RETURNS & REFUNDS
Whilst we appreciate that mistakes can be made, we will always strive to resolve things as quickly as possible and in a hassle-free manner. You can help us with this by contacting us immediately.
How do I return or exchange an item?
Products that can’t be returned
What should I do if I receive the wrong item?
What should I do if I receive a faulty or broken item(s)?
When can I expect my refund?
Please return your purchase(s) in its original condition with proof of purchase e.g. a copy of your invoice / receipt together with a reason as to why it has been returned.
To return or exchange an item by post, please also re-package your purchase securely and post it as tracked delivery* to the following address:
Football Nation Returns Dept
128 Lothian Road
* Football Nation cannot be held responsible for any goods not received
We’ll then assess the item(s), once received, and provided it is in a re-saleable condition then we’ll arrange for a refund or an exchange in line with The Consumer Contracts Regulations if bought online/over the phone.
The Consumer Contracts Regulations applies to all purchases you make at a distance e.g. online or over the phone. Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch.
This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back. Provided these conditions are met, then a refund will be processed within 14 days.
You can of course always call us on 0131 228 8614 if you wish to exchange an item for another size or style or need any help.
Alternatively, our email address is email@example.com and we can respond to you with further guidance. Please always quote your order number.
o Personalised items e.g. shirts with a Name/Number applied cannot be returned.
o Any teamwear orders that involve personalisation cannot be returned once printed or embroidered
o Gift Vouchers (online or in-store) cannot be returned
o Those with no proof of purchase (subject to Store Manager authorisation)
o Delivery Charges
If returning an item which you claim to have purchased in our Retail Store however you have no receipt, then a refund will not be issued. It is at the discretion of the Store Manager/Business Manager to permit staff to spend further time carrying out additional checks to confirm the stock as belonging to Football Nation and confirm the transaction, this may take up to 24 hours. We may then issue a gift voucher or offer an exchange, this will be to the value of the current selling price.
Standard delivery charges will not be refunded once the item(s) has been posted to you and subsequently returned to us. In circumstances where an error has been made by Football Nation and you need to return an item, then Football Nation will only refund the original charge for delivery e.g. £3.95 standard delivery.
In the unlikely event that we send you the incorrect product/size, we will refund the cost of return postage back to the payment method which was used to purchase the item. Please send the item back to the address above by tracked delivery and enclose proof of postage costs. Football Nation will not refund any postage costs above the amount paid in your original order e.g. £3.95 for standard delivery.
As soon as we receive the returned product, we will contact you to advise you of this and will dispatch the correct product whilst also issuing you with the postage refund.
If you receive an item which you believe to be broken or faulty then please Contact Us (hyperlink), ideally within 24 hours, to allow us to address the issue quickly. If you purchased the item online then please contact our Retail Store. If you purchased the item from our FN Teamwear showroom then please contact FN Teamwear.
On certain occasions we may ask for images of your item(s) to be emailed to us for prior assessment.
Once we have confirmed safe receipt of your returned item(s), we’ll then assess the item(s) and provided it is in a re-saleable condition then we’ll arrange for a refund or an exchange. We’ll refund the person who placed the order and paid for it.
We aim to process refunds as quickly as possible, however during busy periods this can take a few days. Once it has been processed by Football Nation, it is then the responsibility of your card issuer to release the funds to you. Paypal refunds should be immediate, however please refer to their terms and conditions to confirm their timeframes once we have authorised a refund.
International customers are asked to email our team directly before returning any items. This address is firstname.lastname@example.org. Please also quote your Invoice/Order Number to help us locate your order.
Exceptions to this policy:
1. 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 their squad number during their time at the club.
2. A refund or exchange will be permitted if a garment is faulty.
3. All return and re-shipping charges are the customer's liability.
4. 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. Football Nation will not refund any postage costs above the amount paid in your original order e.g. £7.50 for standard delivery in Europe.
5. All items should be unworn and unused as well as arrive back with Football Nation in its original packaging.