FAQS

We welcome customers to contact us via email or by filling out our enquiry form, however we encourage you to please check below first to see if the answer to your question is covered here.
We receive many emails and messages a day, and whilst we will respond to every single message, we ask for your patience and sometimes replies may take up to 24 hours.

Please note emails and messages are not always monitored over the weekend, and orders placed over the weekend will be processed on the next working day.

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I have placed an order but haven’t received any confirmation, where is this? –

You will receive order confirmation straight after your order is placed. This email will summarise your items in your order and let you know we’ve received it! If you do not see this in your inbox within 10 minutes, please check your junk folder in your mailbox.
If you still have nothing in your junk mail, it may be that you have entered your email incorrectly. In which case, please email us at sales@clubretros.co.uk with the name you placed the order under, and we will update your email address and re-send this to you.

I have had confirmation a couple of days ago, but nothing to say my order has been shipped. Why is this? –

We kindly ask for 2 business days to process all orders for us to prepare your order, have it packaged and receive a tracking number back from Royal Mail. Sometimes orders are dispatched the next day, but please be aware of our 2-day window for processing. If you haven’t received any further communication since your order confirmation, please do just wait 2 days and we will be in contact with an update on your order.


I haven’t received any communication since placing my order –

If it’s been a few days since you placed your order and you’re wondering why you haven’t received anything, this is highly likely our shipping email has gone into your junk folder in your inbox. Please check your spam/junk folder to ensure you haven’t missed any communication from us there.
If you still can’t find anything, then email us or fill out an enquiry form and we will get back to you.
 

How quickly are items shipped? –

After our processing time, we kindly ask you to be aware your order may take 6-7 business days to be with you. We use free shipping and have two stock locations for our large collection of shirts. Often orders can be split into 2 parcels, with you receiving part of your order within a few days, and the rest a few days later as they may be sent from different warehouses.
If you are ordering for a gift and want to check when your order will arrive, please feel free to message us to ask before placing your order!


Is the lettering for the customisation specific to the shirt and era? –

Yes! All customisation printing will be in line with the year of the shirt and colours and font will match the style used. For example, if you ordered the England 1998 Home shirt you would have red lettering, and the England 1998 Away shirt would have white!


I cant find the shirt i'm looking for? –
If you are looking for a specific shirt but can’t see it on our site, please do feel free to send us a message to enquire about this.



How do I return or exchange my item? –

If you need to return your order for a refund or exchange for different sizes, please email us at sales@clubretros.co.uk or fill out our returns form. We will send you the returns address. Please be aware returns are not pre-paid for unless we have made an error, then we will of course cover shipping to fix this.
If you’ve just changed your mind or want to exchange for an alternative size, this will cost between £2 - £4 at the post office, depending on how many shirts you are sending back.
 

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