Help Center

How can we help?

Topic Q&A
My Account

How do I register?
Registering with us is easy! Click here to get started.

How do I change my account details?
Simply log-in to your account and change what you need. We don’t want you missing out on any exclusive offers!!

Are my personal details safe if I create an account?
We are fully compliant with the Data Protection Act so your personal details will always be kept safe! Please, check out our Privacy Policy for more info!!

I have forgotten my password. What should I do?
Don't fret! We'll get you back up and running in no time. Click 'Forgotten your Password' on the sign-in page and you'll be on your way to getting it reset pronto!

How do I unsubscribe?
If you don't want to receive our exclusive offers and promotions anymore that is absolutely fine! Log-in to your Soccer Planet TX account and change the 'Email Preferences'.


The item I ordered is out of stock. Why is it on the website?
We always aim to get our items back in stock so you can purchase them in the future. Now and again there can be an unexpected delay, if so we'll get in touch to let you know.

How do I place an order?
Easy! Find the items you want and click to add them to your cart. Once you've got all you need, select the cart icon and proceed to checkout. Your account will automatically show any stored delivery and payment options to make ordering as easy as possible. Check all of your details are correct and you’re good to go!! We’ll let you know that your order is complete by sending you an email.

Can I make changes to my cart?
Absolutely!! Click the cart icon and this will show all of the items you've selected so far. Use the + to add more of the same item or the – if you have added too many. If you want to remove the item completely, just hit the X button.

Can I place an order to a different address?
You sure can! You can add a different delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can add more

How will I know when my order has been shipped?
We will fire an email over to you once your items have shipped. This will contain the delivery address and the goods that are on their way as well as more info!! You can also log-in to your account to check up on your order.

What is the status of my order?
Your account makes it easy to keep an eye on your orders.
Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and discover all the information you need. We'll also send you an email as soon as it's on the way!

Where is my order?
Your Account will show any orders you have previously placed with us. Click here to track your order. They will either show as Outstanding, In Progress or Complete. Click on the order you wish to view to check the current status. The email we send when it is dispatched will also let you know when to expect your order. If you need any further information, contact our Customer Service team by sending a message through your account.

How do I cancel my order?
We're sorry to hear you want to cancel. If you need our help with anything, just contact us through your account and we will be happy to help. We will send you an email once the items have been cancelled successfully. If the cancellation fails, this is because the order is almost ready to be sent. In stock items are sent as soon as possible to ensure they get you quickly. If you want to return the items, check out our returns policy!

Why has my order been cancelled?
We don’t want to cancel any orders but occasionally we might have to. This can be down to issues with stock or the price of the item may have been incorrect on our site (Whoops).

How do I make changes to my order?
Once your order has been placed we are unable to amend any details. You can try and cancel it if you wish and then place a new one. You can do this through your account. Select the order you wish to cancel and you’ll see that you can choose individual items or the whole thing. We'll send an email to let you know if the cancellation is successful. We recommend not placing a new order until this has been confirmed. If you can't cancel then you can send the item back to us. Refer to our Returns Policy to find out how.

What do I do if I have ordered the wrong item?
No worries, you can try and cancel the item in your account. Click the one you wish to cancel and we’ll send you and email to let you know if it worked. If you can’t cancel it you can send it back to us. Our Returns Policy is just here. Need a bit more help? Send us a message through your account.

I have received a faulty item. What should I do?
We're sorry that this has happened and we will do what we can to make sure you get the best outcome. Please contact us to tell us more, if you can provide your order number, product name, details of the fault and an image (if necessary) then this will speed up the process!

I have received the wrong item. What should I do?
We're sorry about that, sometimes mistakes are made but don't worry as we can help. Drop us a message through your account with your order number, the item you have received and the one you have ordered. Sending us an image may also help speed things up!!

I have received a damaged item. What should I do?
We wouldn't want to receive a damaged item so why should you? Contact us through your account and send us an image of the damage. As soon as we receive this we will email you with the outcome!

There is an item missing from my order. What should I do?
We sometimes ship items separately to make sure that they get to you as quickly as possible. Your confirmation email will confirm what has been sent to you. If the missing item isn’t on there you will need to wait that little bit longer. If it has been sent then send a message to us through your account to let our Customer Service team know and they'll be happy to help.

Payment & Discount

How can I pay for my order?
We offer various ways to pay for our items to ensure our customers can access all the goods on our website. You can use: Visa, Visa Debit, MasterCard, PayPal. Your preferred payment of choice can be selected at the checkout; we take fraud very seriously so you will face validation and authorization by us and your card issuer.

I have a payment problem on my order. What should I do?
If a 'Payment Problem' occurs, don’t worry as this can be easily resolved so that we can get your order on its way to you. Before you re-enter any card details, please make sure all of the details are correct. We also recommend checking funds in that account. If you have done this and the problem still persists, contact our Customer Service team through your account and we will help to get this sorted for you as quickly as possible.

Why can I see a transaction pending in my PayPal account?
When opting to pay via PayPal, you will see a notification in your PayPal account which authorizes the payment to be taken when your order is ready for ship. Until ship, payment is not debited from your PayPal account.

Why can't I add a new payment card?
If you want to add a new payment card you can do this at the checkout stage. Your card details will be stored for future orders so you can check out with ease.

How do I use a discount code?
Adding a discount code is really easy. Once you have finished shopping click the 'View cart' option. There will be a box underneath your items that says 'Got a Discount Code? Enter it here'. If the code hasn't worked please check you aren’t trying to use more than one offer. Only one code per order can be used. Still having problems? Contact our Customer Service team through your account.

Why is my discount code not working?
The discount code entered may have expired or the promotion may not have started yet. Please refer to the terms and conditions of our offers here.

How much sales tax will be added to my order total?
Sales tax charges are dependent on the U.S. state that orders are shipped to. If your order will be shipped to one of the following states, it will include a sales tax charge. Alabama, Arizona, Arkansas, California, Colorado,   Connecticut, Hawaii, Idaho, Illinois, Indiana, Kentucky,  Maine, Maryland, Massachusetts, Michigan, Minnesota,

Mississippi, Missouri, New Jersey, New Mexico, New York, Nevada, North Carolina, North Dakota, Ohio, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont,   Virginia, Washington, Wisconsin

Why am I being charged for more than the products in my cart?
In addition to the product value, we charge for shipping and sales tax. Sales tax charges will only apply to orders being shipped to the following states:
Alabama, California, Colorado, Connecticut, Hawaii
Illinois, Indiana, Kentucky, Maine, Maryland,   Massachusetts, Michigan, Minnesota, Mississippi
Missouri, New Jersey, Nevada, North Carolina,North Dakota, Ohio, South Carolina, South Dakota, Texas, Utah,
 Vermont, Washington, Wisconsin 


What do I do if I have not received my order?
We will email you when your items are on the way, so that you know when to expect them. For tracked orders, use the tracking link provided in your email or located in your account to check where your order is. Have you checked if your parcel has been left somewhere safe such as with a neighbor? Our Delivery Information page can give you more information but if you need any more help we are only a message away!!!

What delivery options do you offer?
We use premium/express services. During busy period's, some Premium/Express delivery services may also be temporarily unavailable.

How long will it take for my order to be delivered?
Please allow 3-5 business days for delivery

What happens if I am not at home to accept my delivery?
Most of the products on our site require you to be at home for the delivery as they may be too big to fit in your letterbox. If this happens and you are not in to receive or sign for it, your tracking information should update to reflect this and the delivery should re-schedule. If you need any help then contact our Customer Service team.

Returns & Refunds

What is your returns policy?
Please click here to see our returns policy. If you can’t find the information you are looking for then please contact our Customer Service team through your account.

How do I return an item?
Returning an item shouldn’t be complicated. Log on to your account and contact our Customer Service team and we will do the rest. Just tell us the reason why you want to return your items so we can choose the best option for you. Our returns policy is right here.

Can I return an item that is no longer wanted?
We want every one of our customers to enjoy their items. If you aren’t happy with them you can send them back to us. The only thing we ask is that the items are all pristine, in their original packaging and that you contact us within 14 days of receiving the products. To make sure they are sent back to us safely, contact our Customer Service team through your account and you will be sent the information you need. Our Returns Policy can be viewed here.

What happens once my item is returned?
Once your return has reached us we will review the reason and let you know the outcome via email.

When will I receive my refund?
We’ll process your return within 48 hours of receiving it into our warehouse. Your refund should then be processed within 5 working days and an email will be sent to confirm this. If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team through your account.


Where can I find your terms & conditions?
You can find them right here.

Why am I having problems accessing the checkout?
If you have any difficulties accessing the checkout or any part of our website then please get in touch with Customer Services as soon as possible so we can fix this straight away!!

What is your Privacy Policy?
Our Privacy Policy can be read here.

Update to Terms & Conditions, Privacy Policy and others Why did I receive this email?
We will send a e-mail notification you of the changes of the Terms & Condition, The Privacy Policy and other important documents that will affect the use of the website