Frequently asked questions

How do I log in to my account?

• Go to the Login button at the top right hand corner of the page and select ‘Login’
• Enter your email address and password and select ‘Login’

How do I change my password?

• Log in to your account using your email address and password
• Proceed to your account and select ‘Account Overview’
• Go to ‘Change Password’, re-enter your old password and then select a new one

How do I change my shipping address?

• Log in to your account using your email address and password
• Proceed to your account and go to ‘Shipping Address’ to update

Can I purchase as a gift for a friend?

• Yes – simply add your friend’s name and address under ‘Shipping Address’ and proceed as normal
• All orders are sent without payment info

Do I need an account to order?

• No – when shopping choose ‘Add to basket’ or ‘Buy now’
• When checking out select ‘Continue as guest’

What are the benefits of opening an account?

• By opening an account you can
  • save your billing address and shipping address to make it quicker to place future orders,
  • plus we’ll keep a record of all your order information under My Account
  • set Direct Debit Mandate

How do I make a purchase?

• Select the item(s) you wish to purchase and click ‘Add to Basket’ (or ‘Buy now’ to go straight to checkout)
• Confirm quantity and whether you would like to purchase as a one off or a subscription
• Under ‘Order Summary’ select ‘Proceed to checkout’
• Confirm your shipping address and billing details and select ‘Place Order’
• You will receive a note letting you know your order has been successful, and a confirmation email with the details of your order.

How do I make an order with Direct Debit?

The direct debit payment option is only available for selected products.

• Select the item(s) you wish to purchase and click ‘Set up Direct Debit’
• Under ‘Order Summary’ select ‘Proceed to checkout‘
• Confirm your shipping address and billing details and select ‘Place Order’
• You will be redirected to GoCardless URL where you will need to enter your details.
• You will receive a confirmation email – ‘Your Reach Sport Shop payment confirmation‘ note letting you know your order has been accepted and needs to be processed.
• The order will be successfully processed after a successful charge from Direct Debit (Go Cardless), when you will receive a confirmation with the following subject – ‘Your Payment has been paid out‘.

How do I use a discount code?

• When you are ready to check out, before entering your card details first enter your code under ‘Have a promotional code?’
• Select ‘Apply’ and if valid the discount will be applied to your order – your new total will be shown under ‘Order Summary’
• Proceed with your order as normal

Why was my card declined?

• This could be happening for a number of reasons: your details may have been entered incorrectly, your card may have expired or your bank may not have authorised the transaction. We would suggest contacting your bank for further advice

Where can I find your terms and conditions?

• You can find our terms and conditions here.

How can I make a return?

• Please note returns can only be made within 14 days of delivery, and we must receive the item back within the following 14 days. Please contact enquiries@reachsportshop.com with your return request.

When will I receive my item?

• Delivery is subject to Royal Mail’s delivery service. All orders are sent second class and are usually dispatched within 5 working days (UK only).
• Preorders on books and magazines are sent the week of publication.
• Programmes ordered approximately 3/4 days before a game are collected from by the printers by Posthub before the match and are sent first class.
• Programmes ordered within 3 days of a game will be sent post match from our office via Royal Mail.
• Please allow 5 working days for UK deliveries.
• International orders can take around 14-21 days, subject to the region and customs.

Will I receive my programme before the game?

• Programme delivery cannot be guaranteed in time for matchday.
• Programmes ordered approximately 3/4 days before a game are collected from the printers by Posthub before the match and sent first class. Programmes ordered within 3 days of a matchday will be sent post match from our office via Royal Mail.
• Please allow 5 working days for UK deliveries.
• Programmes are only printed a couple of days before a game in order to keep the content up to date.

When do subscriptions start?

• Subscriptions start with the next available issue. Please allow 5 days before the next game to order a subscription – if ordered after this point, your subscription will start with the following game. For example, if you order a programme subscription on a Thursday ahead of a weekend game, it will not include the weekend programme and it will instead start with the following programme. Your first issue will shown in My Orders.
• Alternatively, you may choose your own future start date using the calendar provided. This must be a future date, subscriptions cannot be backdated.
• When your subscription is coming to an end, you will be sent an email reminding you to renew.

I have an error message when trying to order

• Please email us on enquiries@reachsportshop.com. If necessary, we will connect you with Piksel, our website support/hosts, for technical support to ensure we find a resolve.