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FAQ

Stock and Availability

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 get all our orders despatched 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 - Shirts requiring personalisation for example with additional name, numbering and badges added may take an extra three days before they are ready to be despatched.

Items on Available Within - Occasionally if a particular product is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example "Available within 7 days":

Items on Immediate Despatch - Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above, then please contact our Customer Service Department who will be happy to assist.

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 Basket' button on the product details page and then 'Confirm Order' button on the basket.

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

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.

Please note that the order process of the Official Atlético de Madrid Online Shop is a secure connection. This means that all the personal information you enter will be encrypted so it cannot be read as it travels over the Internet. To find out more about this read the help file section 'Your Security'. Complete all the details required on this page carefully, ensuring that all the fields are completed fully. Then click the purchase button. Your order will then be confirmed, and then delivered.

Delivery and Shipping

UK DELIVERIES

Order by 8pm for next day delivery

FREE UK STANDARD SHIPPING - (up to 2 working days) - Applies to all orders over £75 depending on the weight and volume of your order and your delivery address, we will select an appropriate carrier to delivery to despatch your order for free. Please allow up to 2 working days transit time from when the order leaves our warehouse. Please note that Northern Ireland is excluded - the delivery cost will be confirmed before the payment process is completed.

UK Standard Delivery £4.95 - (up to 2 working days) - Ideal for home delivery of non urgent orders to minimize carriage costs. up to 2 working days transit times should be allowed from when the order leaves our warehouse.

USA Standard Delivery 5.95$ - (up to 3-7 working days) This option will not guarantee delivery on a specific date and may be left in a safe location. Please allow at least 6 working days should you need to contact our Customer Service for tracking purposes. Please note that Northern Ireland is excluded - the delivery cost will be confirmed before the payment process is completed.

Need it faster? UK Express Delivery* £7.95 - (1 working day)

Need it faster? USA Express Delivery* 19.35$ - (1-4 working day) - Express Delivery is 1 working day from when the order leaves our warehouse. Depending on the weight and volume of your order, we will use an appropriate carrier to despatch your order. You need to place your order before 12 noon for same day despatch, (UK Mainland only) this option may also result in your package being left in a safe location. Please allow four days should you need to contact our Customer Service team for tracking information. Please note that Northern Ireland is excluded - the delivery cost will be confirmed before the payment process is completed.

Please note if your order exceeds £199.00 in value our courier will require a signature.

If your parcel is sent by Royal Mail, please allow 15 working days before contacting customer services. After the 15 working day period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

If your parcel is sent by Royal Mail International, please allow 17 working days before contacting customer services. After the 17 working day period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

*We do not offer guaranteed delivery on a Saturday, Sunday, Bank Holidays, Christmas Day, Boxing Day and New Years Day.

UK Click and Collect £4.95 - (over 5000 locations, 2-3 working days) A safe place to pick up your parcel without having to wait in for your delivery. Click and collect allows you to pick up your parcel from a local collection point (Collection point finder available at checkout). There are over 5000 local collection points in convenience stores across the country open from early in the morning until late at night, 7 days a week. You will be notified when your parcel arrives by text message.

OVERSEAS DELIVERIES

Standard Delivery International - (3 - 5 days) - A more economical international service, but with a longer transit time. Standard Delivery International takes 3 - 5 working days transit time although in certain countries the delivery can take up to 28 working days from when the order leaves our warehouse and does not guarantee a specific delivery date and it is not a traceable service. Available worldwide, with certain restrictions. For Standard Delivery International to be offered, your order must be below a certain weight and volume. If you are not offered Standard Delivery International then your products have exceeded the weight, volume or order value limits and you will therefore be offered appropriate alternatives.

Please note: In order to qualify for Free standard Worldwide Delivery from our offers and promotions:

• Order must be under 2kg

• Order must be under £150 in value

• Order must be no larger than 60cm x 60cm x 60cm

Express Delivery International - (1 - 4 day) - 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.

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 get all our orders despatched 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 - Shirts requiring personalisation for example with additional name, numbering and badges added may take an extra three days before they are ready to be despatched.

Items on Available Within - Occasionally if a particular product is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example "Available within 7 days":

Items on Immediate Despatch - Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above, then please contact our Customer Service Department who will be happy to assist.

Non-Shipable Addresses - For contractual reasons we are unable to deliver to certain locations around the world. If your country is not listed when you are entering a delivery or billing address, then we will not be able to accept your order to deliver at that address.

Leave Safe Delivery - At the checkout stage of the order process you will be offered the Leave Safe delivery option. If for any reason you may be out when your delivery arrives then you can leave a special instruction using options from the drop down list such as leave with neighbour or leave securely at the back of the house. Remember deliveries are less safe in this way, they are your responsibility and neither this store nor our carrier can be held liable if the item is stolen.

International Shipping - Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne 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; you may want to contact your local customs office for further information.

PO Boxes - Please note that we do not ship to PO Box Addresses.

Undelivered Items – we aim to deliver all of our orders and keep failed deliveries to a minimum. If we do fail to deliver any order to you, please report this to us no later than 30 days from the date on which the order was taken by us. We will not accept responsibility for any undelivered orders which are reported to us later than 30 days after the date on which the order was taken by us.

We hope that you enjoy your purchase from us.

For further information, please do not hesitate to contact our customer services team

Payments

We currently accept online payments with a number of credit/debit cards. The current credit cards we accept include: Visa MasterCard American Express Alipay Paypal We currently accept payment in the following major currencies: British Pounds Sterling, US Dollars, Euro, Australian Dollar,Chinese Yuan,Japanese Yen and South Korean Won. The Official Valencia Online Shop reserve the right to withhold any order from despatch in order to process further security checks. This can delay an order for up to 36 hours. Many internet users are concerned about security on the web - below are answers to few questions we are commonly asked: What is the Card Security Number? Also known as a CV2 number, this is a special 3 digit number that appears on the far right side of the signature strip on your card. This number is unique to each card, and gives you extra protection against fraud. Note: with American Express, the card security number is 4 digits long and is printed on the front of the card. Do you check for fraudulent cards? - When we receive your Credit Card details, an on-line check of your Credit Card is conducted with their Acquiring bankers. This process ensures the number you entered actually corresponds to a real credit card number and is not a bogus card. The CyberSource system also checks various "Hot Card lists" to ensure that no fraudulent use is being made of any Credit Card. This on-line verification of your details is carried out over a secure line to the bank. Credit Card data is, at no time, sent over the Internet using the validation process. We also carry out random security checks on cards to ensure we help prevent fraud - please note that we do not intend any personal slight if your card is chosen for a random check. What is Cybersource? - The Official Valencia Online Shop has chosen CyberSource as a partner for its secure server software. They are a leading payment system provider to online businesses. For further information about CyberSource please visit their web site at http://https://cybersource.co.uk.a> Is shopping with The Official Valencia Online Shop safe? - Communication between you, us and CyberSource is encrypted using the SSL mechanism built into your browser. This ensures that even if someone were able to monitor the traffic between you and the CyberSource server, they would not be able to read it. Encryption is used on all pages within the buying process, making shopping on the site at shop.valenciafc.com as safe as possible How do we protect the Buyers Data? - The CyberSafe software sits behind a corporate firewall. Access to this machine is strictly controlled, preventing unauthorized access to your personal data. Once you have passed your Credit Card details to The Official Valencia Online at shop.valenciafc.com, they are stored on the CyberSafe server in an encrypted format. Is the transaction Real-Time? - All Credit Card transactions are completed in real-time. After you have confirmed your purchase, we make an immediate connection to NatWest Bank to verify the card and amount, so that authorization is given before we complete the order. Payment is taken at time of order. Pre-order items will also be charged at time of order. Do I have any Legal Protection? - You are protected by the normal laws of England, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43)

Your Security

The Official Valencia CF Online Shop is committed to ensuring that our customers have no security problems with the Official Valencia CF Online Shop website. Our research, however, has discovered one potential problem that our customers should be aware of. This is not a problem with the Official Valencia CF Online Shop web site and will affect all web sites that use VeriSign Security, but only users with Netscape Communicator versions 4.05 and earlier and Microsoft Internet Explorer 4.01 for Macintosh will be affected by this problem.

When you have added an item to your basket and started the purchase process, you are taken to the secure area of the Official Valencia CF Online Shop (a small padlock will be displayed at the bottom of your browser to indicate this). If you are a user of one of the browsers listed above you may receive a message box stating 'Certificate Authority Is Expired'. The Official Valencia CF Online Shop secure certificate has not expired and the error is simply a user interface error - there will be no problem with the actual security of the site or the encryption of your data.

It is recommended that you update your browser to the latest version available by using the links below. If you do not wish to download the latest browser you can simply click 'continue' when you see the message 'Certificate Authority Is Expired'. As mentioned above the SSL session that secures your transaction with our site is not affected - your data will still be encrypted. You can avoid the dialog box in the future by upgrading your browser.


It is always advisable that you use the most secure web browser available to you - below are links to the main browser vendors where you can download or obtain the latest versions:

Microsoft Internet for the PC:
http://www.microsoft.com/windows/ie/

Microsoft Internet for the Macintosh:
http://www.microsoft.com/mac/

Netscape Navigator:
http://wp.netscape.com/computing/download/

If you need any further help with this please email us at customer.services@shop.valenciacf.com, or visit the help section to read more about Security on the Official Valencia CF de Madrid Online Shop website. Or visit the Verisign website at
http://www.verisign.com.

Your Profile

You have the right to remove your personal information and preferences. In order to do this please write to us at: The Official Valencia Online Shop c/o Fanatics Greengate Manchester England M24 1FD Please include your name, address, and/or the e-mail address you registered with when you contact us. Please note that The Official Valencia Online Shop is not responsible for the content or privacy practices of non-Valencia Shop Web sites to which The Official Valencia Online Shop may link.

Gift Vouchers & Promotions

From time to time we give out gift certificates to all our registered users. If you would like to register with Valencia CF Online Store then click here.

You may wish to open these terms and conditions in another browser window so you may print them out.

Competition Details

1. This competition is organized by Fanatics with the necessary permissions from Valencia CF.

Multiple Promotions & Voucher Codes

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 – the highest value offer only will be valid. Not in conjunction with any other offer.
- 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
- Discounts are not refundable
- Only one discount may be used per customer per transaction.
- We reserve the right to end any Discounts at any time including prior to the advertised end date without notice.
IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error, we will do our upmost to ensure the same error does not occur and it is rectified as quickly as possible.
Please note that any promotions/offers on the website cannot be used in conjunction with any other discounts.

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