FAQs

Returns

Q. How do I return my order?
A. You can read more information on how to return orders by clicking on this page:https://shop.cpfc.co.uk/page/returns

Q. If I have ordered a shirt with personalisation can this be returned?
A. No, unfortunately, we have made it clear in our terms and conditions of sale that personalised shirts can not be returned for exchange or refund.

Q. Can I exchange my item for a different size?
A. Yes, if your item is not personalised then you can exchange it for a different size subject to availability and our terms and conditions. Please read our returns page for more information.

Q. My item arrived damaged, what do I need to do now?
A. Sorry to hear that your order has arrived like this. Please email shop@cpfc.co.uk with your order number, a description of the issue and photographs of the item, as well as your order invoice. A member of the team will review and get back to you as soon as they can.

Orders

Q. Can I add items to my order if already placed?
A. No, unfortunately, we do not hold card details so you will either need to request cancellation of your existing order or place a new one.

Q. I haven't received an order confirmation email.
A. Please check your spam/junk folder as it might be in there. If it isn't then please contact us with your full name, delivery postcode and, if available, your order number, so we can look on the system.

Q. I have just received my tracking link but the reference isn't working?
A. Please allow up to 24 hours for the reference number to work as it needs to be updated by Royal Mail. This can sometimes be longer during busy seasons.

Click and Collect

Q. How can I click and collect?
A. You can choose collection once you're on the 'Review' page of your shopping basket. Under 'Delivery Options' you will see a little box icon where you can click 'Collect from a store' (underneath your delivery address). Here you can then select your delivery method, either collect from a store or deliver to your address. Press continue to action this.

Q. How many days do I have to collect my order?
A. You have up to 30 days to collect your order, if it hasn't been collected by then we will refund non-personalised items.

Delivery

Q. How long will it take to receive my order?

A. Orders are usually processed within 3 working days before being dispatched. Delivery times will vary depending on your selected delivery method and destination. Please see our Delivery Information page for full details.

Q. How can I track my order?
A. Once your order has been dispatched, you will receive a dispatch confirmation email containing a tracking link. Please allow up to 24 hours for the tracking information to become available.

Q. Do you deliver internationally?
A. Yes, we deliver to many countries worldwide. International delivery costs and estimated delivery times are calculated during checkout. Please see our Delivery Information page for more information.

Q. Can I change my delivery address after placing my order?
A. Please contact us as soon as possible. While we will do our best to help, we cannot guarantee that delivery details can be changed once an order has been processed.

Q. Why hasn't my order arrived yet?
A. Please check your tracking information first. If your estimated delivery date has passed and your tracking has not updated, please contact us with your order number and we'll be happy to help.

Personalised Products

Q. Can I return a personalised item?
A. Personalised products cannot be returned or exchanged unless they are faulty or have been delivered damaged.

Q. Can I amend or cancel my personalised order?
A. Once production of a personalised item has begun, we are unable to amend or cancel the order.

Q. What happens if I enter the wrong name or number?
A. Please ensure all personalisation details are entered correctly before placing your order. We cannot accept responsibility for spelling mistakes or incorrect personalisation provided during the ordering process.

Q. What if my personalised item arrives damaged?
A. Please contact us within 7 days of delivery, providing your order number, photographs of the item and details of the issue. A member of our team will review your request and advise on the next steps.

Gift Cards

Q. Where can I use my Gift Card?
A. Gift Cards can be redeemed online and in Crystal Palace FC retail stores on merchandise purchases only.

Q. How can I check my Gift Card balance?
A. Please contact the Club Shop by email or telephone and a member of the team will be happy to check your remaining balance.

Q. Can I use more than one Gift Card on an order?
A. Please refer to the Gift Card Terms & Conditions or contact our Customer Service team if you require assistance.

Q. Can I return a Gift Card?
A. Gift Cards cannot be refunded or exchanged for cash.

Q. Do Gift Cards expire?
A. Gift Cards will expire 2 years from the date of issue.

Payments

Q. Which payment methods do you accept?
A. We accept a range of payment methods, including major debit and credit cards. Available payment options will be displayed during checkout.

Q. When will I be charged?
A. Payment is taken when you place your order.

Q. Why has my payment been declined?
A. If your payment has been declined, please check your card details and contact your card issuer if necessary. Alternatively, you may wish to try another payment method.

Q. Is it safe to pay online?
A. Yes. All online payments are processed securely using encrypted payment technology to help protect your personal information.

Membership Discounts

Q. How do I receive my membership discount?
A. Simply sign in to your account before completing your purchase. Eligible discounts will be applied automatically where applicable.

Q. Which products are excluded from membership discounts?
A. Membership discounts are not available on selected products including sale items, programmes, books, gift cards and charitable products unless otherwise stated.

Q. Can I use my membership discount with another promotion?
A. No. Membership discounts cannot normally be used in conjunction with any other offer or promotional code.

Q. My membership discount hasn't been applied.
A. Please ensure you are signed into the correct account linked to your membership. If the problem continues, please contact us before placing your order.

My Account

Q. Do I need to create an account to place an order?
A. No. You may be able to checkout as a guest, although creating an account allows you to view your order history and manage your details more easily. (Update this answer if the Shopify setup requires customer accounts.)

Q. I have forgotten my password.
A. Click the "Forgot Password" link on the login page and follow the instructions to reset your password.

Q. How can I update my address or contact details?
A. Sign in to your account and update your details within the Account section.

Q. Where can I view my previous orders?
A. Once signed in to your account, you can view your previous orders within the Order History section.