FAQs

1. How do I redeem my £10 voucher

When redeeming the discount online you will be required to use the code underneath the scratch panel within the “Enter Promotional Code:” box within the checkout process.

If you receive the message - Coupon code "PY2XDSWFIOFR" is not valid. Please ensure all characters are correct e.g. “0” or “O”

The scratch panel can be found on the back of the gift voucher. Once the scratch panel has been removed the gift voucher cannot be redeemed in-store.

The discount excludes delivery costs, purchases of membership, tour & museums and 3rd party products featured on store.liverpoolfc.com

See Full terms here

2. How Long Will My Online Store Order Take?
  • We aim to ship all normal orders between 3 and 5 working days.
  • UK orders normally arrive in 5/6 working days.
  • UK express orders when ordered before mid-day arrive the next working day (please note, this service does not apply on Bank Holidays)
  • Standard International orders normally arrive within 7 working days.
  • Express International orders normally arrive within 1-5 working days. (Click here for full delivery information)
  • You will receive an e-mail from our Distribution Centre once your order has been processed with track and trace information.
  • Express UK delivery is normally made by DPD
  • Standard UK delivery is normally made by Hermes
  • International delivery is normally made by DHL Express - (Click Here for Customs Information)
3. Where can I find delivery information and pricing?

You can find delivery information and pricing here

4. How do I get my 10% Membership discount?

To qualify for the 10% online discount, you must be a current Official LFC Member.  To read more please see our Membership Page >>.  Customers need to have created an account with the Online Store for their discount to be applied

Just make sure your Forename, Surname and Date of Birth are entered as they are on your LFC Membership.  If you wish to check these please see our My Account section >>

If these are correct then your discount will be automatically applied. To get the discount you need to enter your Membership Number at the Checkout.

To renew your annual Membership or check your Membership details, please log-in to your account or renew your membership here>>

If your discount is not being applied then go to your Account Information, Click ‘Edit’ and then ‘MyLFC’ and ensure all your personal details match and are correct in these two sections.

If you still have a problem then please contact us.

The discount will not be awarded post order if you have not entered the information correctly. The discount cannot be passed between different accounts and the discount is applicable to the Membership account holder only.

Please note that sale items are excluded and 10% Membership discount cannot be used in conjunction with any other offer or discount.

See the full terms and conditions

5. Will I be charged customs and import charges?

If you are placing an international order you may be charged customs and import duty depending on the products purchased and the destination country.

Customers in the EU should not be charged any import or customs duty.

Liverpool FC cannot be responsible for any charged customs or import duties and they are the responsibility of the recipient. Liverpool FC cannot provide any indication of these charges.

If you have specific customs questions please contact your local customs and excise ministry or department.

6. How can I track my order?

You will receive an order progress update e-mail from our Distribution Centre once your order has been processed with track and trace information. Once this email is generated the order status online will be changed to dispatched which means the order is ready for collection by the courier. Once the order is scanned by the courier upon collection then the courier’s website will be updated with the tracking information. To track your order click on the relevant courier on your order progress update email and enter the required information.

We aim to ship all normal orders between 3 and 5 working days.
Express UK delivery is normally made by DPD
Standard UK delivery is normally made by Hermes

Northern Ireland / Ireland delivery is normally made by Nightline
International delivery is normally made by DHL Express - (Click Here for Customs Information)

7. What is UK Express and Standard Delivery?

UK Express Delivery - is charged at £5.95 and orders placed before mid-day are shipped for delivery the next working day.

Express Delivery orders are usually shipped via DPD or Hermes 24hr Service. The service is fully tracked and you will normally be given a one hour delivery window for the day of delivery. The delivery will require a signature and it may be taken to a local depot if a signatory is not available. We cannot guarantee customer delivery messages will be adhered to by DPD delivery drivers. Please note that UK Saturday delivery will be issued by Hermes Next Day Service.

UK Express Delivery may take up to 2 working days in parts of Scotland, N.Ireland, Isle of Man, Channel Islands & other UK off-shore locations. Bank Holidays may also impact delivery timings.

UK Standard Delivery - is charged at £3.95 and we aim to ship orders in 3 to 5 working days with the average order lead time of 7 working days.

All UK Standard Delivery orders under the value of £150 will be shipped via Hermes 48 hour Service.

All Northern Ireland Delivery orders under the value of £150 will be shipped via Nightline 48 hour Service. The standard service does not require a signature and may be left in a safe place by the driver or with a neighbour.  All Standard Delivery orders over the value of £150 will be shipped via DPD 24hr Service. This service is fully tracked and you will normally be given a one hour delivery window for the day of delivery. The delivery will require a signature and it may be taken to a local depot if a signatory is not available. We cannot guarantee customer delivery messages will be adhered to by Hermes or DPD delivery drivers..

8. Can I amend or cancel an order?

Please ensure you have checked your order and delivery details before you place your order.

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

There is a chance your order can be cancelled or amended if you contact us within 10 minutes of ordering by contacting us on 0151 907 9500.

Our opening hours are 9am-5pm GMT Monday - Friday & 9am-1pm GMT on Saturday's.

Pre-Orders cannot be amended once placed up until it has been despatched.

If you were unable to cancel or amend the order, you can return unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.

9. What if my item is faulty/damaged?

<p>If you have received an item that is faulty, damaged or incorrect then we apologise for this. If you can please contact us with your order number and/or sales ID, and attach a photo showing the issue, we can then advise on how we can resolve this for you.</p>

10. Can I amend or cancel a pre-order?

All pre-orders (including 2017/18 kit orders) cannot be amended due to the large volume of orders.

We are also unable to split any orders that include pre-order items.  If you wish to return the item for a full refund or exchange when you receive it, please refer to our returns policy which can be found on our website https://store.liverpoolfc.com/returns

Please note that customised player/personalised Liverpool shirts or items cannot be exchanged or refunded.

11. Upgrade to a modern browser for the optimum performance on the new responsive online store.

The LFC online store is fully responsive which means it works across multiple devices and browsers.

Liverpool Football Club recommends you use an up to date browser for the optimum experience on the new online store.

If you are using Windows XP, some features may not work correctly. We would recommend you install Google Chrome or Firefox as Internet Explorer 8 is no longer supported by Microsoft and it is not possible to upgrade to the latest version on Windows XP. 

The website has also been tested across the following browsers:

Windows:

  • Google Chrome
  • Internet Explorer 9+
  • Safari 5.0 +
  • Firefox 7.0 + 
  • Opera 10.0 +

Mac OS:

  • Google Chrome
  • Safari 5.0 +
  • Firefox 7.0 +
  • Opera 10.0
12. Where can I find out more about the Western Union patch?

From the start of the 2017-18 season all Liverpool FC shirts will carry the Western Union sleeve sponsor patch for all EPL & Cup games. Information about the patch can be found on the Western Union Patch page.