Frequently asked questions

Delivery  

What are the shipping costs and options?  

Shipping costs relevant to your country are displayed both on the product page and during checkout. 
 

How long does home delivery take?  

All orders are dispatched from our warehouse in the Netherlands, typically within 3 business days of being placed. Customised jerseys and shorts - including those with a player's name and number – take extra business days to be dispatched, as they are printed on demand. Courier options and shipping times will be displayed at checkout based on your delivery address. 
  

Do I have to pay custom clearance fees and import taxes?  

If your order is being delivered outside the European Union or the United Kingdom, you may be required to pay custom duties and clearance fees once the order arrives in your country. These fees are not included in your order total at checkout, and we have no control or influence over them. Once your order is placed, you enter the purchase contract accepting that import fees are unavoidable and your full responsibility as the recipient.  
  

What if I pre-ordered an item?  

If you have pre-ordered an item, the estimated dispatch date will be shown on the product page and at checkout. Your order will be shipped on (or shortly after) this date. Please note that we do not split shipments. If your order includes both in-stock and pre-order items, the entire order will be shipped once the pre-order item is available. To avoid delays, we recommend ordering in-stock items separately.  
  

Can I track my delivery?  

Yes. Once your order has been dispatched, you will receive an email from the courier with tracking information. Any changes to delivery must be arranged directly with the courier, as we are unable to make modifications once the order has been picked and packed at our warehouse.  
  

I missed my delivery  

If you’re not home when delivery is attempted, the courier may leave your package with a neighbor or in a safe place in/or around your building. Alternatively, it is your responsibility to use your tracking link to request delivery to a nearby pick-up point. If the package is not collected in time, it will be returned to our warehouse. In such cases, a refund will be issued minus the return costs incurred.  
  

Will I be charged VAT if ordering to a non-EU address?  

For orders shipped to non-EU addresses, products are generally zero-rated and not subject to VAT. However, to maintain fairness across regions, the total amount charged for your order remains unchanged.  
  

My order is missing / Items are missing from my order  

In the rare event that your order (or an item from it) goes missing, we will work with the courier to resolve the issue promptly. To assist us, please have your order number, shipment reference, a description of the missing item(s), and any relevant photos ready when contacting customer service. 
 

Returns  

Can I return my item?  

We hope you are a huge fan of your purchase! If you’re not completely satisfied, you may return unwanted items within 60 days of delivery. Please note that customised jerseys and shorts cannot be returned. Jerseys with player names and numbers, or a badge, as well as shorts with player numbers are also not eligible for return. For more info see returns page
  

Can I exchange my item?  

No. Unfortunately, we do not offer exchanges. To receive a different item, you must return the original one for a full refund and place a new order in the meantime.  
  

Which items are eligible for return?

To receive a full refund, items must be unworn, unused, with original tags and labels attached, and, as far as reasonably possible, in their original packaging. Returns will be inspected upon arrival before a refund is processed. Keep in mind that customised shirts and shorts, including those with a player’s name and number, or a badge, cannot be returned. Gift cards, hygiene-sensitive products (e.g. underwear, swimwear, pierced jewelry), and perishable items are also not eligible for return. 

Can I return my item if a player changes their number or leaves the squad? 

Squad numbers/names and badge designs are accurate at the time of purchase. We cannot offer refunds if a player's number changes, the player is transferred, or the badge changes later. 
 

How can I return my item?  

If you live in Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, the United Kingdom, or the USA, you can use our partner ReBound for your return (if ReBound is not visible at our returns page, then it is not available in your region). Alternatively, you may return your item using your own choice of courier or taking it to one of our physical stores. In any case, the general return rules and timelines apply.  
  

How can I return via ReBound?  

Register your return with our partner ReBound using your order number and the email used to place the order. Then, follow the instructions provided by ReBound. You will receive a return label or a QR code, which you need to bring along with your item to the nearest drop-off location. Once your return is scanned, you can track its journey via the ReBound website. Once your return arrives to our warehouse, a refund will be used. When returning with ReBound, you won’t need to worry about additional custom fees, as these are included in the return price. You can register your return here: Returns  
  

How can I return my item using my own carrier?  

If you choose to return your order using your own courier, you must notify us in advance. Please print and fill out the return form and include it in your package. Ensure you obtain valid proof of postage that clearly states our full return address and your details. You must also provide a tracking code and a valid tracking link. If any import fees are required for delivery to the Netherlands, you are responsible for ensuring all duties are paid and the item is successfully released. We recommend insuring your return and selecting the option for signature upon delivery, as we cannot be held responsible for items that are damaged, lost in transit, or not delivered to the correct address. In some cases, a valid Proof of Delivery document may be required for the refund to be processed.  
  

What is the return address?  

Can I return two separate orders in the same package?  

Please note that it is not possible to return items from two different orders in the same ReBound return. You must register each order’s return separately. For more information, please contact our customer service team.  

I made my purchase directly at one of the physical stores. How can I return it?  

In-store purchases can be returned only in person, at any one of our physical stores. General return rules and timelines apply. If the item you have purchased proves to be faulty, please send an email to our customer services department so they can provide you with further instructions. 

What if I receive a faulty item?  

Your statutory rights regarding faulty or defective products remain unaffected by this return policy. To report a faulty item please contact our customer service team and provide photographic evidence of the issue. Ensure the item is documented with the original tags still attached. If the fault is confirmed, a free return label (or a similar solution) will be provided. We strongly encourage you to contact us as soon as possible after receiving your order, to ensure a prompt resolution.  

What to do if there is something wrong with my customisation?  

If your jersey arrives with faulty or wrong printing, please contact our customer support team as soon as possible with clear photos of the item. Keep in mind that we bear no responsibility for typos or spelling mistakes made at the time of placing your order. It is your own responsibility to make sure the correct name and number are entered when you submit your order. In case you've made a mistake, please contact us as soon as possible and we will try to rectify it. Unfortunately, if the order is already in picking, rectifying it will not be possible.  

How and when will I receive my refund?   

A refund will be made within 14 days of the arrival of the goods at our warehouse using the same payment method as the original transaction unless otherwise agreed. If you only return part of your order, the original delivery costs will not be refunded. Cash payments will be reimbursed with immediate cash refunds (available only for in-store returns).   

 When do I lose the right to a return/refund?  

You are liable for any loss in value of the goods resulting from use beyond simply checking their features and functionality. If the goods are damaged or altered in any way (including the removal of tags), you no longer have the right to return them. Exceptions may be made on rare occasions. Please contact our customer service team for more information. 

Payments  

What payment types can I use?  

You can use any of the payment methods below to pay for your order. 
Credit/Debit card: all credit/debit payments are handled via our payment partner Adyen.  
PayPal: When you use PayPal as a payment method, you will be redirected to the PayPal environment to complete the transaction.  
Additional local payment methods may be available depending on your location 
We take security and fraud very seriously, so all payments are validated and accepted in conjunction with the payment provider and card issuer.  
  

Can I get a refund if the price has changed since I ordered?  

Our prices change regularly in response to seasonal trends, stock levels, and customer demand. As such, we cannot refund the difference to previous orders when prices change.  

Orders  

I didn’t receive an order confirmation email  

You should receive a confirmation email within half an hour of successfully placing your order. If this is not the case, first check your spam folder. If you still cannot see one, please use one of the contact options below and one of our customer support team members will be happy to help you.  

Can I change or cancel my order after it’s placed?  

To ensure your merchandise reaches you as fast as possible, we aim to pick, pack, and ship orders as quickly as possible. This means we cannot make any changes once an order is placed. Should you have a critical issue with an order, we will try our best to rectify it before the order leaves our warehouse, but this cannot be guaranteed. So please double-check that all your details are correct before placing an order.  

What size should I order?  

All our sizes are UK sizes (unless clearly stated otherwise). Check size guide for size equivalence if ordering from outside the UK. Please take into consideration that different designs/styles will fit differently. If you are customising an item, please pay special attention to the measurements in our size guide.  

Why isn’t my discount code working?  

If your discount code isn’t working at checkout, please check the following:  
Only one code per order (unless clearly stated otherwise): our system allows just one discount code per order. Some codes are also limited to one-time use per customer.  
Check the terms and conditions: discount codes may apply only to specific products, have expiration dates, or be restricted to certain promotions. Be sure to review the details of the specific code you are using.  
Location or account restrictions: some codes are only valid for specific countries or user accounts.  
If you have checked all of the above and your code still isn’t working, feel free to contact our customer service team.  
 

Click & Collect Orders  

Can I collect my order instead of having it delivered?  

Click & Collect is available for both our Etihad Stadium Store and Arndale Store. Click & Collect orders take up to 3 business days to process, unless you have selected a customised item in which case processing can take longer. Once your order is ready, you will receive a pick-up notification via e-mail.   

How long will my Click & Collect order remain in store?  

Your order will be waiting for you for up to 6 weeks as of the date on which you received the "ready-for-pick-up" email.  

What to do if there is a mistake in my Click & Collect order? 

We advise all customers to check the contents of their order upon collecting it, so any issues can be rectified immediately at the location. If you did not get the chance to examine your order upon receiving it, please contact the physical store directly via their contact form below.  

How can I return my Click & Collect order?  

Our general rules and timelines regarding returns apply for Click & Collect orders as well. Click & Collect purchases can be returned free of charge in-store only at:  

Products  

Are your products genuine?  

All our products are 100% licensed, genuine products. This store is operated by stichd sportmerchandising B.V., a member of the PUMA group and an internationally recognised, licensed merchandise partner.  
  

A product I want is out of stock. When will it be back in stock?  

We try our hardest to always have a full range of products in stock, however, sometimes popular products can sell out. Where possible, we will attempt to restock these but cannot guarantee specific dates. Generally, sale items are subject to availability whilst stocks last and will not be restocked.  
  

How to best take care of my item?  

You can find washing & care instructions on the inner labels of all our products, but here are some general tips to ensure your merchandise remains in tip-top condition for many years to come: wash it with items that have similar washing instructions; wash at the lowest temperature possible (the care label states the maximum temperature); turn items inside out to protect logos and prints. Avoid tumble drying unless the care label explicitly states it’s safe. We take no responsibility if items are damaged due to poor handling.  
  

Do items come with a warranty?  

Yes. All items you purchase from us are covered by a legal (statutory) warranty. This means that the purchased product is, or must do, what the consumer can reasonably expect from it. The statutory warranty period depends on the consumer protection laws in the country where you live. Faults that occur within the applicable warranty period as a result of manufacturing defects will be repaired, replaced, or compensated. Please note that damage such as tears, stains, scratches, pulls, or other faults resulting from wear and tear (after tag removal) is not covered under the warranty 
 

My jersey contains an NFC chip. How can I dispose it responsibly? 

Jerseys that include an NFC (Near Field Communication) chip, fall under the Waste Electrical and Electronic Equipment (WEEE) regulations. When you no longer wish to keep it, you can return the item to us—either in-store or by post—and we’ll ensure that it is disposed of or recycled safely. You may also take it to a local recycling centre that accepts small electronic components under the WEEE scheme. However, returning it to us ensures proper handling and compliant recycling. Electrical parts, even tiny ones, must be processed correctly to avoid environmental harm. Returning them through us helps ensure safe and responsible recycling.   

Stores

What is the exact address of the stores? 

See adresses here
 

What are the store opening hours? 

Stadium store: 
• Monday to Saturday: 9:30-18:30
• Sunday: 10:00- 16:00

Arndale store:
• Monday to Saturday: 10:00-18:00
• Sunday: 11:30 - 17:30

Trafford store:
• Monday to Saturday: 10:00-21:00
• Sunday: 12:00-18:00

Please note that the stores are closed on Easter Day and Christmas Day. 
 

What payment types can I use? 

We accept the following cards in store: 
AMEX, Dines, Givex Gift Card, JCB, Maestro, Mastercard, UnionPay, Visa, VPay and AliPay. 
 

Can I pay with cash? 

Please note that our Manchester City Store is fully cashless. 
 

Can I pay with a gift card? 

Yes, you can use a gift card to pay both online and in-store. Please note that only GBP (£) gift cards are accepted for in-store purchases. Online purchases may support other currencies depending on your location 
 

Is parking available at the Stadium Store? 

Yes, free parking is available at the Stadium Store on non-match days, including designated disabled bays. 
 
Please note that parking is not available on match days. On those days, the nearest parking options are located near Asda, McDonald's, or in the Blue Car Park. 
 

Is parking and accessibility available at the Arndale City Store? 

For parking, visitor information, and accessibility details related to the Manchester City Arndale Store, please refer to the official Manchester Arndale Accessibility Guide. 
 

Is parking and accessibility available at the Trafford Centre Store? 

For parking, visitor information, and accessibility details related to the Manchester City Trafford Store, please refer to the official Trafford Centre Accessibility Guide. 
 

Is there a lift in Stadium Store? 

Yes, a lift is available in store for public use. 
 

Are there toilet and baby change facilities at the Stadium Store? 

Yes, an accessible toilet is available downstairs. Please ask a member of staff for assistance. Baby change facilities can be found upstairs. 
 

What should I do if I’ve lost something in-store? 

If you’ve lost an item in-store, please contact Supporter Services at 0161 444 1894 for assistance. 
 

How can I book a stadium tour? 

To book a stadium tour, please contact the Stadium Tours team at 0161 44 1894 or book online here Manchester City Stadium Tours | Manchester City F.C. 
 

How do I get assistance with other tour-related inquiries, tickets, or donations? 

For anything related to tours, tour photos, matchday tickets, or charity donation requests, please contact the relevant department through our Contact Us page. 
 

What are the store opening hours? 

For the current store opening hours, please visit our About Us page. 
 
Please note: On matchdays, the Stadium Store will be closed during the game and will reopen for 1 hour post-match. The Arndale City Store remains open during the game. 
 

Do you offer any store discounts? 

 Yes, we offer a 10% discount on full-price items to: 
• All Season Card holders and Citizens Members with an up-to-date membership (excludes sale items). 
• Tour customers with a valid tour lanyard (excludes sale items). 
 

Are there any retail job opportunities at the Stadium Store? 

For job opportunities within the Stadium, Arndale Store and Trafford Centre Store, please visit the following link: 
Manchester City Retail Team | Priority Recruitment. 
 

Matchday Program 

We do not sell these instore – they are sold in the pods outside the stadium on gamedays before kick off. 
 

Can I place an order over the phone? 

We are unable to process orders over the phone or via email. Purchases can only be made in-store or online.