Returns & Refunds
**Extended return period for Christmas **Extended return period for Christmas
We know that some fans may need a little more time to return gifts, so we are extending our usual 31-day return period for the Christmas season.
For purchases made between November 14 and December 14, 2023, you will have until January 15, 2024 to return your item(s), provided you comply with our Return Policy.
Please note: custom items are non-refundable, please see our Return Policy for complete information on exclusions.
What is the return policy?
You may return your products if they are in new and unused condition, with all original packaging and tags, along with your proof of purchase, within 31 days From of receipt of order.
Please note that we reserve the right not to accept returns of Personalised items. Please see Customised Items and other Exclusions below.
The return policy will depend on the reason for the return:
- If you exercise your right to change your mind, you will have to bear the cost of returning the goods. In such cases, you will be responsible for all costs, including customs charges or duties, where applicable, associated with the return of the goods. Once the returned items have arrived at the warehouse, the return process may take up to 14 working days. After this time, you will be refunded the cost of the returned item. If you return a complete order within 14 days of receiving it, you will also be refunded the original standard delivery charges. However, you will not be refunded all original delivery charges if you exceed 14 days or if you keep at least one item from the original order.
- If you have received an item and wish to return it, please complete the return form at the following link. To return a damaged item, please include a written request indicating the type of damage and if you prefer a return or a replacement. The latter will be subject to item availability. Please note that once the damaged item arrives at the warehouse, the return may take up to 14 days.
Please note that once the refund has been processed, it may take up to 14 working days for the refund to appear in your bank account.Customised Goods 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
- One 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 31 days From upon receipt of the merchandise to return the item to us, provided it complies with our return 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.What do I do if I have changed my mind and want to return an order?
You may return your products if they are in new and unused condition, with all original packaging and tags, along with your proof of purchase, within 31 days From of receipt of the order/products.
Please note that we reserve the right not to accept returns of Personalised items. Please refer to Customised Items and other Exclusions.
You will have to bear the cost of returning the items, you will be responsible for all costs, including customs charges or duties, where applicable, associated with the return of the items. Once the returned items have arrived at the warehouse, the return process may take up to 14 working days. After this, you will be refunded the cost of the returned item. This refund may take up to 14 working days to appear in your bank account.
If you return a complete order within 14 days From of receipt of the order, you will also be refunded the original shipping charges. However, you will not be refunded the full original shipping charges if you exceed 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 certificate of posting or having adequately insured the goods using a special or registered delivery service to return your goods to us.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 our email confirmation, your order cannot be cancelled or modified.