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FAQ

Stock and Availability

What happens if an item is out of stock?
I’ve ordered multiple items with different stock availability. When will these be delivered?


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 have 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?
Can I place an order over the phone?
How do I use search?
Why are the colours of my goods slightly different to the pictures on the site?
Do you have sizing charts?


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 Olympic Marseille Store 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 Olympic Marseille Store 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) 330 333 9096

Available between:
Monday to Friday – 8am - 8pm (GMT)
Saturday and Sunday – 10am - 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?

The Olympic Marseille Store 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

STANDARD DELIVERY EUROPE

  • Personalised Products Monday 16th December 11pm.
  • Non-Personalised product France: 16th December, Spain: 14th December, Ireland: 16th December, Germany: 16th December, Netherlands; 16th December, Belgium: 16th December Rest of the Europe: 9th December.

EXPRESS DELIVERY EUROPE

  • Personalised Products France: 18th December, Spain: 18th December, Ireland: 18th December, Germany: 18th December, Netherlands; 18th December, Belgium: 18th December. Rest of the Europe: 17th December.
  • Non-Personalised product France: 19th December, Spain: 19th December, Ireland: 19th December, Germany: 19th December, Netherlands; 18th December, Belgium: 19th December. Rest of the Europe: 12th December.
What are the UK delivery options and costs?
What are the overseas delivery options and costs?
I need my goods to be delivered outside the UK. Are there any other charges?
Do you deliver to British Forces Post Office (BFPO)?
Are all goods despatched on the day I order?
How long will my delivery take?
How can I track my order?
How can I tell which carrier has been used?
What will happen if no one is in when my parcel is delivered?
Can I tell you where to leave the parcel?
What should I do if my order doesn''''t arrive?



IMPORTANT: If you are ordering for delivery pre-Christmas 2017 please ensure you order by the dates shown below. If you are ordering ANY item that features custom printing such as a player printed shirt, please remove 3 days from the dates below to allow for the personalisation process to be completed.


What are the UK delivery options and costs?

Please note: Northern Ireland is excluded - the delivery cost will be confirmed before the payment process is completed.

Orders over £80 UK Standard Delivery FREE

  • Please allow up to 2 working days from the time the goods leave our warehouse (you will receive an email or text from us once your order has left the warehouse)
  • We will select an appropriate carrier to deliver your order for free (depending on the weight and volume of your order and your delivery address)

UK Standard Delivery £4.95

  • Please allow up to 2 working days from the time the goods leave our warehouse (you will receive an email or text from us once your order has left the warehouse)
  • This option does not guarantee delivery on a specific date
  • Goods will be left in a safe location.
  • Please allow at least 6 working days for delivery of your order, before contacting our Customer Services team

UK Express Delivery* £5.95

  • Please allow 1 working day from the time the goods leave our warehouse (you will receive an email or text from us once your order has left the warehouse)
  • For same day despatch, you need to place your order before 8pm UK Time (this applies to UK Mainland only)
  • We will select an appropriate carrier to deliver your order (depending on the weight and volume of your order)
  • Goods will be left in a safe location.
  • Please allow at least 4 working days for delivery of your order, before contacting our Customer Services team.

Please note if your order exceeds £199.00 in value our courier will require a signature.

If your parcel is sent by Royal Mail International, please allow 17 working days before contacting customer services. After the 17 working day period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

*We do not offer guaranteed delivery on Saturdays, Sundays, Bank Holidays, Christmas Day, Boxing Day and New Year''''s Day.

Parcels sent by Royal Maill
If your parcel is sent by Royal Mail, please allow 15 working days for delivery of your order, before contacting our Customer Services team. After the 15 working days period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

Delivering to PO Boxes
We do not ship to PO Box addresses.


What are the overseas delivery options and costs?

Standard Delivery International Cost dependent on the weight and volume of your order

  • For this delivery option to be available, your order must be below a certain weight and volume (this is will be calculated automatically)
  • Please allow 3 - 10 working days from the time the goods leave our warehouse (you will receive an email or text from us once your order has left the warehouse)
  • This is an economical international service, which has a longer transit time
  • This service does not guarantee a specific delivery date
  • This option is available worldwide, with certain restrictions

If this delivery option is not offered to you
If you are not offered the Standard Delivery International option then your products have exceeded the weight, volume or order value limits and you will therefore be offered appropriate alternatives.

Express Delivery International Cost dependent on the weight and volume of your order

  • Please allow 1 - 4 working days from the time the goods leave our warehouse (you will receive an email or text from us once your order has left the warehouse)
  • Some more remote addresses may incur longer transit times
  • This is a fully traceable delivery service

Additional charges for overseas delivery
Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Non-Shippable Addresses
For contractual reasons we are unable to deliver to certain locations around the world. If your country is not listed when you are entering a delivery or billing address, then we will not be able to accept your order to deliver to that address.


I need my goods to be delivered outside the UK. Are there any other charges?

Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; our advice would be to contact your local customs office for further information.


Do you deliver to British Forces Post Office (BFPO)?

Yes.


Are all goods despatched on the day I order?

We try to get all our orders despatched on the day of order. However, 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 according to the time/date specified on the website.
  • Credit/debit card checks - Sometimes we may need to make additional checks on your credit card which might delay your order. This could result in a delay an order for up to 36 hours. If this occurs we will inform you by email.
  • Shirt printing - Shirts requiring personalisation (for example with additional name, numbering and badges added) may take an extra 3 days before they are ready to be despatched.
  • Items marked ''''Available Within'''' - Occasionally if a particular product 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"
  • Orders with different stock availability If you have selected multiple items with different availability times then we will despatch your order when all items are ready.

How long will my delivery take?

This will depend on the delivery option you selected during the checkout process.

  • UK Standard Delivery allow up to 2 working days from the time the goods leave our warehouse
  • UK Express Delivery allow 1 working days from the time the goods leave our warehouse (you will receive an email or text from us once your order has left the warehouse). For same day despatch, you need to place your order before 8pm UK Time (this applies to UK mainland only)
  • Standard Delivery International allow 3 - 10 working days from the time the goods leave our warehouse
  • Express Delivery International allow 1 - 4 working days from the time the goods leave our warehouse

In all the options shown above, you will receive an email from us once your order has left the warehouse.

Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above, then please contact our Customer Services team who will be happy to assist you.


How can I track my order?

Having a profile with us means that you can track your orders. However, we can only track orders that have been sent via the following carriers:

  • UPS (United Parcel Services)
  • DPD (Dynamic Parcel Distribution)
  • HDNL (Home Delivery Network Limited)

Unfortunately, Royal Mail parcels cannot be tracked.

The carrier used is carefully chosen depending on the size and destination of your order.

To track your order, complete the following steps:

  1. Click on ''''Your Profile'''' at the top of the screen
  2. Log in with your email/member number and password
  3. Click on the ''''Where''''s my Stuff?'''' link

Orders sent via UPS

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the UPS site where you can track your order

Orders sent via DPD

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the DPD site where you can track your order

Orders sent via HDNL

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the HDNL site where you can track your order

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.


What will happen if no one is in when my parcel is delivered?

This will depend on which carrier is selected to deliver your parcel.


Can I tell you where to leave the parcel?

At the checkout stage of the order process you will be offered the ''''Leave Safe'''' delivery option. If for any reason you may be out when your delivery arrives then you can leave a special instruction using options from the drop down list such as leave with neighbour or leave securely at the back of the house.

Remember deliveries are less safe this way. They are your responsibility and neither this store nor our carrier can be held liable if the item is stolen.

Please note - carriers have different policies when no one is in when the parcel is delivered.

Delivering to PO Boxes
We do not deliver to PO Box addresses.


What should I do if my order doesn''''t arrive?

Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above (see ''''How long will my delivery take?''''), then please contact our Customer Services team who will be happy to assist.

Parcels sent by Royal Mail
If your parcel is sent by Royal Mail, please allow 15 working days for delivery of your order before contacting the Customer Services team. After the 15 working days period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

Undelivered Items – we aim to deliver all of our orders and keep failed deliveries to a minimum. If we do fail to deliver any order to you, please report this to us no later than 30 days from the date on which the order was taken by us. We will not accept responsibility for any undelivered orders which are reported to us later than 30 days after the date on which the order was taken by us.

Payments

Which credit/debit cards do you accept?
Which currencies are payments accepted in?
How do I change the currency on the site?
Where can I find my credit/debit card security number?
How long does it take for the transaction to go through?
Can I change my order?
When will my credit/debit card be charged?


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

Olympic Marseille Store 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?
How can I tell if the Olympic Marseille Store site is a secure one?
What else can I do to ensure my details remain safe?
How is my data protected?
Who are VeriSign?
What is encryption and how does it work?
Do you check for fraudulent credit/debit cards?
Where can I find my credit/debit card security number?
Who are Datacash and what do they do?
What legal protection do I have?


Is placing an order secure?

When you order anything from the Olympic Marseille Store 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 the Olympic Marseille Store as safe as possible.


How can I tell if the Olympic Marseille Store 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 sites 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'?
Do I need to create a profile?
How do I update my personal information?
What should I do if I forget my password?
How can I track my order?
How can I tell which carrier has been used?
How do I remove my 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 the Olympique de Marseille store, 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 track my order?

Having a profile with us means that you can track your orders. However, we can only track orders that have been sent via the following carriers:

  • UPS (United Parcel Services)
  • DPD (Dynamic Parcel Distribution)
  • HDNL (Home Delivery Network Limited)

Unfortunately, Royal Mail parcels cannot be tracked.

The carrier used is carefully chosen depending on the size and destination of your order.

To track your order, complete the following steps:

  1. Click on 'Your Profile' at the top of the screen
  2. Log in with your email/member number and password
  3. Click on the 'Where's my Stuff?' link

Orders sent via UPS

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the UPS site where you can track your order

Orders sent via DPD

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the DPD site where you can track your order

Orders sent via HDNL

  • Click the consignment number/parcel number/account number link to track your order
  • You will be taken to the DPD site where you can track your order

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:

Olympique de Marseille Store
c/o Fanatics
Greengate
Manchester
England
M24 1FD

Gift Vouchers & Promotions

From time to time we give out gift certificates to all our registered users. If you would like to register with Olympic Marseille Storethen click here.

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