FAQ's
Q: Can I amend my processed order?
Q: Can I have my order sent to an alternative address?
Q: What forms of payment do you accept?
Q: I want a refund/exchange, is this possible?
Q: I do not have a credit/debit card,how can I place an order?
Q: I have been charged on my card but my goods have not arrived?
Q: Changes to Catalogue terms?
Q: How do I check my order status?
Q: How much will postage and packing cost?
Q: I have entered my details and it says INVALID LOGON,PLEASE TRY AGAIN?
Q: I'm not a UK resident, can I still place an order?
Q: How can I order a Catalogue?
Q: Is it safe to use my credit/debit card?
Q: What personalised products are available?
Q: If I order now will I get it for Christmas?
Can I amend my processed order? TOP
A: You can not manually amend your order.You will have to immediately call 020 7619 5000 or e-mail us with you order id number.We can not guarantee that we will be able to amend any orders placed.
I already have an Arsenal shirt but I would like to have it printed with a name and number,is this possible? TOP
A: Yes,you can take your shirt to one of our shops and your shirt will be printed while you wait. Alternatively,you can send your shirt to Arsenal Home Shopping and include a note stating the name and number you would like printed.Please include payment and make sure the shirt is in a hygienic state.
Can I have my order sent to an alternative address? TOP
A: Yes, your order can be sent to an alternative address. Please add any additional delivery addresses to your profile and you may use any of these as your default delivery address.
What forms of payment do you accept? TOP
A: Visa,Visa Debit, Mastercard, Amex,Maestro and Solo. Please send postal orders/cheques (ordering by mail only) to
Arsenal Home Shopping Department
Highbury House
75 Drayton Park
LONDON,
N5 1BU,
along with your order form.
I want a refund/exchange, is this possible? TOP
A: You may return all exchanges/refunds within 28 days of Receipt date.
If an exchange or refund is required then items need to be returned to us in it's original condition along with your completed despatch note.
It is best to send parcels using a tracking service in order to make sure we receive them as we will not take responsibility for lost or stolen goods.
When a refund is requested the price of the product item returned will be refunded.When exchanging NON-Faulty items after the cancellation notice period please enclose £3 UK/£5 Rest of World payment for postal charges. Please enclose a cheque or fill out your credit card number on returns form. Failure to do this will cause delays in processing.
All return and re-shipping charges are the Customer's liability unless deemed to be faulty, where a reasonable refund will be provided with a valid receipt.
You may also exchange or refund goods at the Armoury, The Arsenal Shop Finsbury Park or The All Arsenal Shop with your despatch note.
All items must be returned in good condition. We reserve the right to refuse a refund or exchange if the goods returned are deemed to have been damaged or tampered with. This does not affect your statutory rights.
Jewellery and underwear purchased through the Arsenal Home Shopping will only be exchanged if faulty. DVD's must be returned with any seals and shrink wrap intact.Please make sure you have ordered the correct item and size at time of ordering.
Also please note, once a shirt has been printed with a player’s or personalised name or squad number: unless the shirt is faulty we cannot provide a refund or exchange even if that player subsequently leaves the club or his squad number changes during his career at Arsenal.
This does not affect your statutory rights.
Cancellation Policy
You have the right to cancel your order at any time up to the eighth working day AFTER you receive the goods, except where the goods have been personalised or made to your specification, or (in the case of audio or visual recordings or computer software) the package has been unsealed.
A working day is any day except a Saturday, Sunday or public holiday. In order to cancel, you must write, fax or email us to tell us you are cancelling your order (our returns form will do), and return the goods to us unused and in good condition at your own expense. We will then refund the price and the amount you paid for your original postage and packing.
PLEASE ADDRESS PARCELS TO:
AFC RETURNS,
ANCHOR WORKS,
HOLME LANE,
BRADFORD.
BD4 6NA
I do not have a credit/debit card,how can I place an order? TOP
A: We only accept card payments online.You can send cheques or postal orders to Arsenal Home Shopping.If you do not live within the UK please send a pound sterling banker's cheque.
I have been charged on my card but my goods have not arrived? TOP
A: If you still have not received your goods after the estimated delivery time has expired, please e-mail us with all your details (sales id number etc). Alternately you can call the Home Shopping Department on 020 7619 5000 and speak to our sales team and we will immediately deal with your query.
Changes to Catalogue terms? TOP
A: We reserve the right to alter designs or prices of products and conditions of supply without notice,but you will be informed before the order is accepted.If the price of the goods you have ordered has changed, the order will not be processed without your consent.
How do I check my order status? TOP
A: You can check your order status by clicking on 'My Account' and then clicking on 'Track/View my order history'.Your order status will be in one of two stages,'In Progress' means your order is being processed and 'In Despatch' means your order is in our warehouse and will be despatched within the time guidelines stated or has been despatched from our warehouse.
How much will postage and packing cost? TOP
A:
Postage and packing costs P&P Rates UK EIRE EUROPE 1 Item £3.00 £5.00 £8.00 Over 1 Item £4.50 £7.50 £12.00
P&P Rates Rest of the World Under £20 £10.00 Over £20 £18.00
Important: On Europe/Rest of World orders the customer is liable to pay any import duty and any taxes that may be requested.
Non UK orders over 2kg's may incur additional postal costs.You will be notified of any additional costs before despatch.On customer consent your credit card will be charged any additional fees.
I have entered my details and it says INVALID LOGON,PLEASE TRY AGAIN? TOP
A: This means you have entered either your user name or passowrd incorrectly. Please double check details. Three attemps to login are allowed before your account is locked. If you do not remember your password please use the password reminder. If the password sent still doesnt work this means your account has been locked. Please call our Contact Centre Monday- Friday 9.30am to 5pm or e-mail your account details and we will be able to unlock your account. We aim to unlock your account within 24 working hours.
Are you having a Sale? TOP
A: We will be starting our Winter Sale Online on the 24th December. It will start in our Retail Shops on January 4th.
I'm not a UK resident, can I still place an order? TOP
A: Yes, we accept orders from most countries around the world. Please view the list below to see if your country is listed.
How can I order a Catalogue? TOP
A: To order a catalogue, please contact Arsenal Home Shopping on 020 7619 5000 (Mon-Fri,9.30am-5pm).
Is it safe to use my credit/debit card? TOP
A: Ordinarily, a secure connection is displayed as a small padlock in the status bar at the bottom of the browser. However for technical reasons, Arsenal Home Shopping is displayed within a 'Frame' and therefore the usual padlock is not visible. To confirm you have a secure connection during payment, right click the mouse; click on 'properties' and view the url. The url will have a path beginning "https://..." - the 's' denotes a secure connection. Please be assured that using your debit/credit card online is safe and your credit card details will remain secure and uncompromised.
For more information on this, click here
What personalised products are available? TOP
A: You can either have a shirt printed with a player's name and number or you can have your own name and number. Please make sure you have ordered the correct size as no printed garments i.e. shirts,shorts, toddler or infant kits will be exchanged unless faulty. Please also make sure for personalised shirts that you have spelt the name correctly. If you are unsure we recommend that you do not have items printed. We do not print patches or short numbers on infant kits.We do not print short numbers on Toddler Kits. If a player subsequently leaves the club or his squad number changes during his career at Arsenal we are unable to offer an exchange or refund for the printed shirt. Please note we use one standard printing on the shirts which is the FA Premier League printing. Shirts with Uefa patches will be printed with Premier League printing.
Taxes and Duty? TOP
A: 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 before ordering.
If I order now will I get it for Christmas? TOP
A: If you live outside of the UK and place your order before the 3rd December we will dispatch your order in time for Christmas. Any orders placed after this date cannot be guaranteed.
Orders placed within the UK with personalised or player kit printing need to be placed before 5pm on the 15th December in order to be guaranteed for Christmas.
Orders placed within the UK without kit printing need to be placed before 5pm on the 17th December in order to be guaranteed for Christmas. This has now been extended to 5pm on the 18th December (UK Non-Printing).
To speed up the order process you must enter the correct billing details. If these are not entered correctly then it will severely delay your order and guarantees will not apply.
We will continue to process and send orders after these dates as quickly as possible but with no guarantee for Christmas delivery.
Please note orders placed from the 23rd to 28th of December will not start to be processed until our return on the 29th December. There are no delivery guarantees for orders placed over the Christmas period.
Our call centre closes at 2pm on Thursday 24th December and re-opens again at 9.30am on Tuesday 29th December.
Merry Christmas.
How and when will my order arrive? TOP
A: All UK parcels are sent by a signature service (All UK parcels must be signed for: it is the customer's responsibility to make themselves available for delivery. Subsequently if parcels have to be re-sent an additional postage fee may be incurred). We aim to despatch all orders within 5 working days to the UK and 15 working days to Europe and the Rest of World. Shirt printing may take an extra 5 working days for all destinations. It is our policy to despatch items ordered in the shortest possible time, but we can not be held responsible for any delays in transit. ALL Europe/Rest of World orders over 2kg’s will be sent by courier. Any parcels weighing less than 2kg's, sent to a destination that we deem at risk of losing the parcel, will be sent by courier.
On Europe/Rest of World orders the customer is liable to pay any import duty and any other taxes that may be requested.
Why can't I find my country in the drop down menu? TOP
A: Unfortunately, we can only send orders to the countries listed. Please accept our apologies for the disappointment this may cause.
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