My order is incomplete or item(s) are missing
If any of your items are on backorder, we may take the decision to ship part of your order to you in the meantime. This will be done at absolutely no extra cost to you, with all extra postage costs being absorbed by UKSoccershop.
If you take no action, we will forward the remainder of your order when stock is received by the manufacturer, notifying you when we do so.
However, if you wish to cancel the outstanding items on your order, or change to alternate items, you may do so from within your order history in your My Account page.
My order has been cancelled but I've still been charged
As with the majority of online retailers, once your have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.
As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorisation. This process will take up to 7 days depending on your banks procedures. For orders placed from overseas this may take longer.
Can I return an item?
You may return any item within 14 days in its original condition for a full refund of the price you paid for the item.
Returns for shirts with shirt printing, retro shirts or any other form of personalisation will only be accepted if the personalisation is incorrect from the receipt of order or if the product is faulty.
Once a name or number has been printed on a shirt we will not offer a refund or exchange unless the shirt is faulty. The same applies if a player leaves the club or changes his squad number during his time at the club.
How do I return my item?
To return your item, please login to your My Account page and choose the appropriate order from my orders. Please click on the request update button, where you will be able to notify us of your intention to return the order.
You will also be provided with a link to download our return form, which includes all the relevant instructions and must be included with all returns.
What should I do if I receive the wrong item?
In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card which was used to purchase the item(s). Please send the product using the instructions above by recorded delivery and enclose a completed returns slip (this can be found on the back of your delivery note) and proof of postage. As soon as we receive the returned item(s) we will despatch the correct product and issue you with the postage refund.
If you are returning items over £100 value, you should use special delivery as your payment method. UKSoccershop will not take responsibility for lost orders over this value which are not sent via special delivery.
If you are returning items under £100 in value, please use recorded delivery. Should the parcel be lost, we will cover the difference between the order value and the value paid out by Royal Mail.
I want to check on status of my return
Once your return has been received by us, our customer services team will send you an acknowledgement that it has been received. We will process any exchange or refund you have requested, or contact you if we require additional information.
You may check your return status at anytime by logging into your My Account page and viewing your order history.
We will process all returns within 10 working days of receiving the package from you. If you feel this period has expired, it may be because we have not received the return or are unable to identify it with you.
If you sent the package without the return form or any details to identify you, our team will not be able to match it with your order. You should therefore email us using the form below with the tracking number of the returned shipment. We will verify it has been received and then proceed as per your request.
You should also check with the postal service to check the shipment has indeed been delivered to us. If you need help claiming for a lost parcel, our team will be happy to assist you.
I would like to make a complaint?
We are sorry to hear that you are not satisfied with our service and will do our utmost to make it up to you where possible. All complaints should be made in writing and sent to:
Head of Customer Service,
42 Mote Hill,
All complaints will be responded to within 10 working days.
Please provide as much information as you can when making your complaint to allow us to deal with it in the most efficient manner. Please ensure you provide your order number and full contact details, including your email address.
Please also provide suggestions as to how we can make things up to you. All reasonable suggestions will be considered, where appropriate.
I would like to request additional information?
If you require further information about any aspect about your order or any service provided by our website, our customer service team are more than happy to assist you. You can submit a ticket
which will be reviewed by our customer service team and replied to as soon as possible.