Frequently Asked Questions

General information

Starting July 1, 2020, a new retail operator will take over the Real Madrid Official Online Store.

Execution of orders

All Europe, Middle East and Africa deliveries will be serviced by our fulfillment team in Madrid, Spain.

All Australia, New Zealand and Asia Pacific deliveries will be serviced by our fulfillment team in Melbourne, Australia.

All North America, Central and South America deliveries will be serviced by our fulfillment team in Indianapolis, Indiana.

Our response to COVID-19

All facilities have comprehensive health and safety guidelines and protocols in place to ensure the safety of all team members. We have established partnerships with transport companies around the world to make every effort to meet health and safety standards. All team members are trained and required to wear masks and gloves while working, and each team member complies with the social distancing guidelines provided by the CDC, Center for Disease Control and Prevention. The health and safety of our team members is our number one priority. As a precautionary measure to ensure the health and safety of our employees and the community, our team has developed a comprehensive protocol for both stocking and public display to service our customers in-store and online.

Terms and Conditions of the Online Shop of Real Madrid for the White Friday and the Cyber Monday

The Early White Friday offers of the Real Madrid Online Shop are valid only for Real Madrid C.F. Members and Madridistas from 20 November (12:00 am CET) to 24 November (11:59 pm CET), both inclusive, at shop.realmadrid.com. General access to White Friday is valid from 25 November (12:00 am CET) to 29 November (11:59 pm CET). Cyber Monday is valid from 30 November (12:00 am CET) to 1 December (11:59 pm CET), both inclusive, at https://shop.realmadrid.com/

The offer is valid portal-wide for full-priced and discounted products, and eligible items are shown at https://shop.realmadrid.com/

Full-price items will receive a 30% discount off the displayed price, while sale items will receive an additional 30% off the current sale price, while stocks last. This discount will be in addition to the automatic 15% discount offered to Members/Madridistas on all purchases at any time.

During the Early White Friday promotion on the Real Madrid Online Shop for Members and Madridistas, from 20 November (12:00 am CET) to 24 November (11.59 pm CET), the discount will be automatically applied at the time of purchase on the valid items in your order. The promotion cannot be combined with other promotions (e.g. birthdays).

Regular delivery times may be affected due to important events and activities, governmental restrictions and/oror the increase in the number of orders in your shipment. We appreciate your understanding.

For any questions regarding your purchases, please contact customerservices@shop.realmadrid.com.

Please refer to the Terms and Conditions of the REAL MADRID C.F. Online Shop for our full terms of service.

How can I contact Customer Services?

The Customer Service Department of the Official Store at Real Madrid is available to answer your queries by phone, email and online chat 24 hours a day in English and Spanish.

Please contact us by telephone at the following numbers

  • Spain: +34 919 49 21 86
  • Belgium: +32 28 08 88 20
  • USA: 1 (888) 524-9727
  • Canada: 1 (778) 557-8752
  • Mexico: +52 55 53 50 28 13
  • Brazil: +55 623 14 22 941
  • Australia: +61 279 08 22 20
  • New Zealand: +64 99 85 35 14

Email enquiries can be sent via

customerservices@shop.realmadrid.com

We look forward to providing you with a safe and excellent customer service experience.

How can I place an order?

Purchasing products from Real Madrid with us is designed to be simple, fast and secure. Before placing an order, please ensure that:

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

When you are ready to complete your purchase, simply click the 'Add to Basket' button on the product details page and then click the 'Confirm Order' button on the checkout page.

New customers

If you are a new customer, you will be guided through the order form where you will be asked to enter information such as your delivery address and name, as well as your payment details. Once completed, you will be shown an order confirmation page and receive an email confirmation that your order is being processed.

Existing Customers - If you are an existing Customer, you will be asked to log in, if you have not already done so. If your details have not changed, you will be asked for your credit card details. Once completed, you will be shown an order confirmation page and receive an email confirmation that your order is being processed.

Madridistas

If you are already a member of Madridistas, you will be able to log in with your membership number. You will be able to update your customer details or, if none of your details have changed, you will be asked for your credit card details. Once you have completed this, you will be shown an order confirmation page and you will receive a confirmation email which will contain details of your order and confirm that your order is being processed. Remember that you have an automatic 15% discount for being a Madridista member. To get this discount, you will need to log in with your Madridista membership details.

Partners

If you are already a member, you can log in with your member number. You will be able to update your customer details or, if none of your details have changed, you will be asked for your credit card details. Once you have completed this, you will be shown an order confirmation page and you will receive a confirmation email which will contain details of your order and confirm that your order is being processed. Remember that you have an automatic 15% discount for being a Member. To get this discount, you will need to log in with your membership details.

Please note that the ordering process on the Official Online Shop of Real Madrid at shop.realmadrid.com is a secure connection. Carefully fill in all the required details on this page, making sure that all fields are complete. Then click on the checkout button. Your order will then be confirmed and shipped to you.

Please note that customers will have the opportunity to review and confirm their order, including delivery address, payment method and product details. A notice will be sent to you when your order is accepted. At that time, the contract of sale will be made and binding. You will receive an email confirmation as soon as your order has been submitted and is being processed. Once the order has been fully processed, you will receive an email notifying you of the time of arrival of your order.

How do I know which size to order?

Please check the size charts which can be found next to the "Select size" section when you click on the specific product. You can also find information on garment fit and product dimensions in the "Product details" section under each item.

If you have any further questions, please contact our customer service department by telephone or email.

Telephone:

  • Spain: +34 919 49 21 86
  • Belgium: +32 28 08 88 20
  • USA: 1 (888) 524-9727
  • Canada: 1 (778) 557-8752
  • Mexico: +52 55 53 50 28 13
  • Brazil: +55 623 14 22 941
  • Australia: +61 279 08 22 20
  • New Zealand: +64 99 85 35 14

E-mail:

customerservices@shop.realmadrid.com

How can I track my order?

We will send you tracking information by email when your order has been shipped. Please use this tracking number. If you have any problems, please contact our customer service department by phone or by email.

Telephone:

  • Spain: +34 919 49 21 86
  • Belgium: +32 28 08 88 20
  • USA: 1 (888) 524-9727
  • Canada: 1 (778) 557-8752
  • Mexico: +52 55 53 50 28 13
  • Brazil: +55 623 14 22 941
  • Australia: +61 279 08 22 20
  • New Zealand: +64 99 85 35 14

E-mail:

customerservices@shop.realmadrid.com

Can I send items to someone as a gift?

We can send the goods to an alternative address to your billing address. However, please note that we always include the details of the order in the package and the amount paid for the order is shown. Also, please note that we do not accept exchanges at this time and that the returns policy applies to both regular and gift orders. At this time we do not offer a gift wrapping service.

Can I order by phone?

In compliance with the GDPR and to preserve the overall privacy and security of consumer data, we are unable to process orders over the telephone.

Can I pick up an order?

At this time, this service is not available.

You can visit the official Real Madrid shops at:

  • SANTIAGO BERNABÉU Stadium Store, - Avenida Concha Espina, 1.
  • EL CARMEN Calle del Carmen, 3, 28013
  • GRAN VÍA Madrid - Calle Gran Vía, 31, 28013
  • ARENAL Calle Arenal, 6, 28013
My order has not arrived. Can you help?

Please note that Personalised items can take 5 to 7 days to be produced, regardless of the shipping option chosen. For this reason, if your order has at least 1 item personalised, your item will be delivered at least 10 days from the order date. If you have tracked your order and it has not arrived on the date indicated or you have a problem with a shipment, please contact our Customer Service department by phone, chat or email. We will endeavour to resolve the problem as soon as possible.

Telephone:

  • Spain: +34 919 49 21 86
  • Belgium: +32 28 08 88 20
  • USA: 1 (888) 524-9727
  • Canada: 1 (778) 557-8752
  • Mexico: +52 55 53 50 28 13
  • Brazil: +55 623 14 22 941
  • Australia: +61 279 08 22 20
  • New Zealand: +64 99 85 35 14

E-mail:

customerservices@shop.realmadrid.com

What is the return policy?

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

Please note that we reserve the right not to accept returns of Personalised items. Please see Customised Items and other Exclusions below.

If you exercise your right to change your mind, you will have to bear the costs of returning the goods. In such cases you will have to bear all costs, including customs charges or duties, if any, associated with the return of the goods.

We cannot be held responsible for returned goods if they are lost in transit and it is your responsibility to obtain proof of postage or to have properly insured the goods using a special or certified courier service for the return of goods.

If you have received a defective item, please contact Customer Service to obtain shipping labels for the return of products. In some countries, we are unable to provide you with a return label. In these cases, the Customer Service team will inform you of the return process to follow. When returning a faulty item you will need to include a covering letter stating the fault and requesting a refund or for the replacement of the faulty item.

Please remember that once your items have arrived at our warehouse it will take up to 14 working days to process the return. After this you will be refunded the cost of the returned item, which may take up to 14 working days to appear on your bank statement.

Personalised Articles and other Exclusions

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

A replica printed shirt is classified as Personalised if a player's name or a name personalised is applied. It is also classified as Personalised if only numbers or shields are applied to the garment or a mixture of these elements.

Furthermore, we shall not be liable for any changes in:

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

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

Masks cannot be returned.

How long do I have to return an item?

You have 30 days from receipt of the goods to return the item to us, provided it complies with our returns policy.

Can I return an item for exchange?

Unfortunately, we do not accept exchanges at this time.

What do I do if I receive a defective item?

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

Once your item arrives at the warehouse, we reserve the right to send the goods for independent testing for possible fault, which may take up to 14 working days.

If we deem the product to be faulty, we will send you a replacement or and refund the cost of the product and standard delivery charges. The refund may take up to 14 working days to appear in your bank account, and will be paid in accordance with the Refunds section of our terms and conditions. Please note that you will not be refunded standard delivery charges if you keep at least one of the items from the original order.

My order has been cancelled

If your order has been cancelled, refunds may take up to 14 working days to appear in your bank account. Please wait until this time has passed, and if your refund then does not appear in your bank account, please contact Customer Service by email or by phone.

Can I cancel or modify my order once it has been placed?

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

Shipping Updates for Guaranteed Delivery by Christmas 2020

Please note the final order dates to ensure that your order will be delivered in time for Christmas if not affected by any COVID-19 related circumstances.

EU countries

Non-Customised Orders - last order date is 15 December 2020

Custom Orders - last order date is 11 December 2020

North America (United States/Canada/Mexico)

All orders, including standard and express services - last date for orders is 4 December 2020

Australia

Standard Orders - last date for orders is 4 December 2020

Express Orders - last order date is 11 December 2020

Asia

All orders, including standard and express services - last date for orders is 20 November 2020

New Zealand

All orders, including standard and express services - last order date 24 November 2020

What is the definition of "working days"?

A working day is Monday to Friday, excluding public holidays and national days.