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\nWelcome to the Back Heel help desk. Think of this page as the bench: everything you need before, during and after an order is one short pass away. Start with the quick answers, jump to the topic that matches your question, or find your own situation further down. If you still need a person, email support@backheel.shop and we will reply within 24 hours on business days, Monday to Friday.
\nAn order at Back Heel is a list of shirts, each with its own pattern, colourway, size, sleeves, and (on most jerseys) a name and number. The cart reads every shirt back to you as NAME · NUMBER, so a squad of eight is as easy to check as a single shirt. We do not send a proof before making your order: the turntable on each jersey page shows your name and number on the back as you type, and that preview is what we print.
\nThe one thing to remember is the 24-hour window. Inside it you can cancel the order or change almost anything about it. After it, the order is in the making and stays as typed.
\nWe send to four countries only, all for free: the United States, Canada, Australia and New Zealand. Transit takes 7–14 business days to each of them, after 1–3 business days to make the order. Our rule of thumb is to order at least 17 business days before you need the shirts. Weekends do not count, and holidays or carrier delays can stretch things, so every date we give is an estimate.
\nFor orders to Canada, Australia or New Zealand, import duties and taxes depend on the destination country. If you are unsure, email us before you order.
\nEvery product can come back within 60 days of delivery, for any reason. Wrong size, wrong colour for your league, changed your mind about the pattern: all covered. For a change of mind we email you a free return label, and if the fault is ours (damaged, defective, wrong item, or a print different from what you typed) the return is free as well. Personalised shirts follow the same 60-day rule.
\nNeed a different size? Ask for a return label for the first shirt and place a new order for the size you need.
\nOnce your return reaches us, the refund is sent within 7 days to the original payment method. If you cancelled inside the 24-hour window, the refund is sent within 7 days of the cancellation. You can choose store credit instead of a refund; it never expires, which suits organisers who order again for the next season.
\nPrices are in US dollars, and the payment options available to you are shown at checkout before you pay. The product page price is the price that counts. Size 4XL and 5XL add $3, long sleeves add $5 on the jerseys that offer them, and the optional front chest number on the Custom shirts adds $3. Names and numbers on the back are included.
\nOur shirts are original art patterns for futsal (indoor five-a-side), street and pickup soccer. Each pattern has a title and a short motif note, and comes in 2–3 colourways named after paint and court colours. The pattern runs round the front, back and sleeves, and every design keeps a calm back panel so the referee can read your number from the far side of the court. The “Step back” band on the homepage lets you test that with a distance slider.
\nShirts, shorts, the warm-up tee and the hoodie come in S to 5XL. Socks come in S/M and L/XL. Names go up to 12 letters in capitals; numbers run 0–99. We only print personal names and numbers, never team, league, club, college, country, player, character or brand names or logos.
\nYou do not need an account to look around. The turntable, the “Step back” slider and the “First whistle” date tool run in your browser and do not collect, send or store anything. If you create an account at checkout, My Account keeps a list of your orders and their status. We use your details to make, ship and support your order, and nothing more. We never ask for a photo; if you choose to email one, for example of a damaged parcel, we delete it 30 days after delivery of that order.
\nRegistration closed, the first game is in January, and eight people are messaging you their sizes in eight formats. Ask for one line per player: name, number, size, sleeves. Pick one pattern and one colourway for the outfield players and a clash colourway for the keeper. Order as soon as the roster is final, at least 17 business days before the first game, then read the cart back as NAME · NUMBER. If someone’s spelling turns out to be wrong, you have 24 hours to email the fix.
\nAsk your new captain for the pattern and colourway name, then find it in the shop. If the team already wears numbers, check yours is not taken before you type it. One shirt ships free like any other order, and if the colour turns out to be wrong you have 60 days to send it back with our label.
\nThe referee needs to tell you apart from your four outfield players, so take a clash colourway or a shirt from Keeper Shirts. If your team plays a flying keeper (an outfield player who steps up to join the attack), the Custom Flying Keeper shirt has a required name and number and an optional chest number.
\nPlenty of people wear our patterns to the café rather than the court. Leave the name and number empty and the back panel stays plain, so the shirt reads as a print rather than a kit. The warm-up long sleeve tee and the hoodie are set designs and good off-court picks.
\nShipping is free and transit is 7–14 business days, the same estimate as the US. Allow for duties or taxes set by your country, and make sure the address includes everything a local courier needs, such as unit numbers and postcode.
\nNo stress. Email us with your order number and the size you want. We send a free return label for the first shirt, you order the new size, and the refund for the first shirt is sent within 7 days of it reaching us.
\nMost support emails we receive could have been saved by one slow read of the cart. Run through this list before you pay; it takes less time than a rolling sub.
\nSupport is by email only, and every message is read by a person. Before you write, have your order number ready; it is in your order confirmation email and in My Account. Then send a short email with a clear subject line, for example “Order #1234 — size swap” or “Order #1234 — address change”.
\nWe reply within 24 hours on business days. Messages sent on a Saturday or Sunday are answered from Monday. For a longer guide to writing a support request, see Submit a Ticket, or read Contact Us for our business details. Our address is Back Heel, 19 Leland Hill Road, Sutton, MA 01590, US; there is no shop or pickup point there.
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