Please check to see if any of your questions have been answered below; if your question has not been answered please email direct support at:

Directsupport@stokecityfc.com

How do I register on SCFC direct?
If you are a new customer you will need to select ‘login/register’ and complete the member registration details, you will then receive your customer number and password shortly after. If you already have a customer number you can activate your account from the member activation section, once you have completed the requested fields you will receive your password. Once you have received your customer number and password you will be able to login, we strongly recommend that you then change your password.

When will I receive my password for SCFC direct?
If you are a new customer you will need to complete the member registration details, you will then receive your customer number and password shortly after. If you already have a customer number you can activate your account from the member activation section, once you have completed the requested fields you will receive your password.

When can I begin purchasing through SCFC direct?
You are able to begin purchasing once you have been sent confirmation of your customer number and password.

Can I change my password?
We recommend that once you have received your customer number and password you login and then select the option of changing your password. This can be done by selecting change password from the ‘my account section’.

What should I do if I have lost my password or customer number?
You will need to select ‘login/register’ and then select ‘forgotten password?’ You will then need to fill in the requested fields and you will then receive your login details shortly.

How much does postage cost?
Postage is priced at £5.00 UK Special delivery, £10 EU Special delivery and £20 for rest of the world Special delivery.

How many days should I allow for postage?
For UK orders please allow up to 14 days for your goods to arrive. For orders outside the UK, these will be processes within a maximum of 14 days but the exact delivery time is dependent upon the individual service to your region. The exception to this is jewellery. Please allow 28 days for any jewellery orders.

Have paid for next day delivery but I am yet to receive my delivery?
Have you allowed 14 days for delivery? When your order has been processed, all orders are dispatched by Special Delivery(1-3 working days) using our courier service HDNL(Home Delivery Network Ltd). 14 days must be allowed for processing with the exception of jewellery. Please allow 28 days for jewellery orders

What will happen if no one is in when my parcel is delivered?
HDNL will attempt to get a signature when delivering. However, in the event of there being no reply from the delivery address, HDNL will either post it through the letterbox or leave it in a secure location. Should it not be safe to leave the parcel, they will post a calling card and you will need to contact them to arrange a redelivery.

Can I return an item I have purchased?
If you are not completely happy with our goods or service you have the right to return your order within 28 days of receipt of your product. Under these circumstances you must return the product to us in good condition unless the item you have received is faulty. Videos, DVD's, Books, Jewellery and personalised items cannot be returned unsealed unless faulty.

How do I return an item?
Send your product back to Stoke City Football club Retail, Britannia Stadium, Stanley Matthews Way, Stoke-on-Trent, ST4 4EG. Please include a covering note with all relevant details and contact details.

If I return an item do I get a refund on my postage costs?
If you receive incorrect or damaged goods you will be required to send the goods back to Stoke City Football Club Retail, Britannia Stadium, Stanley Matthews Way, Stoke-on-Trent, ST4 4EG. You will then be refunded for the cost of postage to return the item to us; your replacement goods will be posted out to you special delivery free of charge. If your item is an incorrect size and you wish to replace it you will be required to pay another £5.00 postage.

Can i return an item that has been personalised?
If you have personalised an item (name and number print or sleeve badges) you will not be able to have a refund on your goods.

When purchasing names, numbers or sleeve badges do they have to be applied in store or can I apply them at home myself?
The official letters, numbers and sleeve badges require extreme levels of heat and pressure to be correctly applied and therefore must be applied using the in store printing machines. They cannot be applied at home.

want a name and number but I’m not sure what to have. Do the names and numbers have to be applied at the time of purchase?
Names, numbers and sleeve badges can be applied at any time after purchase. The condition for this is that the shirt must be unworn or freshly washed. Letters, numbers or sleeve badges cannot be applied if the shirt has been worn since it’s last wash.

What are the opening hours of the club shop?

Opening hours will vary on certain days, such as Bank holidays and match days.
If you require any further information please contact the Club shop on: 0871663 2008

Who do I contact if I have a query regarding my order?
Please e-mail scfcshop@stokecityfc.com or Call 0871663 2008

How do I get a season ticket?
Season tickets can be bought from either; The Britannia Stadium Ticket Office, online from SCFC direct or by contacting the Ticket Office on: 0871663 2007.

How many days in advance can I get a match ticket?
Match day ticket will be available to purchase Approximately 35 days prior to each match, subject to change.

Can I book tickets in advance as a present for someone?
You will be able to purchase match day tickets 35 days prior to each match, subject to change.

Do I need an away card for away matches?
At present Stoke City Football Club operates a policy whereby everyone who wishes to attend away games will need to have an away card. This rule also applies to children of all ages. Away cards are priced at: Adults £10.00, Over 65 £5.00 and Under 17’s are free.

How can I get an away card?
You can apply for an away card by either coming to the Britannia Stadium to collect an away card application form or by downloading one from the official Stoke City FC website. Once you have completed the form you can either bring it down to the Britannia stadium or post it to: Stoke City Football Club Ticket office, Britannia Stadium, Stanley Matthews way, Stoke-on-Trent, ST4 4EG.

How long should it be before receive my away card?
Away cards may take up to 6 weeks to arrive to your address.

What are the Ticket Office opening hours?
The ticket office is open Monday to Friday, 9am-5.30pm and Saturdays 9am-2pm. If you require any further information please contact the Ticket Office on: 0871663 2007