FAQS

Frequently Asked Questions (FAQ)

💬 CUSTOMER SUPPORT & CONTACT

When is live customer service available?

Our dedicated support team is available every day from 8:00 – 17:00 (GMT+8).

How can I reach customer support?

🛒 ORDERING INFORMATION

How do I place an order online?

  1. Browse our collection and choose your desired Mystery Box / Jersey tier.

  2. Select your jersey size.

  3. Important: If you want to exclude certain teams or leagues (e.g., rival clubs), write them in the "Special Instructions / Exclusion Note" box during checkout.

  4. Click Add to Cart and proceed to Check Out.

  5. Fill in your shipping details and select your preferred shipping method.

  6. Enter payment information and apply any coupon codes.

  7. Review your order details and submit.

Can I request NOT to receive specific teams or leagues?

Yes! We completely understand football rivalries. Simply leave a note in the checkout comments with any teams, leagues, or shirt colors you wish to exclude (e.g., "No Barcelona", "No national teams", "No yellow jerseys"). We guarantee to respect your exclusions.

How do I change or cancel my order?

  • You may change or cancel your order anytime before it enters the fulfillment/shipping process.

  • Contact us immediately via WhatsApp or email at soccermysterybox@gmail.com.

  • Note: Once an order has been packaged or dispatched, we can no longer make changes or cancellations.

What should I do if my package doesn't arrive?

If your shipment is lost during transit or fails to arrive, please contact our support team right away. If confirmed lost by the carrier, we will reship a brand-new package to you for free.

Do you accept custom team or wholesale orders?

Yes! We offer corporate and team volume discounts. Whether you need custom teamwear or bulk mystery boxes for events, our team can help design and curate the ultimate football package. Contact us via email for volume pricing.

📦 SHIPPING & CUSTOMS

When will I receive my order?

  • Order Processing Time: 1–3 business days.

  • Delivery Time: Standard international shipping takes 5–25 business days depending on your destination country.

  • Note: Oversized orders (more than 15 shirts or 3kg) may incur additional weight-based shipping fees.

What shipping methods do you use?

We offer Standard Global Airmail (via Postal Services) as well as Express Courier Delivery (DHL/FedEx/UPS) for faster turnaround.

Can I ship to a PO Box?

Standard postal services (such as China Post / EMS) can deliver to PO Boxes. However, Express Shipping requires a physical street address.

Are there import taxes or duties?

  • United States & EU Countries: Local taxes/VAT (approx. 8%) are calculated and charged transparently at checkout.

  • Rest of the World: No taxes are charged at checkout, but your local customs agency may assess duties or tariffs upon arrival. Customers are responsible for any border customs fees.

What is Shipping Insurance?

We strongly recommend adding Shipping Insurance at checkout to protect your order against loss, theft, or transit damage:

  • Orders under $50: $2.99

  • Orders $50 – $99: $3.99

  • Orders $100+: $4.99 (Includes priority dispatch & fast-track claim handling)

🔄 RETURN & EXCHANGE POLICY

We want you to love your mystery shirt! You may return eligible items within 30 days of receipt for a full refund or exchange.

Return Guidelines:

  • Items must be returned in brand-new, unworn condition, with all original brand tags and packaging intact.

  • Customized Items: Shirts customized with personalized names, numbers, or sleeve badges cannot be returned unless defective.

  • Surprise Factor: Due to the nature of mystery boxes, returns are not accepted simply because you didn't like the team received (unless it violated your written exclusion note).

  • Defective or Incorrect Items: If your jersey arrives damaged or with factory errors, contact us immediately with photos. We will reship a replacement free of charge.

🧺 JERSEY CARE & MAINTENANCE

To keep your jerseys and hot-transfer printed badges/names looking pristine, please follow these care instructions:

  • 🧼 Washing: Hand washing inside-out in cold water is highly recommended. Machine washing can degrade heat-printed logos and sponsor badges.

  • ☀️ Drying: Air dry in the shade. Never tumble dry or scrub prints harshly.

  • 🛠️ Print Repair Tip: If a name set or print starts peeling after wear:

    1. Lay the jersey completely flat.

    2. Cover the peeling area with clean, non-stick parchment paper (baking paper).

    3. Press a flat iron at 150°C over the paper for 7–8 seconds.

    4. Never apply a hot iron directly to prints or polyester fabric!

🎬 UNBOXING VIDEO CASH REWARD PROGRAM

Love unboxing surprises? Share the excitement with the football community and earn store credit!

How to Join:

  1. Shoot a clear unboxing video (over 1 minute) reviewing your jersey detail, fit, and mystery box experience.

  2. Publish it on YouTube, TikTok, or Instagram.

  3. Video Title format: Soccer Mystery Box Unboxing Review + [Your Jersey Name]

  4. Include our store link (soccermysterybox.ru) in the description or bio.

  5. Send your video link to soccermysterybox@gmail.com.

💰 Rewards:

  • Earn a $12.99 Cash Coupon once your video reaches 50+ views.

  • Earn an additional $6.99 Coupon when it reaches 500+ views!

    Soccer Jersey Size Charts & Guide

    To ensure you get the perfect fit for your jersey, please refer to our detailed sizing tables below.

    💡 PRO TIP (Fan vs. Player Version):

    • Fan / Stadium Version: Designed for relaxed daily wear with a standard, regular fit. Order your usual t-shirt size.

    • Player / Authentic Version: Designed with lightweight, breathable fabrics and an athletic slim fit. If you prefer a loose or regular fit, we strongly recommend ordering ONE SIZE UP.

    👕 1. Men's Fan Version Jersey (Regular Fit)

    Chest measurement is taken from armpit to armpit with the jersey laid flat.

    Size Chest (cm / inches) Length (cm / inches) Recommended Height Recommended Weight
    S 49–51 cm / 19.5–20.0" 70–72 cm / 27.5–28.3" 165–170 cm (5'5"–5'7") 50–65 kg (110–143 lbs)
    M 51–53 cm / 20.0–20.8" 72–74 cm / 28.3–29.1" 170–175 cm (5'7"–5'9") 65–75 kg (143–165 lbs)
    L 53–55 cm / 20.8–21.6" 74–76 cm / 29.1–29.9" 175–180 cm (5'9"–5'11") 75–85 kg (165–187 lbs)
    XL 55–57 cm / 21.6–22.4" 76–78 cm / 29.9–30.7" 180–185 cm (5'11"–6'1") 85–92 kg (187–202 lbs)
    2XL 57–60 cm / 22.4–23.6" 78–80 cm / 30.7–31.5" 185–190 cm (6'1"–6'3") 92–100 kg (202–220 lbs)
    3XL 60–63 cm / 23.6–24.8" 80–82 cm / 31.5–32.3" 190–195 cm (6'3"–6'5") 100–110 kg (220–242 lbs)
    4XL 63–66 cm / 24.8–26.0" 82–84 cm / 32.3–33.0" 195+ cm (6'5"+) 110+ kg (242+ lbs)

    ⚡ 2. Men's Player Version Jersey (Slim Athletic Fit)

    Slimmer through the waist and shoulders. Size up if in doubt!

    Size Chest (cm / inches) Length (cm / inches) Recommended Height Recommended Weight
    S 46–48 cm / 18.1–18.9" 68–70 cm / 26.8–27.5" 165–170 cm (5'5"–5'7") 50–60 kg (110–132 lbs)
    M 48–50 cm / 18.9–19.7" 70–72 cm / 27.5–28.3" 170–175 cm (5'7"–5'9") 60–70 kg (132–154 lbs)
    L 50–52 cm / 19.7–20.5" 72–74 cm / 28.3–29.1" 175–180 cm (5'9"–5'11") 70–80 kg (154–176 lbs)
    XL 52–54 cm / 20.5–21.2" 74–76 cm / 29.1–29.9" 180–185 cm (5'11"–6'1") 80–88 kg (176–194 lbs)
    2XL 54–56 cm / 21.2–22.0" 76–78 cm / 29.9–30.7" 185–190 cm (6'1"–6'3") 88–95 kg (194–209 lbs)

    🧒 3. Kids / Youth Kit Size Chart (Shirt + Shorts Set)

    Size Code Age Group Recommended Height Shirt Length Shorts Length
    16 Age 2–3 90–105 cm (3'0"–3'5") 43–45 cm 32 cm
    18 Age 3–4 105–115 cm (3'5"–3'9") 47–49 cm 34 cm
    20 Age 4–5 115–125 cm (3'9"–4'1") 51–53 cm 36 cm
    22 Age 6–7 125–135 cm (4'1"–4'5") 55–57 cm 38 cm
    24 Age 8–9 135–145 cm (4'5"–4'9") 59–61 cm 40 cm
    26 Age 10–11 145–155 cm (4'9"–5'1") 63–65 cm 42 cm
    28 Age 12–13 155–165 cm (5'1"–5'5") 67–69 cm 44 cm

    📐 How to Measure Your Jersey

    1. Chest (Width): Lay your favorite comfortable t-shirt flat on a table. Measure straight across the chest from armpit seam to armpit seam.

    2. Length: Measure from the highest point of the shoulder seam straight down to the bottom hem of the shirt.

    3. Compare: Match your measurements against our tables above to choose your ideal size.

    💬 Still unsure about your size?

    Send us your height and weight via WhatsApp at +1 (503) 209-6528 or email soccermysterybox@gmail.com, and our team will recommend the perfect size for you!