Frequently Asked Questions

General Information

Starting July 1, 2020, a new retail operator will take over the Real Madrid Official Online Store.

Order Fulfillment

All Europe, Middle East and Africa deliveries will be serviced by our fulfillment team in Madrid, Spain.

All Australia, New Zealand and Asia Pacific deliveries will be serviced by our fulfillment team in Melbourne, Australia.

All North America, Central and South America deliveries will be serviced by our fulfillment team in Indianapolis, Indiana.

Our response to COVID-19

All facilities have full health and safety guidelines and protocols in place to ensure the safety of all team members and we have established partnerships with worldwide shipping companies to do our best to uphold health and safety regulations. All team members have gone through training and are required to wear masks and gloves while working and each team member is abiding to social distancing guidelines provided by the CDC, Center for Disease Control and Prevention. Our team members health and safety are our number one priority. As a precautionary measure to ensure the health and safety of our employees and community, our team have created a full back of house and front of house recovery process to service our in-store and online customers.

Real Madrid Online Store's White Friday's & Cyber Monday Terms and Conditions

The Real Madrid Online Store's Early White Friday offers are only valid for Real Madrid C.F. Socios and Madridistas from 20th November (12:00 am CET) – 24th November (11:59 pm CET) inclusive on shop.realmadrid.com. General access to White Friday is valid from 25th November (12:00 am CET) – 29th November (11:59 pm CET). Cyber Monday is valid from 30th November (12:00 am CET) – 1st December (11:59 pm CET) inclusive on https://us.shop.realmadrid.com/ globally.

The offer is valid sitewide for full-price and sales products, with eligible items displayed on https://us.shop.realmadrid.com/

Full-priced items will receive 30% off the displayed price, while sale items will receive an extra 30% off the current markdown price. While supplies last. This discount will be on top of the automatic 15% discount offered to Socios/Madridistas in all their purchases at any time.

During the Real Madrid Online Store's Early White Friday promotion for Socios and Madridistas – 20th November (12.00 am CET) – 24th November (11.59 pm CET), the discount will be applied automatically at checkout on the valid items in your order. Promotions cannot be combined with other promotions (i.e. Birthday).

During the Real Madrid Online Store's White Friday promotion for all fanDuring the Real Madrid Online Store's White Friday promotion for all fans including Socios and Madridistas from 25th November (12:00 am CET) – 1st December (11:59 pm CET) – and Cyber Monday – 30th November (12:00 am CET) – 1st December (11:59 pm CET), the discount will be applied automatically at checkout on the valid items in your order. Promotions cannot be combined with other promotions (i.e. Birthday).

The usual delivery timeframes may be affected due to major events and activities, government restrictions and/or the increase in the amount of orders for shipment. We appreciate your understanding.

For any questions regarding your purchases, please contact customerservices@shop.realmadrid.com.

Please see the Terms and Conditions for the Online Store of REAL MADRID C.F. for our full terms of service.

How can I contact Customer Services?

Real Madrid Official Store Customer Service is available to handle your inquiries via telephone, email and online chat 24/7 in Spanish and English. 

Please contact us via telephone at

  • Spain: +34 919 49 21 86
  • Belgium: +32 28 08 88 20
  • USA: 1 (888) 524-9727
  • Canada: 1 (778) 557-8752
  • Mexico: +52 55 53 50 28 13
  • Brazil: +55 623 14 22 941
  • Australia: +61 279 08 22 20
  • New Zealand: +64 99 85 35 14

Email inquiries can be submitted via

customerservices@shop.realmadrid.com

We look forward to serving you and providing a safe and excellent customer service experience.

How can I place an order?

Purchasing Real Madrid merchandise with us is designed to be simple, quick and secure. Before you order, please ensure that:

  1. You have ordered the correct size for the product (if applicable)
  2. You are aware of the expected delivery dates for the product
  3. The desired quantity is correct
  4. You have read the Terms and Conditions

When you are ready to complete your purchase, simply click the 'Add to Bag' button on the product detail page and then click the 'Checkout' button on the checkout page.

New Customers

If you are a new customer, then you will be taken through the order form in which you will be prompted to enter information such as your delivery address and name and your payment details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.

Existing Customers – If you are an existing Customer then you will be asked to log in, if you have not done so already. If none of your details have changed then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.

Madridistas

If you are an existing Madridista member, you will be able to log in using your member number. You will be able to update your customer details or if none of your details have changed, then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation email which will have your order details and confirm that your order is being processed. Remember that you have an automatic 15% discount for being a Madridista member. In order to obtain this discount, you will have to log in using your Madridista membership details.

Socios

If you are an existing Socio member, you will be able to log in using your member number. You will be able to update your customer details or if none of your details have changed, then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation email which will have your order details and confirm that your order is being processed. Remember that you have an automatic 15% discount for being a Socio member. In order to obtain this discount, you will have to log in using your Socio membership details.

Please note that the order process of the Real Madrid Official Online Store at shop.realmadrid.com is a secure connection. Complete all the details required on this page carefully, ensuring that all the fields are completed fully. Then click the purchase button. Your order will then be confirmed, and then delivered.

PPlease note that guests will have the opportunity to review and confirm your order, including delivery address, payment method and product details. You will be sent a notice when your order is accepted. At such time, the contract for sale will be made and become binding. An email confirmation will be sent as soon as your order has been submitted and is being processed. Once order has been fully processed, a shipping email will be sent notifying you when your order will arrive.

How do I know what size to order?

Please check the size charts that you can find next to the "Select Size" section when clicking on a specific product. You can also find information about apparel fit and product dimensions in the "Product details" section underneath each item.

Should you have any further questions, then please contact our customer service department by either phone or email.

Phone:

  • Spain: +34 919 49 21 86
  • Belgium: +32 28 08 88 20
  • USA: 1 (888) 524-9727
  • Canada: 1 (778) 557-8752
  • Mexico: +52 55 53 50 28 13
  • Brazil: +55 623 14 22 941
  • Australia: +61 279 08 22 20
  • New Zealand: +64 99 85 35 14

Email:

customerservices@shop.realmadrid.com

How can I track my order?

We will send tracking information to you via email when your order has shipped. Please use this tracking number. Should you have any issues, then please contact our customer service department by either phone or email.

Phone:

  • Spain: +34 919 49 21 86
  • Belgium: +32 28 08 88 20
  • USA: 1 (888) 524-9727
  • Canada: 1 (778) 557-8752
  • Mexico: +52 55 53 50 28 13
  • Brazil: +55 623 14 22 941
  • Australia: +61 279 08 22 20
  • New Zealand: +64 99 85 35 14

Email:

customerservices@shop.realmadrid.com

Can I have items sent to someone as a gift?

We can ship to an alternative address to that of your billing address. Please note, however, that we always include the order details in the parcel that displays the amount paid for the order. Likewise, please remember that we do not accept exchanges at this time, and that the returns policy applies to regular and gift orders alike. We do not offer a gift-wrapping service at this time.

Can I place my order over the phone?

Due to GDPR and general consumer data privacy and security, we cannot process orders over the phone.

Can I come and collect an order?

At this time, this service is not available.

You can visit Real Madrid's official retail stores at:

  • SANTIAGO BERNABÉU Stadium Store, – Avenida Concha Espina, 1.
  • EL CARMEN Calle del Carmen, 3, 28013
  • GRAN VÍA Madrid – Calle Gran Vía, 31, 28013
  • ARENAL Calle Arenal, 6, 28013
My order has not arrived. Can you help?

Please remember that Personalised items can take 5 to 7 days to produce, regardless of the chosen shipping option. For this reason, if your order has at least 1 Personalised item, your item will be delivered within at least 10 days after the order date. If you have tracked your order and it has not arrived by the date specified, or you have an issue with a shipment, please contact our Customer Service department by either phone, chat or email. We will endeavor to resolve the issue for you as quickly as possible.

Phone: 

  • Spain: +34 919 49 21 86
  • Belgium: +32 28 08 88 20
  • USA: 1 (888) 524-9727
  • Canada: 1 (778) 557-8752
  • Mexico: +52 55 53 50 28 13
  • Brazil: +55 623 14 22 941
  • Australia: +61 279 08 22 20
  • New Zealand: +64 99 85 35 14

Email:

customerservices@shop.realmadrid.com

What is the returns policy?

You can return your goods if they are in new and unused condition with all original packaging and labels, together with your proof or purchase, within 30 calendar days of your receipt of the order.

We reserve the right not to accept returns for Personalised items. Please see the Personalised Goods and other Exclusions section below.

If you are exercising your right to change your mind, you will have to return the items at your own cost. In these cases, you must bear all costs, including any customs or duties charges where applicable, associated with returning the goods to us.

We cannot accept responsibility for returned goods if they are lost in transit and it is your responsibility to obtain Proof of Posting Certificate or have adequately insured the goods using a Recorded or Special delivery service for returning your goods.

If you have received a faulty item, please contact Customer Service for postage labels to return your goods. For selected countries, we are unable to provide you with a return label. In these cases, the Customer Service team will inform you about the returns process to be followed. When returning a faulty item, you will have to include a cover letter indicating the fault and requesting either a refund or a replacement of the faulty item.

Please remember, that once your items have reached our warehouses, it will take up to 14 working days to process the return. After this, you will be refunded for the cost of the returned item, which can take up to 14 working days to appear on your bank statement.

Personalised Goods and other Exclusions

We reserve the right not to refund any items which have been Personalised. This applies to any product that is modified from its original form either by the addition of other products, additional features, or design and that has been specifically requested by the customer.

A replica printed shirt is classed as Personalised whether the name is a player or a Personalised name being applied. It is also classified as Personalised if only numbers or badges are applied to the garment or a mixture of these items.

Additionally, we will not be liable for any changes to:

  • Players' names and/or numbers due to transfers, including when a player leaves Real Madrid FC
  • A personalised name or number being incorrectly selected at the time of order
  • A player's decision to change the number or name printed on a matchday shirt
  • Players' names and/or numbers worn between the pre-season and the season proper. (Please note that numbers worn by players during pre-season are not confirmed squad numbers for the season proper.)

Most jewelry items can be returned; however, we do not accept returns on earrings (unless faulty) for hygiene reasons or if the original packaging has been opened.

Face masks cannot be returned.

How long do I have to return my item?

You have 30 days from receipt of the goods to return your item to us as along as it confirms to our returns policy.

Can I return an item for an exchange ?

Unfortunately, we do not accept exchanges at this time.

What do I do if I receive a faulty item ?

If a product you have purchased from us is not of a satisfactory quality, or you consider it to be faulty, please contact Customer Services by email or phone call and you will be advised how to return it to us. The item needs to be returned with the original packaging and labels, your proof or purchase and a cover letter stating the fault and the request for a refund/replacement. Please note that replacements will be subject to stock availability.

Once your item arrives to the warehouse, we reserve the right to send products away for independent testing on the suspected fault, this can take up to 14 working days.

If the product is deemed by us to be faulty, we will send you a replacement or refund to you the cost of the product and the standard delivery charge. The refund can take up to 14 working days to show on your bank statement, and it will be paid in accordance with the Refunds section of our terms and conditions. Please note that you will not be refunded for the standard delivery charge if you keep at least one of the items from the original order.

My order has been cancelled

If your order has been cancelled, refunds can take up to 14 working days to appear on your bank statement. Please wait until this time has passed and if your refund is still not showing in your bank account, please contact Customer Services by email or phone.

Can I cancel or change my order once I have placed it?

Once you have placed your order and received the email confirmation from us, your order cannot be cancelled or modified.

Shipping Updates for Guaranteed Christmas Delivery 2020

Please note below the final order dates to guarantee your order will be delivered to you in time for Christmas, if not impacted further by any COVID-19 circumstances.

EU Countries

Non-Personalised Orders – last order date is 15 December 2020

Personalised Orders – last order date is 11 December 2020

North America (US/Canada/Mexico)

All orders including standard and express services – last order date is 4 December 2020

Australia

Standard Orders – last order date is 4 December 2020

Express Orders – last order date is 11 December 2020

Asia

All orders including standard and express services – last order date is 20 November 2020

New Zealand

All orders including standard and express services – last order date is 24 November 2020

What is the definition of "working days"?

A working day is Monday to Friday excluding bank and national day holidays.