Help & Info

Frequently Asked Questions

Help & Info

Frequently Asked Questions

We want your shopping experience to be straightforward with us and understand that you may have some questions that you need to answer before completing your order.

Before contacting us please check the questions below as you may find the answer to your question here and it saves you waiting for us to reply.

If your question isn't listed below please get in touch with us via the contact us page.

Stadium of Light Store

Is the Stadium of Light store open?

The Stadium of Light store is open on reduced shopping hours. To view the open time please click here.

Products and Sizes

Do you have a size guide?

You can view our size guide by clicking here.

I want to purchase an item from the personalised section of the menu. Where does this product come from?

We have a section on the website menu called personalised. Underneath this menu option, there are three options called Personalised Gifts, Handmade British Crystal, and Sunderland AFC Vodka.

These third-party websites are owned and operated by companies external to SAFC meaning the terms and conditions on the SAFC Store website do not apply to them.

You can view their terms and conditions, privacy and cookie policies as well as customer service contact information on their websites which are accessible by clicking the links on the menu.

Order Issues

I haven't received my order confirmation email, what should I do?

After you have placed an order online you will be emailed an order acknowledgement to the email address you used to make the order.

If you don't receive the order acknowledgement into your inbox please check your junk folder as it may have been sent there by your email client.

If the order acknowledgment email is not in your junk folder you can log into your account where your order will be displayed alongside the order status and delivery tracking number once your order status has been set to 'In Picking'.

Can I amend or add to my order after I've placed it?

Once you have completed your order you are unable to amend the order online.

If you wish to amend or add items to your order please email safcstore@safc.com to let us know.

Once your order is despatched we will be unable to amend your order. In this situation, you will need to return your order to us with a completed returns form letting us know what you would like us to do with your order. if you wanted to add items to your order you will need to place a new order for a separate delivery.

I've received a defective item, what should I do?

If you have received a defective item from us please get in touch with us via the contact page and state your order number in your email.

We will arrange for you to have the item returned to us so that we can process an exchange for you.

If you are UK-based you can either return the item back yourself through Royal Mail or we can set up a Shop Return label through DPD for you to print out at home, attach to the return parcel and drop off at your local DPD collection point. If you are outside of the UK we are unable to set up collections so we will ask that you return the item back to us by post. We will reimburse any postage costs incurred.

Please note that DVDs, books, underwear, swimwear, pierced jewelry, and items specially manufactured to your order can only be refunded or exchanged if the goods returned have been deemed to be faulty.

For your protection, SAFC recommends that you use a recorded delivery service, as we cannot be held responsible for goods not received.

I've received an incorrect item, what should I do?

If you have received an incorrect item from us please get in touch with us via the contact page and state your order number in your email.

We will arrange with you to have the item returned to us so that we can process an exchange for you.

If you are UK-based you can either return the item back yourself through Royal Mail or we can set up a collection through our courier DPD. If you are outside of the UK we are unable to set up collections so will ask that you return the item back to us by post. We will reimburse any postage costs incurred.

Can I can my order after I've placed it?

You may return any item within 14 days of receiving the item in the original condition for a full refund or exchange of the price you paid for the item.

The period of 14 days begins on the day after the day you receive your goods. Your right to exchange will not normally apply to personalised goods.

You must tell us if you want to cancel in writing by letter or email within a period of 14 days, beginning on the day after the day you receive your goods.

If you cancel your order within the 14-day cancellation period, we will refund all payments received from you, including the costs of standard delivery for customers within the UK, other countries within the European Economic Area and Switzerland.

In the case of customers outside the European Economic Area and Switzerland we will refund the standard delivery cost up to a maximum of £6.95.

We may make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the refund without any undue delay and not later than 14 days after we receive back from you any goods supplied, or 14 days after you provide evidence that you have returned the goods to us, if earlier. You will have to bear the direct cost of returning items to us.

We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

I'm missing an item from my order, what do I do?

If you have received your order and there is an item missing please get in touch with us by email at safcstore.com.

As well as stating the missing item and order number in your email we also ask that you scan or take a photograph of the paper order acknowledgement that you have received inside your parcel ensuring that all four corners of the paper is displayed.

We require a copy of your paper order acknowledgement so that we can look into how many items have been declared in your parcel by a member of the SAFC Store team.

Can I have items sent to someone as a gift?

You can place an order online and then have this sent to a friend or family member.

In order to do this, you must enter your details when setting up the order and on the delivery details page you can add another address to send your parcel to.

On your order acknowledgment, you may see two addresses. Your parcel will be delivered to the address that is displayed on the left hand side under the heading 'Shipping Address'.

Delivery

How long does it take for my order to be delivered to my UK address?

We aim to pick, pack, and dispatch all orders with 2-3 working days. Please allow for an extra 5 working days for your order to be dispatched if you have ordered shirt personalisation.

Can I track the delivery of my order in the UK?

As soon your order is printed off on our system your tracking number will be updated to your order within your account.

Once your parcel is dispatched and arrives at the DPD depot you will receive an email/text notification from DPD that will allow you to follow the progress of your delivery.

Please note that these email notifications can sometimes be sent to spam/junk folders.

I live outside of the UK; can I have my order delivered to my address?

We send our international parcels via Fedex.

We aim to dispatch international orders within 2-3 working days and then the delivery duration normally takes between 7-14 days depending on your country. 

As soon your order is printed off on our system your tracking number will be updated to your order within your account.

Our international delivery service costs vary from country to country. However, this will change depending on your country.

Once your parcel is handed over to Fedex you will begin to receive tracking notifications that will allow you to follow the progress of your delivery. 

Can I have my order delivered to a BFPO address?

We send parcels to BFPO addresses through Royal Mail.

Please state your BFPO number and rank in your name when placing your order.

A tracking number can be provided upon request however this tracking number only shows when your parcel is delivered to British Forces Post Office and not to your final destination.

Can I have my order delivered to a PO Box address?

We are unable to deliver to PO box addresses through our courier DPD because we require a signature at the point of delivery.

Can I have my parcel redirected to a different address?

If you live in the UK it is possible to have your parcel redirected to a different address in the UK.

You can do this through the DPD tracking website that you will receive a link to once your parcel is despatched and with DPD.

What happens if I'm not in when my order is out for delivery?

When your parcel is out for delivery you will receive an email/text notification that will provide you with a one hour delivery window.

If you know that you are not going to be in when your parcel is scheduled for delivery you will be able to select for your parcel to be left in a safe place, left with a neighbour or you can select a different delivery date.

If you miss your delivery notification and delivery attempt your parcel will remain with the courier for a further two delivery attempts until it is returned back to SAFC Store.
 

Exchanges and Refunds

Can I return a personalised item for an exchange or refund?

Personalised shirts cannot be refunded or exchanged unless the product is faulty.

We strongly advise that you don't add a players name and number until the squad lists is confirmed for the 2021-22 season.

We accept no responsibility once a replica shirt or short has been printed, if a player leaves the team and/or their team number changes, or if the shirt ordered is the wrong size.

Please check our size guide before ordering a personalised shirt to ensure that select the correct size.

I want to return an item for exchange, what should I do?

You may return any item within 14 days of receiving the item in the original condition for an exchange for an item of equivalent value.

You must take reasonable care of the goods and may inspect and assess them, but not use them.

Please complete the returns form on the back of your order form received inside your parcel and return it along with the item to SAFCSTORE.COM, Stadium of Light, Sunderland, SR5 1SU.

You will have to bear the direct cost of returning items to us.

I want to return an item for a refund, what should I do?

You may return any item within 14 days of receiving the item in the original condition for an refund.

Please complete the returns form on the back of your order form received inside your parcel and return it along with the item to SAFCSTORE.COM, Stadium of Light, Sunderland, SR5 1SU.

We will make the refund using the same means of payment as you used for the initial transaction.

We will make the refund without any undue delay and not later than 14 days after we receive back from you any goods supplied, or 14 days after you provide evidence that you have returned the goods to us, if earlier.

You will have to bear the direct cost of returning items to us.

What address do I return an order/item to?

Our returns address is SAFCSTORE.COM, Stadium of Light, Sunderland, SR5 1SU.

Payment and Promotions

What methods of payment can I used to purchase from SAFC Store?

We accept Visa, Mastercard and Electron card and PayPal as methods of payment.

We only accept payment in British Pounds Sterling on the website. However, if you are ordering outside of the UK your order total will convert to your currency when completing your purchase.

SAFC Store at www.safcstore.com reserves the right to withhold any order from dispatch in order to process further security checks. This can delay an order for up to 36 hours. In the event that your offer to purchase goods is refused, any money paid by you will be refunded.

Are my card details safe when using the SAFC Store website?

Communication between you, us, and our acquirer is encrypted using the SSL mechanism built into your browser.

This ensures that even if someone was able to monitor the traffic between you and the acquirer, they would not be able to read it.

Encryption is used on all pages within the buying process, making shopping on the www.safcstore.com website as safe as possible.

In addition, this site is secure to PCI-DSS Level 1 Hosting Compliance.

For details of this security standard, please read the website at the PCI Security Standards Council

Do you check for fraudulent cards?

When we receive your Credit Card details, an on-line check of your Credit Card is conducted with the acquiring bank.

This process ensures the number you entered actually corresponds to a real credit card number and is not a bogus card.

The system also checks various "Hot Card lists" to ensure that no fraudulent use is being made on any Credit Card.

This on-line verification of your details is carried out over a secure line to the bank.

Credit Card data is, at no time, sent over the Internet using the validation process.

We also carry out random security checks on cards to ensure we help prevent fraud - please note that we do not intend any personal slight if your card is chosen for a random check.

Is the transaction Real-Time?

All Credit Card transactions are completed in real-time.

After you have confirmed your order, we make an immediate connection to verify the card and amount, so that authorisation is given before we complete the order.

All shirts with customisation will be fully charged once you have confirmed your order and it has been accepted by us.

A binding contract will exist between us at the time of dispatch of the goods from our warehouse.

I live outside of the UK, do I pay VAT?

For any customer purchasing adult clothing and souvenirs outside of the UK, VAT is deducted from the total price of your items at the standard UK rate of 20%.

Children's clothing is exempt from VAT in the UK and is therefore charged at 0% thus no tax is added in the price quoted by The SAFC Store at www.safcstore.com.

Products are shown inclusive of VAT, but this will be recalculated when you purchase your goods.

Any customs or import duties are levied once the package reaches its destination country outside of the UK.

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 and we advise you to contact your local customs office for further information.

The UK is no longer in the EU single market or customs union meaning all EU countries will now be subject to these additional taxes and duties charges.

I have a promotion/discount code, how do I redeem it?

If you have a promotion/discount code for the SAFC Store website you can redeem this on the basket page before you click through to pay.

Can I redeem a discount code on an item that is already reduced in the sale?

Items that are already reduced in the sale are non-discountable.

If you add full-price items and sale items to your basket and redeem a code the discount will only apply to the full-price items in your basket.

Can I redeem gift vouchers or credit notes online?

You can only redeem gift vouchers and credit notes in the Stadium of Light store.

Technical

I can't remember my password, what should I do?

If you can not remember your password you can send yourself a password hint email reminder or reset your password by clicking here.

How can I unsubscribe from the marketing emails?

You can unsubscribe from any marketing email sent to you from SAFC by clicking the unsubscribe link at the bottom of the email.

Alternatively, you can email GDPR@safc.com and let us know what you would like to unsubscribe from and this will be actioned for you.