Frequently Asked Questions
Extended Christmas Returns
Items purchased online or in-store from the 21st October 2019 to 24th December 2019, can be returned until the 11th January 2020.
Items that you are returning to us must be returned in a re-saleable condition with proof of purchase.
- Online orders can be returned via post or to our megastore for a refund or exchange until 11th January 2020.
- In-store purchases can be returned to our megastore for a refund or exchange until 11th January 2020.
Items that have been personalised for you, unless faulty, are not eligible for a refund or exchange.
How do I apply season ticket discount online?
Season ticket holders benefit from 10% off all purchases in store and online.
Season ticket discount is automatically applied during checkout, for the discount to be valid Login or Register using the email address linked to your customer number. (This is the email registered with your ticketing account).
If you are experiencing difficulties please use the following link to Contact us
Season ticket discount is not valid with any other offers or discounts.
Season ticket discount cannot be redeemed against gift card purchases, shipping costs or our shirt personalisation service.
Gift cards - FAQ
How do I redeem my egift card? you can redeem your gift card by entering the 16 digit code in the Gift card/Discount code field during checkout. Mobile users will need to expand the order summary section to see this field.
Can eGift cards be used in store? No. Gift cards purchased online can only be redeemed on the online store and is not valid on Megastore or ticket office purchases.
Can a gift card be used more than once?
Yes, provided there is still a balance remaining on the card.
How do I check my gift card balance? You can check your balance by using the link in your gift card email, the remaining balance is visible above the gift card (see image below) or contact us at email@example.com
Can gift cards be reloaded?
No, you can't reload a gift card.
Can more than one gift card be used towards a purchase?
Yes you can redeem another gift card during checkout.
Can you customise the amount for a gift card purchase? No you cannot enter a custom amount
Can I apply a discount code to my gift card purchase?
Discount codes cannot be applied to gift cards.
Can a gift card be used to buy a gift card?
No, you can't use a gift card to buy another gift card.
Can a gift card be used to pay for shipping?
Yes, gift cards are applied to the final order total which includes shipping.
What if I return an item purchased with a gift card?Where goods ordered online using a gift card are returned, you will be refunded in the form of a Gift Card.
How long will my order take?
UK Standard Delivery - Delivery takes 1-3 working days from when the order leaves our warehouse. You will receive an email notifying you that your order has been dispatched. If you are registered with us you will find your tracking information in My Account and viewing your order, you can also find your tracking information through our dispatch email notifications.
Click & Collect- You must select a collection date prior to completing your order, the earliest possible collection date will vary depending on the day and time the order is placed. You will receive email confirmation when your order has been dispatched and is ready for collection in store.
International Delivery - Delivery takes between 2-7 working days from when the order leaves our warehouse. You will receive an email notifying you that your order has been dispatched. If you are registered with us you will find your tracking information in My Account and viewing your order, you can also find your tracking information through our dispatch email notifications.
If your order has not arrived within the specified times please use the following link to Contact us
Our aim is to dispatch your order from our warehouse as soon as possible, this may take longer than usual during peak periods such as Christmas and kit launches.
How do I Track my order?
If you are registered with us you will find your tracking information in My Account and viewing your order, the tracking link will include the couriers name followed by a hashtag and series of numbers, for example UKMail #00123456789
You can also find your tracking information by following the "View your order" link in confirmation emails.
For UK deliveries our courier will notify you of any delivery updates via email or SMS, this may include time slots but is not guaranteed.
Please note: tracking information is generated when your order has been processed by our warehouse, updates may not be available until after our courier has collected your parcel.
Can i amend or cancel my order?
Please ensure your order and delivery information is correct before placing your order.
If you need to cancel or amend your order please contact us immediately on: 0115 9824 338 . We cannot guarantee that we will be able to make any changes to your order.
If you were unable to cancel or amend your order in time, you can return your unwanted items for a refund. For more information on our returns policy, please Click Here.
What shall I do if my order is faulty?
If you believe an item you ordered from us is faulty/incorrect, please email: firstname.lastname@example.org and include photos of the fault and your order number. We can then advise how we will resolve this for you.
How do I return an order/item?
If you need to return an item to us, please send it back to us within 14 days of receiving the order (Unless faulty).
Items that have been personalised for you, unless faulty, are not eligible for a refund or exchange, this also applies in the event a player leaves the club or changes his squad number.
Items that you are returning to us (excluding faulty products) must be returned in a re-saleable condition, We would like this to mean that you have kept the original packaging and labels and that the product is unused.
We recommend that you return items to us via registered post (you will need to pay for delivery costs which is non-refundable).
Please send your item(s) to:
Nottingham Forest FC, Attn: Returns Department, The City Ground, Nottingham, NG2 5fJ
Accompanied by your sales receipt or covering note detailing your requirements (Refund/Exchange) If you would like an exchange, please specify the product and size that you require. We reserve the right to refuse a refund or exchange if the conditions above are not met.
How long do you hold click & collects?
We will hold your click and collect orders in store for 28 days. If your order has not been collected it will be returned to our warehouse and a refund will be issued, this may take up to 14 days.
If you are unable to collect your order in time please contact us on: 0115 9824 338 and we can arrange for this to be extended.
When can i collect my order from the store?
You are required to select a pickup date when placing your Click & Collect order, we will process your order ready for collection on that date. You will receive email notification when your order has arrived in store.
If you would like to collect your order earlier please contact us on 0115 9824 338 to see if this is possible.
Please do not attempt to collect the order before your selected date unless you have received email confirmation that it is available in-store. We are unable to process your order from the store should you attempt to collect before it is available.
Click Here to view our Megastore opening times
Will I be charged import duties & taxes?
International deliveries may be subject to import duties and taxes which will be levied when the order reaches the delivery address. It us up to the person receiving the parcel to cover these costs, unfortunately these charges are out of our control and can vary widely from country to country, so we are unable to predict what they may be. For more accurate information please contact your local customs office before placing your order.
Can I send to a po box address?
- Unfortunately we are currently unable to ship orders to PO Box addresses.