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DELIVERY AND RETURNS
Quick links:
Delivery
Orders will be dispatched within two working days of your order being placed, save that any orders including an item which requires printing may take additional working days to be dispatched from our warehouse.
We are unable to dispatch orders on weekends or bank holidays.
Most orders will be delivered in Norwich City Football Club branded packaging, but larger items/orders may not. Products purchased on a pre-order basis will be dispatched according to the expected time/date specified on the website when placing your order. Please note that expected delivery dates are not guaranteed and may be delayed. We will endeavour to keep you updated on any changes or potential delays to the delivery of pre-order items.
After placing an order with us:
A confirmation email containing your order details will be sent automatically following the processing of your order and payment. Once your order has been processed and dispatched, you will also receive a further email from us that will include tracking information.
UK delivery
All UK orders are dispatched using Evri.
|
UK Delivery Option |
Estimated Delivery Times |
Cost |
|
Standard Delivery |
2 – 3 working days from the date of dispatch. |
£4.00 |
International delivery
International orders are dispatched using Royal Mail (either tracked or tracked & signed), before being transferred to your local postal company for delivery.
Any customs or import duties are applied once the package reaches its destination country. Any such charges must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. We recommend that you contact your local customs office for further information.
If your order exceeds Royal Mail’s sizing restrictions, it may be dispatched in more than one parcel, in line with Royal Mail’s restrictions.
|
International Delivery Options |
Estimated Delivery Times |
Cost |
|
Europe - International Tracked |
5 working days delivery from the date of dispatch, subject to customs clearance. |
£10.00 (free on orders over £130.00) |
|
Europe - International Tracked & Signed |
5 working days delivery from the date of dispatch, subject to customs clearance. A signature will be required upon receipt. |
£12.50 (free on orders over £150.00) |
|
Rest of the World - International Tracked |
10 working days delivery from the date of dispatch, subject to customs clearance. |
£20.00 (free on orders over £130.00) |
|
Rest of the World -International Tracked & Signed |
10 working days delivery from the date of dispatch, subject to customs. A signature will be required upon receipt. |
£22.50 (free on orders over £150.00) |
Additional delivery information:
What happens if my order does not arrive by the delivery times?
If your order has not been delivered within the estimated delivery time, please contact mailorder@canaries.co.uk with your order reference number so that this can be investigated. We will acknowledge receipt of your email and raise an investigation with the courier. Please allow two working days for the investigation to be conducted.
UK delivery: With the exception of pre-orders, please report any undelivered orders to us within 25 days of the date on which the order was placed. We will not accept responsibility for any undelivered orders after this time.
International delivery: With the exception of pre-orders, please report any undelivered orders to us within 35 days of the date on which the order was placed. We will not accept responsibility for any undelivered orders after this time.
Do you deliver to PO Boxes?
Sorry, we do not ship to PO Box addresses.
Do you deliver to British Forces Post Office (BFPO)?
Sorry, we do not ship to BFPO addresses.
Click and collect – Carrow Road store
Place your order online and collect from our Carrow Road store.
Orders placed by 2.00pm Monday - Friday will be available to collect from our Carrow Road store from 11.00am the next working day (excluding weekends and bank holidays), save that any orders including an item which requires printing may require additional working days before being available for collection.
Once you have placed your order, you will receive a confirmation email. You will then receive a further email from us confirming that your order has arrived in our Carrow Road store and is ready for collection. To avoid disappointment, please do not attempt to collect your order until you have received the email stating that your order is ready for collection.
When collecting your order, you will be required to provide your order number and the customer name the order was placed under, and to sign for the collection.
All orders must be collected within 14 days of it being made available for collection. If you have not collected your order within this timeframe, it will be returned to our warehouse and your order will be refunded in line with our returns policy (set out below). The £2 click and collect charge is non-refundable. Please allow up to five working days for your uncollected parcel to be returned to our warehouse, and for a refund to then be arranged. If the products purchased cannot be returned under our returns policy, we will contact you.
If placing a pre-order for an item, your order will be processed and dispatched to our store for collection as soon as practicable after the stock has been delivered to us. The expected delivery timeframe will be listed on the product page.
Most orders will be delivered in Norwich City Football Club branded packaging, but larger items/orders may not.
Returns
Save for the excluded items set out below, you may return any item within 14 days from the date of purchase for a refund of the price you paid for the item, provided that you present the proof of purchase and the item is still in its original condition as purchased i.e. unworn and unused, with tags attached / in original packaging.
The customer is responsible for all return and re-shipping charges. We will only refund the original shipping costs if there is a fault with the product purchased.
A refund or exchange will only be permitted in respect of a faulty product (to be determined by the Club in its sole discretion) once it has been returned to us.
The following products cannot be returned, and no refunds or exchanges will be provided unless the items are faulty:
- Face masks, snoods, underwear, swimwear, pierced jewellery, opened DVDs and video games, and items specially manufactured to your order.
- Items which have been personalised with letters / numbers / Championship sleeve badge / sleeve sponsor badge, or where a player leaves the Club or changes their name / squad number during their time at the Club.
- Auction items.
Personalised bricks can be amended or cancelled up to 14 days from the date of receiving the e-certificate detailing your purchase.
How do I return an item?
You can return an item which has been purchased online, to either of our stores or by post.
We are unable to process exchanges through our online store. Any unwanted items will need to be returned to the Club in line with our returns policy, and a refund for the items processed upon receipt to the Club. Any replacement items must be purchased through a new order.
To return an item purchased online to our Carrow Road store or at our concession in Jarrolds:
When visiting either store to return an item, you must present the order form enclosed with your purchase, alongside the original payment card used when purchasing in order for a refund to be processed.
If the item you would like to return is an online exclusive product: These items can only be returned by post or to our Carrow Road store, not to our concession in Jarrolds. Please ensure that you present the order form enclosed with your purchase when returning the item and allow five working days from the date of return to receive an email confirmation that your refund is being processed.
To return an item purchased online by post:
- Wrap the item(s) securely in a suitable envelope or packaging; and
- 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 so that we can provide you a copy by email.
Post the item to the following address:
Mail Order Department
Norwich City Football Club
Carrow Road
Norwich
NR1 1JE
United Kingdom
The Club recommends that you return items using a recorded delivery. The Club will not be liable for any returns which are not received. We do not offer a free return postage service.
Please allow up to 14 working days for returns to be processed once received by us.
What should I do if I receive the wrong item, or if an item is broken or faulty?
If we send you the wrong product or an item which is broken or faulty, please email us at mailorder@canaries.co.uk with an image showing the incorrect item or the fault/damage, and include details of your order number within the email. We will respond to your email as soon as possible with further information. Any such items must be returned to us to receive a refund, and we will reimburse the return shipping cost (up to value of £5.00) or provide a returns shipping label.
