TERMS & CONDITIONS

Where to find information about us and our products

You can find everything you need to know about Norwich City Football Club Plc (the “Club”) and our products on our website before you place an order. We also confirm the key information to you in writing after you order in a confirmation email.

If you have any questions or queries about these Terms and Conditions and/or purchasing merchandise from the Club, please e-mail us at [email protected].

Registration

You will need to either register for a OneCity account or use the “Guest Checkout” option to place an order on shop.canaries.co.uk (the “Store”). Please note that season ticket and membership discounts cannot be applied if using the Guest Checkout option or if paying via PayPal.

You must ensure that any information you provide us about yourself when using the Store is accurate, current and complete. The Club will not be liable should any items purchased from the Store not be received due to  incorrect information being provided.

If you are under 18, you must ask your parent or a guardian before you buy anything from the Store. By continuing to use the Store and any of the services offered, you are confirming that you have received the consent of your parent or a guardian. We recommend that all minors discuss these Terms and Conditions with their parents or guardians before completing the registration process.

Accepting an order

Once you have placed an order and your payment has been authorised, you will receive an e-mail confirming receipt and acceptance of your order. The contract between the Club and you for the purpose of the goods will be formed at the point payment has been authorised and the money has been debited from your credit, debit card, Gift Card or PayPal Account.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because your choice of payment is rejected, because the order placed is for a bulk order or of high value, or because we can't verify your age (where the product is age-restricted). When this happens, we let you know as soon as possible and refund any sums you have paid.

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 cancel the order. If the Club is unable to contact you, it will treat the order as cancelled. If we cancel your order and you have already paid for the goods, you will receive a full refund.

Subject to the above paragraph, prices quoted on the website are correct at time of publishing. The Club reserves the right to vary prices. All orders are subject to a delivery charge.

Discounts and Promotions

Any applicable discounts will be subject to the Club’s Discounts & Promotions terms.

We charge you when we accept your order

Upon receiving your order the Club will carry out a standard pre-authorisation check on your means of payment to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your order shall be accepted once your card has been debited. You will own your product once we have received payment in full.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as unprecedented demand, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us by email at [email protected] to end the contract and receive a refund for any products you have paid for, but not received.

Products can vary slightly from their pictures

The items shown on the Store are as close as possible to how they look in real life. The reproduction of colours is as accurate as photographic and computing processes will allow. Different computer monitors have different settings which may make colours appear differently and therefore we accept no responsibility for differences in colour or style.

You're responsible for making sure any personalisation is correct

If we're supplying a product with any personalisation requested by you – e.g. names, numbers and badges on a replica kit – you are responsible for making sure the requested personalisation is correct. As per the printing disclaimer displayed at the checkout, orders containing personalisation may require additional working days to be dispatched.

With regards to replica kits and personalisations, please be aware that sizing may vary from previous replica kits.

Items with custom printing or other personalisation cannot be refunded unless the product is faulty (this does not affect your statutory rights). The Club does not accept liability for any changes to player number/name due to transfers or a player deciding to change number/name, leave the club or retire.

Using the size guide provided when placing your order, please ensure you obtain the correct size before printing as we are unable to refund/exchange after either EFL or Norwich Weave letters/numbers/Championship sleeve badge/sleeve sponsor badge have been applied to personalise your item.

We reserve the right to refuse to print shirts/shorts that we deem could be seen as offensive or abusive. If your desired personalisation could be deemed as offensive or abusive, your full order will be cancelled, and a refund will be issued.

We do not stock accents in Norwich Weave font. If selecting Norwich Weave font and a selected player name or entered own name includes an accent, the accent will not be applied when personalising your item.

Please note that the back of shirt personalisation imagery is for illustrative purposes only, and the letters and numbers may not be to scale.

If you bought online, you have a legal right to change your mind

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs if cancelled prior to dispatch. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for:

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them, for example any underwear products;
• goods that are made to your specifications or are clearly personalised, including using our printing services; and
• any other goods specified in our Delivery & Returns conditions as being exceptions to returns.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the date of delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

Click & Collect

You can place your order online and collect from our Carrow Road store. Orders placed by 2.00pm Monday to Friday, will be available to collect from 11.00am the next working day from our Carrow Road store (excluding weekends and bank holidays). Orders consisting of an item with printing may require additional 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 confirming that 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, the customer name your order was placed under, and to sign for the order. To avoid disappointment, please do not attempt to collect your order until you have received an email stating that your order is ready for collection. The £2 click and collect charge is non-refundable.

Returns. For all information relating to returns visit, our Delivery & Returns terms.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must either bring it into one of our stores or contact [email protected]. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

If your goods arrive faulty, please refer to our Delivery & Returns page for further information.

Online exclusive items. All online exclusive items are fulfilled by third party suppliers.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply if a suspension affects the product(s) you have purchased, unless the problem is urgent or an emergency. If we suspend supply to the relevant product(s), or tell you we're going to suspend supply, for more than 30 days you can contact us at [email protected] to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products

We can stop providing a product. We let you know as soon as practicable, and we refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you

In addition to anything else set out in this contract, we can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

• you don't make any payment to us when it's due;
• you don't, within a reasonable time of us asking for it, provide us with information or cooperation that we need to provide the product, for example, any information or detail relating to the personalisation of an item;
• you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us; or
• we reasonably believe activities, or attempted activities, of fraud have occurred (for example, in the event multiple orders using multiple bank cards are placed by the same individual).

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use, including any instructions relating to the washing of items.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice.

Complaints and comments

You have several options for resolving disputes with us, but in the first instance we ask that you please contact the Club via the Complaints Section.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.