Please check to see if any of your questions have been answered below; if your question
has not been answered please email direct support at:
Directsupport@stokecityfc.com
How do I register on SCFC direct?
If you are a new customer you will need to select ‘login/register’ and complete
the member registration details, you will then receive your customer number and
password shortly after. If you already have a customer number you can activate your
account from the member activation section, once you have completed the requested
fields you will receive your password. Once you have received your customer number
and password you will be able to login, we strongly recommend that you then change
your password.
When will I receive my password for SCFC direct?
If you are a new customer you will need to complete the member registration details,
you will then receive your customer number and password shortly after. If you already
have a customer number you can activate your account from the member activation
section, once you have completed the requested fields you will receive your password.
When can I begin purchasing through SCFC direct?
You are able to begin purchasing once you have been sent confirmation of your customer
number and password.
Can I change my password?
We recommend that once you have received your customer number and password you login
and then select the option of changing your password. This can be done by selecting
change password from the ‘my account section’.
What should I do if I have lost my password or customer number?
You will need to select ‘login/register’ and then select ‘forgotten password?’ You
will then need to fill in the requested fields and you will then receive your login
details shortly.
How much does postage cost?
DPD Express Delivery - £5.95
EU Special Delivery - £11.95
RoW Special Delivery - £21.95
How many days should I allow for postage?
DPD Express Delivery - Please allow 1-2 working days for delivery from the date of dispatch.
EU Special Delivery – please allow up to 4-9 working days for delivery from the date of dispatch.
RoW Delivery - please allow up to 10-14 working days for delivery from the date of dispatch.
I have placed my order, what happens next?
Once your order has been dispatched from our department, providing you have given the appropriate information,
DPD will send you an email with your tracking and delivery information. Then, on the morning of delivery you will
receive a confirmation text message that your parcel is out for delivery and will provide you with a delivery time within an hour’s window.
Have paid for next day delivery but I am yet to receive my delivery?
DPD deliver between 7am and 7pm. If your order does not arrive between these times, please contact the Mail Order Department
the following day. Please be fully aware that all parcels require a signature. Therefore, a consignee must be present at
the delivery address provided.
What will happen if no one is in when my parcel is delivered?
DPD will post a ‘while you were out’ card and will attempt to re-deliver the following day. Should you wish to have it
re-delivered on a specific date, you will need to contact them to arrange this. If the courier fails to deliver on their
third attempt, the parcel will be returned to sender and will result in an additional fee if you require the item re-sending out.
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 28 days 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 Stoke City Mail Order, Unit 17, Innovation Way, Stoke-on-Trent, ST6 4BF. Please fill in the appropriate form
which would of been included in your original order and include this in your returns parcel.
All goods to be refunded must be sent back by recorded delivery for your security as the club will not take liability for lost parcels.
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 Stoke City Mail Order, Unit 17, Innovation Way,
Stoke-on-Trent, ST6 4BF. 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 by DPD Express delivery free of charge. You will need to include your last 4 card digits on your returns form to be refunded this amount.
If your item is an incorrect size and you wish to replace it you will be required to pay an additional £5.95. You will need to include your last 4
card digits on your returns form to be charged this additional amount.
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 Premier 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.
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.
What are the opening hours of the club shop?
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Monday
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Tuesday
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Wednesday
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Thursday
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Friday
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Saturday
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Sunday
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Stadium Superstore
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9am - 5.30pm
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9am - 5.30pm
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9am - 5.30pm
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9am - 5.30pm
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9am - 5.30pm
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9am - 5pm
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CLOSED
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Potteries Shopping
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9am - 5.30pm
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9am - 5.30pm
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9am - 5.30pm
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9am- 8pm
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9am - 5.30pm
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9am- 6pm
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10am- 4pm
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Roebuck Shopping Centre
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9am- 5.30pm
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9am- 5.30pm
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9am- 5.30pm
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9am- 5.30pm
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9am- 5.30pm
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9am- 5.30pm
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CLOSED
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Opening hours will vary on certain days, such as Bank holidays and match days.
If you require further information please contact one of our 3 stores:
Stadium Store 01782 592242
Potteries Store 01782 289395
Newcastle Store 01782 625008
Who do I contact if I have a query regarding my order?
Please e-mail scfcmailorder@stokecityfc.com
or Call 01782 826 419
Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready.
Despatching of Orders - Although we try to get all our orders despatched 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 despatched 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 despatched.
Non-Shipable 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.
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.
How do I get a season ticket?
Season tickets can be bought from either; The Britannia Stadium Ticket Office, online
from SCFC direct or by contacting the Ticket Office on: 01782 367 599.
How many days in advance can I get a match ticket?
Match day ticket will be available to purchase Approximately 35 days prior to each
match, subject to change.
Can I book tickets in advance as a present for someone?
You will be able to purchase match day tickets 35 days prior to each match, subject
to change.
Do I need an away card for away matches?
At present Stoke City Football Club operates a policy whereby everyone who wishes
to attend away games will need to have an away card. This rule also applies to children
of all ages. Away cards are priced at: Adults £10.00, Over 65 £5.00 and Under 17’s
are free.
How can I get an away card?
You can apply for an away card by either coming to the Britannia Stadium to collect
an away card application form or by downloading one from the official Stoke City
FC website. Once you have completed the form you can either bring it down to the
Britannia stadium or post it to: Stoke City Football Club Ticket office, Britannia
Stadium, Stanley Matthews way, Stoke-on-Trent, ST4 4EG.
How long should it be before receive my away card?
Away cards may take up to 6 weeks to arrive to your address.
What are the Ticket Office opening hours?
The ticket office is open Monday to Friday, 9am-5.30pm and Saturdays 9am-2pm. If
you require any further information please contact the Ticket Office on: 01782 367 599