FAQs
I forgot my password, what can I do?
No problem, it can happen! Go to the Login section and click on "Forgot your password?": you can set a new one in a few steps.
How do I delete my account?
We're sad to see you go! To request the deletion of your account, write to us at [email protected]: we will assist you as soon as possible.
How do I place an order on the Club Shop?
It’s easy! Just follow these steps:
- Go to the website www.clubshop.macron.com, select your Club, and log in or register your account
- Browse through the sections (Kit, Individual Kit Items, Merchandising, Other) or use the search bar to find what you need
- Select size and quantity for the products and, if available, add customizations (name, number, sponsor, logo). Click Add to cart
- Go to the cart (top right corner) and click on Proceed to checkout
- Enter your shipping and payment details. You’ll be asked for:
– Delivery address
– Delivery method
– Payment method (credit card, etc.) - Confirm your order. You will receive a confirmation email and, once the order is shipped, a link to track the delivery.
How can I choose the right size?
Check out our Size Guide. If you still have doubts, write to us: we will help you find the perfect size for you.
I haven't received the order confirmation email, what can I do?
Check your spam folder or verify that the email address you entered is correct. If everything seems to be in order and the email does not arrive, contact our Customer Service: we will be happy to help you!
Can I place an order by phone?
At the moment, orders can only be placed online, directly on our www.clubshop.macron.com website. If you need assistance, we're always here to help!
My discount code doesn't work, what can I do?
Check that there are no extra spaces and that upper/lower case letters are correct. If it still doesn't work, write to us: we will be happy to help you.
What payment methods do you accept?
We accept different payment methods, which may vary by country and Store. You can usually pay with Visa and Mastercard credit cards, but you'll find the full list at checkout.
The payment was unsuccessful. What can I do?
If you experience issues during payment, here’s what to do:
Check the information entered
– Make sure the card number, expiry date, and CVV are correct
– Ensure that the name on the card matches the one entered
Check card limits and available funds
– Make sure the card is enabled for online or international purchases
– Check that there are sufficient funds and no blocks on the card
Try the payment again
– Go back to clubshop.macron.com, access your cart, and try to complete the order again, either with the same card or a different payment method
Avoid repeated attempts in a short time
– Wait a few minutes between attempts to avoid automatic security blocks
If available, try paying in-store
– Some Club Shops allow you to pay at a Macron Store within 72 hours of placing the order
If the issue persists despite all this, contact support and provide:
– The email used for the order
– The time of the payment attempt
– Any error messages received
Email: [email protected]
Phone: find the contact number in the Contacts section of the website.
Can I pick up my order at my club’s location?
The delivery method is shown directly at the time of purchase on the website. Usually, the default option is home delivery
If you prefer to collect your order at the club’s location, we recommend contacting the sports club directly to check if there are any specific arrangements or pickup options available.
If you’re unsure, speak with your team’s representative — they’ll be able to give you all the information you need.
Can I modify or completely cancel my order?
You can modify or completely cancel your order only if the order status is “Processing - modifiable.” Not all orders are eligible for modification: if you see this status, it means you have 1 hour from payment confirmation to make any changes or cancellations on your own.
After this time frame, the order can no longer be modified or canceled.
How do I modify or cancel my order?
Log into your account and go to the “My Orders” section. Select the order and you will find two active options:
-
Cancel order
-
Change shipping address for home delivery
What changes can I make to the shipping address?
If you chose home delivery with online payment, you can change the shipping address.
If you chose in-store or club pickup, you cannot change the address (since shipping payment is not required). In this case, you can only cancel the order.
What happens after clicking “Modify” or “Cancel”?
After selecting one of the two options, you must confirm your choice by clicking the “Confirm changes” button that appears. If you don’t confirm, the change will not be saved.
Can I make multiple changes or cancellations?
No, you can make only one modification or cancellation per order. Also, once a change is confirmed, you cannot cancel the order anymore.
What happens if I cancel the order?
If you cancel the order, you will receive an automatic refund to the same payment method used for the purchase. You will receive a confirmation email with the refund details.
What if I chose payment in-store?
If you chose to pay in-store (pay in store), you cannot modify or cancel the order online.
You have 72 hours to complete the payment at the store. If you don’t pay within this time, the order will be automatically canceled.
What happens if I don’t modify or cancel the order within 1 hour?
After the 1-hour window expires, you will no longer be able to modify or cancel the order online. The order will be processed normally.
How can I check the status of my order?
-
Processing - modifiable: you have a 1-hour window to modify or cancel the order
-
Processing - window closed: you can no longer make changes; the order is being processed
-
Canceled: the order was canceled and cannot be modified
-
Closed: the order was refunded or completed
If you have any other questions or need assistance, please contact our customer service.
Where can I see the status of my order?
Log in to your account and visit the "My Orders" section. There you will find the link to track the shipment. If you need, please feel free to contact us.
How long does it take to receive my order?
Each of our products is made on request, with care and attention to every detail. This may take up to 21 days to prepare.
We will keep you updated by email on each step!
I have only received part of my order, is this normal?
Yes, it can happen if some items were in restock - and the information was visible when browsing the site. In that case, partial shipping is provided. If you are not clear about something, write to us: we will clarify everything together!
I received the wrong product, what can I do?
Oops, sorry for the mistake! Contact our Customer Service now and we will resolve the situation as soon as possible.
Can I return a custom item?
Unfortunately not. Personalised products are made specifically for you and, as stated in our Terms and Conditions (https://clubshop.macron.com/default/terms-and-conditions/), cannot be returned.
What is meant by customized product?
A customized product is made on request, following the specific instructions provided by the customer or the sports club.
It is created specifically for you, which is why it cannot be returned or exchanged, as per our Terms and Conditions.
Precisely because it is unique and tailor-made, it requires dedicated processing times and special attention at every stage.
Can I exchange an item purchased online in the store?
Items purchased on the online Club Shop cannot be exchanged in physical stores. For returns and exchanges, please follow the online procedure or contact us.
When will I receive a refund for my return?
As soon as our team has received and checked your return, we will process your refund within 14 working days. The amount will be credited to the payment method used for the purchase.
How can I find the item or kit I’m looking for on the Club Shop?
Go to the homepage of www.clubshop.macron.com and select your club.
Once inside the Club Shop, you can browse through product categories and use the available filters (size, kit, fabric, category, gender) to narrow down your search and quickly find what you’re looking for.
Are the prices fixed or can I get discounts?
The prices displayed on the Club Shop are established on the basis of specific commercial agreements with sports associations. While browsing, you will be able to view both the prices of individual products, and the price of kits (i.e. packages that include multiple items at an overall price).
For this reason, you cannot change prices or apply additional discounts.
