The Official Real Madrid Store
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FAQ

Stock and Availability

Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:

Despatching of Orders - Although we try to get all our orders despatched on the day of order, this may not always be possible, for the following reasons:

Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website

Credit Card Checks - Sometimes we may need to make additional checks on your credit card which could delay your order.

Shirt Printing - Shirts requiring personalisation for example with additional name, numbering and badges added may take an extra three days before they are ready to be despatched.

Items on Available Within - Occasionally if a particular product is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example "Available within 7 days":

Items on Immediate Despatch - Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above, then please contact our Customer Service Department who will be happy to assist.

Placing Your Order

Purchasing your goods with us is designed to be simple, quick and secure. Before you order please ensure that:

  1. You have ordered the correct size for the product (if applicable)
  2. You are aware of the expected delivery dates for the product
  3. The desired quantity is correct
  4. You have read the Terms and Conditions

When you are ready to buy, simply click the 'Add to Basket' button on the product details page and then 'Confirm Order' button on the basket.

If you are a new Customer then you will be taken through the order form in which you will be prompted to enter information such as your delivery address, name and your payment details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us.

If you are an existing Customer then you will be asked to log in, if you have not done so already. If none of your details have changed then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us.

Please note that the order process of the Official Real Madrid Online Shop is a secure connection. This means that all the personal information you enter will be encrypted so it cannot be read as it travels over the Internet. To find out more about this read the help file section 'Your Security'. Complete all the details required on this page carefully, ensuring that all the fields are completed fully. Then click the purchase button. Your order will then be confirmed, and then delivered.

Delivery and Shipping

REAL MADRID DELIVERY DEADLINES

See below a breakdown of delivery prices


STANDARD DELIVERY TIMES & COSTS


COUNTRY


DAYS (MON - FRI)


COST


ESP

Up to 3-5

€3.50

ESP

FREE on all Orders Over €105

UK

Up to 2 Days*

£4.95

UK

FREE on all Orders Over £85

IRELAND

Up to 3-10

3.50€

ROW

Up to 20

£6.95**


*Order by 8pm for next day delivery

**Please note, in order to qualify for Standard Delivery:

- Order must be under 2kg

- The order value must be less than £ 150/180 € / $ 200

- Order must be no larger than 60cm x 60cm x 60cm

>For orders to USA & ROW, if you do not receive your order in the timescale above please allow upto 20 days for delivery.

>Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.


EXPRESS DELIVERY TIMES & COSTS


COUNTRY


DAYS (MON - FRI)


COST


ESP

Up to 2-3*

€ 8.99

UK

Up to 1 Day*

£7.95

ROW

Up to 5-10*

**


*When ordered by 12pm GMT

** Cost dependant on the weight and volume of your order

>Please note if your order exceeds £199.00 in value our courier will require a signature.

Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.


CLICK & COLLECT TIMES & COSTS


(Over 5000 Locations)


COUNTRY


DAYS (MON - FRI)


COST


UK

Up to 2-3*

£4.95


*When ordered by Friday 1pm GMT

>Click and collect allows you to pick up your parcel from a local collection point (Collection point finder available at checkout). There are over 5000 local collection points in convenience stores across the UK open from early in the morning until late at night, 7 days a week. You will be notified when your parcel arrives by text message.


ADDITIONAL INFORMATION

>All times displayed above are GMT

>If your parcel is sent by Royal Mail, please allow 15 working days before contacting customer services. After the 15 working day period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

>If your parcel is sent by Royal Mail International, please allow 17 working days before contacting customer services. After the 17 working day period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

>We do not offer guaranteed delivery on a Saturday, Sunday, Bank Holidays, Christmas Day, Boxing Day and New Years Day.

Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:

Despatching of Orders - Although we try to get all our orders despatched on the day of order, this may not always be possible, for the following reasons:

Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website

Credit Card Checks - Sometimes we may need to make additional checks on your credit card which could delay your order.

Shirt Printing - Shirts requiring personalisation for example with additional name, numbering and badges added may take an extra three days before they are ready to be despatched.

Items on Available Up to - Occasionally if a particular product is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example "Available Up to 7 days":

Items on Immediate Despatch - Should your order be marked as available for immediate despatch and it fails to reach you Up to the times quoted above, then please contact our Customer Service Department who will be happy to assist.

Non-Shipable Addresses - For contractual reasons we are unable to deliver to certain locations around the world. If your country is not listed when you are entering a delivery or billing address, then we will not be able to accept your order to deliver at that address.

Leave Safe Delivery - At the checkout stage of the order process you will be offered the Leave Safe delivery option. If for any reason you may be out when your delivery arrives then you can leave a special instruction using options from the drop down list such as leave with neighbour or leave securely at the back of the house. Remember deliveries are less safe in this way, they are your responsibility and neither this store nor our carrier can be held liable if the item is stolen.

International Shipping - Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

BFPO - We Ship to the British Forces Post Office.

PO Boxes - Please note that we do not ship to PO Box Addresses.

Undelivered Items – we aim to deliver all of our orders and keep failed deliveries to a minimum. If we do fail to deliver any order to you, please report this to us no later than 30 days from the date on which the order was taken by us. We will not accept responsibility for any undelivered orders which are reported to us later than 30 days after the date on which the order was taken by us.

We hope that you enjoy your purchase from us.

For further information, please do not hesitate to contact our customer services team

Payments

We currently accept online payments with a number of credit/debit cards. The current credit cards we accept include:

  1. Visa
  2. MasterCard
  3. American Express
  4. Alipay
  5. Paypal

We currently accept payment in the following major currencies: British Pounds Sterling, US Dollars, Euro, Australian Dollar,Chinese Yuan,Japanese Yen and South Korean Won.

The Official Real Madrid Online Shop reserve the right to withhold any order from despatch in order to process further security checks. This can delay an order for up to 36 hours.

Many internet users are concerned about security on the web - below are answers to few questions we are commonly asked:

What is the Card Security Number? Also known as a CV2 number, this is a special 3 digit number that appears on the far right side of the signature strip on your card. This number is unique to each card, and gives you extra protection against fraud. Note: with American Express, the card security number is 4 digits long and is printed on the front of the card.

Do you check for fraudulent cards? - When we receive your Credit Card details, an on-line check of your Credit Card is conducted with their Acquiring bankers. This process ensures the number you entered actually corresponds to a real credit card number and is not a bogus card. The CyberSource system also checks various "Hot Card lists" to ensure that no fraudulent use is being made of any Credit Card. This on-line verification of your details is carried out over a secure line to the bank. Credit Card data is, at no time, sent over the Internet using the validation process. We also carry out random security checks on cards to ensure we help prevent fraud - please note that we do not intend any personal slight if your card is chosen for a random check.

What is Cybersource? - The Official Real Madrid Online Shop has chosen CyberSource as a partner for its secure server software. They are a leading payment system provider to online businesses. For further information about CyberSource please visit their web site at http://https://cybersource.co.uk.a>

Is shopping with The Official Real Madrid Online Shop safe? - Communication between you, us and CyberSource is encrypted using the SSL mechanism built into your browser. This ensures that even if someone were able to monitor the traffic between you and the CyberSource server, they would not be able to read it. Encryption is used on all pages within the buying process, making shopping on the site at shop.realmadrid.com as safe as possible

How do we protect the Buyers Data? - The CyberSafe software sits behind a corporate firewall. Access to this machine is strictly controlled, preventing unauthorized access to your personal data. Once you have passed your Credit Card details to The Official Real Madrid Online at shop.realmadrid.com, they are stored on the CyberSafe server in an encrypted format.

Is the transaction Real-Time? - All Credit Card transactions are completed in real-time. After you have confirmed your purchase, we make an immediate connection to NatWest Bank to verify the card and amount, so that authorization is given before we complete the order. Payment is taken at time of order. Pre-order items will also be charged at time of order.

Do I have any Legal Protection? - You are protected by the normal laws of England, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43)

Your Security

Safe shopping is important to everyone and we have gone to great lengths to make sure your details remain safe. When you start the order process you can be sure that every step of the way is 100% secure.

We have compiled a list of frequently asked questions below, which you may find useful. If you have any concerns about the security of our site, or if you have any further queries, please contact Customer Services Customer Services.


How Secure are You? - As soon as you enter the order process, every bit of information that is transferred between you and us is encrypted using powerful encryption algorhythms. So even if someone could intercept the data over the internet, there is not a thing they could do with it.

How can I tell if the web site is a secure one? - It is easy to determine if your connection is secure; on your browser you will notice a picture of a small padlock - this normally appears right at the bottom of the screen. Sometimes this padlock will not appear, even though you are secure - to double check this, you can right click on the page and select "properties" or "view frame info" from the list which will tell you whether you are secure or not. Also look out for the sign of a secure web page, which can be identified by the URL (the web site address). A standard page will begin with "http://". A secure web page will begin with the URL "https://" denoting that the merchant is using a secure server for the transaction of data.

How does Encryption work? - All credit card details are encrypted using GlobalSign 40bit SSL (Secure Sockets Layer) Software. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which functions as a one-way encryption device. The browser then uses this key to scramble your personal data (Credit Card Information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has. Without this exclusive, private key, your personal information cannot be read.

What else can I do to ensure my details remain safe? - The second way to ensure you have a secure connection is to look for a GlobalSign logo and only purchase from merchants you know and trust. Here again, the digital certificate is important. In addition to encrypting the data you send over the Internet, the certificate can be used to confirm and authenticate the identity of a web site"s owner (in this case, the merchant). Because digital certificates act as electronic signatures they cannot be forged, you can be certain the connection is secure if either RSA DATA SECURITY INC. or GlobalSign Inc has issued the certificate.

Who are GlobalSign? - GlobalSign, Inc. is the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on GlobalSign please visit their web site at http://www.GlobalSign.com.

Your Profile

When you have registered or have ordered an item from the Official Real Madrid Online Shop, a profile will have been created for you. The profile has many useful functions which are detailed below:

Personal Details - You can make amendments to this area as necessary, for example if you move house.

Password Settings - We recommend you change your password frequently - to do this, complete the boxes as required. You can also change your password hint questions and answers here.

Address Book - You can add additional addresses to your personal address book - this makes it easy if you wish to have presents sent directly to your friends or family.

Your Preferences - This section gives you the opportunity to opt in or out of receiving information from The Official Real Madrid Online Shop or our partners. We do not send out emails out very often but they are usually full of not to be missed bargains and latest poducts!

Order History - This section gives you details of all your past and pending orders with the Official Real Madrid Online Shop. You can track your order from the moment you place your order, right through until the moment it has been dispatched!

Gift Vouchers & Promotions

From time to time we give out gift certificates to all our registered users. If you would like to register with Real Madrid Online Store then click here.

You may wish to open these terms and conditions in another browser window so you may print them out.

Competition Details

1. This competition is organized by Fanatics with the necessary permissions from Real Madrid,

Multiple Promotions & Voucher Codes

Where you have a valid promotion code, the following additional terms and conditions apply on the discounts:
- When more than one promotion is running at the same time – the highest value offer only will be valid. Not in conjunction with any other offer.
- Discounts will only be available on order values over the amount stated in the offer
- Discounts are only valid until the date published
- Discounts are only redeemable for purchases made on this website
- Discounts are not refundable
- Only one discount may be used per customer per transaction.
- We reserve the right to end any Discounts at any time including prior to the advertised end date without notice.
IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error, we will do our upmost to ensure the same error does not occur and it is rectified as quickly as possible.
Please note that any promotions/offers on the website cannot be used in conjunction with any other discounts.

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