Returns & Exchanges Policy

Last updated: November 8, 2026

Wrong colour for the away kit. A size that runs tight on your point guard. A jersey for a player who quit before the first whistle. It happens on every roster. This page is the playbook for sending Kit Crew items back and swapping them for something that works. It covers the process: what qualifies, how to start, how to pack and what happens when the box reaches us. How and when the money comes back is covered separately on our Refund Policy page.

What you can send back

Every item we sell can be returned within the 60-day window. That includes the ten custom products with player names and numbers, the logo-free jerseys, and team gear such as shorts, pinnies, socks and hoodies.

Personalised kit is included

Many stores refuse returns on anything with a name on it. We do not. A Custom Crew Basketball Jersey printed with a player name and number can come back on the same terms as a plain Training Soccer Jersey. We cannot resell a jersey with someone else’s name across the shoulders, but we would rather take that hit than leave a coach stuck with kit nobody can wear.

Condition we ask for

Send items back clean and unwashed where possible, without stains, pet hair, smoke smell or damage from wear. Trying a jersey on to check the fit is fine. A jersey that has played a full season of Saturday games is not a return; it is a well-used jersey.

Partial returns

You do not have to return a whole team order. If 11 jerseys fit and 2 do not, return the 2. Each cart line is its own item, so we handle only the lines you send back.

The return play, step by step

1. Email us. Write to support@kitcrew.shop with your order number, which items you are sending back and whether you want a refund, store credit or a replacement.
2. Get your label. For change-of-mind returns we email you a free return label. You do not pay postage.
3. Pack it. Fold the items, put them in a sturdy bag or box and add a slip of paper with your order number and name.
4. Send it. Attach the label and drop the parcel off. Keep your receipt for the drop-off.
5. We receive it. We match the items to your order and process what you asked for.
6. You get the outcome. Refunds go out within 7 days of receiving the return. Store credit or a replacement order follows the same receive-then-process order.

Start inside the 60 days

Email us before the 60 days are up. The date you first contact us is what counts for starting the return. Once we send the label, post the parcel soon so it does not get lost in the equipment shed. If something stops you sending it quickly, tell us and we will help.

Swapping sizes, colours and players

Because every jersey can be personalised differently, we treat an exchange as a return plus a new order. It sounds slower than a straight swap, but it means the new jersey gets printed with exactly the name, number and size you want, and the refund for the old one is handled cleanly.

How a swap works

Place a new order for the replacement item now, so it starts processing straight away. Then return the original with the free label. When we receive the original, we refund it within 7 days. Shipping is free on the new order as always, and the per-jersey price is the same.

A size swap example

A volleyball organiser orders a Custom Volleyball Jersey in Adult M for the setter, who turns out to need Adult L. The organiser places a new order for an Adult L with the same name and number, then sends the Adult M back with the free label. The setter has a jersey that fits, and the first one is refunded once it reaches us.

A colour swap example

A soccer coach receives four Training Soccer Jerseys in the wrong colour for the club’s practice bibs. Within the 60 days the coach emails us, gets a free label and sends all four back. The refund lands within 7 days of their arrival. The coach reorders the right colourway on a new order.

When the mistake is on the roster

We print exactly what is typed into the personalisation fields. There is no proof before production. So most lettering problems trace back to the cart, and the fastest fix depends on when you spot it.

Caught within 24 hours

A basketball captain orders 11 Custom Crew Basketball Jerseys, one cart line per player, and notices five hours later that number 23 is on two lines. That is inside the 24-hour change window. An email to us with the order number and the correct number fixes it before printing. See Cancel or Change an Order.

Caught after printing

If the same captain only notices on day three, the jerseys may already be printed. Order a jersey with the right number on a new order and send the duplicate back with the free label. No restocking fee, no awkward conversation.

Spelling slips

Typing “MCKENZY” instead of “MCKENZIE” in the “Player name on back” field produces a jersey that says MCKENZY. Catch it inside 24 hours and we fix the order. Catch it later and use the return route. Read every name and number out loud against your roster before you pay.

Damaged, faulty or wrong items

If a jersey arrives with a print flaw, a tear, a wrong size label or an item that is not what you ordered, tell us and we will put it right with you.

What to send us

• Your order number.
• Clear photos of the item and of the problem, plus the packaging if it was damaged.
• A short note on what you expected and what you received.

We may ask you to send the item back with a free label, or we may be able to sort it from the photos alone. Photos customers email us are deleted 30 days after delivery.

Report it soon

Look over a team order when it arrives, before you hand the kit out. A problem spotted on unpacking day is easier for everyone to check than one found after the jerseys have been worn to three games.

Returns from Canada, Australia and New Zealand

Returns from outside the United States follow the same 60-day window and the same free return label for change-of-mind returns. The parcel travels back to us, so allow extra transit time before the refund is processed.

Customs paperwork

If the return label comes with a customs form, fill it in as a return of goods so it is not treated as a new sale. If you are unsure how to fill it in, contact us and we will help.

Duties on the original order

Any import charges depend on the destination country. If you paid anything on arrival and want to know what happens to it on a return, contact us and we will help you look into it.

Collecting returns from a whole team

When the organiser bought the kit but the players took it home, a return means chasing jerseys across a roster. A simple routine keeps it tidy.

Gather first, email once

Collect every item that is going back before you write to us. One email listing all the lines is quicker for you and for us than five emails a day apart. List each item with the player name and number printed on it, or the size and colour for logo-free kit, so we can match it to the right cart line.

One parcel per return label

Pack everything for one label in one parcel. If the items will not fit, tell us how many parcels you need before you post anything, and we will sort out the labels with you.

Parents returning on behalf of a player

If a parent volunteer placed the order, the return still runs through the person whose email is on the order. That keeps the refund going to the original payment method and avoids confusion about who asked for what.

Notes for specific gear

A few items in the catalogue have their own quirks when it comes to returns and swaps.

Reversible practice jerseys

The Custom Reversible Practice Jersey has colours printed on both faces, and the name and number are optional. If the team wanted names but you ordered numbers only, the fix is a new order with names filled in and a return of the originals.

Pinnies and socks

Team Practice Pinnies come in One Size Adult and One Size Youth, and Team Crew Socks come in Youth, S/M and L/XL. If you picked the wrong one, return the unused items in their original condition and reorder the right size.

Hoodies and shorts

The Custom Team Pullover Hoodie comes in adult sizes only. Team Basketball Shorts can carry an optional leg number. Both follow the standard 60-day return with a free label for change of mind.

Store credit instead of a refund

Some organisers prefer credit they can spend on next season’s kit. Ask for store credit in your return email and we will issue it instead of a refund. Store credit never expires, so it is still there when the spring league comes around. If you change your mind before we process the return, tell us.

Things we cannot accept

We keep this list short, but it exists.

• Items that were not bought from kitcrew.shop.
• Items returned after 60 days without contacting us first.
• Items worn through games or washed many times, or damaged after delivery.

If your case does not fit neatly, email us anyway. We would rather hear the details than have you guess.

Talk to the Kit Crew bench

Kit Crew, 4799 Seabreeze Lane, Myrtle Beach, SC 29579, US. Email support@kitcrew.shop. We reply within 24 hours on business days. Please do not post a return to our address without emailing us first; the label and instructions we send are what tie the parcel to your order.

Related pages: Shipping and Delivery, Size Guide, FAQs and Submit a Ticket.