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 2016/17 and Home Goalkeeper Kit available?
- Terms and Conditions for Email 2016/17 Kit Prize Draw
- Do I need to register an account with Arsenal Direct to place an order?
- Can I amend my processed order?
- Can I have my order sent to an alternative address?
- What forms of payment do you accept?
- I want a refund/exchange/cancel my order, is this possible?
- I have been charged but my goods have not arrived?
- I do not have a credit/debit card, how can I place an order?
- Changes to Catalogue terms?
- How much will postage and packing cost?
- How do I check my order status?
- I have entered my details , it says INVALID LOGON,PLEASE TRY AGAIN?
- I'm not a UK resident, can I still place an order?
- Why can't I find my country in the drop down menu?
- Is it safe to use my credit/debit card?
- How and when will my order arrive?
- Taxes and Duty?
- I have bought a JEANRICHARD watch through Arsenal FC.
- How can I dispose of my electrical product?
When is the New Home 2016/17 and Home Goalkeeper Kit available?
The new Home and Home GK Kit for the 16/17 season will be officially launched on June 3rd. You can place a pre-order from May 23rd.
Please note that pre-orders placed before May 31st 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. UK customers please add a mobile telephone number on your order and a delivery text message will be sent to you on despatch).
Please see delivery times for your respective destination thereafter, the delivery times will start from June 3rd and not the day you placed the pre-order. In order to speed up the despatch process please do not add any non-Puma Home / Home GK Kit items in your basket as this may delay your parcel and not guarantee on time delivery. Any non-Puma Home /Home GK 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.
We cannot add to or amend an order once it has been placed so please make sure at time of ordering that you have selected the correct items and sizes, this is in order to guarantee despatch.
Please make sure you have ordered the correct size as no printed garments i.e. shirts, shorts, toddler or infant kits 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. We do not print short numbers on Infants kits.
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.
Terms and Conditions for Email 2016/17 Kit Prize Draw
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
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.
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
75 Drayton Park
I want a refund/exchange/cancel my order, is this possible?
You may return certain products within 28 days of receipt date. (Please note we do understand that items may be bought as Christmas presents therefore orders placed in late October, November and December can be returned to us up until January 25th if outside the original 28 days)
All items must be returned to us in their original condition along with a completed customer letter (which will be delivered to you with your product) or valid receipt.
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(s) are to be refunded.
Delivery of products is at your own risk. 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.
We will examine the returned product and will notify you of your refund or otherwise via email within a reasonable period of time.
We will refund your reasonable delivery costs of returning faulty products upon presentation of valid proof of purchase. Otherwise, you are responsible for all shipping and delivery costs of returning products.
We will usually refund any money received from you using the same method originally used by you for your purchase.
You may also exchange or refund certain products at the Armoury, The Arsenal Shop Finsbury Park or The All Arsenal Shop with your completed 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.
Also please note, once an item (shirt,shorts,mini kit, baby kit,trainingwear) has been printed with a player’s name, personalised name or squad number to your specification: unless the item 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.
Special refund terms may apply to products bought as part of a promotional offer.
This does not affect your statutory rights.
Full details can be found in the Terms and Conditions of Sale http://arsenaldirect.arsenal.com/responsive-content/afc-terms/page/afcterms
You have the right to cancel orders purchased via our website at http://arsenaldirect.arsenal.com/ 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 email@example.com 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 JEANRICHARD PARCELS TO:
FERRARI EXPRESS LTD
UNIT 12/15 TRIDENT INDUSTRIAL ESTATE
PLEASE ADDRESS ALL OTHER PARCELS TO:
ARESENAL RETURNS DEPARTMENT,
OFF CUTLER HEIGHTS LANE,
Full details can be found in the Terms and Conditions of Sale http://arsenaldirect.arsenal.com/responsive-content/afc-terms/page/afcterms
I have been charged but my goods have not arrived?
If you 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.
|P & P Rates||UK||Republic of Ireland||EUROPE|
|Over 1 Item||n/a||£7.50||£12.00|
|P & P Rates||Rest of the World|
Important: UK Express Delivery - Express Delivery takes 1 working day from when the order leaves our warehouse. You need to place your order before 1pm and without any personalisation or badge printing for same day despatch. Please note that delivery to Northern Ireland, non-mainland UK and certain remote areas will take longer
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
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.
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.
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
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.
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.
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
I have bought a JEANRICHARD watch through Arsenal FC.
Thank you for buying a JEANRICHARD watch at Arsenal FC.
The watch will be sent separately from any other Arsenal product in your basket.
You will receive the watch via courier and the parcel will have to be signed for. Please make sure at time of ordering you have supplied the correct shipping address and a valid contact telephone number.
If you wish to return this product it must be sent via courier to:
For the After Sales Care of your new JEANRICHARD watch
Phone +41 32 911 33 33
How can I dispose of my electrical product?
UK Waste Electrical and Electronic Equipment (WEEE) Regulations (SI 2006 No. 3289)
The UK WEEE regulations require that businesses involved in the supply of electrical equipment take an active role in its collection and recycling.
So that you can get your old electrical products recycled,Arsenal have made a financial contribution toward the development of recycling facilities for electrical goods throughout the UK through our membership of the Distributor Take Back Scheme.
These facilities are located at your local council waste recycling centres.
Find where to recycle your waste electrical goods at