Frequently Asked Questions

You can track your order using the unique tracking link in your shipment notification email. If you haven’t received one, it may be because we haven’t shipped your order yet. Please allow 1 to 3 working days for our team to pick and pack your items for shipping.

Made to order products, such as personalised or player-printed items, may take a little longer to ship.

Once an order is submitted online, it is sent straight to our team for packing and shipping. Should you have second thoughts after placing an order, please get in touch as soon as possible through the form on our contact page, entering "Urgent Order Amend" in the subject field, or call 020 7619 5000 Monday to Friday 9.30am to 5pm (excluding bank holidays).  

Since we try to fulfil orders as quickly as possible, we cannot guarantee that we will be able to amend your order before it has already been packed. If this is the case, you can return the item for an exchange or refund,

Please note that personalised or player-printed items are made to order and cannot be returned. We recommend you ensure you have checked your personalisation details carefully before placing your order.

Once an order is submitted online, it is sent straight to our team for packing and shipping. Should you need to change any of the details after placing an order, please get in touch as soon as possible through the form on our contact page, entering "Urgent Order Amend" in the subject field, or call 020 7619 5000 Monday to Friday 9.30am to 5pm (excluding bank holidays). 

Since we try to fulfil orders as quickly as possible, we cannot guarantee that we will be able to amend your order in time. If this is the case, we cannot be held liable for the reimbursement of your purchase due to the submission of incorrect details when placing your order.

Please ensure that you have checked all shipping details carefully before submitting your order.

No, you do not need to register an account with Arsenal Direct in order to place an order. You will just need an email address, so we can send you a recap of your order details and a tracking number once it’s shipped. 

When placing your order, you can decide to register an account with us for a quicker checkout next time. Should you decide not to register, we will not store your shipping details and we will have to ask for them again on your next order.

We regularly update our delivery costs to offer our supporters the most cost-effective shipping options. Up to date delivery costs are calculated and displayed during checkout, and more information can be found on our delivery information page here

We currently offer free delivery as below:

• UK customers can select free standard delivery for any order over £100
• US customers can select free international delivery for any order over $150 USD
• Australia customers can select free international delivery for any order over $250 AUD

We are happy to offer exchanges on our clothing products for a different size, provided they are not personalised or printed to your specifications with a player name or number. 

Unfortunately, we regret that we are unable to exchange your ordered product for a different item due to current system limitations. However, you are welcome to return the product for a refund and purchase the replacement item separately.

To be notified when an item is back in stock, please sign up by selecting the out of stock size (which will show an envelope icon beside the size name) and clicking the 'Notify Me' button on the product page. If this option is not available, then unfortunately we are not expecting to receive further stock of that item.

It can take anywhere from a few days to several months for out of stock products to become available again. If you need the item more urgently, we recommend browsing for an alternative product on our site.

UK standard orders usually take 3 to 5 working days from the date of dispatch to deliver. Express deliveries usually arrive in 1 to 2 working days. 

For international shipping times, please see our delivery info page here.

You can track your order using the unique tracking link in your shipment notification email. If you haven’t received one, it may be because we haven’t shipped your order yet. Please allow 1 to 3 working days for our team to pick and pack your items for shipping.  

Some products, such as personalised items, may take a little longer to ship. 

Please note that, from time to time, transit times may be affected by external factors or during peak periods. .

We regularly update our delivery costs to offer our supporters the most cost-effective shipping options. Up to date delivery costs are calculated and displayed during checkout, and more information can be found on our delivery information page here

We currently offer free delivery as below:

• UK customers can select free standard delivery for any order over £100
• US customers can select free international delivery for any order over $150 USD
• Australia customers can select free international delivery for any order over $250 AUD

If you are shopping in Europe, your order will ship with delivery duties paid (DDP). This means you will not be asked to pay additional duties or taxes upon delivery. To ensure that you will receive the benefit of DDP, please make sure you have selected your correct destination flag on the top right corner of the page.

If you are placing an international order (to any destination outside the UK or EU) you may be charged customs and import duties depending on the items you have purchased and the destination country. 

Arsenal FC cannot be held responsible for any charged customs or import duties as they are the responsibility of the recipient. Because policies and charges vary by country and can change regularly, we cannot provide any indication of these charges.

If you have specific customs questions, including how much the charges may be, we recommend you contact your local customs department before placing your order.

You can track your order using the unique tracking link in your shipment notification email. If you haven’t received one, it may be because we haven’t shipped your order yet. Please allow 1 to 3 working days for our team to pick and pack your items for shipping.

Made to order products, such as personalised or player-printed items, may take a little longer to ship.

Once an order is submitted online, it is sent straight to our team for packing and shipping. Should you need to change any of the details after placing an order, please get in touch as soon as possible through the form on our contact page, entering "Urgent Order Amend" in the subject field, or call 020 7619 5000 Monday to Friday 9.30am to 5pm (excluding bank holidays). 

Since we try to fulfil orders as quickly as possible, we cannot guarantee that we will be able to amend your order in time. If this is the case, we cannot be held liable for the reimbursement of your purchase due to the submission of incorrect details when placing your order.

Please ensure that you have checked all shipping details carefully before submitting your order.

Most of our couriers require a signature upon delivery. This means that we are unable to send orders to PO Box addresses.

You can use our Click & Collect services to have your order delivered locally for collection

Products such as food, body sprays, and aerosols may be subjected to local restrictions. 

If you are unsure whether a product can be delivered to your country, we’d recommend contacting your local custom office for an updated list of prohibited and restricted goods.

We accept American Express, Visa, Visa Debit, MasterCard, PayPal, PayPal Express, Google Pay, Apple Pay, and Amazon Pay.

For certain countries, we also accept the following payment methods:

• Sofort: Germany, Austria, Belgium, Switzerland
• Ideal: The Netherlands
• UnionPay: Global (excluding UK)
• AliPay: China
• Bancontact: Belgium
• Trustly: Denmark, Estonia, Spain, Finland, Sweden
• Cartes Bancaires: France
• Qiwi Wallet: Armenia, Azerbaijan, Georgia, Kyrgyzstan, Kazakhstan, Lithuania, Latvia, Moldova, Russia, Tajikistan, Turkey, Ukraine, Uzbekistan
• JCB: Global (excluding UK)

We accept payments in most currencies. By selecting your country flag on the right top corner of the page, you will be able to see prices and pay in your local currency.

Unfortunately, we can no longer accept cheques or postal orders. 

Stores are happy to exchange or refund items bought in store, providing the item is in a saleable condition, in original packaging, with its receipt, and within 28 days of purchase.

A refund will be issued by the original payment method, to the value of the item printed on the receipt.

For debit/credit card refunds, the card and the cardholder must be present otherwise the purchase will be refunded onto an Arsenal gift card.

We regret that we are unable to refund or exchange the following unless the goods are faulty;

• Goods that have been personalised or made to your specification
• Printed with a player’s name or squad number, even if that player subsequently leaves the club or their squad number changes during their career at Arsenal.
• Swimwear, underwear, socks, DVD’s, hats and grooming products.

If you wish to return/exchange an item that was bought in store but you are unable to get to the store in person you have the following options:

• You can send the items for return with proof of purchase along with your request of a refund or size exchange. We are unable to reimburse your postage on a non-faulty return..
• Should you return your item due to a fault then once the stores team review, your postage will be reimbursed.  
• In your package please include the item and proof of purchase along with a note explaining the reason for return/exchange and a contact number to reach you on.

In store returns address: 

Armoury Store

Emirates Stadium

Queensland Road

London 

N7 7AJ

Please note stores do not accept returns for orders placed online so please follow online returns process 

If for any reason you are not satisfied with your online purchase, return it to us within 28 days of the delivery date by following the online returns process 

We regret that we are unable to refund or exchange the following unless the goods are faulty;

• Goods that have been personalised or made to your specification
• Printed with a player’s name or squad number, even if that player subsequently leaves the club or their squad number changes during their career at Arsenal.
• Swimwear, underwear, socks, DVD’s, hats and grooming products.

Please note stores do not accept returns for orders placed online so please follow online returns process

We are happy to offer exchanges on our clothing products for a different size, provided they are not personalised or printed to your specifications with a player name or number. 

Unfortunately, we regret that we are unable to exchange your ordered product for a different item due to current system limitations. However, you are welcome to return the product for a refund and purchase the replacement item separately.

We check every item before shipping to ensure it meets our quality standards, but should you have a concern with a faulty or damaged product, please contact us straight away and we’ll make things right for you by either offering you an exchange or a refund.

The UK Waste Electrical and Electronic Equipment (WEEE) Regulations (SI 2006 No. 3289) 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 https://www.recycle-more.co.uk/.

No, you do not need to register an account with Arsenal Direct in order to place an order. You will just need an email address, so we can send you a recap of your order details and a tracking number once it’s shipped. 

When placing your order, you can decide to register an account with us for a quicker checkout next time. Should you decide not to register, we will not store your shipping details and we will have to ask for them again on your next order.

To get your 10% membership discount, all you have to do is log in with your email address and password. 

Once logged in, your discount will automatically apply to your basket, ready for you to enjoy.

If you are not a member yet and would like to become one, you can find out more and join here

Is the membership discount applied even on sale items?

Yes, your 10% membership discount applies also on sale items and other promotions.

Please allow 48 hours from the activation of your membership for your member discount to work on Arsenal Direct. 

Ensure you have logged in with your email address and password. If you are still having problems, we’d recommend checking that your membership is still active and has not expired. If this still doesn’t solve the issue, please contact us here and we will look into this for you.

You can visit the website here to buy our gift cards in four currencies: British Pound Sterling, Euro, US Dollar, Australian Dollar, and in denominations of 15, 25, 50 or 100. 

You will need to choose the currency you want your gift card to be by selecting the respective flag on the top right corner of the page. So, if you want your gift card to be in US Dollars, you will need to select the US flag and proceed to checkout. Please note that once the order is complete, we are unable to change the currency on the card.

If you have a gift card with a currency that is different to your country's, the currency on Arsenal Direct will need to be changed to the match the currency of the gift card. E.g. if your gift card is in GBP you will need to change the currency to GBP and checkout in this currency. Do this by clicking on the country selector in the top right-hand corner of Arsenal Direct and change the currency to the same currency as the gift card (e.g. GBP). Once you reach the delivery page in checkout, you can change the shipping address & country to where the parcel is to be delivered.

If your card is not being accepted, please check that the card number and pin code are correct. If you continue to experience difficulties, it might be worth checking your card balance here. 

Please note that gift cards expire 12 months after the date of purchase or the date of last use. If this still doesn’t answer your query, please contact us so we can assist you further.

You can redeem your gift card online or in any of our official Arsenal retail stores. Please note that gift cards cannot be used to purchase Arsenal match tickets or memberships.

Yes, your gift card will expire after 12 months from the purchase date or from the date it was last used. Please note that we are unable to refund any remaining balance after expiry

You can top-up your gift card at any Arsenal retail store provided the card currency is in Pound Sterling. You can check your balance online here or at any Arsenal retail store.

You can top-up your gift card at any Arsenal retail store provided the card currency is in Pound Sterling. You can check your balance online here or at any Arsenal retail store.

We regret that we are unable to refund gift cards that have been lost or stolen. We would recommend treating your gift card like cash and keeping a record of your gift card and pin numbers so, even in case of loss, you will still be able to use it for online purchases.

No, gift cards cannot be exchanged for cash and any remaining balance will need to be redeemed either online or in store.

Once we have received your return, we will issue a refund to the gift card used to place the original order. The funds will then be available on the card for you to use towards your next purchase.

Click & Collect is a convenient solution for busy people like you who may not be able to receive a delivery at home. 

With our Click & Collect service you can choose to have your order delivered to a collection point near you in the UK and pick it up at a time that suits you. 

You will need to check the opening times of your local Click & Collect store.

At checkout, you will be given a choice between home delivery and Click & Collect. Simply select Click & Collect and you will be prompted to enter your postcode to find a list of your nearest collection points. 

Select your preferred location and proceed with your order. Please note that you will need to enter a valid billing address before submitting the order. 

Please ensure that you enter a valid mobile number as the courier will notify you via SMS once your parcel has been delivered to your chosen collection point.

Should you decide to return your order for an exchange, please be prepared to provide us with a residential address where we can send you your exchanged items, as we are currently unable to process exchanges through our Click & Collect service.

You can track the progress of your order here or via the tracking number in your shipping confirmation email. 

Please allow at least 3 to 5 working days for your parcel to be delivered if you have chosen a standard delivery and up to 2 working days if it’s an express delivery. 

You will be notified by the courier via SMS once your parcel has been delivered, so it is important to make sure you have provided a valid mobile number when ordering.

Please bring with you a proof of purchase (it can be an email from us or a text message from the courier) and a form of ID (such as identity card, passport, or driver’s license).

We are unable to change your Click & Collect store once your order has been submitted. 

You will need to cancel your order following our cancellation procedure. If your order has already been despatched, you will not be able to cancel the order and we will need to wait for the parcel to be returned to us before we can issue a refund. This can take up to 14 working days.

Your selected Click & Collect store will hold your parcel for up to 7 days. 

If the parcel is not collected by then, it will be returned to our warehouse. We will issue a refund once we have received the parcel. This can take up to 14 working days. 

Should you wish to repurchase your items after you received your refund, you can do so by starting a new order (subject to stock availability).

• Free standard delivery on a £100 (for UK), $150 USD (for US), and $250 AUD (for Australia) minimum spend is based on the sub-total shown in the basket after all order and product discounts have been applied (including membership or promotional code discounts).

• Discount applies at checkout stage.

• Any refunds take into account this discount.

• Offer available at arsenaldirect.arsenal.com.

• Discount code of 10% off.

• Affiliate networks - GSG Student, Savethestudent, Youth Discount, Student Beans

• Student Discount page can be found here.

• Cannot be used in conjunction with any other offer.

• Excludes match worn, signature, and gift cards.

• Excludes Tours.

• Subject to availability.

• Discount applies at checkout.

• Any refunds take into account this discount.

• Offer available at arsenaldirect.arsenal.com.

• Discount code of 10% off.

• Affiliate networks - TroopScout, KeyWorker, Edenred, Reward Works.

• Cannot be used in conjunction with any other offer.

• Excludes all Kit and training wear ranges, match worn, signature and gift cards.

• Discount applies to adult audio tour tickets only.

• Subject to availability.

• Discount applies at checkout.

• Any refunds take into account this discount.

• Offer available at arsenaldirect.arsenal.com.

• WTOW, Teams JGs, Young Guns, Cannon, Red, Silver, Gold and Purple members are entitled to 10% discount online and in-store for the 24/25 Season.

• To use your discount online, members must log in using their membership number.

• Once logged in, then the 10% discount will automatically be applied in the basket.

• Available for the duration of the 24/25 season, subject to continued membership.

• Redeemable only against purchases of Arsenal Merchandise & Stadium Tours.

• Excludes Arsenal Gift Cards, signed memorabilia, match worn shirts and VIP Tours.

• Any refunds take into account this discount.

• To claim discount in-store, show your membership card to the cashier along with a secondary form of id.

• This membership benefit cannot be used in conjunction with any other discount.

• Platinum Members, members of The Avenell Club and Diamond Club and Executive Box Holders are entitled to a 10% discount online and in-store for the 2024/25 season.

• To use your discount online, members must log in using their membership number.

• Once logged in, the 10% discount will automatically be applied at checkout.

• The discount is issued per member, not membership.

• Available for the duration of the 24/25 season, subject to continued membership.

• Redeemable only against purchases of Arsenal Merchandise & Stadium Tours.

• Excludes Arsenal Gift Cards, signed memorabilia, match worn shirts and VIP Tours.

• Any refunds take into account this discount.

• To claim discount in-store, show your membership card to the cashier along with a secondary form of id.

• This membership benefit cannot be used in conjunction with any other discount.

• Any questions about your membership or discount, please contact the Platinum Memberships Team on 0345 262 0001 (option 1), or +44 (0)20 7619 5005 from outside the UK.

• Arsenal Women Season Ticket holders are entitled to 10% discount online and in-store for the 2024/25 Season.

• To use your discount online, members must register for an account on Arsenal Direct, using their membership number.

• Once logged in, then the 10% discount will automatically be applied in the basket.

• Available for the duration of the 24/25 season, subject to continued membership.

• Redeemable only against purchases of Arsenal Merchandise & Stadium Tours.

• Excludes Arsenal Gift Cards, signed memorabilia, match worn shirts and VIP Tours.

• Any refunds take into account this discount.

• To claim discount in-store, show your season ticket card to the cashier along with a secondary form of ID.

• This season ticket holder benefit cannot be used in conjunction with any other discount.

• 2 for £35 (or applicable currency €42, $46 USD, $60 AUD, CHF42, HKD338, QAR156, SAR162, CAD56, ZAR681, NOK420, INR3359, CNY289, MOP349, KRW55118, JPY5775, NGN17894, SEK432, TRY730, IQD62278) on selected t-shirts

• 2 for £45 (or applicable currency €55, $65 USD, $80 AUD, CHF56, HKD390, QAR200, SAR210, CAD74, ZAR800, NOK474, INR3900, CNY355, MOP415, KRW61100, JPY5300, NGN20000, SEK530, TRY836, IQD66000) on selected polo shirts

• 2 for £55 (or applicable currency €70, $80 USD, $110 AUD, CHF68, HKD547, QAR252, SAR261, CAD94, ZAR1321, NOK730, INR5786, CNY504, MOP563, KRW92368, JPY10100, NGN53511, SEK756, TRY1877, IQD89991) on selected knitwear

• Discount applies to selected items only

• Excludes sale items

• Subject to availability

• Discount applies at checkout

• Any refunds take into account this discount

• Offer available online and in Arsenal stores

• Discount code of 10% off.

• Cannot be used in conjunction with any other offer.

• Discount applies to adult audio tour tickets only.

• Subject to availability.

• Discount applies at checkout.

• Any refunds take into account this discount.

• Offer available at arsenaldirect.arsenal.com.