Order Help

 

Need some help with something? The answers are below!

If you cannot find the answer to your query below then please contact us by either sales@swansdirect.com or by telephone:

0871 222 3434

Calls cost 13p per minute plus your operators access charge.

If you are experiencing technical difficulties with this website, please email sales@swansdirect.com

 

Purchasing online - Your Account

When you click on the Pay Now button or alternatively click on the person icon in the top right hand corner of the screen you will be transferred to the Swansea City eticketing website where you can either login or create account. When logging in for the first time as a season ticket holder you will need to select the link saying ‘Activate my account’. You will then be asked for your account number (Bottom left hand corner of your season card) and Surname. Having filled in this you can click on activate account. You will now be taken to a new screen asking you to fill in all your personal information; you will also set up your own unique password which will be needed to Login in the future. If you have not purchased from our new merchandise store nor ticketing website then you will need to click on the 'Create Account' button.

Once logged in you will then be automatically transferred back to the SwansDirect.com website.

 

I’m not receiving emails from SwansDirect, why?
With some systems, SwansDirect emails have been going into Trash or Junk mail - all emails from sales@swansdirect.com will contain information relevant to your order. To ensure that this doesn’t happen then you may need to add SwansDirect to your safe sender list.  Here’s how to do it:

Microsoft Outlook
On the 'Home' menu, in the 'Delete' group, click 'Junk' and then click 'Junk E-mail Options'
Click the 'Safe Senders' tab
Click 'Add'
Enter 'sales@swansdirect.com’ and click 'OK'

Windows Live / Hotmail
Click on 'Options' then 'More options’
Under 'Junk e-mail' select 'Safe and blocked senders'
Click on 'Safe senders'
Enter ‘sales@swansdirect.com’ or the 'swansdirect.com' domain name and click 'Add to list'

Yahoo!
Click on 'Add' next to 'Contacts'
Enter ‘sales@swansdirect.com’ and then click 'SAVE'

Gmail/Google Mail
Click on 'Contacts'
Click on the 'New Contact' icon
Enter ‘sales@swansdirect.com’, and then click 'SAVE'

AOL
From mailbox, click on 'Mail Options'
Click on 'Address Book'
Click on 'Add Contact'
Enter ‘sales@swansdirect.com’ and then click 'OK'

 

How secure is it to give my credit card details to you via the internet?

Card payment is taken using VeriFone's managed service. As a member of the Payment Card Industry Security Standards Council (PCI SSC), VeriFone is dedicated to ensuring merchants and customers alike are protected against card data fraud. Transaction authorisation, settlement and management with PAYware Ocius is delivered through a PCI DSS Level 1 certified payment processing infrastructure.

VeriFone's solution includes tokenisation, which eliminates the need to store sensitive cardholder details by replacing the card details with a unique reference code. 

Your credit card details are not held on our servers.

We accept the following payment methods:

MasterCard, Visa, Maestro, Visa CPC, Electron, Visa Debit, EDC/Maestro

 

How long will it take for my goods to arrive?

We aim to despatch all orders within 3 working days but please allow longer for busy periods. If you do enter special instructions for your goods to be left with a neighbour or to be left in a certain place on your property, Swansea City Association Football Club cannot be held responsible if your parcel is damaged or missing.

 

Do the products come with a guarantee?

Yes. All our products come with a "no quibble" 14 day money back guarantee with the exception of dvds and cds that can only be refunded if faulty or at the managers discretion. If you are not entirely satisfied with the goods you have purchased, please return them in their original condition.

 

How do I make a return?

If you wish to exchange merchandise or require a refund, please return the merchandise to

Cwmdu Clubshop

Unit 10

Cwmdu Inustrial Estate

Carmarthen Road

Swansea SA5 8JF

United Kingdom

by Registered Post/Recorded Delivery.

Postage is paid by the customer. We regret we cannot accept responsibility for any items which are not returned to us Registered Post/Recorded Delivery. For exchange or refund the items need to be accompanied by the receipt as proof of purchase. If items are unsatisfactory they must be returned within 14 days. All goods returned must be in good condition. We reserve the right to refuse to exchange or refund items that we consider to be damaged or that have not been treated in accordance with the instructions provided.

 

Will I receive confirmation of my order?

Yes. You should receive an e-mail confirmation which will include the telephone number you should call if you have any queries. You will also receive an email when we have dispatched your products or if they are ready to collect from one of our stores. If you do not receive an email please contact us immediately to check your order has been accepted.

 

Can I return personalised shirts?

Please ensure that the correct size of shirt is ordered as personalised shirts can only be refunded if the shirt is faulty. Swansea City Association Football Club cannot accept any responsibility if a player leaves the club or for unconfirmed/changed squad numbers. Personalised shirts relating to this issue cannot be refunded.

Please ensure correct details are entered as Swansea City Association Football Club is not responsible for any customer error.

 

Am I guaranteed to receive every item in my order?

If the item appears on our website, then it should be available for shipping. Unfortunately, we cannot guarantee that every item you request in your order will be available at the time we process your order. We update our stock levels regularly but it is possible that an item will appear to be available after it has sold out. Please accept our apologies in advance if we are unable to complete your order due to a stock issue. We will notify you by email if an item in your order is no longer available. Any remaining items in your order will be processed and dispatched. We can help you make an alternate selection or keep the item on file if available at a later date. Thank you for your understanding.

 

Terms of Use

Throughout this document "we", "us" and "our" refers to Swansea City Association Football Club and "you" refers to any visitor, returning visitor, or buyer to the swansdirect.com website.

Each time you access our website you are agreeing to our terms and conditions, whether you place an order for goods or not.

Whilst we make every effort to ensure that the content on the site is accurate and current, we give no guarantee that the content will be free from error. We exclude any liability for any errors and omissions on the site. The access or use of the contents of the website is entirely at your own risk. We do not make any representation or warranty of the information provided on the website and expressly disclaim any and all such warranties and terms in respect of any products, services, information or materials.

We do not accept liability for any consequential or incidental damages or for any other indirect, special or punitive damages whatsoever that arise out of or are related to the purchase or use of any products or services from the site through us (except liability for personal injury or death arising from negligence on our part).