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\nEach link below opens a new email to support@floodlit.shop with a subject line that tells us what the ticket is about before we open it. Swap the words “order number” in the subject for your real order number, then write your message.
\n| Category | \nOpen a ticket | \nInclude | \n
|---|---|---|
| Where is my order | \nEmail: order status | \nOrder number, billing email, destination country | \n
| Change or cancel (within 24 hours) | \nEmail: change or cancel | \nOrder number, which line, the exact correction | \n
| Name or number fix | \nEmail: lettering fix | \nOrder number, the size and colourway of the line, the correct spelling in capitals | \n
| Return or size swap | \nEmail: return or exchange | \nOrder number, items, sizes, the size you want instead | \n
| Damaged, wrong or misprinted | \nEmail: problem with items | \nOrder number, photo of the whole item, close photo of the problem, replacement or refund | \n
| Refund question | \nEmail: refund | \nOrder number, date the return was sent | \n
| Before you order: colour, sizing, squad | \nEmail: pre-order question | \nProduct and colourway, number of players, first fixture date, country | \n
| Privacy request | \nEmail: privacy | \nWhat you want us to do: access, correct or delete | \n
| Rights or design concern | \nEmail: rights | \nThe product link and what you believe it infringes; see DMCA | \n
| Something else | \nEmail: general | \nAs much detail as you have | \n
If the links do not open an email app on your device, copy the address support@floodlit.shop into any email service and type one of the subject lines above yourself. It works exactly the same.
\nThere is no form to fill in on this site, so your email is the form. These are the “fields” that let us solve a ticket in one reply.
\nDo not send card numbers, bank details, passwords, one-time codes or photos of payment cards in a ticket. We will never ask for them by email, and we will delete them if they arrive. Payment happens only at checkout. If you receive an email claiming to be from Floodlit that asks for payment details, do not reply; forward it to support@floodlit.shop.
\n| Ticket type | \nFirst reply | \nWhat follows | \n
|---|---|---|
| Change or cancel | \nWithin 24 hours on business days | \nPossible only within 24 hours of placing the order; email as early as you can | \n
| Order status | \nWithin 24 hours on business days | \nPreparation 1-3 business days, transit 7-14 business days | \n
| Return or exchange | \nWithin 24 hours on business days | \nReturn label from us; return window 60 days | \n
| Refund | \nWithin 24 hours on business days | \nRefund within 7 days of your return reaching us | \n
| Problem with items | \nWithin 24 hours on business days | \nWe fix our mistakes at our cost; see Returns & Exchanges | \n
| Privacy request | \nWithin 24 hours on business days | \nWe confirm what we hold and what we can delete | \n
A change ticket only works inside the 24-hour window from the time you placed the order. After that, your shirts may already be in production with the text you typed, and we print exactly what was entered with no proof first. So if a teammate texts “it’s 17 not 71” an hour after you check out, open a change ticket straight away. The full rules are on Cancel or Change an Order.
\nWrite the correction exactly as it should be printed, in capitals, and say which line it belongs to. “Line 3, Late Slot Pink XL: ROURKE 3, not ROURK 3” is the kind of ticket we can act on without a question back.
\nIf an item arrives damaged, wrong or misprinted, photograph it before washing or wearing it. A clear flat photo of the whole item and a close photo of the problem is usually enough for us to decide on the spot. We delete customer photos 30 days after delivery of the order, and we use them only to handle your ticket; see the Privacy Policy.
\nWhen the mistake is ours, such as a print that does not match your order, a wrong colourway or a wrong size compared with your order, we put it right at our cost. When a name was typed wrong at checkout, the Returns & Exchanges Policy explains how personalised items are handled.
\nReturns start with a ticket, not a parcel. Open a return ticket within 60 days with your order number and the items. We reply with a return label; the postage is paid by us, including for a change of mind or a size swap. Please do not send items to our business address without the label we send you, because an unlabelled parcel is hard to match to an order.
\nOnce your return reaches us, the refund goes to your original payment method within 7 days, or to store credit if you ask for it. Store credit never expires. The money side is on the Refund Policy.
\nYou do not need an order to open a ticket. Captains often write before committing a whole squad, and we are happy to help with three things:
\nWe will not print real club, league, college or brand names, so there is no need to ask whether a crest can be added. Joke team names of your own are welcome on the products that take a team name.
\nCopy one of these into your email, fill in the details and send. They cover the tickets we see most often.
\n“Order 2077. Billing email as on the order. Shipping to Wellington, New Zealand. Shipping email came on 3 March; tracking has not moved for five business days. First game is 24 March.”
\n“Order 2041, placed today at 8:15 PM. Line 5, Chalk Line Pinstripe Jersey, Chalk Indigo, size L. Name should be ADEYEMI. Number 14 is correct.”
\n“Order 2102, delivered last week. Token Meter Check Jersey, Signal Orange, size M with no name or number. Need size L instead. Please send a return label.”
\n“Order 2150. Long-Sleeve Night Keeper Top in Keeper Volt, size XL, arrived in Keeper Cyan. Photos of the top and the packing slip attached. Would like the correct colour sent.”
\n“Seven players plus a keeper, 6v6 coed indoor in Toronto, first fixture 9 January. Other teams mostly wear navy and black. Thinking light base. Which two styles would you suggest?”
\nOne. If you placed the squad order, keep every question about it in one thread: sizes, names, a return for one player, a missing parcel. It keeps the order number and the history in one place and avoids two of us answering different parts of the same problem. If players ordered separately, each player opens their own ticket with their own order number, because we can only discuss an order with the person whose email is on it.
\nIf the squad needs something new, such as a shirt for a late sign-up, that is a new order rather than a ticket. It ships free on its own.
\nTickets from outside the US work the same way and get the same 24-hour reply on business days, counted on US business days. If your ticket is about a parcel held at the border or a duty request from the carrier, include the carrier’s message or a screenshot of it and the amount asked for. Duties depend on your country’s rules, so we cannot cancel them, but we can check the request looks genuine and tell you what we know. Remember that shipping on every Floodlit order is free, so a message asking you to pay a “shipping fee” is not from us.
\nMany tickets are answered in seconds by a page that already exists:
\nWe reply within 24 hours on business days. If you have not heard back, check your spam and promotions folders for a message from support@floodlit.shop, confirm you wrote to that exact address, and then reply once in your original thread so your place and your details are kept. Opening several new tickets for the same issue slows things down rather than speeding them up.
\nTickets are handled by Floodlit, 8428 Jeannette St, New Orleans, LA 70118, US. Support is by email only, in English, and every reply comes from support@floodlit.shop. If a message about your ticket comes from any other address, treat it with caution and forward it to us. Our Terms of Service apply to every order.
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