How can I know who signed the item?
If an item is signed by one player, the name of the player will be included in the description.For items signed by multiple players, you can identify each player's signature by the shirt number they occasionally include.
Is it possible to choose the size of the signed item I redeemed?
Due to the unique and exclusive nature of these collectible items, selecting the size of the signed item you've redeemed is not an option.
What does it mean when a shirt is not match version?
When a shirt is described as "not match version," it refers to a replica jersey that differs in certain features from the official jerseys worn by players during matches.
Do I need to pay for shipping fees?
No, you won't need to cover any shipping fees for your redeemed item. We will take care of the shipping costs. Once the item is dispatched to the address you provided during redemption, please note that we won't be able to make any changes to the shipping address.
Will I be able to track my order?
After your selected item has been shipped, we will promptly provide you with a tracking number via email, allowing you to closely monitor its progress as it makes its way to you.
If I redeem multiple products, will I receive them all together?
If you redeem multiple products within a short period, we will try to bundle them together, depending on the item location. Once your products have been bundled, you will receive a tracking number to follow their progress.
What happens if an item I redeemed on Fan Rewards gets lost, stolen or damaged during shipping?
If an item you've redeemed is lost or gets damaged during transportation, we regret to inform you that we may not be able to replace it due to our limited supply. While we make every effort to ensure your rewards arrive safely, there are, unfortunately, occasional circumstances beyond our control. However, we will take the initiative to offer a full or partial refund of the Reward Points you've used to redeem the item.
Can I return an item or exchange it for something else?
Please note that all items are non-exchangeable, non-transferable, and non-refundable.
How do I know if I will be charged custom costs?
To help you make informed decisions, we encourage you to check the item description page, where you can find details about the item's shipping location.
What happens to the item I redeemed if I don’t pay the custom charges?
Please note that once the item you have redeemed has been sent, if you don’t pay the shipment due to local customs import duties and taxes, we will instruct the courier to dispose of the item. Consequently, we won’t be able to provide a replacement or issue a refund for the Reward Points used to redeem the item. We recommend reviewing any potential customs fees and duties before redeeming an item or accepting the shipment to avoid any inconvenience.
Can I change my shipping address after placing an order?
If your order has not yet been shipped, there is a possibility to change the shipping address. However, once the item has been shipped, we are unable to reroute the shipping to a different address. Therefore, it's crucial to ensure that the correct shipping address is entered before confirming the redemption.