Here to help

FAQ
Stock and Availability

Whilst every effort is taken to ensure all items in the store are always in stock, occasionally some items will be temporarily out of supply.


If we are expecting to receive more of an item from our suppliers we may make it available for pre-order. In this case we will usually advise on the product page, often in the size selection box, the date on which we're expecting to receive the stock. If any delay subsequently occurs we will endeavour to contact the affected customers to inform them and provide an updated delivery date.


Occasionally it will happen that we accept an order but are unable to fulfil it. In this case we will contact you to advise of the problem and to discuss how to proceed with your order. If we are unable to supply any items on an order, these will of course be refunded.


Please note: The products illustrated on this web site are as seen. The reproduction of colors is as accurate as photographic and computing processes will allow. The Official Manchester City Store at www.store.mancity.com accept no responsibility for variances in color or style due to the settings on the user's monitor.


The Official Manchester City Store at www.shop.mancity.com reserve the right to alter without notice or prior warning, prices of products and conditions of sale.

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, delivery 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: 1-844-505-5300
  • Customers outside the USA: +44 (0) 161 444 1894

Our opening times are 4am to 4pm EST Monday-Friday and 5am to 12pm at weekends for the USA. For customers outside of the USA we are open 8am to 8pm GMT 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.

Delivery and Shipping

USA SHIPPING OPTIONS

Standard Delivery ($9.99) - Shipping takes 5-10 days from dispatch in the UK and will be delivered to you by USPS. This is an untracked mail service so you will not receive a tracking number for your shipment.

Please note that if your order exceeds 2kg in weight, $200 in value or certain dimension limits, then the standard delivery option may not be available. This is due to restrictions imposed by the mail system.


Express Delivery (from $19.50) - Shipping takes 1-3 business days from dispatch and will be delivered by DHL. You will be provided with a tracking number on dispatch of your order. The price of this service is dependent on the weight and volume of your order - you will be shown the correct cost at checkout before submitting your order.


If your order includes a personalised 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 Manchester City 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.



SHIPPING OUTSIDE THE USA


Standard Delivery - Shipping takes 3-10 days from dispatch. This is an untracked mail service so you will not receive a tracking number for your shipment.

Please note that if your order exceeds 2kg in weight, $200 in value or certain dimension limits, then the standard delivery option may not be available.


Express Delivery - Our international express carrier provides a fully traceable delivery service. Normally 1 - 4 working days transit time from when the order leaves our warehouse.


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


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



SUPPLIER DISPATCHES

Certain items may be dispatched directly from the manufacturer and this can typically take longer. Wherever this is the case we will advise of the additional time needed in the item's description.

The manufacturer will choose the appropriate carrier to deliver your item.



Additional Information

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 process and despatch your order 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 - items requiring customization for example with additional name, numbering and badges added may take an extra three days before they are ready to be despatched.

Payments

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, delivery 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: 1-844-505-5300
  • Customers outside the USA: +44 (0) 161 444 1894

Our opening times are 4am to 4pm EST Monday-Friday and 5am to 12pm at weekends for the USA. For customers outside of the USA we are open 8am to 8pm GMT 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.

Your Security

Fanatics has a committed Security Policy. We will retain copies of the information that you provide when you:

  • register on this site
  • order any products from this Site
  • enter into any competitions

Is placing an order secure?
How can I tell if the Manchester City FC Online Shop site is a secure one?
What else can I do to ensure my details remain safe?
How is my data protected?
Who are VeriSign?
What is encryption and how does it work?
Do you check for fraudulent credit/debit cards?
Where can I find my credit/debit card security number?
Who are Datacash and what do they do?
What legal protection do I have?


Is placing an order secure?

When you order anything from the Manchester City FC Online Shop your order is made over a secure connection. This means that all the personal information you enter will be encrypted so it cannot be read as it travels over the Internet. Encryption is used on all pages within the buying process, making shopping on Manchester City FC Online Shop as safe as possible.


How can I tell if the Manchester City FC Online Shop site is a secure one?

You can tell that our site is secure by looking for the following:

  • a picture of a small padlock - this normally appears bottom right of the browser window.
  • in the web page address a secure page will begin with 'https://' denoting that the site is using a secure server for the transaction of data.
  • right click on the page, select 'properties' (or 'view frame info'). The resulting page will have a section called 'Security info for this page' or a button called 'certificates'. These will show:
    • the website owner,
    • the security company (in our case, Verisign)
    • the level of encryption.

If you have any concerns about the security of our site, or if you have any further queries, please contact the Customer Services team.


What else can I do to ensure my details remain safe?

Look for a VeriSign logo and only purchase from merchants you know and trust. 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 VeriSign Inc has issued the certificate.


How is my data protected?

We implement a number of sophisticated security measures to ensure the safety of the personal information you provide. 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.

Once you have passed your credit/debit card details to us, they are stored in an encrypted format on our DataCash server located behind a firewall. Access to this machine is strictly controlled, preventing unauthorized access to your personal data.


Who are VeriSign?

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

If you have any concerns about the security of our site, or if you have any further queries, please contact the Customer Services team.


What is encryption and how does it work?

Put simply, encryption changes data so that it becomes completely unreadable to anyone other than the intended recipient.

Now for the technical bit!

  1. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser.
  2. When the certificate arrives, it contains a public key, which functions as a one-way encryption device.
  3. The browser then uses this key to scramble your personal data (credit card Information) before sending it over the Internet.

All credit card details are encrypted using VeriSign 40bit SSL (Secure Sockets Layer) Software. 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.


Do you check for fraudulent credit/debit cards?

When we receive your credit/debit card details, an on-line check of your credit/debit card is made. This process ensures the card number you entered actually corresponds to a real card number and is not a bogus card.

The Datacash system also checks various "Hot Card lists" to ensure that no fraudulent use is being made of any credit/debit card. This on-line verification of your details is carried out over a secure line to the bank. credit/debit card data is never 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 discourtesy if your card is chosen for a random check. We reserve the right to withhold any order from despatch in order to process further security checks. This can delay an order for up to 36 hours.


Where can I find my credit/debit card security number?

Your credit/debit card security number is a 3 digit number which can be found on the far right side of the signature strip on the back of your card. This 3 digit number is unique to your card, and gives you extra protection against fraud.

Note: with American Express cards, the card security number is 4 digits long and is printed on the front of the card.


Who are Datacash and what do they do?

Datacash are a leading payment system provider to online businesses. We have chosen them as a partner for our secure server software.

For further information about DataCash please visit their web site at http://www.datacash.com.


You are protected by the normal laws of England, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43)


Related Topics

Questions About Paying
Your Profile
Privacy
Contact Information

Your Profile

What is 'Your Profile'?
Do I need to create a profile?
How do I update my personal information?
What should I do if I forget my password?
How can I track my order?
How can I tell which carrier has been used?
How do I remove my profile?


What is 'Your Profile'?

'Your Profile' is an area of the site where the information that you submitted during registration is stored. There are numerous things you can do in this section:

  • Amend or update your personal details (i.e. if you move house, you will want to change your address)
  • Create an Address Book (useful for delivery to addresses other than your own). Here you can add, view, edit and delete addresses
  • Change your password
  • Track orders
  • View your order history
  • Set the preferences for the emails you receive from us
  • View your Wishlist


Do I need to create a profile?

If you already have a profile set up with the Manchester City FC Online Shop, you can log in using the same email address and password. There is no need to create a new profile. If you have not created a profile, you can browse through the site without setting up a profile. The first time you purchase an item from us, a profile will be set up automatically for you as you will need to enter this information to successfully place an order.


You will be asked to enter your email address and a password. Once your profile has been created we will be able to send you order confirmations, let you know how your order is progressing and, depending on your preferences, send you details of special offers via email.


How do I update my personal information?

  1. Click on 'Your Profile' at the top of any page
  2. Enter your username and password
  3. Click on 'Personal Details'
  4. Update your personal details as required
  5. Click the 'Submit' button

What should I do if I forget my password?

If you forget your password:

  1. Click on the 'Forgot Password' link in the 'Your Profile' area at the top of the screen.
  2. Enter your email address
  3. An email will be sent to you with a new password.
  4. Login to 'Your Profile' using your new password
  5. Click 'Password'
  6. Enter a new password
  7. Click the 'Submit' button

How can I track my order?

Having a profile with us means that you can track your orders. However, we can only track orders that have been sent via the following carriers:

  • UPS (United Parcel Services)
  • DPD (Dynamic Parcel Distribution)
  • HDNL (Home Delivery Network Limited)

Unfortunately, Royal Mail parcels can not be tracked.

The carrier used is carefully chosen depending on the size and destination of your order.

To track your order, complete the following steps:

  1. Click on 'Your Profile' at the top of the screen
  2. Log in with your email/member number and password
  3. Click on the 'Where's my Stuff?' link

Orders sent via UPS

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the UPS site where you can track your order

Orders sent via DPD

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the DPD site where you can track your order

Orders sent via HDNL

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the DPD site where you can track your order

How can I tell which carrier has been used?

Here's how you can found out which carrier has been used to deliver your order:

  1. Click on 'Your Profile' and log in
  2. Click on the 'Order History' link
  3. Each order will show the carrier used

Alternatively, check your despatch email where you can also find confirmation of the carrier used.


How do I remove my profile?

You have the right to remove your personal information and preferences. In order to do this, please write to us including the following information:

  1. Your name,
  2. Your address and/or...
  3. The e-mail address you set up the profile with.
  4. Post your letter to the following address:

The Manchester City FC Online Shop
c/o Fanatics
Greengate
Manchester
England
M24 1FD


Related Topics

Privacy
Security
Contact Information

Gift Vouchers & Promotions

The Official Manchester City Store do not currently sell gift vouchers or certificates.

Occasionally however, the Official Manchester City shop 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 (shop.mancity.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.

CityStore Information

Stadium Store Opening times


Monday - Saturday 9am - 5:30pm


Sunday - 11am - 5pm (Browsing from 10am)


Matchday - Closed at Kick off - Open for 1 hour after the match


Check back for exciting information on the store launch


Address; The Etihad Stadium Etihad Campus Manchester M11 3FF


+44 0161 444 1894


CityStore In The City


Opening Times


Monday - Friday 10am - 7pm

Saturday 9am - 7pm

Sunday 11am - 5pm



Address

21 Market Street Manchester M1 1WR

+44 0161 444 1894


Remember that Cityzens will receive 10% discount instore on production of your current Cityzens Card/Seasoncard. Discount cannot be used in conjunction with any other offer.

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.


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 delivery (upto a maximum $10 delivery 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 cheque.

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 and 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 personalised to your order. A refund or exchange will be permitted if the garment is faulty.

  3. We will refund shipping costs if there is a fault with the product. However, we cannot accept responsibility for return or re-shipping costs incurred when returning non-faulty items.

  4. All items should be unworn and unused.

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

  • Your order number
  • Your name, email address and billing address
  • Details of how you want your return to be processed
  • Details of any fault or issue

RETURNS FROM THE USA


If your item is defective, faulty or incorrect please contact Customer Services prior to returning it at customer.services@shop.mancity.com or on 1-844-505-5301 and our team will advise you how to proceed. Please note that The Official Manchester City 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.

The Official Manchester City Store Returns

PO Box 210

Manchester

M24 1YN

United Kingdom


Please note that for your protection the Official Manchester City Store at shop.mancity.com recommend that you use a tracked & insured delivery service as we cannot be held responsible for goods not received.



RETURNS FROM OUTSIDE THE USA


If your item is defective, faulty or incorrect please contact Customer Services prior to returning it at customer.services@shop.mancity.com or on +44 (0) 333 0144 543 and our team will advise you how to proceed. Please note that the Official Manchester City 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.

The Official Manchester City Store Returns

PO Box 210

Manchester

M24 1YN

United Kingdom


Please note that for your protection the Official Manchester City Store at shop.mancity.com recommend that you use a tracked & insured delivery service as we cannot be held responsible for goods not received.

Terms And Conditions

Free Shipping Terms & Conditions

Free shipping is subject to weights, dimensions and value
- Order must be under 2kg
- Order must be under £120 in value
- Order must be no larger than 60cm x 60cm x 60cm


Welcome to The Official Manchester City FC 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 Manchester City FC 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

You acknowledge and agree that all content included on this website including but not limited to website design, text, graphics, audio clips, visual clips, logos, button icons and the selection and arrangement thereof shall remain at all times vested in The Official Manchester FC Online Shop, Fanatics or its content suppliers and is protected by UK and international copyright laws. You are permitted to use this material only as expressly authorised by the applicable rights holder. Subject to the foregoing, the page headers, custom graphics and button icons are (unless indicated otherwise) service marks, trademarks, and/or trade dress of Fanatics.

All software used on this website is the property of The Official Manchester City FC Online Shop, and 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 website 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 website including but not limited to 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 (“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 owners behalf.

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


The Official Manchester City FC Online Shop
Attn: Legal Department
Greengate,
Manchester,
England
M24 1FD

Trademarks

You acknowledge and agree that trade marks included on this website shall remain at all times vested in The Official Manchester City FC Online Shop, Fanatics or any third party licensing use thereof to Fanatics (as applicable). You further undertake to use any such trade marks without the prior written consent of The Official Manchester City FC Online Shop, Fanatics Trademarks or Third Party Trademarks without the prior written consent of Fanatics or such third parties as own the applicable trade mark. The Official Manchester City FC Online Shop logo is an official trade mark of The Official Manchester City FC Online Shop and is the subject of extensive trade mark registration worldwide.

For further information on intellectual property matters contact our Legal Department:

The Official Manchester City FC Online Shop
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 websites 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 at any time. When material changes are made to the Terms and Conditions, a notice will be published on the home page of the Fanatics website notifying users that such changes have been made. By continuing to use this website after the publication of such a notice, 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. Fanaticss 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 website in a way which is consistent with the Terms and Conditions and which complies with applicable laws and regulations. In particular you agree that you will not use this website to upload or send any material which contains software viruses or other codes, files or programmes 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 this website. You acknowledge that this website and any goods that you obtain from our website are provided for your personal use only and may not be used for any commercial purposes or distributed commercially without our permission.

Purchasing Goods

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.

Fanatics reserves the right to decline orders for bulk or high value purchases and to change price and availability information without notice.

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 provide links to websites owned by Fanatics and associated companies from time to time and/or websites that are owned by third parties that are not connected with Fanatics including other websites owned by The Official Manchester City FC Online Shop. All links are provided for your convenience only. Access to websites that are owned by third parties is at your own risk and none of The Official Manchester City FC Online Shop, or Fanatics has any responsibility or liability for such third party websites.

Availability

Fanatics will endeavour to ensure that this website is fully operational at all times. However we cannot guarantee that the website will be fault free. In particular, access to this website 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 sub-site, 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, The Official Manchester City FC Online Shop, all of their associate companies, their directors, employees, information providers, licensors and licensees, officers and partners, (collectively, the "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, The Official Manchester City FC Online Shop, as the case may be, in defence of any claim. Fanatics, The Official Manchester City FC Online Shop 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, The Official Manchester City FC Online Shop.

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 local UK time. UK customers should call 0845 458 2748. Customers from outside the UK should call +44 (0) 845 458 2748.

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, none of The Official Manchester City FC Online Shop or 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 Official Manchester FC Online Shop 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 Fanaticss 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. Fanatics, The Official Manchester City FC Online Shop 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, Fanatics and The Official Manchester City FC Online Shop do not represent or warrant 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 website 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.

Privacy

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.


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 delivery (upto a maximum $10 delivery 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 cheque.

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 and 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 personalised to your order. A refund or exchange will be permitted if the garment is faulty.

  3. We will refund shipping costs if there is a fault with the product. However, we cannot accept responsibility for return or re-shipping costs incurred when returning non-faulty items.

  4. All items should be unworn and unused.

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

  • Your order number
  • Your name, email address and billing address
  • Details of how you want your return to be processed
  • Details of any fault or issue

RETURNS FROM THE USA


If your item is defective, faulty or incorrect please contact Customer Services prior to returning it at customer.services@shop.mancity.com or on 1-844-505-5301 and our team will advise you how to proceed. Please note that The Official Manchester City 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.

The Official Manchester City Store Returns

PO Box 210

Manchester

M24 1YN

United Kingdom


Please note that for your protection the Official Manchester City Store at shop.mancity.com recommend that you use a tracked & insured delivery service as we cannot be held responsible for goods not received.



RETURNS FROM OUTSIDE THE USA


If your item is defective, faulty or incorrect please contact Customer Services prior to returning it at customer.services@shop.mancity.com or on +44 (0) 333 0144 543 and our team will advise you how to proceed. Please note that the Official Manchester City 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.

The Official Manchester City Store Returns

PO Box 210

Manchester

M24 1YN

United Kingdom


Please note that for your protection the Official Manchester City Store at shop.mancity.com recommend that you use a tracked & insured delivery service as we cannot be held responsible for goods not received.

Contact Us

Contacting Us by Email


We are happy to answer queries on products, orders, the website and anything else at customer.services@shop.mancity.com

We endeavour 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:

  • Customers within the USA: 1-844-505-5300
  • Customers outside the USA: +44 (0) 161 444 1894

Our opening times are 4am to 4pm EST Monday-Friday and 5am to 12pm at weekends for the USA. For customers outside of the USA we are open 8am to 8pm GMT 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 in Manchester, England at any time using the address below:


The Official Manchester City shop

Greengate

Manchester

United Kingdom

M24 1FD

About Us

About Us

Our website is managed by Fanatics International Ltd.

As the global leader in licensed sports merchandise, Fanatics delivers to over 180 countries, runs stores in over 12 languages and supports multi-lingual call centres incorporating 11 languages. Fanatics extended the reach of its licensed sports merchandise business by acquiring UK-based international sports e-commerce company, Kitbag on February 2nd 2016. It now supports and compliments Fanatics’ successful U.S. operation by focusing on partnerships with the biggest sporting teams and organisations around the world.

Operating from its base in the UK’s sporting stronghold of Manchester, the international business provides online, retail and end-to-end event solutions for nearly 30 partners across various sports. Fanatics has relationships with globally recognised English Premier League, La Liga, Bundesliga, Ligue 1 and SPL football clubs, along with representation across all major US Sports Leagues, Golf, Rugby, F1 and Tennis.

Internationally, Fanatics also delivers specific global leadership in event, city centre and in-venue retail; providing expertise at leading soccer, rugby and golfing venues. Fulfilment and service infrastructure has also expanded internationally, leveraging the historic expertise of Kitbag in international markets and integrating with the marketing and technology solutions traditionally used by Fanatics across its sites and partners in the U.S.


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