Help & FAQs

Our return process can be started using the ‘Return Items’ link on the original order in the My Account section.

If this option is not available, please contact us to start the return process using the Contact Us form on this website.

We accept returns for any of the following reasons:

• Product differs from the description
• Item does not fit
• Received incorrect item
• Ordered incorrect item
• Item arrived damaged
• Item is of poor quality or is faulty
• Change of mind

If your reason for return is not noted, please contact us for assistance.

Note that you may be required to provide clear photographs of the relevant item, so that we can try to complete an assessment prior to returning.

When we have authroised your return, we will provide you with instructions on how to post the item back to us

You may be required to pay a postage charge to cover the return. This will not apply in the case of a faulty, damaged, or incorrect item.

If you want to exchange an item, the original order will need to be refunded either to the payment method used for the original purchase, or as a store credit to the original purchaser’s account. Following this, a new order will need to be placed for the replacement item.

If you change your mind about a purchase, we can exchange the item (except for customised jerseys) providing the following are met:

• Goods are in unworn/unused original condition with swing tags still attached
• Goods are returned within 30 days of purchase
• Goods are purchased at full price (no sale items).
  

If you have received an unwanted gift, you will need the purchaser to complete a return on your behalf.

Products that are reported as faulty will be assessed by Sydney FC Store before a remedy is actioned.

Sydney FC Store management reserve the right to refuse a return and refund in accordance with this policy.

Sydney FC Store cannot be held accountable for returned goods that are lost in transit.

The Australian Retailers' Association endorses this refund policy.

We are unable to exchange items for a different size or style. If you want to swap the size or style, you will need to organise a return and place a new order for the item(s) that you require.

Alternatively, you can exchange your item(s) on match days at the Allianz Stadium Superstore. You will need to provide proof of purchase from the Sydney FC Store.

Sydney FC Store is happy to offer free returns on all orders!

To return an item please follow these steps:

1. Print and complete your return form, found in your order.
2. Contact the Sydney FC Store by email to obtain your free return labels on merchandise@sydneyfc.com
3. Enclose your return item(s), receipt and completed return form in a parcel.
4. Print your return labels and attach to your parcel. The free return labels will be delivered to you via email from Australia Post. 
5. Take your parcel to the nearest post office.
   

If all terms and conditions are met, once your item is received your refund will be processed within two business days.

All refunds are processed within 5 business days of receiving your return parcel. It can then take 2-7 business days to appear in your bank account, depending on your financial institution.

If you have made any payments with PayPal Pay in 4, we will process a refund for those payments. If you have outstanding payments due PayPal will automatically cancel your payment schedule so that you will no longer be charged for the order.

If you believe that your product has a major fault please contact the Sydney FC Store at merchandise@sydneyfc.com

You will be required to provide proof of purchase (ie. your receipt), along with photos of the faulty product and/or we may require you to send the item back for assessment. A major problem is when the item:

• Has a major fault that would have stopped you from buying if you knew about it;
• Is unsafe;
• Is significantly different from the sample or description;
• Doesn’t do what we said it would do and can’t be easily fixed.
  
  

Following assessment, if your item is deemed to have a major fault you will be refunded in full. If the fault is not major, we will endeavour to repair the item within a reasonable timeframe. If it cannot be repaired in a reasonable timeframe you can choose a refund or replacement.

More information on Australia Consumer Law can be found at: https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

If you need to return an item paid for with a gift card you will be issued with a new gift card upon processing of your refund.

If you have paid for you order with a gift card AND with a credit card you will be issued with a new gift card for the amount paid with your original gift card and a refund to your bank account for the remaining amount.