Placing Orders:

Stock Availability:

Delivery and Shipping:

Gift Vouchers and Promotion Codes

Payments

Returns and Refunds

Contact Us


My Account – To Complete



Placing Orders:

How do I place an order?

Once you have navigated through the site and found an item you are interested in please follow the instructions below:

  1. Make sure the colour you have selected is correct (if multiple colours are available)
  2. Select the correct size for the item (if applicable)
  3. Add any personalised options (if applicable)
  4. Enter your desired quantity
  5. Click ‘Add to Basket’ icon – these items will be added to your basket and the total basket amount will increase (see top left of page for basket)
  6. Continue shopping
  7. Once everything you require is added to your basket please check the items in your basket are correct then select ‘Checkout’


    8. If you are a new customer (Create an account):

    1. Enter your email address.
    2. Create a password.
    3. Confirm your password.
    4. Click the 'Submit' button.
    5. Enter your name and billing address (this is the address where your bills are sent to).
    6. Enter your delivery address.
    7. Click the 'Submit' button.
    8. Select your delivery option (Home or Store Collection and preferred pickup time).
    9. Enter your payment details.
    10. Click the 'Submit' button.

    Existing customer:

    1. Enter your email address and your password and click ‘Login’ (if you are not already logged in).
    2. Select your delivery option (Home or Store Collection and preferred pickup time).
    3. Enter your payment details.
    4. Click the 'Submit' button.

If you are having any problems ordering online please get in touch with us via email shop@city-clubshop.co.uk or if you prefer please contact us via telephone 01904 624447


Can I order via telephone?

If you prefer to order over the phone please follow the simple instructions below.

Simply Call: 01904 624447

Calls to this number via a landline will be charged at your normal landline rate, calls from your mobile will vary between mobile networks. Before contacting us please make sure:

  1. You have what you wish to order written down with either the item description or item product code (found on each product page) with the colour and size you require.
  2. You have your payments details ready to hand.

Please remember if you wish the order to be delivered to your home a delivery charge will be added in line with our delivery rates. Please click here to view delivery rates


How do I use the Search and Filter options?

Search:

To search for an item, please enter what type of item you looking for in to the search box at the top of the page, then click the search icon. This will then populate all the items which match or are related to the search word you used.

Filter:

While navigating through the departments on the website you will notice a Filter bar appear on the left side of the site, these options will allow you to refine your search from within the department. These options will include filters like colour, size, category and price. These filters should help you find what you are looking for quicker.


Size Chart.

Click here to view.

On product pages that feature items of clothing you can find a link to a sizing chart (located under the size options). As different manufacturers have slight variations in their sizes our charts should only be used as a rough guide. If you order an item and the size is incorrect please see our returns policy for details on how these can be retuned or exchanged.


Stock Availability:

What happens if an item is out of stock?

Whilst we make every effort to ensure all items on the online store are always in stock, occasionally some items will be temporarily out of stock, or items in high demand could sell out before the website stock level is updated. On most product pages, if the item you have selected is out of stock and available to be re ordered, you will see ‘email me when back in stock' (this will appear greyed out until you select the size you wish to be informed about on clothing items). When you click on the ‘email me when back in stock’ icon:

  1. An input box will appear below the list
  2. Enter your email address
  3. Press the 'Submit' button
  4. When the item is back in stock, an email will be sent to you.

If we cannot get any more stock.

If you order an item which appears to be available to be ordered online but then is out of stock when we come to despatch your order (this generally happens with high demand items or during busy periods) we will contact you at the earliest time via email (or telephone if provided) to inform you that:

  1. The item is out of stock and if available to re order, would you like to wait for the stock to be replenished. If you do not wish to wait we will of course refund the price of the out of stock item back to your payment card.
  2. The item is out of stock and we will not be replenishing the stock. We will then offer any recommended alternatives and if nothing is suitable the price of the out of stock item will be refunded back to your payment card.

Delivery and Shipping:

What are the Delivery Options (United Kingdom)?

All orders to be delivered within the United Kingdom are sent via Royal Mail 1st Class Recorded (a signature will be required). Delivery rates begin at £4.50 and increase by 50p per item added to the basket after the first item. Please allow 2 working days for your order to be picked and despatched you should then receive your order within 3 working days from date of despatch but please allow 15 working days for Royal Mail to deliver before contacting us. Please check your local sorting office before contacting us regarding non delivery as we will ask for this before continuing. Please for items and reasons that could affect these times.

If you are not available when the order is attempted to be delivered you should receive a card stating the attempted delivery and directions to your local sorting office.

Unfortunately we cannot offer an option to leave the parcel in a safe place at your delivery address. If you are unsure that you will be available to take delivery and would rather not to collect from your local sorting office please select an appropriate delivery address (e.g. Work or Friends address).


What are the Delivery Options (Europe and ROW)?

All orders to be delivered to Europe and the ROW are sent via Royal Mail AirSure (a signature will be required). Delivery rates begin at £10.00 (Europe) and £15.00 (ROW) and increase by £1 per item (Europe) and £2 per item (ROW) added to the basket after the first item. Please allow 2 working days for your order to be picked and despatched. Delivery times from country to country will differ, we expect around 10 working days from despatch for orders delivered to Europe and 15 working day from despatch for orders delivered to ROW. Please for items and reasons that could affect these times.

Non Shirt Printing Personalisation Items.

Unfortunately we are unable to allow non-shirt printing personalisation items to be delivered outside of the United Kingdom.

Additional charges for overseas delivery.

Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance must be paid 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.

Non-Shippable Addresses

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 to that address.


Can I order online and pickup from store?

Yes. If you wish to order online but then collect from store this option will be available on the delivery option screen during check out. You will be able to select a preferred date of collection as this will help the staff to have your order ready for when you arrive. Your payment will still be taken on completion of the online order.

When you pick up the order please bring a copy of your email acknowledgement, if you fail to produce this we may refuse to release the order. If any of the items aren’t as you expected or are wrong sizes, any refunds for these items bought online must then be refunded online to the payment card used and cannot be given in store. If orders are not picked up on the date selected, we will hold the order for a further 5 days, if the order has not be collected by this date or if you have not been in contact to rearrange a new collection date, the order will be returned to stock and a refund will be given (not including any items that have personalisation included).

Deliveries charges will not be added to collection orders.


Heavier Items and Restrictions

Due to the weight of some items available on the online store we may have to add a postage surcharge to the delivery charge. This charge will be stated in the item description and then added once the delivery location is selected. Heavier items may also mean that they are unable to be shipped outside of the United Kingdom. This charge is non-refundable.


Are all goods despatched on the day I order?

We try to get all our orders despatched within a working day of the order being placed. However, this may not always be possible for the following reasons:

  • Pre-orders Products: Please see below.
  • Shirt printing: Shirts requiring personalisation (for example with additional name, numbering and badges added) may take to up an extra 3 working days before they are ready to be despatched.
  • Non shirt printing personalisation: Please see below.

I've ordered multiple items, some of which are on Pre-Order. When will these be delivered?

If you have selected multiple items, some of which are currently in the pre order phase (usually only for Replica Kit items) then we will despatch your order when all the items are ready. If you wish to receive some items quicker than the pre order item then you will need to order them separately.


I’ve ordered personalised items (Non Shirt Printing). When will these be delivered?

If you have ordered items which you have entered details for personalisation (Non Shirt Printing) then the required details for those items will be passed onto our supplier directly (Usually overnight). These items will then be despatched directly from the supplier so will come as a separate delivery to other items you may have ordered at the same time. You should also receive an email confirmation from the supplier instructing that your order has been despatched.

Although between ourselves and our supplier we try to get your personalised order out as soon as possible. Please allow up to 10 working days for these items to arrive from the date of the email confirmation from the supplier as we are unable to file a missing parcel with the supplier until this period has passed. To also aid us and save time can you please check your local sorting office as this question will also be asked from us.

For any delivery and shipping questions please contact us


Gift Vouchers and Promotion Codes:

Gift Vouchers

Gift Vouchers are available to buy online. However they are only redeemable in store so please make sure the recipient of the gift vouchers are able to get to the club shop. Gift Vouchers have a 6 month expiry from the date of issue (Date will be printed on the Gift Voucher). Other Terms and Conditions apply please see reverse of gift voucher once you receive them.


Promotion Codes

Online promotion codes may be available or sent to you from time to time; when you have a valid promotion code the following terms and conditions apply:

  • When more than one promotion is running at the same time – the highest value offer only will be valid. Not in conjunction with any other offer.
  • Discounts will only be available on order values over the amount stated in the offer.
  • Discounts may not apply to Sale Items.
  • Discounts are only valid between the dates advertised.
  • Discounts are only redeemable for purchases made on the online store.
  • Discounts are not refundable.
  • Only one discount may be used per customer per transaction.
  • We reserve the right to end any Discounts at any time including prior to the advertised end date without notice.

Payments:

Which payment cards do you accept

We currently accept the following credit cards:

  • Visa Credit
  • Visa Debit
  • MasterCard Credit
  • MasterCard Debit
  • Visa Electron
  • Maestro

We do not accept American Express online or in our stores.


How long does it take for the transaction to go through?

After you have confirmed your purchase we make an immediate connection to our Payment Gateway and to our Bank to verify the card and amount so that authorisation is given before we complete the order. If your payment card has Verified by Visa (Visa) or Secure Code (MasterCard) setup you will then be directed to enter your password; this is added security and helps to stop fraudulent/ unauthorised payments being made on your card.

Once the order is complete you will receive an email acknowledgement containing your details, order details and order number. Please use this number for any future correspondence with us.

If you are having problems completing your order or payment (before the security password prompt) please contact us and we will try to solve any problems.


When will my payment card be charged?

All payments are authorised and taken at the point of placing the order.


Where can I find my payment card security number (CVV)?

Your credit/debit card security number is a 3 digit number which can be found on the far right side of the signature strip on the back of your card. This 3 digit number is unique to your card and gives you extra protection against fraud.


Returns and Refunds:

Can I return an item?

You may return an item for a refund within 28 days of receipt in a new and unused condition and in its original packaging.Refund of postage will not be given unless the item(s) are returned due them being found faulty.

Any items which have shirt printing or any other form of personalisation included in the product cannot be returned for a refund unless the item is faulty or delivered broken. If the item is deemed to be faulty you must contact us within 7 days of delivery to inform us of the fault and depending on the product, you will be instructed what to do next. A refund also cannot be given if a player leaves the club or their squad number changes for any personalisation products you may have bought.

Refund for socks cannot be given unless they are returned in an unused and unopened packing.

We have the right to refuse to offer a refund if we feel that the product has been mistreated or used outside of its main purpose.


How do I return or exchange an item?

To return or exchange an item by post:

  • Wrap the item(s) securely in a suitable envelope or packet
  • Complete and enclose the returns slip that can be found in ‘My Account’ -> ‘My Orders’ and next to the order number which the items you are retuning are part of there will be a link to print a returns form (it is essential you complete the returns slip correctly or we may not be able to provide a refund).
  • Post the item by recorded delivery* to the shop address:

*For your protection we recommend that you use a recorded delivery service as we cannot be held responsible for goods not received.

Please allow up to 5 working days for this to be processed from the date we receive the item(s) back.

Can you please include your Order Number (found on your email acknowledgement) with any correspondence between yourself and the club store.

You can also bring any faulty items to the club shop, where exchanges can be done in person, during our opening hours (if stock of the new product is available). If a refund is required for any online orders the refund must be given via our online system and the refund will be refunded back to the payment card used for the online transaction.


I bought an item for a Christmas present, how long do I have to return the item

Any orders received between 1st November and the 10th December of any given calendar year have until the 10th January of the following calendar year to return any items, normal returns and refunds conditions apply. Any orders after the 10th December will then fall in to the normal 28 days returns policy and conditions.


Contact Us:

To contact us via post:

York City FC Club Shop
Bootham Crescent
York
YO30 7AQ
To contact us via email: shop@city-clubshop.co.uk
To contact us via telephone: 01904 624447
Opening Times: MON-WED & FRI
10:30am - 2:30pm

THURS
11:30am - 5:30pm

WEEKEND MATCHDAYS
2 Hours Prior to Kickoff and 1 Hour after final whistle