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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 Cart' button on the product page and then 'Confirm Order' button on the cart page.


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

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 which will confirm that your order is being processed.


Please note that by proceeding through the 'checkout process' you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form nor completing the checkout process constitutes our acceptance of your order. A binding contract will exist from the moment of dispatch of goods.


We will notify you by email as soon as possible to acknowledge that we have received and are processing your order. The duration of our contract with you will start from when we despatch the products, until the last day of our returns window.


Ordering by Phone

If you prefer, you can call our Customer Services team to place your order on one of the numbers below:

  • Customers within the USA: 1-844-505-5302
  • Customers outside the USA: +44 (0) 330 222 0381

Our opening times are 8am-8pm GMT (UK time) Monday to Friday and 9am-4pm at weekends.

Delivery and Shipping

See below for a breakdown of shipping prices and transit times


STANDARD DELIVERY TIMES & COSTS


COUNTRY


DAYS (MON - FRI)


COST


USA

Within 3-10

$4.95*

ESP

Within 3-5

€3.95

UK

Within 2 Days

£5.95

ROW

Within 3-10

From $10*


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

- Order must be under 2kg

- The order value must be less than $200

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

>Please note if your order exceeds $250 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.

If your order includes a customized item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


EXPRESS DELIVERY TIMES & COSTS


COUNTRY


DAYS (MON - FRI)


COST


USA

Within 1-3*

From $19.50**

ESP

Within 1-2*

€ 11.95

UK

Within 1 Day*

£7.95

ROW

Within 1-4*

**


*When ordered by 12pm GMT

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

>Please note if your order exceeds $250.00 in value our courier will require a signature.

Some more remote addresses may incur longer transit times.

If your order includes a customized item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


CUSTOMS & DUTY

Please note that all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be paid by the recipient and the Official Real Madrid Online Store will not accept liability for any such costs.

In the USA the threshold for customs is $200, with any orders below this value usually not incurring any customs (we can't accept liability for any exceptions). Any orders above this value will likely incur additional charges, which our carrier will contact you to take payment for.

We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due our carrier will contact you to arrange payment.


ADDITIONAL INFORMATION

Different Stock Availability - If you have selected items with different availability times, such as including an item on pre-order, then we will dispatch your order when all items are ready.

Credit Card Checks - Sometimes we may need to make additional checks on your credit card which could delay your order by upto 72 hours.

Customized Items - Customized items, such as jerseys with additional name, numbering and/or badges added may take an extra 3-5 days before they are ready to be dispatched.

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.

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.

Payments

Accepted Payment Methods & Currencies

We currently accept the following payment methods:

You can select your preferred payment method during the checkout process.

You can chose which currency to browse and order in from the drop down box in the top right of your screen. We currently accept orders in the following currencies:


Security Checks

In order to protect against fraud, all orders placed will undergo card security checks by our payment provider. These are usually very quick but in some cases can delay dispatch of your order by up to 36 hours. In the event that your offer to purchases goods is declined by our checks we will refund any money charged.

In order to minimise the risk of being rejected by our security checks please ensure that your billing address exactly matches the address to which your payment card is registered. If you are ordering from outside of the UK please also ensure that your card is authorised for international transactions.


Frequently Asked Questions

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.


Who are CyberSource? – The Official Real Madrid Online Store 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://cybersource.co.uk.


Is shopping with The Official Real Madrid Online Store 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 with us 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 Store, 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 order, we make an immediate connection to NatWest Bank to verify the card and amount, so that authorization is given before we complete the order. All orders will be charged as soon as they are placed, even if some or all of the items are not yet available.


Do I have any Legal Protection? - You are protected by the normal laws of England and Wales, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43) Consumer Rights Regulations 2013. Full details of your legal rights are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.


Tax, Pricing and Other Charges

For any customer purchasing adult clothing and souvenirs inside the European Union, VAT is included at the standard UK rate of 20%. Children's clothing is exempt from VAT in the UK and so no tax is added to the price quoted by the Official Real Madrid Online Store.

For any customers purchasing outside the European Union all purchases are exempt of UK VAT.


Please note that our pricing may differ between countries based on several factors. The price shown at the checkout stage will be the price you are charged. If you believe to be an error with the price shown please contact our Customer Services team prior to placing your order.


Please note that all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be paid by the recipient and the Official Real Madrid Online Store will not accept liability for any such costs. If there are any additional charges due, our carrier will contact you to arrange payment after dispatch.

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

The Official Real Madrid Online Store does not currently sell gift vouchers or certificates.

Occasionally however, we may produce exclusive vouchers, offers and discounts for our valued customers and email subscribers – Click here to register today.


Where you have a valid promotion code, the following additional terms and conditions apply on the discounts:

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