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BEFORE YOU PLACE YOUR ORDER, YOU MUST MAKE SURE:
CAN I PLACE MY ORDER OVER THE PHONE??
It is not possible to place orders over the phone, due to the privacy and security policy of the buyer's data.
CAN I COLLECT MY ORDER FROM A STORE?
This service is currently not available.
IS IT POSSIBLE TO CHANGE THE ADDRESS OF MY ORDER?
If the order is being processed, but has not yet left our facilities, it is possible to change the delivery address; to do so, please contact us:
tiendaonline@atleticodemadrid.com
HOW CAN I TRACK MY ORDER?
You will receive a link with the tracking information from our transport company as soon as it leaves our facilities and is in delivery.
HOW CAN I APPLY MY MEMBERSHIP DISCOUNT ON THE WEBSITE?
Our website is exclusively for members, therefore, the 10%-member discount han been applied to the prices.
CAN I SEND MY ORDER TO SOMEONE AS A GIFT?
You can choose the shipping address you prefer, but at the moment we do not offer gift receipts or special gift wrapping.
Also, please note that we include the invoice inside the package, which shows the total amount paid for the order.
IS THERE A SIZING GUIDE?
Yes, you can check our size guide by clicking here*.
We do not accept exchanges and/or returns for items that have been customised. This applies to any product that is modified from its original form and that has been specifically requested by the customer.
A jersey is considered personalised if you add a player's number or a name of your choice. It is also considered personalised if you add specially chosen patches according to your request.
Personalised jerseys have a longer production time than other items. You can check the delivery time here.
Due to Atlético de Madrid's product customisation policy, it is not possible to customise shirts with some specific names and numbers, as well as combinations of them.
Screen printed shirts should be washed in cold water, without fabric softener and inside out.
CAN I RETURN MY ORDER TO A STORE?
This service is not available at the moment. To make returns, you have to contact us and we will send you the steps to follow.
IS IT POSSIBLE TO EXCHANGE AN ITEM IN A STORE?
This service is not available at the moment.
HOW DO I PROCEED IF I RECEIVE A WRONG OR DEFECTIVE ITEM?
If you receive an incorrect or defective item, you should contact our customer service so that we can help you:
tiendaonline@atleticodemadrid.com
The product must be returned with the original packaging and labels. As soon as we receive it in our facilities, we will proceed to send you a new one or, make the refund.
CAN I RETURN A PERSONALIZED JERSEY?
We do not accept returns for items that have been customized. This applies to any product that is modified from its original form and has been specifically requested by the customer.
A shirt is considered customized if the player's number or a name of your choice is added. It is also considered customized if specially chosen patches are added according to your request.
HOW CAN I USE MY GIFT VOUCHER?
If you are a member, you can use your voucher during your purchase process, without having to request a code from the Virtual Office.
Before you complete your purchase, in your shopping cart, you will have a drop-down menu where your Gift Voucher will appear, and you can select it to redeem it.
CAN I ACCUMULATE SEVERAL GIFT VOUCHER CODES IN THE SAME PURCHASE?
No, you cannot apply more than one Gift Voucher to the same purchase.
MY GIFT VOUCHER IS GIVING ME AN ERROR, WHAT SHOULD I DO?
If this happens to you, don't worry, just delete your browsing history and cookies and start the order from scratch, with a completely empty shopping cart. If after this step the code is still giving you problems, please contact our customer service department.
HOW CAN I REDEEM PROMOTIONS IN THE ONLINE STORE?
To redeem a promotion, follow these steps:
1. Select your products and add them to your cart.
2. When accessing the cart, choose the option View my cart.
3. In the upper right corner, you will see a box that says Enter promotional code. Enter your code in that space.
4. Click Submit to apply the discount. If the code is valid, the discount will be reflected in your total.
5. Finally, select Confirm order in the lower right corner to proceed to payment with the discount applied.
WHAT IS A BIRTHDAY COUPON?
It is a gift that the club gives members for their birthday. With this coupon, you can enjoy an additional 20% on your purchases, plus the usual 10% you get for being a member.
I RECEIVED THE BIRTHDAY EMAIL, BUT NOT THE CODE
In order to receive the birthday coupon code, it is essential that you have activated commercial communications in your personal member area.
DOES THE BIRTHDAY CODE EXPIRE?
Yes, this voucher expires 30 days after receipt.
IS IT POSSIBLE TO ACCUMULATE THE BIRTHDAY CODE AND THE GIFT VOUCHER CODE?
Yes. The birthday voucher can be combined with the Gift Voucher or other promotions in the same purchase.
WHAT ARE THE PAYMENT OPTIONS?
We currently only accept payments via the following credit/debit cards and applications:
IS IT SAFE TO SHOP AT OUR SHOP?
Yes, we have the necessary resources to ensure total security in your purchases. Your bank details are sent to a server in encrypted form using the SSL (Secure Socket Layer) protocol in a totally secure environment. We do not verify your banking information at any time. In the event that our security devices detect any anomaly or fraud, we reserve the right to cancel the transaction.
WHAT CURRENCIES CAN PAYMENTS BE MADE IN?
Currently we only accept payments in Euros (€).
WHERE CAN I FIND THE SECURITY NUMBER ON MY CREDIT/DEBIT CARD?
The security number on a credit/debit card is a 3-digit number located to the right of the signature box on the back of the card. This 3-digit number is unique to each card and provides additional protection against fraud.
HOW LONG DOES IT TAKE FOR THE TRANSACTION TO BE APPROVED?
After confirming your order, our Private Member Shop automatically connects to our bank operator to verify the card and amount and receive authorization before completing the order. Once the order is accepted we will notify you immediately that the purchase has been successfully completed.
If you have any further questions or concerns, please contact us at tiendaonline@atleticodemadrid.com.
Do you have any questions? Tell us how we can help you. We will be delighted to help you! Our reply time is 24-48 business hours.
Monday to Thursdays, from 9:00 to 18:00 GMT+1.
Friday from 9:00 to 15:00 GMT+1.
