Frequently Asked Questions

Delivery Timing & Charges

DELIVERIES ARE CURRENTLY TAKING LONGER DUE TO REDUCED STAFFING LEVELS.  PLEASE ALLOW LONGER FOR YOUR ORDER TO ARRIVE. WE APOLOGISE FOR ANY INCONVENIENCE CAUSED.

At Queens Park Rangers, we are proud to offer a fast, efficient and hassle-free delivery service. Choose which items you want to buy, decide where you'd like them sent and we'll take care of everything, making sure your items are carefully packaged and arrive as quickly as possible.

And because you can store any number of different addresses in your account page, your package can be delivered to wherever is most convenient for you - so don't forget to decide whether you'd like your items delivered to your home or work address.

All deliveries will be made within the following guidelines:

The UK delivery charges are as follows:

 - Tracked Service (usually 3-5 days, allow extra during these current times):  £4.00

 - Express Service* (1-2 days - not currently available): £6.00

The International delivery charges are as follows:

 - Europe (usually 7-10 days, allow extra during these current times):  £17.50

 - Rest of the World (usually 7-14 days, allow extra during these current times):  £20.00

*Assured if ordered before 1pm, otherwise order follows onto next day.  Orders placed on Friday before 1pm will aim to be delivered by Tuesday.  Please note, express service cannot be offered on personalised shirts.

Deliveries are made Monday to Friday. Orders placed on Saturday, Sunday and after 1pm on a Friday will be processed on the Monday (excluding Bank Holidays). Some deliveries are made by Royal Mail and may require collection from your nearest post office if unable to deliver. 

Every effort is made to adhere to the above delivery times, howevert these are guidelines only and are not guaranteed by Royal Mail or any other courier company.

Please note that for security reasons, overseas orders and orders of a large value may be subjected to additional bank security checks and the dispatch of orders may therefore be delayed. 

Payment Options

Once you've browsed our online superstore and decided which items you want to buy, you can choose from a range of credit and debit card payment options to suit you.

We accept Visa, Visa Debit, Mastercard and Maestro.

You can also pay using your QPR Cash if you are a current season ticket holder or member and have linked your accounts.  Please note, you will need to spend something on a credit card or debit card to complete the transaction.  QPR Cash is NOT reedemable on any of our partner sites.

Refunds and Exchange

We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with the below:

3 options for returning items purchased online in the UK in order to receive a refund or exchange:

1. FREE RETURNS to the Online Superstore within 28 days from the receipt of goods for an exchange or refund.  

    ROYAL MAIL : For Royal Mail returns, visit www.royalmail.com/track-my-return/create/4052. If you do not have a printer, simply take your QR code to the Post Office and they will print a label for you.  

    COLLECT+ : For Collect+ returns, visit www.qpr.uk/returns and fill in the information online.

2. BY POST to the Stadium Superstore within 28 days from the receipt of goods for an exchange or refund.  If sending to the Stadium Superstore, postage will need to be covered by the customer unless the item is faulty.

3. VISIT the Stadium Superstore in person within 28 days from the receipt of goods for an exchange or refund.

International returns postage will need to be covered by the customer.

REFUNDS 

We aim to process refunds within 5 working days. The length of time it takes for the funds to appear in your account will depend on your payment provider.

If you have any questions, please contact us.

GUIDELINES

 - If you need to return your QPR products, please do remember that you have a legal obligation to take reasonable care of the products while you have them.

 - You can open the packaging to look at and try on the products as you would in our store. Keep and include the original packaging with your return.

 - You mustn’t try on the products wearing strong perfume/aftershave/deodorant, make-up or in the vicinity of smoke which may leave scent or marks on the products.

 - Tags should not be removed from any item.

 - Return all parcels with the completed returns note/proof of purchase and ensure items are properly packaged and therefore cannot be damaged in transit.

 - Underwear is returnable as long as unworn.

 - Face masks are non-refundable,

  - For combination purchases/ multibuys you must return any 'free' items back to us to process a refund.

This returns policy does not affect your statutory rights in respect of defective products.

FAULTY/DAMAGED GOODS

We're sorry that one of our products has become faulty or you are unhappy with the quality and we'd like to help you resolve the problem as quickly as possible.

Please return the item either to our QPR Superstore or by post to the Online Superstore. We will look into your query as soon as possible.

If returning by post please note your reason on the returns form.

This returns policy does not affect your statutory rights.

Replica Kit and Shirt Personalisation

Customers should be aware that sizing may vary from previous replica kits. Please ensure you obtain the correct size before printing as we are unable to exchange or refund after letters and/or numbers have been applied to personalise your item.

QPR Holdings Ltd cannot accept liability for any changes to players names and numbers due to transfers or a player deciding to change number. 

Please ensure you have correctly spelt the name and the entered the correct number you wish to have printed as we cannot be accountable for spelling errors made by the customer.

Please note, we cannot offer our next day delivery service on personalised shirts. 

QPR Holdings Ltd reserves the right to refuse to print shirts that we deem offensive or abusive. A member of customer services will contact you to discuss your choice and, if necessary, request an alternative. Please note this may delay delivery of your shirt. 

Stock Availability

We make every effort to ensure that all items shown on our online store are available but occasionally items will be temporarily out of stock or have sold out earlier than planned. All merchandise on the online store is subject to availability.

You can now recycle your old electricals with us 

If you’re buying a new electrical item, we will recycle your old one for free.  Unwanted electrical equipment is the UKs fastest growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

We are pleased to offer our customers the chance to recycle their old electrical items.

Please send your items back to the following address:

Ultra Sport Europe, Carnival Way, Castle Donnington, DE74 2HP

Please note that the postage is the responsibility of the customer. 

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.

Find more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com