Returns & Exchanges
If you are not completely happy with your purchase and would like to exchange the item/s we will change the products, with the exception of the following items: Personalised goods, books, DVD’s, magazines/programmes and jewellery such as earrings and belly bars for hygiene reasons.
Refunds/Exchanges will be given on items that are new and unused, which are sent back to us with proof of purchase within 30 days from the date of purchase. 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. All parcels must be sent back to Stoke City Mail Order, Unit 17, Innovation Way, Stoke-on-Trent, Staffordshire, ST6 4BF, United Kingdom.
Alternatively any refunds or exchanges can be processed at either of our store locations.
If we feel the items returned to us are not of re-sellable condition, we reserve the right to refuse the refund.
Missing parcels or damaged goods must be reported within 72 hours of receipt, to report a missing package please contact our mail order team on 01782 826419 or contact [email protected].
With a missing parcel we will then provide you with the tracking reference number to trace the parcel, if the goods have left our facility the issue must be taken up with the delivery service.