1. GENERAL
How can I contact Customer Services?
The Customer Service Department is available to answer your queries by email only, via support@piratesshop.co.za. Business hours are Monday to Friday, 08:00–17:00.
What is the definition of “working days”?
A working day is Monday to Saturday, excluding Sundays, public holidays, and national days.
2. YOUR ORDER
How can I place an order?
Purchasing products from Orlando Pirates is designed to be simple, fast, and secure. Before placing an order, please ensure that:
– You have ordered the correct size of the product (if applicable)
– You know the expected delivery times of the product
– The desired quantity is correct
– You have read the Terms and Conditions
When ready, click ‘Add to Cart’ on the product page, then ‘Checkout’ to complete your purchase.
New customers
You will be guided through the order form for delivery, name, and payment details, then shown a confirmation page and sent a confirmation email.
Existing customers
You will be asked to log in. If your details are unchanged, you will only need to confirm payment before receiving your order confirmation.
The checkout process is a secure connection. You will have the opportunity to review and confirm your order — including delivery address, payment method, and product details — before it is accepted. Once accepted, the contract of sale becomes binding, and you will receive email confirmation at each stage through to delivery.
How do I know which size to order?
Please check the size chart shown above the “Select size” section on each product page.
How can I track my order?
Tracking information is emailed to you once your order has shipped. If you have any problems, please contact our customer service department by email.
Can I send items to someone as a gift?
Yes — we can deliver to an alternative address. Please note the order details and amount paid are always included in the package.
Can I order by phone?
In compliance with the GDPR and to preserve consumer data privacy and security, we are unable to process orders over the telephone.
My order has not arrived. Can you help?
Personalised items can take 1–3 working days to produce, so orders containing at least one personalised item are delivered within 5 working days of the order date. If your order has not arrived by the date indicated, please contact Customer Service by email and we will resolve the issue as soon as possible.
What is the return policy?
Full policy: piratesshop.co.za/pages/returns-refund-policy. You have 30 days from the purchase date to return unused items in their original packaging via the returns portal (piratesshop.co.za/a/returns).
Personalised articles and other exclusions
We do not refund items that have been customised — i.e. modified from their original form by added features, design, names, or numbers requested by the customer. A replica shirt is classified as personalised if a name, number, or shield has been applied. We are not liable for changes arising from:
– Player transfers, including a player leaving Orlando Pirates Football Club
– A name or number incorrectly selected at the time of ordering
– A player’s decision to change his printed number or name
– Differences between pre-season and confirmed season-proper squad numbers
Accessories are not returnable (unless faulty) for hygiene reasons, or if the original packaging has been opened.
My order has been cancelled
Refunds for cancelled orders may take up to 14 working days to reflect in your bank account. If it has not appeared after this time, please contact Customer Service by email.
Can I cancel or modify my order once it has been placed?
Yes — within 2 hours of receiving your order confirmation email. Please contact Customer Service by email to request this.
3. GIFT CARD
What can I do if I have an issue receiving or redeeming my Gift Card?
Please email us at support@piratesshop.co.za and we will investigate.
Can I redeem my Gift Card for cash?
No — Gift Cards are non-transferable, non-refundable, and cannot be redeemed for cash.
How can I check my Gift Card balance?
Log in and visit the Gift Card tab on your account page to view available cards and remaining balance.
Can I use my Gift Card in-store?
Yes, Gift Cards may be used in-store.
4. QUICK REFERENCE
Deliveries
4–6 business days (allow an extra 3–5 days for personalised items).