FAQ Fan Shop

• It is not possible to make any changes to your order afterwards. You are welcome to return your order free of charge after receiving it.
• You can find all information on this under the section returns/complaints.

• Cancellation, as well as a partial cancellation, is generally not possible. You can return your order free of charge after receiving it.

• As a member, you will be given a discount on certain items. Already discounted items are excluded from this. In order to do receive this discount, your membership number must be linked to your customer account once. As soon as this has been done, the member prices will be displayed automatically. If you have any questions or need help regarding the discount, please contact our fan service (by telephone on 0800 - 743 1899 or by e-mail to info@eintrachtfrankfurt.de) or our member support (by telephone on 069-420970-0 or by e-mail to mitgliedschaft@eintracht-frankfurt.de).

• Promotional prices (sale, Black Friday, etc.) are only available during the specified promotional periods and cannot be charged retrospectively.

• The voucher can be redeemed in all official fan stores and in the official online fan store. It cannot be redeemed in partner fan stores or at other retailers.

• The voucher is valid for 3 years.

• Your order will be refunded via the originally selected payment method. If you have paid for your order with a voucher and return it, the respective amount will be credited to your redeemed voucher.

• You have the right to cancel the purchase contract without giving reasons within 60 days of receiving the voucher, if the purchase was made via our online-shop. Please note that the right of withdrawal and exchange does not apply to our fan stores.

• The current delivery time is displayed for the individual items.
• Shipping is carried out by DPD. International orders may be shipped with DHL. It is not possible to change the shipping service provider on request.

• Your order will be shipped by DPD. In addition to your private address, you can also enter a DPD (parcel) store as the delivery address.
• Delivery to a packing station (DHL/other providers) is not possible.

• As soon as your package has left our warehouse, you will receive a shipping confirmation email including a link to track your order. Please note that it may take some time for the information to be visible on the tracking page. If the tracking is not updated after several days, you are welcome to contact our fan service.

• It is not possible to change the delivery address at a later date. Please note that additional costs may be charged if the delivery address is incorrect.

Please check first whether your package has been left with neighbors or in the stairwell. In many cases, the parcel will turn up again after 1-2 days. If the parcel cannot be found, please contact our fan service so that we can start an investigation.

Products containing alcohol are only delivered to the customer with valid proof of age. We only ship alcohol within Germany via DPD ID-Check (express shipping with ID check and documentation). As soon as you have received the consignment number for your parcel, we would ask you to arrange a preferred delivery with DPD via the DPD website so that the age check can take place when your parcel is handed over. It is important to note that only the person on the label can accept the parcel. If the age check cannot be carried out, DPD will not be allowed to deliver the parcel.

• Complaints and returns are processed exclusively by our logistics provider.
• Returns can be handed in at any DPD store using the label provided by us https://my.dpd.de/shopfinder.aspx
• You will find the most important information on handling returns in your return documents.
• You can return your package completely and free of charge. Partial returns are also possible. When returning goods, please make sure that you only return the items listed on the delivery bill in one package. Otherwise it may take longer to allocate and refund your return.
• A direct exchange of a returned item or a size exchange is not possible. Defective items are excluded from this.
• The refund will be made via the payment method originally selected for the order.

• Your return documents will be displayed in your customer account under the respective order and sent to you by e-mail. Please make sure that you fill out the documents completely and correctly to ensure quick and easy processing.
• If you do not see the return documents in your customer account or have not received them by e-mail, please contact our customer service.

Broken goods

• If you have received broken items, for example: glasses, bembel, Christmas tree balls, etc., please send us a photo of the item to info@eintrachtfrankfurt.de. After checking the broken goods, we will arrange a subsequent delivery or a refund depending on the stock. Please do not return the item affected due to the risk of injury.

Jerseys

• Jerseys with player branding from the current squad can be returned/complained about by you. A size exchange is not possible.
• Jerseys with personal name branding are excluded from complaints and cannot be returned.

Faulty/defective articles

• Items that arrive defective or faulty can be returned/complained about by you.

Hygiene articles

• Hygiene articles with broken seals cannot be returned.
• Soiled and obviously worn items cannot be returned.

I bought an item on a match day and would like to make a complaint about it

• You can make a complaint about the item in a fan shop using the receipt. If this is not possible for you, you can send us an email to info@eintrachtfrankfurt.de with a photo of the receipt and the item so that we can check your complaint.

• You have the right to cancel the purchase contract within 60 days after receiving the goods without giving any reason.
• This also applies to the purchase of vouchers.

• You are welcome to contact our Fanservice regarding the availability of individual products in the fan shop. Please note that this information is subject to change, as stocks may vary daily.

• As soon as an item is back in stock in our warehouse, it will be available online.