FAQ

Ordering and delivery

  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • How do I cancel my order?
  • What countries do you ship to?
  • How much is shipping?
  • When will my order arrive?
  • Can I track my order?

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.yourstorename.com/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@yourstorename.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@yourstorename.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

What countries do you ship to?

We ship to most regions worldwide. Please check this detailed breakdown (add link) before ordering to make sure we can deliver to your geographical location.

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost table (add link) to check the postage fees for different destination countries. If your order value is more than $75, we provide free shipping within the U.S.

When will my order arrive?

Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of the U.S. may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns

  • Can I return or exchange an item?
  • My order has arrived but it’s not as I expected. What can I do?
  • How do I return an item?
  • Are returns free?
  • What do I do if I lose my return note?
  • How long does it take to return an item?
  • Where is my refund?

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via  help@yourstorename.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

How do I return an item?

Please contact our customer service team via help@yourstorename.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

Are returns free?

No, for returns, we charge a fixed fee of €4.95. This amount will be automatically deducted from your refund.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Payment

  • What payment methods do you accept?
  • Does Passy accept Klarna?

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Does Passy accept Klarna?

Klarna is a payments service we offer in our online stores. It allows you to order from our online stores different sizes and items, and only pay for what you love.

Product

  • How do I find the right size?
  • Football Shoe Care & Sustainability
  • Why are Passy’s soles stitched?

How do I find the right size?

When it comes to performance, the right size definitely matters. We're here to help you find the right shoes in the perfect size so you can perform at your best.

Not sure about your size? Our size charts guide you in finding the best fit for all our shoes. Check out our size charts for men, women and unisex items. You'll also find a link to the appropriate size chart on each of our product pages.

Passy Size Chart

And remember: if the fit isn't quite right, you can easily return your item.

Shop Passy

 

Football Shoe Care & Sustainability

At Passy, we believe the only thing worse than missing an open goal is not taking proper care of your football boots. That’s why we’ve put together some handy tips to keep your boots in top condition and make your performance sustainable.

Read the Care Label

Before cleaning or maintaining your new boots, always check the care label. It might seem obvious, but following the instructions can help you avoid unnecessary damage and extend the life of your boots.

Clean Your Boots After Every Match

Football boots get dirty – it’s part of the game. Sweat, grass, mud, and dirt build up after every match. Wipe your boots down with a damp cloth and remove dirt from the sole using a soft brush. This prevents grime from damaging the materials and keeps your boots fresh.

Never Use a Washing Machine

Washing machines and football boots don’t mix. The heat and motion can damage the materials and shorten the lifespan of your boots. Always clean your boots by hand for the best results.

Let Your Boots Air Dry

Always allow your boots to dry at room temperature. Avoid direct heat sources such as radiators or hair dryers, as these can dry out and deform the materials. Stuff your boots with newspaper to absorb moisture and help them maintain their shape.

Avoid Harsh Cleaners

Steer clear of harsh cleaners or bleach, as these can damage the colors and weaken the materials. Instead, use a soft cloth, lukewarm water, and mild soap for cleaning.

Protect Your Boots from Extreme Conditions

Football boots are designed for performance, not to endure extreme weather conditions. Use a boot bag or cover to shield your boots from rain, snow, or excessive sunlight during transportation.

By taking proper care of your football boots, you’ll extend their lifespan and maintain their performance. Plus, you’ll contribute to a more sustainable world by reducing the need to buy new boots frequently. At Passy, we believe small steps can make a big difference—on and off the field.

Play with style. Play with passion. Care for Passy.

Why are Passy’s soles stitched?

Passy’s football boot soles are stitched to improve the durability and quality of our shoes. Unlike many other football boots, where the soles are only glued and prone to coming loose due to intensive use or warm conditions, we opt for a more robust construction. By stitching the soles, they are more securely attached to the shoe, significantly extending their lifespan. This means you can enjoy optimal performance on the field for longer without worrying about damaged boots. Additionally, this approach contributes to a more sustainable football world and is wallet-friendly, as you’ll need to replace your boots less frequently.