FAQ & Support
FREQUENTLY ASKED QUESTIONS
1. PRODUCTS
What is the Mystery Concept?
A Mystery Football Box is a surprise package containing an official football shirt from a club, country, or another football fan item. You won’t know in advance which shirt or item you will receive, but at FC Mystery you can specify which football clubs or colors you wish to exclude.
Are the football shirts authentic?
Absolutely! All shirts we purchase are authentic and come with labels. FC Mystery sources all shirts directly from the official brands, manufacturers, and football clubs.
In which sizes can I order football shirts?
At FC Mystery, you can order mystery shirts in the following sizes:
- XS (extra small)
- S (small)
- M (medium)
- L (large)
- XL (extra large)
- XXL (extra extra large)
Which shirts can I exclude when I place my order?
- You can specify the color(s) you do not wish to have on your shirt. You can indicate this during your order.
- You may also specify which clubs you do not want to see included in your box.
2. DELIVERY
How long will it take for my order to arrive?
This may take 2 to 4 days. FC Mystery hands your order over to PostNL, who ensures you receive it as quickly as possible.
How can i pay?
- At FC Mystery, you can pay using all digital methods. These are all listed during checkout. Simply select the method and/or bank you wish to use.
- We do not accept deferred payments (pay later) or cash payments.
What shipping options are available?
- One Mystery Football Box or two Mystery Scarf Boxes will be shipped as a standard letterbox package.
- Two or more Mystery Football Boxes and three or more Mystery Scarf Boxes will be shipped as a standard parcel.
I haven't received an order confirmation. What should I do?
- Please check the spam and/or junk folder in your email. Unfortunately, it often happens that your order confirmation ends up there.
- If it’s not there, please check your FC Mystery account to confirm you provided the correct email address. If the email address is incorrect, please send us a message immediately at info@fcmystery.com or call us at (phone number), and we will resolve this quickly!
- As a precaution, please verify your payment through your bank. It is possible that an error occurred and the payment was not transferred, meaning we have not received an order.
I want to cancel my order. Is this still possible?
- You can cancel your order if it has not yet been shipped. Please send us a message quickly via info@fcmystery.com or call us at (phone number) so that we can process the cancellation. You will receive your refund as soon as possible.
- If your order has already been shipped and you wish to return it? Go to our returns portal (insert link here), read the instructions carefully, and return the package to the FC Mystery address.
I ordered the wrong size, can I still change this?
- In this case, please contact us as soon as possible via info@fcmystery.com. If the order has not yet been shipped, we can adjust this without any problems.
- Has your order already been shipped and you wish to return it? Go to our returns portal (insert link here), read the instructions carefully, and return the item to the FC Mystery address. You will quickly receive a new one from us in the correct size.
I accidentally provided the wrong address. What should I do?
- In this case, please contact us as soon as possible via info@fcmystery.com. If the order has not yet been shipped, we can quickly update the address.
- Has your order already been shipped to the wrong address? You will need to try and retrieve the package yourself. In this situation, it is helpful for us to be informed. You can contact us via info@fcmystery.com or call us at (phone number coming soon).
3. RETURNING
I have received my order, but I want to return it. How do I do this?
You may return your order to FC Mystery.
Please read our Returnspolicy For this
To which address should I return my shipment?
- You must return the order you wish to send back to the following address: Kernreactorstraat 24A, 3903 LG Veenendaal.
- Please note that shipping costs are your responsibility, unless there is an issue with your product or delivery. In that case, we will naturally cover these costs.
4. FC Mystery LOYALTYPROGRAM
What is the FC Mystery Loyalty Program?
With the FC Mystery Loyalty Program, you earn Mystery Points with every order. You can use these points to save up for a bigger reward OR use them immediately on your next order.
How do I earn Mystery Points?
To earn Mystery Points, you must first have placed an order with FC Mystery. After your purchase, your account is registered with us and you automatically participate in the loyalty program. From that moment on, you automatically receive points with every Mystery Box purchase and can start saving.
Besides earning points by buying Mystery Boxes, you can also obtain points in other ways:
Follow FC Mystery on Instagram
Sign up for the FC Mystery newsletter
Write a review on Trustpilot
Share an unboxing video/Reel on social media where FC Mystery is tagged
Please note: To receive points in these ways, you must first be able to demonstrate this to us. You can send us a screenshot or video as proof via the Contact page. We check these daily, and upon approval and verification, points will be assigned to your FC Mystery account as quickly as possible!
What rewards can I get?
You have two options:
Apply during a new order – Use your points directly as a discount when you place your next order with FC Mystery.
Save for a bigger reward – Keep your points and exchange them for an exclusive gift once you have accumulated enough.
How do I stay informed about my points?
You can always find your current point balance and available rewards in your customer account. This will also be visible to you during an order, when you are given the option to redeem your points.
Do my points expire?
Mystery Points remain valid for 12 months following your last purchase. So, be sure to use them in time or save them up for that bigger reward!