FAQs 

1. What is a Fancard/Members Card and does it entitle me to discount?
2. What forms of payment do you accept?
3. What is your delivery policy
4. Why can't I find a country in the drop down list?
5. What if one of the items I have ordered is out of stock?
6. What is your returns policy?
7. How do I contact Customer Services?
8. Why do I still see the final price in pounds sterling even though I’ve been shopping in euros or dollars
9. What is your accessibility policy?
10.  You can now recycle your old electrical products with us.

1. What is a Fancard/Membership and does it entitle me to a discount?

Fancards /Members Cards are a personal card used to record match attendance and record your Official LFC Membership. Fancard holders are not necessarily entitled to any discounts in the online store.  To qualify for the 10% online discount, you must hold a Fancard AND be a current Official LFC Member.  To read more please see our Membership Page >>

Just make sure your surname, date of birth and Membership number are entered as they are on your LFC Membership.  If you wish to check these please see our My Account section >>

If these are correct then your discount will be automatically applied. 

Please note that the store checks both your surname, date of birth and Fancard number.  If you wish to check these please see our My Account section >> If these are correct and your membership is in date, the discount will apply automatically.

In order to qualify for the discount, you need to have a current Official Liverpool FC Membership.  To renew your annual Membership or check your Membership details, please contact our membership team >> 

2. What forms of payment do you accept?

We accept the following credit and debit payment cards: Visa, Visa Delta, MasterCard, Maestro and Visa Electron.

For Visa Electron please choose 'Visa' from the drop down list and enter all payment details, including start date and issue number if applicable.
 
Shopping with us is completely safe. Our secure server uses encryption (electronic scrambling of information) to ensure your transactions are private and protected. View our security certificate >>

3. What is your delivery policy?

Our delivery charges the same regardless of how many items you order:

UK Standard  £3.99

UK Express £6.50 (See express below)

Ireland         £7.00
EUROPE       £8.00

USA            £9.50
ROW          £15.00

Express:

Express orders placed before midday will be processed same day and sent via Hermes Next Day delivery and will be delivered before 6pm on the next working day.

Express orders placed after midday will be processed for delivery in 2 working days.

Express orders for N. Ireland, Isle of Man, Jersey, Guernsey, Scottish Highlands & Scottish Island cannot be guaranteed for the next working day as the service can take up to 48 hours.

Express orders for pre-order product are not guaranteed for the next working day.

Express orders placed before midday on Friday will be delivered on Monday.  Express orders placed after midday on Friday and on Saturday/Sunday will be delivered on Tuesday.

Liverpool FC cannot accept responsibility for 3rd party issues or external forces that delay express orders.

Delivery Times:

Your order will normally be dispatched within 3/4 working days of placing the order.

Fans in the 'UK & Ireland' can expect their order to arrive within 5/7 working days.

Fans in 'Europe, USA & Canada' can expect their order to arrive within 7 working days.

'Rest Of The World' can expect their order within 10 working days.

Delivery Method/Courier:

UK Standard orders under £100 will be sent via Hermes 48hrs and take up to 2 working days from despatch. These items may require a signature but also have a leave safe option.

All UK Express orders and UK standard orders over £100 will be sent via Hermes 24hrs and will arrive next working day from despatch.


If you have not received your order after 14 days of placing the order then please  contact our Merchandise Customer Services team >>
 

4. Why can't I find a country in the drop down list on the Delivery Details page?

Unfortunately, we can only send goods to the countries in the drop down list on the "Address Details" page. Please accept our apologies for any disappointment caused.  

5. What if one of the items I have ordered is out of stock?

We check stock as you order so it is very unlikely that an item you have bought will be out of stock.  If a product you have purchased is out of stock, we will contact you as soon as possible.  

6. What is your returns policy?

If you are not satisfied with your purchase, you may return it to us within 2 weeks of receipt in unworn / unused condition for a full refund or exchange.

LFC Direct, PO Box 211, Whiston, Prescot, L35 1WQ.

Please note that custom printed merchandise cannot be exchanged or refunded.

Liverpool Football Club do not accept any responsibility for players transferring from the club or changing their squad number.  Liverpool Football Club will not accept any returns or refund requests outside of our normal returns policy if a player is transferred or changes their squad number.

Should you have any queries regarding a return then please contact our Merchandise Customer Services team >>
 
We want you to feel confident about shopping with us. If you have a problem, or are unhappy with your purchase, then we will put the matter right.

We recommend if you do return an item to us, do so by recorded delivery.  LFC will not accept responsibility for lost returns.  Exchanges will be charged at £3 to cover return postage.

7. How do I contact customer services?

Customer Services - storeorders@liverpoolfc.tv

If you need to contact us by telephone then please call:
 
0843 170 1892 (UK)
0044 151 907 9500 (International)
Lines are open Monday - Friday 8.15am - 5.45pm, Saturday 9.15am - 3pm.

If you are looking for general information about one of your orders please visit the My Account section to view your order history >>

If you are having a technical difficulty then please contact us via our online form >> please select “Online Store Support” from the options.

If you have placed an order and have a specific question about that order then please email our Merchandise customer services team at storeorders@liverpoolfc.tv

Liverpool Football Club is a company registered in England and Wales with the following details:

Company Number: 35668
VAT Registration No: 325 1957 56
Registered Office: Anfield Road, Liverpool, L4 0TH
Trading Office: Anfield Road, Liverpool, L4 0TH
Contact: Visit http://www.liverpoolfc.tv/contact

 

8. Why do I still see the final price in pounds sterling even though I’ve been shopping in euros or dollars?

The order value we charge to you is calculated at the current exchange rates for pound sterling with your local currency. The Euro and Dollar values given on the site when browsing are intended as a guide only to assist you when shopping but as such cannot be considered as an absolute guide.

9. What is your accessibility policy?

We are committed to making sure that our online store is accessible to all our fans.  We have taken Priority 1 and Priority 2 of the W3C accessibility guidelines into account at all stages of the design and implementation process and our continually working to ensure these guidelines are met. 

If you have any questions or suggestions regarding the accessibility of this site, please Contact Us, we will be pleased to hear your feedback.

 

10.  You can now recycle your old electricals with us.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.  In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old waste equivalent items.  Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.

Why recycle?

Unwanted electrical equipment is the UK's fastest growing type of waste.  Many electrical items can be repaired or recycled, saving natural resources and the environment.  If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health.

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol.  Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

We can help!

We are pleased to offer our customers the chance to recycle their old electrical items. For example, if a customer bought a new watch from us we would accept their old watch and prevent it going into a landfill site by disposing of it safely.  Customer must return their WEEE item to us within 28 days of purchasing their new item.  Please contact us for further details.

Alternatively, please find more information on WEEE recycling and locate your local recycling centre, at the www.recyclenow.com website.