Returns & Exchanges Policy
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Custom esports jerseys are usually the hardest thing to send back. A tag is on the back, a number is on the sleeve or chest, and most shops treat that as the end of the conversation. Game Faced does not. Every item we sell, personalised or not, can come back within 60 days of delivery, for any reason, and we cover the return postage with a free return label. This page is the step-by-step: what you can send back, how to start, how an exchange works and what happens when the parcel reaches us. The money side, meaning amounts, timing and store credit, lives on our Refund Policy.
Returns at a glance
- Window: 60 days from the delivery date.
- What qualifies: every product, including jerseys printed with your tag, number or squad name.
- Reason needed: none. Wrong size, changed mind, misspelled tag, different colour preference: all fine.
- Return postage: paid by us. We email you a free return label.
- Restocking fee: none.
- Your choice: an exchange, a refund to your original payment method, or store credit that never expires.
1. The 60-day window, explained
The 60 days start on the day your parcel is delivered, not the day you ordered. That matters for squad orders bought well ahead of a LAN: if the box lands three weeks before the event, you still have plenty of time after match day to decide whether a size is right. You need to contact us within those 60 days to start the return.
Gift orders work the same way. If a parent orders a jersey for a teenager’s birthday and it is delivered early, the window still runs 60 days from delivery, and either the buyer or the player can email us to start the return, as long as the order number is included.
2. What you can send back
Everything we sell is covered: Gamer Tag and Number Jerseys in every role pattern, Squad Jerseys with a squad name on the front, Caster Jerseys with the handle on the chest, set-design jerseys, and the extras: arm sleeves, pullover hoodies, long sleeve jerseys, jersey tees and desk mats.
Personalised items are not an exception. If you typed your tag, ticked “I checked my tag” and then noticed the jersey says “xX_Nova_xX” when you wanted “xX_Nova_Xx”, you can still return it within 60 days. We print exactly what is typed, so a typing slip is not a print fault, but it is still inside our any-reason window.
Condition we ask for
For a change-of-mind or wrong-size return, please send the item back unworn beyond trying it on, unwashed, and folded with any tags or inserts it came with. If an item arrived with a problem, send it back as it is; you only had to open it to find the issue.
3. Start a return in four steps
- Email us. Write to support@gamefaced.shop or open a ticket via Submit a Ticket. Include your order number, which item or items you are returning, and whether you want an exchange, a refund or store credit.
- Tell us the reason, briefly. One line is enough: “size too big”, “changed my mind”, “tag misspelled”. If something arrived wrong or damaged, describe it; a photo helps us understand it, and any photo you email us is deleted 30 days after delivery.
- Get your label. We reply within 24 hours on business days with the return instructions and a free return label.
- Pack and send. Fold the item, put a note with your order number inside, attach the label and drop the parcel off. Keep the drop-off receipt or tracking reference until the return is complete.
Please email us before sending anything. A parcel that turns up without an order number or a label from us is much harder to match to the right order, and that slows everything down.
4. Who pays for the return trip
We do. Whether the reason is a size swap, a changed mind or a problem with the item, Game Faced pays the return postage through the free return label we send you. There is no restocking fee and no handling fee taken from what you get back. Outbound shipping was free in the first place, so returning an item costs you nothing but the time to pack it.
5. How an exchange works
An exchange swaps your item for the same product in a different size, a different role pattern or with a different tag. Because every jersey is made after the order, an exchange is a fresh print, and we start it once your return reaches us.
| What you want | What you send us | What we do when the return arrives |
|---|---|---|
| Same jersey, different size | Order number, item, the new size | Print the jersey again in the new size with the same tag and number |
| Same jersey, corrected tag spelling | Order number, item, the exact new tag as it should print | Print the jersey again with the corrected tag |
| Different role pattern | Order number, item, the pattern you want (for example Bastion instead of Breach) | Print the new pattern with your tag and number |
| A different product altogether | Order number, item, the product you want instead | Treat it as a return plus a new order; see the price note below |
An exchange item is then made in our usual 1-3 business days and shipped free, with 7-14 business days of transit, as set out on our Shipping & Delivery page. If you need the replacement for a fixed date, tell us when you email and we will tell you what timeline to expect.
Price differences on an exchange
Larger sizes carry a small surcharge: 2XL and 3XL add $2, 4XL and 5XL add $4. If you exchange a 3XL for an XL, or switch to a lower-priced product, we explain the difference and return it in the way you choose. If the new size or product costs more, we tell you the amount before anything is printed. Nothing is charged without your agreement.
When you write a new tag
For a tag exchange, type the new tag in your email exactly as it should appear, with capitals, underscores, hyphens, periods and spaces where you want them. Tags can be up to 16 characters using letters, numbers, underscore, hyphen, period and single spaces. We print what you write, just as we do from the product page, so it is worth having the player confirm the spelling first.
6. Squad orders and partial returns
A five-stack order does not have to come back as a five-stack. If four jerseys fit and the fifth player’s 2XL should have been a 3XL, return just that one jersey and exchange it for the new size. The other four stay with your squad. You can also return several items from the same order in one parcel; list each one in your email so we can match them up.
For a school esports club order, the advisor who placed the order is the simplest single contact for returns. If individual players or parents email us directly, ask them to include the club’s order number so their return attaches to the right order.
7. If something arrived wrong
If a jersey arrived with a print that does not match what was typed at checkout, the wrong size, the wrong pattern, or damage from the trip, email us with your order number and a short description. A photo helps us see what went wrong. The steps are the same as any other return: we send you a free return label, you send the item back, and once it reaches us we either make the correct item or refund you, whichever you prefer.
When we look at a print question, we compare the jersey against the tag recorded on your order. If the jersey matches what was typed, it was printed as entered; it is still returnable within the 60 days like any other item.
8. When your return reaches us
When the parcel arrives, we match it to your order and email you to confirm it is in. Then the path you chose kicks in:
- Exchange: the replacement goes into production and ships free once made.
- Refund: the refund is sent within 7 days of receiving the return, to your original payment method.
- Store credit: we issue credit for the item, and it never expires.
Full detail on amounts and timing is on the Refund Policy page.
9. Extras, international returns and packing
Arm sleeves and desk mats
Extras follow the same 60-day, any-reason rule as jerseys. Arm sleeves come in One Size, so an exchange for those is usually a swap of role pattern rather than size. Desk mats come in 24 x 14 in and 36 x 16 in; if the mat you picked crowds your keyboard and mouse space, or leaves too much bare desk, you can exchange it for the other size. Roll a desk mat loosely, printed side out, rather than folding it, so it travels back flat.
Returning from Canada, Australia or New Zealand
Customers in all four countries we ship to can return within 60 days. When you email us from outside the United States, mention your country so the return instructions we send match where the parcel is starting from. The label and the steps come from us, and if anything about the return trip from your country is unclear, email us and we will help.
Packing the parcel
A padded mailer or small box is plenty for jerseys and hoodies. Put each item in the same bag or wrap it came in if you still have it, add a slip of paper with your order number and the word “exchange” or “refund”, and seal the parcel well. For a squad return of several jerseys, one parcel is fine as long as your email listed every item inside.
10. Not shipped yet? You may not need a return
If you placed the order less than 24 hours ago, you can usually skip the return entirely. Email us with your order number to cancel or change the tag, size or address before production. The rules are on Cancel or Change an Order.
11. Tips that save a return
- Check the size first. Our Size Guide explains how to compare with a top you already own. Every adult size from S to 5XL is unisex.
- Confirm the tag with the player. “Nova”, “NOVA” and “n0va” are three different prints. We print exactly what is typed and send no proof before printing.
- Use the on-cam check. On the product page, preview the jersey full length, seated waist-up and as a small thumbnail. If a long handle only reads clearly in one view, a Caster Jersey with the handle on the chest may suit a desk setup better.
- Collect squad sizes in writing. A quick message thread with each player’s size and tag avoids the most common exchange we see.
12. Questions about a return or exchange
Email support@gamefaced.shop with your order number and we reply within 24 hours on business days. The FAQs and Help Center cover the most common questions.