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FAQ

Frequently asked questions:

Availability

Q: Why are some product sizes not displayed?
A:  

If your desired size is not displayed in the shop it is currently unavailable. Please visit the DFB fan shop later to check availability.

Q: Will information be provided about delivery of previously unavailable items?
A:  

No, please ask for further information using our hotline or send us an e-mail.

Q: Are partial shipments available?
A:  

No, unless additional delivery of certain items is significantly delayed. In this case the DFB reserves the right to make partial shipments.

Order

Q: I placed an order in the DFB fan shop. Has it been received?
A:  

Once you have placed an order in the DFB fan shop, you will receive an order confirmation via e-mail. If you have not received a confirmation e-mail 30 minutes after placing your order, please contact us. Our contact details can be found on the „Contact“ page.

In case you do not receive an order confirmation please check your spam filter for incoming e-mails.

Delivery

Q: What is the delivery time of my order?
A:  

Delivery time for domestic shipping is usually 1-3 working days after receiving your payment or receipt of order confirmation, unless otherwise stated in the offer.

Delivery time for customized shirts/goods is usually 4-5 working days.

Delivery time for orders in non-EU countries as well as Switzerland is usually 5-10 working days. Delivery time for orders in all other countries is usually 10-15 working days.

Q: How much are the shipping costs?
A:  

Within Germany, a delivery fee of €5.00 will be charged, including 19% VAT. There will be no delivery charges for orders above €100.00.

For large/heavy items the domestic shipping fee is €25.00, regardless of the order value.

Exclusive Fan Club member offer: National shipping within Germany is free of charge.

Shipping costs for deliveries abroad (with EU and non-EU countries) are provided in detail at https://fanshop.dfb.de/en/Shipping+service in the shipping cost table.

For deliveries abroad (with EU and non-EU countries) only payment by credit card and Paypal will be accepted.

For orders/deliveries in non-EU countries, customs clearance costs, such as import fees, charges and/or taxes shall bear the Purchaser.

Payment Options

Q: What payment options does the DFB Fanshop offer?
A:  

In Germany the DFB fan shop offers these payment options: credit card, cash on delivery and PayPal. We reserve the right to limit the use of the above methods of payment individually to one or more methods of payment.

International payments are only available by credit card and PayPal. Returned products will be credited to your credit card or PayPal account as soon as possible after your return has been processed in our logistics center.

Payment by credit card:

 

In the event of payment by credit card the Purchaser’s account will be charged when the merchandise is shipped.

Payment by cash on delivery: 

Payment is due upon delivery of goods. This is stated on the invoice. Payment must be made upon delivery of the goods in cash. In addition to the purchase price, a delivery fee of €5.00 is payable. When goods are returned, the invoice amount including the processing fee is credited to your account. 

Payment by PayPal: 

Payment by PayPal works as an account on the Internet and allows you to easily and securely pay online. Paying with PayPal is easy, because everybody who owns a bank account or credit card can easily pay by PayPal. You can either have a PayPal account using bank transfers or use the simple method of paying by direct debit or credit card. You will need to register only on the PayPal website. When selecting PayPal payment method during checkout you will click the "Pay" button on your PayPal page. You can then start the payment and will receive an e-mail confirmation from both PayPal and the DFB fan shop. 
 

Returns and Exchanges

Q: What should I pay attention to when returning merchandise?
A:  

You can return ordered items to the DFB fan shop within 14 days. Simply use the prepared address label on the return form that came with our package. Please include a copy of the invoice or the bill of delivery with the return shipment and follow further instructions under the following link:

http://fanshop.dfb.de/Retoure-Login 

The DFB-Fanshop covers the costs for domestic returns of goods. However, the DFB-Fanshop reserves the rights to transfer the returning costs of goods in individual cases, even for domestic returns (e.g. repeated unfounded revocations of goods and suspected abuse of the power of revocation). When returning the goods from abroad, the customer is responsible for the direct cost of returning.


Please note that products which have been opened (especially shirts with customisation) or audio and video recordings as well as software are not returnable. The same conditions apply for discounted goods. 

Please return good clean and undamaged. Return products in original packaging if possible, including all accessories and packaging components. Use protective outer packaging if possible. If you no longer have the original packaging, please provide suitable alternative packaging for adequate protection against damage in transit, in order to avoid claims for damages due to insufficient packaging.

Registration / My profile

Q: What are the advantages of registering with the DFB fan shop?
A:  

After completing your registration, you will gain access to your personal area of the DFB fan shop with many additional benefits and information visible only to you. 

An overview of your benefits: 

Delivery address book

Your delivery address book stores billing and shipping addresses for every new order. In addition to your default shipping address you can store any number of additional addresses and access them for new orders. 

Order overview

Your personal order overview lists all previously placed orders. You can access this overview under "order overview" in your account by clicking the "Display" button. 

Wish list

When logged in you have access to your personal wish list, where products can be saved and deleted.

Q: How do I get a new password?
A:  

You can create a new password at any time under the menu item „Forgotten Password “ .

Q: I want to change my password. How can I do this?
A:  

In your personal profile within the DFB fan shop, you can request changing your password at any time.

Q: I registered with the DFB fan shop but forgot my password. What can I do?
A:  

If you can’t remember your password, we will ask you to create a new password in the menu item „Forgotten Password“ .

If you are having trouble with your registration, please contact us.

Q: Why am I not able to change my "first name", "last name" and "date of birth" in my address?
A:  

These details are often changed to ship orders to a an alternative address. However, we provide an option for an alternative delivery address. Changing the previously mentioned customer data may have consequences which are not immediately apparent for customers. This is why it is not  possible to make these changes on your own.

 

If you wish to change your personal details, please send an e-mail to dfb-info@mein.dfb.de.

Browser settings

Q: Which browsers/versions are supported?
A:  

To use all functions in the DFB fan shop optimally, you should use one of the following browsers in their current versions: 
• Chrome
• Firefox
• Internet Explorer
• Opera
• Safari


These browsers are generally advisable. Also, for safety reasons, use the latest version of your browser.

Q: Why should I enable cookies and JavaScript?
A:  

Among other things, cookies are required for your shopping cart and login. By using JavaScript, we can offer you a modern and comfortable user experience while you are shopping.

Because certain firewalls, antivirus programs or other security tools block cookies and/or JavaScript, please check your settings if problems occur.

Contact Us

Q: How do I contact the DFB fan shop customer service?
A:  

Please contact us:

 

DFB-Fanshop Customer Service

DFB-Fanshop
c/o DFB-Wirtschaftsdienste GmbH
Otto-Fleck-Schneise 6
D-60528 Frankfurt am Main

E-Mail: fanshop@mein.dfb.de

 

Phone: +49 6126 / 9974 800

 

Q: How can I contact the fan club for tickets?
A:  

DFB ticket hotline: +49  69 - 65 00 85 00
Fan Club hotline +49 180 6 - 33 23 26 *


*(20 ct/call from German landlines,  max. 60 ct/call from German mobile networks).