Report a damaged or incorrect item
Something arrived wrong? Let's fix it.
If your MyJersey arrived damaged, defective, incorrect or with missing parts, we will replace it or refund it at no cost to you when the issue is our responsibility.
Please contact us within 48 hours of delivery. This is the window our warehouse and carrier give us to investigate a claim.
What we need from you
Claims are resolved much faster when we get everything in one message. Please send:
- Your order number
- The email address you used at checkout
- A short description of what is wrong
And these four photos:
- The product, showing the damage clearly
- The packaging, the collectible box itself
- The shipping box, photographed from the outside
- The shipping label, readable, with the tracking number visible
We know four photos feels like a lot. The shipping box and label are what let us prove the damage happened in transit and claim it back from the carrier. Without them we often cannot get the claim approved, which slows down your replacement.
Send your claim
Click here to open a pre-filled claim email
The link opens your email app with everything already filled in. Just complete the details, attach your photos and send. If the link does not work on your device, email store@fancollex.com directly with the information above.
What happens next
- We confirm we received your claim, normally within one business day (Monday to Friday, 10:00 to 18:00 Lisbon time).
- We investigate with our warehouse and shipping partner.
- Where the issue is our responsibility, we send a replacement or issue a refund at no additional cost to you.
Please do not return anything before you hear from us. Returns sent without prior authorisation may be refused.
Photo tips
- Use natural light and avoid flash reflections on the display case.
- Take one wide photo showing the whole item, then one close-up of the damage.
- Make sure the tracking number on the label is readable.
- Send the original photos rather than screenshots, so we can zoom in.
