How can I know who signed the item?
If an item is signed by one player, the name of the player will be included in the description. For items signed by multiple players, you can identify each player's signature by the shirt number they occasionally include.
Is it possible to choose the size of the signed item I redeemed
Due to the unique and exclusive nature of these collectible items, selecting the size of the signed item you've redeemed is not an option.
What does it mean when a shirt is not match version?
When a shirt is described as "not match version," it refers to a replica jersey that differs in certain features from the official jerseys worn by players during matches.
Will I be able to track my order?
After your selected item has been shipped, we will promptly provide you with a tracking number via email, allowing you to closely monitor its progress as it makes its way to you.
If I redeem multiple products, will I receive them all together?
If you redeem multiple products within a short period, we will try to bundle them together, depending on the item location. Once your products have been bundled, you will receive a tracking number to follow their progress.
What happens if an item I redeemed on Fan Rewards gets lost, stolen, or damaged during shipping?
If an item you've redeemed is lost or damaged during transportation, we regret to inform you that we may not be able to replace it due to our limited supply. While we make every effort to ensure your rewards arrive safely, there are, unfortunately, occasional circumstances beyond our control. However, we will take the initiative to offer a full or partial refund of the Reward Points you've used to redeem the item.
Can I return an item or exchange it for something else?
Please note that all items are non-exchangeable, non-transferable, and non-refundable.
Do I need to pay for shipping fees?
No, you won't need to cover any shipping fees for your redeemed item. Socios.com will take care of all standard shipping costs.
How do I know if I will be charged customs costs?
To help you make informed decisions, we encourage you to check the item description page, where you can find details about the item's shipping location.
What happens to the item I redeemed if I don’t pay the customs charges?
Please note that once the item you have redeemed has been sent, if you don’t pay the shipment due to local customs import duties and taxes, we will instruct the courier to dispose of the item. Consequently, we won’t be able to provide a replacement or issue a refund for the Reward Points used to redeem the item. We recommend reviewing any potential customs fees and duties before redeeming an item or accepting the shipment to avoid any inconvenience.
What happens if I repeatedly refuse to pay customs charges on shipments?
Any customs fees, import duties, local taxes, or additional charges are the recipient's responsibility and must be paid where applicable.
While Socios.com properly declares all shipments to comply with regulations and will always make reasonable efforts to minimise the likelihood of customs charges, we cannot control or guarantee whether your country’s customs office will apply charges. We strongly recommend checking your local import rules before redeeming any merchandise.
Important note on refusals: Please note that we only ship each redeemed item once. If you refuse to pay customs charges and shipments are returned to us on two separate merchandise redemptions, we may no longer be able to fulfil future merchandise orders from your account. This is because failed deliveries and returns generate substantial extra shipping and operational costs for us.
Can I change my address or get an item resent if it gets returned?
No, please ensure your shipping address is 100% correct before confirming your redemption, as redeemed items are shipped only once.
We are unable to resend items or reroute deliveries once they are dispatched. This includes packages returned to us due to:
An incorrect or incomplete address.
Failure to collect the parcel from the courier.
Refusal to pay any applicable local customs duties, taxes, or import fees.
Can I change my shipping address after placing an order?
If your order has not yet been shipped, there is a possibility of changing the shipping address. However, once the item has been shipped, we are unable to reroute the shipping to a different address. Therefore, it's crucial to ensure that the correct shipping address is entered before confirming the redemption.
The signature on my signed jersey looks faint or faded. Can I get a replacement or a refund?
Signed merchandise is provided directly from our partners, and we do not control how or when signatures are made. As stock is extremely limited, we are unable to offer replacements or refunds for faint or light signatures. However, we may review concerns on a case-by-case basis if needed.
What does the linking symbol mean for merchandise and auctions?
The linking symbol indicates a redemption and bidding restriction designed to ensure fair access to popular items. It applies in two ways:
For Past Redemptions: If you have already redeemed a specific or similar item in the past, you cannot redeem it again during the same season.
For Active Auctions: This restriction also applies to active auctions. You cannot place a bid on a separate auction if you are currently the highest bidder (already winning) on another active auction for the same product or a similar linked one.