FAQ

Questions & Answers

Here you will find an overview of the most frequently asked questions regarding placing an order, payment, shipping and returns in the BVB Online FanShop and many other topics.
Just click on the respective question to see the corresponding answer. Click again to close the question.

Choose one of the following topics:

1.    Service
2.    Order
3.    Login/registration
4.    Payment
5.    Shipping
6.    Returns
7.    System requirements
8.    Privacy policy & data security
 
 1.    Service

How can I contact the service team if I have a question?

We have listed the most important questions for you here. Can’t find a relevant answer? Then do not hesitate to contact us directly:
 
service@bvbonlineshop.com
 
Where can I submit praise or criticism about the BVB service?

Of course we are pleased about praise, but we also take your critical suggestions seriously and try to continuously improve.
Please send your messages to service@bvbonlineshop.com
 
 
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2.    Order

How can I order from the BVB Online FanShop?

1. Place the item you have selected in the desired size in the shopping cart by clicking on the button ‘Add to Shopping Cart’. Then continue to ’Checkout.

2. In the next step, you can log in with your BVB login data (e-mail address and personal password), register a new user or continue the order without registering as a ‘guest buyer’.

3. Then enter your billing and shipping address or check the provided data.

4. After that you can choose the desired payment method from our available payment methods. Here you can also enter a voucher code if you have one.

5. In the next step, check the details you have entered for the order under ‘Order overview’. If everything is correct, please clock on’send order’.

Once we have received your order, we will send you an email with the order confirmation with your order number.

 
Is there a minimum order value?

Our shop does not require a minimum order value. Your order qualifies for free shipping from 100, - €; £ 85; US$ 110; CNY 800; JP¥ 12000.
 

How can I view the item’s available sizes?

The stocks of our fan products are updated regularly and at short intervals. All items that are displayed in the BVB Online FanShop are usually also available.

If, in exceptional cases, you order an item that is shown as available but is in fact unavailable, we will inform you accordingly by e-mail as soon as possible.
 

Do sold out articles become available again later?

Items that are no longer displayed in the online shop are usually sold out and do not return to stock.
 

Is there an option to gift-wrap my order?

Unfortunately, we do not offer wrapping your order as a gift.
 

How can I be sure that BVB has received my order?

After placing your order you will receive an e-mail with your order confirmation shortly afterwards. If you have not received this automatic e -ail, please make sure that it has not ended up in your spam folder.

If you do not receive a message, we must assume that your order was not successful. Please contact our service team or place your order again if you wish.
 

Is it possible to cancel an order already placed?

The cancellation of an order is usually no longer possible once the order has been confirmed by us by e-mail. In order to deliver as quickly as possible, your order is processed directly.

However, you can easily return individual items or the entire order to us within 30 days of receipt. To do so, please use our Returns page http://admin.live.b2c.bvb.sportsandbytes.de/ruecksendung.

If you wish to exchange items, please place a new order. An exchange is not possible, because ‘return and place new order’ works faster for you.

For further information please contact our service team.
 

Can I change my order afterwards?

The changing of an order is usually no longer possible once the order has been confirmed by us by e-mail. In order to deliver as quickly as possible, your order is processed directly.

If you would like to exchange individual items or the entire order, you can conveniently return it to us within 30 days of receipt and place a new order.

To return a product to us, please use our returns page.

A direct replacement is not possible, because ‘return and place new order’ is a faster alternative for you.

For further questions please contact our service team.
 
 
Are there certain items that do not receive discounts?

Already reduced items, vouchers and textile finishing (flocking) are excluded from discounts.
 

Note on customs flocks:
Borussia Dortmund reserves the right not to print names and/or numerical codes on fan items that can be attributed to right-wing extremists, that are used by right-wing extremist parties or organisations or any that may be directly related to racism, nationalism or anti-Semitism.
 
 
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3.    Login/Registration

Do I need to register in order to be able to order from the BVB Online FanShop?

If you log in prior to placing an order you enjoy various benefits. You do not have to register however.

You can then conveniently log in with your e-mail address and your personal password with each order.

If you forget your password, you can request your password by clicking on the ‘Forgot password’ function.

If you have forgotten your password, you can have your password reset by e-mail under ‘Forgot password’ before logging in. For security reasons, please change your password the next time you log in. We recommend repeating this change regularly.

If you do not want to register, simply place your order as a ‘guest buyer’.
 

How can I register with the BVB Online FanShop?

To register, please head over to the ‘My account’ icon in the top right corner. Click on ‘register’ there, enter your data and follow the instructions.


Please note that you can only register once per e-mail address. You can use the  Forgot your password? -function to check whether you have already registered. Simply enter your email address and you will receive your password by email if you are already registered.
 

What do I do if I’ve forgotten my password?

If you have forgotten your password, you can have your password reset by e-mail under ‘Forgot your password?’ before logging in. For security reasons, please change your password the next time that you log in. We recommend repeating this change regularly.
 

What do I do if I have forgotten my e-mail address or my username?

If you have forgotten your e-mail address, write us your name, address and date of birth to service@bvbonlineshop.com. We will gladly assist you.
 

Why does my login not work?

If your login does not work, this could have various reasons: Your password may be incorrect or your data was incorrectly stored in the system. Registering your e-mail address multiple times can also lead to discrepancies when logging in.

Please explain your issue in an e-mail to service@bvbonlineshop.com and include your name, address and date of birth. We will gladly assist you.

 
How can I un- and subscribe from/to your newsletter?

To make sure that you are always informed about all campaigns and the latest news about BVB, we recommend you register for our newsletter. You can sign up for free on the homepage of the online shop.


And by the way: You can unsubscribe at any time via a link included at the bottom of the newsletter.


 
How can I change or delete my data?

You can change or update your data at any time after logging in.

For security reasons, only we can delete your account. To do so, please send an email to our service team including your name, address and date of birth.
 
 
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4.    Payment

Which payment methods can I use to pay in the BVB Online FanShop?

•    credit card (VISA, Eurocard (Mastercard) or American Express)
•    PayPal


Depending on the means of payment, when will my card be charged?

Paying by credit card:     At the time of order
Paying by PayPal:            At the time of order
 
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5.    Shipping

What are the shipping options and who will deliver my package?

Our orders are sent across Europe as a standard package with standard shipping by our delivery partner DHL. We ship outside of Europe using DHL Express.
 

How long is the delivery time?

We aim to process and ship all orders as quickly as possible. On average, your item is delivered 5-10 days after your order is received.

The delivery times may be longer for short-term promotions due to higher demand. All items that are affected are labelled as such in the item’s description.
 

What are the shipping costs when ordering?

From an order value over EUR 100.00 your order qualifies for free shipping.

For orders from Europe we charge a flat rate for shipping and handling in the amount of EUR 9.95 Euro, outside of Europe we charge EUR 19.95.


Can I track my order?

Yes, your tracking number (control number) will be sent to you by e-mail as soon as the package leaves our warehouse.
Once your order has been processed and shipped, you can check your delivery status using your DHL tracking number.
 

What can I do if I am not personally available at the time of delivery?

DHL will inform you about the upcoming delivery by e-mail once the package leaves our warehouse.

If the delivery is not successful, the parcel will be handed to a DHL/ Post branch for pick-up.

If that is not possible, the package will be returned to our warehouse and cancelled. A new delivery will then not take place and the refund of the purchase amount will be initiated (except orders with surname flocking).
 

What can I do if my parcel does not arrive?

The tracking number will be sent to you in advance by e-mail. At any time, you can use the tracking number to check the current status of the DHL delivery.

If you still cannot find your parcel, please contact our service team. We will gladly assist you.
 

What can I do if my parcel is damaged?

Please report any possible parcel damage to the DHL driver, if possible, and also submit a damage report to our service team.

This is especially important if your item is damaged or missing.

Please include your name, address and the order number (MAU-...) and ideally also send us photos of the damaged package.

Of course you can also return defective parcels directly back to us to get the order value refunded. To do so, please use the returns page.
 
 
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6.    Returns

When can I return an item?

If you do not like your ordered products, they do not fit or are not to your satisfaction for other reasons, you may make use of your right of cancellation within 30 days without giving reasons. The period begins on the day that you or the person you named came into possession of the item.

The timely dispatch of the cancellation suffices to meet the deadline. Further explanations and information on the right of cancellation, its terms and consequences can be found in the cancellation policy.


What warranty rights can you assert?

If the purchased goods have a defect, you are entitled to certain rights.

 You may:
•    demand subsequent fulfilment
•    withdraw from the contract or reduce the purchase price
•    claim damages or compensation for expenses incurred in vain

Right to subsequent fulfilment
In the event of a defect, the seller shall first of all be entitled to the right and the obligation of subsequent fulfilment. The seller may attempt to remedy the defect by repairing or subsequently delivering defect-free goods. You should set an appropriate deadline for the seller.

In general, you as a buyer may decide whether you prefer a repair or a subsequent delivery.
The seller may only reject the type of supplementary fulfilment (repair or subsequent delivery) chosen by you if this is associated with disproportionately high costs for him or is impossible.

Please note that all returned items must be in their original condition. If that is not the case, we reserve the right to not accept your returned item and to send the item to you again.

Please note that you may only return products to us that you ordered from us. Items that you have not purchased through us may only be returned to the respective shop while complying with the return deadlines that apply.

 
Are returns free of charge?

Yes, returns are free of charge for you as long as you use the DHL return form on our return site.

Using a different shipping provider is not possible from our side and may incur further costs for you.

 
What should I do if I would like to return an item?

Please use our returns site and complete the available form.


Can I exchange a returned item?

We do not offer a direct replacement. In order to get the alternatively desired article as quickly as possible, you can directly reorder it and return the unwanted item. The purchasing amount will be refunded once the item has been received.
 

What can I do if a damaged item was delivered?

The quality of all items is checked once again by our employees prior to dispatch. Nevertheless, should it occur that you do receive a damaged item, you can of course send a complaint to us.

Please use our returns site and complete the available form.
 
What do I do if an incorrect item was delivered to me?

If you receive an incorrect item, you can of course send a complaint to us. Please contact our service team in this case.

Of course you can also return the wrong item to us free of charge within the cancellation period. Please use our returns site and complete the available form.

 
How does the refund work for a return shipment?

As soon as your returned item arrives in our warehouse, we will check if all items are still in their original condition and the returned item is correct. If that is the case, we initiate your refund.

The amount will automatically be refunded to the account you specified when you placed your order. This cannot be changed due to security reasons.

Please note that depending on the payment method, the refund may take up to 14 working days.
 
 
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7.    System requirements

Which browser settings are optimal for displaying the BVB Online FanShop?

To ensure the correct display and functionality of the BVB Online FanShop, we recommend updating your browser to the following versions.

•    Mozilla Firefox versions > 38
•    Microsoft Internet Explorer >11 & MS Edge >12
•    Google Chrome versions > 29
•    Safari versions > iOS 8.1
•    Android versions > 4.4

To ensure an optimal display of our site, make sure that Java and JavaScript are activated in your browser.
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8.    Privacy policy & data security

Are the data entered in the BVB Online FanShop secure?

BVB Merchandising GmbH sees the protection of personal data as a top priority. BVB Merchandising GmbH undertakes to always treat your personal data in accordance with the provisions of German data protection laws, in particular the Federal Data Protection Act and the Telemedia Act.

1. SSL encryption

We use the industry standard Secure Socket Layer (SSL) throughout the entire BVB Online FanShop. This method allows us to encrypt all your data for your safety prior to any transmission to prevent any third party from gaining access. This way, we make every effort to ensure the confidentiality of your information, especially, for transactions in the BVB Online FanShop is maintained.
You can tell that you are on an encrypted page by the lock icon displayed to the right of the address bar in most browsers.
Certificate issued by: thawte Extended Validation SSL CA
Encryption protocol used: version 3.0
Public key exchange: RSA 2048 bits

2. Server security

We encrypt sensitive customer data using SSL certificates by thawte. We undertake every effort to keep our servers up to date by using or applying current security standards (e.g. firewall) in order to prevent any access by external parties, where possible.
Thanks to a comprehensive security and authorisation concept, your data cannot be accessed by employees of BVB Merchandising GmbH and service partners without special authorisation.
 

How does the BVB Online FanShop use the data that is provided?

BVB Merchandising GmbH uses the data provided by you on the BVB Online FanShop sites within the scope of the contractual purpose, in particular to process your orders, manage customer relations, deliver items and to process payments. For this purpose, BVB Merchandising GmbH may potentially share data with service partners (e.g. shipping companies and credit institutions).

BVB Merchandising GmbH exclusively uses your data for its own advertising and marketing purposes and for its own market research. It goes without saying that we treat all personal data confidentially and under no circumstances will we share your data with third parties for advertising purposes.

Further explanations and information on the subject of data protection and on the collection, processing and sharing of your personal data is provided in our Privacy Policy and in our General Terms and Conditions.
 

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