FAQ's

• How do I place an order?

  When you have found the item(s) you wish to purchase, please follow the instructions below:

  1. Select the correct colour/size for the item(s) (where applicable) from those in stock;

  2. Select add to bag - Once added choose to continue shopping or view bag;

  3. Read the Terms and Conditions;

  4. Click the 'Proceed to checkout' button or 'checkout with PayPal'. If choosing proceed to checkout, you can login/register to your OneCity account or checkout as a guest. If choosing to checkout with PayPal please note you will need to log into your PayPal account, and amend your billing/delivery details if required through PayPal;

  5. Check that the items in your basket are the items you want to order; and

  6. Check your billing address, select your delivery destination and preferred method. After completing this, proceed to the secure checkout.

• How do I receive season ticket or membership discount when purchasing online?

  To obtain your Season Ticket or Membership discount you must sign in to shop.canaries.co.uk using your OneCity account. Any discounts that you are entitled to receive will be deducted automatically from the cost of your order at checkout when purchasing.

  Please click here for further information about Season Ticket or Membership discount.

• Can I amend an order once placed?

  Once an order has been placed, you cannot add any further items to the order or amend the items purchased. If you would instead like to cancel an order, please contact us as soon as possible by using the contact us form here or by emailing [email protected]. Please include your order reference number when contacting us. Once received, a member of our customer services team will contact you as soon as possible. 

• There is not a size guide for the item I would like to purchase, are you able to provide sizing information?

  We try to provide size guides for as many items of clothing as possible. If information for an item you would like to purchase isn’t on our website, please email [email protected] with the product name and the sizes you would like measurements for, and where available we will provide this information for you as soon as possible.