In our frequently asked questions section, you will find the answers you need to your queries.

I'm a Bético

If you are a Bético, access your customer profile and activate your 10% discount in the shopping cart. Promotion cannot be combined with other discounts or customization.

If you are not yet a Bético and want to join our great club, visit our membership space and sign up. https://socios.realbetisbalompie.es/soy-betico

Orders

How can I place an order?

1. Shopping on the Real Betis Balompié online store is very simple. Follow these steps to place your first order with us.
2. Find the item you want to buy, and in the product details, click the "add to cart" button.
3. Review the items you have added to your cart; you can modify it as many times as you want (from including or removing products to customizing them or changing sizes).
4. Fill in your details.
5. Choose the shipping method.
6. Finalize your purchase by logging in with your account or registering with Real Betis Balompié.
7. You will receive an order confirmation email.
   

How can I see what is in my cart?

Access it easily and simply by clicking on the cart icon in the top menu of the page, where you can make any changes you want before starting your purchase (review the price, choose units, confirm sizes, customize a product, or remove it from the cart).
Please note that we cannot guarantee the stock of items you have in your shopping cart. For this reason, if any of them run out, we will inform you in that section.

How can I track my order?

When the order leaves our warehouse, we will send you an email with the courier information and tracking for your order. Additionally, the courier will send you notifications during transit, until delivery.

You can also access this information from the Orders section in your account.

How do I confirm that my order has been processed?

Upon finalizing your purchase, we will send you an email with your order confirmation.

Can I cancel my order?

Once your order has been processed, you cannot cancel it. Check under what terms you can request a return of items once you have received your package.

What happens if a product is out of stock?

If one of the items in your order is out of stock, we will notify you by email and refund the amount using the same payment method you used for the purchase. Take the opportunity to leave your details in the product stock alert to be notified when we have stock again.

How can I add items to my cart?

1. To add a new item: choose the product, define the quantity and size (if necessary), and click the "add to cart" button.
2. Click "continue shopping" to add more products to your cart without losing your selected items. When you are finished, click the "checkout" button to complete the purchase.
3. If you wish to increase or reduce the number of units of a specific product, you can do so directly from the cart itself using the + or – buttons until you have the desired number of items. Once the change is made, the price will adjust proportionally.

How do I know my size?

Find your size with the Size Guide on the product pages you are viewing.

Can I request an invoice for my purchase?

To receive the invoice for your purchase, you must request it via the following email: customer@realbetisbalompie.es, including the order number and tax details to issue the invoice.

Do the products include VAT?

All items published on the Real Betis Balompie online store include VAT. In accordance with European Union member laws, we are required to charge VAT on all orders shipped within the European Union.

Can I make changes to an order?

We are sorry, but we cannot modify an order or shipping information once it has been placed, as order processing is automatic.

Depending on the status of the order, there is a possibility that we can cancel the shipment of your order.

I have placed an order but have not received confirmation. Is the order confirmed?

First, check your spam folder. If you do not find the order confirmation there, it may not have been registered correctly.
If you have successfully made the payment, please check your customer account to see if the order has been generated or contact us by email at customer@realbetisbalompie.es

Shipping and delivery

What is the shipping time?

Once an order is placed, the minimum preparation time in our warehouse is 24/48 business hours. Delivery times are always communicated as approximations, although we will put all our efforts into doing so as soon as possible.

• Spanish Peninsula/Balearic Islands: 5 to 7 business days.
• International: 7 to 9 business days.

*Please note that personalized orders with printing may have a longer delivery time. In Spain, the usual period is 7 to 9 business days.

Orders containing pre-order items will be sent in full on the delivery date indicated for the pre-order item.

During periods of high demand, holidays, and promotions (such as Black Friday or Cyber Monday), delivery times may experience delays.

Can I track my order?

Yes, as soon as we ship your order, you will receive an email with the invoice and the courier's tracking number.

What are the shipping options?

Shipping options may be modified by the type of home delivery or pickup point once we have managed the dispatch of the order with the courier. You will receive delivery information from the courier and you can change the delivery type to a pickup point if you require.

If the order has been shipped but not collected by the customer, the return shipping costs will be deducted from the order.

Payment Methods

How can I pay for the order?

We currently have the following payment methods available:

• Visa/Master Card
• American Express
• Maestro
• Shopify Payment
• Google Pay
• Apple Pay
• Bizum
• Union Pay

Installment payment

Choose to pay at your own pace in the installments that suit you best for a fixed monthly fee. With just 5 pieces of information and instant approval.

No paperwork and no document uploads. Easy, fast, and secure. Choose seQura as your payment method and select the number of installments when finalizing your order. Enjoy your purchase and pay comfortably. Your payments will be made automatically each month.

When is the order amount charged?

The order is charged at the time of purchase. If you have made the purchase with a credit card, you will see it reflected in your credit card statement.

Are the payments reliable?

Yes, payments are encrypted through the payment gateway. At no time do we hold or save card information. Cards stored in our online store are tokenized, making it impossible to obtain their data at any time.

What happens if there is a payment error?

Common errors are:

• Problem with the card balance
• Error entering card numbers.
• Expired card
• 3D Secure verification error
• Card not accepted by our payment gateway.

I am having trouble processing the purchase. What can I do?

Try using a different browser, preferably Google Chrome, Safari, or Mozilla Firefox. If this does not help, it may be a technical fault. Therefore, we would appreciate it if you could report it to us so we can resolve the problem and help you complete your order.

Returns and exchanges

What is the maximum period to manage a return?

The maximum period for returns is 30 calendar days from the date of purchase.

What are the requirements for returns?

We will accept a return as long as the product has not been used and the tags are still attached.

Which products cannot be returned?

Personalized products, those with printing, or with custom printing.

When will I receive the refund?

When your return is registered in our warehouse, we will process it and refund your money as soon as possible. Please note that it may take up to 14 days from the time we receive your package until the refunded money appears in your account. In the event that return costs are incurred, they will be deducted from the amount to be refunded.

How much does a return cost?

• Spain (Peninsula): €2.90 (Correos/Correos Express)
• Spain (Balearic Islands): €3.50 (Correos Express)
• Portugal: €3.50 (Correos Express)
• Other destinations: managed by the customer
  

Can I exchange an item?

Yes, provided you are within the return period and your order was delivered in Spain (Peninsula and Balearic Islands). You can exchange the item for another of the same or lower value. The cost of this service is free.

Contact us

For any other query, do not hesitate to contact us by sending an email to customer@realbetisbalompie.es