sales Service

16. What is your return & refund policy?
We offer a 30-day return policy from the date of delivery for items in new, unworn condition with all original tags attached. Returns must be initiated through your account or by contacting us. Please note: Customized items with printed names/numbers are final sale and cannot be returned unless faulty.

17. How long do refunds take to process?
Once we receive and inspect the returned item, we will process your refund within 5-7 business days. The refund will be issued to your original payment method. The time it takes for the funds to be reflected in your account depends on your bank or payment provider's processing times.

18. Are there any fees for returns?
The customer is responsible for the cost of return shipping, except in cases where we sent an incorrect or faulty item. We do not charge any additional restocking or processing fees for standard returns.

For further assistance, please contact us at: [email protected]

The PremierKitsDirect Team