FAQ

Everything you need to know about MyJersey collectibles, delivery, pre-orders and returns. If your question is not here, contact us at store@fancollex.com.

The MyJersey collectible

Is the MyJersey a real shirt I can wear?

No. A MyJersey is a miniature collectible jersey inside a display case. It is a display piece, not clothing, and it cannot be worn.

• Size: 9.5 cm high x 9.1 cm wide, including the case
• Materials: vinyl, acrylic and biodegradable plastic
• Technology: Augmented Reality and NFC, via the FanCollex app

Every MyJersey is officially licensed by the club or federation it represents.

What sizes are available?

MyJersey collectibles are produced in a single size: 9.5 cm high x 9.1 cm wide, including the display case. Because they are miniature collectibles and not clothing, there are no S / M / L / XL options.

Are the products officially licensed?

Yes. Every FanCollex product is officially licensed by the club or federation it represents. Licensing guarantees authenticity and ensures the club is properly credited.

Can I have my own name or number on a jersey?

Unfortunately not. Because these are officially licensed products, our agreements with the clubs do not allow customisation with personal names or numbers. We are sure you are a great player, though.

My club is not available. Will you add it?

FanCollex only makes officially licensed products, so if you cannot find your club on our website, we are probably working on the licence. Send us your suggestion at store@fancollex.com and subscribe to our newsletter for updates.

Augmented Reality and the app

What is the Augmented Reality feature?

Each MyJersey unlocks Augmented Reality content in the FanCollex app. You can take photos with virtual football players and explore virtual spaces such as the stadium, the club museum, the team bus and the dressing room.

How do I access the AR experience?

Augmented Reality experiences are available in the FanCollex app, free to download on the Apple App Store (iOS) and Google Play Store (Android).

Some older devices may not be compatible. On Android, check the list of supported devices here. On Apple, the iPhone 6S/SE and the 5th generation iPad or newer should work.

Do all collectibles have AR?

All MyJersey collectibles are designed to include AR experiences. Some are still in development and are released progressively through app updates. Download the app to see what is already available.

What is the AI scanning feature?

The FanCollex app can recognise your collectibles from a photo taken with your phone camera and add them automatically to your personal digital collection, so you can keep track of everything you own.

Shipping and delivery

How long does delivery take?

Delivery time is made up of two parts: order processing and carrier transit. The estimates below are the total time from order to delivery, in business days, for items that are in stock.

• Portugal, Spain and Europe: 5 to 9 business days
• USA: 7 to 15 business days
• Rest of the world: 10 to 17 business days
• Canada and South America: 15 to 20 business days

Orders are processed in 3 to 5 business days before being handed to the carrier. All shipments include a tracking number.

Pre-order items follow the estimated dispatch timeframe shown on each product page.

These are estimates. Holidays, peak season, customs clearance and weather can affect them.

How much does shipping cost?

Shipping is calculated at checkout based on your destination and the weight of your order. Indicative starting rates:

• Portugal: from 4.25 EUR
• Spain: from 4.65 EUR
• Rest of Europe and UK: from 8.20 EUR
• USA and Canada: from 10.98 EUR, free on orders over 200 EUR
• Rest of the world: from 9.80 EUR

The exact amount is always shown at checkout before you pay.

Do you ship internationally?

Yes. We ship from Portugal to more than 150 countries worldwide.

How do I track my order?

Once your order is dispatched you receive a shipping confirmation email with your tracking number. You can track it on the carrier website or at 17track.net.

If you have not received a tracking number and your order was placed more than 5 business days ago, contact store@fancollex.com with your order number.

Will I pay customs duties or import taxes?

Orders shipped outside the European Union may be subject to import duties, VAT, GST or other charges set by your country. These are not included in the product price or shipping cost and are the responsibility of the customer.

We have no control over these charges and cannot estimate them, as they vary by destination. Express carriers such as UPS, DHL and FedEx may also apply their own brokerage or clearance fees.

What is a pre-order and when will it ship?

Pre-order before it is gone.

Some MyJersey collectibles are sold as pre-orders. The item is reserved for you and is not yet in our warehouse. Pre-order items are marked on the product page, and you can browse them all in our Pre-order collection.

Dispatch: 2 to 3 weeks from the date of your order. Normal transit time for your region is added on top, so the approximate total from order to delivery is:

• Portugal, Spain and Europe: 3 to 4 weeks
• USA: 3 to 5 weeks
• Rest of the world: 4 to 6 weeks
• Canada and South America: 5 to 6 weeks

Orders containing both in-stock and pre-order items normally ship together once all items are available. Once your pre-order leaves our warehouse you receive a shipping confirmation email with a tracking number. If there is a significant delay, we will email you.

A pre-order can only be cancelled before inventory has been allocated and before the order has entered production or processing. Your 14-day return period starts from the day you receive the product, not the day you ordered it.

The item shows no stock. Is it sold out?

Not necessarily. Many MyJersey collectibles remain available as pre-orders even when we have no units on the shelf. If the product page lets you add the item to your cart, it is available and will be dispatched within 2 to 3 weeks.

Browse everything currently available to pre-order in our Pre-order collection.

Cancellations, returns and refunds

Can I cancel my order?

Submitting a cancellation request does not automatically cancel your order. Requests are reviewed individually.

In-stock orders can normally be cancelled only before they enter processing. Once inventory has been allocated, the order has been packed, or a shipping label has been created, cancellation may no longer be possible and non-refundable shipping costs already paid may be deducted from a refund.

Orders that have already been dispatched and have a tracking number cannot be cancelled.

To request a cancellation, email store@fancollex.com with your order number as soon as possible.

What is your return policy?

You have 14 days from the date of delivery to request a return.

To be eligible, the item must be unused, in the same condition you received it, in its original packaging with all protective materials and inserts, and accompanied by proof of purchase.

Contact returns@fancollex.com before sending anything back. Returns sent without prior authorisation may be refused.

Return shipping costs are the responsibility of the customer, unless the return is due to our error (wrong item, damaged product or manufacturing defect). We recommend a tracked service, as we cannot be responsible for returns lost in transit.

We do not offer direct exchanges. To get a different product, return the eligible item for a refund and place a new order.

Which items cannot be returned?

Because these are collectibles, opening an item or removing it from its original sealed packaging can permanently affect its collectible value. The following cannot be returned unless faulty or where required by law:

• Opened collectibles where the original sealed packaging has been broken
• Personalised or custom-made products
• Gift cards
• Clearance or final sale items
• Items specifically marked as non-returnable

This does not affect your statutory rights.

My item arrived damaged, defective or incorrect. What do I do?

If your order arrives damaged, defective, incorrect or with missing parts, contact us within 48 hours of delivery.

The fastest way is our claim page: Report a damaged or incorrect item. It opens a pre-filled email so nothing gets missed. You can also write directly to store@fancollex.com.

Please include your order number, the email address used at checkout, and four photographs:

• the product, showing the damage clearly
• the packaging, the collectible box itself
• the shipping box, from the outside
• the shipping label, with the tracking number readable

The shipping box and label are what allow us to prove the damage happened in transit and claim it back from the carrier, which is what gets your replacement approved fastest. Where the issue is our responsibility, we replace the item or issue a refund at no cost to you.

Please do not return anything before you hear from us. Returns sent without prior authorisation may be refused.

Can I send photos of the damage in the chat?

Photos cannot be received through the chat on our website. Please send them by email to store@fancollex.com, or use our claim page at Report a damaged or incorrect item, which opens a pre-filled email ready for you to attach them.

A few tips that help us resolve your claim faster: use natural light and avoid flash reflections on the display case, take one wide photo of the whole item plus one close-up of the damage, make sure the tracking number on the label is readable, and send the original photos rather than screenshots so we can zoom in.

When will I receive my refund?

Once your return has been received and inspected, we notify you whether the refund is approved. Approved refunds are processed to your original payment method within 10 business days.

Your bank, PayPal or card issuer may need additional time before the funds appear in your account.

Shipping charges are not refundable unless the return results from our error or is required by law.

If something has gone wrong with your order, please contact us at store@fancollex.com before opening a payment dispute. We will always work with you to find a solution.

Still need help?

How do I contact FanCollex?

We are here to help:

• Orders, products and general questions: store@fancollex.com
• Returns and refunds: returns@fancollex.com
• Wholesale and retail: see our Wholesale page

Our team replies Monday to Friday, 10:00 to 18:00 (Lisbon time, WEST/WET). Messages received outside these hours are answered on the next business day.

FanCollex Global Unipessoal Lda., Praca Nuno Rodrigues dos Santos 7, 1600-171 Lisboa, Portugal. VAT PT517926229.