FAQS
When can I expect to receive the ordered goods?
Orders are dispatched within 2 working days if the order is cash on delivery or has been paid immediately after its completion via a payment gateway. After that, it depends on which carrier you choose. Once we have forwarded your shipment to the carrier, you will receive an email with the tracking number of your shipment.
How long does it take to make a custom printed item (replica shirt, t-shirt)?
We will have a custom printed replica shirt or t-shirt made within 10 working days of payment of your order. Please check that you have selected the correct size, number and name before ordering custom printed items. Custom printed items cannot be exchanged or returned.
What should I do if I chose the wrong size?
All goods, except personalised products, can be exchanged for a different size or returned within 14 days of delivery. Exchange and return procedures can be found here. The football package can be returned, but the replica shirt size cannot be changed.
Do I have to be registered with you to make a purchase?
No, registration is not compulsory to purchase from our e-shop. However, registration is advantageous if you shop more often, and if you don't want to fill in your billing or delivery details every time, or if you want to keep your order documents.
How do I apply the discount for a season ticket/membership?
To claim the discount you need to register on our website. The discount will be automatically deducted at login.
A signed replica shirt?
Unfortunately, at this time we do not provide the option to have the player sign the replica shirt.
Is it possible to reserve products?
Unfortunately, product reservations are not possible at this time. Thank you for your understanding.
How do I change the delivery address?
In case you want to change the delivery location, just contact your chosen carrier and agree on the change. Have your package tracking number ready, which we have emailed to you.
Contact the carrier: PPL WE|DO
What are the payment options?
The order can be paid in the following ways:
Online payment by card
Online bank transfer
Cash on delivery
Find out more about e-shop payments here.
You have paid the order by bank transfer but the order is still marked as unpaid?
If you have paid for your order online via a payment gateway and we do not register your payment, it is possible that you have entered the wrong variable symbol. Payments are made through a payment gateway, that is, you send the payment to our payment gateway provider. For more information about your payment, please first contact our provider with the details you provided at the time of payment on +420 387 685 123 or by email: gopay@gopay.cz.
How do I make a complaint about the goods?
If the goods purchased from our e-shop suffer damage such as breaking or tearing during the warranty period you can make a complaint using the complaints form, which can be found here.
What should I do if I get a broken glass or mug?
If you receive a broken glass or mug from us, please proceed according to the following procedure. Contact your chosen carrier and provide them with the shipment number, a copy of the invoice we emailed you and the following photos( the outer packaging of the shipment, the packaging detail at the point of damage, the label on the box, the box filler and the damage to the goods). The name of the carrier can be found on the label on the box. The carrier will send us a statement about the complaint and we will then resolve the complaint with you.
Why do I have to pay for some products in advance?
Products such as replica shirts or t-shirts with custom printing must be paid for in advance, for example by credit card, to ensure personalization of the goods.
Are there any products missing in your fan shop?
If you think we are missing a product in the fan shop, it is sold out, or if you have an idea for a brand new product, email us at info@fnshp.cz or reach out to us on social media. We'll look into it together.
