FAQ

1- ORDERS

What payment methods are accepted?

We propose you several payment methods, completely secure:

• By credit card: Carte Bleue, Visa, Mastercard, Maestro;

• By Paypal.

For more details, we invite you to consult our GTC by clicking here: General Terms and Conditions of Sale article 9. 

I would like to purchase a ticket for a game or buy an annual subscription

Our online store is not dedicated to the sale of tickets or annual subscriptions but to the presentation of the textile and accessory collections of FC Girondins de Bordeaux.

However, you can obtain tickets or an annual subscription by clicking on the following link: https://billetterie.girondins.com/fr 

Can I reserve a product in store?

Reservation in the store is possible, within the limit of available stocks. We invite you to con-tact directly the store concerned: 

- Sainte-Catherine Boutique: 05 57 14 25 84;

- Megastore at the Matmut Stadium: 05 56 16 42 30.

I have received a defective product, with a defect, or not in accordance with my order

We apologize for this inconvenience. In this case, you can benefit from one of the legal guar-antees. We suggest you to consult our general conditions of sale, in order to know the detail of the applicable legal guarantees: GTC .

You must then return the product, along with the invoice and the return form, to the following address FULL LOGISTIQUE - Official FC Girondins de Bordeaux Shop, LIEU-DIT AU PETIT PIERRE Immeubles le KITE 137 rue Dauphine 33127 Saint-Jean-d'Illac.

You can complete the return form by clicking here: Return form. We take in charge the for-warding expenses. Depending on the return of the item, you can either ask for an exchange or a refund of the item.

I want to cancel / modify my order

• Order modification

As long as your order is not validated at the payment level, you can modify it at any time by clicking on "My basket" and make the desired changes.

Once the payment is validated, the transaction is recorded and you can no longer modify it online. You can then check the status of your order from your customer account. 

If the order is being processed, we invite you to contact our customer service (bou-tique@girondins.com), which will then make its best efforts to modify your order, if possible. 

On the other hand, if the order has been shipped, you will have to wait until you receive the items to return them, within 14 days of receipt, under the conditions provided for in Article 18 of the general terms and conditions of sale (Article 18).

• Order cancellation

You must first check the status of your order, from your customer account, in the "My Orders" section. You can also check its status directly with our customer service: boutique@girondins.com 

If the status of your order is "in preparation", please contact our customer service as soon as possible, which will then make its best efforts to cancel your order, if possible, and proceed with its refund, subject to the conditions set out in Article 18 of the general terms and conditions of sale (Article 18).

If your order has been shipped, no cancellation will be possible and you will have to wait to receive the items to carry out the return procedure, within 14 days following the reception, subject to the conditions provided for in article 18 of the general terms and conditions of sale (Article 18).

An error occurred during the payment of my order

We remind you that we only accept payments by credit card or Paypal. In this case, your order has not been registered and you will not be debited with any amount on your bank account. This error can have several causes:

• your bank details have been entered incorrectly;

• you have reached the maximum payment limit authorized by your account formula;

• your bank card or your personal code is no longer valid;

• your bank suspects fraudulent use of the card;

We invite you to contact your bank as soon as possible.

I want to offer a gift card

The online store gift card is not yet available, but will be very soon.

I need an invoice

For each order, we automatically issue an invoice, which is enclosed with each delivery. If you did not receive an invoice with your package, we apologize. You can then connect to your customer area to download the invoice for your purchase.

I wish to know the progress of my order

In order to follow the processing of your order, we invite you to connect to your customer account and to consult the heading "My orders". Your order may be "in process" or "shipped / delivered to the carrier". In any case, our customer service remains at your disposal for any question relating to the follow-up of your order (boutique@girondins.com).

2- DELIVERY

What are the delivery times?

Delivery times vary depending on the delivery method, the carrier and the geographical area chosen. We invite you to read our delivery policy, available by clicking here: Delivery policy. 

If you have chosen the standard delivery, the shipping time is generally 48 hours, except for personalized products, which require a preparation time of 72 hours.

Where do you deliver? 

We deliver to the address that you have previously communicated when ordering and, more generally, in metropolitan France, Corsica, Overseas and Europe. We also offer delivery in Points Relais, everywhere in France. We will soon offer parcel pick-up at the Ste Catherine boutique and the Megastore at the Matmut Stadium (on match days).

To know all the terms of delivery, we invite you to refer to our delivery policy, by clicking here: Delivery policy.

How much does a delivery cost?

Shipping costs vary depending on the shipping method chosen, from standard shipping, to the choice of a private carrier, as well as the geographical area.

For any order over 110 € including VAT, shipping is free.

In order to know the details of the delivery costs, we invite you to take you on the page " De-livery policy ", accessible here: Delivery policy.

What happens if I am not present at the time of delivery?

If you think you cannot be present at the time of delivery, we advise you first to opt for deliv-ery in relay point, you can withdraw your package within 10 working days.

If you have chosen a standard delivery (Colissimo): in case of absence, your package is dropped off at the post office where you live and a notice is left in your mailbox. You then have 10 days to come and pick it up, with the notice and your ID card.

If you have chosen an express delivery with Chronopost: in case of absence, a notice will be left in your mailbox and you will have to contact the carrier again to agree on a new delivery slot, failing which the package will be returned to us. For all the details concerning the deliv-eries, please click here: Delivery policy 

3- Returns

Can I exchange or return items purchased online?

In case of exercise of your right of withdrawal, or non-conformity of the product, you have a period of 14 days to return your order, with the return form, downloadable by clicking here : Return form, at the following address: FULL LOGISTIQUE - Official FC Girondins de Bordeaux Shop - LIEU-DIT AU PETIT PIERRE Immeubles le KITE 137 rue Dauphine 33127 Saint-Jean-d'Illac. 

Items must be returned with the original invoice, in their original packaging, in their entirety, clean and unworn, neither damaged nor deteriorated, in perfect condition for resale.

We inform you that we do not take back, exchange or refund personalized products, nor items which, due to their nature, cannot be taken back for reasons of hygiene and health protection, such as swimwear or underwear.

If you have any questions, you can refer to our returns, exchanges and refunds policy by click-ing here: GTC (Chapter 5).

How long do I have to return an item?

In general, you have 14 days to exercise your right of withdrawal, then another 14 days to return the products. In case of non-conformity, you have 14 days, following the reception of the order, to send back the products.

For more information, please consult our general terms and conditions of sale available here: GTC. 

Who pays for the return shipping?

In general, when you exercise your right of withdrawal, the costs of reshipment remain at your expense.

If you did not come to withdraw your package in Shop (soon possible), in Point Relais, or at your post office, and that the package was turned over to us, the expenses of forwarding of the order are with your load.

In case of non-conformity or defect of the product, duly proved, we take in charge the expens-es of forwarding. To know the details of the terms and conditions of return shipping, we invite you to consult our general terms and conditions of sale, accessible here: GTC.

4- Contact us

How do I contact customer service?

Our customer service is available: By email: boutique@girondins.com

Where is the Official Store FC Girondins de Bordeaux?

The Official Store FC Girondins de Bordeaux has two points of sale:

• Boutique Sainte-Catherine FC Girondins de Bordeaux - 77 rue Sainte-Catherine - 33000 BORDEAUX; From Monday to Saturday from 10am to 7pm (and some Sun-days during the holiday season)

• Megastore at the Matmut Stadium – Avenue de la Jallère – 33300 BORDEAUX; Open on match days

5- My account

I lost my password, what should I do?

If you have lost your password, you can follow this link to reset it:

Reset my password. If you have any problems, you can also contact our customer service de-partment at boutique@girondins.com.

How to create an account on the Site?

In order to create your account, you must go to the home page of our Site, then click on the "Login" icon, located on the top right. You can then create your account by entering your login and password. You can also subscribe to our newsletters to keep up to date with all the latest news about the Girondins team's products.