Order Help

Need some help with something? The answers are below!

If you cannot find the answer to your query below then please contact us by either sales@swanseacity.com or by telephone:

01792 823563

Standard UK landline rates apply.

If you are experiencing technical difficulties with this website, please email sales@swanseacity.com

THE CLICK AND COLLECT SERVICE IS NOT AVAILABLE UNTIL FURTHER NOTICE

Purchasing online - Your Account

When you click on the Pay Now button or alternatively click on the person icon in the top right hand corner of the screen you will be transferred to the Swanseacity.com website where you can either login or create account. If you do not have a Swans Club Account you will need to create one even if you have previously held an account (on eticketing.co.uk/swanstickets or on Swansea City Online Store) and link your existing Account Number to view your purchase history, membership status, access priority ticket sales and earn and redeem Swans Cash. Once logged in you will then be automatically transferred back to the Swansea City Online Store website.

I’m not receiving emails from Swansea City Online Store, why?
With some systems, Swansea City Online Store emails have been going into Trash or Junk mail - all emails from  sales@swanseacity.com will contain information relevant to your order. To ensure that this doesn’t happen then you may need to add Swansea City Online Store to your safe sender list.  Here’s how to do it:

Microsoft Outlook
On the 'Home' menu, in the 'Delete' group, click 'Junk' and then click 'Junk E-mail Options'
Click the 'Safe Senders' tab
Click 'Add'
Enter 'sales@swanseacity.com’ and click 'OK'

Windows Live / Hotmail
Click on 'Options' then 'More options’
Under 'Junk e-mail' select 'Safe and blocked senders'
Click on 'Safe senders'
Enter ‘sales@swanseacity.com’ or the 'www.store.swanseacity.com' domain name and click 'Add to list'

Yahoo!
Click on 'Add' next to 'Contacts'
Enter ‘sales@swanseacity.com’ and then click 'SAVE'

Gmail/Google Mail
Click on 'Contacts'
Click on the 'New Contact' icon
Enter ‘sales@swanseacity.com’, and then click 'SAVE'

AOL
From mailbox, click on 'Mail Options'
Click on 'Address Book'
Click on 'Add Contact'
Enter ‘sales@swanseacity.com’ and then click 'OK'

Overseas Ordering Online 

Delivery to the EU is £9.95 for up to 2KG, with an estimated delivery of 3-5 working days from despatch.

Delivery to the Rest of the World is £15.00 for up to 2KG, with an estimated delivery of 5-14 working days from date of despatch, depending on location.

Orders over 2kg will be charged in 2kg increments at the following rates:-

• EU - £9.95 per additional 2kg up to 10kg
• Rest of World - £15.00 per additional 2kg up to 10kg.

ORDERS OVER 2KG WILL BE SENT IN A SEPARATE ORDER, FOR EXAMPLE A 10KG ORDER WOULD BE SENT IN 5 x 2KG PARCELS WITH SEPARATE TRACKING.

Price

All prices are displayed in Pounds sterling and is a total price inclusive of VAT (Value Added Tax).

Delivery

Delivery to mainland UK, Channel islands, Northern Ireland, Scottish Islands & Isle of Man is £5.00 for all orders with an estimated delivery of 7 working days from date of despatch.

Delivery to the EU is £9.95 per 2kg, with an estimated delivery of 3-5 working days from despatch.

Delivery to the Rest of the World is £15.00 Per 2kg, with an estimated delivery of 12-21 working days from date of despatch.

Orders within the SA postcode area will usually be sent by APC

All other UK orders are dispatched via Royal Mail's Tracked 48 service.

Overseas orders are dispatched via Royal Mail's International Signed, Tracked or Tracked & Signed services dependent on availability.

Overseas orders are limited to a maximum weight of 2kg. If your order is over 2kg we may have to cancel your order or contact you to make arrangements.

We will endeavour to dispatch all orders within 1-2 working days and on rare occasion some items maybe out of stock, we will notify you of the estimated arrival date when you can decide whether or not to proceed with the order.

Please note that missing parcels need to be delayed for 15 (UK orders) or 25 (Overseas orders) working days before they are declared 'Lost' by Royal Mail. While we sympathise we are unable to offer a refund or send a replacement until these times have expired.

Who can order?

We are currently supplying to several countries around the world. If your country is not in the drop down listing please email us to see if we are able to add your country to our list of destinations.

Ordering

Order Online
We offer 24hr on-line ordering through our website.

To order a product, simply ensure your product options are correct and click the add to basket button. You will then be asked if you would like to process the order or continue shopping. Click continue shopping if you wish to order more than one product. After you have completed your order you will automatically be sent an order confirmation by email.

Security

Swansea City Online Store take every precaution to ensure all of your details are kept confidential, all credit card details are taken via secure SSL(Secure Socket Layer) 128 bit encryption and for extra safety no credit card details are stored on-site.

Your browser will confirm that you are shopping in a secure environment by showing either a locked padlock icon or an image of a key.

Payment

We accept all major credit and debit cards. These include Mastercard, Visa, Switch, Solo or Delta. Items will only be despatched to a customer on authorisation by your card.

How do I make a return?

If you wish to exchange merchandise or require a refund, please return the merchandise to

by REGISTERED POST/RECORDED DELIVERY.

Please accompany with either your sales receipt, a copy of your sales receipt or a covering note quoting your order number and details of your requirement refund/ change etc.

Postage is paid by the customer. We regret we cannot accept responsibility for any items which are not returned to us Registered Post/Recorded Delivery. If items are unsatisfactory they must be returned within 14 days. All goods returned must be in good condition. We reserve the right to refuse to exchange or refund items that we consider to be damaged or that have not been treated in accordance with the instructions provided.

Alternatively you can leave your returned items at the Swansea.com Clubshop where they will be processed in due course.

Accompany your returns with your sales receipt, a copy of your sales receipt or a covering note quoting your name and address and order number. Also include your requirement i.e. refund or if exchange the item you require and size. Please note that we are unable to exchange an item for one of higher value.

How secure is it to give my credit card details to you via the internet?

Card payment is taken using VeriFone's managed service. As a member of the Payment Card Industry Security Standards Council (PCI SSC), VeriFone is dedicated to ensuring merchants and customers alike are protected against card data fraud. Transaction authorisation, settlement and management with PAYware Ocius is delivered through a PCI DSS Level 1 certified payment processing infrastructure.

VeriFone's solution includes tokenisation, which eliminates the need to store sensitive cardholder details by replacing the card details with a unique reference code. 

Your credit card details are not held on our servers.

We accept the following payment methods:

MasterCard, Visa, Maestro, Visa CPC, Electron, Visa Debit, EDC/Maestro

How long will it take for my goods to arrive?

We aim to despatch all orders within one working day but please allow longer for busy periods. If you do enter special instructions for your goods to be left with a neighbour or to be left in a certain place on your property, Swansea City Association Football Club cannot be held responsible if your parcel is damaged or missing.

Do the products come with a guarantee?

Yes. All our products come with a "no quibble" 14 day money back guarantee with the exception of dvds and cds that can only be refunded if faulty or at the managers discretion. If you are not entirely satisfied with the goods you have purchased, please return them in their original condition.

How do I make a return?

If you wish to exchange merchandise or require a refund, please return the merchandise to

by REGISTERED POST/RECORDED DELIVERY.

Please accompany with either your sales receipt, a copy of your sales receipt or a covering note quoting your order number and details of your requirement refund/ change etc.

Postage is paid by the customer. We regret we cannot accept responsibility for any items which are not returned to us Registered Post/Recorded Delivery. If items are unsatisfactory they must be returned within 14 days. All goods returned must be in good condition. We reserve the right to refuse to exchange or refund items that we consider to be damaged or that have not been treated in accordance with the instructions provided.

Alternatively you can leave your returned items at the Swansea.com Clubshop where they will be processed in due course.

Will I receive confirmation of my order?

Yes. You should receive an e-mail confirmation which will include the telephone number you should call if you have any queries. You will also receive an email when we have dispatched your products or if they are ready to collect from one of our stores. If you do not receive an email please contact us immediately to check your order has been accepted.

Can I return personalised shirts?

Please ensure that the correct size of shirt is ordered as personalised shirts can only be refunded if the shirt is faulty. Swansea City Association Football Club cannot accept any responsibility if a player leaves the club or for unconfirmed/changed squad numbers. Personalised shirts relating to this issue cannot be refunded.

Please ensure correct details are entered as Swansea City Association Football Club is not responsible for any customer error.

Am I guaranteed to receive every item in my order?

If the item appears on our website, then it should be available for shipping. Unfortunately, we cannot guarantee that every item you request in your order will be available at the time we process your order. We update our stock levels regularly but it is possible that an item will appear to be available after it has sold out. Please accept our apologies in advance if we are unable to complete your order due to a stock issue. We will notify you by email if an item in your order is no longer available. Any remaining items in your order will be processed and dispatched. We can help you make an alternate selection or keep the item on file if available at a later date. Thank you for your understanding.

Terms of Use

Throughout this document "we", "us" and "our" refers to Swansea City Association Football Club and "you" refers to any visitor, returning visitor, or buyer to the Swansea City Online Store website.

Each time you access our website you are agreeing to our terms and conditions, whether you place an order for goods or not.

Whilst we make every effort to ensure that the content on the site is accurate and current, we give no guarantee that the content will be free from error. We exclude any liability for any errors and omissions on the site. The access or use of the contents of the website is entirely at your own risk. We do not make any representation or warranty of the information provided on the website and expressly disclaim any and all such warranties and terms in respect of any products, services, information or materials.

We do not accept liability for any consequential or incidental damages or for any other indirect, special or punitive damages whatsoever that arise out of or are related to the purchase or use of any products or services from the site through us (except liability for personal injury or death arising from negligence on our part).