If you are not completely happy with your purchase and would like to exchange the item/s we will change the products, with the exception of the following items;

  • Personalised goods
  • Books
  • DVD’s
  • Magazines/Programmes
  • Jewellery

Refunds/Exchanges will be given on items that are new and unused, which are sent back to us with proof of purchase within 28 days from the date of purchase.

All goods to be refunded/exchanged must be sent back by recorded delivery for your security as the Club will not take liability for lost parcels.

 All parcels must be sent back to:

Stoke City Mail Order,

Unit 17 Innovation Way,



ST6 4BF,

United Kingdom.


Alternatively, any refunds or exchanges can be processed at the bet365 Stadium Store located here.

If we feel the items returned to us are not of re-sellable condition, we reserve the right to refuse the refund.

Missing parcels or damaged goods must be reported within 72 hours of receipt, to report a missing package please contact our mail order team on 01782 592295 or contact