Due to the clubs decision to close the stores and warehouse operation, for the well being of all staff and the public at large, we will be unable to accept returns into the online store until normal operations resume. We are therefore offering customers 28 days from the day of re-opening the stadium store, and extending our returns policy to cover the preceding time. Normal returns policy applies and we will be unable to accept worn/used or any personalised items. If you have made an order and wish to return it please DO NOT return it via post as usual. This will lead to your return not being delivered and returned back to you. If you have any queries, please do get in touch with our customer service team HERE
If we do not have an item that you have ordered, we will immediately refund you the way that you paid. We strive to ensure we have all items available, unfortunately however on occasion goods may become out of stock. We apologise for these instances.
You may return any item within 14 days of delivery in its unworn, unused condition and original packaging for a full refund of the price you paid for the item.
Returns of personalised products will only be accepted if the personalisation is incorrect due to our mistake or if the product is faulty.
Once a name or number has been printed on a shirt we will not offer a refund or exchange unless the shirt is faulty. The same applies if a player leaves the club or changes his squad number during his time at the club. Please therefore take care to ensure that you order the correct size.
Unfortunately we are unable to refund or exchange DVDs, CDs, pierced jewellery, hats, swimwear and underwear, unless they are faulty.
All return and re-shipping charges for non-faulty goods/exchanges are the customer's liability.
If the item you receive is faulty or damaged in transit please return to us within 14 days for a full refund including original postage paid.
If you provide us with proof of returned items postage receipt, we will reimburse the cost by using your original method of payment.
If you require an exchange we will be happy to process this for you. However you will need to pay for the return postage to us and we do not refund this charge.
You will also need to pay for delivery again before we dispatch your new replacement products so please ensure you have included contact details on your returns form.
How to Return/Exchange
Please complete and enclose the returns form that can be found on the back of the delivery note (it is essential you complete the returns slip correctly, or we may not be able to provide a refund).
Post the item and returns note by recorded delivery* to the following address:
The Online Store,
West Ham United Football Club Limited
Queen Elizabeth Olympic Park
Please allow up to 14 working days for this to be processed.
*For your protection we recommend that you use a recorded delivery service as we cannot be held responsible for goods not received.
If you would like to return in store please return your goods to any of our stores in the original packaging with your online order form. Unfortunately stores are only able to process exchanges not refunds.