Personalised Product FAQs
Updated
What personalised products do you sell on the Online Store?
We have launched a personalised product catalogue, consisting of souvenirs and accessories. All products can be personalised online with names and messages. The full range can be viewed here https://store.liverpoolfc.com/souvenirs/personalised
Unlike personalised LFC kits, all of these products are manufactured, fulfilled and delivered by a third-party supplier.
How will my order be processed? How can I track my order and delivery?
The production, fulfilment and delivery of LFC Retail’s personalised product catalogue is handled by a third-party partner. LFC Retail will send email notification updates as your items are produced and dispatched.
How long will my personalised item/s take to arrive?
As standard, dispatch and delivery lead times are slightly longer on personalised products. Additional time is required to process personalisation requests - particularly during busy trading periods. Standard lead time for LFC Retail’s personalised product catalogue is up to 7 days.
All customers will receive order status updates throughout the third-party delivery process. Third party fulfilment does not affect the lead times associated with items fulfilled by LFC; these are fulfilled separately and adhere to the our standard lead times, which you can see here: https://store.liverpoolfc.com/delivery
Can I purchase third-party personalised items alongside items fulfilled by LFC, on the same order?
Yes. Post-purchase, customers and fans will receive one order confirmation for all products purchased. Order progress email updates will then follow for all purchased products. Order progress email updates for third-party products will be separate from email updates for products fulfilled by LFC Retail.
Your order may contain two delivery charges, which you will be able to review before checking out.
Can personalised products be shipped worldwide?
Yes, our personalised range ships worldwide.
When shopping online, how will I know if an item is fulfilled by LFC or not?
Items that are fulfilled by a third party will be indicated as third party products on the product page and at checkout, as well as on the order confirmation page and your confirmation email.
☝️ Notification displayed when selecting personalised productsI have an LFC Retail gift card. Can I redeem this against personalised items?
Yes. Digital gift cards can be redeemed against LFC’s entire personalised product catalogue.
Can I return personalised items?
Personalised items can only be returned if they are faulty, arrive damaged or do not reflect what was purchased at checkout. If so, items can be returned to LFC by following our standard returns process, which you can read about here: https://store.liverpoolfc.com/returns
I have made a mistake while purchasing my order. Can I amend my order post-purchase?
Amending orders post-purchase is not possible, so please take care when personalising products online to ensure all spellings etc. are correct.
I’ve tried to personalise an item but the website tells me I’m using a prohibited term. Why is this?
Profanity filters are used across LFC Retail’s personalised product catalogue. These filters work to prevent the most common offensive and prohibited terms reaching the checkout. If you think we’ve got it wrong, use the Contact Us link at the bottom of this article and we'll look into it.
Can my personalised products be delivered to an LFC store or a click and collect point?
No, orders for third-party personalised products cannot be delivered to LFC Retail’s physical stores or sent to click and collect points across the United Kingdom.
Can I be confident that the quality of these third-party products matches what I expect from LFC?
Yes, LFC Retail carefully selects third-party suppliers to ensure the same high quality you expect from all LFC products. If you are unhappy with the quality of what you have received, use the Contact Us link at the bottom of this article and we'll look into it.
Can Membership discount and promotional codes be used against these personalised items?
Yes, your Official LFC Membership discount is accepted against our personalised range. For individual promotions, always check the the specific terms and conditions to be sure.
Are these personalised items available to purchase in-store?
The personalised product catalogue is exclusive to https://store.liverpoolfc.com and the Official Liverpool FC Store App. LFC Retail’s personalised product catalogue is not available in physical stores.
Will I be able to access a visual preview of my personalised name / message before purchase?
LFC Retail’s personalised product catalogue launched in November 2022. At the moment, customers are unable to review visual personalisation previews before checkout. LFC Retail are working hard to improve the customer experience and hope to introduce this and other features in the future.
What characters can be inserted into personalised text fields?
Your personalised message can contain letters A-Z and numbers 0-9. LFC Retail are working hard to improve the customer experience for all and welcome any feedback here - https://faq.liverpoolfc.com/portal/en/kb/articles/contact-us-fan-services