Returns and Refunds

 

What is the returns policy?

You can return your goods if they are in new and unused condition with all original packaging and labels, together with your proof or purchase, within 30 days of your receipt of the order.

Remember that we reserve the right not to accept returns for Personalised items. Please see the Personalised Goods and other Exclusions section below.

The return policy will depend on the reason for return:

  • If you are exercising your right to change your mind, you will have to return the items at your own cost. In these cases, you must bear all costs, including any customs or duties charges where applicable, associated with returning the goods to us. Once the returned items have reached the warehouse, it can take up to 14 working days to process the return. After this, you will be refunded for the cost of the return item. If you return a full order within 14 days of your receipt of the order, you will also be refunded for the original standard shipping cost. However, all the original shipping cost will not be refunded if you exceed the 14 days or if you keep at least one item from the original order.
  • If you have received a faulty item, please contact Customer Service for postage labels to return your goods. For selected countries, we are unable to provide you with a return label. In these cases, the Customer Service team will inform you about the returns process to be followed. When returning a faulty item, you will have to include a cover letter indicating the fault and requesting either a refund or a replacement of the faulty item. The placement of the faulty item will be subject to stock availability. Please remember that once the item reaches the warehouse, it can take up to 14 working days to process the return.

We cannot accept responsibility for returned goods if they are lost in transit and it is your responsibility to obtain a proof of Posting Certificate or have adequately insured the goods using a Recorded or Special delivery service for returning your goods to us.

Please, remember that after the return has been processed, the refund can take up to 14 working days to show on your bank statement.

Personalised Goods and other Exclusions

We reserve the right not to refund any items which have been Personalised. This applies to any product that is modified from its original form either by the addition of other products, additional features or design and that has been specifically requested by the customer.

A replica printed shirt is classed as Personalised whether the name is a player or a Personalised name being applied. It is also classified as Personalised if only numbers or badges are applied to the garment or a mixture of these items.

Additionally, we will not be liable for any changes to:

  • Players' names and/or numbers due to transfers, including when a player leaves Real Madrid FC
  • A personalised name or number being incorrectly selected at the time of order
  • A player's decision to change the number or name printed on a matchday shirtt
  • Players' names and/or numbers worn between the pre-season and the season proper. (Please note that numbers worn by players during pre-season are not confirmed squad numbers for the season proper.)

Most jewellery items can be returned, however, we do not accept returns on earrings (unless faulty) for hygiene reasons or if the original packaging has been opened.

Face masks cannot be returned.

How long do I have to return my item?

You have 30 days from receipt of the goods to return your item to us as along as it confirms to our returns policy.

Can I return an item for an exchange ?

Unfortunately, we do not accept exchanges at this time.

What do I do if I receive a faulty item ?

If a product you have purchased from us is not of a satisfactory quality, or you consider it to be faulty, please contact Customer Services by email or phone call and you will be advised how to return it to us. The item needs to be returned with the original packaging and labels, your proof or purchase and a cover letter stating the fault and the request for a refund/replacement. Please note that replacements will be subject to stock availability.

Once your item arrives to the warehouse, we reserve the right to send products away for independent testing on the suspected fault, this can take up to 14 working days.

If the product is deemed by us to be faulty, we will send you a replacement or refund to you the cost of the product and the standard delivery charge. The refund can take up to 14 working days to show on your bank statement, and it will be paid in accordance with the Refunds section of our terms and conditions. Please note that you will not be refunded for the standard delivery charge if you keep at least one of the items from the original order.

What do I do if I have changed my mind and want to return an order?

You can return your goods if they are in new and unused condition with all original packaging and labels, together with your proof of purchase, within 30 days of your receipt of the order/goods.

Remember that we reserve the right not to accept returns for Personalised items. Please see the Personalised Goods and other Exclusions section.

You will have to return the items at your own cost, you must bear all costs, including any customs or duties charges where applicable, associated with returning the goods to us. Once the returned items have reached the warehouse, it can take up to 14 working days to process the return. After this, you will be refunded for the cost of the return item, this refund can take up to 14 working days to show on your bank statement.

If you return a full order within 14 days of your receipt of the order, you will also be refunded for the original standard shipping cost. However, all the original shipping cost will not be refunded if you exceed the 14 days or if you keep at least one item from the original order.

We cannot accept responsibility for returned goods if they are lost in transit and it is your responsibility to obtain a proof of Posting Certificate or have adequately insured the goods using a Recorded or Special delivery service for returning your goods to us.

My order has been cancelled

If your order has been cancelled, refunds can take up to 14 working days to appear on your bank statement. Please wait until this time has passed and if your refund is still not showing in your bank account, please contact Customer Services by email or phone.

Can I cancel or change my order once I have placed it?

Once you have placed your order and received the email confirmation from us, your order cannot be cancelled or modified.