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Help Center - Eels Offical Online Store

Choose the closest return reason in the <a href="https://returns.parraeels.com.au/" target="_blank" rel="noopener noreferrer">portal</a> and add notes if available. If your issue needs help, contact our support team with your order number.

Choose the closest return reason in the portal and add notes if available. If your issue needs help, contact our support team with your order number.

What if my item is damaged/incorrect?

Returns, Refunds & Exchanges

How do I track my order?

Do you ship internationally?

How much does shipping cost?

How long does delivery take?

Do you offer free shipping?

How long will my delivery take?

Can I change my delivery address?

When will orders be dispatched?

What happens if my package is lost or arrives in a damaged state?

Shipping & Delivery

My order was marked delivered but it’s not here!

Order Issues

Can I edit or add anything to my order?

I am missing an item from my order, what should I do?

The item I want is sold out. Will you restock?

Can I purchase a Eels Official Store gift card?

Can I save a gift card to my Apple Wallet?

Withdraw from Contract (EU Orders)

Orders Management

What are the advantages of becoming a rewards member?

Signing Up

How do I redeem my points?

How do points convert to dollars?

What are the easy ways to earn points?

Will I be able to use my points/rewards in-store?

Earning and Redeeming

Is there a limit to how many points I can earn?

Program Limitations

When will my points expire?

Reward Expiration

Member Tiers

Tier Expiration

Why didn’t I earn points on my purchase?

I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?

I received an error message when referring friends through the email referral box. What went wrong?

Thank you so much for sharing us with your friends!  We really appreciate it.    Referred friends must be first-time customers in order for both of you to receive the referral rewards.  In addition, the referral must be initiated through our rewards

Troubleshooting

I signed up for the Birthday Bonus but I didn’t receive it.

Birthday Reward

How do I redeem my rewards at checkout?

Checkout

Parra Points

How do I apply promo/discount codes?

What methods of payments do you accept?

Can I use multiple promo codes on one order?

What is Paysquad?

How does Paysquad work?

Do contributors need a Paysquad account?

Who is the squad leader?

Can I change the people in my squad?

Can I use Paysquad for more than one product?

What happens after I chip in?

Can I see who chipped in?

Is Paysquad secure?

When does the order complete?

When do I get charged?

What if the squad doesn't complete in time?

Can the leader cancel?

PaySquad

What is Afterpay?

How does Afterpay work?

More information about Afterpay?

AfterPay

What is Zip?

How does Zip work?

More information about Zip?

What is Shop Pay?

How does Shop Pay work?

More information about Shop Pay?

Shop Pay

What is Google Pay?

How does Google Pay work?

Google Pay

What is Apple Pay?

How does Apple Pay work?

Apple Pay

Payments & Discounts

How do I start a return or exchange?

What items are eligible for return/exchange?

What are my return options?

What’s the return window?

Do you charge return shipping or fees?

How do I get my return label / instructions?

When will I get my refund?

When will my exchange ship?

Can I exchange for a different item (not just a different size/colour)?

What if my exchange item is out of stock?

Can I return multiple items from the same order?

What items are eligible?

EU Right of Withdrawal

I'm having trouble logging in

How do I update my account name?

Account & Subscriptions

What does using Ticketmaster mean for me as an Eels Member?

Do I still use my Member ID to buy additional tickets?

Can I forward my ticket to someone else if I can’t attend a game?

Can I purchase accessible tickets online?

How do I access my 10% discount?

Where can I get help if I’m having trouble with my tickets?

What is the child and junior age range for tickets?

What is the family ticket policy?

How do qualify for concession tickets?

Ticketmaster Tickets

I'm an Eels member. How do I get my discount?

How do I redeem my membership voucher?

Can I save up my voucher code for next season?

My membership voucher code is not working, what should I do?

Is my membership login the same for the shop?

Is there a shopfront for the Eels Official Store?

How can an Eels membership be bought as a gift?

How do I join for 2027?

How will I know if I have successfully purchased my membership?

I want to purchase 2027 reserved seat membership. How do I choose my seats and when will they be allocated?

What other benefits do Members receive outside of game access?

What constitutes a family membership?

What constitutes a concession membership?

Do you accept companion cards?

What constitutes a junior membership?

I stopped being a member but want to rejoin?

Can Members sign up their friends or family?

Can I pay my membership monthly?

Can I pay for my Membership in advance if I am on a part-payment?

What is the membership rollover?

I have been overcharged.

My payment was unsuccessful. How can I fix this?

I want to keep my membership but my financial situation has changed, what can I do?

How do I opt out for the next season?

My membership tenure is incorrect, how can I change it?

I tried to contact the club and had no answer, can you please get in touch?

I want to attend the away game event in my area, how do I attend?

Where can I find the Parramatta Eels Membership Terms & Conditions and the Member Code of Conduct?

How can Members update their details?

I'm not receiving any emails from membership.

How can I provide feedback about a product?

How do I unsubscribe from your newsletter?

Can I return/alter my 2026 Membership Choice Selection after delivery?

Have a question that is not answered here?

How do I redeem my tickets if I am a Flexi or Interstate Member?

I'm having troubles logging into my membership account?

Can I attend away games with my membership

Update your payment details for your monthly membership payments

Membership Benefits

I'm a 2026 member. Can I save up my voucher code for next season?

I have multiple memberships, can I change the memberships to different names?

How do I redeem my tickets?

I hold a General Admission Membership – do I need to prebook my seating?

How can I buy extra tickets near my reserved seats?

I have not received a link to buy tickets for this weekends game?

How do I print tickets at home?

It says my tickets are unavailable for this weeks game?

Is there a discount for away games?

How do we get tickets for away games?

When do tickets for NRL go on sale?

Can I get tickets sent to my mobile?

Membership Tickets

Can I have items signed at training?

Can I write to the players and coaches?

I want something signed for my birthday, how can I do that?

I have a special request.

Special Requests

I've just purchased an Eels Digital Membership. When will I receive my Kayo One voucher code?

How do I redeem my Kayo One voucher?

I'm having trouble using Kayo and need help

Eels Digital Membership / Kayo One voucher

How can I make my pack choice?

When can Members expect to receive their Membership pack and Member card?

Is there a cost associated with Member pack delivery?

Do you ship overseas for members?

Do you facilitate returns?

What if my Pack is Returned to the Sender (RTS)

Member Pack Delivery

How many games do Members have access to in 2027?

What happens if a Member misplaces their Member card?

I cannot make the game, can someone else use my membership to attend instead?

How do I use my Full-Season Reserved Seat Membership?

How do I use my Full-Season General Admission Membership?

I hold a General Admission Flexi Membership - how do I use my Membership?

I hold a Reserved Seat Flexi Membership Package that includes 2 - 6 games access – how do I use my Membership?

How do Interstate Members receive their tickets to their Interstate game of choice?

How do BGA Premium Members receive their tickets to their 2027 home game of choice?

What if my item is damaged/incorrect?Updated an hour ago