In Store Order FAQs

In Store Order FAQs

What happens if after placing my order I want to change my items or delivery address? 
Once you've placed your order, we can't change any details. If you no longer need something you ordered, you can return the item(s) to the store with an itemised till receipt for a refund.

How do I track progress of my order?
Updates will be sent to the email address you provided in the store.

How do I request a refund or exchange?
All products must be physically returned to store with the itemised till receipt. The only exceptions to this rule are personalised products and memberships, which can't be returned.

Is my invoice within the parcel a valid receipt for return?
No, the stock must be returned with the itemised till receipt.

I have received my item and it is damaged, what are the next steps? 
You can either contact our Fan Services team using the link underneath this article, or email the store direct (email addresses are noted on the reverse of your till receipt).

How long will my parcel take to be delivered?
Please refer to your email updates for delivery progress.

My email confirmation states my parcel has been shipped but it has not been delivered, what are next steps?
Please refer to our article on How can I track my order? 

Can I return my parcel via the post for a refund or exchange?
No, all items must be physically returned to store for refunds and exchanges. 

Can I returned personalised items that I have ordered?
We are unable to accept any returned personalised items.

    Contact Us

    Need more help, or can't find what you're looking for? Contact Us

      • Related Articles

      • How can I track my order?

        For the latest updates on pre-order despatch dates, check the Announcements section. Checking the status of your order in My Account You can track the progress of your order in My Account, in the My Orders section. Here's what the statuses mean: ...
      • I haven’t received/can’t find my order confirmation email – how do I check my order has been accepted?

        Depending on your email provider and your email settings, your confirmation email might have gone into your Junk or Spam folder. Please check there first. If you still can’t find it, you can check whether we received your order and what status it’s ...
      • Can I amend or cancel a pre-order item?

        Pre-orders cannot be amended due to the large volume of orders we process. We are also unable to split any orders that include pre-order items. All items ordered with a pre-order item will be despatched together in the 'week commencing' date for that ...
      • When shopping online how can I be sure I'm ordering from the Liverpool FC Official Store?

        Liverpool FC have recently received complaints and returns from supporters who have purchased counterfeit products online. To protect yourself when shopping online, we advise: Check the domain name of the website you are shopping on. The only ...
      • Personalised Product FAQs

        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 ...