Contact Us
Last updated:
The short version
- Email: support@floodlit.shop. Email is our only support channel.
- Reply time: within 24 hours on business days.
- Fastest route: put your order number in the subject line.
- Need to change an order? Email within 24 hours of placing it.
- Prefer a structured message? Open a support ticket with a ready-made subject line.
1. How to reach us
Write to support@floodlit.shop. A real person reads every message and replies within 24 hours on business days. Messages sent on a weekend or a public holiday are answered on the next business day, in the order they came in.
We do not run a phone line, live chat or social media inbox. That is deliberate: a written thread keeps the order number, the sizes and the spelling of a name in one place, which is exactly what goes wrong when a captain relays eight players’ details by voice. If you are ordering for a squad, an email thread also gives everyone something to forward.
For a ready-made subject line per topic, use the Submit Ticket page. It opens your own email app with the category already filled in.
2. Before you write: the answer may already be here
Most questions we get fall into a handful of topics. The table below points each one to the page that answers it in full. If the page does not cover your case, email us and mention which page you read; it saves a round trip.
| Your question | Go to | What to send us if it is not answered there |
|---|---|---|
| Where is my order? | Order Tracking | Order number and the email used at checkout |
| When will it arrive before our first fixture? | Shipping & Delivery | Destination country and the date of the first game |
| I typed the wrong name or number | Cancel or Change an Order | Order number, the line item and the correct spelling, within 24 hours |
| I want to send something back | Returns & Exchanges | Order number, item, size, reason |
| When does my money come back? | Refund Policy | Order number and the date your return was sent |
| What size for each player? | Size Guide | The player’s chest measurement and the style |
| Dark base or light base for our league? | FAQs | What colours the other teams usually wear |
| How do I pay? | Payment Methods | What you see at checkout |
| Everything else | Help Center | As much detail as you have |
3. What to put in your message
A complete first email usually gets a complete first reply. Here is what helps, by type of question.
About an order you have placed
- Your order number (it starts with # in your confirmation email).
- The email address you used at checkout, if you are writing from a different one.
- Which item on the order you mean. Squad orders can have eight near-identical lines; tell us the name or number on the one you mean.
About something wrong with an item
- A clear photo of the whole item and a close photo of the problem.
- A photo of the label or packing slip if the item is not what you ordered.
- Whether you want a replacement or a refund.
Photos you send are used only to sort out your claim and are deleted 30 days after delivery of the order. Details are in our Privacy Policy.
Before you order
- Which product and colourway you are looking at.
- How many players, and roughly what sizes.
- Your destination country and the date of your first fixture.
- What colours the other teams in your league tend to wear, if the question is about clashing.
What never to send
Never email card numbers, bank details, passwords or one-time codes. We will never ask for them. If someone claiming to be Floodlit asks you for payment details by email, do not reply and forward it to support@floodlit.shop.
4. Squad and repeat orders
There is no minimum order and no separate bulk process. A squad order is simply several items in one cart, each with its own size, name and number. You can still write to us before ordering a full squad if you want a second opinion on colourway or sizing; we answer those like any other email.
A few things captains often ask:
- Can the late sign-up match the rest? Yes. Order the same product in the same colourway with their own name and number. Tell us your earlier order number if you want us to note the link.
- Can we split payment between players? Each order is paid in one checkout. Players who want to pay separately can each place their own order for the same product.
- Can we get a quote or invoice first? Prices are on the product pages and shipping is free to the US, Canada, Australia and New Zealand, so the cart total is the quote. Your order confirmation email serves as the receipt.
- Can you hold an order until our sizes are in? We start preparing an order after it is placed. Place it when the sizes are final; you have 24 hours to change it.
5. Timing that matters on league night
| Step | Time |
|---|---|
| Our reply to your email | Within 24 hours on business days |
| Window to change or cancel an order | 24 hours from the time you place it |
| Getting your order ready | 1-3 business days |
| Transit to the US, Canada, Australia or New Zealand | 7-14 business days |
| Return window | 60 days |
| Refund after we receive your return | Within 7 days |
If your first fixture is close, say so in the subject line, for example “First game 14 March, order #1234”. We cannot change transit times, but we can tell you honestly whether an order is likely to make it.
6. Changes, cancellations and mistakes
The single most useful email we receive is the one that arrives within an hour of a squad order saying “number 7 should be 17”. If you spot a mistake, write straight away. Changes and cancellations are possible within 24 hours of placing the order; after that the order may already be in production with the text you entered. The full rules are on Cancel or Change an Order.
Because we print exactly what is typed and send no proof first, a spelling mistake made at checkout is not something we can catch for you. If we made the mistake, for example the print does not match what your order says, we fix it at our cost; see Returns & Exchanges.
7. Returns and refunds by email
Returns start with an email, not a parcel. Write to us within 60 days with your order number and the items you want to send back. We reply with a return label; the return postage is on us. Please do not post items to our business address without a label from us, because unlabelled parcels are hard to match to an order.
Once the return reaches us, the refund goes back to your original payment method within 7 days. If you would rather have store credit, ask; store credit never expires. The money side is explained on our Refund Policy, the process on Returns & Exchanges.
8. Questions about rights, privacy and designs
- Your data: to see, correct or delete the personal data we hold, email us with the subject “Privacy request”. Our Privacy Policy explains what we keep.
- A design you think copies your work: see our DMCA page for what a notice must contain, and our Intellectual Property Policy for how we handle names and marks.
- Our terms: the Terms of Service apply to every order and are governed by the laws of Louisiana.
9. Three example emails that get sorted in one reply
These are the kinds of first messages that let us answer completely the first time. Copy the shape, swap in your own details.
A spelling fix on a squad order
Subject: “Change, order #2041”. Body: “Line 5, the Chalk Line Pinstripe Jersey in size L, should read ADEYEMI, not ADEYMI. Everything else is right. Placed 40 minutes ago.” That message has the order number, the exact line, the correction and the timing, so we can act on it without a question back.
A delivery worry before the first fixture
Subject: “Timing, order #2077, first game 6 February”. Body: “Shipping to Calgary, Canada. Order placed on 20 January. Will it arrive in time, and what happens if it does not?” We can then tell you where the order is in the 1-3 business day preparation window and what the 7-14 business day transit range means for your date.
Something arrived wrong
Subject: “Wrong item, order #2102”. Body: “Ordered Keeper Volt in XL, received Keeper Pink in XL. Photo of the shirt and the packing slip attached. Prefer a replacement.” With the photos and your preference we can go straight to fixing it.
10. Questions we get before people order
A handful of pre-order questions come up every week. Short answers here, full answers on the linked pages.
- Do you ship to the UK or Europe? Not at the moment. We ship to the United States, Canada, Australia and New Zealand only, free, from the USA.
- Is the name and number extra? No. On the standard jerseys and keeper tops both fields are optional and included in the price. The custom products with a team name or slot line have those fields built in.
- Do 4XL and 5XL cost more? No. Every size from S to 5XL is the same price.
- Can I see a proof first? No proof is sent before production. The live preview on the product page shows your text as you type it; check it there.
- Can you print our club crest or a brand logo? No. We print text you type into the fields, and we do not print the names or marks of real clubs, leagues, colleges or brands. See the Intellectual Property Policy.
- Is the switch on the site what the shirt really looks like? It is a drawn preview to compare contrast under lights. Printed colours are bright, not light-emitting. More on the About Us page.
11. Accessibility and language
All support is in English. If a page on this site is hard to read with a screen reader, a zoomed browser or a phone in a dark car park after the game, tell us which page and what went wrong. The light switch can be used with a keyboard and respects your device’s reduced-motion setting; if it gets in your way, switch it off and the site stays in its plain day view. We would rather hear about a problem than have you give up on an order halfway through.
If you need any of our policies explained in plainer words, email us with the page name and the paragraph, and we will answer in the thread.
12. Business details
- Business name: Floodlit
- Address: 8428 Jeannette St, New Orleans, LA 70118, US
- Email: support@floodlit.shop
- Support channel: email only
This address is our business address. It is not a showroom or a returns counter, and we do not accept walk-ins or parcels without a return label. All support happens by email.
13. If you have not heard back
We reply within 24 hours on business days. If you have not heard from us in that time:
- Check your spam or promotions folder for a reply from support@floodlit.shop.
- Make sure the address you wrote to is spelled exactly support@floodlit.shop.
- Send one follow-up in the same thread rather than a new email, so your place in the queue and your earlier details are kept.
Still stuck? Try the Help Center for the common answers, then write again. We would rather read the same question twice than leave a captain without shirts on kick-off night.