Customer Service

CONTACT

The UC Capitals Official Merchandise Site is operated by Canberra Sports & Entertainment. If you have any questions about your order or would like to get in touch about any other topics, please send an email to: dan@cbrse.com.au.

 

ORDER TIMELINES

Please allow up to 5 days for your order to be processed for shipping. During certain times of year in and in an effort to provide a wide range of options for you to choose from, we often make your apparel to order. Thanks in advance for your understanding.

 

QUALITY PROMISE

We are allergic to cheap, low-quality merchandise. In order to ensure you love your new gear for years to come, we source high-quality fabrics and produce high-quality prints. This helps maintain the shape and colours of your apparel as it wears.

 

SUSTAINABILITY

All pieces are screen-printed by hand & in-house. We use high quality water-based inks that are certified eco friendly and Soil Association-approvedWe are 100% solvent free and aspire to have a very low impact on the environment.

Our quality garments are both lightweight, breathable and soft to the touch, they are durable and won’t lose shape. Real screen prints fade and won’t “crumble” over time. We also use re-usable and compostable shipping bags for each online order.

 

SHIPPING INFO

When you complete an online order on the Caps Official Merch Site, you will receive a confirmation email with your invoice details. Please keep this as your proof of purchase, should you want to return or exchange your items.

We use Sendle as our preferred shipping service. You will receive a second email with tracking information once your package is shipped. This shipping cost is calculated automatically based on the items you choose and your destination post code, or is free for all orders over $100. Your items will receive between 2-5 business days from your date of shipping.

In some situations, we carry low or no physical stock of some items and sizes. We do this so we can ensure we can efficiently offer a wide variety of great Caps gear. This may mean we make your items to order so please allow up to 5 business days before your items are ready to ship.

 

RETURNS & EXCHANGES 

We have a genuine commitment to Caps members & fans and we will always endeavour to deliver exceptional customer service and experiences within our physical and online stores. 

We understand that repairs, exchanges and refunds may be required. If you are not satisfied with your purchase or you simply change your mind, you may return it within 14 days from the date of shipment / purchase for a full refund or exchange, provided the following is met:

  • Original proof of purchase is supplied.
  • Goods are in unworn/unused original condition with all original tags still attached.
  • Goods are returned within 14 days of shipment if online or purchase if in person. 

You can choose between a refund or exchange where goods are faulty or different from the description listed.

When choosing to return an item, please note the following;

  • Products that are returned as faulty will be assessed by us before any exchange can be actioned.
  • We cannot be held accountable for returned goods that are lost in transit. We suggest that these are packed appropriately and sent via trackable post.
  • We reserve the right to refuse a refund in accordance with this policy.

Please also note that no refunds will be given for any personalised item. Clearance items are not exchangeable, and all sales on these items are final.

Returning your goods for a refund or exchange can be done via the following;

  • In person at a Caps Home Game
  • Via post. Please ensure a note about the return or exchange is included in the package or sent via email. Please send returns or exchanges to: Canberra Sports & Entertainment, Parcel Locker 10190 99887, 53-73 Alinga Street, CANBERRA ACT 2601

If choosing to send your goods back for an exchange or refund, please note that this is at the cost of the original customer where items are a change of mind. Exchanges or refunds due to a faulty product will be assessed by one of our Team Members prior to return postage being refunded.

 

PRIVACY POLICY

We collect personal information from clients only to assist in providing our range of products. The type of personal information we collect about you may include your name, address, telephone number, email address, company and/or business information.

We will never save your payment or credit card details. The technology that powers our online payments portal and our on-site EFTPOS terminals terminals do not display full credit card details, only the last digits of the payment card, which is important for use in identifying transactions.