FAQs

At Fansdraw, we promote a safe work environment based on respect and firmly prohibit violence, aggression, or harassment. Our team is authorized to document any aggressive behavior, whether in person, over the phone, or via email. 

We maintain a strict ZERO tolerance policy for discrimination. We reserve the right to refuse interactions if our staff feels threatened. 

If you would like to contact us, you can reach out to us HERE

Our Customer Experience team is here to help you on many platforms! 

Submit your request HERE to chat with an agent.

Connect with us on social media via Facebook or Instagram:

Instagram:

https://www.instagram.com/Fansdraw/

Facebook:

https://www.facebook.com/Fansdraw

We love to hear great stories from our Fansdraw Customers!

If you are wanting to share a great experience, please leave a Facebook or Google review so we can share this with the team! 

If there was anyone in particular that helped create this experience please make sure to name drop so they can get recognized. 

If you have not had a great experience, then please email us your feedback HERE, so we can tend to you ASAP & turn this around. 

 Here at Fansdraw, we pride ourselves on our customer service, and if we have not met your expectations then we would love to hear from you and be given the chance to make things right!

We can not guarantee that your order will be canceled after you confirm and place it with us.

Should you wish to cancel an order placed, we must be immediately notified via email or phone before the goods have been shipped. 

Our team will do their best to process your cancellation.

Submit a request by contacting us HERE

We are so sorry to hear that you have experienced an issue with your order!

In order to investigate the issue with your item, we request the following information:

FAULTY ITEM/S:

• Send clear images/videos clearly outlining the fault as well as an image of the whole item.
  (If you are reporting faulty shoes provide images showing the bottom of the shoe)
• Let us know if the product you received came inside a plastic sleeve, 
  (Disregard if the item in question is a hat)

Submit a request by contacting us HERE

INCORRECT ITEM/S:

• Could you please complete the below 3 steps;

• Send through a photo of the incorrect product 

• Send through a photo of the tag attached to the item AND the tag attached to the plastic sleeve/or the barcode sticker on the box (this allows us to see if the item was labeled incorrectly) 

• Please let us know if the product you received came inside a plastic sleeve,

  (Disregard if the item in question is a hat)

Submit a request by contacting us HERE

MISSING ITEM/S: 

Submit a request by contacting us HERE

Our team can still make changes to your shipping address if your parcel has not been despatched.

Please give us a call as soon as possible so we can update your order. 

If you have already sent us an email we encourage you to give us a call so we can get onto it sooner. 

Please have your order number ready for our team, so that we can process your request as efficiently as possible.

Please note: once your parcel has been despatched we can no longer make changes and you will need to contact your local postal service to attempt to redirect the parcel.

We are unable to add or change items in your order once confirmed and placed, your order will have to be canceled and replaced.

Give us a call ASAP and we can attempt to complete this request! 

If your order has already been despatched we will not be able to a store credit/refund until your parcel arrives back to us. 

If you need to return your order please click HERE

We can't make changes to your billing address once your order has been finalized.

This won't have any effect on the shipping and delivery details, as your order will be shipped to the shipping address you have provided. 

Providing incorrect billing information may affect your order being flagged by our security team to verify your identity.

If you have lost your in-store receipt our team will be able to obtain this, given you have all the information we require to locate your receipt within our system: 

• Date of purchase 
• Approximate time of purchase 
• The amount of purchase (we need the exact amount) 
• The store you have visited 
• The items purchased

Submit your request HERE

With in-store purchases, you will need to head back into the store so that they can rectify this for you. 

If you do not have a local Fansdraw store, please submit a request with the following information:

• A copy of your store receipt OR proof of purchase
• Clear images of the fault and any tags attached to the item
• A detailed description of the fault 

From here we can have this investigated and come to a resolution for you ASAP!

Submit your request HERE 

Fansdraw do not hold the items in your cart!

If you have added an item to your cart there is an opportunity for other customers to check out with this product before you do.

We've implemented the 10-minute countdown in case you forget to check out, however, to avoid disappointment, we recommend checking out as soon as possible.

Head to our Returns section for all the details!

Fansdraw would like you to be happy with the purchases that you make.  

As a consumer, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.  

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure is not a major failure.

If you believe you have received a faulty/incorrect item, you must report this to us as soon as possible, so that we can rectify the issue please report your issue HERE

• All returns must be received within 30 days of the purchase date.
• Face mask, underwear and earrings cannot be returned due to hygiene reasons
• Gift cards can not be returned and are not redeemable for cash.
• Please ensure all items are packaged securely and arrive back to us in their original, unworn condition. Including tags, boxes, casing, etc. We reserve the right to deny any item that does not meet these requirements.
• Shoe boxes musn't be taped, written on or damaged as we will not be able to on-sell a damaged shoe box, it must be returned in the same condition that you received it.
• Your original shipping costs are not refundable, as they are paid to the postal service to complete the initial delivery.

Once your return has been processed, you will receive a confirmation email from our team.

Final Sale items can not be returned for a refund unless deemed faulty.

If you claim a free gift/s with your order and return your items for a refund, the free gift/s must also be returned

Submit your return HERE

Your return will be processed as per normal and your Afterpay/Klarna instalments will remain the same, 

The refunded amount depends on the current status of your Afterpay/Klarna payments. 

The total amount of the instalments you have paid will be refunded. Any instalments you have not yet paid will be cancelled. EG. 

• If you have paid 1 x instalment of $50, then $50 will be refunded and the remaining 3 X $50 instalments will be cancelled. 
• If you have not paid any instalments, then no amount will be refunded and all instalments will be cancelled. 

Please note: We can not pause payments. Instalments will need to continue to be paid until your return has arrived back to us and has been processed.    

All online orders made with a third party cannot be returned in-store, you must return this back to us by completing a return through our online portal HERE

When you are lodging an exchange for a different size in the returns portal, there are times when the stock is not available. 

This means that either the item is out of stock or low in stock, which we can not guarantee will still be available by the time we receive and process your return.  

If the item is available online, we suggest you re-purchase the item and we can then go ahead and refund your return.  

Please lodge your return HERE

Yes 🙌 
You are welcome to return more than one order in the same return parcel to save on postage costs! 

Please make sure you lodge each return separately online through our returns portal and follow all the prompts. Just contact us to let us know of your plan and we can waive the return fees on one of your orders.

We also ask that you clearly write your order numbers either on the front of your return parcel or included on a note inside the parcel to ensure our team can identify your return parcel upon delivery!

You are only required to send back the item you would like to return if it was a part of a bundle!

However, we can only offer size exchange for the same item or store credit for the amount you've paid for that item. 

You can submit your order return HERE

Once received, your return will take up to 5 business days to process. 

We recommend using tracked post for all returns to ensure your items arrive safe and sound back to us. 

Once your return/exchange has been processed, you will receive an email confirmation from our team and new tracking details for the delivery. 

We express ship all exchange items to you and you can check the express delivery time frames for your address HERE.

Fansdraw can only refund via the same method of payment on your order.

If you no longer have that card, your bank will release the funds to the account that the card is associated with so please check your online banking.

If you can't see the funds in your new account after 5 business days, please contact your bank and request the release of these funds from your closed account to your new account. 

All return items must be shipped within a protective shipping bag or box. You can either use the postage bag/box that your order came in, or you can purchase one at your local post office. 

Unfortunately, once your order is placed we cannot change the method of payment.

If you do need to make a change of payment we can cancel and refund your order so you can replace your order correctly. 

You can contact us HERE to see if we can intercept this.

Of course, we do!  

Through BitPay, we accept the following: 

• Bitcoin (BTC) 
• Bitcoin Cash (BCH) 
• Ethereum (ETH) 
• Wrapped Bitcoin (WBTC) 
• Dogecoin (DOGE) 
• X5 USD-Pegged stablecoins (GUSD, USDC, PAX, DAI and BUSD)

*Stay tuned... we have more coming!

If you use more than one email, please check all inboxes. Often, people add their alternative email to the Afterpay account.

If you still haven't received an order confirmation from Fansdraw, please email us HERE and send a screenshot of your Afterpay order details and the following details:

• Address - Phone number 
• Full name the order was placed under
• The Afterpay number (Located at the top next to 'Online'

Feel free to place an order using any of the following payment methods. Please note that only one payment method can be used per order. If you have a Fansdraw gift voucher or card, you can apply it and pay the remaining balance with one of the following options:

• Afterpay
• Klarna
• American Express
• Apple Pay
• Diners Club
• Discover
• Meta Pay
• G Pay / Google Pay
• MasterCard
• PayPal
• Shop Pay
• Venmo
• Visa

We love to show appreciation to our customers by offering exclusive Not-For-Sale (NFS) merchandise as a reward for shopping with us. 

The NFS collection at Fansdraw has become iconic, gaining popularity and value over time.

NFS Promotions are available only while stocks last. Although we'd love to offer freebies all the time, these exclusive products are reserved for special occasions. 

To be eligible, simply spend the required amount in a single transaction. Remember, NFS promotions are on a first-come, first-served basis, so be sure to double-check your cart before checking out to see if you can claim your unique gifts!

If you don't see any gifts at the bottom of your cart, it's likely that we are temporarily sold out. Keep an eye on future promotions and don't miss out on the next opportunity to snag some exclusive Fansdraw NFS merchandise.

Promotions frequently come and go! 

If you have placed an order prior to a sale going live, Fansdraw is not obligated to honour any price difference as this was not the price at the time of purchase.  

You are more than welcome to cancel your current order and re-order with the current sale price if your original order has not yet reached a packing station.

Please contact us HERE to see if your order can be cancelled in time. 

Occasionally we have special offers, make sure you are signed up to our VIP list and follow our social media accounts!

For any promotions, you will have the option to claim your free gifts at checkout.

Fansdraw does not offer price matching with other brands or companies. We only match prices from our own website or from instore.

Fansdraw may require further verification of your order to ensure that order/s are authorized by the cardholder and not placed by a suspicious individual.

We have situations where individuals steal someone's card and the order comes through to be security checked. If this person cannot prove that they authorized the payment, we cancel the fraudulent order!

Verification may be required for a multitude of reasons and at the discretion of Fansdraw, we are happy to explain further via email.

All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway provider database where the information is kept confidential. 

Fansdraw is a Google Trusted Store.

Need to check your remaining Gift Card Balance?

We can certainly help you with this, please reach out to us HERE with your full gift card code or a clear image of the gift card and we'll let you know the balance!

All gift cards worth over $200 may be subject to a security check that will take up to 48 hours to complete before the issue of your gift card, 

If you have not been contacted within 24 hours of your gift card purchase please check your junk/spam folders as your gift card may be waiting for you there. 

Alternatively, if you have any further questions regarding gift cards - please contact us HERE and we'll investigate for you! 

Gift cards are treated like cash because they represent a stored monetary value. They are essentially a form of prepaid currency that can be used to make purchases. 

When a gift card is lost or stolen, it is challenging to replace because, unlike other forms of payment, it doesn't have a direct link to a specific individual. This lack of personal identification means that if a gift card is lost or stolen, there's often no way to verify ownership, making it difficult to issue a replacement.

Please contact us HERE with your name and receipt/order number and our team can see if anything can be done.

You can not purchase a Gift Voucher using Afterpay or any third-party installment plans. We only allow a full payment. 

*With all Gift Voucher purchases we strongly recommend that you checkout using Paypal to avoid the security check process.

Unfortunately, you cannot do this.

We only accept full payments through a verified Visa, Mastercard or Paypal.

Yes! You can add up to five gift card codes at check-out.

Gift Cards are applied at the > Information screen of the checkout, 

To redeem your online voucher apply the code to the "Discount Code/Gift Card" field to apply the amount to your order - Any residual order value will need to be paid via Credit, Debit, or PayPal. 

Here are the main reasons your voucher may not be working:  

You have entered the code incorrectly: 

Sometimes digits and letters get mixed up. (EG 'I' and '1', 'O' and '0') 

TIP: If you have been sent a digital voucher, it is best to copy and paste the code directly 

You are using the incorrect site for the country your voucher came from: 

ALL vouchers that were purchased on our AU Website can ONLY be used on our AU Website (even if you are in another country). 

If you have used a partial amount of the gift card in-store, then the remaining amount can only be used in-store, however, we can convert this manually, please reach out to us via email.  

If you are still having issues, please contact us HERE with an image of your gift card so we can assist 😊

If you are simply purchasing a gift card please be aware that it will not be eligible for NFS(Not for Sale) items.

Please note that when you purchase a gift card, it does not qualify for NFS (Not for Sale) items. NFS items are complimentary gifts offered with a purchase, and buying a gift card only converts your payment into store credit, without an actual product purchase.

However, once you use your gift card, you can redeem eligible NFS items or promotions, provided your order meets the minimum spending requirement.

Our goal is to dispatch all orders by 2 pm every business day (Mon-Fri), excluding public holidays. However, a few factors might delay the shipment before 2 pm,

If your order includes one of the following issues, there may be a hold-up in processing:

• You have provided an invalid address when placing your order,
• Your order has been held by our security system to be screened,
• An item in your order has unfortunately oversold,

We'll keep you posted if there are any delays due to peak sales periods, so keep an eye on your emails,

Click the link to our shipping page HERE

Yes, we do offer delivery to PO boxes. During the checkout process, simply click on 'Collection Point' to choose the most convenient location for your delivery. Please note that this option may not be applicable for same-day delivery orders. If you have any further questions or if there's anything else we can assist you with, feel free to reach out. 

All orders are shipped from our Australian warehouse located in South East Queensland. 

All U.S orders will be shipped from our Los Angeles warehouse and/or Australian warehouse, pending warehouse stock availability at the time of purchase. 

Attempted delivery means the courier was unable to fulfill the delivery to your address. 

To reschedule your delivery or to confirm if your parcel has been taken to a post office, please contact the courier directly. 

If you don’t schedule redelivery within 48 hours, or pick up your parcel from a post office within a few days, your order will be marked as “unclaimed” and be sent back to our warehouse.  

If you are unable to reschedule or collect your parcel, please reach out to us.

Please note: "return to sender" parcels can take a couple of weeks to arrive back at our facility.

Customers outside of Australia may be liable to pay for customs and import duties. This is not within our control and we cannot pre-pay these taxes. 

We advise contacting your local customs office to find out if/how much these taxes may be before making your online purchase. 

Customs policies vary widely from country to country, therefore we suggest that you check the requirements in your country before placing an order. 

We will not be liable for any custom or import duties, and cannot pre-pay these taxes.  

For our New Zealand customers, the following applies:

• Orders under $1,000 Include New Zealand GST of 15% (This is including Shipping)
• Orders over $1,000 may be subject to duties upon arrival at customs.

At Fansdraw, we are committed to promoting sustainability. As a stockist for numerous brands, each brand has its own unique sustainability practices, which may include reducing the use of single-use plastics. 

To contribute to eco-friendly practices, you may find that some of your items do not come in plastic sleeves. We appreciate your understanding and support in our collective efforts towards a more sustainable future.

Fansdraw is celebrated for its legendary Sharp Shooter Challenge, where participants put their skills to the test in a demanding competition to successfully make 10 consecutive shots. The reward? An opportunity to claim exclusive merchandise and eternal bragging rights!

We reward our customers for shopping with us, with limited edition Not-For-Sale (NFS) merchandise. 

NFS at Fansdraw has become iconic, growing in both popularity and value over time. 

To be eligible, you must spend a required value in one transaction. NFS promotions are while stocks last so double-check your cart before checking out to see if you can claim your gifts! 

If you don't see any gifts at the bottom of your cart, there's a high chance we are completely sold out at the time. 

Whenever your favorite celeb is in town, they head to the closest Fansdraw Store. CLICK HERE to see who has dropped by!

We have lots of celebs and sporting stars drop into our stores for in-store appearances 

All information for an in-store appearance will be added to our social media pages when the details are confirmed, so keep an eye out for any upcoming events.

No, we do not franchise our stores out. 

At Fansdraw, our passion lies in embracing the timeless charm of classic vintage tees. We take pride in paying homage to both nostalgic and modern influences, seamlessly blending the aesthetics of anime, cartoons, movies, sports teams, and more. 

Our vintage collection captures the essence of retro styles infused with a contemporary twist.

VINTAGE GARMENTS

When it comes to vintage garments, we use acid-bleaching to give both the graphics and the garment that worn-in vintage vibe.

BLACK-WASHED GARMENTS

Black-washed garments undergo the same unique acid-bleaching process, however, the graphics remain intact and the garment is distressed.

Our Australian exclusive 9FORTYS K-FRAME'S is the bro of our 9FORTY A-FRAME'S! They are designed with a super deep fit allowing comfort for our customers with a bigger-sized crown. 

Shop our all-new exclusive collection HERE.

This guide should be used for a general guide only. 

Our products can vary in sizing slightly depending on the brand.  

Official brand size charts can be found below: 

New Era

Mitchell and Ness

47 Brand

Kangol

 

Mitchell & Ness offers two different types of NBA jerseys, authentic and swingman. Side-by-side, both styles look nearly identical. However, each type of jersey has been made for different purposes.

AUTHENTIC JERSEYS

The cream of the crop,  authentic jerseys are exact, one-to-one recreations of the jersey that was worn on the court. Everything from the stitching to the material of the jersey is precisely the same.

Authentic: Authentic jerseys are made exactly how the on-court jerseys were. So if the player name was screen printed, then it will be screen printed. If the player number was stitched on using a three-layer twill, it would be the same. 

SWINGMAN JERSEYS

Designed for fans first, swingman jerseys blend quality fabrics and durable stitching to survive the test of time. While the jersey utilizes the same design as the authentic versions, there have been changes made to increase their day-to-day comfort. 

Swingman: Regardless of how the original jersey was stitched, printed twill is used for player names and numbers on Swingman jerseys it is visually similar to authentic stitching techniques, but printed twill typically offers better durability for everyday wear.

You can view the full article from Mitchell & Ness HERE

Here is the size guide we recommend you to use when ordering our Adult Jerseys: 

SIZE (On Tag)	SIZE (Numeric)	CHEST (INCH's)	LENGTH (INCH's)
S	40	35 - 37.5	28
M	44	37.5 - 41	33
L	48	41 - 44	34
XL	52	44 - 48.5	35
2XL	56	48.5 - 53.5	36

Each brand will vary slightly in size!

This guide should be used for a general guide only. Our products can vary in sizing depending on the brand. 
 **Infant Jersey sizing comes in 12 months, 18 months and 24-months sizing** 

CK SUGGESTED AGE	FANSDRAW SIZE (On-site)	NIKE SIZE  (On tag)	CHEST (CM's)	WAIST (CM's)
0-3 M	000
3-6 M	00
6-12 M	0
1 YEARS	1	12M	47	46
2 YEARS	2	2T/24M	63.5
3 YEARS	3	3T	66.04
4 YEARS	4	4/4T	68.58
5 YEARS	5	5/6	78.74
6 YEARS	6
7 YEARS	7	7	81.28
8 YEARS	8	8 (S)	83.82
9 YEARS	9
10-11 YEARS	10	10/12 (M)	91.44
12-13 YEARS	12
14-15 YEARS	14	14/16 (L)	100.33
16-17 YEARS	16	18/20 (XL)	107.95

   

We do not have a set warranty for our products, however, if your product happens to become faulty please contact our team as soon as possible and we will deal with your faulty item as quickly as possible!

Please note we take into consideration the below before proceeding with an outcome. 

1. How long have you owned the goods?
2. Are the quality of the goods acceptable?
3. Has the product been misused? 

To contact our team regarding an issue with your item, we request the following information:

• Clear images of the item/s and the tags attached
• Clear images of the plastic sleeve and/or box barcodes
• Please provide a description of the fault  

From there, one of our agents will be able to investigate and resolve this for you ASAP! 🙏

If you have an open investigation with one of our agents please allow up to 3 business days for an outcome,