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FAQ

Stock and Availability

Whilst every effort is taken to ensure all items in the store are always in stock, occasionally some items will be temporarily out of supply.

Occasionally if a particular product is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example "Available within 7 days"

If an item is out of stock on our web site, and we cannot get any more stock, we will generally remove the item from sale. However, if there is an item you are really trying to get hold of, email us at Customer Services with the details of the item you wish to purchase and we will do our best to try and get it for you.

Although we try to get all our orders despatched on the day of order, this may not always be possible, for the following reasons:

  1. Products on Pre-Order or Products that are not in stock at the time of ordering
  2. Credit Card Checks - sometimes we may need to make additional checks on your credit card
  3. Shirts with additional name, numbering and badges added may take an extra few days to despatch.

Please note that once a name and squad number have been printed on the shirt, unless the shirt is faulty we cannot provide a refund or exchange the shirt even if that player subsequently leaves the club or his squad number changes during his career at the respective club.

Please note: The products illustrated on this web site are as seen. The reproduction of colours is as accurate as photographic and computing processes will allow. The Villa Online Store accept no responsibility for variances in colour or style due to the settings on the users monitor.

The Villa Online Store reserve the right to alter without notice or prior warning, prices of products and conditions of sale.

Placing Your Order

How do I place an order?
Can I place an order over the phone?
How do I use search?
Why are the colours of my goods slightly different to the pictures on the site?
Do you have sizing charts?


How do I place an order?

When you have found the item(s) you wish to purchase, please follow the instructions below:-

  1. Select the correct size for the item(s) (where applicable)
  2. Check the expected delivery dates for the item
  3. Enter the desired quantity correctly
  4. Read the Terms and Conditions
  5. Click the "Add to Basket" button - you will be taken to the basket page
  6. Check that the items in your basket are the items you want to order
  7. Choose your preferred delivery destination (either home delivery or to one of our stores)

Home Delivery

  1. Choose your delivery address or create a new address
  2. Choose your delivery options

Click the "Go to Checkout" button

If you are a new Aston Villa Store user...

  1. Enter your email address
  2. Create a password
  3. Confirm your password
  4. Click the "Submit" button
  5. Enter your name and billing address (this is the address where your bills are sent to)
  6. Enter your delivery address
  7. Click the "Submit" button
  8. Enter your payment details
  9. Click the "Submit" button

If you are an existing Aston Villa Store user...

  1. Enter your username and password (if you have not already done so)
  2. Enter your payment details
  3. Click the "Submit" button

Can I place an order over the phone?

If you prefer, you can place your order by phone. Simply call:

+44 (0) 330 053 6010

Available between:
Monday to Friday – 8am - 8pm (GMT)
Saturday and Sunday – 9am - 4pm (GMT)

When placing an order over the phone, please make sure you have:

  1. The list of items you wish to buy
  2. Your payment details

How do I use search?

The Aston Villa Store uses a powerful search tool that enables you to find the products you want quickly and efficiently. When you make a search, (or when you browse via the navigation) the left hand side of the page will show the categories and search refinements available to you.

The "Select a Category" section at the top shows you how many categories are relevant to your search term. For example, if you search for the word "Tops" the categories "Fashion", "Training", "Baby" and "Souvenirs" will appear. Selecting one of these categories will display the number of items relating to "Tops".

The "Refine Your Search" section shows additional properties of the products such as "Size", "Price" and "Brand". These will help you to narrow your search effectively.

Not seeing enough products?

The area at the top of the page, below the menu bar, shows you where you have navigated and the search refinements you have made. This starts with "You are here..." and is referred to as the breadcrumb.

On occasions you may find that you have made too many refinements and as a result you may only see a few products on the page. If this is the case, simply click on the "X" next to the category or search refinement that you want to remove in the breadcrumb. This will broaden your search and a greater number of products should appear.


Why are the colours of my goods slightly different to the pictures on the site?

The items illustrated on this website are as close as possible to how they look in real life. The reproduction of colours is as accurate as photographic and computing processes will allow. Different computer monitors have different settings which may make colours appear differently and therefore we accept no responsibility for differences in colour or style.


Do you have sizing charts?

On product pages that feature items of clothing, you can find a link to a sizing chart (located next to the size drop-down menu). As different manufacturers have slight variations in their sizes our charts should only be used as a rough guide.

To see the full size charts for Men, Women, Boys and Girls see product detail pages.

Delivery and Shipping


UK DELIVERIES


UK Standard Delivery - Delivery takes 1-3 working days from when the order leaves our warehouse. This option will not guarantee delivery on a specific date and may be left in a safe location. Please allow at least 6 working days should you need to contact our Customer Service for tracking purposes. Please note that this service is not available to Northern Ireland, non-mainland UK and certain remote areas.

UK Standard delivery is free on all orders over £75 or £4.95 otherwise.


UK Click and Collect - (over 5000 locations, 2-3 working days) - A safe place to pick up your parcel without having to wait in for your delivery. Click and collect allows you to pick up your parcel from a local collection point (collection point finder available at checkout). There are over 5,000 local collection points in convenience stores across the country open from early in the morning until late at night, 7 days a week.


Collect from Store - this option allows you to collect your order from the club shop at the stadium. It is free of charge and once dispatched from our warehouse it takes 3-5 working days to arrive. You will receive an email and/or text message once your order arrives in store.


Need it faster?

UK Express Delivery - Express Delivery takes 1 working day from when the order leaves our warehouse. You need to place your order before 8pm and without any personalisation or badge printing for same day despatch. Please note that delivery to Northern Ireland, non-mainland UK and certain remote will take longer.


If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


Depending on the weight, volume and value of your order and your delivery address, we will select an appropriate carrier to deliver your order.


We do not offer guaranteed delivery on weekends or public holidays.


INTERNATIONAL DELIVERIES


Standard International Delivery - (3 - 10 days) - This service will be delivered through your local mail service and does not usually come with a tracking number. Orders are usually delivered within 3-10 days but in the event that it takes longer than this, please allow upto 20 working days from the date your order leaves our warehouse.


Please note: In order to qualify for Standard International Delivery your order must meet the below criteria. If your order exceeds any of them the standard delivery option will not be available:

  • Order must be under 2kg
  • Order must be under £150 in value
  • Order must be no larger than 60cm x 60cm x 60cm

Express International Delivery - (1 - 4 days) - Our international express carrier provides a fully traceable delivery service. Normally 1 - 4 working days transit time from when the order leaves our warehouse.


Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.


If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


ADDITIONAL INFORMATION


CUSTOMS & DUTY

Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.

We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due our carrier will contact you to arrange payment.


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 process and despatch your order 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

  • Payment Card Checks - Sometimes we may need to make additional checks on your payment card which could delay your order. This is to reduce the risk of fraud.

  • Personalised items - items requiring personalisation for example with additional name, numbering and badges added may take an extra 3-5 days before they are ready to be despatched.

Payments

Questions about Paying

We currently accept online payments with a number of credit/debit cards. The current credit cards we accept include:

  1. Visa

  2. MasterCard

  3. Switch and Solo

  4. American Express

  5. Maestro

  6. Delta Card


We currently accept payment in the following major currencies: British Pounds Sterling, US Dollars, Euro, PayPal, Japanese Yuan, Chinese Yuan, Australian Dollars and South Korean Won


Aston Villa Store at www.shop.avfc.co.uk reserve the right to withhold any order from despatch in order to process further security checks. This can delay an order for up to 36 hours. In the event that your offer to purchase goods is refused, any money paid by you will be refunded.


Many internet users are concerned about security on the web - below are answers to few questions we are commonly asked:


What is the Card Security Number? Also known as a CV2 number, this is a special 3 digit number that appears on the far right side of the signature strip on your card. This number is unique to each card, and gives you extra protection against fraud. Note: with American Express, the card security number is 4 digits long and is printed on the front of the card.


Do you check for fraudulent cards? - When we receive your Credit Card details, an on-line check of your Credit Card is conducted with their Acquiring bankers. This process ensures the number you entered actually corresponds to a real credit card number and is not a bogus card. The CyberSource system also checks various "Hot Card lists" to ensure that no fraudulent use is being made of any Credit Card. This on-line verification of your details is carried out over a secure line to the bank. Credit Card data is, at no time, sent over the Internet using the validation process. We also carry out random security checks on cards to ensure we help prevent fraud - please note that we do not intend any personal slight if your card is chosen for a random check.


Who are CyberSource? – Aston Villa Store at shop.avfc.co.uk has chosen CyberSource as a partner for its secure server software. They are a leading payment system provider to online businesses. For further information about CyberSource please visit their web site at https://cybersource.co.uk.


Is shopping with Aston Villa Store at shop.avfc.co.uk safe? - Communication between you, us and CyberSource is encrypted using the SSL mechanism built into your browser. This ensures that even if someone were able to monitor the traffic between you and the CyberSource server, they would not be able to read it. Encryption is used on all pages within the buying process, making shopping on the site at shop.avfc.co.ukas safe as possible.


How do we protect the Buyers Data? - The CyberSafe software sits behind a corporate firewall. Access to this machine is strictly controlled, preventing unauthorized access to your personal data. Once you have passed your Credit Card details to Aston Villa Store at shop.avfc.co.uk, they are stored on the CyberSafe server in an encrypted format.


Is the transaction Real-Time? - All Credit Card transactions are completed in real-time. After you have confirmed your order, we make an immediate connection to NatWest Bank to verify the card and amount, so that authorization is given before we complete the order. All shirts with customisation will be fully charged once you have confirmed your order and it has been accepted by us a binding contract will exist between us at the time of dispatch of the goods from our warehouse.


Do I have any Legal Protection? - You are protected by the normal laws of England and Wales, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43) Consumer Rights Regulations 2013. Full details of your legal rights are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.


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Sales Tax

For any customer purchasing adult clothing and souvenirs inside the United Kingdom, VAT is included at the standard UK rate of 20%. Children's clothing is exempt from VAT in the UK is therefore charged at 0% thus no tax is added in the price quoted by The Villa Online store at www.shop.avfc.co.uk.


For any customers purchasing outside the United Kingdom all products are shown inclusive of the applicable VAT rate of the country that the order is delivered to.


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 and we advise you to contact your local customs office for further information.



Your Security

Safe shopping is important to everyone and we have gone to great lengths to make sure your details remain safe. When you start the order process you can be sure that every step of the way is 100% secure.

We have compiled a list of frequently asked questions below, which you may find useful. If you have any concerns about the security of our site, or if you have any further queries, please contact Customer Services.


How Secure are You? - As soon as you enter the order process, every bit of information that is transferred between you and us is encrypted using powerful encryption algorhythms. So even if someone could intercept the data over the internet, there is not a thing they could do with it. Your details are safer with Internet shopping that with traditional mail or telephone shopping!

How can I tell if the web site is a secure one? - It is easy to determine if your connection is secure; on your browser you wil notice a picture of a small padlock - this normally appears right at the bottom of the screen. Sometimes this padlock will not appear, even though you are secure - to double check this, you can right click on the page and select 'properties' or 'view frame info' from the list which will tell you whether you are secure or not. Also look out for the sign of a secure web page, which can be identified by the URL (the web site address). A standard page will begin with 'http://'. A secure web page will begin with the URL 'https://' denoting that the merchant is using a secure server for the transaction of data.

How does Encryption work? - All credit card details are encrypted using VeriSign 40bit SSL (Secure Sockets Layer) Software. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which functions as a one-way encryption device. The browser then uses this key to scramble your personal data (Credit Card Information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has. Without this exclusive, private key, your personal information cannot be read.

What else can I do to ensure my details remain safe? - The second way to ensure you have a secure connection is to look for either the VeriSign logo or RSA Data Security logo and only purchase from merchants you know and trust. Here again, the digital certificate is important. In addition to encrypting the data you send over the Internet, the certificate can be used to confirm and authenticate the identity of a web site's owner (in this case, the merchant). Because digital certificates act as electronic signatures they cannot be forged, you can be certain the connection is secure if either RSA DATA SECURITY INC. or VeriSign Inc has issued the certificate.

Who are VerSign? - VeriSign, Inc. is the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on VeriSign please visit their web site at http://www.verisign.com.

Your Profile

What is 'Your Profile'?
Do I need to create a profile?
How do I update my personal information?
What should I do if I forget my password?
How can I tell which carrier has been used?
How do I remove my profile?


What is 'Your Profile'?

'Your Profile' is an area of the site where the information that you submitted during registration is stored. There are numerous things you can do in this section:

  • Amend or update your personal details (i.e. if you move house, you will want to change your address)
  • Create an Address Book (useful for delivery to addresses other than your own). Here you can add, view, edit and delete addresses
  • Change your password
  • Track orders
  • View your order history
  • Set the preferences for the emails you receive from us
  • View your Wishlist


Do I need to create a profile?

If you already have a profile set up with the Aston Villa Store, you can log in using the same email address and password. There is no need to create a new profile. If you have not created a profile, you can browse through the site without setting up a profile. The first time you purchase an item from us, a profile will be set up automatically for you as you will need to enter this information to successfully place an order.


You will be asked to enter your email address and a password. Once your profile has been created we will be able to send you order confirmations, let you know how your order is progressing and, depending on your preferences, send you details of special offers via email.


How do I update my personal information?

  1. Click on 'Your Profile' at the top of any page
  2. Enter your username and password
  3. Click on 'Personal Details'
  4. Update your personal details as required
  5. Click the 'Submit' button

What should I do if I forget my password?

If you forget your password:

  1. Click on the 'Forgot Password' link in the 'Your Profile' area at the top of the screen.
  2. Enter your email address
  3. An email will be sent to you with a new password.
  4. Login to 'Your Profile' using your new password
  5. Click 'Password'
  6. Enter a new password
  7. Click the 'Submit' button

How can I tell which carrier has been used?

Here's how you can found out which carrier has been used to deliver your order:

  1. Click on 'Your Profile' and log in
  2. Click on the 'Order History' link
  3. Each order will show the carrier used

Alternatively, check your despatch email where you can also find confirmation of the carrier used.


How do I remove my profile?

You have the right to remove your personal information and preferences. In order to do this, please write to us including the following information:

  1. Your name,
  2. Your address and/or...
  3. The e-mail address you set up the profile with.
  4. Post your letter to the following address:

Aston Villa Store
c/o Fanatics
Greengate
Manchester
England
M24 1FD

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