Customer Support

This section is to help you get the best from our website, to help you understand how the site works and how easy it is to glide through the site, we are always committed to you, if you do not understand anything you can always call us during office hours, If your query is not during office hours you can e-mail us at anytime and we will try and respond to your e-mail within 24 hours.

Browsing the site

Please make full use of the team menu's on the left hand side of the screen, because we carry so many different products there are sub categories under some teams, for example if you click on "Arsenal" the screen will refresh and show a selection of products associated with Arsenal but the menu on the left side will look like this:

  • Arsenal
  • Arsenal Home Kit Adults
  • Arsenal Home Kit Childs
  • Arsenal Away Kit
  • Arsenal Training Wear
  • Arsenal Souvenirs

 

Here you can move to the section which is of most interest to you.

The site is adapted so that you can order your products in three different currency's, you can choose which is best for you towards the top right hand corner of any shopping page, Please remember that whichever currency you choose you will be billed in English Pounds, If you are from outside of the United Kingdom you may see a slightly higher or lower amount on your credit card, this could be because of the value of the Pound to your currency on the day of purchase.

Items In Stock


On our site we have a stock control system, if say you are ordering a Liverpool Home Shirt in Adults Medium and it is the last one in this size, our system will remove this size from the drop down menu once you have paid for it at the checkout, as soon as more stock arrives the size will be added back on, this applies to all of our products.

 

Placing an order

When placing an order with Soccer Box we strive to make your experience as quick and simple as possible with good customer service and a level of security to satisfy every customer. Here are some further details about placing an order on our site:


You can browse through the site without setting up an account, Should you decide that you would like to purchase a product you will be asked to set up an account, this
is an easy process with the advantage that you will be able to check on all of your orders from start to finish.

Setting up an account

When you do set up an account you can rest assured that all of your details are 100% safe your e-mail address will not be sold to any company, we will not send you any e-mails concerning special offers, the only time we will use your e-mail address is when we need to contact you regarding any order that you have placed with us.

When you have decided to placed an order.

You will be asked to enter your name, billing address and any subsequent delivery addresses along with your e-mail address, after this has been completed you will be able to continue shopping or proceed from the shopping cart to the checkout, please submit your order and you will be directed to our payment processor and enter  your credit/debit card details, (No credit card details are stored on our site.) When you have placed an order with us you will receive a confirmation e-mail, you will of course be able to log into your account at anytime to check the status of your order.

If you are an existing customer

You will be asked to log in to your Soccer Box account. Here you will be able to view your previous orders with us and to proceed to the checkout of the order you are currently placing. Please note, when you have proceeded to the checkout then you are within the secure area of our site so your details are extremely safe.

When your order has been placed

We will try to dispatch your order within 1-3 days of receiving your order assuming your credit card or payment cheque clears our electronic system. Soccer Box reserves the right to perform credit card checks and security checks to verify the identity of the card holder without prior warning or notification. If there are any further problems or concerns then we will contact you. Once your order has been dispatched we will send you an e-mail to let you know.

Payment Methods

Payments can be made in the following ways:

  • Credit/Debit card
  • Personal Cheque
  • Postal Order

We currently accept the following cards:

  • Visa
  • MasterCard
  • Switch and Solo
  • American Express
  • Maestro
  • Electron
  • PayPal


You can collect your order direct from our warehouse if you are local or in the area.


We are unable to accept American Diner and Discover cards and will not ship products to Ghana, Nigeria or Indonesia.

Frequently asked questions regarding payment

People often have concerns regarding payment and have asked several questions. Here are some answers to help you feel safe when your order.

 

Do you check orders for fraudulent transactions?

Yes. When we receive an order it is put through several varying degrees of checking to try and combat fraudulent orders. We use different programs to check cardholders’ addresses and phone numbers, the location of the computer where the order was placed, where the card is registered and several other factors which make up a genuine order, also our credit card processor (SagePay) use the latest technology which is why it is very important that you enter all of your details correctly right down to your postal/zip code .

 

What is my credit card security number?

Every single credit/debit card has a unique security number. It is situated on the back of the card above the cardholders’ signature. There are 7 numbers in total, the first 4 are part of your credit card number and the last 3 are your unique security code. This number provides you with extra protection against fraud.

Is the transaction made immediately?

When you have placed an order on Soccer Box it will be checked and passed on to a company called SagePay to be processed. In the process is a system called 3D Secure, when you have entered your credit card details you will see the 3D secure screen, if you are already enrolled (it is free to join) you will know that it will ask you for certain letters from a password that only you will know, enter the letters and press submit.  If you are not enrolled you can do so by clicking register, you can also by-pass the screen.  For your own peace of mind and security we would recommend that you enrol as this makes it harder for someone who has obtained your details to use your card without you knowing.

Please note some credit card companies will not let you by-pass the 3D secure system (Mastercard is one) if you find that you can not progress and you do not want to enroll please check the status of your order, it should show as Authorised, if it does this means your order is on our system but no money has been taken from your Credit/Debit card we will do this manually as soon as we can, if there are no problems with the payment we will set your order to Billed and you should receive a thank you e-mail for your order.

I am outside of the EEC will I pay VAT.

No, when you choose a product it will show the price that you will pay, please note in the United Kingdom there is no VAT on Children's clothing.

Is it possible to return a product?

Here at Soccer Box we pride ourselves on our customer service. We want you to feel safe when you have ordered from us; hence, you can return a product to us no matter where in the world you live within 28 days of receipt of the item, The only stipulation is that the product must have its tags/labels attached, intact, re-salable and the manufacturers packing is with the product. When this happens, we can exchange your goods or give you a full refund for the item(s) purchased.


If you have a product exchanged then you will have to pay for the return postage. The only exception to this is if there was a mistake with the order on our part when first sent.


If you have any queries or concerns regarding our returns policy then please feel free to contact us via phone or e-mail with your questions.

 

If you send your order back please enclose a copy of your receipt and state on your copy if you require an exchange or a refund, Send your order to:

Mrs J Collins
8 Palmbourne Industrial Park
Castle Street
Stafford
ST16 2TB


 

Are there any exceptions to the above?

Yes. If you have ordered a shirt that has a name/number then we will not be able to except it as a return as it is un-salable, especially if the shirt has been personalised with your own name.

If you have ordered a shirt that requires a name/number that we have to order from our specialist supplier you can cancel your order at any time as long as the shirt has not yet been printed. If this is the case then you will still have to pay for the name/number as we cannot return it to our supplier.

Breakages

If you have ordered any pottery or glass products please inform us within 48 hours of receiving them should they be broken or damaged.

Price Difference in Different Countries

Please be aware that if you are viewing our website outside of the EEC the prices for all VAT items will be lower as the price shown will not include UK VAT (Tax).

Please enjoy our site and if you have any comments or suggestions then please let us know as your feedback is very important.
 

Regards From All At
 

Soccer Box