Frequently Asked Questions

FAQ on Jerseys

Which jerseys cannot be returned?

Unfortunately, returns are not possible for player, name, and number changes, or for personalized jerseys. The delivery time for individually printed jerseys may be extended.

 

How much does it cost to have a player's name printed on the jersey?

Printing a player's name on the jersey costs €20, and the individual name print costs €20. The league logo costs 5 euros.


What is the difference between an Authentic and a Replica jersey?

Authentic jerseys are the original jerseys worn by our professionals on the pitch. They are specially designed to meet the demands of professional football and are therefore perfect for athletes or collectors. Replica jerseys are the fan version for everyone who wants to show their connection to BVB at the stadium and in everyday life.

You can find more information about Authentic jerseys and their special features here.

 

Questions & Answers

Here you will find an overview of the most frequently asked questions about ordering, payment, shipping, and returns in the BVB Online Fan Shop, as well as many other topics. Click on the respective question to display the corresponding answer. Simply click again to close the question.

Choose one of the following topics:

1. Service

2. Ordering

3. Login/Registration

4. Prices, Payment Terms, Import and Customs Costs, and Vouchers

5. Shipping

6. Returns

7. Data Protection & Data Security


1. Service

How can I contact customer service if I have further questions?

We have listed the most important questions for you here. If you cannot find a suitable answer, please contact us personally.

Go to the contact form

Telephone: 0231-90200

Business hours: Mon. - Fri., 08:00 am – 6:00 pm

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

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


Where can I leave praise or criticism about BVB customer service?

Of course, we welcome words of praise, but we take your critical feedback just as seriously and always try to improve.


2. Ordering

How can I order in the BVB Online Fan Shop?

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

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

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

4. Then you can select your desired payment method from our available payment options. You can also enter your voucher code here if applicable.

5. In the next step, review the details you have entered for the order. If everything is correct, please click "Pay now".

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


Is there a minimum order value?

There is no minimum order value in our shop. Your order is free of shipping costs from 80.00 euros.


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 Fan Shop are generally available.

In the unlikely event that you order an item that is displayed as available but is actually out of stock, we will inform you promptly by email.


Are sold-out items 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 little luck, you may still find individual remaining stock in our BVB fan shops, but these will not be shipped.


Can I also order by phone or email?

Unfortunately, we cannot process your order by email or telephone.


Can I have the order wrapped as a gift?

Unfortunately, it is not possible to wrap your order as a gift.


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 receipt confirmation by email. After we have successfully reviewed your order, you will receive a confirmation by email. Further information about payment & shipping will follow in subsequent emails.

If you have not received any message, we must assume that your order was not successful. Please contact our customer service team or re-submit your order if you wish.


Is it possible to cancel an order that has already been submitted?

An order can generally no longer be canceled once the order has been confirmed by us by email. To deliver as quickly as possible, your order goes directly into processing.

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

If you would like to exchange an item, please place a new order. An exchange is not possible, as "returning and re-ordering" works faster for you.

For further information, please contact our customer service team.


Can I change my order afterwards?

An order can generally no longer be changed once the order has been confirmed by us by email. To deliver as quickly as 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 return function for the return.

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

For further questions, please contact our customer service team.


Are there items for which no discounts are granted?

Already reduced items, books, football school courses, vouchers, and textile customization (printing) are excluded from discounts.


Note on individual prints:

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 related to racism, nationalism, or antisemitism on fan merchandise.


3. Login/Registration

Do I need to register to order in the BVB Online Fan Shop?

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 fan merchandise or ticket order are also already on file with us.

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 it using the "Forgot password" function. Please change your password for security reasons after the next login. We advise you to do 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 Fan Shop?

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

  • Fast and convenient shopping

  • Stores your user data and settings

  • Insight into your orders incl. shipping information

  • Manages your newsletter subscription


How do I register for the BVB Online Fan Shop?

For a new registration, please click on the small "My Account" icon at the top right. There, under "I would like to register anew", you can enter your data 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 you will receive your password by email if you are already registered.


What if I have forgotten my password?

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


What if I have forgotten my email address or username?

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


Why is my login not working?

If your login is not working, there could be several 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 inconsistencies when logging in.

Please explain your problem to us in an email with your name, address, and date of birth at [email protected]. We are happy to help you.


How can I unsubscribe from the newsletter?

You can unsubscribe at any time via 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, only we can delete your account. Please send us an email to our customer service team with your name, address, and date of birth.


4. Prices, Payment Terms, and Vouchers

All prices stated on the provider's website and in these Terms and Conditions include the currently applicable statutory value added tax. Changes are reserved. The price including value added tax and applicable shipping costs 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 displayed in the order overview for payment.

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

 

How can I redeem my voucher?

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

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

If the voucher does not fully cover the amount, the remaining balance will be debited via the payment method you have selected.


Can I redeem multiple voucher codes with one order?

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

Purchase vouchers can be purchased in various amounts and then have a face value equal to the purchase price. Currently, only one of these vouchers can be redeemed per ordering process.

Promotional vouchers are issued or given away by BVB for special promotions. You cannot buy them; they have no actual face value but merely provide a discount on an order (e.g. €5). Only one of these vouchers can be redeemed per ordering process.


Why is my voucher code not being accepted?

If your voucher is not being accepted, there could be several reasons. Perhaps you entered the code incorrectly, e.g. a zero instead of an O? Vouchers also cannot be redeemed for the purchase of vouchers.

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


Can I redeem a voucher afterwards?

Unfortunately no. Your order is processed within seconds, as we work with a professional logistics company that immediately starts your packaging and delivery process. Payment is also an automated process. As stated in the Terms and Conditions, a subsequent deduction of the voucher is not possible.


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

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

Purchase vouchers can be purchased in various amounts and then have a face 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 promotions. You cannot buy them; they have no actual face value but merely provide a discount on an order (e.g. €5). Only one of these vouchers can be redeemed per ordering 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 € zone. 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 business days after receipt of the 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 inquiries. All items affected by this have a corresponding note in the item description.


What shipping costs apply to the order?

Our shipping costs within Germany are 6.00 euros. From an order value of over 80.00 euros, your order is free of shipping costs.

Further information about shipping costs can be found here .


Note on import and customs costs:

Orders to Switzerland and Liechtenstein may be subject to import fees and taxes, which are levied as soon as a delivery reaches the destination country. Any additional costs incurred for customs clearance are to be borne by the recipient. For further information, please contact your local customs authorities.


Can I track my order?

Yes, your tracking number (control number) will be sent to you by email as soon as the package leaves our warehouse.

Once your order has been processed and dispatched, you can check your delivery status using your tracking number (control 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 provide your name, address, and order number (MAU-...) and, if possible, send us photos of the damaged package.

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


6. Returns

In what cases can I return items?

If you do not like the items you ordered, they do not fit, or you do not want them for any other reason, you can exercise your statutory right of withdrawal within 14 days without stating a reason. The period begins on the day you or a person designated by you took possession of the goods.

Timely dispatch of the withdrawal is sufficient to meet the deadline. Further explanations and information about the right of withdrawal, its conditions, and consequences can be found in the withdrawal policy.


What warranty rights can you assert?

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

You can:

  • demand rectification

  • withdraw from the contract or reduce the purchase price

  • demand damages or compensation for futile expenses

Right to rectification

If a defect exists, the seller generally has the initial right and obligation to rectify it. The seller may attempt to remedy the defect by repairing it or supplying defect-free goods. To do this, you should set the seller a reasonable deadline.

In principle, you as the buyer can decide whether you prefer a repair or a replacement. The seller can only reject the type of rectification you have chosen (repair or replacement) if it would involve disproportionately high costs or is impossible. The seller must bear the costs of rectification (transportation, labor, and material costs) (§ 439 para. 2 BGB).

Note: The law generally requires you to set the seller a deadline for rectification. Therefore, always give the seller the opportunity to remedy the defect within a reasonable period. If you remedy the defect yourself or have it remedied by a third party without first setting the seller a necessary deadline for rectification, you will not be entitled to compensation for the costs of remedying the defect.


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 to their respective stores, subject to the return period applicable there.


Is the return free?

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

We cannot offer the use of another shipping service provider, and this may result in additional costs for you.


Can I exchange an item?

We do not offer direct exchanges. To receive the alternative item you want as quickly as possible, you can order it directly and return the item you do not want. The purchase price will then be refunded to you after the goods have been received.

This way, you will receive the goods you want within 2-4 business days after ordering. Otherwise, you would have to wait until the exchanged item arrives with us, is inspected and credited, and the exchange is reordered.


What should I do if a damaged item was delivered?

All items are inspected once more by our staff for quality before shipping. If you do receive a damaged item, you can, of course, make a complaint to us.

1. At the bottom of the home page of our online shop, go to the menu item "Return". Here you enter the order number found on the invoice included in your package and click "Continue"

2. Now, for the respective item you wish to return, click "Refund". We do not offer exchanges. Please provide a reason for the return here for our statistics.

3. Then click "Continue to overview". For all payment methods, the refund is automatically issued to the account specified when the order was placed. For security reasons, it is not possible to change the account.

4. Then accept the "Privacy Notice" and click "Submit".

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

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

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


What should I do if an incorrect item was delivered?

If you receive an incorrect item, you can, of course, make a complaint to us.

Please contact our service team for this.

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


How is the credit issued for a return?

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

The refund is automatically issued to the account specified when you placed your order. For security reasons, it is not possible to change it.

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


7. Data Protection & Data Security

Is the data entered in the BVB Online FanShop secure?

The protection of personal data is a top priority for BVB Merchandising GmbH. BVB Merchandising GmbH undertakes to always process your personal data in accordance with the provisions of German data protection law, in particular the Federal Data Protection Act and the Telemedia Act.

 

1. SSL Encryption

We use the industry-standard Secure Socket Layer (SSL) throughout the BVB Online FanShop. This method encrypts all your data for your security during transmission, so that it is not easily accessible to third parties. In this way, we strive to ensure 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 by the security padlock icon to the right of 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

 

2. Server Security

We encrypt sensitive customer data using SSL certificates from thawte. We strive to keep our servers up to date by using current security standards (e.g., firewalls) to prevent unauthorized access from outside as far as possible.

Your data is also not accessible 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 FanShop use the entered data?

BVB Merchandising GmbH uses the data you share on the BVB Online FanShop websites within the scope of the contract, in particular to process your orders, manage the customer relationship, deliver the goods, and process payments. For this purpose, BVB Merchandising GmbH may pass data on to service partners (e.g., shipping companies and credit institutions).