FAQ

        

  • Placing an order

    Ordering Online

    Once you have browsed the products available online and added any required items to your cart, you can then alter and remove products from cart before starting the Checkout Process.

    After you have checked that the contents of the cart are correct please click “Checkout” to start the checkout process. You will then be prompted to either create a new account if you are a new customer and haven’t created an account on our site before, or sign in to your account with the email address you registered with along with your chosen password. If you have forgotten your password you can use the “Forgot Password” link to retrieve your password.

    Once you have signed in or created an account you will be directed to the Single Page Checkout where you will be guided through each requirement for completing your order. Once all of the addresses and options have been completed click “Confirm Order” and you will be taken to WorldPay who are our payment partners where you can securely enter your payments details, after you have completed entering your payment details, and if successful, you will be directed back to a confirmation page and you should receive an email order confirmation for your records and your order should appear in your “My Account” section.

    Ordering via Telephone

    If you have seen any products online that you wish to purchase but would rather complete the transaction over the telephone you can call us during our opening hours (non match days) and we will take all of the required details over the phone to complete the transaction. Before you call our store can you please make sure you have all the details of the items you require (Descriptions, Size, Colour) and any information if the items require personalisation, also please make sure you have your payment details to hand. Due to security and to reduce the risk of fraudulent transactions all card payments taken over the telephone must pass CV2 and additional security checks from the bank, also we can ONLY deliver to the Card Holder Billing address. If you wish to have your order delivered to an alternative address you must order online.

    Pre Order Items

    On some items you may notice the usual “Add to Cart” button instead displays “Pre Order”, this means the item you are viewing is currently on pre order. You can still add this item to your order and by doing so you will secure the item which will be despatched as soon as it becomes available.

    Please see Delivery and Shipping – Pre Order Items for delivery details regarding items on pre order.

  • Stock Availability

    Whilst we make every effort to ensure all items on the online store show the correct stock availability, occasionally some items will be temporarily out of stock, or items in high demand could sell out before the website stock level is updated.

    If we do receive an order and item(s) are in fact no longer in stock a member of staff will contact you as soon as possible to see if an alternative item can be offered or to inform you there may be a short wait until the stock is replenished. If no suitable items are available or acceptable you will be refunded for the out of stock item(s) to your original payment card.

  • Delivery and Shipping

    Delivery to the UK

    All orders to be delivered within the United Kingdom are sent via Royal Mail Recorded with this service a signature is required upon receiving your parcel. Delivery rates are a standard £5.00 for any order to be delivered within the United Kingdom.

    Please allow 2 working days for your order to be picked and despatched you should then receive your order within 3 working days from date of despatch. Once your order has been despatched from the store you will receive a despatch email confirming this, within this email it will contain a link to the Royal Mail Track and Trace service where this will show the status of your parcel. If you have not received your order within 10 working days from despatch and Royal Mail Track and Trace is unable to provide a helpful status of the parcel please get in contact.

    Delivery outside of the UK

    All orders to be delivered outside of the United Kingdom are sent via Royal Mail Signed For with this service a signature is required upon receiving your parcel. Delivery rates start at £10.00 (Europe) and £12.00 (ROW) for parcels up to 250g, costs will increase base on weight and the total delivery charge can be seen and calculated in the cart and checkout process.

    Please allow 2 working days for your order to be picked and despatched you should then receive your order within 10 working days for Europe orders and 15 working days for ROW orders from date of despatch. Once your order has been despatched from the store you will receive a despatch email confirming this, within this email it will contain a link to the Royal Mail Track and Trace service where this will show the status of your parcel. If you have not received your order within the outlined time scales above and Royal Mail Track and Trace is unable to provide a helpful status of the parcel please get in contact.

    Pre Order Items

    If your order contains items that are currently on Pre Order and items that are available your order will be held until the whole order can be despatched. If you wish to receive the items that are available as soon as the order is placed please place two orders to split the Pre Order Items and available items.

    Personalised Items (non shirt printing)

    If you purchase an item that requires personalisation (excluding Jersey / Apparel items) please make sure that you have entered all the required information. Once the order has been placed the item(s) and the corresponding personalised information will be sent on to our supplier, these item(s) will be despatched direct for the supplier to the delivery address you entered during checkout, therefore you may receive multiple parcels and you may receive parts of your order at different times, please allow the specified time outlined in the Delivery and Shipping section before contacting us if you haven’t received your complete order. Please note we cannot ship these personalised items outside of the United Kingdom.

  • Payments

    We currently accept the following card types:

    Visa Credit

    Visa Debit

    MasterCard Credit

    MasterCard Debit

    Visa Electron

    Maestro

    We do not accept American Express online or in our stores.

    After you have confirmed your purchase we make an immediate connection to our Payment Gateway and to our Bank to verify the card and amount so that authorisation is given before we complete the order.

    If your payment card has Verified by Visa (Visa) or Secure Code (MasterCard) setup you will then be directed to enter your password, this is added security and helps to stop fraudulent/ unauthorised payments being made on your card. Once the order is complete you will receive an email acknowledgement containing your details, order details and order number. Please use this number for any future correspondence with us.

  • Refunds and Returns

    You may return an item for a refund within 28 days of receipt in a new and unused condition and in its original packaging.

    Any items which have shirt printing or any other form of personalisation included in the product cannot be returned for a refund unless the item is faulty or delivered broken. If the item is deemed to be faulty you must contact us within 7 days of delivery to inform us of the fault and depending on the product, you will be instructed what to do next. A refund cannot be given if a player leaves the club or their squad number changes for any personalisation products you may have bought.

    Refund for socks cannot be given unless they are returned in an unused and unopened packing.

    We have the right to refuse to offer a refund if we feel that the product has been mistreated or used outside of its main purpose.

    Returning an Item

    To return an item via post please ensure all items to be returned are securely packaged and the right postage charge is paid. If the items are returned in a different condition than described we have the right to deny a refund, if the incorrect postage is paid and a charge is applied for us to receive the parcel this amount will be deducted from the refund amount.

    Before returning your item(s) please log in to our account via the website and navigate to your order list and select the order which contains the item(s) to be retuned and select “Return Items”. This will display a form containing the items on your order, please complete this form by filling in all the required details.  Once completed this will send an email to the store so they know they are expecting the items to be returned.

    Please allow up to 5 working days for us to receive the returned items and inspect them, if we accept the returned items a refund will be processed directly to the payment card the original order was placed with.

    If you wish you can return any items direct to the store during opening hours, if possible please try to avoid match days. Please be aware that although you have handed the items over in store we still have to process the order via our online portal to the original payment card and no refund can be given any other way in store. Unless the items are exchanged, in this case if the difference between the original returned item(s) and the exchanged item(s) means you are still entitled to a refund this amount will be processed online.

    Christmas Refunds

    Any orders received between 1st November and the 10th December of any given calendar year have until the 10th January of the following calendar year to return any items, normal returns and refunds conditions apply. Any orders after the 10th December will then fall in to the normal 28 days returns policy and conditions.

  • Gift Vouchers and Promotions

    Gift Vouchers can only be redeemed in person in the club shop and cannot be redeemed online. All Gift Vouchers have a 6 month expiry from date of issue.