Merchandise Terms and Conditions


Norwich City Football Club Plc (the "Club") Online Merchandise purchase Terms and Conditions


You can shop online, by phone, fax or post and remember every penny you spend goes directly to the Club.

Thank you for your support.

If you have any questions or queries about these Terms and Conditions and/or shopping online, please see our Help Section, or alternatively contact us by telephone on 01603 721902 or e-mail us at

Christmas Exchange Policy

Items purchased online/instore from the 20th October 2018 can be exchanged for either Gift Vouchers or Product/s to the same value in either of our two retail outlets (Carrow Road & intuChapelfield) until the 22nd January 2019.

Full Refunds will only be given on products returned within 28 days of purchase date and with a valid receipt.

All items must be in a re-saleable condition & with proof of purchase.

Exclusions Apply – normal returns policy applies to the following products Personalised shirts, Jewellery, Underwear, Lottery Products and Gift Vouchers.

Our Contract

Once you have placed an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email is only an acknowledgement and does not constitute acceptance of your order. A contract between the Club and You for the purchase of the goods will not be formed until payment has been approved by the Club and the money has been debited from your credit or debit card.

Pricing and Availability

The Club will endeavour to ensure that all details, descriptions and prices which appear on this website are accurate, however, errors may occur. If the Club discovers an error in the price of any goods which you have ordered it will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If the Club is unable to contact you it will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Where applicable, prices are inclusive of VAT.

Subject to the above paragraph, prices quoted on the website are correct at time of publishing. The Club reserves the right to vary prices due to changes in VAT or any other circumstances which may be beyond its control. All orders are subject to a delivery charge.


Upon receiving your order the Club will carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once the order has been accepted.

UK Delivery

Our UK Next Day and UK Standard (3-5 working days) postage services are delivery targets from our courier, Royal Mail. The UK Next Day and Standard services are therefore not guaranteed. If a UK Next Day parcel is received 3-5 full working days after the date of dispatch , a refund of the difference between the UK Next Day and UK Standard delivery charge will be refunded by the Club. A refund for the full charge amount will be processed by the Club if a parcel sent on either a UK Next Day or UK Standard service and is received by the customer five or more full working days after the date of purchase.

Refunds and Exchange

If for any reason you are unhappy with your purchase, return it to the Club within 28 days of receipt in an unworn/unused condition for a full refund and exchange. The Club is unable to exchange or refund customised / printed shirts or accept responsibility if a player leaves the Club or changes his squad number. Personalised shirts may only be returned if faulty; unsuitable sizes cannot be returned.

DVDs, videos, underwear, swimwear, pierced jewellery, video games and items specially manufactured to your order can only be refunded or exchanged if the goods returned have been deemed to be faulty.

The Club would advise that you send any goods you return by recorded delivery, as the Club cannot accept any responsibility for items lost in the post. Postal charges are the responsibility of the customer unless the goods returned are faulty. Postal charges for the return of exchanges are charged as shown in the Help section; every effort is made to ensure that product prices, description and carriage charges outlined are correct.

For full Refunds and Exchange information please see the Help section

Cancellation of Order

You may cancel your order for goods at any time up to the fourteenth working day after you receive the goods, unless your goods have been personalised in anyway. You do not need to give a reason for cancelling your order and you can cancel orders by sending an email to Once you have notified the Club that you are cancelling your order, any sum debited from your credit card will be re-credited once the Club has received the goods into its returns department, and, in any event, within 30 days of the cancellation, provided you return the goods in the original condition. The Club, will make any other refunds by cheque.

For information on how to return your cancelled order please see the Help section

Stock Availability

Occasionally some items may be temporarily out of stock or sold out due to unprecedented demand. Where possible these items will be removed from the website and where possible the Club will offer alternative items on customer approval. If this is not possible, the Club will place out of stock items on back order and it will follow as soon as possible on a separate delivery. Customers can choose to accept a partially complete order at the time of checkout. If any items are likely to take more than three weeks to deliver the Club will contact the customer to check with whether they wish to proceed with the order. If any items have been discontinued we will endeavour to offer an alternative wherever possible.

Click & Collect

Please be advised we aim to deliver click and collect orders to your selected store as soon as possible, however, it can take up to two working days for your order to be ready to collect after this has been placed.

Additionally, please further be advised you will receive two emails from us prior to your order being ready for collection. One will confirm the dispatch of your order from our warehouse and the second email will confirm that your order has been transferred to your selected store and is therefore ready to be collected.

Finally, please ensure that when visiting the store to collect your order you have both confirmation of the order number and also the name of the person the order was placed by.


No discount is given on shirt printing services, gift vouchers or any other items stated on Sale items will not be subject to any additional discount.

A discount of 10% is available to season ticket holders on any spend of £20 or more. Members can claim 5% off any spend of £20 or more. You must quote your relevant season ticket/membership number when ordering. 

Waste Electrical Electronic Equipment (WEEE) recycling

The Club is committed to reducing landfill produced by unwanted electrical and electronic equipment and provides its customers with a free recycling service for all such items. For further information please see our WEEE policy

Flag Policy

Norwich City Football Club reserves the right to confiscate flags if they are very large or may compromise public safety, obscure someone’s view, a camera position or if a flag carries offensive, discriminatory or inflammatory messaging.

Flags more than 250cm in size at their widest or longest section will not be allowed and flagpoles greater than 1m in length will not allowed.

Any articles that could potentially be used as a weapon and/or compromise public safety are strictly prohibited.

Permission must be sought in advance from the stadium to arrange use of the very large supporter flags that are designed to be passed over people's heads. In such cases the flag must be flame retardant and the organiser bringing the flag into the stadium will need to provide the appropriate H&S certification.