Discount codes (e.g. your birthday discount code or discount codes from the newsletter) can only be redeemed in the basket under 'Enter discount code' (only one discount code permitted per order).

Vouchers (e.g. print@home vouchers) can be used with payment methods under 'Do you have a voucher?'. If you have a number of vouchers, you can use them for payment in one order.

We only send out items by DHL international delivery to non-EU countries. We charge €40 for postage and packing. We ask you to check for additional customs duties to be paid.

Would you like to return an item? Then please complete the contact form at the end of the page and send it to us. But please note that returns from non-EU countries must be returned to us at your own expense.

Please include a photo if the item is faulty. In that case, you can return it to us free of charge.

After we have scanned the DHL tracking label, you can follow your delivery with the DHL tracking number. It can take up to 48 hours before the tracking link is live.

To check the status of your order, you can trace your delivery under 'My account'. Just log in with your Bayer 04 user account. If you are not registered you can also trace the delivery using the DHL tracking system.

If your order has already been dispatched, then you can just return it to us free of charge (does not apply to non-EU countries). If your order has not been dispatched, then you can cancel it within 14 days without giving reasons. Just send us a clear explanation via our contact form.

Please note: the right to cancel does not apply to ticket orders.  

That is not possible technically. We have automated the order process as far as we can to ensure you receive your order as soon as possible. Therefore we are unable to amend your delivery address after the order has been placed.

Simply place another order if you have ordered the wrong item. You can return the item originally ordered free of charge.

We have been working with our partner 004 GmbH for several months and we are able to send out fan merchandise from different locations. It is possible your order may be sent out in two packages. In that case you will receive two separate bills from us. You haven't received the second package yet? Don't worry, it will soon be with you.

If an item is not on the delivery note, then please contact us using the contact form below.

Please return the item to us free of charge using the address label included with your order.

Please make a note that the item is faulty on the returns label. We will refund you the purchase price after checking the defects. In the meantime you can reorder the item from our online shop. You do not have to return damaged goods to us - please just send us a photo of the defective item on the contact form below.

If you have not received the return or forwarding labels, please let us know using the contact form below quoting your order number. We will then send both to you.

You cannot return jerseys printed with a player or own name. That also applies when a player leaves the club or changes squad number during the season. This rule does not apply to faulty jerseys. 

Yes and no. Our colleagues will be happy to exchange the item like-for-like if you have ordered the wrong size and it is available at the Fanwelt. In general, if you want to return your order then please use the supplied shipping label.

We send out credit vouchers via email when we have received and checked the return. Depending on the payment method, it can take up to 15 working days before you see the credit on your account.

Items purchased in one of our Bayer 04 shops (e.g., in the Fanwelt) can only be exchanged on site. We do not accept goods purchased offline by mail. You can exchange the item for other items or a voucher within 14 days of the purchase date in the respective shop.
Please remember to bring your proof of purchase with you – without it, Bayer 04 may refuse to exchange the item.