Welcome to Arsenal Direct
Welcome to Arsenal Direct
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.
The New Home and Home Goalkeepers Kit for the 12/13 season will be officially launched on June 7th.
You can place a pre-order from May 7th.
Please note that pre-orders placed before May 29th 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 7th and not the day you placed the pre-order. In order to speed up the despatch process please do not add any non-Nike Home/ Home Goalkeepers Kit items in your basket as this may delay your parcel and not guarantee on time delivery. Any non-Nike Home / Home Goalkeepers 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. Please update your account at www.arsenal.com.
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 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 Infant or Toddler 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.
The free gift for the New Home and Home Goalkeepers Shirt are a Limited Edition Collectors Box and Arsenal Back Pack
This is a free gift and is non exchangeable or refundable. Free gifts will be added to your order while stocks last.
In order to receive the free gifts you must pre-order one of the following items (until free gift stock lasts).
Adult Home Shirt L/S or S/S 12/13,Ladies Home Shirt 12/13,Junior or Youth Home Shirt L/S or S/S 12/13,Adult Home Goalkeepers Shirt 12/13 ,Junior or Youth Home Goalkeepers Shirt 12/13, Home Toddler Kit 12/13 or Home Infant Kit 12/13.
You will not receive any free gifts for purchases of shorts or socks without the shirt.
You cannot manually amend your order. You will have to immediately call 020 7619 5000 or e-mail us with you order id number. We cannot guarantee that we will be able to amend any orders placed.
^To TopYes 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
Anchor Works
Holme Lane
Bradford
BD4 6NA
All player shirt printing , pre August , is at the sole risk of the customer/ fan. Arsenal FC cannot guarantee any player squad inclusion or number until the start of season 12/13, and the official squad publication. .
^To TopYes, your order can be sent to an alternative address.
Please add any additional delivery addresses to your profile and you may use any of these as your default delivery address.
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.
If this is not done it may severely delay your order or end in cancellation.
American Express, Visa, Visa Debit, MasterCard and Maestro . We now accept Pay Pal. 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,
You may return all exchanges/refunds within 28 days of receipt date.
If an exchange or refund is required then each item must be returned to us in its original condition along with your completed despatch note.
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 is requested the price of the product item returned will be refunded. When exchanging NON-Faulty items after the cancellation notice period please enclose £4.95 UK/£5 Rest of World payment for postal charges. Please enclose a cheque or complete your credit card number on returns form. Failure to do this will cause delays in processing your refund/exchange.
All return and re-shipping 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 despatch note.
All items must be returned in good condition. We reserve the right to refuse a refund or 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 your order at any time up to the eighth working day AFTER you receive the goods, except where the goods have been personalised or made to your specification, or (in the case of audio or visual recordings or computer software) the package has been unsealed.
A working day is any day except a Saturday, Sunday or public holiday. In order to cancel, you must write, fax or email us to tell us you are cancelling your order (our returns form will do), and return the goods to us unused and in good condition at your own expense. We will then refund the price and the amount you paid for your original postage and packing.
PLEASE ADDRESS PARCELS TO:
ARESENAL RETURNS DEPARTMENT,
ANCHOR WORKS,
HOLME LANE,
BRADFORD.
BD4 6NA
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 TopWe now accept Pay Pal on our online store.
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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 TopPostage 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
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.
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 password reminder. 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 TopTo order a catalogue, please contact Arsenal Direct on 0207 619 5000 (Mon-Fri, 9.30am-5pm).
^To TopYes, we accept orders from most countries around the world. Please view the list below to see if your country is listed.
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.
You can check your order status by clicking on 'My Account' and then clicking on 'Track/View my order history’. Your order status will be in one of two stages, ‘In Progress' means your order is being processed and 'In Despatch' means your order is in our warehouse and will be despatched within the time guidelines stated or it has been despatched from our warehouse.
^To TopAny 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 TopYou can either have a shirt printed with a player's name and number or you can have your own name and number. 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 patches or short numbers on infant kits. We do not print short numbers on Toddler 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. Please note we use one standard printing on the shirts which is the FA Premier League printing in capital letters only. Shirts with Uefa patches will be printed with Premier League printing.
