{"id":232729,"date":"2022-09-01T12:36:03","date_gmt":"2022-09-01T11:36:03","guid":{"rendered":"https:\/\/tienda.elchecf.es\/?page_id=232729"},"modified":"2026-11-06T11:31:38","modified_gmt":"2026-11-06T10:31:38","slug":"preguntas-frecuentes","status":"publish","type":"page","link":"https:\/\/tienda.elchecf.es\/en\/preguntas-frecuentes\/","title":{"rendered":"Frequently asked questions"},"content":{"rendered":"<section class=\"section\" id=\"section_217859428\">\n\t\t<div class=\"section-bg fill\" >\n\t\t\t\t\t\t\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\n<div class=\"row\"  id=\"row-171818099\">\n\n\t<div id=\"col-332956338\" class=\"col small-12 large-12\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<div class=\"container section-title-container\" ><h1 class=\"section-title section-title-center\"><b><\/b><span class=\"section-title-main\" >frequently asked questions<\/span><b><\/b><\/h1><\/div>\n<h3 class=\"accordion_title\">Orders<\/h3><div class=\"accordion\">\n\t<div id=\"accordion-1113101487\" class=\"accordion-item\">\n\t\t<a id=\"accordion-1113101487-label\" class=\"accordion-title plain\" href=\"#accordion-item-1.-\u00bfc\u00f3mo-puedo-saber-si-he-realizado-mi-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-1113101487-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>1. How can I tell if my order has been placed?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-1113101487-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1113101487-label\" >\n\t\t\t\n<p>Once your order has been placed, you will receive a confirmation email confirming the order and your order number.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-3347010002\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3347010002-label\" class=\"accordion-title plain\" href=\"#accordion-item-2.-%20no-me-ha-llegado-la-confirmaci\u00f3n-del-pedido,-pero-s\u00ed-me-han-hecho-el-cargo.-\u00bfqu\u00e9-puedo-hacer?\" aria-expanded=\"false\" aria-controls=\"accordion-3347010002-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>2. I haven't received the order confirmation, but I have been charged. What can I do?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3347010002-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3347010002-label\" >\n\t\t\t\n<p class=\"translation-block\">If you have not received the order confirmation email, please contact us (<a href=\"https:\/\/tienda.elchecf.es\/en\/my-account\/soporte\/\" target=\"_blank\" rel=\"noopener\">Support\/Help<\/a>), attaching a screenshot of the bank charge and your order details.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-1093353106\" class=\"accordion-item\">\n\t\t<a id=\"accordion-1093353106-label\" class=\"accordion-title plain\" href=\"#accordion-item-3.-\u00bfde-qu\u00e9-formas-de-pago-dispongo-en-la-tienda-online?\" aria-expanded=\"false\" aria-controls=\"accordion-1093353106-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>3. What payment methods are available in the online store?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-1093353106-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1093353106-label\" >\n\t\t\t\n<p class=\"translation-block\">You can pay by credit or debit card, Visa or Mastercard. By contacting us (<a href=\"https:\/\/tienda.elchecf.es\/en\/my-account\/soporte\/\" target=\"_blank\" rel=\"noopener\">Support\/Help<\/a>) you can also pay by bank transfer.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-115801328\" class=\"accordion-item\">\n\t\t<a id=\"accordion-115801328-label\" class=\"accordion-title plain\" href=\"#accordion-item-4.-\u00bfc\u00f3mo-puedo-obtener-mi-descuento-de-abonado-o-simpatizante,-o-cualquier-otra-promoci\u00f3n?\" aria-expanded=\"false\" aria-controls=\"accordion-115801328-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>4. How can I get my season-ticket holder or club member discount, or any other promotion?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-115801328-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-115801328-label\" >\n\t\t\t\n<p>You can get the season-ticket holder or club member discount by entering your season-ticket or membership number in the coupon box; the same applies to any other promotion or discount.<\/p>\n<p><em>*Discounts and promotions cannot be combined, and once payment has been made no discount will be applied to your order.<\/em><\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-1666714542\" class=\"accordion-item\">\n\t\t<a id=\"accordion-1666714542-label\" class=\"accordion-title plain\" href=\"#accordion-item-5.-\u00bfc\u00f3mo-obtener-la-factura-de-mi-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-1666714542-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>5. How do I get the invoice for my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-1666714542-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1666714542-label\" >\n\t\t\t\n<p class=\"translation-block\">When you receive the order confirmation, the invoice is included in the same email. If you cannot download it or the invoice is not attached, you can request it via <a href=\"https:\/\/tienda.elchecf.es\/en\/my-account\/soporte\/\" target=\"_blank\" rel=\"noopener\">Support\/Help<\/a>.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-851137753\" class=\"accordion-item\">\n\t\t<a id=\"accordion-851137753-label\" class=\"accordion-title plain\" href=\"#accordion-item-6.-\u00bfqu\u00e9-opciones-tengo-para-obtener-mi-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-851137753-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>6. What options do I have for receiving my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-851137753-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-851137753-label\" >\n\t\t\t\n<p>You have the following options for receiving your order<\/p>\n<p>&#8211; Store pickup. You will be notified by email when your order is ready; pickup hours are Monday to Friday, 10:00\u201314:00 and 16:00\u201319:00 at the Stadium Store. To collect your order you will need to show your ID (DNI).<\/p>\n<p>&#8211; Delivery. Your order will be sent to the delivery address given, you will receive the tracking number by email so you can follow your order, and the courier will contact you before delivering it.<\/p>\n<p>&#8211; Post office pickup. Your order will be sent to the post office or pickup point chosen in your order, and you will receive the tracking number by email so you can follow your order. To collect your order you will need to show your ID (DNI).<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-673726194\" class=\"accordion-item\">\n\t\t<a id=\"accordion-673726194-label\" class=\"accordion-title plain\" href=\"#accordion-item-7.-\u00bfc\u00f3mo-puedo-saber-el-estado-de-mi-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-673726194-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>7. How can I check the status of my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-673726194-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-673726194-label\" >\n\t\t\t\n<p>Any change in the status of your order will be notified to you by email.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-4036271331\" class=\"accordion-item\">\n\t\t<a id=\"accordion-4036271331-label\" class=\"accordion-title plain\" href=\"#accordion-item-8.-\u00bfcu\u00e1les-son-los-plazos-de-entrega-de-mi-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-4036271331-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>8. What are the delivery times for my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-4036271331-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-4036271331-label\" >\n\t\t\t\n<p>Store pickup orders will be ready for collection from the second working day; you will be notified by email when you can come and collect them.<\/p>\n<p>Orders for delivery will reach the agreed address within 2 to 7 working days; orders outside mainland Spain may take up to a maximum of 15 days.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-261301906\" class=\"accordion-item\">\n\t\t<a id=\"accordion-261301906-label\" class=\"accordion-title plain\" href=\"#accordion-item-9.-\u00bfqu\u00e9-ocurre-si-mi-pedido-est\u00e1-incompleto?\" aria-expanded=\"false\" aria-controls=\"accordion-261301906-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>9. What happens if my order is incomplete?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-261301906-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-261301906-label\" >\n\t\t\t\n<p class=\"translation-block\">If a product is missing from your order, please contact us (<a href=\"https:\/\/tienda.elchecf.es\/en\/my-account\/soporte\/\" target=\"_blank\" rel=\"noopener\">Support\/Help<\/a>) stating your order number and the issue.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2323624570\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2323624570-label\" class=\"accordion-title plain\" href=\"#accordion-item-10.-\u00bfqu\u00e9-hacer-si-tengo-una-incidencia-en-mi-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-2323624570-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>10. What should I do if there is a problem with my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2323624570-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2323624570-label\" >\n\t\t\t\n<p class=\"translation-block\">Please contact us (<a href=\"https:\/\/tienda.elchecf.es\/en\/my-account\/soporte\/\" target=\"_blank\" rel=\"noopener\">Support\/Help<\/a>), stating your order number and explaining the issue.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-922137053\" class=\"col small-12 large-12\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<h3 class=\"accordion_title\">Shipping<\/h3><div class=\"accordion\">\n\t<div id=\"accordion-3043983253\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3043983253-label\" class=\"accordion-title plain\" href=\"#accordion-item-1.-\u00bfc\u00f3mo-puedo-saber-el-n\u00famero-de-seguimiento-de-mi-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-3043983253-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>1. How can I find the tracking number for my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3043983253-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3043983253-label\" >\n\t\t\t\n<p>Once your product has been processed, you will be sent an email with the tracking number so you can follow your order.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-1433496848\" class=\"accordion-item\">\n\t\t<a id=\"accordion-1433496848-label\" class=\"accordion-title plain\" href=\"#accordion-item-2.-\u00bfcu\u00e1les-son-los-gastos-de-env\u00edo-de-mi-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-1433496848-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>2. What are the shipping costs for my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-1433496848-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1433496848-label\" >\n\t\t\t\n<p>Shipping costs are 3,95\u20ac anywhere in mainland Spain. All other shipments carry an additional charge; you can see the price of this shipping while you are completing your purchase.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2462564900\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2462564900-label\" class=\"accordion-title plain\" href=\"#accordion-item-3.-\u00bfse-puede-realizar-pedidos-fuera-de-la-pen\u00ednsula-e-internacionales?\" aria-expanded=\"false\" aria-controls=\"accordion-2462564900-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>3. Can I place orders for delivery outside mainland Spain and internationally?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2462564900-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2462564900-label\" >\n\t\t\t\n<p>Orders outside mainland Spain and international orders carry an additional cost, and we currently ship throughout Europe, with the exception of some countries.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-802623999\" class=\"accordion-item\">\n\t\t<a id=\"accordion-802623999-label\" class=\"accordion-title plain\" href=\"#accordion-item-4.-\u00bfqu\u00e9-puedo-hacer-si-no-estoy-en-el-lugar-del-env\u00edo-cuando-van-a-entregar-el-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-802623999-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>4. What can I do if I'm not at the delivery address when my order is due to be delivered?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-802623999-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-802623999-label\" >\n\t\t\t\n<p class=\"translation-block\">You can change the delivery day and time or the delivery address by contacting CTT Express and quoting your shipment number.<br \/><a href=\"https:\/\/www.cttexpress.com\/localizador-de-envios\/\">CTT Express &#8211; Shipment tracker<\/a><\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-1453374321\" class=\"accordion-item\">\n\t\t<a id=\"accordion-1453374321-label\" class=\"accordion-title plain\" href=\"#accordion-item-5.-\u00bfqu\u00e9-pasa-si-no-estoy-en-el-lugar-del-env\u00edo?\" aria-expanded=\"false\" aria-controls=\"accordion-1453374321-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>5. What happens if I'm not at the delivery address?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-1453374321-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1453374321-label\" >\n\t\t\t\n<p>If you are not at the delivery address, a new delivery attempt will be scheduled; if your order still cannot be delivered, it will be left at a pickup point for you to collect, and you will be informed of its location. After 7 days, the order will be returned to our warehouse.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-4045059974\" class=\"accordion-item\">\n\t\t<a id=\"accordion-4045059974-label\" class=\"accordion-title plain\" href=\"#accordion-item-6.-\u00bfqu\u00e9-pasa-si-el-pedido-es-devuelto?\" aria-expanded=\"false\" aria-controls=\"accordion-4045059974-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>6. What happens if the order is returned?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-4045059974-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-4045059974-label\" >\n\t\t\t\n<p class=\"translation-block\">You will need to contact us (<a href=\"https:\/\/tienda.elchecf.es\/en\/my-account\/soporte\/\" target=\"_blank\" rel=\"noopener\">Support\/Help<\/a>). We can arrange for you to collect it at the stadium, or we can resend it once the shipping cost has been paid.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-3380289598\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3380289598-label\" class=\"accordion-title plain\" href=\"#accordion-item-7.-\u00bfc\u00f3mo-funcionan-las-aduanas-para-los-%20env\u00edos-fuera-de-espa\u00f1a?\" aria-expanded=\"false\" aria-controls=\"accordion-3380289598-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>7. How do customs work for shipments outside Spain?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3380289598-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3380289598-label\" >\n\t\t\t\n<p>Some countries require the importer to provide personal identification, such as a tax ID (N.I.F.), before customs clearance can be processed.<\/p>\n<p>At Elche CF we value your privacy, but customs inspections may require information about the products in your order to be shared with the relevant authorities.<\/p>\n<p>In addition, any additional customs duties and\/or tariffs will be payable by the recipient. We recommend checking your country's customs regulations before making your purchase.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-1078715025\" class=\"col small-12 large-12\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<h3 class=\"accordion_title\">Exchanges or Returns<\/h3><div class=\"accordion\">\n\t<div id=\"accordion-1369553253\" class=\"accordion-item\">\n\t\t<a id=\"accordion-1369553253-label\" class=\"accordion-title plain\" href=\"#accordion-item-1.-\u00bfqu\u00e9-plazos-tengo-para-realizar-un-cambio-o-una-devoluci\u00f3n?\" aria-expanded=\"false\" aria-controls=\"accordion-1369553253-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>1. How long do I have to make an exchange or return?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-1369553253-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1369553253-label\" >\n\t\t\t\n<p>Exchanges must be made within 14 days of receiving your order confirmation email. For returns, please see our terms and conditions; the consumer will receive a store voucher.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-940316385\" class=\"accordion-item\">\n\t\t<a id=\"accordion-940316385-label\" class=\"accordion-title plain\" href=\"#accordion-item-2.-\u00bfc\u00f3mo-puedo-realizar-el-cambio-o-devoluci\u00f3n-en-un-pedido?\" aria-expanded=\"false\" aria-controls=\"accordion-940316385-content\" >\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\"><\/i><\/button>\n\t\t\t<span>2. How can I exchange or return an order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-940316385-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-940316385-label\" >\n\t\t\t\n<p class=\"translation-block\">To make any changes, please contact us via <a href=\"https:\/\/tienda.elchecf.es\/en\/my-account\/soporte\/\" target=\"_blank\" rel=\"noopener\">Support\/Help<\/a>.<\/p>\n<p>Once the exchange or return has been agreed, you can make it at the Stadium Store or by sending it to Av. Manuel Mart\u00ednez Valero 3, 03208 Elche (Alicante), or through an exchange arranged with CTT Express.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>\n\t\t<\/div>\n\n\t\t\n<style>\n#section_217859428 {\n  padding-top: 30px;\n  padding-bottom: 30px;\n}\n<\/style>\n\t<\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"page-blank.php","meta":{"footnotes":""},"class_list":["post-232729","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Frequently asked questions - Elche CF | Official Store<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/tienda.elchecf.es\/en\/preguntas-frecuentes\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Frequently asked questions - 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