Frequently asked questions
How and when will I receive my delivery?
Orders will normally be despatched within seven days. If purchasers have not received their order after 14 working days, please contact the club on 020-8333 4035.
I am being asked for my CON number. What is this?
CON numbers are located on the front page of season-ticket holders’ booklets. For Red Card holders, the number is listed in their Red Card. If you are not a Red Card member, you can apply to join by contacting the Valley commercial centre on 0871 226 1905.
I am a Valley Gold member. Do I receive an online discount and if so, how much?
Valley Gold members are entitled to a 10 per cent discount, and members can enter their Valley Gold number in the ‘special instructions’ box on the checkout page.
The club’s mail-order department will then verify purchasers’ membership, and apply the discount before processing orders.
Exemptions:
- Items which are reduced or under offer are exempt from any further discounts
- Shirt printing is exempt from any discount
- Postage charges are exempt from any discount.
What happens if I receive my order and it is incorrect?
Please contact the club’s mail-order department immediately on 020-8333 4035.
How can I cancel my order?
Purchasers can cancel their order by contacting the club’s mail-order department immediately on 020-8333 4035. Purchasers do not need to give a reason for cancelling their order, but any personalised orders are exempt from any cancellation.
If purchasers have received their items goods before cancelling their order, the items must be returned to the club’s mail-order department, c/o Charlton Athletic, The Valley, Floyd Road, London SE7 8BL at purchasers’ own risk and cost, and as soon as possible.
Once you have notified the club’s mail-order department that you are cancelling your order, any sum debited from your credit card will be credited to your account as soon as possible, and in any event within 30 days of the cancellation, provided that you return the goods in their original condition to the Charlton Athletic mail-order department, The Valley, Floyd Road, London SE7 8BL.
Purchasers should note that cheque and credit card transactions will be processed prior to the despatch of orders.
What happens if my credit card is declined?
Please ensure that you have entered the correct credit or debit card details before submitting your order. Your order confirmation only confirms that your order has been received, not accepted.
All orders are processed manually. Should we receive an order which has incorrect card details, we will try the card for authorisation twice, and then if the transaction is declined, your order will be cancelled. You will be notified by email that there is a problem with your credit card details, and if you wish to re-order, you will need to do so via the online store.
The club cannot be held responsible for any orders which are not processed due to incorrect details being submitted by the customer or due to their credit or debit card being declined.
Can I have my order sent to a different delivery address?
Yes. Please enter the different delivery address in the ‘special instructions’ box on the checkout page.
Is it possible to check the availability of an item?
We will inform you by email if an item is out of stock. Should you wish to check the availability of an item before you place an order, please contact the club on 020-8333 4035.
The club will always endeavour to keep the online Superstore updated.
Can I use my season-ticket discount voucher online?
Unfortunately, we cannot accept season-ticket holders’ discount vouchers for online shopping, as the voucher needs to be produced at the time of purchase. This is also applies to CAFC gift vouchers.
Can I collect the items which I have ordered online?
Unfortunately, this is not possible. All orders placed online will be despatched via post.
