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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 changes and/or 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 it includes a player's number or any other name or number. It is also considered customized if you add patches specifically chosen according to your request.
Customized shirts have a longer production time than other items. You can check the delivery time here.
Due to Atlético de Madrid's product customization policy, it is not possible to customize shirts with certain specific names and numbers, as well as combinations of them.
Personalized shirts should be washed inside out in cold water, without fabric softener.
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 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
T (+34) 911712099
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.
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.
HOW CAN I USE MY GIFT VOUCHER?
The Gift Voucher is exclusively for members.
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.
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.
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.
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 by the following credit/debit cards and applications:
IS IT SAFE TO SHOP AT OUR SHOP?
Yes, we have the necessary resources to guarantee the total security of 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 Online Store 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 other questions or concerns, please contact us at 911 71 20 99 or email 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.
Monday to Thursdays, from 9:00 to 18:00 GMT+1.
Friday from 9:00 to 15:00 GMT+1.
If you placed an order before July 1st when the Online Store was managed by Fanatics Experience and you have questions regarding your order, in order for Fanatics to help you, you must contact them directly. The contact information is:
If you want to get a refund, since their returns portal is not active, you must access by clicking here*.
