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FAQ

Stock and Availability

Whilst every effort is taken to ensure all items in the store are always in stock, occasionally some items will be temporarily out of supply.


If we are expecting to receive more of an item from our suppliers we may make it available for pre-order. In this case we will usually advise on the product page, often in the size selection box, the date on which we're expecting to receive the stock. If any delay subsequently occurs we will endeavour to contact the affected customers to inform them and provide an updated delivery date.


Occasionally it will happen that we accept an order but are unable to fulfil it. In this case we will contact you to advise of the problem and to discuss how to proceed with your order. If we are unable to supply any items on an order, these will of course be refunded.


Please note: The products illustrated on this web site are as seen. The reproduction of colors is as accurate as photographic and computing processes will allow. The Official Manchester City Store at www.store.mancity.com accept no responsibility for variances in color or style due to the settings on the user's monitor.


The Official Manchester City Store at www.shop.mancity.com reserve the right to alter without notice or prior warning, prices of products and conditions of sale.

Placing Your Order

Purchasing your goods with us is designed to be simple, quick and secure. Before you order please ensure that:

  1. You have ordered the correct size for the product (if applicable)

  2. You are aware of the expected delivery dates for the product

  3. The desired quantity is correct

  4. You have read the Terms and Conditions

When you are ready to buy, simply click the 'Add to Cart' button on the product page and then 'Confirm Order' button on the Cart page.


If you are a new Customer then you will be taken through the order form to enter information such as your name, delivery address and your payment details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.

If you are an existing Customer then you will be asked to log in, if you have not done so already. If none of your details have changed then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.


Please note that by proceeding through the 'checkout process' you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form nor completing the checkout process constitutes our acceptance of your order. A binding contract will exist from the moment of dispatch of goods.


We will notify you by email as soon as possible to acknowledge that we have received and are processing your order. The duration of our contract with you will start from when we despatch the products, until the last day of our returns window.


Ordering by Phone

If you prefer, you can call our Customer Services team to place your order on one of the numbers below:

  • Customers within the USA: 1-844-505-5300
  • Customers outside the USA: +44 (0) 161 444 1894

Our opening times are 4am to 4pm EST Monday-Friday and 5am to 12pm at weekends for the USA. For customers outside of the USA we are open 8am to 8pm GMT Monday-Friday and 9am to 4pm at weekends. Outside of these hours, please send us an email and we'll get back to you swiftly.

Delivery and Shipping

USA SHIPPING OPTIONS

Standard Delivery ($9.99) - Shipping takes 5-10 days from dispatch in the UK and will be delivered to you by USPS. This is an untracked mail service so you will not receive a tracking number for your shipment.

Please note that if your order exceeds 2kg in weight, $200 in value or certain dimension limits, then the standard delivery option may not be available. This is due to restrictions imposed by the mail system.


Express Delivery (from $19.50) - Shipping takes 1-3 business days from dispatch and will be delivered by DHL. You will be provided with a tracking number on dispatch of your order. The price of this service is dependent on the weight and volume of your order - you will be shown the correct cost at checkout before submitting your order.


If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.



CUSTOMS & DUTY

Please note that all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be paid by the recipient and The Official Manchester City Store will not accept liability for any such costs.

In the USA the threshold for customs is $200, with any orders below this value usually not incurring any customs (we can't accept liability for any exceptions). Any orders above this value will likely incur additional charges, which our carrier will contact you to take payment for.

We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due our carrier will contact you to arrange payment.



SHIPPING OUTSIDE THE USA


Standard Delivery - Shipping takes 3-10 days from dispatch. This is an untracked mail service so you will not receive a tracking number for your shipment.

Please note that if your order exceeds 2kg in weight, $200 in value or certain dimension limits, then the standard delivery option may not be available.


Express Delivery - Our international express carrier provides a fully traceable delivery service. Normally 1 - 4 working days transit time from when the order leaves our warehouse.


Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.


If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.



SUPPLIER DISPATCHES

Certain items may be dispatched directly from the manufacturer and this can typically take longer. Wherever this is the case we will advise of the additional time needed in the item's description.

The manufacturer will choose the appropriate carrier to deliver your item.



Additional Information

Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:


Despatching of Orders - Although we try to process and despatch your order on the day of order, this may not always be possible, for the following reasons:

  • Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website

  • Credit Card Checks - Sometimes we may need to make additional checks on your credit card which could delay your order.

  • Shirt Printing - items requiring customization for example with additional name, numbering and badges added may take an extra three days before they are ready to be despatched.

Payments

Purchasing your goods with us is designed to be simple, quick and secure. Before you order please ensure that:

  1. You have ordered the correct size for the product (if applicable)

  2. You are aware of the expected delivery dates for the product

  3. The desired quantity is correct

  4. You have read the Terms and Conditions

When you are ready to buy, simply click the 'Add to Cart' button on the product page and then 'Confirm Order' button on the Cart page.


If you are a new Customer then you will be taken through the order form to enter information such as your name, delivery address and your payment details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.

If you are an existing Customer then you will be asked to log in, if you have not done so already. If none of your details have changed then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.


Please note that by proceeding through the 'checkout process' you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form nor completing the checkout process constitutes our acceptance of your order. A binding contract will exist from the moment of dispatch of goods.


We will notify you by email as soon as possible to acknowledge that we have received and are processing your order. The duration of our contract with you will start from when we despatch the products, until the last day of our returns window.


Ordering by Phone

If you prefer, you can call our Customer Services team to place your order on one of the numbers below:

  • Customers within the USA: 1-844-505-5300
  • Customers outside the USA: +44 (0) 161 444 1894

Our opening times are 4am to 4pm EST Monday-Friday and 5am to 12pm at weekends for the USA. For customers outside of the USA we are open 8am to 8pm GMT Monday-Friday and 9am to 4pm at weekends. Outside of these hours, please send us an email and we'll get back to you swiftly.

Your Security

Safe shopping is important to everyone and we have gone to great lengths to make sure your details remain safe. When you start the order process you can be sure that every step of the way is secure.

We have compiled a list of frequently asked questions below, which you may find useful. If you have any concerns about the security of our site, or if you have any further queries, please contact Customer Services.

How Secure are You?
As soon as you enter the order process, the information that is transferred between you and us is encrypted using powerful encryption algorithms. Your details are safer with Internet shopping that with traditional mail or phone shopping. 

How can I tell if the web site is a secure one?
It is easy to determine if your connection is secure: on your browser you will notice a picture of a small padlock - this normally appears right at the bottom of the screen. Sometimes this padlock will not appear, even though you are secure - to double check this, you can right click on the page and select 'properties' or 'view frame info' from the list which will tell you whether you are secure or not. Also look out for the sign of a secure web page, which can be identified by the URL (the web site address). A standard page will begin with 'http://'. A secure web page will begin with the URL 'https://' denoting that the merchant is using a secure server for the transaction of data. 

How does Encryption work?
All credit card details are encrypted using GlobalSign SSL (Secure Sockets Layer) Software. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which functions as a one-way encryption device. The browser then uses this key to scramble your personal data (Credit Card Information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has. Without this exclusive, private key, your personal information cannot be read. 

What else can I do to ensure my details remain safe?
The second way to ensure you have a secure connection is to look for either the GlobalSign logo or RSA Data Security logo and only purchase from merchants you know and trust. Here again, the digital certificate is important. In addition to encrypting the data you send over the Internet, the certificate can be used to confirm and authenticate the identity of a web site's owner (in this case, the merchant). Because digital certificates act as electronic signatures they cannot be forged, you can be certain the connection is secure if either RSA DATA SECURITY INC. or GlobalSign Inc has issued the certificate. 

Who are GlobalSign?
GlobalSign, Inc. is a leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on GlobalSign please visit their web site at http://www.globalsign.co.uk.

Your Profile

What is 'Your Profile'?

When you have registered or have ordered an item from The Manchester City FC Official Online Store at http://shop.mancity.com, a profile will have been created for you. The profile has many useful functions which are detailed below:

Personal Details - You can make amendments to this area as necessary, for example if you move house.

Password Settings - We recommend you change your password frequently. To do this, complete the boxes as required. You can also change your password hint questions and answers here

Address Book - You can add additional addresses to your personal address book - this makes it easy if you wish to have presents sent directly to your friends or family.

Your Preferences - This section gives you the opportunity to opt in or out of receiving information from The Manchester City FC Official Online Store at http://shop.mancity.com or our partners. We do not send out emails out very often but they are usually full of not to be missed bargains and latest products!

Order History - This section gives you details of all your past and pending orders with The Manchester City FC Official Online Store at http://shop.mancity.com You can track your order from the moment you place your order, right through until the moment it has been dispatched!


Do I need to create a profile?
If you already have a profile set up with Mancity.com Fan Site then you can log in using the same email address and password. There is no need to create a new profile. If you have not created a profile, you can still browse through the site and place an order as a guest without setting up a profile.

The first time you purchase an item from us, you will be offered to set up a password. If you decide to do so, a profile will be set up automatically for you. Once your profile has been created we will be able to send you order confirmations, let you know how your order is progressing and, depending on your preferences, send you details of special offers via email.


How do I update my personal information?
1. Click on "My Account" at the top of any page
2. Click on "Personal Details", "Password" or "Address Book" in the table and update your personal details as required

What should I do if I forget my password?
1. If you are not logged in and have forgotten your password, click on "Login/Register" at the top of any page.
2. Click on the ''Forgotten Password" link under the green "Sign In" button within the "Existing Customers" section.
3. Enter your email address and an email will be sent to you with a new password.
4. Click on the link in the password reset email received and follow the prompts to change your password.

How do I remove my profile?
You have the right to remove your personal information and preferences. In order to do this, please provide us with the following information:

1. Your name;
2. Your postal address; and/or
3. The email address you set up your profile with

Send this request by email to customer.services@shop.mcfc.co.uk or alternatively, contacting us by post at:

Manchester City FC Official Online Store
Attn: Data Protection Officer,
PO Box 210,
Manchester,
M24 1YN,
England

Gift Vouchers & Promotions

The Official Manchester City Store do not currently sell gift vouchers or certificates.

Occasionally however, the Official Manchester City shop may produce exclusive vouchers, offers and discounts for our valued customers and email subscribers.


Where you have a valid promotion code, the following additional terms and conditions apply on the discounts:

  • When more than one promotion is running at the same time – only the highest value offer will be valid. Multiple promotions or offers cannot be used simultaneously.

  • Discounts will only be available on order values over the amount stated in the offer.

  • Discounts are only valid until the date published.

  • Discounts are only redeemable for purchases made on this website (shop.mancity.com).

  • Discounts are not refundable.

  • Only one discount/promotion/offer may be used per customer per transaction.

  • We reserve the right to end any discounts, promotion or offer at any time including prior to the advertised end date without notice.

CityStore Information

Stadium Store Opening times


Monday - Saturday 9am - 5:30pm


Sunday - 11am - 5pm (Browsing from 10am)


Matchday - Closed at Kick off - Open for 1 hour after the match


Check back for exciting information on the store launch


Address; The Etihad Stadium Etihad Campus Manchester M11 3FF


+44 0161 444 1894


CityStore In The City


Opening Times


Monday - Friday 9am - 8pm

Saturday 9am - 7pm

Sunday 11.30am - 5.30pm

Bank Holidays 10am - 6pm



Address

Unit 167 Halle Mall Arndale Centre Manchester M1 1AZ

+44 0161 444 1894


Remember that Cityzens will receive 10% discount instore on production of your current Cityzens Card/Seasoncard. Discount cannot be used in conjunction with any other offer.

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