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


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.


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

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 three full working days for your order to be ready to collect after this has been placed. You will receive a confirmation e-mail when your order is placed and then a second e-mail will be sent from the Club when your item is ready to be collected from your selected store. Please do not attempt to collect your item before you receive this second e-mail informing you that the order is ready to collect.

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, Poppy pin badge 2021, 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.

A discount of 10% is available to season ticket holders on any spend of £20 or more. Members/junior members can claim 5% off any spend of £20 or more. Please note, no discounts are able to be applied when using guest check out or PayPal.

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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