If you are experiencing problems, before you contact us, have a look below at our most frequently asked questions, it is likely you will find your answer there! Just click on the question and you will be taken automatically to the answer.

When is the new Home 2015/16 Kit Range available?

The New Home Kit and Home Training Kit range for the 15/16 season will be officially launched on June 25th.
You can place a pre-order from June 15th at 10pm.
Please note that pre-orders placed before June 18th will be guaranteed delivery for kit launch day (not before) within the UK ONLY (Arsenal FC cannot be held responsible if customers are not in to sign for parcels or courier delays).
Please see delivery times for your respective destination thereafter, the delivery times will start from June 25th and not the day you placed the pre-order. Any non-Puma items will be sent with main order as one package therefore will not be received until June dates.
Your order will be processed as soon as possible to aid swift despatch, therefore your credit card will be charged within 5 working days of placing your order and not on despatch. To speed up the order process you must enter the correct billing/invoice details. If these are not entered correctly then it will severely delay your order and guarantees will not apply. You still can have your order shipped to a different destination (go to my account, address book) but the billing/invoice details must be the ones that are registered at your bank.
We cannot add to or amend an order once it has been placed so please make sure that at time of ordering that you select the correct items and sizes in order to guarantee despatch.
Please make sure you have ordered the correct size as no printed garments i.e. shirts, shorts, toddler ,baby kits or training range will be exchanged unless faulty. Please also make sure for personalised shirts that you have spelt the name correctly. If you are unsure we recommend that you do not have items printed.
If a player subsequently leaves the club or his squad number changes during his career at Arsenal we are unable to offer an exchange or refund for the printed item.

^To Top

Will there be any squad number changes?

All player shirt printing, pre September, is at the sole risk of the supporter. Arsenal Football Club cannot guarantee any player squad inclusion or number for the season 15/16 until the official squad publication and close of transfer window.

^To Top

Do I need to register an account with Arsenal Direct to place an order?

No you do not need to register an account with Arsenal Direct in order to place an order. If you place an order without registering by using "Checkout without registering" then your details will not be stored by Arsenal Direct and you will have to re-enter them again when you make your next order. Also please note that access to account information and order status is only available online to registered users.

^To Top

Can I amend my processed order?

You cannot manually amend your order. You will have to immediately call 020 7619 5000 Monday-Friday 9.30am to 5pm or e-mail us with you order id number. Please enter "Urgent Order Amend" in the subject field.We cannot guarantee that we will be able to amend any orders placed.

^To Top

I have an Arsenal shirt and I would like to have it printed is this possible?

Yes you can take your shirt to one of our shops and your shirt will be printed while you wait. Alternatively, you can send your shirt to Arsenal Direct and include a note stating the name and number you would like printed. Please include payment and make sure the shirt is in a hygienic state.
Arsenal Returns Department
Torque
Challenge Way
Off Cutler Heights Lane
Bradford
BD4 8NG

^To Top

Can I have my order sent to an alternative address?

Yes, your order can be sent to an alternative address.
If you are a registered customer you can add multiple addresses to your account and use any of these as your default Shipping Address.
Go to “My Account” and then “View Address Book”. Add in new addresses and set one as a default shipping address.
If you are checking out without registering you can add an alternative Shipping Address after you have entered the Billing Address. At the bottom of the form there is a “Deliver To” section and you can click on “Different Address” and then enter the shipping details.
It is very important to make sure your billing/invoice address is kept up to date with the billing/invoice address that you have registered at your bank or credit card company.
If this is not done it may severely delay your order or end in cancellation as it will not pass security checks.

^To Top

What forms of payment do you accept?

American Express, Visa, Visa Debit, MasterCard and Maestro. We now accept PayPal. Please send postal orders/cheques along with your order form(ordering by mail only) to
Arsenal Direct
Highbury House
75 Drayton Park
LONDON,
N5 1BU,

^To Top

I want a refund/exchange, is this possible?

You may return all exchanges/refunds within 28 days of receipt date.
If an exchange is required then you will need to send the goods back for a refund and then place the order again online. If a refund is required then please state which item is to be refunded. Each item must be returned to us in its original condition along with your customer letter.
We advise to send parcels using a tracking service in order to make sure we receive them as we will not take responsibility for lost or stolen goods.
When a refund/exchange is requested the price of the product item returned will be refunded.
All return charges are the Customer's liability unless deemed to be faulty, where a reasonable refund will be provided with a valid receipt.
You may also exchange or refund goods at the Armoury, The Arsenal Shop Finsbury Park or The All Arsenal Shop with your customer letter.
All items must be returned in good condition. We reserve the right to refuse a refund/exchange if the goods returned are deemed to have been damaged or tampered with. This does not affect your statutory rights.
Jewellery and underwear purchased through the Arsenal Direct will only be exchanged if faulty. DVD's must be returned with any seals and shrink wrap intact. Please make sure you have ordered the correct item and size at time of ordering.
Also please note, once a shirt has been printed with a player’s, personalised name or squad number: unless the shirt is faulty we cannot provide a refund or exchange even if that player subsequently leaves the club or his squad number changes during his career at Arsenal.
This does not affect your statutory rights.

Cancellation Policy

You have the right to cancel orders purchased via our website at http://arsenaldirect.arsenal.com/(Products) or over the telephone you may cancel an order in full (but not in part) at any time within fourteen calendar days, beginning on the day after you received the Products (Cancellation Deadline).
If you wish to cancel an order you may do so before the Cancellation Deadline by either: (a) using the cancellation form available by clicking here or (b) providing us with a clear statement that you wish to cancel by phone on 020 7619 5000 , by email to customerservice@arsenaldirect.co.uk or by post to Arsenal Direct Cancellations, Highbury House, 75 Drayton Park, London, N5 1BU.We recommend that you send the Products back to us using a signed-for delivery/courier service and obtain proof of delivery.


PLEASE ADDRESS PARCELS TO:
ARESENAL RETURNS DEPARTMENT,
TORQUE,
CHALLENGE WAY,
OFF CUTLER HEIGHTS LANE,
BRADFORD.
BD4 8NG

^To Top

I have been charged but my goods have not arrived?

If you still have not received your goods after the estimated delivery time has expired, please e-mail us with all your details (sales id number etc). Alternately you can call Arsenal Direct on 020 7619 5000 and speak to our sales team and we will immediately deal with your query.

^To Top

I do not have a credit/debit card, how can I place an order?

We now accept PayPal on our online store.

Additional Options




Alternatively you can send cheques or postal orders to Arsenal Direct. If you do not live within the UK please send a pound sterling banker's cheque.

^To Top

Changes to Catalogue terms?

We reserve the right to alter designs or prices of products and conditions of supply without notice, but you will be informed before the order is accepted. If the price of the goods you have ordered has changed, the order will not be processed without your consent.

^To Top

How much will postage and packing cost?

Postage and packing costs

P & P Rates UK EIRE EUROPE
1 Item £4.95 £5.00 £8.00
Over 1 Item £4.95 £7.50 £12.00
P & P Rates Rest of the World
Under £20 £10.00
Over £20 £18.00

Important: On Europe/Rest of World orders the customer is liable to pay any import duty and any taxes that may be requested.
Due to logistical costs some European countries may fall under the Rest of the World pricing category. Your postage fees will reflect this change in your basket
Due to the weight and volume of our signed framed shirts there is an additional shipping fee that will be charged per frame. UK fee £21.95 , Ireland fee £45 , Europe fee £48 and Rest Of World £58.
Standard shipping rates apply to the remainder of items in basket.
Non UK orders over 2kg's may incur additional postal costs. You will be notified of any additional costs before despatch. On customer consent your credit card will be charged any additional fees.

^To Top

How do I check my order status?

You can check your order status by going to 'My Account' and then clicking on ‘Order History’. Your order status will be in one of two stages, ‘In Progress' means your order is being processed in our warehouse and 'Despatched' means your order has been despatched from our warehouse. If the parcel has been sent via courier there will be a tracking number in your order history which you can track with our courier Parcel Force

^To Top

I have entered my details , it says INVALID LOGON,PLEASE TRY AGAIN?

This means you have entered either your user name or password incorrectly. Please double check details. Three attempts to login are allowed before your account is locked. If you do not remember your password please use the forgotten password link. If the password sent still doesn’t work this means your account has been locked. Please call Arsenal Direct Contact Centre 0207 619 5000 Monday- Friday 9.30am to 5pm or e-mail your account details and we will be able to unlock your account. We aim to unlock your account within 24 working hours.

^To Top

I'm not a UK resident, can I still place an order?

Yes, we accept orders from most countries around the world. Please view the list below to see if your country is listed.

^To Top

Is it safe to use my credit/debit card?

Ordinarily, a secure connection is displayed as a small padlock in the status bar at the bottom of the browser. However for technical reasons, Arsenal Direct is displayed within a 'Frame' and therefore the usual padlock is not visible. To confirm you have a secure connection during payment, right click the mouse; click on 'properties' and view the url. The url will have a path beginning "https://..." - the 's' denotes a secure connection. Please be assured that using your debit/credit card online is safe and your credit card details will remain secure and uncompromised.

^To Top

How and when will my order arrive?

All parcels are sent by a signature service using Parcel Force Worldwide (All parcels must be signed for: it is the customer's responsibility to make themselves available for delivery. Subsequently if parcels have to be re-sent an additional postage fee may be incurred). We aim to despatch all orders within 5 working days to the UK and 15 working days to Europe and the Rest of World. Shirt printing may take an extra 5 working days for all destinations. It is our policy to despatch items ordered in the shortest possible time, but we cannot be held responsible for any delays in transit. ALL Europe/Rest of World orders over 2kg’s will be sent by courier. Any parcels weighing less than 2kg's, sent to a destination that we deem at risk of losing the parcel, will be sent by courier.
On Europe/Rest of World orders the customer is liable to pay any import duty and any other taxes that may be requested.

^To Top

Why can't I find my country in the drop down menu?

Unfortunately, we can only send orders to the countries listed. Please accept our apologies for the disappointment this may cause.

^To Top

Taxes and Duty?

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 before ordering.

^To Top

What personalised products are available?

You can either have a shirt printed with a player's name and number or you can have your own name and number. You can also have your initials or a number printed on training wear. Please visit Kit Builder in order to build your personalised product. Please make sure you have ordered the correct size as no printed garments i.e. shirts, shorts, toddler, infant kits or training wear will be exchanged unless faulty. Please also make sure for personalised shirts that you have spelt the name correctly. If you are unsure we recommend that you do not have items printed. If a player subsequently leaves the club or his squad number changes during his career at Arsenal we are unable to offer an exchange or refund for the printed shirt.

^To Top