Frequently asked questions

Dear Customer,
due to the impact of the Corona pandemic on our operations, we are experiencing delays in responding to email enquiries.
We have listed the answers to frequently asked questions below and hope to help you in a timely manner.
If your question is not answered here, please be patient. We read all emails and answer all queries that are not covered by the FAQs.




1. How do I arrange a return within Germany?

You can print a label for free return shipping with DHL via our online shop. To do so, click the link: link . There you can create the return label. Please enclose the delivery note with the return and note whether you want an exchange or a refund. An exchange is only possible for items with the same value.




2. How do I arrange a return outside Germany?

Frank your return sufficiently and send it to the following address:

FC St. Pauli-Merchandising GmbH & Co. KG
Winsbergring 6
22525 Hamburg

Germany

We will refund return shipping costs up to 12€. Please include a note in the package stating what you paid for shipping.
Enclose the delivery note with the return and note whether you would like an exchange or a refund. Exchanges are only possible for items of the same value.




3. How can I redeem my coupon?

Please redeem the coupon only during the payment process and select the item "Pay total with coupon". Enter the coupon number and the amount of the coupon. Please note that you must also enter the digits after the comma. Currently, for technical reasons, only one coupon can be redeemed per order.




4. How do I get my discount as a member?

Enter your membership number in the personal comments field at the end of the order process. We will then reduce the invoice amount manually if the shop has not recognized you as a member.
Only when paying by “Sofortüberweisung” is it not possible for us to change the amount to be paid afterwards. In this case, please contact us by e-mail or telephone.
Items with fixed prices and items from the sale are excluded from discounts.




5. When will the autograph cards arrive?

We expect the autograph cards to be available in March. We will post the autograph card sets in the online shop as soon as they arrive.
We will collect and send requests for up to three autograph cards free of charge as soon as we can. To do so, send us an e-mail stating your autograph request and your address.




6. What can I do if I do not receive an order confirmation?

If you have entered your e-mail address correctly and have not received an order confirmation, this is an indication that we have not received your order. Currently, a few orders are not being transmitted. Our technical support team is aware of this and is working to resolve the issue.
Nevertheless, a payment reservation (in the case of "Sofort-Überweisung" a payment) is normally existing. A booking of the order amount is only triggered upon dispatch, i.e., the existing payment reservation expires if no package is sent. With "Sofort-Überweisung" a payment has already been initiated.
We have the option of creating your order manually and linking it to the payment reservation. To do this, we need the order number that can be found in the payment reservation. This starts with FCSP.
Send us your address details and information about the items you have ordered by e-mail or give us the details by phone (+4940/ 317874888).
Alternatively, you can place a new order online. We will then delete the existing payment reservation. This is not possible if you have ordered by "Sofort-Überweisung" (in this case we can arrange for a return transfer).




7. Are there delays in delivery for international shipments?

Currently, there are major delivery delays because of the Corona pandemic. Shipments to North America are particularly affected. The shipments remain in customs for a long time. In this case, there is no information update in between, i. e., it is not visible in the shipment tracking where the package is. Delivery times are usually 12 weeks.




8. Can I collect my goods from the fan shop?

Online orders cannot be collected from the fan shops. However, the fan shops do offer a door collection service. Send your order by e-mail directly to one of the shops:

Shop Millerntor: fanshop@fcstpauli.com
Shop Reeperbahn: fanshop.reeperbahn@fcstpauli.com

The fan shops do not have any sale items.