Frequently Asked Questions - FAQ
The Qantas Socceroos Official Online Store is operated under license by Velocity Brand Management (VBM). We get lots of enquiries about many elements of our products and our online store. To try and provide you with a location to quickly find some answers to questions you may have, we have developed these Frequently Asked Questions (FAQ’s). If you can't find an answer to your question here, please email our. Customer Service team. We are always here to help you with your enquiry and make your shopping experience with us as enjoyable as possible!
For optimum viewing and shopping experience we suggest you use latest browser versions of Internet Explorer, Firefox, Safari, Opera or Google Chrome. While all reasonable efforts have been made to optimise this website for Internet Explorer, versions 7 and 6 of that browser are not supported.
Online Accounts
Why would I register?
Registering makes it quicker and easier for you to use our site, for example:
- Your delivery and billing details are automatically populated into the checkout process, which saves you time when you are making your next purchase
- You will be able to view your purchase history, which will be handy if you want to see what size you bought in those garments last time, or what the name of the t-shirt was that fitted really well
When you log in to your account, you will be able to do the following:
- Proceed through checkout faster when making a purchase
- Check the status of orders
- View past orders
- Make changes to your account information
- Change your password
- Store alternative addresses (for shipping to multiple family members and friends)!
If you have joined our mailing list or bought something on site, this doesn’t mean you have created an account or registered. You may want to create an account, so that you can access these additional benefits.
What are you going to do with my information?
We may use your information in the following ways:
To process and fulfil your order, including sending emails to confirm your order status and shipment, along with customary business communications
- To process and fulfil your order, including sending emails to confirm your order status and shipment, along with customary business communications
- To verify your identity and to assist you if you have forgotten your username or password
- To communicate with you and to send you information by email, postal mail or other means about our products, services and promotions, only where you agree to receive such information
- To improve or update this website and our products/services
- To respond to your enquiries and communicate with you if necessary. You always have the choice not to receive marketing and promotional information. It is our policy to remove any member from out database or mailing list upon the members’ request. To unsubscribe from our email marketing communications, please log in to the site and in the ‘Sign In Here’ section, simply un-tick the Mailing List Preferences box. Or, you are welcome to contact our Customer Service team.
How do I register?
To register, go to the top of any page on the http://shop.footballaustralia.com.au website and click on ‘Access Pass’. Enter in your details including a valid email address and a password of your choice. Once finished, click submit and your account will be created
Note: you do not have to register to place an order. This will happen automatically when you log in as a Guest.
What if I forget my password?
If you have forgotten your password click here to recover it. Once you have done this, our system will then forward you an email with your log in details attached. Once you use the computer generated password, you will be able to logon once again and change your password (see ‘How do I change my password’?)
How do I change my password?
If you wish to change your password you will need to firstly log into your account via the ‘Access Pass’ at the top of the http://shop.footballaustralia.com.au. Once you have logged in, click on my account, which will take your through to your details page. From here you are able to simply enter in a new password and re-submit your account information.
How often will you send me an email?
We’ll only send you emails that are necessary in the process of you using the site, eg registration, purchase, or that have important information about our products and offers. We expect to send between one to two emails a month, but this frequency may change over time. If you feel you are receiving too many emails from us, please let us know, so that we can try to tailor our offering to your needs as the last thing we want you to feel is that we are spamming you!
Can I control how often you send me emails?
Whilst we will be sad to lose the opportunity to talk to you, you are able to unsubscribe from our marketing emails at any time. If you feel you are receiving too many emails from us, please let us know, so that we can try to tailor our offering to your needs as the last thing we want you to feel is that we are spamming you!
What is the Access Pass?
Over time, new ranges and team gear is introduced. By joining our Store membership through Access Pass, you will be notified about these ranges as well as being able to access exclusive offers and being given advanced warning of upcoming sales and special offers for our store members.
How to Shop Online
Simple steps to shopping online
If you wish to remove an item from your shopping cart simply click remove from shopping bag link in the shopping cart.
Once you are ready to finalise your order and you have your items in your shopping cart, click the checkout button to move to the login as a returning customer or sign in as a Guest step. If you have registered with us before, simply sign-in using your email address and password that you have for your account. Guests will be asked to enter billing and delivery details for this order to be able to continue.
You will then be taken through the payment process step by step.
The item I want is sold out. Will you get more in?
Generally we will only show items that are available in stock. Should an item be ordered and we have no stock available we will notify you when stock will be arriving and place your item on back order. If you do not want to wait we will cancel the item on your instruction.
With some special products we may take forward orders, however delivery details will be advised at the time you place your order.
Please contact us regarding any particular item you would like, including size and colour, and we will let you know if we are able to source it for you.
Can I modify my order?
Please be aware that once an order has been placed, we may not be able to modify it. If for some reason you are unhappy with the order you placed, or wish to change it please notify our Customer Service team as soon as possible or via fax at +61 2 9438 3374.
How can I personalise a jersey?
How can I personalise a jersey?
Get the same name and number applied on to your jersey as your favourite player or create your own personalised name and number set!
Pricing:
Player Name OR Your Name & Number Set - $30.00 for both name and number (maximum of 10 letters including spaces). Please note this includes your desired number on the front and back of the jersey in addition to your name. Should you wish to have any amendment to this, please contact Customer Service to discuss your preferences with them.
Name Only - $15.00 (maximum of 10 letters including spaces).
Number Only - $15.00
How do I Personalise my Jersey?
Step 1: Select the jersey you want personalised
Step 2: Select the size and quantity of this item and add your name and/or number into the text box or select your favourite Qantas Socceroos players details - see it appear as it will be on the jersey
Step 3: Review and ensure you and happy with what appears on screen
Step 4: Add this item to your cart
Step 5: Proceed to checkout. Fill out your delivery details or if you are a returning customer login in to your account as prompted
Step 6: Follow the on screen instructions to complete your order
Terms & Conditions for Personalisation:
We are unable to accept returns or exchange items that have undergone personalisation, unless they have been found faulty after detailed examination by our Customer Service 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 customised your item/s contrary to your instructions and the confirmation notice, we will gladly replace them. We will not accept returns of customised items if prior to, during or after the customisation process a player changes his number, is injured or leaves the team for any reason.
The online store kit builder is provided for illustrative purposes only. Actual printing may differ from generated image. All name and number printing will be curved as per player printing.
Customised printing deemed offensive will not be printed.
Please note that our personalisation service can take an extra 5 days to complete.
Do you have sizing information?
Yes. Our apparel has a ‘sizing’ tab link on the product page that will be specific for that product. If you wish to view all of our sizing information at once, please click here.
Which credit cards do you accept?
We accept Visa, MasterCard and American Express.
What other payment options do you have?
Buying online with us is safe and secure however we do appreciate that some people prefer not to order or provide their credit card details over the internet. As an alternative, you can also pay by using your online bank account, sending a Bank Cheque or sending your credit card details by fax on +61 2 9438 3374. In addition we also accepts payments via PayPal accounts using PayPal Express Checkout, an option you will be presented with during checkout.
Our Bank Account Details:
BSB 082-057
A/C 87-474-3622
Please list your surname as the description when completing the transfer.
Our Customer Services team will also accept your order via mail – our address is:
Qantas Socceroos Official Online Store
C/-VBM
PO Box 6217
North Sydney NSW 2060
If you do not wish to use the online shopping cart to order, you can print out a fax order form and fax it through to +61 2 9438 3374.
Click here for the fax order form.
Furthermore, payment may also be made manually for your purchase via a cheque or money order. Please make these out to ‘Velocity Brand Management’ and send in to:
Qantas Socceroos Official Online Store
C/-VBM
PO Box 6217
North Sydney NSW 2060
Payment must be received within seven (7) working days from placement of the order for the order to remain valid. After it is received, a cheque and money order payment may take up to seven to 10 business days to process and post into our account. Please remember that this does not include weekends and holidays. Payment must be received in full prior to any merchandise being dispatched.
Note: When making payment by cheque or money order, please ensure your name, address and contact details are written on the reverse of the cheque to ensure your payment is allocated accordingly.
For further information, please contact our Customer Service team.
Exchange Rates
To view the prices on our product pages, shopping cart and checkout in your currency please click on the currency converter. Click on the currency converter and then choose from the currencies shown from the drop down box that appears in the pop-up box. When you have chosen the currency, the page will refresh and the converted amounts will appear.
Please note that all currency conversions shown on our site are approximates only and when your credit card is charged the conversion will be done by your credit card company and not by http://shop.footballaustralia.com.au
Returns
We want you to be totally happy with any purchases from http://shop.footballaustralia.com.au and will do whatever we can within our policy to ensure that you remain a satisfied customer of ours - and that's the spirit behind our store and our returns policy.
What is your returns policy?
http://shop.footballaustralia.com.au is happy to accept the return of goods for a full refund within 14 days of receipt if a product is not of merchandisable quality i.e. faulty.
To return a product under this circumstance, you should carefully package it up; enclose a completed Exchange/Return Form with a copy of your receipt attached. Affix the correct postage, and send the return to:
Qantas Socceroos Official Online Store
C/-VBM
PO Box 6217
North Sydney NSW 2060
Please see our Returns & Exchanges section for further details.
Please choose carefully, refunds are not provided for change of mind. We are happy to exchange a product within 14 days of purchase on presentation of a receipt and a completed Exchange/Return Form, however refunds under these circumstances will not be offered.
I have changed my mind – will you let me exchange my purchase?
Yes. http://shop.footballaustralia.com.au accepts the exchange of goods within 14 days of receipt as long as they remain unworn with tags attached. Unfortunately http://shop.footballaustralia.com.au does not refund shipping and handling costs associated with these items. For more information, please see our Returns & Exchanges section.
Please choose carefully, refunds are not provided for change of mind. We are happy to exchange a product within 14 days of purchase on presentation of a receipt and a completed Exchange/Return Form, however refunds under these circumstances will not be offered.
Where do I send my return/exchange?
Qantas Socceroos Official Online Store
C/-VBM
PO Box 6217
North Sydney NSW 2060
Please ensure a completed Exchange/Return Form is accompanied with your return parcel.
For more information, please see our Returns & Exchanges section.
When will my credit card be refunded?
For refunds of faulty merchandise, please note that the refund will not show in your bank account until at least 3 days after the refund had been made by http://shop.footballaustralia.com.au. If it is not there after this time, please check with your bank before contacting our Customer Service team.
What information do I need to send with my return?
Goods must be returned in original condition, unworn and with tags attached. Please ensure you have your supporting documentation as proof of purchase. Please ensure that you indicate clearly on the enclosed Exchange/Return Form your reason for return and your preferred remedy, ie whether you would like an exchange or refund (if the product is faulty) and if an exchange, the exact details of what you would like, including the name, size and colour as per the information for that item on our website.
For more information, please see our Returns & Exchanges section.
What is the cost of return shipping?
For supply error or faulty goods, we will arrange free replacement delivery for any goods either supplied in error or faulty upon delivery. For change of size or colour, unfortunately your shipping and handling charges on these returns are non-refundable and you will have to pay for your new selection to be sent.http://shop.footballaustralia.com.au is not liable for the loss of garments being returned. To protect yourself you may want to use an insured service to return your goods, as these remain the property of the customer until an email confirmation is sent to acknowledge our receipt of the item or items.
What if I receive a faulty item?
http://shop.footballaustralia.com.au will accept the return of goods delivered that are faulty within 14 days of receipt. Our quality control team inspect all deliveries from http://shop.footballaustralia.com.au to ensure the goods you receive meet our exacting quality standards. However, if you do receive a faulty or damaged item/s please contact us at http://shop.footballaustralia.com.au to arrange a free replacement delivery, or we will refund your purchase price if out of stock (postage and packaging for the replacement item will be at http://shop.footballaustralia.com.aucost).
For more information, please see our Returns & Exchanges section.
Can I return or exchange my Internet purchase at a store?
At this point in time there are no physical stores in operation so unfortunately this is not possible. Other sports and department retailers are not linked with http://shop.footballaustralia.com.au therefore you will only be able to contact our Customer Service team or fax us at +61 2 9438 3374 to speak to us about your order.
Delivery
We've done our best to make delivery as easy and cost effective for you as possible.
Although there is a delivery charge involved in shopping at http://shop.footballaustralia.com.au we believe that that you will in fact save money - not to mention your time and energy - by shopping with us via the internet.
If you've ever added up how much it costs you in transport or petrol and parking to go shopping, we're sure you'll understand!
Delivery times and costs will differ depending on whether you choose to have your purchases delivered Standard or Express. Please note the delivery times are calculated on business days (generally Monday - Friday except holidays).
If you still have questions after reading the following, please contact us at customerserviceffa@velocitybrandmanagement.com
How long will it take me to receive my order?
We use every endeavour to ensure that your http://shop.footballaustralia.com.au order is with you 5 working days after you we have dispatched it within Australia. Please note that this timeline is obviously different for international addresses and is dependent on the delivery method selected (i.e. standard or priority).
When will I be billed for my order?
Your credit card will be charged for your order once we have your order ready for dispatch.
Can I have my order delivered to a different address from my billing address?
Yes. To have your items delivered to a different address, simply enter in the details on our delivery information page.
How do I send different items to different people at different addresses?
You will need to create a different order for each of the different addresses.
What customs charges do I need to pay?
All of our delivery charges are calculated during the order process. Therefore you will be responsible for any local duties payable on the receipt of your order should they be levied by the country of importation. Items delivered via International Courier are more likely to have Custom and GST/VAT charges levied by the importing country.
Do you ship overseas?
Yes, we do! By ordering online, we can have your desired products shipped to you anywhere in the world. When selecting a particular item, you can calculate the shipping for that item based on where in the world you are.
Wishlist
What is a Wishlist?
A Wishlist is like a shopping list or short list and allows you to identify products you would like for a future purchase. As you browse our product range you can select products that take your interest and add them to your own Wishlist.
You can then narrow down your actual purchase to items you definitely want ... you can share it with friends, family and colleagues via email... or you can simply leave it in your Wishlist for the future (when you return to our site you will know your favourite products already). Sharing your Wishlist is easy. Once your have added items to it you can add email addresses and a message to the recipients of your Wishlist.
How do I create a Wishlist?
You'll need to have an account with us to change or create your wish list registry online.
If you're new to http://shop.footballaustralia.com.au you can create an account via the ‘Access Pass’ If you already have an account, log in now under the ‘Access Pass’How do I edit a Wishlist?
Once you've chosen the items and the quantities you want, click "Add to Wishlist" You can also remove items from your Wishlist.
How do I delete a Wishlist?
While you cannot delete a Wishllist, you can simply remove all the items from it.
Contacting the FFA Online Store
Contact Us
The Socceroos Official Online Store is operated under license by Velocity Brand Management (VBM)
We welcome and appreciate feedback from our customers, new and old. Please email our Customer Service team. We will endeavour to get back to you as soon as possible!
If you’d prefer to write, our address is:
Qantas Socceroos Official Online Store
C/-VBM
PO Box 6217
North Sydney NSW 2060
Social Media
Visit our Facebook page
Visit our Twitter Page
