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FAQ

Stock and Availability


What happens if an item is out of stock?

Whilst we make every effort to ensure all items in store are always in stock, occasionally some items will be temporarily out of stock.

On the product page, if the item you have selected is out of stock, you will see 'email me when available' (this may appear in the size drop down menu if you are ordering clothing). If you select this item:

  1. An input box will appear below the list
  2. Enter your email address
  3. Press the 'Submit' button
  4. When the item is back in stock, an email will be sent to you

If you prefer not to receive an email, add the item to a Wishlist and check the list from time to time.

Items in high demand
If a particular item 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 we cannot get any more stock
If an item is out of stock and we cannot get any more stock, we will generally remove the item from sale. However, if there is an item that you really want, email our Customer Services team with the details of the item you wish to purchase and we will do our best to try and get it for you.


I've ordered multiple items with different stock availability. When will these be delivered?

If you have selected multiple items with different availability times then we will despatch your order when all the items are ready. If you need some items quicker than others then you will need to order them separately.

Placing Your Order

How do I place an order?

  • When you have found the item(s) you wish to purchase, please follow the instructions below:
  • Select the correct size for the item(s) (where applicable)
  • Check the expected delivery dates for the item
  • Enter the desired quantity correctly
  • Read the Terms and Conditions
  • Click the 'Add to Basket' button - you will be taken to the basket page
  • Check that the items in your basket are the items you want to order
  • Choose your preferred delivery destination (either home delivery or to one of our stores) Home Delivery
  • Choose your delivery address or create a new address
  • Choose your delivery options
  • Click the 'Go to Checkout' button
  • If you are a new PSG Store user...

  • Enter your email address
  • Create a password
  • Confirm your password
  • Click the 'Submit' button
  • Enter your name and billing address (this is the address where your bills are sent to)
  • Enter your delivery address
  • Click the 'Submit' button
  • Enter your payment details
  • Click the 'Submit' button

    If you are an existing PSG Store user...

  • Enter your username and password (if you have not already done so)
  • Enter your payment details
  • 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) 3300538723

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

    Calls to this number are charged at ten pence per minute from a BT landline, calls from mobiles and other networks may vary

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

    The list of items you wish to buy

    Your payment details

    How do I use search?

    PSG 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 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.


    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

    Which credit/debit cards do you accept? We currently accept the following credit cards: Mastercard Credit / Debit Maestro Solo International Maestro Visa Credit / Debit American Express Which currencies are payments accepted in? We accept payment in the following currencies: British Pounds Stirling (£) US Dollars ($) Euro (€) How do I change the currency on the site? Click the appropriate currency symbol at the top right of the page. When you click one of these symbols, the page you are on will refresh and all prices will be displayed in your new currency. Prices will be displayed in your new currency until you change it again, even if you leave the site and come back later. Where can I find my credit/debit card security number? Your credit/debit card security number is a 3 digit number which can be found on the far right side of the signature strip on the back of your card. This 3 digit number is unique to your card, and gives you extra protection against fraud. Note: with American Express cards, the card security number is 4 digits long and is printed on the front of the card. How long does it take for the transaction to go through? After you have confirmed your purchase, we make an immediate connection to NatWest Bank to verify the card and amount, so that authorisation is given before we complete the order. Can I change my order? If you wish to change your order, you will need to contact the Customer Services team as soon as possible after placing your order. This is because we start processing the order as soon as the order confirmation email is sent. This enables us to provide you with the quickest possible service. When will my credit/debit card be charged? No actual payment is taken until your goods are being packed for delivery. Pre-order items will also not be charged for until your goods are being packed for delivery.

    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 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, the information that is transferred between you and us is encrypted using powerful encryption algorithms. Your details are safer with internet shopping that with traditional mail or telephone shopping! How can I tell if the website is a secure one? It is easy to determine if your connection is secure; on your browser you will 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 Globalsign Inc has issued the certificate. Who are Globalsign? Globalsign, Inc. is the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on Globalsign please visit their web site at http://www.globalsign.co.uk.

    Your 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 PSG 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? Click on 'Your Profile' at the top of any page Enter your username and password Click on 'Personal Details' Update your personal details as required Click the 'Submit' button What should I do if I forget my password? If you forget your password: Click on the 'Forgot Password' link in the 'Your Profile' area at the top of the screen. Enter your email address An email will be sent to you with a new password. Login to 'Your Profile' using your new password Click 'Password' Enter a new password Click the 'Submit' button 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: Your name, Your address and/or... The e-mail address you set up the profile with. Post your letter to the following address: PSG Store c/o Fanatics Greengate Manchester England M24 1FD

    Gift Vouchers & Promotions

    Occasionally we may produce exclusive vouchers, offers and discounts for our valued customers and email subscribers.

    Where you have a valid promotion code, the following additional terms and conditions apply on the discounts: • When more than one promotion is running at the same time – only the highest value offer will be valid. Multiple promotions or offers cannot be used simultaneously. • Discounts will only be available on order values over the amount stated in the offer. • Discounts are only valid until the date published. • Discounts are only redeemable for purchases made on this website (store.psg.fr). • Discounts are not refundable. • Only one discount/promotion/offer may be used per customer per transaction. • We reserve the right to end any discounts, promotion or offer at any time including prior to the advertised end date without notice.

    Competitions

    From time to time, we will run competitions to win prizes including match tickets, signed merchandise, tickets to watch the team train and many more. The below terms and conditions will apply to all such competitions.

    o Competitions are open to participants over the age of 18. If you are younger than 18, you should obtain permission from your parents or guardian before entering the competition. Prize draws are not open to employees of the Promoters, their families, agencies and anyone to whom they are professionally connected.

    o Only one entry may be recorded per person. The winner will be randomly drawn from the qualifying competition entrants.

    o The winners will be informed after midday (GMT) on the closing date of the competition. If the winner cannot be contacted, fails to confirm acceptance of the prize or cannot make use of the prize for any reason, the Promoters reserve the rights to select an alternative winner.

    o The Promoters decision is final and no correspondence will be entered into.

    o The prize is non-transferable and no cash alternative will be given.

    o The winner agrees not to sell, offer to sell or use the prize for any commercial or promotional purpose (including placing the prize on an internet auction site).

    o By entering you agree that if you are chosen as a prize winner, you will allow the Promoter to use your name, photograph, video, voice recording and general location for their publicity and news purposes during this and any future promotions or advertising.

    o The Promoters reserve the right to change, alter or withdraw the competition at any time.

    o To the maximum extent permitted by the law, the Promoters shall not be liable for any claims or actions of any kind whatsoever for damages or losses to persons and property which may be sustained in connection with the receipt, ownership and/or use of the prize.

    o The Promoter will use the information which you provide or which we obtain from our dealings with you, to administer the competition. We may also use it to tell you about our products and offers, and for market research including analysis and development of our products and customer relationships.

    o Acceptance of the rules is a condition of entry and the entry instructions form part of the rules.

    o If any of these terms and conditions are found by a competent court or other competent authority to be void or unenforceable, that term or condition shall be deemed to be deleted and the remaining terms and conditions shall continue in full force and effect.

    o To enter offline with no minimum spend or qualifying purchase, send your name and address to: PSG Direct Customer Services, c/o Fanatics, Greengate, Manchester, England, M24 1FD. Only one entry per stamped mailed envelope. Entries must be received by midday (GMT) on the indicated closing date. Bulk entries or entries sent through trade, consumer groups, agents or third parties will not be accepted.

    o These terms and conditions shall be governed and construed in accordance with the laws of England. Any dispute arising is subject to the exclusive jurisdiction on the courts of England. Promoter: Fanatics, Greengate, Middleton, Manchester, M24 1FD

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