Returns and Refunds
UK ORDER DISRUPTION
If you have an outstanding order our customer service team will be in touch shortly to provide an update. Please keep an eye on your inbox.
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.
We reserve the right not to accept returns for personalised items. Please see the Personalised Goods and other Exclusions section below.
Please contact Customer Service for postage labels to return your goods.
For select countries, we are unable to provide you with a returns label, so you will need to send your item(s) back to us by local courier. If this is the case, you must bear all costs, including any customs or duties charges where applicable, associated with returning the goods to us. This is also applicable when you are exercising your right to change your mind.
We cannot accept responsibility for returned goods if they are lost in transit and it is your responsibility to obtain Proof of Posting Certificate or have adequately insured the goods using a Recorded or Special delivery service for returning your goods.
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 custom 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 shirt
- 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.
You will need to return it to us at your cost, along with your proof of purchase and a covering letter stating the fault.
We reserve the right to send products away for independent testing on the suspected fault.
If the product is deemed by us to be faulty, we will refund to you the cost of the product, the original delivery charge and any postage charges for sending it back to us. This refund will be paid in accordance with the Refunds section of our terms and conditions.
My order has been cancelled
If your order has been cancelled, refunds can take up to 14 business 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.