Close
You have no items in your shopping basket.
Search

Frequently Asked Questions

CONTACT

CAN I CONTACT THE SHANKLY HOTEL TO DISCUSS MY ORDER?

Unfortunately not, the Hotel staff will not be aware of your order and do not have access to the ordering system. The order processing team for the web shop are based off site. For all questions please contact us via the web shop http://officialshanklyshop.com/contactus or by emailing info@officialshanklyshop.com and we will reply within 24 hours during normal business hours.

CAN I CALL SOMEONE ABOUT MY ORDER?

Unfortunately not ALL web shop correspondence must be done by emailing info@officialshanklyshop.com or via the contact us page on the website http://officialshanklyshop.com/contactus your email will be answered within 24 hours during business hours.

DELIVERY

CAN I PICK MY ORDER UP AT THE HOTEL?

Unfortunately note, the stock is not held at the Hotel.

HOW MUCH WILL MY DELIVERY COST?

If you select delivery direct to your own address personal address costs are £6.95 for delivery within the UK, £14.95 to Ireland and Europe and £16.95 to the Rest of the World. Please note a tracked service is only available for deliveries within the UK not including Ireland. 

CAN I TRACK MY DELIVERY?

For deliveries within the UK not including Ireland you will receive tracking notifications via DPD once your order has been dispatched.

WHAT COURIER DO YOU USE?

For deliveries within the UK not including Ireland we deliver using DPD for all other areas Royal Mail.

HOW LONG DOES SHIPPING TAKE?

For UK deliveries not including Ireland, delivery is next day via DPD tracked service. Outside of this area we ship using Royal Mail please see the below guide for shipping time.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Collection from the Shankly Hotel Liverpool – Deliveries of orders placed online are made to the Shankly Hotel every Friday, and can be collected after 3pm

Delivery to UK Address -  Will be delivered within 3-5 days

** FOR EUROPEAN ROYALTY COLLECTION ITEMS DELIVERY WILL BE W/C 24.06.19 **

Delivery to Europe and Rest of the World – Will be delivered within 15-21 days

WILL MY PRODUCTS ARRIVE AT THE SAME TIME?

Yes your order will be shipped together, if the unforeseen occurs you will be notified by email prior to dispatch

ORDER CHANGES

CAN I CHANGE MY ORDER AFTER MAKING PAYMENT?

If you have made an error with your order please notify us via the contact us form on the webshop http://officialshanklyshop.com/contactus  clearly stating your order number within a 2 hour period and we will do all we can to make the changes required. Please note if your order is for personalised items and production has already started or the order has been processed through to production then, unfortunately, we would not be able to make a change to your order prior to dispatch. If an none personalised item and you would like to make a change to your order once received please follow the http://officialshanklyshop.com/how-to-return-to-us as shown on the website.

CAN I CHANGE MY SIZE AFTER RECEIVING MY ORDER?

Unfortunately, we can’t offer a replacement for alternative sizes on items personalised to you as per our terms and conditions on the website. The only time we can offer a change to personalised items is if you notify us swiftly after placing an order, before your order has been personalised to you. If it is a non-personalised item then please follow the how to return to us steps on the website http://officialshanklyshop.com/how-to-return-to-us

CAN I CANCEL MY ORDER?

You can cancel your order for any reason up to the point production has begun and any payments made shall be refunded in full within 28 days. For more information please see our Terms and Conditions or Cancellation Instructions Form.

Please note this right of cancellation does not apply to any goods that you have ordered which have either been made to your specification or personalised (e.g. with your name, logo or other personalisation) or which are sealed and are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

ORDER PROBLEMS

WHAT HAPPENS IF I HAVE BEEN SENT THE WRONG ITEMS OR ITEMS ARE MISSING WITHIN MY ORDER?

You must inform us via the contact us form within 72 hours of receiving an incorrect order confirming what items you want to return. Please follow steps on link  http://officialshanklyshop.com/how-to-return-to-us

Wild Thang Ltd c/o OFFICIAL SHANKLY SHOP
331-337 Derby Rd
Liverpool
L208LQ

If you inform us after 72 hours, we cannot accept returns.

WHAT HAPPENS IF MY ORDER / PACKAGE ARRIVES DAMAGED?

If your order is damaged please contact us via the contact us form

Please follow steps on link  http://officialshanklyshop.com/how-to-return-to-us

Wild Thang Ltd c/o OFFICIAL SHANKLY SHOP
331-337 Derby Rd
Liverpool
L208LQ

If you inform us after 72 hours, we cannot accept returns.

Once these items have been processed at our warehouse, you have the option of either a refund or a replacement item.

CAN I RETURN A FAULTY ITEM?

We promise to refund or exchange any items that are faulty within 30 days from the date of delivery. The faulty item will be inspected before refund/exchange to ensure it has been treated in accordance with the care instructions outlined on the item. A refund will not be issued if the item has been misused in any way and this has caused the fault. Please follow the steps on how to return to us  http://officialshanklyshop.com/how-to-return-to-us

For further information, please refer to our Terms and Conditions. Please include a copy of your delivery note/invoice in your package detailing which items are to be returned for a refund/exchange.

Please return your items to Wild Thang Limited Returns Department 331-337 Derby Road Bootle Liverpool L20 8LQ

Please note it is your responsibility to return any items to us. We recommend using a recorded service or acquiring proof of posting certificate. It can take up to 14 working days to process your return from the time it is received at the returns department.

If you are returning items for a refund because they are faulty we will refund you the price you paid for the item (including delivery charges) and any reasonable costs incurred by you in returning the item to us.

OUT OF STOCK

At times items may become out of stock due to demand, you will be notified within 48 hours if your order has been affected and the course of action you would like to take will be actioned.

PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments by debit & credit card.

HOW SECURE IS IT TO USE MY CREDIT / DEBIT CARD WITH ONLINE PAYMENTS?

Card details are sent directly to our card processing provider, encrypted using their SSL certificate. At no point in the ordering process are your card details stored by our website.

PROCESSES

WHAT BRANDING PROCESSES DO YOU USE TO APPLY LOGOS TO GARMENTS?

We use several processes to apply logos to garments:

EMBROIDERY - A logo or image is stitched on to a garment utilising an embroidery machine.

TRANSFER PRINT - An image is printed on to a specially coated transfer paper. The printed paper is then placed face down on to the fabric, heat is applied and the image is transferred to the fabric.

SCREENPRINT - Most commonly used to print logos on to clothing, the logo is applied using a screen that has been stretched on to a frame and to which a stencil has been affixed. The ink passes through the screen and the stencil determines the image that is printed.

GARMENT CARE

HOW SHOULD I CARE FOR MY GARMENT?

The garments should be ironed on the reverse, washed no higher than 40 degrees and should not be tumbled dried. 

ADMINISTRATION

WHAT IF I HAVE FORGOTTEN MY LOGIN DETAILS?

Please follow the ‘forgot my password’ instructions.

HOW DO I CHECK MY ORDER HISTORY?

Please login in to access your account and order history.

LEGAL

WHAT IS YOUR PRIVACY POLICY?

Click on the link to see our privacy policy.

WHAT IS YOUR COOKIE POLICY?

Click on the link to see our cookie notice.

WHAT ARE YOUR TERMS AND CONDITIONS?

Please click on the link to see our terms and conditions