Customer Service

How do I contact your customer services?

The best way to contact us is to email at Please note we are unable to take orders over the phone.

Once you have placed an order online, if you have any queries please contact us at on 01142 423535. It will help us if you can quote your order number whenever you contact us.

When will there be someone available to answer my query?

Our office is staffed Monday-Friday 10am-3pm.

What is refunds and returns policy?

You can get a full refund or exchange an item for any reason for an alternative product within 15 days of the original purchase, please note this excludes custom orders. Please email with your order number, your name and address, details of the product, reason for return and if you require a refund or an exchange. We will then contact you with details of how to proceed. Items must be returned to us as new with original packaging, tags and in a saleable condition*. Shipping charges for the return of the goods will be paid for by you and we suggest you use a service that requires proof or delivery (e.g a signature) as we cannot be responsible for returns that go missing in transit and not received by us.

For refunds please allow 5 - 10 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase.

*Saleable condition - when trying on items of clothing, please ensure that you are not wearing perfume/aftershave or a deodorant which may leave a scent or marks on the item. Please also ensure that the environment is free of smoke and any strong odours such as food cooking etc. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. We also regret that we are unable to offer exchanges or refunds on items of replica kit which have been personalized (by printing a name, number or arm badges) except where garments are faulty. Please satisfy yourself before ordering that you have selected a suitable size item by referring to our Size Guide on the product pages, or by contacting us for advice.

Due to technical processes used, it is imperative that each individual garments' washing instructions are followed exactly as stated on the care label. We will not accept returns that have been soiled, torn or damaged due to incorrect washing.

We regret we can only exchange sale items in the 15 day period. We do not offer refunds on sale items unless the product is faulty. This does not affect your Statutory Rights

What do I do if I receive a faulty or damaged item?

In the unlikely event that the item is sub-standard or we have sent you the wrong product please email your order number, your name and address, details of the product, reason for return and if you require a refund or a replacement. We will then send you instructions.

For refunds please allow 5 - 10 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address. will pay the reasonable and pre-agreed shipping charges for the return of faulty or incorrect goods. These charges will be refunded to the card the order was initially placed with.

What payment methods does accept?

Steelers Ice Arena Limited can only supply goods that are ordered through the website. All payments including all shipping, handling and packing fees must be made by either credit or debit card through PayPal. cannot accept any other form of payment such as cheques, postal orders or cash.

Are there other ways to order besides ordering online?

Unfortunately orders can only be placed online, however if you have any queries please contact us at

Do you have a size guide?

All our sizes and dimensions can be viewed at this link... Size Guide

Is it safe to use my credit / debit card online at

To help ensure that your shopping experience is safe, simple and secure, Steelers Ice Arena Ltd uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.

SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

Can Season Ticket holders or Members get discount?

At present we regret we cannot offer discounts against online purchase.

Does deliver to Post Office boxes?

At present we regret we cannot deliver to PO Boxes.

How will I know you received my order? will send you a confirmation email acknowledging receipt of your order.

How quickly will my order arrive?

All UK orders for items held in stock are normally dispatched at latest the next working day. The time taken for delivery will depend on the delivery option you choose when you place your order. Our delivery options include standard (3-5 days) Royal Mail Registered, Interlink (next day) and shipping to Europe and the Rest of the World.

Unfortunately we are unable to offer a guaranteed Saturday delivery. In some circumstances Royal Mail our our couriers will deliver on Saturdays, but this remains at the control of these companies.

My order has not arrived what should I do?

If you haven't received your order within the timeframe for your chosen delivery option listed above, please email with your order number and contact details and we'll get back to you as soon as we can.

Very occasionally, packages do get lost in transit. If this happens and the error can be traced to us we will replace your order at no charge to you. However, if your package has been delivered and signed for at the specified delivery address, cannot be held responsible and will not replace the items.

Is my package insured?

Not as standard but this can be arranged as an optional extra and at an additional cost to you. Please contact us at before placing your order.

Will there be any additional Duties / Taxes payable on my order?

For customers outside the European Union, the VAT will be deducted accordingly at the checkout. Customers outside the European Union who are liable for any import duty, customs and local taxes will be required to pay them in full. Steelers Ice Arenal Ltd will always mark orders for overseas true to the content and price of what is in the package, and we will not falsify or provide misleading information in order for the customer to avoid paying any import duty, customs and/or local taxes.

Is my personal information kept private?

All the information you provide to including your email address, delivery address and credit card details are strictly private and confidential. acknowledges that it is bound by the Data Protection Act 1998 and that it will not disclose your details to any third party without your express written consent. As a matter of good practice, we do not share any personal information with anyone and we do not sell it to others.

Do you waive VAT for VAT exempt countries?

Unfortunately at the moment we are unable to offer this.