Your Cart is Empty
Customize cricket bats, jerseys, footballs, and more for schools, clubs, and teams. Place your bulk order today!
Customize cricket bats, jerseys, footballs, and more for schools, clubs, and teams. Place your bulk order today!
At Lusufalia, providing a seamless, reliable, and customer-focused service is at the core of our business. We are committed to delivering high-quality cricket and football products while ensuring transparency, consistency, and satisfaction for every client. This document outlines our customer service approach, sample order policies, payment terms, privacy, warranties, shipment methods, and other important guidelines to help you understand how we work.
Lusufalia offers the option to request sample orders for all custom products, including jerseys, cricket bats, footballs, and other team gear. Sample orders are designed to allow customers to assess product quality, design accuracy, sizing, and colour before committing to a full order.
1.1 Sample Charges
All sample orders are charged in advance. This includes the cost of the sample itself, as well as shipping and handling fees. While Lusufalia does not offer free samples, we provide a special discount equivalent to the value of the sample. This discount can be applied to your first full order, helping you offset the cost and experience the product before placing a larger commitment.
1.2 Sample Production Time
The typical production time for samples is 10 working days, excluding delivery time. This allows our team to carefully produce the sample according to your specifications while maintaining the highest standards of quality. The cost of the sample is calculated based on the same design, materials, and customization requested for the full order.
1.3 Sample Approval Process
Customers are encouraged to review the sample thoroughly before approving the full production. Any issues or adjustments should be communicated to Lusufalia promptly to ensure the final order meets expectations. Approval of the sample confirms acceptance of the design, sizing, and other specifications.
2.1 Pricing and Shipping
All prices quoted by Lusufalia are from the United Kingdom. Pricing includes the product cost and may include additional shipping, freight, and handling charges. Shipping fees are calculated based on the volume of the order, delivery location, and method selected. Our goal is to provide a smooth and efficient delivery process, minimizing delays and ensuring your products reach you on time.
2.2 Order Accuracy
Customers are responsible for providing accurate information when placing an order, including:
Product type and specifications
Quantity and sizing
Artwork or design details
Delivery address and contact information
Providing precise information helps Lusufalia deliver high-quality products on schedule and prevents potential delays or errors.
2.3 Bulk Orders and Deadlines
For larger orders, it is essential to communicate any required delivery dates at the time of order placement. Deadlines may be at risk if sizing, quantities, artwork, or payment information is provided late. Lusufalia prioritizes timely production and shipment but cannot be responsible for delays caused by incomplete or inaccurate customer information.
3.1 Advance Payment Requirement
All payments are required in advance to confirm and process your order. Payment constitutes agreement to proceed with production, including sample approval and customization. Lusufalia accepts multiple payment methods, including major credit/debit cards, PayPal, and bank transfers. Payment details will be provided at the time of order confirmation.
3.2 Payment Confirmation
Production will not commence until Lusufalia receives confirmation of payment. Delayed or incomplete payments may affect production schedules and delivery timelines. Customers are encouraged to confirm payment promptly to ensure that deadlines are met.
3.3 Payment Security
Lusufalia employs secure payment processing methods to protect all financial transactions. Customer payment information is encrypted and handled with strict confidentiality.
At Lusufalia, we value your privacy and the protection of your proprietary designs. Our commitment to client confidentiality ensures that your artwork, master samples, and unique designs remain secure and are used exclusively for your order.
4.1 Use of Client Materials
Customers may provide master samples, drawings, or digital files. Lusufalia will produce goods strictly according to the supplied design and specifications. We do not share client materials with third parties without explicit written permission.
4.2 Exclusive Agreements for Special Clients
For clients with exclusive designs or high-value custom orders, Lusufalia enters into a written agreement to protect intellectual property. This ensures that your unique products remain exclusively available to you and are not replicated or distributed elsewhere.
4.3 Data Privacy Compliance
All customer information, including contact details, order history, and payment information, is handled in accordance with our Privacy Policy. Lusufalia complies with applicable UK data protection laws and takes all reasonable measures to safeguard personal information.
5.1 Scope of Warranty
Lusufalia provides a limited warranty covering manufacturing defects only. This includes defects in materials, workmanship, or printing errors that impact the usability of the product.
5.2 Warranty Remedies
If a product is found to be defective within the warranty period, Lusufalia will repair or replace the item, subject to terms and conditions. Customers should notify us immediately if a defect is identified. Lusufalia reserves the right to inspect defective items before issuing a replacement or repair.
5.3 Exclusions
The warranty does not cover:
Normal wear and tear
Damage caused by misuse, negligence, or improper handling
Alterations or modifications made by the customer
Lusufalia uses reliable shipping methods to ensure timely delivery. Estimated transit times do not include weekends or public holidays. Customers are advised that delivery schedules may vary depending on courier availability, weather conditions, and location.
6.1 Standard Domestic Shipping
For orders within the UK, Lusufalia uses domestic courier services. Estimated delivery time from dispatch is typically 1–3 business days.
6.2 International Shipping
International shipments may involve additional customs handling, taxes, or fees. Lusufalia is not responsible for delays, damages, or additional costs incurred during international shipping. Customers are encouraged to review applicable import/export regulations before placing an order.
6.3 Shipping Accuracy
Customers must ensure the shipping address provided is accurate and complete. Lusufalia is not liable for delays or losses resulting from incorrect address details.
To ensure a smooth customer experience, clients are expected to:
Provide accurate contact and delivery information
Approve samples and artwork promptly
Make full payment before production
Communicate required delivery dates and special instructions
Timely communication and cooperation help Lusufalia maintain production schedules, minimize errors, and deliver high-quality products.
8.1 Reporting Issues
Any complaints regarding products, shipment, or service must be submitted promptly to Lusufalia. Customers are encouraged to report:
Damaged or defective items
Incorrect orders
Missing or delayed shipments
8.2 Complaint Resolution
Lusufalia will investigate all complaints thoroughly. Photographic evidence or the return of items may be requested to resolve the issue. We aim to provide timely solutions, including replacement, repair, or refund, depending on the nature of the complaint.
9.1 Customised Products
Customised products are non-returnable except in cases of manufacturing defects, printing errors, or significant quality issues. Personal preference or sizing errors do not qualify for returns.
9.2 Return Procedure
Customers seeking returns or replacements for defective products must contact Lusufalia immediately. Our team will provide instructions for returning the item safely. Returned items will be assessed before any corrective action is taken.
10.1 Cancellation Before Production
Customers may cancel an order before production begins. A cancellation fee may apply to cover work already completed.
10.2 Cancellation After Purchase Order
Orders cancelled after a Purchase Order (PO) number has been issued will incur a 50% cancellation fee. Written notice must be provided via email to info@lusufalia.com. Refunds will be issued after deducting applicable cancellation fees.
Lusufalia strives to provide clear and consistent communication throughout the order process. Customers will receive updates regarding:
Payment confirmation
Sample approval
Production progress
Shipment tracking
For any inquiries, customers can contact us via email at info@lusufalia.com or call our customer service line.
Lusufalia is not liable for delays or failures caused by circumstances beyond our control, including:
Natural disasters
Transport or courier disruptions
Power outages or technical failures
Strikes, labor disputes, or government restrictions
In such cases, Lusufalia will communicate with customers and make reasonable efforts to fulfill orders as soon as possible.
These Customer Service Policies and related transactions are governed by the laws of the United Kingdom. Any disputes arising from orders, sample requests, payments, or deliveries will be subject to the jurisdiction of UK courts.
At Lusufalia, our goal is to provide the highest standard of service to every client. By maintaining transparent policies, clear communication, and strict quality control, we ensure that our customers can confidently order, receive, and enjoy premium cricket and football products.
We aim to make every interaction smooth, reliable, and professional, whether you are placing a sample order, reviewing a proof, or receiving your final shipment.
For questions regarding customer service, sample orders, payments, deliveries, or complaints, contact Lusufalia:
Email: info@lusufalia.com
Our team is committed to providing prompt, helpful, and professional support for all customer inquiries.