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FAQs


ORDERS & PAYMENT

Where is my order?

After you place your order, you will receive an order confirmation email from us. Your custom uniform will be made and shipped in 5 - 10 business days. As soon as it is shipped, you will receive an order status update with a tracking number that will allow you to track your order to your door. You can also log in to your account to see the status of your order at any time.

What does ‘your order is confirmed’ mean?

'Your order is confirmed' - We’ve received your order and our team is processing it, or manufacturing it. It will stay on ‘confirmed’ until we’ve manufactured and shipped the item.

'Your order has been shipped' - Your order has been shipped and you can use the tracking number to find out where it is.

I need to change/cancel items or details on my order

We can only change order details or items in your order if we have not started processing your order. Please get in touch with our team immediately if you need to change anything in your order. You can reach us at support@firstever.com

If I place my order now, when will I receive it?

All custom uniforms are made to order and shipped within 5 - 10 business days. As soon as it is shipped, you will receive an order status update with a tracking number that will allow you to track your order to your door. You can also log in to your account to see the status of your order at any time. Once your order is shipped, the following shipping estimates apply.

Standard Post
Metro - up to 2-6 business days
Country - up to 14 business days
Express Post
Usually overnight, but can be 2 business days to non-metro locations or during peak periods.
Please note that Express Post will not expedite the manufacturing process.

Is there somewhere I can go to view the product before purchasing?

We operate online only and do not have physical showrooms or stores to view the range before you purchase it. Check out our instagram or website gallery for examples of other teams custom designs through our platform.

New Zealand Customs charges, GST and other taxes

We collect NZ GST and do not apply or prepay any customs charges including GST/VAT (other than NZ), Duty, or other taxes when you purchase from us from overseas. You will need to check with your local customs to determine your customs threshold and if you are liable for any further payment at the border. These charges are required to be paid by you directly to your Customs Service or its authorised service provider. Separate orders placed within a 24 hour period may also be subject to these charges. A delay in accepting these charges may delay the delivery of your order. We are not responsible for and will not reimburse any of these charges.

What payment options do you offer?

We offer the most common secure payment methods like VISA, MASTERCARD, AMERICAN EXPRESS, and PayPal.

DELIVERY & SHIPPING

How long will it take for my order to arrive?

All custom uniforms are made to order and shipped within 5 - 10 business days. As soon as it is shipped, you will receive an order status update with a tracking number that will allow you to track your order to your door. You can also log in to your account to see the status of your order at any time. Once your order is shipped, the following shipping estimates apply.

Standard Post
Metro - up to 2-6 business days
Country - up to 14 business days
Express Post
Usually overnight, but can be 2 business days to non-metro locations or during peak periods.
Please note that Express Post will not expedite the manufacturing process.

How do I track my order?

You can track your order using the tracking code link provided in your Tracking Email. Alternatively, you can enter your tracking code manually on the Australia Post website below. https://auspost.com.au/mypost/track/

Only some of my order arrived. Where is the rest?

Your custom uniform can take up to 10 business days to ship after you place your order. If you placed a particularly large order, it may ship in two or more separate satchels or boxes. These are usually shipped using the same tracking number but can arrive at separate times. You can check where each article is using the Australia Post website and entering your tracking number. https://auspost.com.au/mypost/track/

Do you deliver internationally?

We definitely do. You will receive a live shipping quote at the check out stage for both International Standard (5 - 20 business days) and International Express (3 - 10 business days).

Can I change my delivery address?

We can only change your delivery address if we have not started processing your order. Please get in touch with our team immediately if you need to change your delivery address. You can reach us at support@firstever.com If your order has already been shipped, you can contact Australia Post and request a redirect to have your parcel delivered to a new address.

My tracking says delivered but I never received it.

All of our parcels are shipped with signature required. Please get in touch with us at support@firstever.com and we can check who signed for your parcel. If you requested Australia Post to leave it in a safe place but the item is not there. You will need to get in touch with Australia Post directly to open an investigation. https://auspost.com.au/help-and-support

My tracking hasn’t updated in a few days.

Our parcels go directly from our warehouse to the relevant state sorting facility, so you may not see a scan for several business days while they are in transit to your state facility. This is especially apparent for parcels shipping to WA or NT where scans may not appear for up to 6 business days. Australia Post also advises that during peak times, parcels may arrive up to 3 business days later than expected. Please get in touch with us at support@firstever.com if you suspect your parcel may be lost we can open an enquiry with Australia Post on your behalf. This inquiry can take up to 10 business days to provide a resolution. Contacting Australia Post directly may also provide you with more up to date information sooner. https://auspost.com.au/help-and-support

DESIGN & MANUFACTURING

What is sublimation?

Dye Sublimation is a process whereby ink is applied to fabric using heat and pressure, so the dye adheres to the fabric at a molecular level. This means your uniform will not fade, so you can have a comfortable, light, moisture wicking garment that will last for years. Sublimation is superior to heat transfer methods you might be familiar with that peel off after heavy use.

Can I order mixed genders in the same order?

Yes, you can. You’ll need to add each gender to your car separately as they are different products cut especially for Men, Women, and Youth.

How do I wash my garment?

All of our product pages have information regarding the care of a particular garment. You can also refer to the instructions on the care label on each garment. Where are your garments made?

All of our sublimated items like jerseys and shooting shirts are proudly made in Australia in our factory on the Gold Coast.

What fabric are your garments made out of?

All of our product pages have information regarding the fabric composition of a particular garment. You can also refer to the fabric composition section on the care label on each garment.

SIZING

How do I know what size to order?

You can view our full size guide here to help you select the correct size when placing your order.

How do I measure myself?

The two main body measurements you can use are Chest (for tops) and Waist (for bottoms).

CHEST

Measure around the fullest part of the chest, ensuring that you keep the tape level over the shoulder blades and close up under the arms.

WAIST

Measure around your waist at the height were you would wear your pants or shorts.

Can I order mixed sizes in the same order?

You definitely can. You can select different sizes for each of your players when you are customising your kit.

What size range do you offer?

We want to make sure everyone who wants to play, can play. Our Mens and Womens sizing ranges from XS - 5XL and the Youth sizes range from Y6 - Y16.

You can view size charts for each size when designing your uniforms.

RETURNS & EXCHANGES

Do you accept returns or refunds?

As all of our custom uniforms and apparel are made to order just for you, we do not accept any returns or exchanges.

What do I do if I'm not happy with my item?

If you believe there may be a fault with your item, please get in touch with our team at support@firstever.com with a description and some images of the fault and we will help resolve it for you promptly.

I received something different than what I ordered.

Please get in touch with our team at support@firstever.com with further details. To assist our team, you may wish to send through images of the product and the product swing tag/barcode label.

ACCOUNT INFO

How do I update my details on my account?

You can log in to your account using the icon at the top right of the screen, or in the menu on mobile. You can then update any stored address details as you wish.

Please note this will only update for future orders and will not retro-actively update any orders you’ve already placed.

How do I change my password?

Simply go to our log in page and click ‘forgot password’. Wait for the email and follow the prompts. Or click here - https://custom.firstever.com/account/login

I can’t log in. Can you help?

Please try resetting your password and logging in again. If this fails, please get in touch with our team at support@firstever.com with detailed information about the particular error you are receiving.

Will my information be sold to third parties?

We take privacy very seriously and will not sell your information to third parties. You can read more about our privacy policy here - https://custom.firstever.com/pages/privacy

How do I unsubscribe from your newsletter?

Please click the unsubscribe link at the bottom of the email you received from us. Please note that you cannot unsubscribe from transactional emails like Order Confirmations and Tracking Updates.