FAQs

Please check to see if any of your questions have been answered below; if your question has not been answered please email retail customer services at: customercare@bcfc.com

How do I register for the Official Online Store?
If you are a new customer you will need to select ‘Sign In’ and 'Create an Account', you will then need to complete the registration form. Once that has been completed you will receive a confirmation e-mail to notify you that your account has been created.  

When can I begin purchasing on the Official Online Store?
You are able to begin purchasing retail items once you have set up an account through the online store. Alternatively you can use the guest login account by selecting the 'checkout', you will then be able to purchase retail items without creating an account.

Can I change my password?
Once you are logged into your online account you can select 'My Account' and change your password from within that section. If you are unable to sign into your account due to a forgotton password, you can then select 'Forgot your Password?' and an e-mail will be sent immediately to your account. 

How much does postage cost?

Orders placed for Click & Collect will be processed by our warehouse. Upon completion, you will receive an e-mail confirmation when your parcel is ready to be collected from your selected store. Please 2-3 working days from the date of purchase.

Can I return an item I have purchased?
If you are not completely happy with our goods or service you have the right to return your order within 2 weeks of receipt of your product. Under these circumstances you must return the product to us in good condition unless the item you have received is faulty. DVD's, Books, Jewellery and personalised items cannot be returned unsealed unless faulty. 

How do I return an item?
Send your product(s) back to

FAO The Returns Team
St Andrew's Stadium @ Knighthead Park,
Cattell Road,
Birmingham,
B9 4RL 

Please include your invoice alone with a note stating the size you wish to exchange to/ request a refund. 

All goods to be refunded/exchanged must be sent back by recorded delivery for your security as the Club will not take liability for lost parcels. 

Alternatively any refunds/exchanges can be taken back to the store who will pass this onto the returns team at the warehouse. Please be aware that the store cannot process any refunds but can accommodate exchanges. 

We would advise that you send goods by Royal Mail Special delivery as Birmingham City cannot accept responsibility for items that are lost in post.

If I return an item do I get a refund on my postage costs?
If you receive incorrect or damaged goods you will be required to send the goods back to us. You will then be refunded for the cost of postage to return the item to us; your replacement goods will be posted out to you free of charge. 

If your item is an incorrect size and you wish to replace it you will be required to pay an additional charge for your goods to be re-posted to you.

Unfortunately, you will not be refunded for posting your order back to us to be exchanged. 

I want a name and number but I’m not sure what to have. Do the names and numbers have to be applied at the time of purchase?
Names, numbers and sleeve badges can be applied at any time after purchase. The condition for this is that the shirt must be unworn or freshly washed. Letters, numbers or sleeve badges cannot be applied if the shirt has been worn since its last wash. 

If you require personalisation please refer to the printing guidelines on the Retail terms and conditions page below. 

Can I return an item that has been personalised?
Items with custom printing cannot be exchanged or refunded unless the product is faulty. We accept no responsibility once a replica shirt has been printed, in the event that a player leaves the squad and/or his squad number changes, or if the League badge changes in the future. 

When purchasing names, numbers or sleeve badges do they have to be applied in store or can I apply them at home myself?
The official letters, numbers and sleeve badges require extreme levels of heat and pressure to be correctly applied and therefore must be applied using the in store printing machines. They cannot be applied at home. 

Who do I contact if I have a query regarding my order?
Please e-mail customercare@bcfc.com

ADDITIONAL INFORMATION 

Different Stock Availability
If you have selected items with different availability times then we will dispatch your order when all items are ready. 

Despatching of Orders
Although we try to get all our orders dispatched 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 dispatched in the period specified on the website.

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 dispatched. 

Non-Shippable 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. 

International Shipping
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. We advise that all international addresses should be checked by the client as Birmingham City can not be found responsible should the parcel be delivered to the incorrect address provided.

PO Boxes
Please note that we do 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 14 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 14 days after the date on which the order was taken by us.