PRODUCT & SIZING
What size will I be?
As we have different apparel suppliers, please check the size guide on each product to determine the most suitable size.
I can see this item is available online, is this also available instore?
The stock we have available online does differ to our stock instore, as we have two separate locations where product is held. If you have seen something online, please contact us on 03 9413 6290 or cfcshop_orders@collingwoodfc.com.au and our team will be able to let you know if we have it available.
RETURNS
Can I return an online order instore?
Yes, you can. Please ensure your return adheres to our Return Policy and bring your order instore. To check out our Returns Policy, please click here.
How do I return an item from my order?
We accept returns and exchanges provided they meet our Returns Policy. Instructions on how to return can be found here.
What is your return policy?
Our Returns Policy can be found here.
The Collingwood Club Shop will happily refund or exchange any purchase under the following terms and conditions:
- All returns or exchanges must be within 30 days of purchase, unless goods are faulty or have a major defect problem;
- Proof of purchase is required with all returned items;
- Items must be in their original condition. All tags and packaging must be intact, unless goods are faulty or have a major defect problem;
- Strictly NO exchange or refunds on memorabilia or custom items such as heat press names or number/s applied, unless goods are faulty or have a major defect problem;
- No refunds on change of mind purchases of sale items, unless goods are faulty or have major defect problem;
Do you offer free returns?
If you need to return an item via post, this will be at your own expense. However, we will cover the cost to send out your new item if you are exchanging.
I’m returning an item; can stock be held for an exchange?
Unfortunately, we’re unable to guarantee or hold stock to fulfill your return request.
If we’re out of stock for the desired item, we will process a refund to your original payment method. We apologise for any inconvenience.
My return shows it was delivered, when will it be processed?
Once your return item(s) s received, it is generally processed within 5-7 business days.
I’ve received a refund I wasn’t expecting – what is this for?
Inventory errors can occur. Where stock is no longer available and we’re unable to fulfill your order, we will provide a full refund and contact you with confirmation.
I’ve received a faulty item – what can I do?
Please contact us on 03 9413 6290 or cfcshop_orders@collingwoodfc.com.au and we’ll be able to assist.
SHIPPING
Do you offer free shipping?
We do offer free shipping on orders that are totally $150 and above. Please be aware that this does not include international or memorabilia orders. Free shipping is standard shipping only.
My order just arrived but it’s missing an item –
Often items can be sent in separate parcels as they are coming from different locations.
Track your delivery here and it will identify if order has 2 parcels on the way.
Alternatively, please contact us on 03 9413 6290 or cfcshop_orders@collingwoodfc.com.au and we’ll happily assist you.
I’ve entered in the incorrect address on my order – what can I do?
As soon as you identify the error, please contact us on 03 9413 6290. We cannot guarantee we can edit your order, but we will do our best to have this changed prior to dispatch.
Alternatively, if you can't get through to us or if your order has already been shipped, contact Australia Post with your tracking details and they should be able to assist further.
Do you ship internationally?
We do! For international delivery costs please view on the checkout page.
When will my order be shipped?
We aim to have all orders shipped within 3 business days.
If your order hasn’t been shipped within this timeframe, please refer to the product page for individual fulfilment times as memorabilia products and pre-order items will affect this timeframe.
How can I track my order?
Once your order has been shipped, you will receive your tracking number via email.
To track your parcel, please use your tracking number via the Australia Post website here.
I’ve made a mistake - can I edit my order?
Unfortunately, we’re unable to make any changes to an order once it has been placed.
If there are any urgent changes, please contact our shop team on 03 9413 6290 and we will endeavour to make these adjustments. However, please note these changes are unable to be guaranteed.
How can I add another item to my order?
Unfortunately, we’re unable to make any changes to an order once it has been placed.
An item I’ve purchased is on pre-order – what does this mean?
A pre-order means the items are not currently available. By purchasing an item on pre-order, it secures your purchase and once stock becomes available, your order will be shipped.
- Please note, for any order that contains a pre-order item, your entire order will be held and despatched together.
For pre-order items, please refer to the product page or your order invoice for dispatch dates.
My order is being returned to sender, what do I do now?
If you have been notified through Australia Post that your order has been returned to sender, please contact us on 03 9413 6290 with your correct address and once your order is returned, we will organise for it to be resent.
PAYMENTS
What payment options do you offer?
We accept VISA, MasterCard, PayPal*, GPay, Apple Pay and ZipPay*, with AfterPay* coming soon.
We’re unable to offer layby on your order.
- *ZipPay orders require a minimum spend of $100.
- *PayPal Pay in 4 orders require a minimum spend of $50
ACCOUNT & DISCOUNTS
How do I login into my shop account?
Click here and enter in your details.
I can’t get into my account – how can I reset my password?
If you require your shop password to be reset, please click here.
I'm a member of the Club; do I still need to create a shop account?
Yes, as a member of the Club you will need to create a shop account with the same email address linked to your membership. This will allow you to utilise your member discount which will automatically apply to eligible items at the checkout. You can register for an account here.
I’m a Collingwood Club Member but I am not receiving my members discount?
To access your members discount*, you must be logged into your Collingwood Club Shop account and your account must use the email linked to your membership account.
*Members discount excludes sale items, promotions, member exclusive product, memorabilia and shipping.
I didn’t receive my full promotion discount – can I get a refund?
If you’re a Collingwood club member, promotional discounts won’t be applied on top of your member's' discount. The promotion discount will be applied to RRP. If you believe there has been an error, please contact us on 03 9413 6290 or shop@collingwoodfc.com.au and we’ll be able to assist.
I can’t remember if I’ve used my voucher/gift certificate – can I check the balance?
Click here to check the remaining balance of your voucher/gift certificate.
Your advertised promotion isn’t applying to my order – what can I do?
Some promotions may require a Promo Code at checkout. Before placing your order, please ensure you’re entering any required codes into the promo code section of checkout to ensure you receive your discount.
GIFT VOUCHERS
How will I receive my gift voucher?
The Collingwood Club Shop offers online gift vouchers which will be delivered via email to the recipient.
How long do gift vouchers take to arrive?
After completing your purchase, please allow approximately 30 minutes for the voucher to be email to the nominated recipient email. If you haven't received the gift voucher, please check your junk folder.
I’ve ordered a gift voucher, but I haven’t received it.
Gift vouchers are emailed directly to the nominated recipient email. Please allow 30 minutes from the time purchase for this email to arrive and be sure to check your junk.
If your recipient hasn’t received this, please contact us with your order number and recipient email on 03 9413 6290 or shop@collingwoodfc.com.au.
Can my gift voucher be used on Game Day?
Unfortunately, vouchers are unable to be used on Game Day.