Refund policy

Refund & Returns Policy

At England Fan Store, every order is printed on demand. This means your item is made after you place your order. Please read this policy carefully before purchasing.

This policy does not affect your legal rights.

1. Faulty, damaged, misprinted, or incorrect items

We will offer a refund, replacement, or suitable solution if your item arrives:

  • Faulty
  • Damaged
  • Misprinted
  • Not as described
  • Incorrect due to our error or a fulfilment error

Please contact us within 30 days of receiving your order so we can resolve the issue quickly.

To help us process your claim, please email us with:

  • Your order number
  • A clear description of the issue
  • Clear photos of the faulty, damaged, misprinted, or incorrect item
  • Photos of the packaging, if relevant

Once we review the issue, we may offer a replacement, refund, or another suitable solution.

Under UK consumer law, customers are entitled to a full refund where an item is faulty, not as described, or does not do what it is supposed to do.

2. Personalised and custom-made items

Many of our products are personalised or custom-made, including jerseys printed with a customer-selected name, number, initials, wording, or other custom option.

Because these items are made specifically for you, we cannot accept returns, refunds, or exchanges for personalised/custom-made items unless the item is faulty, damaged, misprinted, incorrect, or not as described.

This means we cannot refund or exchange personalised items if:

  • You changed your mind
  • You ordered the wrong size
  • You entered the wrong name or number
  • You no longer want the item
  • You made a spelling mistake in your personalisation
  • You selected the wrong colour, design, or product

Please check all sizing, personalisation, and order details carefully before placing your order.

3. Non-personalised items

For non-personalised items bought online, UK customers have the legal right to cancel their order within 14 days of receiving the item, even if the item is not faulty. After telling us you wish to cancel, you then have another 14 days to return the item. We will refund you within 14 days of receiving the returned item back.

Returned non-personalised items must be:

  • Unworn
  • Unwashed
  • Unused
  • In a resellable condition
  • Returned with tags and original packaging where possible

We may reduce the refund if the item has been used, damaged, washed, or handled more than would be reasonable in a shop.

For change-of-mind returns on non-personalised items, the customer is responsible for return postage unless the item is faulty or incorrect.

4. Wrong size ordered

Please check the size guide carefully before ordering.

For personalised/custom-made items, we cannot offer refunds or exchanges if you order the wrong size, unless the item is faulty, incorrect, or not as described.

For non-personalised items, your normal UK online cancellation rights apply.

5. Order changes and cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Because our items are printed on demand, we may not be able to cancel or change your order once it has entered production.

For personalised/custom-made items, once production has started, the order cannot usually be cancelled unless there is a fault or error with the item.

6. Lost packages

If your package appears to be lost in transit, please contact us as soon as possible.

Claims for lost packages should be made no later than 30 days after the estimated delivery date, so we can investigate and raise the issue with our fulfilment provider. Printful applies this same 30-day claim window for lost parcels.

If the package is confirmed as lost due to a carrier or fulfilment issue, we will offer a replacement or suitable solution.

7. Incorrect delivery address, refused delivery, or unclaimed parcels

Customers are responsible for entering the correct delivery address at checkout.If an order is returned because the address was incorrect, incomplete, refused, unclaimed, or not collected from a pickup point, we may need to charge additional postage to resend the item. Returned packages can take 2–4 weeks to be processed, and that reshipping charges may apply where an order was unclaimed, returned by the customer, or originally sent to an incorrect address. 

8. How to request a return or refund

To request help with a return, refund, replacement, or damaged item, contact us at:

Email: contact@englandfanstore.com
Order number: Please ensure to include your order number in the email to speed up the proccess.

Please do not send any items back without contacting us first. We will provide return instructions if a return is required.

9. Refund method

Approved refunds will be issued to the original payment method used at checkout.

Please allow time for your bank, card provider, PayPal, Klarna, or payment provider to process the refund after we issue it.

10. Your statutory rights

Nothing in this policy removes or limits your statutory rights under UK consumer law.