Returns / FAQs

How are your products made?
Our soccer shirts are made in China and our scarves and beanies are made in the EU. Some of our other products are manufactured and fulfilled by an-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed, sewn, and shipped from the facility that can do it most efficiently!

What’s your return policy?
Generally, we don’t offer returns and exchanges because of the nature of our made-to-order production model, but if there’s something wrong with your order, please let us know by contacting us at [email protected] and we will see what we can do to help.

Due to some of our products being made to order cut and sew garments, a return will not be possible unless the garment is defective or damaged. If you’re unsure which size would fit best, check out our sizing charts—we have one for most items listed on our store, in the product image section.

Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at [email protected] within 7 days of receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund once the mislabelled garment is returned. Return shipping is at the expense of the purchaser.

Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [email protected] with photos of wrong/damaged items and we’ll we’ll do our best to sort that out for you.

When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

● USA: 3-7 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days

[Covid-19] When will I get my order
Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. It's difficult to predict the shipping times. Please see below for conservative estimates.

Where will my order ship from?
For many of our products, we work with an on-demand order fulfillment company with facilities worldwide! For soccer shirts and scarves, they will come direct from the BASTION offices in the USA (which explains the increased shipping rates - sorry. Blame USPS).

Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. The purchaser / recipient is responsible for all customs fees.

How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [email protected] 

My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbors in case the courier left the package with them.

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [email protected] with your order number and we will contact the fulfilment center and try and locate it. Should that not be possible, we can arrange a re-order or a refund.

Failure to deliver: Wrong Address
If the carrier isn’t able to deliver the items because of the wrong address, it’ll be returned to the default return address. When that happens, we’ll receive an email from our fulfillment agents to let us know. We’ll then hold on the order for 28 days at no cost and send you an email alerting you of the issue to determin the next steps in getting you your order.

Failure to deliver: Unclaimed Package
Shipments that go unclaimed are returned to one of our fulfilment centers by default. When they receive a returned shipment, an automated email notification will be sent to BASTION and we will contact you Unclaimed returns get donated to charity after 4 weeks, and no refunds will be offered in such cases.

I received a wrong/damaged product.
We’re so sorry if the product you ordered arrived is wrong/damaged. To help us resolve this for you quickly, please email us at [email protected] within 7 days with photos of the product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible! 

I have buyer’s remorse
Unfortunately, our return policy doesn’t cover buyer’s remorse once production is initiated. We only offer refunds for damaged or mislabeled products, so we won’t be able to issue you a refund for the order. Thank you for understanding.

Opened Goods
Sealed garments which were unsealed after delivery, aren't suitable for return due to health protection or hygiene reasons, therefore we reserve the right to refuse returns at our sole discretion.

Notification for EU consumers:
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;

2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore Bastion™ reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.