Contact Us

Last updated: 12 November 2026

Email us, we answer

Back Heel support works by email only, and a real person replies within 24 hours on business days, Monday to Friday. Write to support@backheel.shop about anything: a name you need to fix, a size you are unsure about, a squad order for your winter league, a parcel heading to Toronto, Perth or Auckland, or a return. No phone line, no chat bubble, no social inbox to chase. One address, one thread per question, and the full history of your request in one place.

Want to pick the right subject line in one tap? Our Submit Ticket page has ready-made email links for every common request, each with the subject filled in for you. It is the quickest way to get your message to the right pile.

What to put in your email

A good support email is like a good pass: weighted right, easy to take first time. Include these and we can usually sort things out in one reply.

• Your order number, if you have one. It is in your order confirmation email and in My Account under Orders. Put it in the subject line, for example “Order #1234 – name spelling”.
• The name on the order and the email address you used at checkout, if you are writing from a different address.
• Which shirt and which detail: the pattern, colourway, size, sleeves, and the name and number exactly as you want them printed, written in capitals.
• What you would like us to do: change, cancel, return, swap a size, check a delivery estimate, answer a question.
• A photo, only if something arrived damaged, defective or different from what you typed. We delete photos 30 days after delivery of the related order.

Please never send a card number, bank details, password or security code by email. We will never ask for them, and our support inbox has no use for them.

Which page answers your question

Many questions already have a full answer on one of our help pages. Have a look first; if it does not cover your case, email us and mention what you read.

Squad and roster orders

Ordering for a whole team is the most common reason people write to us between September and November, when winter registration opens and the first game is often in January. A few things make it painless.

1. Pick one pattern and one colourway for the outfield players, and a clash colourway of the same art for the keeper.
2. Collect everything in one message. Ask each player for name, number, size and sleeves. Our Size Guide explains how they can measure a shirt they already own.
3. Check the numbers. Two players both wanting 10 is a classic. Sort it out before you order, because the name and number are printed exactly as typed.
4. Use the First whistle tool on the homepage: enter your first game date and it shows the last day to order, based on our estimates. Our rule of thumb is to order at least 17 business days before the day you need the shirts.
5. Order, then read the cart. The cart repeats NAME · NUMBER under each shirt. Read it out loud like the referee would.

Have a question before you order, such as whether a colourway works for a futsal court with a dark floor, or how a size runs on a broad-shouldered fixo (the last player at the back)? Email us with the subject “Squad order question” and the number of shirts, and we reply within 24 hours on business days. Shipping is free on any number of shirts to the US, Canada, Australia and New Zealand, so a squad of ten ships free just like a single shirt.

Single-shirt situations

You are a free agent on a new team

Ask your new teammates which colourway they wear, then order one shirt with your own name. If you are not sure which pattern they have, email us a description and we will help you match it.

You are the keeper

You need a different colour from your four outfield players. A keeper shirt or a clash colourway of your squad’s pattern does it. Tell us your squad’s colourway and we can suggest a clash.

You just want the art

Leave the name and number empty on any jersey where they are optional, and the back panel stays plain. If you are unsure which patterns have optional personalisation, ask us.

Your parcel is going abroad

Shipping to Canada, Australia and New Zealand is free, with 7–14 business days in transit. Import duties or taxes, if any, depend on the destination country’s rules. If you have a question about your country, email us before ordering.

Questions about a product before you order

Not sure which shirt does what? These are the product questions we get most, with the short answers. If yours is not here, email us with the product name in the subject.

• Sleeves. Most jerseys come short or long sleeved; long sleeves add $5. Rain or Shine is long sleeve only, and Fence Line is sleeveless.
• Big sizes. Every shirt, short, tee and hoodie runs S to 5XL in one size row. 4XL and 5XL cost $3 more.
• Socks. The Gym Floor Lines Crew Socks come in S/M and L/XL only.
• Custom shirts. On the Custom Flying Keeper, Custom Free Agent and Custom Back Heel Name Bar, a name and number are required. You can add a small front chest number for $3, and the Name Bar shirt lets you choose a Mustard or Concrete name bar.
• Set designs. Shorts, socks, the warm-up tee, the hoodie and the Fence Line sleeveless have no personalisation.
• Exact measurements. There is no measurement chart on the site yet. Ask for the garment measurements of a specific product and size, and we send them by email.
• Care. Follow the care label inside the garment. If anything on it is unclear, email us.

Writing about a delivery

Before you email about a parcel, check two things: the dispatch email (when the carrier gives us a tracking number, it is in there) and the order status in My Account. Then count the business days since you ordered. Business days are Monday to Friday; holidays and carrier delays can add days. If the parcel is later than the 8–17 business days a typical order takes, or the tracking has stopped moving, email us with the subject “Delivery question”, your order number and the shipping address as it should be. We look into it with you and tell you what happens next.

Writing about a return or a size swap

You have 60 days from delivery to return any product for any reason, and that includes personalised shirts. Email with the subject “Return request” or “Size swap”, your order number, which item is going back, and the size you want instead if you are swapping. We email you a free return label. Once your return arrives, we send the refund within 7 days, or store credit if you ask for it; store credit never expires. If the item is damaged, defective, the wrong item, or printed differently from what you typed, say so in the subject and attach a photo, so we can treat it as our error straight away.

What happens after you email

1. Your message lands in our support inbox. There is no automatic ticket number; your email thread is the ticket.
2. We reply within 24 hours on business days, Monday to Friday. If we need one more detail, such as the size you want to swap to, we ask for it in that reply.
3. For changes inside the 24-hour window, we confirm what we changed so you have it in writing.
4. For returns, we email you a free return label and the steps to send the item back.
5. For refunds, we tell you when the refund has been sent: within 7 days of receiving your return.

Please keep replies in the same thread. Starting a new email for the same order is like passing to someone who is already marked: it works, but it slows things down.

Asking about a name before you order

Unsure whether a name or nickname will be accepted? Ask first. Your own name, initials, a court nickname or your squad’s made-up word are all fine, up to 12 letters in capitals. Names or marks of teams, leagues, clubs, colleges, countries, players, characters or brands are not, and orders that ask for them are refused or cancelled. If your real surname happens to match someone famous, tell us and we will sort it out with you.

Our address

Back Heel, 19 Leland Hill Road, Sutton, MA 01590, US.

We are an online shop. There is no showroom, no walk-in counter and no collection point, so please do not visit or post anything to this address unless we have asked you to by email. For returns, always wait for the free return label and instructions we email you; they tell you exactly where the parcel goes.

Things we cannot help with by email

• We cannot take payments or card details by email. Pay only through the checkout on our site.
• We cannot print team, league, club, college, country, player, character or brand names or logos. Requests like that are refused, however nicely you ask.
• We cannot promise a delivery date. Our times are estimates; holidays and carrier delays can add days. Ordering early is the only sure way.
• We do not send a proof or mockup before production. The turntable on each jersey page is your live preview, and what you type is what we print.

Ready to write?

Email support@backheel.shop, or open a request with the subject already filled in on Submit Ticket. While you wait, you can browse the shop or spin a shirt or two on the turntable.