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\nShirts are a fit-and-feel thing. Sometimes the size you guessed for a teammate is a little off, sometimes the colourway looks different next to the rest of the squad, and sometimes you just change your mind. At Back Heel you can send back any product within 60 days of delivery, for any reason, and we pay the return postage with a free label. This page is about the process: what you can send back, how to start, how exchanges work and what happens when the parcel reaches us. For the money side (how much comes back, where it goes and how fast), read our Refund Policy.
\nThe clock starts on the day your parcel is delivered, as shown by the carrier or, if there is no carrier scan, the day you tell us it arrived. You have 60 calendar days from then to ask for a return or an exchange. You only need to contact us inside the 60 days; we will not hold it against you if the label takes a day to reach you.
\nThe window is the same for every product: Court Art Jerseys, Keeper Shirts, the Blacktop & Pickup range, futsal shorts, crew socks, the warm-up long sleeve tee and the pullover hoodie. A squad order of ten shirts gets ten separate chances: if one player’s shirt needs a swap, the other nine stay put and nothing about their order changes.
\nIf one order arrived in two parcels, each item’s 60 days start from the day its own parcel was delivered. When in doubt, email us and we will check the dates for you.
\nEverything. We do not keep a list of “final” items. The way we handle a return depends on why it is coming back, so here is how we sort them.
\nMaybe the pattern looks better in the gallery than on you, or the organiser ordered an L when the player is clearly an XL. Send it back within 60 days. We ask that change-of-mind items come back unworn in a game, unwashed and in the condition you received them, so the next person gets a clean shirt. Trying a shirt on at home to check the fit is fine; a full winner-stays-on session on the blacktop is not trying it on.
\nIf the item arrived damaged, is defective, is not the item you ordered, or the print differs from what you typed on the product page (a wrong letter, a wrong number, a missing name), that is on us. Send it back in whatever condition you found it. Attach a photo to your email so we can see the problem straight away.
\nShirts with a name or number on the back, including the three Custom shirts where name and number are required (Custom Flying Keeper, Custom Free Agent and Custom Back Heel Name Bar), can be returned within 60 days like everything else, with our free label. We print exactly what is typed, so if the name you entered was misspelt, the print itself is correct. That still counts as a normal return under the 60-day rule. If you spot the typo within 24 hours of ordering, it is faster to fix it before we make the shirt: see Cancel or Change an Order.
\nBought a Mural Bloom jersey for a friend who wears art off the court? If it does not fit or suit them, they can return or exchange it within 60 days of delivery. Ask them to email us with the order number. Where any money goes back is explained in the Refund Policy.
\nPlease email before sending anything back. A parcel that arrives with no note and no label is hard to match to an order, and we would rather spend that time getting your swap out.
\nFold each shirt with the back facing up so the name and number are easy to check when we open the parcel. Any sturdy mailer or small box works; the original mailer is ideal if you still have it. Keep socks paired and put shorts in with their matching shirt if they belong to the same player. Do not tape anything to the garment itself. Slip a short note inside with the order number, the items and what you want in return, written the same way as your email, for example “Order #1234 — return 1 Chalk Map hoodie, size L, exchange for XL”. That one line saves a round of emails and gets your swap moving sooner.
\nWe do. For every return we accept under this policy, whether it is a change of mind, a size problem or our mistake, we email you a free return label. You do not pay to send it back and there are no restocking fees, handling charges or deductions for using the label. If, for any reason, the label does not work for your location, tell us before you post the parcel so that we can sort out an alternative together. Please do not buy postage yourself without checking with us first.
\nAn exchange is the quickest way to fix a fit problem. You can swap to a different size, colourway or sleeve length of the same product. Every adult shirt, shorts, tee and hoodie comes in S, M, L, XL, 2XL, 3XL, 4XL and 5XL; crew socks come in S/M and L/XL. Before you choose a new size, our Size Guide explains how to measure a shirt you already own, which usually settles the question.
\nTell us the new size, colourway or sleeves in your return email. For a personalised shirt, confirm the name and number again, exactly as you want them printed, because the replacement is made fresh. We make and send the replacement once your return is on its way back to us and we have the details we need; the new shirt follows the normal making and delivery times in our Shipping & Delivery policy, and shipping the replacement to you is free.
\nSizes 4XL and 5XL cost $3 more, long sleeves add $5, and a small front chest number on a Custom shirt adds $3. If your swap moves to an option with a different price, we tell you the difference before we make anything. If the swap costs less, the difference comes back to you as described in the Refund Policy.
\nWant a Panna Arches jersey instead of the Sole Roll one? We treat that as a return of the first item plus a new order for the second. It keeps the paperwork clean and you still use our free return label.
\nSend us a photo first. A photo of the item, the fault and the shipping label lets us see what went wrong and choose the right fix. Depending on the problem, we will either send you a return label for the item or tell you that you can keep it while we sort out a replacement or refund. You can always choose between a replacement and your money back.
\nPhotos you email us are used only to handle your order and are deleted 30 days after delivery of the related order. There is no photo upload on the site, so email is the way to send them.
\nWhen the parcel reaches us, we match it to your order, check the items and email you to confirm. If it is an exchange, the replacement goes out. If it is a refund or store credit, the money side starts: refunds are sent within 7 days of receiving your return, to your original payment method or as store credit if you asked for it. Store credit never expires. Full details are in the Refund Policy.
\nIf something about the returned item is not what we expected (for example a different item from the one on the return note), we email you before deciding anything. Nothing happens to your return without you hearing about it.
\nTeam orders are where most swaps happen, so here is how they work. A squad organiser can return or exchange any number of shirts from one order, one at a time or all together. If three players need different sizes, list each shirt in one email: the name and number on its back, the size you received and the size you need. We send one label for the lot if they are travelling together, or separate labels if the players are posting them from different addresses. The shirts that fit stay exactly as they are.
\nIf the keeper’s clash shirt needs to change colourway because the opposing teams in your league wear something similar, that is a normal exchange too.
\nA free agent who ordered alone and then discovers the new team plays in a different colourway can exchange the shirt for the matching colourway of the same pattern. Mention the colourway the rest of the squad wears, and confirm the name and number for the new back.
\nIf your order has not arrived, you do not need to return anything. Within 24 hours of ordering you can still cancel or change size, colourway, sleeves, name and number spelling or address; see Cancel or Change an Order. After that, wait for the parcel and use the 60-day window. If your order seems late, our Shipping & Delivery page explains what to do.
\nThe 60-day window and the free label apply to every country we ship to. A return from outside the United States travels back across a border, so it can take longer to reach us. Your return is counted from when you contacted us inside the 60 days, not from when the parcel lands. When you email from abroad, include your full address with postal code so that the label we send matches it.
\nEmail support@backheel.shop with your order number and we reply within 24 hours on business days. Our Submit a Ticket page shows what to put in the email, and the FAQs answer the quick questions.
\nBack Heel, 19 Leland Hill Road, Sutton, MA 01590, US
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