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RETURNS & REFUNDS

Can I return an item?

You may return any item* within 28 days in its original condition for a full refund of the price you paid for the item, providing you have the proof of purchase for this. 

*Once an item has been personalised by a name/number/sleeve badge being applied, we will not offer a refund or exchange unless the item is faulty. The same applies if a player leaves the Club or changes his squad number during his time at the Club.

How do I return an item?

You are able to return an item for a refund in our Carrow Road store, or by posting this to us.

To return an item by post:

  1. Wrap the item(s) securely in a suitable envelope or packet
  2. Fully complete and enclose the returns slip (it is essential you complete the returns slip correctly and include your order number and name). If you no longer have this slip, please contact us at mailorder@canaries.co.uk where we can email a copy of this to you.

Post the item by recorded delivery* to the following address:

Mail Order Department
Norwich City Football Club
Carrow Road
Norwich
NR1 1JE
United Kingdom

*For your protection, the Club recommends that you use a recorded delivery service as we cannot be held responsible for goods not received

Please allow up to 14 working days for this to be processed.

Can I exchange an item?

We are unable to exchange an item. Any unwanted item(s) will need to be returned to the Club in line with our returns policy and a refund for the item(s) processed upon receipt to the Club. Any new items will require a new order to be placed via shop.canaries.co.uk or with a member of the customer services team on 01603 721902 (Option 5: Retail, then Option 1: Mail order).

Which UK delivery option should I choose?

Our UK Express (1-2 working days) and UK Standard (3-5 working days) postage services are delivery targets from our courier, Royal Mail. The UK Express and Standard services are therefore not guaranteed. Our only guaranteed delivery service is the UK Guaranteed Next Day by 1PM service. In the unlikely event that an item does not arrive within this time frame from the date of dispatch*, a full refund (£15.00) will be processed by the Club. If a UK Express parcel is received 3-5 full working days after the date of dispatch*, a partial refund of the difference between the UK Express and UK Standard delivery charge (£2.50) will be refunded by the Club. A refund for the full charge amount (£7.50) will only be processed by the Club if a parcel sent on a UK Express service is received by the customer five or more full working days after the date of dispatch. A full refund for the full UK Standard charge amount (£5.00) will only be processed by the Club if a is received by the customer ten or more full working days after the date dispatch*. Royal Mail electronic records will be used to determine all delivery dates and times and will not be disputed by the Club or our customers.

* Orders must be placed before 13:00 GMT for same day dispatch and we are unable to dispatch on weekends or bank holidays.

What should I do if I receive the wrong item or if an item is broken or faulty?

Wrong item: In the unlikely event we send you the wrong product, please contact us at mailorder@canaries.co.uk or on 01603 721902 (Option 5: Retail, then Option 1: Mail order), where we are able to provide you with a link to print a free returns postage label. Please enclose your fully completed returns slip along with the item, and post this to us as per the instructions on the label. As soon as we have receive the returned item(s) we will dispatch the correct product to you.

Broken/faulty item: In the unlikely event that an item arrives with you broken/faulty, please email us at mailorder@canaries.co.uk with an image showing the fault/damage and details of your order number/proof of purchase if purchased in one of our stores. Once we have received this image, we will then contact you as soon as possible regarding your query. 

Exceptions to this policy:

  1. 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.
  2. Once a name or number has been printed on a shirt we will not offer a refund or exchange unless the shirt is faulty. The same applies if a player leaves the club or changes his squad number during his time at the club.
  3. A refund or exchange will be permitted if a garment is faulty.
  4. All return and re-shipping charges are the customer's liability.
  5. We will refund shipping costs if there is a fault with the product. However, we cannot accept responsibility for return or re-shipping costs incurred when returning non-faulty items.
  6. All items should be unworn and unused.

Please note. For your protection the Club recommends that you use a recorded delivery service as we cannot be held responsible for goods not received. For items of jewellery, please note that the Royal Mail does not transport such items through their recorded delivery service and we recommend that you use an equivalent alternative service.

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