Here To Help

FAQ
Stock and Availability
Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:

Despatching of Orders - Although we try to get all our orders despatched on the day of order, this may not always be possible, for the following reasons:

Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website

Credit Card Checks - Sometimes we may need to make additional checks on your credit card which could delay your order.

Shirt Printing - Shirts requiring personalisation for example with additional name, numbering and badges added may take an extra three days before they are ready to be despatched.

Items on Available Within - Occasionally if a particular product is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example "Available within 7 days":

Items on Immediate Despatch - Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above, then please contact our Customer Service Department who will be happy to assist.

Placing Your Order

Purchasing your goods with us is designed to be simple, quick and secure. Before you order please ensure that:

  1. You have ordered the correct size for the product (if applicable)

  2. You are aware of the expected delivery dates for the product

  3. The desired quantity is correct

  4. You have read the Terms and Conditions

When you are ready to buy, simply click the 'Add to Cart' button on the product page and then 'Confirm Order' button on the cart page.


If you are a new customer then you will be taken through the order form to enter information such as your name, shipping address and your payment details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.

If you are an existing customer then you will be asked to log in, if you have not done so already. If none of your details have changed then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.


Please note that by proceeding through the 'checkout process' you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form nor completing the checkout process constitutes our acceptance of your order. A binding contract will exist from the moment of dispatch of goods.


We will notify you by email as soon as possible to acknowledge that we have received and are processing your order. The duration of our contract with you will start from when we despatch the products, until the last day of our returns window.


Ordering by Phone

If you prefer, you can call our Customer Services team to place your order on one of the numbers below:

  • Customers within the USA: 1-844-505-5302
  • Customers outside the USA: +44 (0) 330 222 0381

Our opening times are 8am-8pm GMT (UK time) Monday to Friday and 9am-4pm at weekends.

Delivery and Shipping

See below for a breakdown of shipping prices and transit times


STANDARD DELIVERY TIMES & COSTS


COUNTRY


DAYS (MON - FRI)


COST


USA

Within 3-10

$4.95*

ESP

Within 3-5

€3.95

UK

Within 2 Days

£5.95

ROW

Within 3-10

From $10*


*Please note, in order to qualify for Standard Delivery:

- Order must be under 2kg

- The order value must be less than $200

- Order must be no larger than 60cm x 60cm x 60cm

>Please note if your order exceeds $250 in value our courier will require a signature.

>Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.

If your order includes a customized item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


EXPRESS DELIVERY TIMES & COSTS


COUNTRY


DAYS (MON - FRI)


COST


USA

Within 1-3*

From $19.50**

ESP

Within 1-2*

€ 11.95

UK

Within 1 Day*

£7.95

ROW

Within 1-4*

**


*When ordered by 12pm GMT

** Cost dependant on the weight and volume of your order

>Please note if your order exceeds $250.00 in value our courier will require a signature.

Some more remote addresses may incur longer transit times.

If your order includes a customized item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


CUSTOMS & DUTY

Please note that all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be paid by the recipient and the Official Real Madrid Online Store will not accept liability for any such costs.

In the USA the threshold for customs is $200, with any orders below this value usually not incurring any customs (we can't accept liability for any exceptions). Any orders above this value will likely incur additional charges, which our carrier will contact you to take payment for.

We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due our carrier will contact you to arrange payment.


ADDITIONAL INFORMATION

Different Stock Availability - If you have selected items with different availability times, such as including an item on pre-order, then we will dispatch your order when all items are ready.

Credit Card Checks - Sometimes we may need to make additional checks on your credit card which could delay your order by upto 72 hours.

Customized Items - Customized items, such as jerseys with additional name, numbering and/or badges added may take an extra 3-5 days before they are ready to be dispatched.

Non-Shipable Addresses - For contractual reasons we are unable to deliver to certain locations around the world. If your country is not listed when you are entering a delivery or billing address, then we will not be able to accept your order to deliver at that address.

PO Boxes - Please note that we do not ship to PO Box addresses.

Undelivered Items – We aim to deliver all of our orders and keep failed deliveries to a minimum. If we do fail to deliver any order to you, please report this to us no later than 30 days from the date on which the order was taken by us. We will not accept responsibility for any undelivered orders which are reported to us later than 30 days after the date on which the order was taken by us.

Payments

Accepted Payment Methods & Currencies

We currently accept the following payment methods:

  • Visa
  • Mastercard
  • American Express
  • Switch and Solo
  • Maestro
  • Delta Card
  • Paypal
  • Alipay
  • Delta Card

You can select your preferred payment method during the checkout process.

You can chose which currency to browse and order in from the drop down box in the top right of your screen. We currently accept orders in the following currencies:

  • US Dollars
  • British Pound Sterling
  • Euros
  • Chinese Yuan
  • Australian Dollars
  • Japanese Yuan
  • South Korean Won


Security Checks

In order to protect against fraud, all orders placed will undergo card security checks by our payment provider. These are usually very quick but in some cases can delay dispatch of your order by up to 36 hours. In the event that your offer to purchases goods is declined by our checks we will refund any money charged.

In order to minimise the risk of being rejected by our security checks please ensure that your billing address exactly matches the address to which your payment card is registered. If you are ordering from outside of the UK please also ensure that your card is authorised for international transactions.


Frequently Asked Questions

Many internet users are concerned about security on the web - below are answers to few questions we are commonly asked:


What is the Card Security Number? Also known as a CV2 number, this is a special 3 digit number that appears on the far right side of the signature strip on your card. This number is unique to each card, and gives you extra protection against fraud. Note: with American Express, the card security number is 4 digits long and is printed on the front of the card.


Who are CyberSource? – The Official Real Madrid Online Store has chosen CyberSource as a partner for its secure server software. They are a leading payment system provider to online businesses. For further information about CyberSource please visit their web site at http://cybersource.co.uk.


Is shopping with The Official Real Madrid Online Store safe? - Communication between you, us and CyberSource is encrypted using the SSL mechanism built into your browser. This ensures that even if someone were able to monitor the traffic between you and the CyberSource server, they would not be able to read it. Encryption is used on all pages within the buying process, making shopping with us as safe as possible.


How do we protect the Buyers Data? - The CyberSafe software sits behind a corporate firewall. Access to this machine is strictly controlled, preventing unauthorized access to your personal data. Once you have passed your Credit Card details to the Official Real Madrid Online Store, they are stored on the CyberSafe server in an encrypted format.


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 NatWest Bank to verify the card and amount, so that authorization is given before we complete the order. All orders will be charged as soon as they are placed, even if some or all of the items are not yet available.


Do I have any Legal Protection? - You are protected by the normal laws of England and Wales, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43) Consumer Rights Regulations 2013. Full details of your legal rights are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.


Tax, Pricing and Other Charges

For any customer purchasing adult clothing and souvenirs inside the European Union, VAT is included at the standard UK rate of 20%. Children's clothing is exempt from VAT in the UK and so no tax is added to the price quoted by the Official Real Madrid Online Store.

For any customers purchasing outside the European Union all purchases are exempt of UK VAT.


Please note that our pricing may differ between countries based on several factors. The price shown at the checkout stage will be the price you are charged. If you believe to be an error with the price shown please contact our Customer Services team prior to placing your order.


Please note that all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be paid by the recipient and the Official Real Madrid Online Store will not accept liability for any such costs. If there are any additional charges due, our carrier will contact you to arrange payment after dispatch.

Your Security

Safe shopping is important to everyone and we have gone to great lengths to make sure your details remain safe. When you start the order process you can be sure that every step of the way is 100% secure.

We have compiled a list of frequently asked questions below, which you may find useful. If you have any concerns about the security of our site, or if you have any further queries, please contact Customer Services Customer Services.


How Secure are You? - As soon as you enter the order process, every bit of information that is transferred between you and us is encrypted using powerful encryption algorhythms. So even if someone could intercept the data over the internet, there is not a thing they could do with it.

How can I tell if the web site is a secure one? - It is easy to determine if your connection is secure; on your browser you will notice a picture of a small padlock - this normally appears right at the bottom of the screen. Sometimes this padlock will not appear, even though you are secure - to double check this, you can right click on the page and select "properties" or "view frame info" from the list which will tell you whether you are secure or not. Also look out for the sign of a secure web page, which can be identified by the URL (the web site address). A standard page will begin with "http://". A secure web page will begin with the URL "https://" denoting that the merchant is using a secure server for the transaction of data.

How does Encryption work? - All credit card details are encrypted using GlobalSign 40bit SSL (Secure Sockets Layer) Software. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which functions as a one-way encryption device. The browser then uses this key to scramble your personal data (Credit Card Information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has. Without this exclusive, private key, your personal information cannot be read.

What else can I do to ensure my details remain safe? - The second way to ensure you have a secure connection is to look for a GlobalSign logo and only purchase from merchants you know and trust. Here again, the digital certificate is important. In addition to encrypting the data you send over the Internet, the certificate can be used to confirm and authenticate the identity of a web site"s owner (in this case, the merchant). Because digital certificates act as electronic signatures they cannot be forged, you can be certain the connection is secure if either RSA DATA SECURITY INC. or GlobalSign Inc has issued the certificate.

Who are GlobalSign? - GlobalSign, Inc. is the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on GlobalSign please visit their web site at http://www.GlobalSign.com.

Your Profile

When you have registered or have ordered an item from the Official Real Madrid Online Shop, a profile will have been created for you. The profile has many useful functions which are detailed below:

Personal Details - You can make amendments to this area as necessary, for example if you move house.

Password Settings - We recommend you change your password frequently - to do this, complete the boxes as required. You can also change your password hint questions and answers here.

Address Book - You can add additional addresses to your personal address book - this makes it easy if you wish to have presents sent directly to your friends or family.

Your Preferences - This section gives you the opportunity to opt in or out of receiving information from The Official Real Madrid Online Shop or our partners. We do not send out emails out very often but they are usually full of not to be missed bargains and latest poducts!

Order History - This section gives you details of all your past and pending orders with the Official Real Madrid Online Shop. You can track your order from the moment you place your order, right through until the moment it has been dispatched!

Gift Vouchers & Promotions

The Official Real Madrid Online Store does not currently sell gift vouchers or certificates.

Occasionally however, we may produce exclusive vouchers, offers and discounts for our valued customers and email subscribers – Click here to register today.


Where you have a valid promotion code, the following additional terms and conditions apply on the discounts:

  • When more than one promotion is running at the same time – only the highest value offer will be valid. Multiple promotions or offers cannot be used simultaneously.

  • Discounts will only be available on order values over the amount stated in the offer.

  • Discounts are only valid until the date published.

  • Discounts are only redeemable for purchases made on this website (realmadridshop.com).

  • Discounts are not refundable.

  • Only one discount/promotion/offer may be used per customer per transaction.

  • We reserve the right to end any discounts, promotion or offer at any time including prior to the advertised end date without notice.

Orders And Returns

RETURN POLICY:


You may return any item within 30 days of receiving it in the original condition for an exchange or full refund of the price you paid for the item. All items should be unworn and unused.

Returns for customized product will normally only be accepted if the customization is incorrect from the receipt of order or if the product is faulty.

If you return your order in full, we will refund all payments received from you, including the costs of standard shipping (upto a maximum $10 shipping charge). We will process your return within 14 days of receiving the merchandise back to our warehouse.

We will make the refund using the same method of payment used for the initial transaction, unless you have expressly agreed otherwise. If an electronic refund is not possible, we will process your refund by check.

All return and re-shipping charges are the Customer's liability. You must take reasonable care of the goods and may inspect and assess them, but not use them.


Please note the following exceptions to this policy:

  1. DVDs, videos, PC & video games, underwear, swimwear & pierced jewelry and items specially manufactured to your order can only be refunded or exchanged if the goods returned are faulty.

  2. We are unable to refund or exchange an item once it has been customized to your order. A refund or exchange will be permitted if the garment is faulty.


If you do not have your returns form please include a cover letter with:



RETURNS FROM THE USA


If your item is defective, faulty or incorrect please contact Customer Services prior to returning it at customerservices@realmadridshop.com or on 1-844-505-5302 and our team will advise you how to proceed. Please note that the Official Real Madrid Online Store will not accept liability for any returns shipping costs incurred which our Customer Services team have not previously agreed to cover.


To return an item please include the merchandise with a completed returns slip (found on the back of your dispatch note) and post back to the below address. If you require an exchange our returns centre will be happy to process this for you. Please include written details on the returns slip with your return code.

Real Madrid Online Store Returns

PO Box 210

Manchester

M24 1YN

United Kingdom


Please note that for your protection the Official Real Madrid Online Store recommend that you use a tracked & insured delivery service as we cannot be held responsible for goods not received.



INTERNATIONAL RETURNS


If your item is defective, faulty or incorrect please contact Customer Services prior to returning it at customerservices@realmadridshop.com or on +44 (0) 330 222 0381 and our team will advise you how to proceed. Please note that the Official Real Madrid Online Store will not accept liability for any returns shipping costs incurred which our Customer Services team have not previously agreed to cover.


To return an item please include the merchandise with a completed returns slip (found on the back of your dispatch note) and post back to the below address. If you require an exchange our returns centre will be happy to process this for you. Please include written details on the returns slip with your return code.

Real Madrid Online Store Returns

PO Box 210

Manchester

M24 1YN

United Kingdom


Please note that for your protection the Official Real Madrid Online Store recommend that you use a tracked & insured delivery service as we cannot be held responsible for goods not received.



PayPal Australia Exclusive - Returns Shipping Refunded

Our customers in Australia can have one less thing to worry about thanks to Paypal - get your return shipping costs refunded by following these steps:

  1. Activate the service with Paypal at https://www.paypal.com/au/webapps/mpp/returns
  2. Once you have returned an item to us, complete the online request form within 14 days of returning the item.
  3. Add your shipping receipts and submit your claim. Once you've submitted a request, Paypal will review the details.
  4. If accepted, you'll receive your refund in your PayPal account (usually within 5 days).


Terms - Please Read

Please note, Paypal will only cover upto a maximum of 4 returns per Paypal account per year and only for eligible purchases. Paypal will only refund shipping costs upto a maximum of A$45 per return.

The Refunded Returns Service is offered by PayPal Pte. Ltd. and the Official Real Madrid Online Store have no control over eligibility or acceptance of claims. For any queries or complaints, please contact Paypal directly.

For full terms and more Information please visit https://www.paypal.com/au/webapps/mpp/returns


Terms And Conditions

Main Store Terms & Conditions

Welcome to The Official Real Madrid Online Shop. Please read the following terms and conditions (the “Terms and Conditions”) carefully before using this website. By using this website or any sub-site accessible on this website, the user ("user" or "you") accepts, without limitation or qualification, the Terms and Conditions set out below and any additional Terms and Conditions set out in any sub-site. If you do not agree to these Terms and Conditions, you should exit the website.

We will notify users of any material changes to the Terms and Conditions by publishing a notice of such changes on the home page of this website. Your continued use of this site implies that you accept to be bound by any updated version of the Terms and Conditions.

You may wish to open these terms and conditions in another browser window so you may print them out.

Ownership and Operation

The Official Real Madrid Online Shop is operated by Fanatics (International) LTD. ("Fanatics" or “us”). Fanatics is a company incorporated in England and Wales with company number [5933624 whose registered office is at Greengate, Middleton, Manchester, M24 1FD. Fanatics’s VAT number is 125688644]

Registration

You will need to register with Fanatics to place an order for products through this website.

In return for allowing you to use the Fanatics website and benefiting from our services, you agree that any information you provide us about yourself at any time will be true, accurate, current and complete and that you will ensure that this information is kept accurate and up to date. If incorrect information is supplied, any contractual obligation Fanatics has is immediately null and void.

Conditions of Registration

If you are under 18, you must ask your parents or guardians before you.

  1. E-mail the website, or ask Fanatics to e-mail anything to you;
  2. Send in any information to Fanatics;
  3. Buy anything online

By continuing to use this website and any of the services offered, you are confirming that you have received the consent of your parents or a guardian. PLEASE NOTE that all minors are recommended to discuss these terms and conditions with their parents before they complete the registration process.

Copyright

All content included on this site including but not limited to web site design, text, graphics, audio clips, visual clips, logos, button icons and the selection and arrangement thereof are either the property of the Club or Fanatics or its contents suppliers and are protected by UK and international copyright laws. All software used on this site is either the property of the Club or Fanatics and is protected by UK and international copyright laws ALL RIGHTS ARE RESERVED. Permission is granted to electronically copy and to print in hard copy portions of this Web site for the purposes of placing an order with Fanatics and using this website as a shopping resource only. Any other use of materials on this Web Site including reproduction for purposes other than those noted above, modification, distribution, transmission, broadcasting republication, downloading or uploading without the prior written permission of Fanatics is strictly prohibited.

Notification of Copyright Infringement

Fanatics will, in appropriate circumstances, terminate the accounts of users who infringe the intellectual property rights of others. If you believe that your work has been used or copied in a way that constitutes copyright infringement, please provide our Legal Department with a Notice containing the following elements:

  1. • a physical or electronic signature of the person authorised to act on behalf of the owner of the copyright interest that is alleged to have been infringed;
  2. • a description of the copyrighted work or works that you claim have been infringed and which you request to be removed from the site;
  3. • a description of the location of the material that you claim is being infringed;
  4. • information sufficient to permit Fanatics to contact you, such as your physical address, telephone number and e-mail address;
  5. • a statement by you that you have a good faith belief that the use of the material identified in your Notice in the manner complained of is not authorised by the copyright owner, its agent, or the law;
  6. • a statement by you that the information in your Notice is accurate and that you are the copyright owner or are authorised to act on the copyright owner"s behalf.

You can notify Fanatics of any claims of copyright infringement at the following address:


The Official Real Madrid Online Shop
Fanatics
Attn: Legal Department
Greengate,
Manchester,
England
M24 1FD

Trademarks

Fanatics and all page headers, custom graphics and button icons are service marks, trademarks, and/or trade dress of shop.realmadrid.com/Fanatics ("shop.realmadrid.com Trade Marks"). All other trademarks, product names and company names or logos cited herein are the property of their respective owners ("Third Party Trade Marks"). You are not permitted to use the shop.realmadrid.com or Fanatics Trademarks or Third Party Trademarks without the prior written consent of the Club or Fanatics or such third parties that may own the Trademarks.


The Official Real Madrid Online Shop
Fanatics
Attn: Legal Department
Greengate,
Manchester,
England
M24 1FD

Content Supplied by Users

If you send communications or materials to this website by electronic mail or otherwise, concerning any comments, questions, suggestions or the like, all such communications are, and will be treated as, non-confidential and non-proprietary. Thus, you give up any claim that any use of such material infringes any of your rights including without limitation moral rights, proprietary rights or any other right, including the right to approve the way in which Fanatics uses such material.

Any material submitted to this website, may be adapted, broadcast, changed, copied, disclosed, licensed, performed, posted, published, sold, transmitted or used on a royalty free basis by Fanatics anywhere in the world, in any medium, in perpetuity.

Please note that this provision does not relate to any personal data that you submit which will be dealt with in accordance with the provisions of this website"s "Privacy Policy" which is part of these Terms and Conditions.

Amending the Terms And Conditions of Use

Fanatics may add to, change or remove any part of these Terms and Conditions of Use at any time, without notice. Any changes to these Terms and Conditions of Use or any terms shown on this website or any subsite hereof, apply as soon as they are shown. By continuing to use this website after any changes are posted, you are indicating your acceptance of those changes. Fanatics may add, change, discontinue, remove or suspend any other content displayed on this website, including features and specifications of products and services described or depicted on the website, temporarily or permanently, at any time, without notice and without liability.

Privacy

We treat your privacy very seriously. Fanatics"s Privacy Policy provides details about the type of information we may collect from you and details of how we may use this information. You are asked to read our Privacy Policy, which forms a part of these Terms and Conditions and sets out the way in which your personal data is handled.

Use of the Site

You agree that you will only use our web site in a way which is consistent with our terms and conditions and which complies with applicable laws and regulations. In particular you agree that you will not use our web site to upload or send any material which contains software viruses or other codes, files or programs designed to interrupt, destroy or limit the functionality of any computer software, hardware or telecommunications equipment or in any other manner which would interfere with or disrupt our web site. You acknowledge that our web site and any goods that you obtain from our web site are provided for your personal use only and may not be used for any commercial purposes or distributed commercially without our permission.

Purchasing Goods

Please click here to read our Help Section. The Help Section tells you how to order and pay for products. It also addresses any questions you might have about delivery of your products, your right to cancel orders or return faulty products to us and our quality assurance. In particular please note that once a name and squad number have been printed on the shirt, unless the shirt is faulty, we cannot provide a refund or exchange the shirt even if that player subsequently leaves the Club or his squad number changes during his career at the Club.

Multiple Promotions

Please note that any promotions/offers on the website cannot be used in conjunction with any other discounts.

Pre-Ordering items from Fanatics

Fanatics will pre-authorise and charge for all pre-ordered items no more than 2 weeks prior to despatch. The reason is to ensure that stock is allocated against your order. It is also sometimes necessary for the customer to confirm details contained within the order.

Links

Fanatics may choose to provide links to sites owned by Fanatics and associated companies from time to time and may also choose to provide links to sites that are owned by third parties that are not connected with Fanatics. All links are provided for your convenience only. Access to sites that are owned by third parties is at your own risk and Fanatics has no responsibility or liability for these third-party sites.

Availability

Fanatics will use all reasonable endeavours to ensure that this web site is fully operational at all times. However we cannot guarantee that the web site will be fault free. In particular access to this web site may be interrupted or restricted to allow for emergency or routine repairs or maintenance to be carried out or the introduction of new facilities or services.

Further, by using this website and any subsite, you acknowledge and agree that the Internet uses elements and relies upon services, input and facilities which are not within the control of Fanatics and if Fanatics is totally or partially prevented or delayed in the performance of any of its obligations in providing a particular service, such a situation will constitute a "force majeure" and Fanatics shall be excused the performance for so long as such a situation endures.

For the purposes of these Terms and Conditions, the term "force majeure" shall be deemed to include any cause affecting the performance by Fanatics of its obligations arising from or attributable to acts, events, omissions or accidents beyond the reasonable control of Fanatics and in particular, but not by way of limitation, shall include strikes, lock-outs, other industrial action, actual or threatened terrorist action, civil commotion, riot, crowd disorder, invasion, war, threat or preparation for war, fire, technical or power failure, software, hardware or telecommunication or other network failures, interruptions, disruptions or malfunctions, explosions, storm, flood, earthquake, subsidence, structural damage, epidemic or other natural or physical disaster, any legislation, regulation, rule or ruling of government, court or any competent authority.

Fanatics reserves its right to restrict, suspend or terminate your use of this website or any of our services at any time if we believe, in our absolute discretion, that you have breached these Terms and Conditions.

You agree to indemnify, defend and hold Fanatics and the Club and, all of its associate companies, their directors, employees, information providers, licensors and licensees, officers and partners, (collectively, "Indemnified Parties") harmless from and against any and all liability and costs (including, without limitation, legal fees and costs), incurred by the Indemnified Parties in connection with any claim arising out of any breach by you of these Terms and Conditions. You will co-operate as fully as reasonably required by Fanatics and the Club in Fanatics"s and/or the Club"s defence of any claim. Fanatics and the Club reserves the right, at their own expense, to assume the exclusive defence and control of any matter and you shall not in any event settle any matter without the written consent of Fanatics and the Club.

Alterations

We may amend this website and our services in any way and at any time with or without notice to you.

Complaints and Comments

If you have any complaints or comments about our website or any of the products supplied to you, please contact Fanatics through the Contact Us section on the website. Alternatively, you can call us Monday-Friday between 8am and 8pm GMT and 10am to 4pm (GMT) Saturday and Sunday. US customers should call 1-844-505-5302. Customers from outside the US should call (+44) 03302220381 .

Miscellaneous

The Terms and Conditions together with our Help Section and Privacy Policy contain the full and complete understanding between Fanatics and you. No advice or information, whether oral or written, obtained by you through or from the website or from any conversations with our staff will operate to vary these terms and conditions.

The Terms and Conditions together with our Help Section and Privacy Policy and all contracts made under them shall ensure for the benefit of any successors and assignees of Fanatics.

Email Service

In situations where Fanatics gives you the option to subscribe to its email service which will update you with news or information which it considers to be of interest to you, your use of the content received through the email service will be subject to these Terms and Conditions.

Limitation of Liability

To the fullest extent permitted by applicable laws, neither the Club nor Fanatics nor any of their respective directors, employees, affiliates or other representatives will be liable for loss or damages arising out of or in connection with the use of, or inability to use, the materials in and/or facilities or services offered through this website, including, but not limited to, indirect or consequential loss or damages, loss of data, income, profit or opportunity, loss of or damage to property and claims of third parties, even if the Club and/or Fanatics have been advised of the possibility of such loss or damages or such loss or damages were reasonably foreseeable. If this clause is unenforceable in whole or in part in any jurisdiction due to relevant laws, then in no event shall either the Club"s or Fanatics"s total liability to you for all damages, losses, and claims (whether in contract, tort (including, but not limited to, negligence), or otherwise) exceed the amount paid by you, if any, for accessing this website.

Disclaimer

This website and its contents are provided without any representations or warranties of any kind, either express or implied. The Club and Fanatics both disclaim all representations and warranties, including by way of example but not limitation, as to fitness for a particular purpose, to the fullest extent permitted by applicable laws. In addition, neither the Club nor Fanatics represents or warrants that the information and/or facilities accessible via this website are accurate, complete or current, or that this website will be free of defects, including, but not limited to, viruses or other harmful elements. The user of this website assumes all costs arising as a result of the use of this website.

Governing Law

These Terms and Conditions and any contracts made under them are governed by and shall be governed and construed in accordance with the laws of England and Wales whose courts shall be courts of exclusive competent jurisdiction. We make no representation that materials on this Site are appropriate or available for use in other locations, and accessing them from territories where their contents are illegal is prohibited. Customers who access this web site from locations outside the United Kingdom do so at their own risk and on their own initiative and are responsible for compliance with local laws, to the extent that any local laws are applicable. Nothing in these Terms shall in any way be deemed to restrict or affect your statutory rights under English law.

This document explains our policy regarding any personal information you might supply to us when you visit this site. Our goal is to protect your information.

Please note that this web site contains links to other websites which are provided for your convenience. We are only responsible for the privacy practices and security of this site. We recommend that you check the privacy and security policies and procedures of each and every other website that you visit.

Data Responsibility

Fanatics

The data that you give us as well as the data that you’ve facilitated in your purchase o orders are given to Fanatics, who will be responsible for your data maintenance.

Loyalty Real Madrid, C.F.

In addition, this store belongs to Real Madrid’s official stores and for that reason, all the purchases and personal data that you do in this store as well as all the ones you do at any other official store under Real Madrid’s C.F. brand, will be store in a file, which Real Madrid C.F. will be responsible. Your credit card details – or any details for payment – won’t be included on this file. The Real Madrid’s personal data file purpose is to globally administrate all the Real Madrid official stores so all the customers that have registered in any of the shops can have access to the information or access other stores –providing that the functionality is active -. This service also informs you of any Real Madrid offers or products from its sponsors or third parties indicated. Communication can be via mail or email, text messages or similar system and clients amongst all shops can receive, as a reward for your loyalty, opt ins in draws, competitions, discounts or direct prizes. Loyalty actions as well as prizes, discounts or draws will be informed ti the users by the club, who reserves the right to update them or improve them in order to include new advantages.

Consent

By registering or placing an order on the Fanatics website, you indicate your consent to us and our commercial partners collecting and using your personal information in accordance with the terms set out in this policy. If you do not agree to these terms, please do not register or place an order on this site. Details of our commercial partners are set out below.

Collection of Personal Information

When you engage in certain activities on this site, such as registering, ordering products, or entering contests, Fanatics may ask you to provide certain information about yourself by filling out and submitting an online form. It is completely optional for you to engage in these activities. If you elect to engage in these activities, however, Fanatics may require that you provide us with personal information, such as your name, mailing address, e-mail address, telephone number and other personal identifying information. When ordering products on the site, you may be asked to provide a credit or debit card number.

We may supplement the information that you provide with other information that we obtain from our dealings with you or which we receive from other organisations, for example, our commercial partners.

How will we use your information

When you submit personal information to Fanatics you understand and agree that Fanatics and its subsidiaries, affiliates and trusted vendors may record, transfer, store, and process your customer profile in any of the countries in which Fanatics and its affiliates maintain offices, including without limitation, the United Kingdom. All personal information submitted will be protected by us in accordance with current data protection legislation and this privacy policy. Fanatics collects this information in order to record and support your participation in the activities you select. If you order a product, for example, the information is used to mail to you the items ordered and to provide you with any benefits that may be made available to registered users. If you enter a contest, information is collected to qualify the entry and contact you regarding the contest or prize awards. Fanatics also uses information that you provide:

  1. 1. as part of our effort to keep you informed via mail, email, phone or fax about special offers, and other Fanatics products and services
  2. 2. for record keeping purposes
  3. 3. to improve the quality of our service
  4. 4. for market research
  5. 5. to track activity on our website
  6. 6. to understand your preferences so that we can improve the products or services we offer
  7. 7. In Real Madrid"s case, the purpose to collect information is the management of the loyalty action and in the case it was active, the access to the remaining Real Madrid C.F. official shops, as has been previously described.

Fanatics recognises and appreciates the importance of responsible use of this information. If you do not want the information you provide to Fanatics to be used to inform you of other products and special offers from Fanatics, and you indicate this preference when you provide the information to us, we will honour your preference. In addition, Fanatics may selectively provide certain information to other companies or organisations that have products or services we think may interest you. If you do not want the information you provide to Fanatics to be shared with other companies, and you indicate this preference when you provide the information to us, we will honour your preference.

Your personal information is password-protected to prevent unauthorised access to it. We recommend that you do not divulge your password to anyone.

Disclosure of your information

In addition to the disclosure to the Club’s commercial partners, we may need to appoint other organisations to carry out some of the processing activities on our behalf in order to provide our products and services to you. These will include, for example, delivery organisations and mailing houses. In these circumstances, we will ensure that your information is properly protected and that it is only used in accordance with this policy.

Finally, if our business enters into a joint venture with or is sold to or merged with another business entity, your information may be disclosed to our new partners or owners.

Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.

What to do if you do not want to receive details of offers

Please be assured, you are under no obligation to buy anything, however, if you prefer not to be contacted either by us or any of our commercial partners, you can opt out of receiving these details by writing to us by mail or email (see the section "How to contact us" below). You can change your mind at any time by contacting us by any of the methods shown below or by following the instructions set out with each offer you receive.

Please note, if you do opt out of receiving information, we and/or our commercial partners will be unable to keep you informed of new services, products, events or special offers that may interest you and our ability to inform you of ticketing opportunities may be affected.

Use of your information outside the European Union

Some of the organisations to which we may disclose your personal information are situated outside of the European Union. In order to provide you with the products and services you require, we may need to transfer your personal information to these countries some of which do not have laws that protect privacy rights as extensively as in the United Kingdom. If we do transfer your personal information to other territories, we will take proper steps to ensure that your information is properly protected.

Use of Cookies

When you visit Fanatics, you can surf the site anonymously and access important information without revealing your identity. However, in order to provide better service, we may use "cookies" to track your visit, which make it easier for you to log on during future visits. A cookie is a small piece of information that the Web site stores on your Web browser and can later retrieve. We use cookies for a number of administrative purposes, such as recording your log in status so you do not have to log in to the site at every visit (unless you wish to).

The cookie cannot be read by a Web site other than the one that sent the cookie.

While Fanatics uses cookies to track your visit, most cookies last only through a single session or visit. Similarly this information does not identify you personally and you remain anonymous unless you have otherwise provided Fanatics with personal information. Please note that it is possible to set up your Web browser to inform you when you receive a cookie, giving you the chance to decide whether or not to accept it.

For further information on cookies and how to switch them off see http://www.allaboutcookies.org

Data Protection

Fanatics is registered in accordance with United Kingdom Data Protection Legislation and will hold and use your personal data strictly in accordance with UK data protection legislation.

How does Fanatics protect visitor information?

Fanatics has a committed Security Policy. Fanatics will retain copies of the information provided when you register on the website, order any products from the site and enter into any competitions. Fanatics implements a number of sophisticated security measures to ensure the safety of any personal information provided. The information is contained on a secure server, which is accessible only by a limited number of employees who have authorised access rights to such information. All sensitive and credit card information supplied by any visitor to store.manutd.com is transmitted via Secure Socket Layer (SSL) technology. SSL is commonly-used for managing the security of message transmission on the Internet through public-and-private key encryption and a digital certificate that establishes your credentials when doing Internet business or other on-line transactions. This certificate is issued by a certification authority, in our case Verisign. To see the certificate for this site click Verisign here. When you are asked to enter any personal details or credit card information the web site will be secure. This is easily identifiable by an icon in the bottom of the browser window resembling an unbroken key or a closed lock. SSL ensures that the information being sent is secure. Your card number will be encrypted and replaced by a unique transaction reference number. Fanatics uses online bank secure servers provided by DataCash and does not hold any customer card details on any Fanatics server at any time. To remove any name and address details please see remove details section in the Fanaticss help menu.

In addition, we have security procedures in place to protect our paper based systems and computerised databases from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage, and only allow access to them when it is absolutely necessary to do so, and then under strict guidelines as to what use may be made of the personal information contained within them.

Changes to this privacy policy

We aim to meet high standards and our policies and procedures are, therefore, constantly under review. From time to time we may change our security and privacy policies. Accordingly we recommend that you check this page periodically in order to review our current policies.

Updating and correcting information

You may correct your personal information by emailing us at customerservices@shop.realmadrid.com or by changing your profile on our website. Please include your name, address and/or email address when you contact us as this helps us to ensure that we accept amendments only from the correct person. We encourage you to promptly update your personal information if it changes.

Your rights to access your personal information

You have the right to see a copy of the personal information that we hold about you, and you may ask us to make any necessary changes to ensure that this information is accurate and kept up to date. We may charge a small fee towards the cost of administering any request you make. The current fee is £10.00. You may ask us to make any necessary changes to your personal information to ensure it is accurate and up-to-date.


Privacy

This document explains our policy regarding any personal information you might supply to us when you visit this site. Our goal is to protect your information.

Please note that this web site contains links to other websites which are provided for your convenience. We are only responsible for the privacy practices and security of this site. We recommend that you check the privacy and security policies and procedures of each and every other website that you visit.

Data Responsibility

Fanatics

The data that you give us as well as the data that you’ve facilitated in your purchase o orders are given to Fanatics, who will be responsible for your data maintenance.

Loyalty Real Madrid, C.F.

In addition, this store belongs to Real Madrid’s official stores and for that reason, all the purchases and personal data that you do in this store as well as all the ones you do at any other official store under Real Madrid’s C.F. brand, will be store in a file, which Real Madrid C.F. will be responsible. Your credit card details – or any details for payment – won’t be included on this file. The Real Madrid’s personal data file purpose is to globally administrate all the Real Madrid official stores so all the customers that have registered in any of the shops can have access to the information or access other stores –providing that the functionality is active -. This service also informs you of any Real Madrid offers or products from its sponsors or third parties indicated. Communication can be via mail or email, text messages or similar system and clients amongst all shops can receive, as a reward for your loyalty, opt ins in draws, competitions, discounts or direct prizes. Loyalty actions as well as prizes, discounts or draws will be informed ti the users by the club, who reserves the right to update them or improve them in order to include new advantages.

Consent

By registering or placing an order on the Fanatics website, you indicate your consent to us and our commercial partners collecting and using your personal information in accordance with the terms set out in this policy. If you do not agree to these terms, please do not register or place an order on this site. Details of our commercial partners are set out below.

Collection of Personal Information

When you engage in certain activities on this site, such as registering, ordering products, or entering contests, Fanatics may ask you to provide certain information about yourself by filling out and submitting an online form. It is completely optional for you to engage in these activities. If you elect to engage in these activities, however, Fanatics may require that you provide us with personal information, such as your name, mailing address, e-mail address, telephone number and other personal identifying information. When ordering products on the site, you may be asked to provide a credit or debit card number.

We may supplement the information that you provide with other information that we obtain from our dealings with you or which we receive from other organisations, for example, our commercial partners.

How will we use your information

When you submit personal information to Fanatics you understand and agree that Fanatics and its subsidiaries, affiliates and trusted vendors may record, transfer, store, and process your customer profile in any of the countries in which Fanatics and its affiliates maintain offices, including without limitation, the United Kingdom. All personal information submitted will be protected by us in accordance with current data protection legislation and this privacy policy. Fanatics collects this information in order to record and support your participation in the activities you select. If you order a product, for example, the information is used to mail to you the items ordered and to provide you with any benefits that may be made available to registered users. If you enter a contest, information is collected to qualify the entry and contact you regarding the contest or prize awards. Fanatics also uses information that you provide:

  1. as part of our effort to keep you informed via mail, email, phone or fax about special offers, and other Fanatics products and services
  2. for record keeping purposes
  3. to improve the quality of our service
  4. for market research
  5. to track activity on our website
  6. to understand your preferences so that we can improve the products or services we offer
  7. In Real Madrid's case, the purpose to collect information is the management of the loyalty action and in the case it was active, the access to the remaining Real Madrid C.F. official shops, as has been previously decribed.

Fanatics recognises and appreciates the importance of responsible use of this information. If you do not want the information you provide to Fanatics to be used to inform you of other products and special offers from Fanatics, and you indicate this preference when you provide the information to us, we will honour your preference. In addition, Fanatics may selectively provide certain information to other companies or organisations that have products or services we think may interest you. If you do not want the information you provide to Fanatics to be shared with other companies, and you indicate this preference when you provide the information to us, we will honour your preference.

Your personal information is password-protected to prevent unauthorised access to it. We recommend that you do not divulge your password to anyone.

Disclosure of your information

In addition to the disclosure to the Club’s commercial partners, we may need to appoint other organisations to carry out some of the processing activities on our behalf in order to provide our products and services to you. These will include, for example, delivery organisations and mailing houses. In these circumstances, we will ensure that your information is properly protected and that it is only used in accordance with this policy.

Finally, if our business enters into a joint venture with or is sold to or merged with another business entity, your information may be disclosed to our new partners or owners.

Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.

Offers and opportunities

The Online Store and the Club teams up with a selection of carefully chosen commercial partners

If you do not wish for your personal information to be passed on in this way, please contact as specified below

What to do if you do not want to receive details of offers

Please be assured, you are under no obligation to buy anything, however, if you prefer not to be contacted either by us or any of our commercial partners, you can opt out of receiving these details by writing to us by mail or email (see the section "How to contact us" below). You can change your mind at any time by contacting us by any of the methods shown below or by following the instructions set out with each offer you receive.

Please note, if you do opt out of receiving information, we and/or our commercial partners will be unable to keep you informed of new services, products, events or special offers that may interest you and our ability to inform you of ticketing opportunities may be affected.

Use of your information outside the European Union

Some of the organisations to which we may disclose your personal information are situated outside of the European Union. In order to provide you with the products and services you require, we may need to transfer your personal information to these countries some of which do not have laws that protect privacy rights as extensively as in the United Kingdom. If we do transfer your personal information to other territories, we will take proper steps to ensure that your information is properly protected.

Use of Cookies

When you visit Fanatics, you can surf the site anonymously and access important information without revealing your identity. However, in order to provide better service, we may use "cookies" to track your visit, which make it easier for you to log on during future visits. A cookie is a small piece of information that the Web site stores on your Web browser and can later retrieve. We use cookies for a number of administrative purposes, such as recording your log in status so you do not have to log in to the site at every visit (unless you wish to).

The cookie cannot be read by a Web site other than the one that sent the cookie.

While Fanatics uses cookies to track your visit, most cookies last only through a single session or visit. Similarly this information does not identify you personally and you remain anonymous unless you have otherwise provided Fanatics with personal information. Please note that it is possible to set up your Web browser to inform you when you receive a cookie, giving you the chance to decide whether or not to accept it.

For further information on cookies and how to switch them off see www.allaboutcookies.org

Data Protection

Fanatics is registered in accordance with United Kingdom Data Protection Legislation and will hold and use your personal data strictly in accordance with UK data protection legislation.

How does Fanatics protect visitor information?

Fanatics has a committed Security Policy. Fanatics will retain copies of the information provided when you register on the website, order any products from the site and enter into any competitions. Fanatics implements a number of sophisticated security measures to ensure the safety of any personal information provided. The information is contained on a secure server, which is accessible only by a limited number of employees who have authorised access rights to such information. All sensitive and credit card information supplied by any visitor to store.manutd.com is transmitted via Secure Socket Layer (SSL) technology. SSL is commonly-used for managing the security of message transmission on the Internet through public-and-private key encryption and a digital certificate that establishes your credentials when doing Internet business or other on-line transactions. This certificate is issued by a certification authority, in our case Verisign. To see the certificate for this site click Verisign here. When you are asked to enter any personal details or credit card information the web site will be secure. This is easily identifiable by an icon in the bottom of the browser window resembling an unbroken key or a closed lock. SSL ensures that the information being sent is secure. Your card number will be encrypted and replaced by a unique transaction reference number. Fanatics uses online bank secure servers provided by DataCash and does not hold any customer card details on any Fanatics server at any time. To remove any name and address details please see remove details section in the Fanaticss help menu.

In addition, we have security procedures in place to protect our paper based systems and computerised databases from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage, and only allow access to them when it is absolutely necessary to do so, and then under strict guidelines as to what use may be made of the personal information contained within them.

Changes to this privacy policy

We aim to meet high standards and our policies and procedures are, therefore, constantly under review. From time to time we may change our security and privacy policies. Accordingly we recommend that you check this page periodically in order to review our current policies.

Updating and correcting information

You may correct your personal information by emailing us at customerservices@realmadridshop.com or by changing your profile on our website. Please include your name, address and/or email address when you contact us as this helps us to ensure that we accept amendments only from the correct person. We encourage you to promptly update your personal information if it changes.

Your rights to access your personal information

You have the right to see a copy of the personal information that we hold about you, and you may ask us to make any necessary changes to ensure that this information is accurate and kept up to date. We may charge a small fee towards the cost of administering any request you make. The current fee is £10.00. You may ask us to make any necessary changes to your personal information to ensure it is accurate and up-to-date.

Contact Us

Contacting Us by Email


We are happy to answer queries on products, orders, the website and anything else at customerservices@realmadridshop.com

We endeavor to respond to all emails within 24 hours.



Contacting Us by Phone


If you'd like to speak to one of our friendly advisors, please contact us on one of the below numbers:


Spanish speakers available / Servicio de atención telefónica en Español


Our opening times are 8am to 8pm GMT (UK time) Monday-Friday and 9am to 4pm at weekends. Outside of these hours, please send us an email and we'll get back to you swiftly.

Chistmas & New Year Opening Hours

Christmas Day - Closed

Boxing Day - Closed

New Years Day - Closed



Contacting Us by Post

You can of course write to our team at any time using the address below:


The Official Real Madrid Online Store

Greengate

Manchester

United Kingdom

M24 1FD

There was a problem
There was a problem contacting the server