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\nThere is no form on this page, on purpose. A Back Heel support ticket is simply an email to support@backheel.shop with a clear subject line. Pick your request type below and tap its link: your email app opens with the subject already filled in and a short checklist in the message body. Fill in the gaps, send it, and you have a ticket. Your email thread keeps the whole history, and every reply lands right where you started.
\nWe reply within 24 hours on business days, Monday to Friday. Support is by email only, so there is no phone queue to wait in and no chat window that closes when you switch tabs.
\nEach link below opens a new email to support@backheel.shop. If tapping a link does nothing on your device, copy the address and the subject shown in quotation marks into a new email by hand. It works exactly the same.
\n| Request type | \nSubject line | \nUse it when | \n
|---|---|---|
| Change an order | \n“Order change” | \nYou ordered less than 24 hours ago and need a different size, colourway, sleeve length, name spelling, number or address. | \n
| Fix a name or number | \n“Name spelling fix” | \nYou spotted a typo on the back within 24 hours of ordering. | \n
| Cancel an order | \n“Cancel order” | \nYou ordered less than 24 hours ago and want to cancel all or part of it. | \n
| Delivery question | \n“Delivery question” | \nYour parcel is later than expected, tracking has stopped, or you need to check an estimate. | \n
| Return an item | \n“Return request” | \nYou want to send something back within 60 days of delivery, for any reason. | \n
| Swap a size | \n“Size swap” | \nThe shirt arrived and the fit is wrong. | \n
| Damaged or wrong item | \n“Damaged or wrong item” | \nSomething arrived damaged or defective, you got the wrong item, or the print differs from what you typed. | \n
| Refund question | \n“Refund question” | \nYou want to check on a refund or store credit. | \n
| Squad order question | \n“Squad order question” | \nYou are organising shirts for a roster and have a question before ordering. | \n
| Size or product question | \n“Size question” | \nYou want exact garment measurements or advice on a size, sleeves or a product option. | \n
| Privacy request | \n“Privacy request” | \nYou want to see, correct or delete the personal information we hold. | \n
| Rights concern | \n“IP concern” or “Copyright notice” | \nYou are a rights holder with a trademark, design or copyright concern. | \n
| Anything else | \n“General question” | \nYour question does not fit any box above. That is fine. | \n
Give your order number, the shirt you want changed if there are several, and the new value. For a name, write it in capitals exactly as it should appear, letter by letter if it is unusual: up to 12 letters. For a number, anything from 0 to 99. The cart repeats NAME · NUMBER under each shirt, so if you noted it down, copy from there and correct the mistake. The change window is 24 hours from the moment you ordered; after that the shirt may already be in production. Full details: Cancel or Change an Order.
\nYour order number and whether you want to cancel the whole order or only some items. If we confirm the cancellation inside the 24-hour window, the refund is sent within 7 days.
\nYour order number, the date you ordered, the country it is going to and the tracking number if your dispatch email has one. A typical order arrives 8–17 business days after it is placed: 1–3 business days to make it and 7–14 in transit to the US, Canada, Australia or New Zealand. Business days are Monday to Friday, and holidays or carrier delays can add days. The Order Tracking page explains how to read your order status.
\nYour order number, which item is going back and its size, and either the size you want instead or whether you prefer a refund or store credit. Returns are accepted for 60 days from delivery on every product, for any reason, personalised shirts included. We email you a free return label, and there are no restocking fees. See Returns and Exchanges.
\nYour order number, a short description of the problem and a photo. For a misprint, tell us what you typed and what arrived. Photos sent to support are deleted 30 days after delivery of the related order. Our-error returns are free, the same as every other return.
\nYour order number and the date you sent the return. Refunds are sent within 7 days of receiving the return, to the original payment method, or as store credit if you asked for it. Store credit never expires. See the Refund Policy.
\nHow many shirts, which pattern and colourway you are leaning towards, your first game date and the country you are shipping to. If you have a keeper, mention it, and we can suggest a clash colourway of the same art. It also helps to know if you need any 4XL or 5XL ($3 more) or long sleeves ($5 more), so the total makes sense before you order.
\nThe product, the size you normally wear, and what you want to know. There is no measurement chart on the site yet, but we can send exact garment measurements by email. The Size Guide explains how to measure a shirt you already own: lay it flat, measure chest from armpit to armpit, and body length from the highest point of the shoulder.
\nThe prefilled subject tells us the request type. Add your order number after it and, if useful, two or three words of detail. Good examples:
\nSubjects like “Help” or “Urgent!!!” still reach us, but we have to open them to find out what they are about. A clear subject is the support version of calling for the ball: it tells everyone where to look.
\nOur replies come within 24 hours on business days. If one has not arrived by then, run through these checks before writing again:
\nStill nothing? Reply to your own sent email, so the original stays in the thread, and add “second message” to the subject. If your request was a change inside the 24-hour window, the time you first emailed is what counts for us, so you do not lose your place.
\nWinter registration usually opens between September and November, and many leagues play their first game in January. That is when squad organisers write to us most. Our reply time stays the same, but the calendar does not wait: holidays at the end of the year can add days to delivery. Send your squad question early, use the First whistle tool on the homepage to find your last day to order, and keep the 17-business-day rule of thumb in mind.
\nIf you write from an address other than the one used at checkout, include the name on the order, the order number and the shipping postcode or ZIP code. For anything involving your personal information, such as a privacy request or an address change, we may ask you to confirm from the checkout address, so nobody else can change your order.
\nYou ordered nine shirts on Monday evening and on Tuesday morning noticed GONZALES should be GONZALEZ. Tap “Fix a name or number”, add your order number to the subject, write the shirt it is on and the correct spelling in capitals. That is inside 24 hours, so we change it before production and confirm by reply.
\nYour single shirt arrived and the L is roomy enough for two pivos, the big target players who hold the ball up front. Tap “Swap a size”, tell us you want an M, and we email a free return label. Send the L back within 60 days of delivery and order the M. Fast feet, faster fix.
\nYour long sleeve keeper shirt is on its way to Christchurch and you want to know if it will make Saturday’s first game. Tap “Delivery question”, add your order date and the tracking number from the dispatch email, and we check where it is. Transit to New Zealand is 7–14 business days, the same as to the US.
\nThat works too. Email support@backheel.shop with a clear subject line and the details above. For more ways to get help, visit Contact Us, the Help Center or the FAQs. Back Heel, 19 Leland Hill Road, Sutton, MA 01590, US.
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