Frequently Asked Questions

FAQ about jerseys

Which jerseys can I not return?

Unfortunately, returns are not possible for player, name, and number changes, as well as personalized jerseys. Delivery times may be extended for individually flocked jerseys.

 

How much does it cost to get a jersey flocked with a player's name?

Flocking the jersey with a player's name costs €20, and a custom flock costs €20. The league logo costs 5 euros.


Questions & Answers

You can find an overview of the most frequently asked questions regarding orders, payment, shipping, and returns in the BVB Online FanShop, as well as many other topics here. Click on the respective question to see the corresponding answer. To close the question, simply click it again.

Select one of the following topics:

1. Service

2. Ordering

3. Login/Registration

4. Prices, terms of payment, import and customs duties, and vouchers

5. Shipping

6. Returns

7. Data protection & data security


1. Service

How can I contact service if I have further questions?

We have listed the most important questions for you here. Can't find the answer you're looking for? Then please feel free to contact us personally.

Go to contact form

Phone: 0231-90200

Business hours: Mon. - Fri., 08:00 AM – 06:00 PM

We are always happy to receive your emails at [email protected] and always try to respond as quickly as possible.

Calls from the German landline network are at the local rate; prices from mobile networks may vary (depending on the provider).


Where can I provide praise or criticism regarding BVB service?

Of course, we are happy to receive praise, but we take your critical suggestions just as seriously and try to improve constantly.


2. Ordering

How can I place an order in the BVB Online FanShop?

1. Place the item you have chosen in the desired size into your shopping cart by clicking the "Add to cart" button. Then proceed to "Checkout".

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

3. Now enter your billing and shipping address or verify the provided details.

4. Subsequently, you can choose your desired payment method from those we offer. You can also enter your voucher code here if applicable.

5. In the next step, check the details you provided for the order. If everything is correct, please click on "Pay now".

As soon as we receive your order, we will send you an order confirmation email. After we have successfully verified your order, you will receive a confirmation email. Further information on payment & shipping will follow in subsequent emails.


Is there a minimum order value?

There is no minimum order value in our shop. Shipping is free for orders of 80.00 euros or more.


How can I see which sizes of an item are still available?

The stock levels of our fan merchandise are updated regularly and at short intervals. All items displayed in the BVB Online FanShop are generally available.

In the exceptional case that you order an item that is shown as available but is nevertheless not in stock, we will inform you about this promptly via email.


Will sold-out items be available again at a later date?

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 may still find individual remaining stock in our BVB FanShops, but these cannot be shipped.


Can I also order by phone or email?

Unfortunately, it is not possible to process your order via email or telephone.


Can I have my order gift-wrapped?

Unfortunately, it is not possible to have your order gift-wrapped.


How can I be sure that my order has been received by BVB?

As soon as we receive your order, we will send you an order confirmation email. After we have successfully verified your order, you will receive a confirmation email. Further information on payment & shipping will follow in subsequent emails.

If you do not actually 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 order that has already been placed?

As a rule, an order can no longer be canceled once it has been confirmed by us via email. To ensure the fastest delivery possible, your order goes directly into processing.

However, you can easily return individual items or the entire order to us within 30 days of receipt. Please use our returns function for this purpose. Some items are excluded from returns.

If you would like to exchange items, please feel free to place a new order. Direct exchanges are not possible because "returning and re-ordering" is faster for you.

For further information, please contact our service team.


Can I change my order retrospectively?

As a rule, an order can no longer be changed once it has been confirmed by us via email. To ensure the fastest delivery possible, your order goes directly into processing.

If you would like to exchange individual items or the entire order, you can easily return them to us within 30 days of receipt and place a new order.

Please use our returns function for the return.

A direct exchange is not possible because "returning and re-ordering" is the faster alternative for you.

For further questions, please contact our service team.


Are there items on which no discounts are granted?

Discounts do not apply to already reduced items, books, football school courses, vouchers, and textile customization (flocking).


Note on custom flocking:

Borussia Dortmund reserves the right not to print names and/or number codes on fan merchandise that can be attributed to the far-right scene, that are used by far-right parties or organizations, or that have a direct connection to racism, nationalism, or antisemitism.


3. Login/Registration

Do I have to register to be able to order from the BVB Online FanShop?

You have many advantages if you log in before placing an order. However, registration is not mandatory.

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 previous fan merchandise or ticket order are also already stored in our system.

You can then conveniently log in with your email address and personal password for every order.

If you have forgotten your password, you can request a new one using the "Forgot password" function. Please change your password for security reasons after your next login. We advise you to repeat this at regular intervals.

If you do not wish to register, simply complete your order as a "guest buyer".


Why should I register for the BVB Online FanShop?

If you register for the BVB Online FanShop, you have numerous advantages that you can use:

  • Fast and convenient shopping

  • Save your user data and settings

  • View your orders including tracking information

  • Manage your newsletter subscription


How do I register for the BVB Online FanShop?

For a new registration, please go to the small "My Account" icon at the top right. There you can enter your details under "I would like to register as a new user" and follow the instructions.

Please note that you can only register once with the same email address. You can test whether you are already registered with us using the "Forgot password" function. Simply enter your email address and receive your password via email if you are already registered.


What if I have forgotten my password?

If you have forgotten your password, you can have it reset via email before logging in by using "Forgot password". Please change your password for security reasons after your next login. We advise you to repeat this at regular intervals.


What if I have forgotten my email address or username?

If you have forgotten your email address, please write us your name, address, and date of birth at [email protected]. We will be happy to help you further.


Why is my login not working?

If your login is not working, there could be various reasons: perhaps your password is incorrect, or your data is not 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, stating your name, address, and date of birth, to [email protected]. We will be happy to help you further.


How can I unsubscribe from the newsletter?

You can unsubscribe at any time using a 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 at any time after logging in.

For security reasons, your account can only be deleted by us. Please send an email to our service team for this purpose, stating your name, address, and date of birth.


4. Prices, terms of payment, and vouchers

All prices stated on the provider's website and in these GTC include the respective valid statutory value-added tax. Prices are subject to change. The price, including VAT and any applicable shipping costs, is also displayed in the order summary before the customer submits the order.

Payment of the purchase price is due immediately upon conclusion of the contract. For payment, the customer can choose between the payment methods displayed in the order summary.

As soon as your payment has been received, the gift voucher will be sent to you by email. You can then conveniently print out the voucher at home and give it as a gift. Our gift vouchers can be redeemed both online and in our shops. You can find our gift vouchers here.

 

How can I redeem my voucher?

If you would like to redeem a voucher for your current order, you can enter the voucher code in the shopping cart under "Payment method" in the "Gift voucher" field. You can find the voucher code on your voucher.

Should the voucher cover the full amount of your purchase, you must still select a payment method so that the ordering process can be completed. Of course, your account will not be additionally charged.

If the voucher does not cover the full amount, the remaining balance will be charged via the payment method you selected.


Can I redeem multiple voucher codes in one order?

There are two types of vouchers: purchase vouchers and promotional vouchers.

Purchase vouchers can be purchased in various amounts and have a value equal to the purchase price. At present, only one of these vouchers can be redeemed per order process.

Promotional vouchers are issued or given away by BVB for special campaigns. They cannot be purchased; they have no actual monetary value but merely provide a discount on an order (e.g., €5). Only one of these vouchers can be redeemed per order process.


Why is my voucher code not being accepted?

If your voucher is not accepted, there could be several reasons. Did you perhaps enter the code incorrectly, e.g., a zero instead of an 'O'? Also, vouchers cannot be used to purchase other vouchers.

Perhaps your voucher has already been redeemed, or it is blocked or expired for another reason. Please contact our service team via [email protected]


Can I redeem a voucher retrospectively?

Unfortunately, no. Your order is processed within seconds because we work with a professional logistics company that starts your packing and delivery process immediately. Payment is also an automatic process. A retroactive deduction of the voucher is, as also stated in the GTC, not possible.


What happens to my voucher if I have returned the order?

There are two types of vouchers: purchase vouchers and promotional vouchers.

Purchase vouchers can be purchased in various amounts and have a value equal to the purchase price. For orders with these vouchers, you will receive a new voucher by email after the return.

Promotional vouchers are issued or given away by BVB for special campaigns. They cannot be purchased; they have no actual monetary value but merely provide a discount on an order (e.g., €5). Only one of these vouchers can be redeemed per order process. For orders with these vouchers, the voucher code expires with the order. It can no longer be used even after a return.

Promotional vouchers with a EUR value (e.g., €5) can only be redeemed in the euro area. Percentage vouchers (e.g., 10%) can be redeemed in all currencies.


5. Shipping

What shipping options are available and who delivers my package?

Our orders in Germany are delivered exclusively as packages by our delivery partner GLS.


How long is the delivery time?

We aim to process and ship all orders as quickly as possible. On average, the delivery time is 7-10 working days after receipt of order.

For delivery abroad, 9-12 days are generally required.

For short-term promotions, the delivery time may be extended due to the high number of requests. All items affected by this have a corresponding note in the item description.


What are the shipping costs for the order?

Our shipping costs within Germany are 6.00 euros. For orders over 80.00 euros, your order is shipping-free.

Further information on shipping costs can be read here.


Note on import and customs duties:

Orders to Switzerland and Liechtenstein may be subject to import duties and taxes, which are levied as soon as a delivery reaches the destination country. Any additional costs 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 email as soon as the package leaves our warehouse.

Once your order has been processed and shipped, you can view your delivery status using your tracking number: Information at https://www.gls-pakete.de/sendungsverfolgung


What can I do if my package is damaged?

Please report any damage to your package to the delivery driver immediately, if possible, and also file a damage report with our service team.

This is especially important if items are damaged or missing.

Please include your name, address, and order number (MAU-…) and, ideally, send us photos of the damaged package.

Of course, you can also return defective packages to us directly to receive a refund for the order value. Please use the return function for this purpose.


6. Returns

In which cases can I return items?

If you do not like the ordered items, they do not fit, or you are otherwise dissatisfied for other reasons, you may exercise your statutory right of withdrawal within 14 days without giving any reasons. The period begins on the day you, or a person designated by you, have taken possession of the goods.

To comply with the deadline, it is sufficient to send the withdrawal notice in good time. Further explanations and information on the right of withdrawal, its conditions and consequences can be found in the cancellation policy.


What warranty rights can you assert?

If the purchased goods have a defect, you are entitled to certain rights.

You can:

  • Demand subsequent performance

  • Withdraw from the contract or reduce the purchase price

  • Demand compensation or reimbursement of futile expenses

Right to subsequent performance

In the event of a defect, the seller is generally entitled and obligated to provide subsequent performance first. The seller may attempt to remedy the defect by repairing it or delivering defect-free goods. You should set the seller a reasonable deadline for this.

In principle, as a buyer, you may decide whether you prefer a repair or a replacement. The seller can only refuse the type of subsequent performance you have chosen (repair or replacement) if it is associated with disproportionately high costs for the seller or is impossible. The costs of subsequent performance (transport costs, labor and material costs) are to be borne by the seller (§ 439 para. 2 BGB).

Note: The law requires that you generally set the seller a deadline for subsequent performance. Therefore, always give the seller the chance to remedy the defect within a reasonable period. If you have the defect remedied yourself or by a third party without first having set the seller the necessary deadline for subsequent performance, you are not entitled to reimbursement of the costs for the remedy of the defect.


Please note that all returned items must be in their original condition. Should this not be 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 directly from us. Items purchased from a retail partner can only be returned at their locations in compliance with their applicable return policy.


Is the return free of charge?

Yes, the return is free of charge for you if you use our return service.

The use of another shipping provider is not possible on our part and may result in additional costs for you.


Can I exchange an item?

We do not offer a direct exchange. To receive the alternative item you want as quickly as possible, you can simply place a new order for it and return the unwanted item. The purchase amount will then be refunded to you upon receipt of the returned goods.

This way, you will receive your desired goods within 2–4 working days after ordering. Otherwise, you would have to wait until the exchanged item reaches us, is checked, the transaction is reversed, and the exchange is re-processed.


What do I do if a damaged item was delivered?

All items are checked again for quality by our staff before shipping. If, however, you receive a damaged item, you can of course file a complaint with us.

1. Go to the menu item “Rücksendung” (Returns) at the bottom of our online shop homepage. Enter the order number found on the invoice included in your package and click “Next”.

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

3. Then click “Next to overview”. For all payment methods, the refund is automatically processed to the account provided during the order. For security reasons, changing the account is not possible.

4. Afterwards, accept the “Privacy Policy” and click “Submit”.

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

6. Please then attach the return label to the package and drop it off at a GLS parcel shop (only possible in Germany; from Austria, please use DHL parcel shops). Shipments from Switzerland must always be handed in at the nearest Swiss Post branch. The links below will help you find a GLS parcel shop or a post office:

7. Please note: For orders from Liechtenstein, please contact our customer service at [email protected] for a return of your order.


What do I do if an incorrect item was delivered?

If it happens that you receive an incorrect item, you can of course file a complaint with us.

Please contact our service team for this purpose.

Of course, you can also return the incorrect item to us free of charge within the 14-day withdrawal period and simply re-order the desired item. Please use the return function in our online shop for free return shipping.


How is the credit processed for a return?

As soon as your return arrives at our warehouse, it is checked to see if all items are still in their original condition and the return is correct. If this is the case, the refund process is initiated.

The refund is automatically processed back to the account provided during your order. For security reasons, a change is not possible.

Please note that depending on the payment method, the refund can take up to 14 working days.


7. Data Protection & Data Security

Is the data entered in the BVB Online FanShop secure?

The protection of personal data is of the highest priority for BVB Merchandising GmbH. The company BVB Merchandising GmbH is committed to treating your personal data at all times in accordance with the provisions of German data protection law, in particular the Federal Data Protection Act and the Telemedia Act.

 

1. SSL encryption

Throughout the BVB Online FanShop, we use the industry standard Secure Socket Layer (SSL). Through this method, all your data is encrypted for your security before transmission, so that it is not readily accessible to third parties. In this way, we strive for the confidentiality of your information, especially payment data, during transactions in the BVB Online FanShop.

You can tell that you are on an encrypted page in most browsers by the security lock icon to the right of the address bar.

Certificate issuer: thawte Extended Validation SSL CA

Encryption protocol used: Version 3.0

Public key exchange: RSA 2048 Bits

 

2. 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 using or applying current security standards to prevent outside access whenever possible.

Your data is also not accessible to employees of BVB Merchandising GmbH or service partners without special authorization due to an extensive security and access concept.


How does the BVB Online FanShop use the entered data?

BVB Merchandising GmbH uses the data you provide on the BVB Online FanShop websites within the framework of the purpose of the contract, in particular for processing your orders, managing customer relationships, delivering goods, and processing payments. For this purpose, BVB Merchandising GmbH may pass on data to service partners (e.g., shipping companies and credit institutions).