FAQ

FAQ

1. ORDER

  • How to place an order ?

To place an order on the site, start by finding your products using the menu or the search bar, select your size, choose your quantity and add them to the basket. Add a promotional code or a gift card if you have one and validate it. Then click on order and let yourself be guided through the steps of creating an account (if necessary), choosing the delivery method and finally the payment. In case of difficulty or doubt, do not hesitate to contact our customer service to obtain all the answers to your questions.

  • Can I change my delivery address ?

Once your order has been validated, it can no longer be modified. We invite you to contact customer service within 15 minutes in order to cancel your order and place a new one.

  •  I have not received my confirmation e-mail

We invite you to check your spam. If you still have not received an order confirmation e-mail 24 hours after the validation of your basket, we invite you to contact customer service to check if the order has been registered.

  • Where can I find the invoice for my order?

To retrieve the invoice for your order, go to your personal account. Enter your login information and click on the "My Orders" tab. There you will find your orders made on the site. Click on the "Invoice" link to access your invoice.

If you have placed an order as a guest, you can link your order to your account by entering the order reference in the "My Orders" tab.

  • How does a pre-order work?

Pre-ordered items are identified by the words "Pre-ordered item" in the product description and the approximate delivery date. The pre-order is made in the same way as a classic order, you must validate your order by proceeding to the payment. If your basket contains items in stock and in pre-order, you will receive your order in two stages. Firstly, the items in stock and secondly the items on pre-order. For more information, please contact our customer service.

  • How do I know if a product will be back in stock?

We replenish our stocks throughout the year. If you wish to be alerted when a product is back in stock, please enter your email address on the product page. You can also go to an OL store and you may find your item.

  • How can I personalise a product?

A customizable product has a customization block in its description. You can enter your desired text and/or number so that the personalisation is taken into account. When a surcharge is applied for the personalisation of a product, this is detailed above the "Add to cart" button. The personalisation of a product extends the delivery time by 48 hours.

The personalisation of a shirt cannot contain the official name and number of a player who is no longer under contract with the Club at the time of the order. Olympique Lyonnais reserves the right to refuse any order that is not in keeping with the club's image. For more information, you can consult our General Terms and Conditions by clicking here.

2. PAYMENT

  • What payment methods do you accept?

 The means of payment currently accepted are : Credit card, VISA, MASTERCARD, PAYPAL and MYOL.

  • Are the payments secure? 

In order to ensure the security of payments made online, we use the secure payment services of CM-CIC payment. These services integrate the SSL (Secure Socket Layer) security standard. Confidential data (the 16-digit bank card number, the expiry date and the cryptogram) are directly transmitted encrypted on the SIPS server without passing through the physical media of the Olympique Lyonnais server.

3. SHIPPING & DELIVERY

  • How do I track my order?

As soon as your order leaves our warehouse, we send you an email confirming the dispatch of your package with a tracking link allowing you to follow the delivery.  In order to follow the progress of your order, go to your personal account. Enter your login information and click on the "My Orders" tab. You will find your orders made on the site.  Opposite your order, click on the "Details" button, the page shows you the current status of your order and allows you to access the tracking of your order via the carrier.

  • What are the delivery methods? 

Orders are shipped by SO COLISSIMO and CHRONOPOST. The items are sent to the delivery address or to the relay point that the Customer has indicated during the ordering process. Packages are delivered to Metropolitan France, Corsica, the French Overseas Territories and a large number of foreign countries.

  • What are the delivery times?

Delivery in France : 

- Colissimo point relais: Delivery within 2 to 5 working days*.

- Colissimo home : Delivery within 2 to 5 working days*.

- Chronopost point relais : Delivery within 1 to 2 working days*. 

- Chronopost home : Delivery within 1 to 2 working days*.

- Pick-up in OL Store : Delivery within 4 to 7 working days*.

*All times are in working days, subject to availability of items, for Metropolitan France

Please allow 1 to 2 working days for delivery to Corsica.

CHRONOPOST: For all orders placed before 10am, Monday to Friday, delivery is scheduled for the following day before 1pm. Orders placed from Friday 10am to Monday 10am are delivered the following Tuesday before 1pm. This delivery option is only available for orders to be delivered in metropolitan France

For orders with items to be personalised, a maximum preparation time of 24 hours may be necessary. For pre-ordered products, the delivery time is calculated from the date of availability of the products. 

  • What are the delivery costs? 

Delivery in France: 

The Customer's contribution to the costs of logistical preparation and shipping is inclusive of VAT. Details of the costs are indicated in the "Delivery" section of the shop and on the order summary.

- Colissimo point relais: 4.90 € for orders under 69 € and free for orders over 69 €. 

- Colissimo domicile: 7.90 € for orders under 69 € and free for orders over 69 €.

- Chronopost point relais: 7.90 € for orders under 69 € and 4.90 € for orders over 69 €. 

- Chronopost home: €4.90 for orders under €69 and €10.90 for orders over €69. 

- Pick-up in OL Store: 2 € for orders under 10 € and free for orders over 10 €. 

International delivery: 

If the Customer resides abroad, the standard delivery charge varies according to the country of delivery and the weight of the package. These delivery costs are indicated when placing your order after the delivery address has been entered. Customs fees (the amount of which depends on the legislation of each country) may be requested from the Customer upon delivery. No refund of customs fees is possible.

  • Are in-store withdrawals possible?

In-store delivery takes place within 1 to 5 working days. You will be informed of the availability of your package by e-mail. Find all the information about our OL stores by clicking here. 

  • My order has been delivered but I haven't received my parcel.

After checking your mailbox, we invite you to contact your neighbours or your guardian. If the parcel is not in their possession, we invite you to contact the carrier in order to have more information. In case of difficulty, do not hesitate to contact our customer service to obtain all the answers to your questions.

4.RETURNS & EXCHANGES

  • What are the conditions for a return?

In the event of retraction or non-conformity (with the exception of hygiene products such as masks), products that need to be returned to the Official Olympique Lyonnais Store must be returned by the Customer within 30 calendar days of the date of receipt of the order, and under the following conditions

- In their original packaging;

- Complete (accessories, instructions, etc.);

- Clean and not worn;

- Not damaged or deteriorated;

- Accompanied by the corresponding original invoice.

In the case of a return for non-conformity, the Customer must also attach the reasons for the alleged non-conformity to the package. Items that are not returned within the time limits and under the conditions mentioned above will not be reimbursed or exchanged by the Official Store.

In particular, any item returned damaged, spoiled, incomplete or soiled and which has not been the subject of remarks or express reservations in writing by the Customer upon collection or receipt upon delivery by the carrier will be refused by the Official Lyonnais Store and will therefore not give rise to an exchange or refund. Returns must be sent to the following address

OL CUSTOMER SERVICE - RETURNS 10 Avenue Simone Veil 69150 DECINES CHARPIEU FRANCE.

  • How long does it take to return an item?

From the reception of your parcel, you have 30 days to return your items.

  • How to return one or more items?

The items must be returned by the customer, by downloading and printing the Colissimo return label directly from the "Product return" interface in the "My account" space. 

If you placed your order with a guest account, you can create an account on the online shop and link your order to it from the "Order History" interface. You can then enter your request from the "Product return" interface.

No return for refund in OL stores is accepted for orders made on the online shop. 

  • How to return a defective, damaged, missing or incorrect item?

Damaged items: 

If you have ordered a fragile item that is cracked or crushed, contact us with a photo of your damaged item so that we can advise you on the safest way to handle your return.

Faulty, missing or non-standard items:

If you receive an item that is faulty or does not conform to your order, please do not hesitate to contact our customer service department to get all your questions answered. We recommend that you keep a copy of the proof of postage in case of postal problems. We will refund your postage costs when we receive your returned package.

  • My order / item has been cancelled

If your order has been cancelled, this is usually due to a stock shortage. The items you have ordered can be very popular and it is possible that an item is out of stock just before you place the order. In rare cases, the stock cannot be updated in our system in time and the item will be cancelled. In this case, customer service will contact you to inform you of the cancellation of your order or item and proceed with the refund.

  • How long does it take to get a refund?

The Official Olympique Lyonnais Store undertakes to reimburse the sums it has collected within fourteen (14) working days by crediting the Customer's bank account corresponding to the bank card used for payment or by bank transfer.

  • Is there a charge for returns?

Returns are free of charge for all orders in metropolitan France via Colissimo, within 30 days of receipt of the order. 

  • Can I return flocked or personalised items? 

All products personalised at the request of the customer, such as shirts with personalised flocking, personalised training products, mugs and other personalised products, are neither exchanged nor refunded.

5. PROMOTIONAL OPERATION

  • What is the refund period?

The Official Olympique Lyonnais Store undertakes to reimburse the sums collected within fourteen (14) working days by crediting the Customer's bank account corresponding to the bank card used for payment or by bank transfer.

  • What are the terms of reimbursement in the case of commercial operations?

a. Flash sale or immediate discount

This operation allows you to benefit from an immediate discount on one or more specific items. The discount is valid in all participating Olympique Lyonnais shops and online (if applicable), on the dates specified in the promotion. The discount cannot be combined with any other promotion, anniversary coupon or special discount (including discount cards for Olympique Lyonnais employees, subscribers, licensees, etc.). As stated in the general terms and conditions of sale, the customer is entitled to use his right of withdrawal. However, this right cannot be applied to hygiene products (e.g. masks) or to personalised products. 

How will I be refunded if I return my discounted product?

The amount of the refund of the returned item will be equivalent to the total price including VAT of the product including the amount of the discount.

b. 2 products purchased = 3rd product free

This type of discount allows you to have one (the least expensive) item offered or discounted when you purchase (at least) the minimum number of eligible items indicated in the promotion, for the same checkout (one payment) made on the specified dates. Unless otherwise stated, the discount applies to purchases of items that are not discounted (the offer excludes items that are already discounted or to which another offer applies). The discount is valid in all participating Olympique Lyonnais shops and online (where applicable), on the dates specified in the promotion. It cannot be combined with any other promotion, coupon or special discount (including discount cards for Olympique Lyonnais employees, subscribers, licensees...).

Full or partial refunds can be obtained under this promotion by returning the eligible items, as appropriate, as well as the free item. We cannot process refund requests without all of these items. Except for applicable guarantees, the free item cannot be reimbursed or give rise to a credit note. The exchange must be for a similar item of equal or lesser value. In the case of a distance sale for which you exercise your right of withdrawal by returning one or more eligible items, the benefit of the discount conditional on the number of items purchased may be lost. In this case, Olympique Lyonnais will deduct from your refund the amount corresponding to the difference between the reduced price you paid and the normal unit price of the product(s) returned. This offer may be changed or withdrawn at any time at the discretion of Olympique Lyonnais. Your statutory rights as a consumer are not affected. 

How do I get my money back if I return my free product?

You were able to take advantage of the offer: 2 items purchased = 1 item free. The free item was the lowest priced item. If you wish to return the free product you will not be refunded the value of the product. If you return one of the other two products, you will only be refunded the difference between the value of the returned product and the value of the free product. When you return an item that has benefited from this offer, the offer is cancelled: the free product becomes due.  The refund is therefore made on a pro-rata basis so that the items you decided to keep are paid for.

Case 1: The item returned corresponds to the item offered (free)

The difference between the value of the free item and that of the second cheapest item is refunded.

- Example 1

- 1st item: 30 euros

- 2nd item: 20 euros

- 3rd item offered: initial value 10 euros

 The 3rd item is returned: 10 - 10 = 0 € no refund

Case 2: The returned item is a paid item

The difference between this item and the value of the free item is made so that the item that was free becomes "paid".

- Example 1

- 1st item: 40 euros

- 2nd item: 30 euros

- 3rd free item: initial value 10 euros

The 1st item is returned without a free item: the refund amount will be : 40 - 10 = 30 €

- Example 2

- 1st item : 40 euros

- 2nd item: 30 euros

- 3rd item free: initial value 10 euros

The 1st or 2nd item is returned with the free item: the refund amount will be :  30 + 0 = 30 € or 40 + 0 = 40 €.

c. Match outfit pack

This operation allows you to benefit from an immediate discount of 10 euros on the purchase of a match outfit pack (shirt, shorts, socks). The discount is valid in all participating Olympique Lyonnais shops and online (where applicable), on the dates specified in the promotion. The discount cannot be combined with any other promotion, birthday coupon or special discount (including discount cards for Olympique Lyonnais employees, subscribers, licensees...).

How do I get my money back if I return one of the products that make up the match outfit? 

If you wish to return a non-personalised product that is part of the match kit and you request a refund, Olympique Lyonnais will refund the value of the returned product minus the €10 discount you received when you purchased the pack. Olympique Lyonnais is entitled to refuse any return of a personalised product.

d. X€ offered from X€ of purchase

During your purchase in the Olympique Lyonnais shop or on the online shop, you were able to benefit from the offer: €X free from €X purchase. Following your purchase, you wish to return an item and request a refund. How do I get my money back if I want to be reimbursed for one of my purchased products?

Olympique Lyonnais will refund you the price of your item minus the €X offered.

Example: you bought 3 items of 50 / 20 / 30 euros. You have reached the sum of €100, therefore €20 is offered to you. The total amount to pay is therefore 80 euros. You wish to return the product worth €30 because you are not satisfied with it. Olympique Lyonnais will refund you the sum of 10 euros because we have deducted the sum of 20 euros offered from the value of the product, i.e. 30 euros.

e. Free delivery

When you purchased from the Olympique Lyonnais online shop, you were able to benefit from free delivery. Following your purchase, you wish to return one of your products and request a refund for reasons such as a change of mind. 

Who should pay the return delivery costs?

If the return is your fault, Olympique Lyonnais will refund the amount of your product minus the delivery costs incurred for the return of your product. However, if you make a return due to an error on our part (product not corresponding, size error compared to the order, damaged product, etc.), Olympique Lyonnais will pay the return shipping costs.

f. -X% extra

This operation allows you to benefit from an immediate discount on one or more specific items. The discount is valid in all participating Olympique Lyonnais shops and online (where applicable), on the dates specified in the promotion. The discount cannot be combined with any other promotion, anniversary coupon or special discount (including discount cards for Olympique Lyonnais employees, subscribers, licensees, etc.). As stated in the general terms and conditions of sale, the customer is entitled to use his right of withdrawal. However, this right cannot be applied to hygiene products (e.g. masks) or to personalised products. 

How will I be refunded if I return my discounted product?

The amount of the refund of the returned item will be equivalent to the total price including VAT of the product including the amount of the discount.

g. 1 order = 1 gift

When you ordered in the Olympique Lyonnais shop or online, you received a gift.  This gift product cannot be returned by the Customer, nor exchanged or refunded. The Seller will make its best efforts to ensure that the gift is suitable for the Customer. If the Customer wishes to return one or more products from his order, which enabled him to obtain the gift product, the Seller is entitled to demand the return of the entire order including the gift product.

h. 1 product X purchased = -50% on a product Y

This operation allows you to benefit from a 50% discount on a product Y as soon as you buy a product X. The discount is valid in all participating Olympique Lyonnais shops and online (where applicable), on the dates specified in the promotion. The discount cannot be combined with any other promotion, anniversary coupon or special discount (including discount cards for Olympique Lyonnais employees, subscribers, licensees...).

How do I get my money back if I return my discounted product?

If you wish to return your discounted product, Olympique Lyonnais will refund the value of the product, including the 50% discount.

How do I get my money back if I return my non-discounted product? 

If you wish to return your non-discounted product, Olympique Lyonnais will refund you the value of your product X minus the price you paid for your product Y (including the 50% discount).

- Example 1:

- 1st item X: 40 euros

- 2nd item Y: 20 euros -> Paid 10€.

The 1st item is returned: the refund amount will be : 40 - 10 = 30 €

- Example 2:

- 1st item X: 40 euros

- 2nd item Y: 20 euros -> Paid 10€.

The 2nd item is returned: the amount of the refund will be 10€.

i. 1 product X bought = 1 product Y offered

This operation allows you to benefit from a free product as soon as you buy a product X. The discount is valid in all participating Olympique Lyonnais shops and online (where applicable), on the dates specified in the promotion. The discount cannot be combined with any other promotion, coupon or special discount (including discount cards for Olympique Lyonnais employees, subscribers, licensees...).

How do I get my money back if I return my purchased product X?

If you wish to return your product X, the Seller is entitled to ask you to return the whole order. In addition, we will refund you the value of product X minus the value of the product offered.

How do I get my money back if I return my free product Y? 

The free product cannot be returned by the Customer, nor can it be exchanged or refunded. The seller will do its best to ensure that the product offered is suitable for the Customer.

- Example 1:

- 1st item X: 40 euros

- 2nd item Y: value of 20 euros but paid 0 euros

The 1st item is returned: the amount of the refund will be 20€ (Amount of the item X minus the value of the item Y)

- Example 2:

- 1st item X: 40 euros

- 2nd item Y : value of 20 euros but paid 0 euros

The 2nd item is returned: no refund is made

j. 1 order = 1 entry to a draw

When you placed your order, you reached the amount of X€, this order allowed you to participate in a draw organised by Olympique Lyonnais. Olympique Lyonnais reserves the right to verify, at the time of the draw, that all the conditions of participation have been met by the Customer. Any customer who wishes to return a product from their order that enabled them to participate in the draw may be removed from the list of participants. If, at the time of the draw, Olympique Lyonnais finds that the winner does not meet all the conditions, the seller reserves the right to proceed with a new draw.

k. -20% off from X€ purchase

During your purchase in the Olympique Lyonnais shop or on the online shop you were able to benefit from the offer: -20% from X€ of purchase. Following your purchase, you wish to return an item and request a refund. Olympique Lyonnais will reimburse you the price of your item minus the twenty (20) percent.

- Example: you bought 3 items of 50 / 20 / 30 euros. You have reached the sum of €100, therefore €20 is offered to you. Total amount to pay = 80 euros. You wish to return the product worth 30 euros because you are not satisfied with it. Olympique Lyonnais will reimburse you the sum of 24 euros because we have deducted 20% from the value of the product, i.e. 30 euros.

l. 1 item = -10% on the order // 3 items = -20% on the order //5 items = -30% on the order 

During your purchase in the Olympique Lyonnais shop or on the online shop you could benefit from the offer: 1 item = -10% on the order // 3 items = -20% on the order //5 items = -30% on the order. Following your purchase you wish to return an item and ask for a refund.  Olympique Lyonnais will reimburse you the price of your item minus the percentage applied to your purchase.

- Example: you bought 3 items of 50 / 20 / 30 euros. You have reached the sum of €100, therefore €20 is offered to you. Total amount to pay = 80 euros.

You wish to return the product worth 30 euros because you are not satisfied with it. Olympique Lyonnais will reimburse you the sum of 24 euros because we have deducted 20% from the value of the product, i.e. 30 euros.

m. Pre-order

Olympique Lyonnais offers you the possibility of pre-ordering certain articles when they are mentioned. The seller offers the Customer the possibility of cancelling the pre-order 14 days after the pre-order has been placed and as long as it has not been dispatched. The Customer has a right of withdrawal of 14 days from the physical receipt of the goods. However, the Customer may not return a personalised product or a hygiene product.

n. Birthday coupons

On the occasion of your birthday, you have received a birthday coupon. You wish to use this birthday coupon during its validity period. This coupon will give you a discount on the total amount of your purchase.

How do I get my money back if I want to return a product to which the birthday coupon has been applied? 

If you wish to return a product from your purchase on which your birthday coupon has been applied, Olympique Lyonnais will refund the value of your product minus the amount of the birthday coupon. Olympique Lyonnais will not issue you with a new birthday coupon.

6. ACCOUNT & MYOL

  • Do I need to create an account to buy from you?

No, you do not need to open an account to place an order. If you place an order without registering using "Guest Order", your details will not be stored by and you will have to re-enter them when you place your next order. Please also note that access to account information and order status is only available online to registered users.

  • How can I modify my personal data? 

In your customer account, click on "OL customer area", once there you can change your name, address, telephone number, e-mail address and password.

  • Forgotten password 

On the login page of your account, you can use the "forgot password" function to reset your password. To do so, please enter your e-mail address or registered user name and click on "Submit". You will then receive an e-mail that will allow you to reset your password. Alternatively, you can retrieve your password by selecting option 2 "I don't know this data". You will then be asked for your personal information allowing you to access your account again.

  • How do I use a promotional code?

If you have received a promotional code, you can use it in your shopping cart before finalizing your order and benefit from your discount or gift. Insert your promotional code in the "Promotional code" zone and validate to apply it. A message will inform you that it has been taken into account and a discount line will then be visible above your order total. 

  • My promotional code does not work 

If your account does not work, remember to check that no characters have been added to the code (spacing, etc.) and that the conditions of the code are respected (time limit, minimum amount, product category, etc.).  If the code still does not work, please contact our customer service.

  • MYOL loyalty program

The MYOL loyalty programme allows you to benefit from services and advantages according to the number of points you have accumulated. These points can be converted into a promotional code to get free products. To find out more about the benefits of the MYOL loyalty programme, you can click here 

Subscriber benefits 

Subscribing supporters of Olympique Lyonnais benefit from a 10% discount on the entire Olympique Lyonnais shop during the current season. The 10% discount is automatically applied to the price of products when you are logged in to your customer account. 

7. OTHER

  • How to contact customer service?

If you have any questions about the online shop, our products or your order, please do not hesitate to contact our customer service.

- By e-mail: serviceclient@ol.fr

- By phone: 0892.69.69.69 (0,05€/min) - Monday to Friday from 10am to 6pm

- By post: OL Customer Service - 10 Avenue Simone Veil 69150 Décines-Charpieu

  • How to leave a review?

Following your order, you will receive an e-mail from the Trustpilot platform asking you to leave a review following your purchase. To leave a review, you can click here 

  • Do you have a size guide?

You can find our size guide by clicking here