FAQ'S

What should I do if my delivery has not arrived?

For UK orders, please allow up to 7 working days for delivery. For international orders, please allow up to 14 working days. Tracking information will be available 48 hours after dispatch.

If your order has not arrived within these timeframes, please contact us within 30 days of placing your order. Unfortunately, we cannot accept responsibility for missing orders reported after this period.

To report a missing delivery, please email onlinestore@westhamunited.co.uk and include:

• Full name
• Delivery address
• Order number

Please note: Delivery times may be extended during peak periods, including kit launches, Black Friday, and Christmas. Any delays or updates will be communicated during these times.

When will my express order be dispatched?

All express orders placed before 12pm will be dispatched from our warehouse the same working day. Orders placed after 12pm will be dispatched on the next working day.

Can I change my order after it has been placed?

If you need to amend your order details, please contact us as soon as possible. As orders are processed shortly after being placed, we cannot guarantee that amendments can be made before dispatch.

Please ensure all shipping details are correct before placing your order, as we cannot accept liability for orders submitted with incorrect information.

What happens if an item in my order is out of stock?

If an item you ordered is out of stock, a refund will be issued to your original payment method. While we make every effort to maintain accurate stock levels, occasional discrepancies may occur. We apologise for any inconvenience caused.

Will I have to pay customs or import charges?

Orders delivered outside the United Kingdom may be subject to customs duties, taxes, and clearance fees upon arrival in the destination country. These charges are not included at checkout and are the responsibility of the recipient.

By placing an order, you accept responsibility for any applicable import fees. As these charges are determined by local customs authorities, we are unable to control or influence them.

Do you deliver to PO Box addresses?

As most of our couriers require a signature upon delivery, we are unable to ship orders to PO Box addresses. Alternatively, you can use our Click & Collect service to have your order delivered to a local store.

Do you deliver liquids overseas?

No. We do not ship liquid products outside the UK. Orders containing liquids can only be delivered within the United Kingdom.

What happens if my order cannot be delivered or is lost in the post?

If your order is undeliverable or reported as lost, the courier will usually return it to us, and this will be shown in your tracking updates.

If you see that your order is being returned to sender, or there are no tracking updates for more than 5 working days, please contact us as soon as possible.

Once we receive the returned parcel, we can either resend your order or issue a full refund. If we do not hear from you before the parcel arrives back with us, we will automatically process a refund.