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FAQ

Stock and Availability

What happens if an item is out of stock?

Whilst we make every effort to ensure all items in store are always in stock, occasionally some items will be temporarily out of stock.

On the product page, if the item you have selected is out of stock, you will see 'email me when available' (this may appear in the size drop down menu if you are ordering clothing). If you select this item:

  1. An input box will appear below the list
  2. Enter your email address
  3. Press the 'Submit' button
  4. When the item is back in stock, an email will be sent to you

If you prefer not to receive an email, add the item to a Wishlist and check the list from time to time.

Items in high demand
If a particular item is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example, 'Available within 7 days'.

If we cannot get any more stock
If an item is out of stock and we cannot get any more stock, we will generally remove the item from sale. However, if there is an item that you really want, email our Customer Services team with the details of the item you wish to purchase and we will do our best to try and get it for you.


I've ordered multiple items with different stock availability. When will these be delivered?

If you have selected multiple items with different availability times then we will despatch your order when all the items are ready. If you need some items quicker than others then you will need to order them separately.

Placing Your Order

How do I place an order?

When you have found the item(s) you wish to purchase, please follow the instructions below:-

  1. Select the correct size for the item(s) (where applicable)
  2. Check the expected delivery dates for the item
  3. Enter the desired quantity correctly
  4. Read the Terms and Conditions
  5. Click the 'Add to Basket' button - you will be taken to the basket page
  6. Check that the items in your basket are the items you want to order
  7. Choose your preferred delivery destination (either home delivery or to one of our stores)

Home Delivery

  1. Choose your delivery address or create a new address
  2. Choose your delivery options

Click the 'Go to Checkout' button

If you are a new United Direct user...

  1. Enter your email address
  2. Create a password
  3. Confirm your password
  4. Click the 'Submit' button
  5. Enter your name and billing address (this is the address where your bills are sent to)
  6. Enter your delivery address
  7. Click the 'Submit' button
  8. Enter your payment details
  9. Click the 'Submit' button

If you are an existing United Direct user...

  1. Enter your username and password (if you have not already done so)
  2. Enter your payment details
  3. Click the 'Submit' button

Can I place an order over the phone?

If you prefer, you can place your order by phone. Simply call:

+44 (0) 333 014 4543

Available between:
Monday to Friday – 8am - 8pm (GMT)
Saturday and Sunday – 9am - 4pm (GMT)

Calls to this number are charged at ten pence per minute from a BT landline, calls from mobiles and other networks may vary

When placing an order over the phone, please make sure you have:

  1. The list of items you wish to buy
  2. Your payment details

How do I use search?

United Direct uses a powerful search tool that enables you to find the products you want quickly and efficiently. When you make a search, (or when you browse via the navigation) the left hand side of the page will show the categories and search refinements available to you.

The 'Select a Category' section at the top shows you how many categories are relevant to your search term. For example, if you search for the word 'Tops' the categories 'Fashion', 'Training', 'Baby' and 'Souvenirs' will appear. Selecting one of these categories will display the number of items relating to 'Tops'.

The 'Refine Your Search' section shows additional properties of the products such as 'Size', 'Price' and 'Brand'. These will help you to narrow your search effectively.

Not seeing enough products?

The area at the top of the page, below the menu bar, shows you where you have navigated and the search refinements you have made. This starts with 'You are here...' and is referred to as the breadcrumb.

On occasions you may find that you have made too many refinements and as a result you may only see a few products on the page. If this is the case, simply click on the "X" next to the category or search refinement that you want to remove in the breadcrumb. This will broaden your search and a greater number of products should appear.


Why are the colours of my goods slightly different to the pictures on the site?

The items illustrated on this website are as close as possible to how they look in real life. The reproduction of colours is as accurate as photographic and computing processes will allow. Different computer monitors have different settings which may make colours appear differently and therefore we accept no responsibility for differences in colour or style.


Do you have sizing charts?

On product pages that feature items of clothing, you can find a link to a sizing chart (located next to the size drop-down menu). As different manufacturers have slight variations in their sizes our charts should only be used as a rough guide.

To see the full size charts for Men, Women, Boys and Girls see product detail pages.

Delivery and Shipping


UK DELIVERIES


UK Standard Delivery - Delivery takes 1-3 working days from when the order leaves our warehouse. This option will not guarantee delivery on a specific date and may be left in a safe location. Please allow at least 6 working days should you need to contact our Customer Service for tracking purposes. Please note that this service is not available to Northern Ireland, non-mainland UK and certain remote areas.

UK Standard delivery is free on all orders over £100 or £4.95 otherwise.


UK Click and Collect - (over 5000 locations, 2-3 working days) - A safe place to pick up your parcel without having to wait in for your delivery. Click and collect allows you to pick up your parcel from a local collection point (collection point finder available at checkout). There are over 5,000 local collection points in convenience stores across the country open from early in the morning until late at night, 7 days a week.


Need it faster?

UK Express Delivery - Express Delivery takes 1 working day from when the order leaves our warehouse. You need to place your order before 8pm and without any personalisation or badge printing for same day despatch. Please note that delivery to Northern Ireland, non-mainland UK and certain remote will take longer.


If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


Depending on the weight, volume and value of your order and your delivery address, we will select an appropriate carrier to deliver your order.


We do not offer guaranteed delivery on weekends or public holidays.


INTERNATIONAL DELIVERIES


Standard International Delivery - (3 - 10 days) - This service will be delivered through your local mail service and does not usually come with a tracking number. Orders are usually delivered within 3-10 days but in the event that it takes longer than this, please allow upto 20 working days from the date your order leaves our warehouse.


Please note: In order to qualify for Standard International Delivery your order must meet the below criteria. If your order exceeds any of them the standard delivery option will not be available:

  • Order must be under 2kg
  • Order must be under £150 in value
  • Order must be no larger than 60cm x 60cm x 60cm

Express International Delivery - (1 - 4 days) - Our international express carrier provides a fully traceable delivery service. Normally 1 - 4 working days transit time from when the order leaves our warehouse.


Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.


If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


ADDITIONAL INFORMATION


CUSTOMS & DUTY

Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.

We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due our carrier will contact you to arrange payment.


Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:


Despatching of Orders - Although we try to process and despatch your order on the day of order, this may not always be possible, for the following reasons:

  • Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website

  • Payment Card Checks - Sometimes we may need to make additional checks on your payment card which could delay your order. This is to reduce the risk of fraud.

  • Personalised items - items requiring personalisation for example with additional name, numbering and badges added may take an extra 3-5 days before they are ready to be despatched.

Payments

Which credit/debit cards do you accept?

We currently accept the following credit cards:

  • Mastercard Credit / Debit
  • Maestro
  • Solo
  • International Maestro
  • Visa Credit / Debit
  • American Express

Which currencies are payments accepted in?

We accept payment in the following currencies:

  • British Pounds Stirling (£)
  • US Dollars ($)
  • Euro (€)

How do I change the currency on the site?

Click the appropriate currency symbol at the top right of the page.

When you click one of these symbols, the page you are on will refresh and all prices will be displayed in your new currency. Prices will be displayed in your new currency until you change it again, even if you leave the site and come back later.


Where can I find my credit/debit card security number?

Your credit/debit card security number is a 3 digit number which can be found on the far right side of the signature strip on the back of your card. This 3 digit number is unique to your card, and gives you extra protection against fraud.

Note: with American Express cards, the card security number is 4 digits long and is printed on the front of the card.


How long does it take for the transaction to go through?

After you have confirmed your purchase, we make an immediate connection to NatWest Bank to verify the card and amount, so that authorisation is given before we complete the order.


Can I change my order?

If you wish to change your order, you will need to contact the Customer Services team as soon as possible after placing your order. This is because we start processing the order as soon as the order confirmation email is sent. This enables us to provide you with the quickest possible service.


When will my credit/debit card be charged?

No actual payment is taken until your goods are being packed for delivery. Pre-order items will also not be charged for until your goods are being packed for delivery.

Your Security

Fanatics has a committed Security Policy. We will retain copies of the information that you provide when you:

  • register on this site
  • order any products from this Site
  • enter into any competitions

Is placing an order secure?

When you order anything from United Direct your order is made over a secure connection. This means that all the personal information you enter will be encrypted so it cannot be read as it travels over the Internet. Encryption is used on all pages within the buying process, making shopping on United Direct as safe as possible.


How can I tell if the United Direct site is a secure one?

You can tell that our site is secure by looking for the following:

  • a picture of a small padlock - this normally appears bottom right of the browser window.
  • in the web page address a secure page will begin with 'https://' denoting that the site is using a secure server for the transaction of data.
  • right click on the page, select 'properties' (or 'view frame info'). The resulting page will have a section called 'Security info for this page' or a button called 'certificates'. These will show:
    • the website owner,
    • the security company (in our case, Verisign)
    • the level of encryption.

If you have any concerns about the security of our site, or if you have any further queries, please contact the Customer Services team.


What else can I do to ensure my details remain safe?

Look for a VeriSign logo and only purchase from merchants you know and trust. In addition to encrypting the data you send over the Internet, the certificate can be used to confirm and authenticate the identity of a web site's owner (in this case, the merchant).

Because digital certificates act as electronic signatures they cannot be forged, you can be certain the connection is secure if either RSA DATA SECURITY INC. or VeriSign Inc has issued the certificate.


How is my data protected?

We implement a number of sophisticated security measures to ensure the safety of the personal information you provide. The information is contained on a secure server, which is accessible only by a limited number of employees who have authorised access rights to such information.

Once you have passed your credit/debit card details to us, they are stored in an encrypted format on our DataCash server located behind a firewall. Access to this machine is strictly controlled, preventing unauthorized access to your personal data.


Who are VeriSign?

VeriSign, Inc. is the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on VeriSign please visit their web site at http://www.verisign.com.

If you have any concerns about the security of our site, or if you have any further queries, please contact the Customer Services team.


What is encryption and how does it work?

Put simply, encryption changes data so that it becomes completely unreadable to anyone other than the intended recipient.

Now for the technical bit!

  1. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser.
  2. When the certificate arrives, it contains a public key, which functions as a one-way encryption device.
  3. The browser then uses this key to scramble your personal data (credit card Information) before sending it over the Internet.

All credit card details are encrypted using VeriSign 40bit SSL (Secure Sockets Layer) Software. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has.

Without this exclusive, private key, your personal information cannot be read.


Do you check for fraudulent credit/debit cards?

When we receive your credit/debit card details, an on-line check of your credit/debit card is made. This process ensures the card number you entered actually corresponds to a real card number and is not a bogus card.

The Datacash system also checks various "Hot Card lists" to ensure that no fraudulent use is being made of any credit/debit card. This on-line verification of your details is carried out over a secure line to the bank. credit/debit card data is never sent over the Internet using the validation process.

We also carry out random security checks on cards to ensure we help prevent fraud - please note that we do not intend any discourtesy if your card is chosen for a random check. We reserve the right to withhold any order from despatch in order to process further security checks. This can delay an order for up to 36 hours.


Where can I find my credit/debit card security number?

Your credit/debit card security number is a 3 digit number which can be found on the far right side of the signature strip on the back of your card. This 3 digit number is unique to your card, and gives you extra protection against fraud.

Note: with American Express cards, the card security number is 4 digits long and is printed on the front of the card.


Who are Datacash and what do they do?

Datacash are a leading payment system provider to online businesses. We have chosen them as a partner for our secure server software.

For further information about DataCash please visit their web site at http://www.datacash.com.


You are protected by the normal laws of England, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43)

Your Profile

What is 'Your Profile'?

'Your Profile' is an area of the site where the information that you submitted during registration is stored. There are numerous things you can do in this section:

  • Amend or update your personal details (i.e. if you move house, you will want to change your address)
  • Create an Address Book (useful for delivery to addresses other than your own). Here you can add, view, edit and delete addresses
  • Change your password
  • Track orders
  • View your order history
  • Set the preferences for the emails you receive from us
  • View your Wishlist


Do I need to create a profile?

If you already have a profile set up with United Direct, you can log in using the same email address and password. There is no need to create a new profile. If you have not created a profile, you can browse through the site without setting up a profile. The first time you purchase an item from us, a profile will be set up automatically for you as you will need to enter this information to successfully place an order.


You will be asked to enter your email address and a password. Once your profile has been created we will be able to send you order confirmations, let you know how your order is progressing and, depending on your preferences, send you details of special offers via email.


How do I update my personal information?

  1. Click on 'Your Profile' at the top of any page
  2. Enter your username and password
  3. Click on 'Personal Details'
  4. Update your personal details as required
  5. Click the 'Submit' button

What should I do if I forget my password?

If you forget your password:

  1. Click on the 'Forgot Password' link in the 'Your Profile' area at the top of the screen.
  2. Enter your email address
  3. An email will be sent to you with a new password.
  4. Login to 'Your Profile' using your new password
  5. Click 'Password'
  6. Enter a new password
  7. Click the 'Submit' button

How can I tell which carrier has been used?

Here's how you can found out which carrier has been used to deliver your order:

  1. Click on 'Your Profile' and log in
  2. Click on the 'Order History' link
  3. Each order will show the carrier used

Alternatively, check your despatch email where you can also find confirmation of the carrier used.


How do I remove my profile?

You have the right to remove your personal information and preferences. In order to do this, please write to us including the following information:

  1. Your name,
  2. Your address and/or...
  3. The e-mail address you set up the profile with.
  4. Post your letter to the following address:

United Direct
c/o Fanatics
Greengate
Manchester
England
M24 1FD

Gift Vouchers & Promotions

United Direct do not currently sell gift vouchers or certificates.

Occasionally however, United Direct may produce exclusive vouchers, offers and discounts for our valued customers and email subscribers – Click here to register today.


Where you have a valid promotion code, the following additional terms and conditions apply on the discounts:

  • When more than one promotion is running at the same time – only the highest value offer will be valid. Multiple promotions or offers cannot be used simultaneously.

  • Discounts will only be available on order values over the amount stated in the offer.

  • Discounts are only valid until the date published.

  • Discounts are only redeemable for purchases made on this website (store.manutd.com).

  • Discounts are not refundable.

  • Only one discount/promotion/offer may be used per customer per transaction.

  • We reserve the right to end any discounts, promotion or offer at any time including prior to the advertised end date without notice.

  • Competitions

    From time to time, United Direct will run competitions to win prizes including match tickets, mascot experiences, signed merchandise, tickets to watch the team train and many more. The below terms and conditions will apply to all such competitions.

    • Competitions are open to participants over the age of 18. If you are younger than 18, you should obtain permission from your parents or guardian before entering the competition. Prize draws are not open to employees of the Promoters, their families, agencies and anyone to whom they are professionally connected.

    • Only one entry may be recorded per person. The winner will be randomly drawn from the qualifying competition entrants.

    • The winners will be informed after midday (GMT) on the closing date of the competition. If the winner cannot be contacted, fails to confirm acceptance of the prize or cannot make use of the prize for any reason, the Promoters reserve the rights to select an alternative winner.

    • The Promoters decision is final and no correspondence will be entered into.

    • The prize is non-transferable and no cash alternative will be given.

    • The winner agrees not to sell, offer to sell or use the prize for any commercial or promotional purpose (including placing the prize on an internet auction site).

    • Mascot experiences carry further terms and conditions as follows: Mascot must be between the ages of 7 and 13 on the day of the match, be able to walk the full length of the pitch plus parents and/or guardians must be realistic to whether or not their child will be able to tolerate a high level of noise that will be encountered. The Manchester United Mascot and their family will receive 4 complimentary match tickets for the game – allocation inclusive of a seat for the Mascot once on-pitch duties have been completed. Once a mascot winner has been selected their details will be provided to Manchester United who will be in touch to arrange and confirm full details for the experience.

    • The winner agrees not to sell, offer to sell or use the prize for any commercial or promotional purpose (including placing the prize on an internet auction site).

    • By entering you agree that if you are chosen as a prize winner, you will allow the Promoter to use your name, photograph, video, voice recording and general location for their publicity and news purposes during this and any future promotions or advertising.

    • The Promoters reserve the right to change, alter or withdraw the competition at any time.

    • To the maximum extent permitted by the law, the Promoters shall not be liable for any claims or actions of any kind whatsoever for damages or losses to persons and property which may be sustained in connection with the receipt, ownership and/or use of the prize.

    • The Promoter will use the information which you provide or which we obtain from our dealings with you, to administer the competition. We may also use it to tell you about our products and offers, and for market research including analysis and development of our products and customer relationships.

    • Acceptance of the rules is a condition of entry and the entry instructions form part of the rules.

    • If any of these terms and conditions are found by a competent court or other competent authority to be void or unenforceable, that term or condition shall be deemed to be deleted and the remaining terms and conditions shall continue in full force and effect.

    • To enter offline with no minimum spend or qualifying purchase, send your name and address to: United Direct Customer Services, c/o Fanatics, Greengate, Manchester, England, M24 1FD. Only one entry per stamped mailed envelope. Entries must be received by midday (GMT) on the indicated closing date. Bulk entries or entries sent through trade, consumer groups, agents or third parties will not be accepted.

    • These terms and conditions shall be governed and construed in accordance with the laws of England. Any dispute arising is subject to the exclusive jurisdiction on the courts of England. Promoter: Fanatics, Greengate, Middleton, Manchester, M24 1FD.

Affiliate

Who are we?

United Direct: The Official Online Megastore is the online store for Manchester United Football Club merchandise, catering to ALL territories. The store is available in multiple languages, including Spanish, English, French, Italian, German, Chinese, Korean and Japanese.

Featuring the very latest Manchester United products direct from the club. We have everything you need to be the ultimate Manchester United fan! United Direct offers an extensive range of Official Manchester United clothing, including official Nike football kits, training kits, fashion ranges, equipment, homeware, souvenirs, gifts and more…all in one store.

We have a wide range of personalised products available, which you can either get your own name or one of your Manchester United heroes printed.


Want to be involved?

You can become part of the club by becoming a United Direct affiliate. You’ll be able to earn some cash too!

We’re looking to partner with a select group of online partners who share our passion, dedication and commitment through the United Direct Affiliate Programme.

Do you have a website, blog or a forum related to Manchester United, Football or Sports in general? If so, the chances are good that your readers and visitors will be interested in our products.

Joining the United Direct Affiliate Programme, gives you the opportunity to benefit from the successes and status of one of the biggest internationally recognised football teams…Manchester United.


The benefits?

  • It is quick, simple and free to sign up and join the team. In fact, we pay you!
  • Earn competitive commission on net sales (excluding shipping costs, VAT and returns
  • Standard commission rate of 5%. Premium commission rates are available for our most engaged affiliates
  • Unlimited Referrals - Your ability to earn will be based on how much traffic you generate and the level of engagement you have with your audience.
  • Eligible for commission on sales originating from your site within 30 days.
  • Real time reporting and sales tracking.
  • Daily product feed
  • Newsletters providing exclusive access to content, imagery, newsletters, banners, logos and offers for your site.
  • Bespoke banners and creative to cater for your website if required.
  • Opportunities to run exclusive partnerships with United Direct, including exclusives, money can’t buy competitions, incentives, giveaways and samples.
  • Mobile optimised site.
  • In-house affiliate contact and account management to respond to requests, dedicated to helping our affiliates succeed. If you have any questions, you can reach us by phone or email.

How does it work?

  • Promote United Direct on your website by putting affiliate links in the form of banner ads, text links, product feeds or content posts
  • You will earn commission from anyone who makes a purchase within 30 days of clicking through to United Direct from your site.
  • Using third party tracking, we are able to see which sales came from your website and you will receive the commission within 6-8 weeks, following validation.
  • We’ll send you newsletters communicating key events and launches, imagery, offers, banners and other opportunities like competitions, affiliate challenges, giveaways and samples, so that you always have access to interesting and topical content to use on your site for your readers.

Any T+C's ?

  • We review all affiliate applications thoroughly before you’re approved onto the program. Your request will be responded to within 3 working days of your application.
  • Affiliates are only permitted to use voucher codes that are specifically communicated via affiliate newsletters and the affiliate network. Commission will not be paid on sales where a code has been used that was not directly supplied to affiliates.
  • We do have T+C’s that need to be adhered by which can be viewed on our sign up page in full. Most importantly, United Direct do not allow any affiliate activity surrounding PPC or paid social advertising when promoting our programme. Unless through a prior direct agreement, affiliates are not permitted to bid on any keywords associated with Manchester United, United Direct or any variations of the above, including misspellings.
  • Unless through a prior direct agreement, we do not work with affiliates who use downloadable software, like toolbars and browser plugins to promote our site. Due to the licenced nature of our business, we are responsible for protecting the Trademarks of our licensors. For more details visit www.Fanatics.org.
  • Any affiliate found to be in breach of any of the terms and conditions, will be removed from the programme and may have any due commissions revoked on investigation.
  • We reserve the right to withhold approval if any of the information submitted for application is found to be inaccurate or misleading.

Apply here…

Simply apply to the United Direct affiliate program through the link below and we’ll review your site and be in touch.

The affiliate team are available to discuss any relevant topics regarding affiliation, to enable you to generate revenue and introduce more customers to United Direct!

We welcome you to approach us with any unique ideas, as we are always happy to review exciting new partnerships.

We look forward to you joining the squad!

Got any questions? Get in touch at – affiliates.mufc@store.manutd.com

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