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\nA ticket at Stripe Club is simply an email to support@stripeclub.shop with the right subject line and the right details in it. We do not run a ticket form or a portal, and we have no phone line, chat or social accounts. Email is the whole system, and it works well for a shop like ours: every message lands with a person who can see your order, and you get a written record of what was agreed. We reply within 24 hours on business days.
\nPick the topic below that matches your question and click its link. Your email program opens a new message to us with the subject already filled in, which helps us route it to the right pile on the clubhouse table. Then add the details listed for that topic and send. If your email program does not open, copy the address and the subject line by hand; it works just the same.
\n| Topic | \nUse it when | \nStart the email | \n
|---|---|---|
| Order change | \nYou need to fix a name, number, size, recipe or address within 24 hours of ordering | \nOrder change | \n
| Cancel my order | \nYou want to cancel within 24 hours of ordering | \nCancel my order | \n
| Where is my order | \nYour order has not arrived in the estimated time, or tracking has stopped moving | \nWhere is my order | \n
| Problem with my order | \nSomething arrived damaged, wrong, or not as the order said | \nProblem with my order | \n
| Return request | \nYou want to send something back within 60 days and need a free return label | \nReturn request | \n
| Refund question | \nYou are asking about a refund or store credit already in progress | \nRefund question | \n
| Size help | \nYou want a second opinion on size before ordering | \nSize help | \n
| Hoop mixer and recipe | \nYou need help matching an old recipe, choosing colours or reading a recipe line | \nHoop mixer and recipe | \n
| Side order | \nYou are ordering several jerseys for a side and want to talk it through first | \nSide order | \n
| Payment question | \nA payment failed or you are unsure about a charge | \nPayment question | \n
| Privacy request | \nYou want a copy of your data, a correction or deletion | \nPrivacy request | \n
| Copyright or IP notice | \nYou believe something on our site uses your work or mark | \nCopyright or IP notice | \n
| Something else | \nNone of the above fits | \nGeneral question | \n
The fastest tickets are the ones we can answer in a single reply. That depends on what is in the first email. Here is what we need for each topic.
\nSend it within 24 hours of placing the order; that is our window for changes and cancellations, and after it the order may already be in production. Include the order number, which jersey on the order you mean (if there are several, give its current name and number so we can find the line), and the correction written out exactly as it should print. For a name, use capitals and include any apostrophe or hyphen: O’BRIEN, not “Obrien with the little mark”. For a number, write the digits. For a recipe, paste the new recipe line from the mixer, for example “6 hoops · 3 in · Bottle / Old Gold / Oat”. For an address, give the full new address. Full rules are on Cancel or Change an Order.
\nInclude the order number and the email address used at checkout, plus the tracking number if you have one. Tell us where the parcel is going: the US, Canada, Australia or New Zealand. Before writing, it is worth checking the estimate: 1-3 business days to make the order, then 7-14 business days in transit. You can also check status on Order Tracking. If it still looks wrong, write in and we will help.
\nInclude the order number, a clear photo of the problem, and one or two sentences on what is wrong. If the issue is a print that does not match the order, a photo of the name, number or hoops next to the order confirmation on screen is ideal. If the parcel was damaged in transit, a photo of the packaging helps too. Any photo you send is deleted 30 days after delivery. We will look at it with you and explain the options.
\nInclude the order number, the items you are sending back and, if you like, why. You do not have to give a reason. Returns are accepted within 60 days, personalised items included, and for a change-of-mind return we email you a free return label. The step-by-step process is on Returns and Exchanges.
\nInclude the order number and the date the return was sent or delivered back to us. We send the refund within 7 days of receiving the return. When it reaches your account depends on your payment provider. Store credit never expires. See Refund Policy.
\nTell us the product you are looking at, and the measurements of a shirt that already fits the wearer well: across the chest, laid flat, about one inch below the armpits, and the length from the high point of the shoulder to the hem. Say whether the wearer likes a close fit or room to move. The Size Guide explains how to take these measurements in a couple of minutes.
\nIf you are matching earlier shirts, include the earlier order number or paste its recipe line. If you are choosing colours, tell us the colours you have in mind and where the number will sit, and we will tell you honestly whether a dark number will read on dark hoops. Remember that screens vary, and printed colours can look slightly different from what you see on screen.
\nTell us how many jerseys, which product or recipe, the date you need them by, and the country they are going to. A list of sizes, names and numbers helps if you have it, for example a team sheet with 1 to 15 for the starters and 16 to 23 for replacements. There is no minimum and no bulk form: you will still place the order yourself on the site, one line per jersey. We can help you plan it so nothing gets missed.
\nInclude the order number if one was created, the date and approximate time you tried to pay, and any error message you saw, copied word for word. The payment options available are shown at checkout; more is on Payment Methods.
\nWrite from the email address used on your orders and say what you want: a copy of the data we hold, a correction, or deletion. Our Privacy Policy explains what we keep.
\nIdentify the work or mark, the page on our site where you see it, your contact details, and the statements described on our DMCA page. Our Intellectual Property Policy explains what we print: original hoop patterns only, with no crests or marks.
\nThe links above rely on your device having an email program set up. On a shared office computer, a library machine or some phones, clicking them may do nothing or open a program you never use. In that case, open whichever email account you normally use, start a new message to support@stripeclub.shop, and type the subject from the table yourself, for example “Order change” or “Return request”. The subject line is a help to us, not a requirement; a clear message with any subject will still be answered.
\nPhotos taken on a phone are fine. Two or three are usually enough: one of the whole jersey laid flat, one close-up of the problem, and, for a print that does not match the order, one of the order confirmation. Please send pictures as attachments rather than links to file-sharing sites, which we may not be able to open. We keep any photo you send only until 30 days after delivery, then delete it.
\nKit secretaries, parents and gift buyers often write about an order that someone else will wear. That is fine. Write from the email address used at checkout, so we can match the ticket to the order, and say who the jersey is for if it helps explain the question. If the person wearing it needs to send photos or measurements, they can reply in the same thread with you copied in.
\nIf you have a size question and an address change about the same order, put both in one email under the more urgent subject, usually “Order change”. Number your questions so the reply can answer each one in turn. If the questions are about different orders, one email per order keeps things tidy.
\nWrite as you would to a club secretary: plain and to the point. You do not need to quote policy clauses or use any particular form of words. “The 9 on my back is the wrong colour, photo attached” is a perfectly good ticket.
\nPlease do not put card numbers, security codes, bank details, passwords or one-time codes in an email to us, or anywhere else on the site except the checkout itself. We will never ask for them. If you sent one by mistake, tell us and we will delete the message, and it is wise to contact your bank or change the password straight away.
\nGovernment ID is not needed for anything we do. You do not need to prove who you are beyond writing from the email address on the order.
\n| Step | \nWhat happens | \nWhen | \n
|---|---|---|
| 1. You send | \nYour email reaches our inbox with its subject line | \nStraight away | \n
| 2. We read and reply | \nA person reads it, checks the order and answers or asks for what is missing | \nWithin 24 hours on business days | \n
| 3. We act | \nA change, cancellation, return label or refund is set in motion as agreed in the reply | \nAs described in the relevant policy | \n
| 4. Follow-up | \nReply in the same thread with any further question so the history stays together | \nWhenever you need | \n
Messages sent on a weekend or a public holiday are answered on the next business day. If you have not heard back within 24 hours on business days, check your spam or junk folder first, then send a short follow-up in the same thread. Please do not open several new emails on the same subject; it splits the history and slows things down for everyone.
\nSubject: Order change. “Order 1234, placed this morning. The second jersey, size L, number 9, says OBRIEN. It should be O’BRIEN, with an apostrophe. Everything else is right.”
\nSubject: Hoop mixer and recipe. “Our side ordered last spring under order 1100. I am new and need one jersey to match, size XL, number 17. Can you tell me the recipe line from that order?”
\nSubject: Side order. “Seven jerseys for a sevens weekend near Brisbane in six weeks. Sizes and numbers attached. Is that enough time, and anything I should know before ordering?”
\nMany questions are answered before you need to write. The FAQs cover proofs, names, numbers, sizes and shipping. The Help Center groups every support page by topic. Contact Us has our business details: Stripe Club, 64A Whispering Pines Rd, New Waverly, TX 77358, US. That address is for correspondence; returns go to the address on the free return label we send you.
\nWhen in doubt, use the general link: support@stripeclub.shop. A clear question with an order number is all we need.
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