FAQs about Jerseys

Which jerseys cannot be returned? Unfortunately, returns are not possible for player jerseys, name and number changes, or personalized jerseys. Delivery times for individually flocked jerseys may be extended.

Questions & Answers Here you’ll find an overview of the most frequently asked questions about ordering, payment, shipping, and returns in the BVB Online FanShop, along with many other topics. Click on each question to see the corresponding answer. To close the question, just click it again. Choose one of the following topics:

• Service

• Ordering

• Login/Registration

• Payment, Terms of Payment and Vouchers

• Shipping

• Returns

• Data Protection & Security

1. Service How can I reach customer service if I have further questions? We’ve listed the most important questions here for you. If you can’t find a suitable answer, please feel free to contact us directly. Contact Form We are always happy to receive your mails via [email protected] and always try to answer you as quickly as possible.

Where can I provide feedback or criticism about BVB service? We appreciate kind words but also take your critical suggestions seriously and strive to continuously improve.

2. Ordering How can I order in the BVB Online FanShop?

• Place the item you want in the desired size in the shopping cart by clicking the "Add to Cart" button. Then proceed to "Add to Card."

• In the next step, you can log in with your BVB login (email address and personal password), register anew, or continue the order as a "guest buyer" without registration.

• Now enter your billing and delivery address or check the data provided.

• You can then select the desired payment method from our available payment methods. You can also enter your voucher code here if necessary.

• In the next step, check the details you have entered for the order. If everything is correct, please click on ‘Pay now’. As soon as we have received your order, we will send you an order confirmation by e-mail. After we have successfully checked your order, you will receive a confirmation by e-mail. Further information on payment & dispatch will follow in the subsequent e-mails.

Is there a minimum order value? There is no minimum order value in our shop.

How can I see which sizes of an item are still available? The stock of our fan merchandise is updated regularly and frequently. All items displayed in the BVB Online FanShop are generally available. If you order an item that is shown as available but is not in stock, we will inform you promptly via email.

Are sold-out items available again later? Items that are no longer displayed in the online shop are generally sold out and will not be restocked. With a bit of luck, you might find some leftover stock in our BVB fan shops, but these cannot be shipped.

Can I also order by phone or email? Unfortunately, we cannot process your order via email or phone.

Can I have my order gift-wrapped? Unfortunately, gift wrapping of your order is not possible.

How can I be sure my order has been received by BVB? After placing your order by phone or online, you will receive an e-mail with your order confirmation shortly afterwards. If you have not received this automatically sent e-mail, please make sure that it has not ended up in your spam folder. After we have successfully checked your order, you will receive a confirmation by e-mail. Further information on payment & dispatch will follow in the subsequent e-mails.

If you do not receive a message, we must assume that your order was not successful. Please contact our service team or place your order again if you wish.

Is it possible to cancel an already placed order? Generally, an order cancellation is no longer possible once the order has been confirmed by us by e-mail. In order to deliver as quickly as possible, your order will be processed immediately. However, you can conveniently return individual items or the entire order to us within 30 days of receipt. Please use our returns function for this. Some items are excluded from returns: You can find more information here. If you would like to exchange items, please place a new order. An exchange is not possible, as ‘return and reorder’ works faster for you. For further information, please contact our service team

Can I change my order after it has been placed? As a rule, it is no longer possible to change the order once it has been confirmed by us by e-mail. In order to deliver as quickly as possible, your order will be processed immediately. If you would like to exchange individual items or the entire order, you can conveniently return them to us within 30 days of receipt and place a new order. Please use our returns function for returns.

A direct exchange is not possible, as ‘return and re-order’ is the faster alternative for you. If you have any further questions, please contact our service team

Are there items on which no discounts are offered? Discounts do not apply to already reduced items, books, football academy courses, vouchers, and textile finishes (flocking).

Note on individual flocking: Borussia Dortmund reserves the right not to print names and/or number codes associated with the far-right scene, used by far-right parties or organizations, or that are directly related to racism, nationalism, or anti-Semitism on fan merchandise.

3. Login/Registration Do I need to register to order from the BVB Online FanShop? You have many advantages if you log in before placing an order. However, registration is not a must. If you are a BVB club member or season ticket holder, you are already registered in the system. Fans who have already registered for a fan merchandise or ticket order are also already registered with us. You can then log in conveniently with your e-mail address and your personal password each time you place an order. If you have forgotten your password, you can request your password using the ‘Forgotten password’ function. For security reasons, please change your password the next time you log in. We advise you to repeat this at regular intervals. If you do not wish to register, simply place your order as a ‘guest buyer’.

Why should I register for the BVB Online FanShop? By registering for the BVB Online FanShop, you can take advantage of numerous benefits:

• Fast and convenient shopping

• Saves your user data and settings

• View your orders, including shipping information

• Manage your newsletter subscription

• Receive a €5 voucher (for orders with a minimum value of €20) when ordering from €80

• Create your personal wish list

How do I register for the BVB Online FanShop? For a new registration, please click on the small "My Account" icon at the top right. There you can enter your details under "I want to register" and follow the instructions. Please note that you can only register once with the same email address. You can check if you are already registered using the "Forgot Password" function. Simply enter your email address, and if you are already registered, you will receive your password via email.

What if I forget my password? If you have forgotten your password, you can have your password reset by e-mail under ‘Forgotten password’ before logging in. For security reasons, please change your password the next time you log in. We advise you to repeat this at regular intervals.

What if I forget my email address or username? If you forget your email address, please send us your name, address, and date of birth at [email protected]. We’ll be happy to assist you.

Why is my login not working? If your login is not working, there could be several reasons: Your password may be incorrect, or your details may not be correctly stored in our system. Multiple registrations of your email address can also lead to discrepancies when logging in. Please explain your problem in an email including your name, address, and date of birth to [email protected]. We’re happy to help you.

How can I subscribe or unsubscribe from the newsletter? To stay updated on all promotions and the latest news about BVB, we recommend signing up for our newsletter. You can register for this free of charge in the footer of the online shop. Simply click on ‘Newsletter’ to sign up. By the way, you can unsubscribe anytime using the link at the bottom of the newsletter.

How can I change or delete my data? On the page www.bvb.de/login, you can change or update your data anytime after logging in. Account deletion is only possible through us for security reasons. Please send us an email to our service team, including your name, address, and date of birth.

4. Payment, Terms of payment and vouchers All prices stated on the provider's website and in these GTC include the applicable statutory value added tax. We reserve the right to make changes. The price including VAT and any shipping costs incurred is also displayed in the order overview before the customer submits the order.

Payment of the purchase price is due immediately upon conclusion of the contract. The customer can choose between the payment methods shown in the order overview.

How can I redeem my coupon? If you would like to redeem a voucher for your current order, you can enter the voucher code in the shopping basket under ‘Gift voucher’ in the ‘Payment method’ section. You will find the voucher code on your voucher. If the voucher covers the full amount of your purchase, you must still select a payment method so that the order process can be completed. Of course, your account will not be charged additionally. If the voucher does not cover the full amount, the remaining amount will be debited via the payment method you have selected.

Why is my coupon code not accepted? If your coupon is not accepted, there could be several reasons. Did you perhaps enter the code incorrectly, such as a zero instead of an O? Coupons also cannot be redeemed for the purchase of other coupons. Maybe your coupon has already been redeemed, or it is blocked or expired for some other reason. Please contact our service team at [email protected].

Can I redeem a coupon after my order has been placed? Unfortunately no. Your order is processed within seconds, as we work with a professional logistics company that immediately starts the packing and delivery process. The payment is also an automated process. A subsequent deduction of the coupon, as indicated in the terms and conditions, is not possible.

What happens to my coupon if I return the order? There are two types of vouchers: purchase vouchers and promotional vouchers. Purchase vouchers can be purchased in different amounts and have an equivalent value to the purchase price. For orders with these vouchers, you will receive a new voucher by e-mail after returning it. Promotional vouchers are issued or given away by BVB for special promotions. You cannot buy these vouchers, they have no actual value, but only give you a discount on an order. Only one of these vouchers can be redeemed per order. When ordering with these vouchers, the voucher code expires with the order. It can also no longer be used after a return. Promotional vouchers with a EUR value (e.g. €5) can only be redeemed in the € area. Percentage vouchers (e.g. 10%) can be redeemed in all currencies.

5. Shipping

What is the delivery time? We strive to process and ship all orders as quickly as possible. On average, the delivery time is 7-10 business days after the order is received. Deliveries to foreign countries typically take 9-12 days. During short-term promotions, the delivery time may be extended due to the high volume of requests. All affected items will have a corresponding note in the item description.

What are the shipping costs for my order? Our shipping costs within Germany amount to €5. For orders over €50, shipping is free. For orders from EU countries (Austria, Luxembourg), we charge a flat shipping fee of €9.95, and for non-EU countries (Switzerland, Liechtenstein), €12.95. Orders from abroad can only be paid by credit card or PayPal.

Note on import and customs fees: Orders to foreign countries may be subject to import duties and taxes, which are levied once a delivery has reached the country of destination. Any additional costs incurred for customs clearance must be borne by the recipient. For further information, please contact your local customs authorities.

Can I track my order? Yes, your tracking number will be sent to you by e-mail as soon as the parcel leaves our warehouse.

What can I do if my package is damaged? Please report any damage to your package immediately to the delivery driver if possible, and also file a damage report with our service team. This is especially important if items are damaged or missing. Please provide your name, address, and order number (MAU-…) and ideally send us photos of the damaged package. Of course, you can also return damaged packages directly to receive a refund for the order amount. Please use the return function for this purpose.

6. Returns

In what cases can I return items? If you are not satisfied with the ordered items, they do not fit, or for any other reason, you can exercise your statutory right of withdrawal without giving any reason within 14 days. The period begins on the day you or a designated person takes possession of the goods. To meet the deadline, it is sufficient to send the withdrawal in time. Further explanations and information about the right of withdrawal, its conditions, and consequences can be found in the withdrawal instructions.

What warranty rights can you assert? If the purchased goods have a defect, you are entitled to certain rights. You can:

• Demand subsequent fulfillment

• Withdraw from the contract or reduce the purchase price

• Demand compensation or reimbursement of futile expenses

Right to Subsequent Fulfillment In the event of a defect, the seller generally has the right and the obligation to provide subsequent fulfillment. The seller can attempt to remedy the defect by repairing the item or delivering a replacement of defect-free goods. You should set a reasonable deadline for the seller to do this. As a buyer, you may generally choose whether you prefer a repair or a replacement. The seller can only refuse your preferred method of subsequent fulfillment (repair or replacement) if it involves disproportionate costs or is impossible. The seller bears the costs of subsequent fulfillment (transport costs, labor, and material costs) (§ 439 (2) BGB). Note: The law requires that you generally must set a deadline for the seller for subsequent fulfillment. Always give the seller a chance to remedy the defect within a reasonable time frame. If you remedy the defect yourself or have a third party do so without first allowing the seller the necessary deadline for subsequent fulfillment, you will not be entitled to reimbursement of the costs incurred for the remedy.

Please note that all returned items must be in their original condition. If this is not the case, we reserve the right not to accept your return and to send the goods back to you. Please note that you can only return items ordered from us. Items purchased from a distribution partner can only be returned at their locations, adhering to the return deadlines applicable there.

Is the return free of charge? Yes, the return is free for you if you use our return service. Using another shipping service is not possible from our side and may incur additional costs for you.

Can I exchange an item? We do not offer direct exchanges. To receive the desired item as quickly as possible, you can reorder it directly and return the undesired item. The purchase amount will then be refunded after the item is received. This way, you will receive your desired goods already 2-4 working days after placing the order. Otherwise, you would have to wait until the exchanged item arrives at our location, is checked, and the exchange is ordered anew.

What should I do if a damaged item was delivered? All items are checked for quality by our staff before shipping. However, if you do receive a damaged item, you can certainly file a complaint with us.

• At the bottom of our online shop's homepage, go to the “Returns” menu. Here, enter the return number (RTN…) that is on your invoice included in the package and click “Continue.”

• Now click on “Refund” for the respective item you want to return. We do not offer exchanges. Please provide a return reason for our statistics.

• Click “Continue to Overview.” For all payment methods, the refund will be automatically credited to the account specified during the order. Changing the account is not possible for security reasons.

• Then, accept the “Data Protection Notice” and click “Submit.”

• In the next step, you will receive an email with a PDF file to print out. Attach the return label with our address to the package. Ideally, remove all other old labels from the package.

• Then please attach the return label to the parcel and hand it in at the nearest shop.

What should I do if I received the wrong item? If you receive the wrong item, you can certainly file a complaint with us. Please contact our service team for this purpose. Of course, you can also return the wrong item free of charge within the 14-day withdrawal period and simply reorder the desired item. Please use the return function in our online shop for a free return shipping.

How does the credit process work for a return? Once your return arrives at our warehouse, it will be checked to see if all items are still in their original condition and if the return is correct. If this is the case, the refund will be initiated. The refund will automatically be credited to the account specified during your order. A change is not possible for security reasons. Please note that depending on the payment method, the refund may take up to 14 business days.

9. Privacy & Data Security

Are the data entered in the BVB Online Fan Shop secure? The protection of personal data is of the highest priority for BVB Merchandising GmbH. The company commits to treating your personal data in accordance with the provisions of German data protection law, particularly the Federal Data Protection Act and the Telemedia Act.

• SSL Encryption We use the industry standard Secure Socket Layer (SSL) throughout the BVB Online Fan Shop. This method encrypts all your data for your security before transmission, so they are not easily accessible to third parties. In this way, we strive for the confidentiality of your information, especially payment data, during transactions in the BVB Online Fan Shop. You can recognize that you are on a secure page by the lock icon next to the address bar in most browsers. Certificate issuer: thawte Extended Validation SSL CA Encryption protocol used: Version 3.0 Public key exchange: RSA 2048 Bits

• Server Security We encrypt sensitive customer data with SSL certificates from thawte. We strive to keep our servers up to date (e.g., firewall) by employing current security standards to prevent unauthorized access from the outside. Your data is not visible to employees of BVB Merchandising GmbH or service partners without special authorization due to a comprehensive security and authorization concept.

How does the BVB Online Fan Shop use the data entered? BVB Merchandising GmbH uses the data you provide on the BVB Online Fan Shop websites for contractual purposes, especially to process your orders, manage customer relationships, deliver goods, and process payments. For this purpose, BVB Merchandising GmbH may share data with service partners (e.g., shipping companies and financial institutions). Additionally, BVB Merchandising GmbH may conduct credit checks to prevent default and reduce potential credit risks and may transfer credit-relevant data to appropriate companies. Your legitimate interests will always be taken into account, and any necessary consents for data processing and transfer will be obtained. Our partners for conducting credit and credit checks, to whom personal data may be shared, are:

• TeleCash GmbH & Co. KG, Konrad-Adenauer-Allee 1, 61118 Bad Vilbel

• Deltavista GmbH (Deltavista), Dessauerstraße 9, 80992 Munich

• Creditreform Boniversum GmbH (Boniversum), Hellersbergstraße 11, 41460 Neuss

• Bürgel Wirtschaftsinformationen GmbH & Co. KG (Bürgel), Gasstraße 18, 22761 Hamburg. BVB Merchandising GmbH uses your data exclusively for its own advertising and marketing purposes as well as for its own market research. It goes without saying that we treat all personal data confidentially and do not pass your data on for advertising purposes to third parties under any circumstances. Further explanations and information on the topic of data protection, as well as the collection, processing, and transfer of your personal data, can be found in our privacy policy and in our terms and conditions.