Frequently asked questions

We offer four options at checkout:

• Colissimo home delivery — delivery to your address by La Poste, 3 to 5 business days
• Colissimo pickup point — delivery to a post office or relay point, 3 to 5 business days
• Chronopost Express — 1 to 2 business day delivery for urgent orders
• In-store pickup (Click & Collect) — free, available within 1 to 3 business days

⚠️ Delivery times run from the date of shipment, not the order date.

Shipping costs are automatically calculated in the cart based on the chosen method and the weight of your order.

In-store pickup is always free.

ℹ️ Free shipping offers may be available during promotional periods. The conditions are displayed directly on the Website at the time of order.

Orders are processed on business days (Monday to Friday, excluding public holidays).

• Orders placed and paid before 12:00 PM: processed the same day
• Orders placed after 12:00 PM or on weekends: processed on the next business day

Upon shipment, you will receive a confirmation email with your tracking number.

⚠️ Annual closures: no orders are shipped during the Christmas holidays. Orders received during this period will be processed upon reopening.

Two ways to track your package:

• Via the shipping email: the tracking number is included with a direct link to the carrier's website
• Via your customer account on boutique.smcaen.fr: "My Orders" section

Tracking links depending on your carrier:

• Colissimo and Chronopost: laposte.fr or chronopost.fr

ℹ️ If you have not received the shipping email within 3 business days of your order, please check your spam folder or contact our customer service.

If you are absent, the carrier will leave a delivery notice in your mailbox. You then have 15 days to:

• Collect your parcel from the post office or relay point indicated on the notice
• Reschedule delivery via laposte.fr or chronopost.fr

If the parcel is not collected within 15 days, it will be returned to our shop. We will contact you to arrange a redelivery, the costs of which will be at your expense.

⚠️ If we do not hear from you within 30 days of the parcel's return, we will proceed with a refund of your order.

If you notice that the package is visibly damaged upon receipt, follow these steps in order:

• Refuse the package or make precise written reservations on the carrier's delivery note
• Confirm these reservations to the carrier by registered letter with acknowledgment of receipt within 48 hours
• Contact our customer service immediately with photos of the package and the damage observed

We will initiate a replacement or refund procedure as soon as we receive your report. The costs are fully covered by SMC.

If your package has not arrived after the maximum estimated delivery time, first check:

• Online tracking status (the package may be awaiting collection at a relay point)
• That no delivery notice has been left in your mailbox
• That the address entered during the order is correct

If the package is still missing, please contact our customer service. We will open an inquiry with the carrier (timeline: 5 to 10 business days). In case of confirmed loss, we will reship or issue a full refund.

⚠️ SMC cannot be held responsible for delays or non-deliveries due to an incomplete or incorrect address entered during the order. Always carefully check your address before confirming.

No, the online store currently only delivers to mainland France.

PO Box addresses are not accepted.

ℹ️ Are you a supporter from abroad or an overseas French territory? You can place an order online and choose in-store pickup during your next visit to Caen. Contact us for any special arrangements.

Yes - Click & Collect is available free of charge. Your order will be ready in 1 to 3 working days. You will receive a notification email as soon as it is available.

Physical store: Stade Michel d'Ornano, Caen

Opening hours:

• Wednesday, Thursday, Friday, Saturday: 1:30 PM – 6:00 PM
• Match day: 5 hours before kick-off until 1 hour after the match

Please present your ID or order confirmation when collecting your order.

ℹ️ Order placed before 3 PM? You can pick up your products the next day in store.

Yes! Stade Malherbe Caen season ticket holders benefit from an immediate 10% discount on all products in the online store.

ℹ️ Please ensure that your season ticket holder status is correctly entered in your customer account to automatically receive the discount. If you encounter any issues, please contact our customer service.

You have 14 clear days from the date of receipt of your order to exercise your right of withdrawal, without having to provide any justification.

The period begins the day after physical receipt of the package. If it expires on a Saturday, Sunday, or public holiday, it is automatically extended to the next business day.

⚠️ After this 14-day period, no returns can be accepted — except in the case of a defect covered by the legal guarantee of conformity (2 years from delivery).

No. Some items are excluded from the right of return:

• Flocked jerseys (name, number, customization) — neither returned, nor exchanged, nor refunded
• Embroidered or custom-made items
• Unsealed hygiene items (underwear, socks, protective equipment)
• Items damaged, worn, washed, or incomplete after receipt

Returnable items must be:

• Unworn, in their original condition
• With all tags attached
• In their original packaging
• Accompanied by the original invoice

A flocked jersey is custom-made to your specifications (name, number). In accordance with article L. 221-28 of the French Consumer Code, goods made to consumer specifications are legally excluded from the right of withdrawal.

⚠️ Carefully check the name, number, and size before confirming your personalized jersey order. If in doubt about the size, please consult our size guide on the Website.

Follow these 4 steps:

Step 1 — Contact our customer service before shipping anything. We will validate your return and send you instructions.

Step 2 — Prepare the package: item in its original packaging, labels attached, invoice included, note indicating the reason for the return.

Step 3 — Ship the package to the address that will be provided to you. Keep your proof of shipment.

Step 4 — Refund within a maximum of 14 days after receipt and verification of your return.

ℹ️ Never ship a return without our prior agreement — any package returned without validation may be refused.

This depends on the reason for the return:

• Withdrawal (item as described, within 14 days): return shipping at your expense.
• Defective or non-conforming item: shipping costs covered by SMC — a prepaid return label will be sent to you by email.
• Ordering error on our part: shipping costs covered by SMC — prepaid label provided.

Upon receipt and verification of your return, we will process the refund within a maximum of 14 days.

The refund will be issued via the same payment method used for the order (bank card or PayPal), unless explicitly agreed otherwise by you.

ℹ️ We may defer the refund until actual receipt of the returned package. Please remember to keep your proof of shipment.

The online store does not offer direct exchanges.

If you would like a different size or item, the procedure is as follows:

• Return the item within 14 days (according to the return conditions)
• Place a new order for the desired item

ℹ️ To ensure you order the correct size from the start, please refer to the Nike size guide available on each product page.

Please contact our customer service as soon as possible with the following information:

• Your order number
• A precise description of the problem (defect, incorrect item, wrong size, etc.)
• Photos of the defect or error found

We will cover the return costs and offer you, subject to availability, a replacement or a full refund.

This procedure is independent of the right of withdrawal and applies throughout the legal guarantee of conformity period (2 years from delivery).

ℹ️ Do not return the item before receiving our instructions — we need to validate your request and send you the prepaid return label.

No. Purchases made in the physical store (Stade Michel d'Ornano) are subject to the in-store return policy and cannot be processed through the online store.

For any in-store purchase returns, please go directly to the store during opening hours with your receipt.

• Wednesday, Thursday, Friday, Saturday: 1:30 PM – 6:00 PM
• Match days: 5 hours before kick-off until 1 hour after the match