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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.

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 Guest Checkout 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.

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Can I amend my processed order?

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.

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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
Anchor Works
Holme Lane
Bradford
BD4 6NA

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Can I have my order sent to an alternative address?

Yes, 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.

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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,

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I want a refund/exchange, is this possible?

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 14th 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

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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.

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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.

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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.

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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
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.

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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 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.

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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.

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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.

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How do I check my order status?

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.

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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.

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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. 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. 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.

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How and when will my order arrive?

All UK parcels are sent by a signature service (All UK 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.

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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.

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I have a voucher can I use this online?

Unfortunately, we do not accept paper vouchers such as Junior Gunner Vouchers or Gift Vouchers (£5, £10, £20) as payment online. If you wish to use a voucher towards an order please send the voucher and your order form to Arsenal Direct address supplied.

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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
www.recycle-more.co.uk

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