FAQ's
Q: Can I amend my processed order?
Q: How do I check my order status?
Q: What forms of payment do you accept?
Q: I want a refund, is this possible?
Q: Changes to Catalogue terms?
Q: I have been charged on my card but my goods have not arrived?
Q: I do not have a credit/debit card,how can I place an order?
Q: How much will postage and packing cost?
Q: How can I order a Catalogue?
Q: I'm not a UK resident, can I still place an order?
Q: Is it safe to use my credit/debit card?
Q: What personalised products are available?
Q: How and when will my order arrive?
Q: Why can't I find my country in the drop down menu?
Can I amend my processed order? TOP
A: You can not manually amend your order.You will have to immediately call 020 8342 5858 or e-mail us with you order id number.We can not guarantee that we will be able to amend any orders placed.
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.
What forms of payment do you accept? TOP
A: Visa, Mastercard, Maestro and Solo. Please send postal orders/cheques (ordering by mail only) to
Arsenal Home Shopping Department
UNIT 13,
CRANFORD WAY INDUSTRIAL ESTATE,
LONDON,
N8 9DG,
along with your order form.
I want a refund, is this possible? TOP
A: Yes, but only on certain items. 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.
If an exchange or refund is required then the items should be returned to us in their original packaging along with your despatch letter and completed returns form (This will be enclosed when you receive your goods).
Please note that all parcels must be returned using a tracking service, as we will not accept responsibility for lost goods or postal costs incurred when returning goods, unless the items are deemed to be faulty and a receipt for your postal costs is included.
You may also exchange or refund your goods at either the Armoury, All Arsenal or the World of Sport.
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.
Videos, DVD's, Books,grooming products, printed kit, jewellery, underwear and hats may only be exchanged if deemed to be FAULTY. Please make sure you have ordered the correct product at the time of ordering.
When exchanging NON-Faulty items 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.
PLEASE ADDRESS PARCELS TO: ARSENAL HOME SHOPPING RETURNS DEPT , UNIT 13, CRANFORD WAY INDUSTRIAL ESTATE, LONDON, N8 9DG,
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.
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 8342 5858 and speak to our sales team and we will immediately deal with your query.
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.
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.
How can I order a Catalogue? TOP
A: To order a catalogue, please contact Arsenal Home Shopping on 020 8342 5858 (Mon-Fri,9am-5pm).
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.
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.
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.
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.
I have a voucher can I use this online? TOP
A: Unfortunately,we do not accept paper vouchers such as Junior Gunner Vouchers or Gift Vouchers (£5,£10,£20) as payment online. If you wish to use a voucher towards an order please send the voucher and your order form to the Arsenal Home Shopping Department address supplied.
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.
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