Supporter Services

Retail operations update

We understand that you may have lots of questions regarding Elite Sports Group and the impact on Southampton Football Club’s physical retail and online stores. We hope that the below will be able to explain things.

Elite Sports Group are a third-party sports retail company. They are the retail partner to several sports brands and are the exclusive UK partner of the Danish football brand Hummel. As the UK partner of Hummel,  Elite Sports Group work in partnership with football clubs to manage their retail and online operations.

Southampton Football Club has been working in partnership with Elite Sports Group to manage its physical retail and online operations as a third-party provider.

Any fans with an existing order will not be left out of pocket, further information on orders will be provided imminently.

If you have any questions relating to your recent order, please see the list of questions below.  If this doesn’t answer your question please email [email protected].  We will provide an update within 14 days.  

frequently asked questions

I've already placed an order online and I'm waiting for it to be delivered. When will it arrive?

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We can confirm that most of the outstanding orders were dispatched between Friday 25th November and Sunday 27th November.

For supporters who have ordered shirts with Premier League badges, we aim to get these in the post within the coming days and will update you when your order has been dispatched.

If you still haven’t received your order and would like to check the status, please email [email protected] with:

  • A copy of your receipt
  • Your order number
  • A contact telephone number

We will then contact you within 5 working days with an update. We will arrange delivery or, where an order cannot be fulfilled, arrange a refund.

I have bought an item online/in the shop that is faulty. How do I exchange it or get a refund?

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If you've purchased your item(s) online and it's faulty, you'll need to return this within 28 days of delivery. We advise using special delivery to return your item(s) by post as we cannot accept any responsibility for items lost in the post. Postal charges are the responsibility of the customer, unless the goods returned are faulty. The return address is below:

Prolog Fulfilment – Phase 1
Returns Department
Sherwood Park
Annesley
Nottinghamshire
NG15 0DJ

If you purchased your item(s) in store, you can visit the store at either St Mary’s Stadium or The Marlands to exchange your item(s).

I have vouchers for the store. Can I still spend them?

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Vouchers will remain valid and can be redeemed either online, or in store.

If you have the stock in the shop, why can’t I get my order?

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We can confirm that most of the outstanding orders were dispatched between Friday 25th November and Sunday 27th November.

For supporters who've ordered shirts with Premier League badges, we're aiming to get these in the post within the coming days and will update you when your order has been dispatched.

I've been waiting for a refund and not received it. When will it arrive?

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If you've received confirmation that your refund has been issued, please email [email protected] with:

  • A copy of your purchase order with order number
  • A copy of the email confirmation of your refund
  • A contact telephone number

We'll then get in touch within 5 working days.

I placed an order and never received it. What should I do?

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Please email [email protected] with:

  • A copy of your receipt
  • Your order number
  • A contact telephone number

We'll then contact you within 5 working days to arrange delivery or, where an order cannot be fulfilled, arrange a refund.

How long will I have to wait to get my money back?

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We're working through the contacts as quickly as possible. Once you've provided your information, we'll contact you within 5 working days.

I was waiting for a product to come back in stock. Does this mean I can no longer get it?

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We're currently working to reorder certain items and will put them back online in due course.