Please check to see if any of your questions have been answered below; if your question has not been answered please email retail customer services at: [email protected]
How do I register for the Official Online Store?
If you are a new customer you will need to select ‘Sign In’ and 'Create an Account', you will then need to complete the registration form. Once that has been completed you will receive a confirmation e-mail to notify you that your account has been created.
When can I begin purchasing on the Official Online Store?
You are able to begin purchasing retail items once you have set up an account through the online store. Alternatively you can use the guest login account by selecting the 'checkout', you will then be able to purchase retail items without creating an account.
Can I change my password?
Once you are logged into your online account you can select 'My Account' and change your password from within that section. If you are unable to sign into your account due to a forgotton password, you can then select 'Forgot your Password?' and an e-mail will be sent immediately to your account.
How much does postage cost?
DPD Express Delivery - £6.95
Standard Delivery - £4.95
Free P&P for Orders over £75 (UK Only)
EU Special Delivery - £9.95
RoW Special Delivery - £17.95
How many days should I allow for postage?
DPD Express Delivery - Please allow 1-2 working days for delivery from the date of dispatch.
Standard Delivery - Please allow 3-5 working days for delivery from the date of dispatch.
EU Special Delivery – Please allow up to 4-9 working days for delivery from the date of dispatch.
RoW Delivery - Please allow up to 10-14 working days for delivery from the date of dispatch.
How does 'Click & Collect' work?
Once an order has been placed this will be processed by our mail order team. Upon completion, you will receive an e-mail confirmation when your parcel is ready to be collected from your selected store. If you wish to change your ‘Click & Collect’ location or postage option please contact us on 01782 826419 or alternatively e-mail us at [email protected].
When you collect your order from the chosen location please take either of the following:
E-mail Confirmation containing Order Number or Personal Identification i.e. - Driving License, Bank Card, Student Card.
I have placed my order, what happens next?
DPD EXPRESS DELIVERY (£6.95): Once your order has been dispatched from our department, providing you have given the appropriate information, DPD will send you an email with your tracking and delivery information. Then, on the morning of delivery you will receive a confirmation email/text message that your parcel is out for delivery and will provide you with a delivery time within an hour’s window. Please note that express delivery parcels are insured and fully trackable.
STANDARD PARCEL (£4.95): Once your order has been dispatched from our department, your parcel will be sent to the shipping address provided, via our courier who aims to deliver within 3-5 working days. When placing an order with standard delivery, please note that parcels are neither insured, nor trackable externally. Therefore, if the parcel is lost, or contents of the parcel are broken upon arrival, we can’t be held accountable.
What are the differences between DPD Express delivery & Standard Parcel?
|Delivery Service||DPD Express||Standard Parcel|
|Left in a safe place||✓||✓|
I have paid for DPD Express delivery but I am yet to receive my delivery?
DPD deliver between 7am and 7pm. If your order does not arrive between these times, please contact the Mail Order Department the following day. Please be fully aware that all parcels require a signature. Therefore, a consignee must be present at the delivery address provided.
What will happen if no one is in when my Express parcel is delivered?
DPD will post a ‘while you were out’ card and will attempt to re-deliver the following day. Should you wish to have it re-delivered on a specific date, you will need to contact them to arrange this. If the courier fails to deliver on their third attempt, the parcel will be returned to sender and will result in an additional fee if you require the item re-sending out.
Can I return an item I have purchased?
If you are not completely happy with our goods or service you have the right to return your order within 30 days of receipt of your product. Under these circumstances you must return the product to us in good condition unless the item you have received is faulty. DVD's, Books, Jewellery and personalised items cannot be returned unsealed unless faulty.
How do I return an item?
Send your product(s) back to Stoke City Mail Order, Unit 17, Innovation Way, Stoke-on-Trent, ST6 4BF. Please fill in the appropriate form which would of been included in your original order and include this in your returns parcel.
All goods to be refunded/exchanged must be sent back by recorded delivery for your security as the Club will not take liability for lost parcels.
Alternatively any refunds/exchanges can be processed at either of our store locations.
If I return an item do I get a refund on my postage costs?
If you receive incorrect or damaged goods you will be required to send the goods back to Stoke City Mail Order, Unit 17, Innovation Way, Stoke-on-Trent, ST6 4BF. You will then be refunded for the cost of postage to return the item to us; your replacement goods will be posted out to you by DPD Express delivery free of charge.
If your item is an incorrect size and you wish to replace it you will be required to pay an additional £4.95 for your goods to be re-posted to you.
Unfortunately, you will not be refunded for posting your order back to us to be exchanged.
I want a name and number but I’m not sure what to have. Do the names and numbers have to be applied at the time of purchase?
Names, numbers and sleeve badges can be applied at any time after purchase. The condition for this is that the shirt must be unworn or freshly washed. Letters, numbers or sleeve badges cannot be applied if the shirt has been worn since its last wash.
If you require personalisation please refer to the printing guidelines on the Retail terms and conditions page below.
Can I return an item that has been personalised?
Items with custom printing cannot be exchanged or refunded unless the product is faulty. We accept no responsibility once a replica shirt has been printed, in the event that a player leaves the squad and/or his squad number changes, or if the League badge changes in the future.
When purchasing names, numbers or sleeve badges do they have to be applied in store or can I apply them at home myself?
The official letters, numbers and sleeve badges require extreme levels of heat and pressure to be correctly applied and therefore must be applied using the in store printing machines. They cannot be applied at home.
What are the Club Shop’s opening hours?
|Stadium Superstore||9am - 5:30pm||9am - 5:30pm||9am - 5:30pm||9am - 5:30pm||9am - 5:30pm||9am - 5pm||CLOSED|
|intu Potteries||9am - 6pm||9am - 6pm||9am - 6pm||9am- 8pm||9am - 6pm||9am- 6pm||10:30am- 4:30pm|
Opening hours will vary on certain days, such as Bank holidays and match days.
If you require further information please contact one of our stores:
Stadium Superstore Store 01782 592242
intu Potteries Store 01782 592132
Who do I contact if I have a query regarding my order?
Please e-mail [email protected] or Call 01782 826419.
Different Stock Availability
If you have selected items with different availability times then we will dispatch your order when all items are ready.
Despatching of Orders
Although we try to get all our orders dispatched on the day of order, this may not always be possible, for the following reasons:
Pre-Orders- Products on Pre-Order or products that are not in stock at the time of ordering will dispatched in the period specified on the website.
Shirt Printing- Shirts requiring personalisation for example with additional name, numbering and badges added may take an extra three days before they are ready to be dispatched.
For contractual reasons we are unable to deliver to certain locations around the world. If your country is not listed when you are entering a delivery or billing address, then we will not be able to accept your order to deliver at that address.
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. We advise that all international addresses should be checked by the client as Stoke City can not be found responsible should the parcel be delivered to the incorrect address provided.
Please note that we do ship to PO Box Addresses.
We aim to deliver all of our orders and keep failed deliveries to a minimum. If we do fail to deliver any order to you, please report this to us no later than 14 days from the date on which the order was taken by us. We will not accept responsibility for any undelivered orders which are reported to us later than 14 days after the date on which the order was taken by us.