Now with FREE Next Day Delivery (UK Mainland) - Discounted Shipping Worldwide

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FAQ's

You haven't got the size/colour I want!
Everything we have available is listed in our store. If you cannot find it, then unfortunately, this will mean we don't have it, sorry! The good news is we get new styles & product ranges all the time.

I made a mistake on my order - Help!
No problem! If your order hasn’t been dispatched, we can amend the details for you if you contact us via email. If your order has already been dispatched then we won’t be able to make any changes. However, you can return the unused item to us for a refund when you receive them.

If the address you have given us is incorrect and the item has already been shipped, we are unable to replace or resend the item until it is returned to us via the ‘Return to Sender’ procedure of the postal service used.

How will I know when my order has been processed?
When your order has been processed we’ll send you an email to let you know. Some email accounts will ‘Junk’ any emails that are sent from addresses that are not recognised, so make sure you add info@footballshoponline.com to your address book so that we can get in touch with you about your order!

What is your returns policy?
We offer 30 days unconditional approval on any item purchased from our site. You can claim a full refund or exchange on any items returned to us in original packaging/tags within this time frame. Please refer to our ‘Delivery & Returns’ tab for full details of our returns policy.

My item is faulty - what do I do?
On rare occasions an item that is well packaged may turn out to be faulty. If this is the case then please contact us immediately. It often helps if you attach a photograph, which you can do via email. We will then advise the next course of action.

Do you offer a next day Guaranteed service?
YES within UK only. Please see the Delivery & Returns section for full information, and select the UK Next Day (£7.95) option on checkout.

Do you offer combined shipping?
UK orders are delivered free of charge but should be combined using the ‘Add to basket’ facility.

Overseas customers shipping costs are calculated at checkout, depending on the value of the order being placed.

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Delivery

Turnaround Time
Please allow 1 working day to process your order. Please note that Saturdays, Sundays and UK Bank Holidays do not count as working days.

Standard Delivery
Your order will normally take 1-3 working days on average to arrive at a UK address, although delivery times may vary, especially during peak periods. Please note couriers state that in rare instances this can take up to 15 working days and until this time frame is complete we cannot deem an item to be lost.

Express Delivery
If you need your item for a specific date, (by the weekend, Birthday, Christmas etc) we strongly advise for assurance that you choose our Special Delivery Next Day Guaranteed service (UK only, cut-off time 2pm for same-day dispatch). Please note, we process weekend (and Friday after 2pm) orders on a Monday, so orders placed using this service at these times will be delivered to you on a Tuesday.

Missing Items
If you have missed a delivery your postman or courier should leave you a delivery collect card. You can ring the depot / sorting office or arrange a re-delivery online in most cases. If you have not received your item within the stated time frame please ring the depot in case a card was not left. We will do all we can to help if your order goes missing. Please note, however, once we have released the items for delivery we cannot influence the speed of the delivery services chosen. If your order is urgent you are advised to upgrade to a guaranteed service.

International Shipping
FootballShopOnline ships from a UK address via Royal Mail Airmail.  

International Delivery Times: Shipments to European addresses take on average 5-8 working days. Shipments to the rest of the world including the USA take on average 7-14 working days. Please note Royal Mail state that in rare instances international shipping can take up to 25 working days and until this time frame is complete we cannot deem an item to be lost. Delays are occasionally caused at customs or by external factors such as weather conditions.

Customs and Excise: The shipping cost that you pay does not include any taxes or duties collected when importing the goods into your country. You are advised to check your country’s guidelines.


Returns

Eligibility  
We aim to provide a 5 Star service and 100% customer satisfaction. If you are not fully satisfied with any purchase from FootballShopOnline you may return any unused goods within 30 days of receipt for a full refund or exchange. Goods must be in original packaging and include all labels & tags. They should be sent to:

FootballShopOnline Returns Department
Global House
80 Atlantic Street
Altrincham
Cheshire
WA14 5DH
United Kingdom


Cost of Return
Return shipping costs to the value of a 2nd Class Recorded service (UK only) can only be refunded where we have sent the wrong goods in error or the item is faulty. Overseas customers should contact us before incurring return shipping costs. In the case of an exchange, we are happy to send goods out free of additional charge, but we would expect the goods to be returned to us at the buyer’s expense. 

Procedure
Please use the original packing slip included with your order so we can correctly assign the return. Alternatively include your full name, address & order number. Exchange requirements must be made in writing on the packing slip in the space provided.

Exceptions
Please note that, unless faulty, we are unable to accept returns of underwear under any circumstances for hygiene reasons. Please take steps to ensure the correct size is ordered.