RETURNS

Can I make a return?

You have the right to return an order within 14 calendar days, without providing a reason, as long as the items are not personalised. The cancellation period starts on the day you receive the last item (or items) of your order.

Once the purchase has been made, you will not be able to receive a refund or cancel the order until you receive the goods at the address indicated.

How do I make a return?

You can send us the item(s) by the courier of your choice or even by post. The customer shall be responsible for these costs. To make a return, please contact us through the web chat, you can find it by clicking on the button at the bottom right.

Can I take the items to a physical store?

Yes, of course. You can make your return at the Ramón Sánchez-Pizjuán Stadium store. You will be given a returns receipt. To do this, you will need to present the items and a copy of your order. This may also be presented on a phone screen.

How long does it take to receive a refund?

Whether it is sent to our facilities or if the return has been made in the physical store, the refund will be made by the same payment method selected in the online shop (PayPal or credit card) unless the consumer provides otherwise in their withdrawal. This will be made within a period of up to 14 calendar days from the date on which the withdrawal decision was notified.

Why have I been refunded for my order or part of my order and it was not sent to me?

If you have been refunded for all or part of your order, it will be due to one of the following reasons:

- Product is out of stock.

- Defective product in our facilities.

- Failure of the inventory management system.

For any of these reasons your order may be refunded automatically, and you will receive an email with the refund.

In the event that a purchase is flagged by the system as a possible high fraud risk, the purchase will be automatically refunded.

In what form of payment will I be reimbursed?

The refund will be made by the same payment method selected in the online shop (PayPal or Credit Card) unless the consumer provides otherwise in their withdrawal.

In case of using a gift card, the amount will be credited to the gift card first. Membership vouchers will be treated in the same way as gift cards.

Which items are non-returnable?

Personalised items (e.g. screen-printed jerseys, or personalised jerseys with personal or player names), and for hygienic reasons, socks, as well as underwear, may only be returned if they are judged to be defective.

What should I do if I have received a faulty or defective item?

You can contact us through the web chat by clicking on the button at the bottom right of the page.

I want to change to my delivery address.
You can contact us through the web chat by clicking on the button at the bottom right of the page.

What should I do if I have received the wrong size or the wrong item?

You can contact us through the web chat by clicking on the button at the bottom right of the page.

Can I exchange or change the size of an item?

Exchanges are only permitted at the physical store at the Ramón Sánchez-Pizjuán Stadium. If you can't go to the store, you should contact us through the web chat where we will explain the steps to make your return. You can find this by clicking on the button at the bottom right of the page.

What should I do if my order has not arrived?

You can contact us through the web chat by clicking on the button at the bottom right of the page.