Submit a Ticket

Last updated: November 12, 2026

A 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.

Pick 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.

Choose your topic

Ticket topics and their pre-filled subject lines
Topic	Use it when	Start the email
Order change	You need to fix a name, number, size, recipe or address within 24 hours of ordering	Order change
Cancel my order	You want to cancel within 24 hours of ordering	Cancel my order
Where is my order	Your order has not arrived in the estimated time, or tracking has stopped moving	Where is my order
Problem with my order	Something arrived damaged, wrong, or not as the order said	Problem with my order
Return request	You want to send something back within 60 days and need a free return label	Return request
Refund question	You are asking about a refund or store credit already in progress	Refund question
Size help	You want a second opinion on size before ordering	Size help
Hoop mixer and recipe	You need help matching an old recipe, choosing colours or reading a recipe line	Hoop mixer and recipe
Side order	You are ordering several jerseys for a side and want to talk it through first	Side order
Payment question	A payment failed or you are unsure about a charge	Payment question
Privacy request	You want a copy of your data, a correction or deletion	Privacy request
Copyright or IP notice	You believe something on our site uses your work or mark	Copyright or IP notice
Something else	None of the above fits	General question

What to include for each topic

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.

Order change or cancellation

Send 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.

Where is my order

Include 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.

Problem with my order

Include 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.

Return request

Include 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.

Refund question

Include 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.

Size help

Tell 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.

Hoop mixer and recipe

If 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.

Side order

Tell 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.

Payment question

Include 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.

Privacy request

Write 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.

Copyright or IP notice

Identify 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.

Practical notes on sending

If the topic link does nothing

The 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.

Photos and attachments

Photos 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.

Writing for someone else

Kit 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.

One order, several questions

If 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.

Language and tone

Write 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.

What never to send

Please 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.

Government 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.

What happens after you send

The life of a Stripe Club ticket
Step	What happens	When
1. You send	Your email reaches our inbox with its subject line	Straight away
2. We read and reply	A person reads it, checks the order and answers or asks for what is missing	Within 24 hours on business days
3. We act	A change, cancellation, return label or refund is set in motion as agreed in the reply	As described in the relevant policy
4. Follow-up	Reply in the same thread with any further question so the history stays together	Whenever you need

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.

A few examples of good first emails

The name typo

Subject: 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.”

The late joiner

Subject: 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?”

The sevens weekend

Subject: 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?”