Returns & Exchanges Policy

Last updated: November 12, 2026

Sometimes the jersey is right and the shoulders are not. Sometimes the old club’s colours looked better in memory than on the chest. This page explains how to send a Stripe Club item back: how long you have, how to start, how the free return label works, how to swap a size, and what happens when the parcel reaches us. It is about the process. For the money side, meaning how much comes back, to where and how quickly, read our Refund Policy.

Returns at a glance

Return window: 60 days.
Return postage: paid by us, including change-of-mind returns. We email you a free return label.
What can come back: jerseys, Mix Your Own jerseys with names and numbers, and Clubhouse items, all within the same 60-day window.
How to start: email support@stripeclub.shop with your order number.
Replies: within 24 hours on business days, by email only.
Refund: sent within 7 days of the return reaching us.

1. The 60-day window

You have 60 days to return an item. That gives you time to wear a jersey to training, see it next to the rest of the side’s kit, or hand a gift over and find out it is a size out. Count from the delivery date on your order. If you are not sure when that was, give us the order number and we will work it out together.

The same 60 days applies whatever you bought and whatever the reason: a set-pattern jersey from Even Hoops or Bands, Irregulars & Quarters, a jersey from the Tour & Sevens range, a Clubhouse hoodie or mug, or a jersey you built in the hoop mixer with a club name, a name on the back and a number.

Personalised jerseys

A Mix Your Own jersey with “HARGREAVES” and number 8 on the back is printed for one person, and we know that. It still follows the same 60-day return window as everything else in the shop. We say this plainly because many shops exclude personalised items, and we do not.

2. How to start a return, step by step

Email us. Write to support@stripeclub.shop, or use the Submit a Ticket page. Put “Return” and your order number in the subject line.
Tell us what is coming back. List each item and size, for example “1 x Narrow Hoops jersey, size L, name WALSH, number 4”. If you are returning part of a club order, say which shirts, because a set of six can look very alike in an email.
Tell us why, in a sentence. “Too tight across the chest”, “wrong colours for the club” or “gift, did not fit” is plenty. The reason does not change whether you can return it; it helps us answer the right question.
If something is wrong with the item, attach a photo. A clear picture of the problem helps us understand it. Photos you send are deleted 30 days after delivery.
Wait for our reply. We answer within 24 hours on business days with a free return label and the packing instructions for your return.
Pack and send. Fold the item, put it in a bag or box, put a note with your order number inside, attach the label to the outside and hand it to the carrier named on the label.
Keep your receipt. Hold on to the drop-off receipt or tracking reference until you hear from us that the return has arrived.

Please email us before you send anything. A parcel that arrives without a label from us, with no order number and no note, is hard to match to an order and slows everything down.

3. Return postage: who pays

We do, every time. That includes change-of-mind returns: the wrong size, a colour that did not suit, a gift the recipient did not want. When you start a return, we email you a free return label. You do not need to buy postage, and you do not need to pay us anything to send an item back.

How each kind of return is handled
Situation	What to send us first	Return postage	Next step
Wrong size or the fit is not right	Order number, item and size	Free label from us	Return it, then order the size you want
Changed your mind about the hoops or colours	Order number and item	Free label from us	Return it for a refund
Gift that did not fit or suit	Order number (ask the buyer) and item	Free label from us	Return it; see the gift note below
Printed name or number differs from your order	Order number and a photo of the print	Free label from us	We look at it with you and explain the next step
Item arrived damaged	Order number and photos of the item and parcel	Free label from us	We look at it with you and explain the next step
Part of a club order	Order number and the exact shirts coming back	Free label from us	Return those shirts only

4. Exchanges and size swaps

Every Stripe Club jersey is printed after it is ordered, so there is no shelf of spare mediums for us to swap from. The simplest way to change a size is in two parts: return the jersey that does not fit using our free label, and place a new order for the size you want. The new order is a separate order, paid for in the usual way, and the returned jersey is refunded under our Refund Policy.

If the jersey came from the hoop mixer, copy the recipe line from your original order confirmation into the mixer, for example “6 hoops · 3 in · Bottle / Old Gold / Oat”, and type the same club name, name and number. That way the new size matches the rest of the side. Before you reorder, our size guide explains how to measure a shirt that already fits: lay it flat and measure straight across the chest from armpit to armpit.

Adult and youth sizes

Adult jerseys and tops run S, M, L, XL, 2XL, 3XL, 4XL and 5XL. The youth jersey runs YXS, YS, YM, YL and YXL. If a youth size turns out too small for a growing back-row forward, the same swap applies: return it with the free label and order the next size, adult or youth.

5. When the print is not what you ordered

We print what the order says, with no proof sent beforehand. So the first thing we do when a print looks wrong is compare the jersey with your order confirmation, line by line, together with you.

The print matches the order, but not what you meant. A number typed as 71 instead of 17, or a name without the apostrophe in O’BRIEN, is printed as typed. You can still return the jersey within 60 days with a free label, like any other return.
The print does not match the order. If your confirmation says “BYRNE-LEE” and the back says something else, email us with the order number and a photo. We will look at it with you and tell you the next step.
The colour looks different from the screen. Colours on screen vary between displays, and printed colours can look slightly different from the drawing in the mixer. If the difference is more than slight, send us a photo in daylight next to the recipe line and we will look at it with you.
The number is hard to read. A dark number on dark hoops can be hard to pick out from the touchline. If you would rather have a contrasting number colour or the number box, return the jersey and build the new one with that choice in the mixer.

6. Damaged in transit

If a parcel arrives torn open, crushed or wet, or an item inside is damaged, take photos of the outer packaging, the label and the item before you throw anything away. Email them to support@stripeclub.shop with your order number. We will look at it with you and explain how to send the item back with our free label.

7. Gifts

A daughter buys her dad a jersey in his old club’s colours for Father’s Day. It is one size small. He can return it within the same 60 days, with the same free label. The easiest route is for the person who placed the order to email us, because the order number and checkout email are on their confirmation. If the recipient writes to us directly, ask them to include the buyer’s name and the order number, and we will take it from there. For where the money goes on a gift return, see the Refund Policy.

8. Returning part of a club or team order

Club orders are where returns get muddled, so a little order helps. Take the old boys’ game at homecoming: twenty years on, the organiser orders fourteen jerseys and, inevitably, four of them carry number 8. Two players then find the jersey too snug after twenty years of clubhouse lunches. Only those two shirts need to come back.

One person handles it. Ask the person who placed the order to email us. It avoids three players writing in separately about the same order.
Name the shirts. List every returning jersey by size, name on back and number, for example “XL, PRYCE, 8” and “2XL, OKAFOR, 8”. When several shirts share a number, the name is what tells them apart.
One parcel or several. If the returning shirts are with different people, tell us how many parcels to expect so we can send a free label for each.
Reorders. If the two players want a bigger size, the replacement shirts are a new order, and you can use the same recipe line so they still match on the team photo.

Shirts from the same order that are not coming back are not affected. A partial return does not change anything about the rest of the kit.

9. Returning from Canada, Australia or New Zealand

The 60-day window and the free return label apply in all four countries we ship to. A return from Auckland, Perth or Halifax works exactly as one from Houston: email us first, wait for the label and instructions, pack, send and keep the receipt. A return crossing a border can take longer to reach us than a domestic one, so keep your drop-off receipt until we confirm it has arrived. If the carrier asks you for paperwork at drop-off and you are unsure what to write, email us before you post it and we will help you with it.

10. Packing a return

Fold the jersey hoops-out, so any print fault you have told us about is easy to see when we open the parcel.
Use the bag it came in if you still have it; any clean bag or box is fine if you do not.
Put a note inside with your order number and your name. On a club return, add the names and numbers of the shirts in the parcel.
Posters travel best rolled in a tube; mugs need padding around them, ideally in a box.
Stick the free label flat on the outside and cover or remove any old labels so the carrier scans the right one.

11. After your return arrives

When the parcel reaches us, we match it to your order and email you to say it has arrived. From that point the refund is sent within 7 days, as set out in our Refund Policy. If something in the parcel does not match what you told us, for example one jersey fewer than expected, we email you before going further, so it can be sorted out with you rather than about you.

12. Orders that have not shipped

If you only placed your order a few hours ago, you may not need a return at all. Within 24 hours of placing it you can cancel or change it by email; see Cancel or Change an Order. Once that window has passed, the order is being made or has left us, and this returns process is the route to use.

13. Help with a return

Write to support@stripeclub.shop with your order number and we will reply within 24 hours on business days. Support is by email only. You may also want the Shipping & Delivery page, the FAQs or the Help Center.