RETURNS & REFUNDS

Can I return an item?

You may return any item* within 28 days from the date of purchase for a refund of the price you paid for the item, providing you have the proof of purchase for this and it is still in its original condition as purchased.

We are unable to process exchanges through our online store. 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 further desired items will require a new order to be placed.

*Exceptions to this policy:

  1. Face masks, face covers, neck warmer, DVDs, 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 an item has been personalised by letters/numbers/league badges being applied, we will not offer a refund or exchange unless the item is deemed to be 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/product is deemed to be 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, with tags attached/in original packaging. Hooded snood can only be returned to us in its original unworn condition, with unopened packaging and the tags applied.
  7. We are unable to accept returns on auction items, however this does not affect your statutory rights that goods must be of satisfactory quality, fit for purpose and as described.

How do I return an item?

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

To return an item in our Carrow Road store or Fan Hub Store:

Ensure when visiting the store with the item that you provide your order form for the purchase to the store, alongside the correct original payment card used when purchasing for your refund to be able to be processed.

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 [email protected] 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 returns to be processed once received to us.

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 [email protected] 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 [email protected] 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.  

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