Newcastle United | Frequently Asked Questions

If your membership tier qualifies and you have signed up in time, you will usually receive an email containing a secret link to access the product or range on the day of early release. To access a locked page, you must be logged in to your online account on shop.newcastleunited.com that is linked to your Mags Membership account.

Early access is strictly only available to fans who qualify with an active membership at the correct tier, and who receive the link by email. This can only be used by the membership account holder. Abuse of this will result in your order being cancelled.

You can create an account with Newcastle United to save all your important information, such as orders, payments & delivery address. However, you can still purchase without an account.

No you don't need an account to purchase, you can use guest checkout if you prefer.

UK Standard Home Delivery. Typically takes up to 3-5 working days. Please be aware that personalised products will take an additional 2 working days due to their bespoke nature.

Express Delivery. Order before 2pm Monday-Thursday for Next Day Delivery and before 2pm Friday for delivery on Monday. If you order Saturday-Sunday your order will be delivered Tuesday. Please note, Bank Holidays may affect this service.

24/7 InPost Locker | Shop Collection can take up to 2-3 working days.

You can track your order using the unique tracking link sent by your chosen carrier.For international orders, please see your estimated delivery time on checkout. If you have additional questions about international orders please refer to our dedicated international FAQ section here. Please be aware that personalised products will take an additional 2 working days due to their bespoke nature.During peak periods, such as kit launches, delivery times may be longer due to increased demand. We really appreciate your patience during these periods as we endeavour to get your orders to you as soon as we can.

Free Standard UK Delivery for orders over £100.

If your order is under £100, Standard Home Delivery is £3.99. This service typically takes 3-5 working days. Please note that personalised items will require an additional 2 working days due to their bespoke nature.

Express Delivery - £4.99. Order before 2pm Monday-Thursday for Next Day Delivery and before 2pm Friday for delivery on Monday. If you order Saturday-Sunday your order will be delivered Tuesday. Please note, Bank Holidays may affect this service.

Free 24/7 InPost Locker | Shop Collection for orders over £100.

If your order is under £100, 24/7 InPost Locker | Shop Collection is £2.99. This service typically takes 2-3 working days.

For international orders, please see estimated delivery time and costs at checkout as costs and timings will change depending on your location. If you have additional questions about interntaional orders please refer to our dedicated international FAQ section here.

During peak periods, such as kit launches, delivery times may be longer due to increased demand. We really appreciate your patience during these periods as we endeavour to get your orders to you as soon as we can.

For UK orders, you can track the status using the unique tracking link you will receive from the carrier. If you haven't received one, it may be because the order hasn't been dispatched yet. Please note that personalised items will require an additional 2 days due to their bespoke nature.

For international orders, your items may be handled by a local mail service without a tracking number. However, if a trackable service is used, your delivery confirmation email will include a tracking link or you can track your order here. Typically, orders are delivered within 10-20 working days, but if it extends beyond, please allow up to 25 working days from the date of dispatch. Please note personalised items will require an additional 4 working days due to the nature of the product. If you have additional questions aout interntaional orders please refer to our dedicated international FAQ section here.

During peak periods, such as kit launches, delivery times may be longer due to increased demand. We really appreciate your patience during these periods as we endeavour to get your orders to you as soon as we can.

Unfortunately, we aren't able to deliver to PO boxes.

Unfortunately, it's not possible to cancel an online order once it's been placed. The best thing to do is to return the item to us once received. If you'd like further assistance, please contact our Customer Service team.

It's best if you first contact the carrier directly who should be able to help you. If you still need help then please contact our Customer Service team.

It's best if you first contact the carrier directly who should be able to help you. If you still need help then please contact our Customer Service team.

When you’re at checkout, select InPost from the delivery options and pick which locker or shop you’d like it delivered to. Easy peasy.

Yep, most of them are – these lockers don’t need much sleep. Check out the opening hours of your local lockers here.

You can find your tracking details in the InPost app, or check your inbox for an email from InPost where there’s a handy link to track your parcel.

InPost will send you an email and a text with your collection code. If you have the InPost app, your collection code will pop up on there.

Simply scan your QR code or enter your mobile number and collection code (sent to you via email and text). If you want a contactless pick-up, you can also
use the InPost app to open your locker remotely.

They sure can – just send them a screenshot of your QR code. Alternatively, they can use your collection code (sent to you via email and text) and mobile
number to grab your goodies.

We accept all major credit cards, including American Express, Visa, MasterCard and Maestro. You can also use Shop Pay, Apple Pay or Google Pay wallet payment methods for a faster checkout.

Yes all orders from the UK, both in-store and online, can be returned for free up to 30 days after purchase (in-store) or delivery (online) as long as the item is in perfect condition, in its original packaging and you have proof of purchase.

If you're not happy with your in-store purchase you can return it for free to the store, as long as the item is in perfect condition, in its original packaging and you have proof of purchase. Returns or exchanges can be made up to 30 days after purchase.

If you're not happy with your online purchase you can return it, as long as the item is in perfect condition, in its original packaging and you have proof of purchase. Returns can be made up to 30 days after delivery.

To return a UK order click here and for international orders click here.

We do not offer exchanges for online orders, please return your item, we will issue a refund and you can place a new order. For non-personalised items purchased in store, you will be able to exchange these in-store.

If your item is damaged or faulty, please contact our Customer Service team who will be able to help you and if possible provide a refund or new item to be sent to you.

Unfortunately, we can not accept returns for personalised products unless they are faulty or damaged. Please make sure you check your personalisation before placing your order to ensure you're happy.

Once a product has been printed to your specification with a player’s name, a personalised name and/or squad number unless the shirt is faulty we cannot provide a refund or exchange even if that player subsequently leaves the club or his/her squad number changes during their career at Newcastle United.

If your order is faulty or damaged, please contact our Customer Service team who will be happy to help you.

Online orders can be exchanged in store for an item of the same value or greater. Online refunds can't be carried out in store.

Unfortunately, we can not offer refunds on Castore items as we have now brought all retail operations under the club itself, our partnership with Castore has ended.

Those orders will continue to be managed fully by Castore. Newcastle United has no affiliation with Castore from this point, and as such, are unable to access any information to help you with your query.

We appreciate that this can be frustrating, but we would advise you to visit the Castore website and/or contact them directly about your query to get your issues resolved quickly.

You can track your international order here using your order number and email address.

For International Standard Delivery: the package may be handled by a local mail service without a tracking number. However, if a trackable service is used, your delivery confirmation email will include a tracking link or you can use the tracking portal found here (Insert tracking portal link). Typically, orders are delivered within 10-20 working days, but if it extends beyond, please allow up to 25 working days from the date of dispatch.

Please note personalised items will require an additional 4 working days due to the nature of the product. During peak periods, such as kit launches, delivery times may be longer due to increased demand. We really appreciate your patience during these periods as we endeavour to get your orders to you as soon as we can.

You can return your international order using our Returns Portal that can be found here. You can find more information on our Returns Policy here.

Recipients paying duty fees will vary depending on the market. Please consult your local custom website for further information.

You have up to 30 days from purchase to return any unwanted items, you can find our returns policy in full here.

VAT refunds are not applicable to international deliveries. However, for in-store purchases, international customers may qualify for a VAT refund through the Tax Free Shopping scheme if they buy the item in the UK from one of our stores and personally export it outside the EU. For more information, please consult one of our store associates.

If your order appears to be lost or has not arrived, please ensure you check the tracking link shared within your order confirmation. If you still need assistance please speak to our Customer Service team who will be more than happy to help you.

Unfortunately we're unable to accept Castore gift cards as our partnership with them has now ended. It's best if you contact Castore directly to understand where you can use your gift card.

We appreciate that this can be frustrating, but we would advise you to visit the Castore website and/or contact them directly about your query to get your issues resolved quickly.

We're not offering gift cards currently, but it might be something we introduce in the future, stay tuned.

We will offer discounts or promotions at certain points throughout the year. Subscribe to our newsletter to keep up to date on all the latest offers.

If the product you want to buy is out of stock in your chosen size, try not to worry.

When you view the product, you'll see a black "Notify me" button. All we ask of you is to fill in your first name and email address and press "Notify me".

Once you've done this, keep an eye on your inbox as we'll be in touch as soon as your chosen item is back in stock.

You can find size guides on all of our product pages. Just click 'Size Charts' and you can find more information on measurements and sizes. Please note fits will change for each brand and will vary year-to-year.

If you need more help or assistance, please contact our Customer Service team who will be happy to help you.

You can find washing and care instructions on the inner labels of all our products, but here are some general tips to ensure your items remains in top condition:

- Wash according to the care label instructions

- Wash with items that have similar washing instructions

- Turn items inside out to protect logos and prints

- Avoid using too much or too strong a detergent

Due to the bespoke nature of personalisation, please allow an additional 2 working days on top of standard delivery times for your personalised item to arrive.

During peak periods, such as kit launches, delivery times may be longer due to increased demand. We really appreciate your patience during these periods as we endeavour to get your orders to you as soon as we can.

Unfortunately, we can not accept returns for personalised products unless they are faulty or damaged. Please make sure you check your personalisation before placing your order to ensure you're happy.

Once a product has been printed to your specification with a player’s name, a personalised name and/or squad number unless the shirt is faulty we cannot provide a refund or exchange even if that player subsequently leaves the club or his/her squad number changes during their career at Newcastle United.

If your order is faulty or damaged, please contact our Customer Service team who will be happy to help you.

Profanity filters are used across our products to prevent offensive or prohibited terms being used.

Your personalisation can contain letters A-Z and numbers 0-9 or you can choose to personalise your shirt with any Men's 1st Team Squad Player.

There is a maximum name length of 12 characters and a maximum number length of 2 numbers. We don't offer any special characters outside of player names and personalised shirts must be personalised with both a name and a number.

Our flagship store is located at St James' Park opposite to The Strawberry Pub, just around the corner from STACK.

The address is: Newcastle United Club Store, Strawberry Place, Newcastle Upon Tyne, NE1 4ST.

Our Flagship Store opening hours are:

Monday to Saturday: 09:00 - 18:00

Sunday: 11:00 - 17:00

Yes, all Newcastle United stores will be open on matchdays.

Yes, all of our stores are accessible and our staff would be more than happy to provide any additional assistance you may need.

If you are not happy with your in-store purchase you can return or exchange it at one of our SJP stores. The item must be in perfect condition, in its original packaging and you have proof of purchase. Please note:

- Returns or exchanges can only be made up to 30 days after purchase.

- Online orders can be exchanged in store for an item of the same value of greater. Online refunds can't be carried out in store.

- Unfortunately, we can not accept returns for personalised products unless they are faulty or damaged. Please make sure you check your personalisation before placing your order to ensure you're happy.

We aim to have as many products as possible in our store. Please contact the store directly if you'd like to know more about a specific product.

Yes, all Newcastle United stores will offer kit personalisation. Please note that any item that is personalised cannot be returned or exchanged unless faulty.

Yes, all Newcastle United stores will offer kit personalisation.

Our stores accept all major credit cards and cash.

Please contact the store directly if you'd like to check the availability of a product.

Yes, any item purchased in the store on matchdays can be taken into the stadium, as long as it is either in a store bag, or a clear bag.

Unfortunately, we're not offering gift cards at the moment.

Any gift cards purchased under Castore will not be valid in Newcastle United stores. Please contact Castore if you have any further questions.

St James' Park: unfortunately, there is no parking at the Stadium itself but there are a number of car parks close by.

Any item purchased under the Castore run Newcastle Stores will need to be returned to a Castore specific store and will not be able to be returned to the Club run Newcastle stores.

As we have now brought all retail operations under the club itself, our partnership with Castore has ended.

As we have now brought all retail operations under the club itself, our partnership with Castore has ended. As such, we are unfortunately unable to help with any issues regarding orders placed prior to 29th May 2024.

Those orders will continue to be managed fully by Castore. Newcastle United has no affiliation with Castore from this point, and as such, are unable to access any information to help you with your query.

We appreciate that this can be frustrating, but we would advise you to visit the Castore website and/or contact them directly about your query to get your issues resolved quickly.

Unfortunately, we can not offer refunds on Castore items as we have now brought all retail operations under the club itself, our partnership with Castore has ended.

Those orders will continue to be managed fully by Castore. Newcastle United has no affiliation with Castore from this point, and as such, are unable to access any information to help you with your query.

We appreciate that this can be frustrating, but we would advise you to visit the Castore website and/or contact them directly about your query to get your issues resolved quickly.

Unfortunately we're unable to accept Castore gift cards as our partnership with them has now ended. It's best if you contact Castore directly to understand where you can use your gift card.

We appreciate that this can be frustrating, but we would advise you to visit the Castore website and/or contact them directly about your query to get your issues resolved quickly.