MERCHANDISE TERMS & CONDITIONS

NORWICH CITY FOOTBALL CLUB

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

General

You can shop online and by phone. 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 (Option 5: Retail, then Option 1: Mail order), or e-mail us at [email protected]

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, debit card, Gift Card or PayPal Account .

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.

Payment

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.

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 [email protected]. 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

Personalised bricks can be amended or cancelled up to 14 days from the date of receiving the e-certificate detailing your purchase.

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.

Online exclusive items

All online exclusive items are managed by third party suppliers, any returns or refunds are managed by the third party supplier. Return information will be provided with the item.

Click & Collect - Carrow Road store

Place your order online and collect from our Carrow Road store. Orders placed by 2.00pm Monday - Friday, will be available to collect from 11.00am the next working day from our Carrow Road store (Excludes weekends and bank holidays). Please note: As per the printing disclaimer, orders consisting of an item with printing may require up to an additional 6 working days to be dispatched.

Once you have placed your order, you will receive an order confirmation email. You will then receive a second email from us (Dispatch email) once your order has arrived in our Carrow Road store and is ready for collection. When collecting your order, you will be required to provide your order number, customer name your order was placed under, and to sign for this. To avoid disappointment, please do not attempt to collect your order until you have received the dispatch email stating that your order is ready for collection.

All orders must be collected within 14 days of arriving in store. If you have not collected your order within this timeframe, your order will be returned to our warehouse and the products refunded in line with our returns policy. The £2 click and collect charge is non-refundable. Please allow up to 5 working days for your uncollected parcel to be returned to our warehouse, and for a refund to then be arranged. If the products purchased are unable to be returned in line with our returns policy, we will be in contact with you.

If placing an order for an item which is available to be purchased on a pre-order basis, please note that your order will be processed and dispatched to store for collection as soon as possible once the stock has been delivered to us. The expected delivery timeframe will be displayed on the product page.

Please note, as standard all orders will be in Norwich City Football Club branded packaging, however larger items/orders may not. 

Discounts

No discount is given on shirt printing services, personalised bricks, gift vouchers/gift cards, postage costs, programmes or any other items stated on our website. Sale items/promotions will not be subject to any additional discount.

Men’s Team Season Ticket holders: A discount of 10% is available to Men’s team season ticket holders on a spend of £20 or more on full price applicable items.

Women’s Team Season Ticket holders: A discount of 5% is available to Women’s Team season ticket holders on a spend of £20 or more on full price applicable items.

Member: A discount of 5% is available to all members on a spend of £20 or more on full price applicable items.

Please note, no discounts are able to be applied when using guest checkout or PayPal.

Official Licensed Products: Men’s Team Season Ticket holder discount, Women’s Team Season Ticket holder discount, Member discount, or any other promotion offered by Norwich City Football Club are not applicable on our Official Licensees websites or in their stores. Discounts or promotions offered by our Official Licensees on their websites are not applicable on shop.canaries.co.uk or in our stores.

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.

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