Frequently Asked Questions

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Frequently Asked Questions

Questions for the Feyenoord Fanshop? Here is a list of the most Frequently Asked Questions. Is your question not on the list? Then go to our contact page and send us an email with your question or call us on +31 (0)900 - 1908 #1 #2 

Ask your question here

Question

Answer

I have not received a Track&Trace code. What do I do now?

If you have not received a Track&Trace code, then this means the order has not been shipped yet. This code will be automatically included in the shipping confirmation that you will receive when the order has been shipped. 

Can I return/swap my shirt with printing on the back?

Unfortunately it is not possible to swap/return or get a refund for a shirt with personalised printing. However, if the personalised printing is incorrect, or contains other errors, then naturally you can return the shirt and we will send you a shirt with the printing you wanted.

I want to return/exchange my order. Will I have to pay the shipping charges for this?

 

You can present a return package to your nearest DHL servicepoint. You will not have to pay any shipping charges if you go to the servicepoint. To find your nearest DHL servicepoint, click here.

I have already ordered and paid for an article, but I have not received a shipping confirmation yet. What do I do now?

 

After you have placed and paid for an order, you will be sent an order confirmation email. Our staff will then package and ship your order. As soon as the order has been shipped, you will be sent a shipping confirmation email. This usually happens at the end of a working day.

Sometimes our order and shipping confirmation emails are mistakenly placed in a 'spam’ folder by email applications.

An article I wanted to order is no longer in stock in the online shop. When will it be in stock again?

 

For enquiries in relation to the online shop, including whether or not certain items are in stock, get in touch with our Customer Services department.


Orders

 

Question

Answer

I have not received a Track&Trace code. What do I do now?

 

If you have not received a Track&Trace code, then this means the order has not been shipped yet. This code will be automatically included in the shipping confirmation that you will receive when the order has been shipped. 

I have already ordered and paid for an article, but I have not received a shipping confirmation yet. What do I do now?

 

After you have placed and paid for an order, you will be sent an order confirmation email. Our staff will then package and ship your order. As soon as the order has been shipped, you will be sent a shipping confirmation email. This usually happens at the end of a working day.

Sometimes our order and shipping confirmation emails are mistakenly placed in a 'spam’ folder by email applications.

I have placed an order, but I made a mistake. Can I still change or cancel this order?

 

As soon as an order has been placed, nothing can be added to it. However, you can still remove items from the order as long as you do this on time before the order is shipped. Contact the Customer Services department to ask if this is still possible.

My order was damaged when it was delivered. What should I do now?

If the order is damaged when it is delivered by DHL, you need to inspect the contents of the package (if possible) in the presence of the delivery person to make sure it conforms to the details on the delivery note. If anything is missing or damaged, you should notify the Customer Services department by e-mail on the same day. You should also send a digital photo of the damage to the package with this e-mail.

We will look at how serious the damage is to the product. We will then decide whether or not to repair the product or to replace it with a new product.

I placed an order for an article without asking for a discount that I am entitled to. Can I still change the order to get the discount?

 

If you are a member of the Legion or the Junior Supporters Club you are entitled to a 10% discount. If you did not ask for this discount in your order, you can contact the Customer Services  department by e-mail with the details of your problem and your order number and customer number. In this way you can still get the discount.

What are the shipping charges for my order if I live in a foreign country?

 

Shipping charges:

Destination Country 

Costs

Netherlands

€ 5.50

Belgium

€ 8.95

Germany

€ 8.95

France

€ 8.95

Rest of Europe

€ 9.95

Outside Europe

€ 24.95

Shipping Periods

Question

Answer

When will my order be delivered to my home?

 

The Feyenoord Fanshop guarantees the delivery of orders within a maximum of 5 working days. In practice, however, orders are often delivered much sooner. As soon as your order has been shipped from our warehouse, you will be sent an e-mail with a Track&Trace code. You can click the link in the e-mail or enter your Track&Trace code here.

My match shirt (with printing) was not included with my order when it was delivered. Did you forget to send the shirt?

 

Printed match shirts of Adidas are always packed and shipped separately. The shirt might be delivered on the same day or the following day. This is due to the logistical processes at Feyenoord. So don't worry if the shirt isn't delivered with the rest of your order.

Printing

 

Question

Answer

Is it possible to print anything on the match shirts?

 

Obscene, offensive, abusive and/or racist words will not be printed on shirts. Apart from that, you can have anything printed on a shirt you want.

What is the limit on the number of characters I can have printed on my match shirt?

 

The maximum number of characters that can be printed on a shirt depends on the type of match shirt. Some characters take up more space than others. For example, the letter 'w’ takes up more space than the letter 'i'. There are exceptions to this rule, however. Would you like to have more characters than the stated maximum? Then contact the Customer Services department to see if this is possible.

Feyenoord shirt Adult            max. 13 characters
Feyenoord shirt Kids             max.   9 characters
Feyenoord kit Mini                 max.   6 characters
Feyenoord kit Baby               max.   5 characters

Stock & Availability

 

Question

Answer

An article I wanted to order is no longer in stock in the online shop. When will it be in stock again?

 

For enquiries in relation to the online shop, including whether or not certain items are in stock, get in touch with our Customer Services department.

I want to find out if an article is in stock in one of the Fanshops. Who do I have to contact?

 

For enquiries about whether or not certain items are in stock at the Stadium Casual, Stadium Marathon, Coolsingel, and Central Station Fanshops, get in touch with our Customer Services department by telephone.

If an article is not in stock, how long will it take before the article is in stock again?

 

It usually takes a week before an article is back in stock again. For specific information about whether or not certain items are in stock, contact our Customer Services department.

I want to order an article, but I can't see an Order button. How can I order this product?

 

If there is not an order button for an article, this means the article is no longer in stock.

I want to order an article, but my size isn't listed. Is the article still in stock?

 

If your size is not listed for an article, this means the article is no longer in stock in that size.

I am looking for an article from a previous season. Can I still buy these articles in the Feyenoord Fanshop?

 

On the Open Day at the beginning of each new season there is a clearance sale of the old collection from the previous year. After that, articles from old collections are no longer sold in the Feyenoord Fanshops or in the Fanshop Online.

Return & Exchanges

 

Question

Answer

How can I send my package back as a return?

 

  1. Fill in the details of the item to be returned at the bottom of the delivery note that came with your order.
  2. Put the product back in the original packaging.
  3. Hand in the return package to your nearest DHL servicepoint. To find the nearest servicepoint, enter your postcode here.
  4. When we have received your return package, we will either send you a placement article or refund your money.

I want to return/exchange my order. Will I have to pay the shipping charges for this?

 

You can present a return package to your nearest DHL servicepoint. You will not have to pay any shipping charges if you go to the servicepoint. To find your nearest DHL servicepoint, click here.

I have returned an article, but I still haven't got my money back. When will my money be refunded?

 

The payment of refunds for returned articles will take place no later than 2 working days after we have received the articles and completed the administrative processing. You will be sent a confirmation e-mail about this.

Can I return/swap my shirt with printing on the back?

Unfortunately it is not possible to exchange/return or get a refund for a shirt with personalised printing. However, if the personalised printing is incorrect, or contains other errors, then naturally you can return the shirt and we will send you a shirt with the printing you wanted.

I have ordered an article online, and want to swap this article. Can I also do that at one of the Fanshops?

 

Yes, online orders can be returned/exchanged in our Fanshops, as long as you have the delivery note. However, shipping charges will not be refunded if you do this at a Fanshop.

I have purchased an article in a Fanshop, but I want to exchange this article. Can I also do that online?

 

Unfortunately, if you have purchased an item at the Stadium Casual, Stadium Marathon, Coolsingel, or Central Station Fanshops, we are unable to process the return of such items in our online systems at this point in time. If you want to exchange an item you have purchased in a physical Fanshop, you will have to go back to the Fanshop.

Contact

For enquiries or problems, you can get in touch with our Customer Services department by e-mail or by telephone.

Fanshop location details

Are you looking for the address details and the opening hours of our Fanshops? Then look here.