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FAQ's

What size will I be?
To determine the most suitable size, please refer to the size guide on each product.

Do you offer free shipping?
Yes! Orders over $125 will receive free shipping*.
*Excludes memorabilia

Can I return an online order instore?
Definitely! Head instore with your item and confirmation email to begin your return process.

How do I return an item from my order?
We accept returns and exchanges instore or online provided they meet our Returns Policy. Instructions on how to return can be found here.

Do you offer free returns?
We currently don’t offer free returns for change of mind purchases. If you need to return an item via post, this will be at your own expense.

I’m returning an item, can stock be held for an exchange?
We’re unable to guarantee stock will be available to fulfill your return request.

If we’re out of stock for the requested item, we will process a refund to your original payment method.

My return shows it was delivered, when will it be processed?
We aim to have all returns processed within 5-7 business days or receiving them. If your return has been delivered, it’s safe and will be processed as soon as possible.

I’ve received a refund I wasn’t expecting – what is this for?
From time to time, errors can occur where stock is no longer available and we’re unable to fulfill your order. If this occurs, we will provide a full refund and contact you to advise.

I’ve received a faulty item – what can I do?
We are sorry to hear your item isn’t perfect! Please contact us on 03 9389 6288 or thecarltonshop@carltonfc.com.au and we’ll be able to assist.

My order just arrived but it’s missing an item –
Often items can be sent in separate parcels as they are coming from different locations.

If you order contains a memorabilia piece, this will be dispatch separately to the other items in your order. Please refer to the product page for estimated delivery times.

Track your delivery here and it will identify if order has 2 parcels on the way.

Alternatively, please contact us on 03 9389 6288 or thecarltonshop@carltonfc.com.au and we’ll look into it further.

I’ve entered in the incorrect address on my order – what can I do?
As soon as you identify the error, please contact us on 03 9389 6288 and we will do our best to have this changed prior to dispatch.

Do you ship internationally?
We do! For international delivery timeframes and costs, click here.

What payment options do you offer?
We accept VISA, MasterCard, PayPal, GPay, Apple Pay and ZipPay*.

  • We’re unable to offer layby on your order.

*ZipPay orders require a minimum spend of $100.

When will my order be shipped?
We aim to have all orders shipped within 3 business days.

If your order hasn’t been shipped within this timeframe, please refer to the product page for individual fulfilment times as memorabilia products and pre-order items will affect this timeframe.

How can I track my order?
Once your order has been shipped, you will receive your tracking number via email.

To track your parcel, please use your tracking number via the Australia Post website here.

I’ve made a mistake - can I edit my order?
Unfortunately, we’re unable to make any changes to an order once it has been placed.

If there are any urgent changes, please contact our shop team on 03 9389 6288 and we will endeavour to make these adjustments. However, please note these changes are unable to be guaranteed.

How can I add another item to my order?
Unfortunately, we’re unable to make any changes to an order once it has been placed.

An item I’ve purchased is on pre order – what does this mean?
A pre-order means the items are arriving shortly. By purchasing an item on pre-order, it secures your purchase and once stock becomes available, your order will be shipped.

For pre-order items, please refer to the product page or your order invoice for fulfillment timeframes.

How do I login into my shop account?
Click here and enter in your details.

I can’t get into my account – how can I reset my password?
If you require your shop password to be reset, please use the following link and an email will be sent with instructions.

Click here to reset your password.

How do I redeem my Member Choice?
To access the member exclusive range, you will need to sign in to your shop account using the email linked to your membership. Once signed in, you can view the range here.

I’m a 2022 member but I’m not receiving my members discount?
To access your members discount*, your shop account must use the email linked to your membership account.

*Members discount excludes sale items, promotions, member exclusive product, memorabilia and shipping.

I didn’t receive my full promotion discount – can I get a refund?
If you’re a 2022 member, promotional discounts won’t be applied on top of your members discount. The promotion discount will be applied to RRP.

If you believe there has been an error, please contact us on 03 9389 6288 or thecarltonshop@carltonfc.com.au and we’ll be able to assist.

I have a member voucher, but it isn’t applying to my order?
To apply your member voucher, please enter your unique code into the ‘Gift/Member Voucher’ section of checkout.

If you are experiencing issues, please contact us on 03 9389 6288 or thecarltonshop@carltonfc.com.au with your voucher code and our team will be able to assist.

I can’t remember if I’ve used my member voucher – can I check the balance?
Click here to check the remaining balance of your member voucher.

Can I use multiple member vouchers in the one order?
Yes! To use multiple vouchers in one transaction, enter each unique code into the ‘Gift/Member Voucher’ section, click apply and then repeat this process.

How will I receive my gift voucher?
The Carlton Shop offers online gift vouchers which will be delivered via email to the recipient.

How long do gift vouchers take to arrive?
After completing your purchase, please allow approximately 30 minutes for the voucher to be email to the nominated recipient email.

I’ve ordered a gift voucher, but I haven’t received it?
Gift vouchers are emailed directly to the nominated recipient email. Please allow 30 minutes from the time purchase for this email to arrive and be sure to check your junk.

If your recipient hasn’t received this, please contact us with your order number and recipient email on 03 9389 6288 or thecarltonshop@carltonfc.com.au

Can my gift voucher be used instore or on Game Day?
Yes! Please bring your voucher code with you and we will accept online gift vouchers instore at The Carlton Shop or on game day at Marvel Stadium matches.

Your advertised promotion isn’t applying to my order – what can I do?
Some promotions may require a Promo Code at checkout. Before placing your order, please ensure you’re entering any required codes into the promo code section of checkout to ensure you receive your discount.