Customer Care

In order to ensure your shopping experience with Adelaide United is as easy as possible, we have put together a comprehensive Customer Care collection and answers to our most Frequently Asked Questions (FAQs) to assist you.

If you cannot find the answers to your queries below, please do not hesitate to contact us directly by phoning +61 (08) 8340 3000 or email clubstore@aufc.com.au.

Orders and Inventory

What size will I need?
Please refer to the size charts available on the product pages of the online store which will help you in making the appropriate choices. If you’re still unsure, please feel welcome to contact us directly for any recommendations. 

*Please note, if you purchase any customised jersey, we cannot exchange the size once the jersey has been pressed. So please refer to the size chart or please try the size first if you are able to do so.

Can I change my order once it has been completed?
Unfortunately we are unable to make any changes to an order once it has been completed online. This includes updating delivery address &/or contact details.

Can I exchange my item/s or request a refund?
We do not offer refunds on purchases unless they are deemed by staff to be faulty. We do however offer exchanges if your size is found to be incorrect. Items with name and number customisation cannot be exchanged once the customisation has been pressed on the item, so please make sure of the size you select.

When will you process my order?
Our Customer Care team will endeavour to process orders purchased before 12.00pm on the same day and otherwise generally within no more than two business days of receiving your order. 

Can I pick up my order from the Club shop in Hindmarsh?
Yes, you certainly can. After you select your item(s) and add to cart, you have the option to select delivery or pick up during checkout. Once you have made a successful order, you will receive an Order Confirmation.

Please kindly wait until you have received a second notification (email/SMS) that your order is ready for collection before arriving at the Store to ensure our Customer Care team has prepared this for you.

The Adelaide United Store is located on the Cnr Holden and Manton Street, Hindmarsh SA 5007 (Reception on Manton St) and is open Monday – Friday 9.00am – 5.00pm.

How long is your stores exchange period?
We offer exchanges 28 days from the purchase date (Online + Instore).
A proof of purchase will need to be provided in order for our team to exchange your item/s.

Am I able to collect my order on match-day?
Unfortunately due to the fast-paced nature of match-day we are unable to service match-day collections at or inside the stadium. You are welcome to use the Pick Up option from the AUFC Store and our Customer Care team will use best endeavours to prepare this as promptly as possible.

Please note, the AUFC Store opens two hours prior to advertised kick-off on match-day and closes at kick-off. 

If stock is listed as unavailable, can I still order it?
If item(s) are currently showing as sold out on the AUFC online store, you are more than welcome to contact us directly to see if we have your preference in stock at the AUFC Store. If so, our staff can transfer to online or process a phone order for you.

I have won a item via online auction, what do I do now?
You will receive a notification that you have successfully won the item(s) and be prompted to complete your order. From the time of the notification, we allow 48 hours for payment or communication from you. If not, unfortunately your item is then offered to the next highest bidder.

Shipping and Delivery

How long will my order take to arrive?
Once your order has been placed and you’ve received a Confirmation Email, we will aim to process all orders within two working days.

We send your orders via the Australia Post delivery method selected at checkout and hence the following estimated delivery time-frames apply:

Parcel Post (Standard)

South Australian Metro Addresses	Up to 2 business days
South Australian Country Addresses	Up to 5 business days
Interstate Metro Addresses	Up to 3-6 Business days depending on lodgement and destination points

Express Post
Next business day delivery to 80% of Australian business addresses, private addresses and Post Office boxes.

If your address is outside the Express Post network, Australia Post will use the fastest possible transport links, but it won’t be covered by their Next Day Guarantee.

COVID-19 Network impacts & delivery delays notification:

Express Post guarantee temporarily suspended. The option is still available and will continue to be prioritised for customers, however Australia Post may not always meet their usual delivery standards. (As at 15 September 2020).

International
Standard tracked delivery estimated to arrive in within 14-21 days from lodgement.  

How can I track my order?
Upon dispatch of your order, you will receive an email encompassing your tracking details. Click the link provided to monitor the status of your order. 

Will my order arrive in a single delivery?
Yes, all items ordered in a single transaction will be sent together. This includes, without exception, any items added to the cart which are advertised on Pre-Order. Adelaide United will always endeavour to be transparent with the expected release dates of the Pre-Order items however, we recommend if you wish to receive the available items at the time of purchase before the Pre-Order becomes in stock, that you should purchase your preferred items in separate transactions. 

Additionally, but on rare occasions, customers’ orders may need to be sourced and supplied by various warehouse locations or drop-shipped from our licensed suppliers. If this is the case, your order may arrive at different times by multiple courier or delivery partners. Any costs associated with multiple deliveries is absorbed by Adelaide United. Ie. the shipping charge paid by the customer at checkout will not be exceeded even if numerous deliveries are required. 

What happens if I am not home to receive my order?
If you miss your delivery and have not provided Authority To Leave in your Order Confirmation and Delivery Notes during checkout, Australia Posts’ courier partners may leave a card or note explaining how you can pick up your order from your local depot or arrange a re-delivery. 

We recommend monitoring your order for any tracking updates. 

Will I need to pay customs fees?
For International orders, please be aware that the customs departments within some countries may charge local taxes and duties on imported parcels. These charges are beyond our control as they are regulated by the government of that country and in the event that any import charges are enforced it will be the responsibility of the person receiving the goods to cover these. 

International customers pay reduced prices on Adelaide United store products as the Australian Goods and Services Tax (GST -10%) is deducted from your total cart amount, which may assist to offset any customs costs associated on delivery.