Customer Charter

Leeds United actively welcomes constructive feedback
from fans both positive and negative. We believe this
helps us to deliver an improved and more effective
service. In this customer charter we outline the
minimum standards of service that all Leeds United
fans can expect.

Customer Charter

Leeds United actively welcomes constructive feedback from fans both positive and negative. We believe this helps us to deliver an improved and more effective service.

In this customer charter we outline the minimum standards of service that all Leeds United fans can expect.

The club continues to strive to offer wider access to matches to our supporters by offering:

• A broad range of ticket prices

• Concession match ticket prices are available for the following groups

Juniors under 11

Juniors under 16

Juniors adults aged 16 to 22

Senior citizens aged 65+

Disabled supporters

• A discount on restricted viewing seats to the amount of £2.00 per ticket

In line with EFL Regulation 115 the Club will meet regularly with various supporter groups each season to discuss significant issues relating to the Club. Such meetings will be held with Supporters Group Committees in addition to a minimum of 2 public forums which will be advertised on the Club Website.  

The club consults supporters on a regular basis through forums and via the official website.

The club publicises its position on major policy issues in the club programme and web site - www.leedsunited.com.

The club gives the earliest possible notice of any changes to its ticketing policy.

For further details email Supporter Liaison Officer – Fiona Hanley, sloquestions@leedsunited.com

The club consults fans via questionnaires, the official website and social media.

The club publicises its position on major policy issues in the club programme, stadium advertising, club website, social media and local media. The club monitors all its social media sites for responses/comments to gauge opinion.

The club continues to develop ways to consult with commercial partners, the local authority and other interested parties including the Safety Team, Highways, Emergency Services and local residents. The club gives the earliest possible notice of any changes to its ticketing policy and the reason for the changes via the official club website www.leedsunited.com, our social media channels and the matchday programme.

The club undertakes research on the design and number of new playing strips in collaboration with manufacturers. The club meets regularly with the Leeds United Disabled Fans Organisation (LUDO) to discuss any issue.

Our Safety Officer and Disability Liaison Officer liaise with LUDO on a regular basis. 

Data Protection

The club recognises its responsibility to all customer information obtained through the purchasing of tickets and other products or services. All information is stored confidentially in accordance with the General Data Protection Regulation(GDPR)and in line with the Club Privacy Policy; https://www.leedsunited.com/privacy-notice

The club holds an internal Data Protection Policy which conforms to the requirements of GDPR, which is circulated to all employees for implementation.

It includes, but is not limited to the following principles:

All supporter data is stored and transferred securely with access restricted to necessary users. All supporter data is processed fairly and lawfully for limited purposes and in an appropriate way. Supporters do have the option to “opt out” of both club and third party communications.

Supporter data will not be shared with third parties, unless prior notice or consent is given and agreement received from individual supporters. All information stored by Leeds United or shared with 3rd parties in accordance with the above statement shall be stored in the European Economic Area (EEA) unless explicitly stated otherwise at the point of data collection.

Should any update be made to the Privacy Policy or a decision made that may impact the privacy rights of a data subject, communication will be made in advance of the change being implemented.

Further information on the club’s Data Protection Policy can be requested from the club by contacting 0871 334 1919.

 

Leeds United welcomes families and has designated family areas allowing the club to create a family atmosphere on matchday.  The family area is located in the East Stand Lower.  To ensure that the family mix is maintained a ratio of two adults to one concession will apply.

 

Leeds United is an equal opportunities employer.

Leeds United’s commitment is to promote inclusion and to confront and eliminate discrimination and to encourage equal opportunities. All employees and other individuals will receive equal treatment regardless whether by reason of age, gender, gender reassignment, sexual orientation, marital status or civil partnership, race, nationality, ethnicity, religion or belief, ability or disability, pregnancy and maternity. These are known as ‘protected characteristics’ under the Equality Act 2010.

The club actively welcomes feedback from our customers both positive and negative. We believe that this helps us to deliver an improved and more effective service to you, the customer. Similarly, we would like to hear from you if you have any suggestions on how we can improve our service. If you would like to contact the club with any suggestions or feedback of a positive nature please contact our Supporters Liaison Officer (SLO) on the following e-mail address,sloquestions@leedsunited.com.

If you would like to make a complaint to the club, please contact our SLO at the following e-mail address: slocomplaints@leedsunited.com.

Alternatively, you can contact the SLO by writing to Supporters Liaison Officer, Leeds United Football Club, Leeds, LS11 0ES.

In order to receive a full response regarding your query or complaint, you must contact the club via the above process. The club will not respond to any query or complaint that has not been received via the SLO.

The SLO will log and acknowledge your comments and ensure that you receive a full response from the relevant Head of Department within 7 workings days from receipt of your communication. If your complaint/query requires further investigation, the SLO will advise accordingly. Please note that if a query or complaint is being investigated further it may take up to 21 working days to receive a full response.

If you are unsatisfied with the club’s response please make further contact with the SLO via the methods above. The SLO will investigate your complaint further based on the evidence you supply. If you still believe your complaint should receive further attention then you can write to Presidents Office, at Leeds United Football Club, Elland Road, Leeds, LS11 0ES, detailing your complaint and the reasons for your continued grievance. You will receive an initial response within seven working days and a full response within 21 working days thereafter.

If you are unsatisfied with the club’s response, you can contact the Independent Football Ombudsman by writing to The Independent Football Ombudsman, Suite 49, 33 Great George Street, Leeds, LS1 3AJ or emailing contact@theifo.co.uk or telephone: 0800 588 4066. They will investigate the complaint thoroughly and report the findings back to all parties.

The Club has a number of wheelchair and ambulant spaces available at all home games. The wheelchair bays are located in the East, North, South and West stands. To allow for easier access, ambulant spaces are situated in designated areas within the West, North and East stands. Alternatively, ambulant disabled fans can choose to sit in alternative areas. For home league matches disabled fans are charged a concession price and personal assistants are admitted free of charge in conjunction with our disabled policy. Our disabled policy is based solely on eligibility to claim Disability Living Allowance (DLA). In order to purchase tickets, all disabled fans must provide proof of disability. The required proof is a current copy of their entitlement to the care and/or mobility component of the Disability Living Allowance (DLA) or entitlement to the Daily Living and/or Mobility component of the Personal Independence Payment (PIP). Please note, the copy must be in date at the time of applying for tickets.

Headsets for visually impaired supporters are available and must be pre-booked in advance by contacting our Disability Liaison Officer.

Our disabled toilets are operated with radar keys, which can be obtained on matchdays from designated stewards. Disabled car parking is available in carpark B and Fullerton carpark only.

LUDO Lounge which offers exclusive use to disabled ticket holders, their personal assistants and visiting disabled supporters opens four hours prior to kick off.

For further information on ticketing or facilities for disabled supporters, please contact our Disability Liaison Officer, on 0113 367 6178 or email  disabledinfo@leedsunited.com

Leeds United acknowledges the duty of care to safeguard and promote the welfare of children and adults at risk and is fully committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and Football Association requirements.

Leeds United will make sure that all children, young people and adults at risk have the same protection regardless of age, disability, gender, racial heritage, religious belief, sexual orientation or identity.  Ticket holders under the age of 14 must be accompanied by an adult over the age of 21. Unaccompanied children under the age of 14 years will not be admitted into the stadium.

Leeds United has established policies and procedures for safeguarding children, young people and adults at risk for the Foundation, Academy, Ladies and match day teams that are underpinned by the understanding that safeguarding is everybody’s responsibility.

All staff and volunteers will receive training and support in the delivery of the safeguarding policy and procedures to ensure we maintain a safe and positive environment and are empowered to listen to concerns and act accordingly.

Please note: our normal office hours are Monday to Friday, 9:00am to 5:00pm.


Advertising

Tel: 0871 334 1919 (option 4) E-mail: advertising@leedsunited.com


Commercial

Tel: 0871 334 1919 (option 3) sub option 2

Fax: 0113 367 6056  Email: sales@leedsunited.com


Conference & Events

Tel: 0871 334 1919 (option 2)

Fax: 0113 367 6520

Email: conferenceandevents@leedsunited.com


General Enquiries

Tel: 0871 334 1919

Leeds United Football Club, Elland Road, Leeds, LS11 0ES


Leeds United Foundation

Telephone: 0113 367 6307

Fax: 0113 376 6059

Online: www.leedsunitedfoundation.com Email: thefoundation@leedsunited.com


LUTV

Email: lutv@leedsunited.com

Email: lutvsupport@streamamg.com (for queries on account details, passwords and login issues)


Matchday Hospitality

Tel: 0871 334 1919 (option 3) sub option 1 Online: www.leedsunited.com Email: sales@leedsunited.com


Matchday Incident Text Service 

Tel: 07887 514 789 – only in use on matchday


Online Store & Mail Order

Online: shop.leedsunited.com

Tel: 0871 334 2019 Fax: 0113 367 6038


Ticket Services & Membership Enquiries

0371 334 1992 (Match tickets, Membership and Stadium Tours).

0330 333 1521 (Ticket Office Customer Services, enquiries only, no bookings.

International: +44(0) 113 367 6196 Fax: 0871 334 2008

International Fax: +44(0) 113 367 6450 Online: www.leedsunited.com Email: tickets@leedsunited.com


Please note 0871 calls or faxes cost 9p per minute plus network extras.

MATCHDAY FACILITIES

Stadium Tours take place on match days and non matchdays.

Match day tours are available at the following times: -

  • Mid week fixtures – 10am through to 2:15pm
  • Saturday fixture with (3:00pm kick off) – 8am through to 10.15am

Non matchday tours take place on Fridays before home Saturday fixtures between the times of 10am and 3pm.  In addition, tours are available on Saturday from 9am until 3pm before a home Sunday lunch time fixture.

Tours depart from Billy’s Bar on Elland Road and last approximately two hours. Tour places are limited and must be pre-booked either online at www.leedsunited.com or via Ticket Services on 0371 334 1992. Existing season ticket holders and members receive a discount of 10% on Stadium Tour tickets.

Stadium tour guests will receive an exclusive Stadium tour lanyard and receive 10% discount on all purchases in Billy’s Bar and in the retail Superstore on the day of their tour.

All stadium tours are subject to the stadium not being in use by the club or a third party.

The Centenary Pavilion is located opposite the East Stand on Lowfields Road and is a matchday facility provided for all Leeds United Members and Season Ticket Holders. Refreshments and food are all available to purchase within the Centenary Pavilion. There is also team news, betting facilities, giant screens showing LUTV build up to the game and WiFi.

A Leeds United Legend is present pre-match in the build-up to kick off. On weekend/bank holiday kick-offs the bar is open for an hour after the game. Members and Season Ticket Holders are asked to produce their Membership/ Season Ticket card upon entry. 

Junior Members need to show their Membership cards and will only be admitted if they are accompanied by an Adult Member. Junior Members are not subject to the entrance fee.

Access to the Pavilion for Season Ticket Holders and Members is £3 and £5 to Non-Members, this includes a bottle of beer or soft drink.

Billy’s Sports bar stands as a fitting tribute to Leeds United’s greatest ever player. Never before seen photographs of the iconic player adorn the walls along with FA cup final shirts, which makes this an ideal place for fans to have photographs taken.

The bar is open every home game making it an ideal place to have a pre match drink and soak up the atmosphere or a post match celebration. The bar is closed at kick-off and re-opens after the game.

Nice relaxed environment, Free WiFi. Please note no under 18’s are permitted.

Billy’s sports bar is located in the south stand, and in addition to match days is open the day before the match, away days & any beam back club events, and serves a wide range of homemade food with a daily changing special.

Please also look out on social media for any additional opening days/hours for Billy’s Sports Bar.

You can also hire Billy’s Sports Bar for private events (birthday parties, wedding receptions, funerals etc )

Tel: Billy's Sports Bar 0113 367 6023

This is the official away supporters bar and is designed for the comfort of visiting away supporters and also gives extra facilities at half time. Howard’s Bar opens at least two hours prior to kick off and serves a range of refreshments.

In close proximity to Elland Road and available to travelling fans on the day of the game, Leeds City Council currently operates the following car parks for matchday parking; Car Parks A, B, Park and Ride and Fullerton. Car Park A (approximate car capacity 210), Car Park B (approximate car capacity 210) including 75 spaces allocated for blue badge holders, on a first come first served basis. The Park & Ride car park, is also available for match day parking, with a capacity of 750 spaces, for general use, cash payable on entry. Fullerton Car Park (approximate capacity 850) is also part used by hospitality guests, the remainder being available for general use with the tariff being cash paid on entry.

The current charges for parking are as follows, cars £6.00, mini coach £12.00, coach £20.00.

The Car Parks are managed by the Parks & Countryside Service of Leeds City Council, and can be contacted by telephone 0113 395 7400, or alternatively parks@leeds.gov.uk.

TICKET SERVICES: HOME GAMES

Tickets for home games initially go on sale to Club Members approximately three weeks before each game. Club Members have an exclusive 7 day period to book their tickets ahead of general sale. The number of tickets a Member can purchase per home game will be decided on a match by match basis. Match tickets may be capped at one ticket per membership; therefore the club strongly recommends that each individual supporter purchases a membership. Home tickets are subject to availability

Members who purchase additional tickets will be responsible for the conduct of those fans they have purchased tickets for.

Subject to availability, general sale commences upon conclusion of the Members priority period, approximately two weeks before the game. The number of tickets available to purchase will be decided on a match by match basis.

Tickets for cup competitions are priced on a match-by-match basis and are allocated as follows: Season Ticket Holders have a priority period to purchase their own seats.

Members have a priority booking period before tickets are released for general sale. The allocation method and number of tickets available to purchase is subject to change depending on the timescales available and/if all areas of the stadium are open.

The club has an Auto Cup Scheme, which allows Season Ticket Holders to apply for all home Cup games at the start of the season. Tickets are automatically reserved; payment taken and Season Ticket access cards activated 48 hours following the draw.

For Ticket Information CLICK HERE.

1. Online

The easiest way to book tickets is via our online site. If you are not already registered to book online, don’t worry, it is an easy automated registration process. As soon as you register, you will instantly receive your customer number to enable you to purchase tickets.

2. Ticket Services Call Centre: 0371 334 1992

Please contact the Call Centre who will be able to book tickets for all home fixtures. If you have a customer number, please ensure that you have this ready to quote.

3. In person at the West Stand Ticket Office

Payment options: Cash, Cheque, Leeds United Gift Vouchers, plus all major credit / debit cards (AMEX IS NOT ACCEPTED).

The Club do not accept any postal applications

 

Booking Fees

If paying by credit or debit card there is a £1.50 booking fee per ticket. The booking fee is only £1.00 per ticket when booking tickets online and all other tickets (upgrades and seat moves) are charged at a £1.50 booking fee per ticket. No booking fee is charged when purchasing tickets in person at the Ticket Office counters.

 

Refunds

Home tickets cannot be refunded or exchanged. This applies to all ticket purchases; other than in the event when a fixture is re-scheduled. In this event, fans must apply for a refund within seven working days of the announcement of the fixture change.

 

Not received your tickets through the post?

If you do not receive your match ticket(s) through the post, please contact Ticket Services in advance of the game on 0371 334 1992 or email tickets@leedsunited.com. We will arrange for replacement tickets to be printed and left for collection on the day of the game from the West Stand Ticket Collection point. Please bring a form of identification with you when collecting your replacement tickets. Replacement tickets cannot be issued in advance of the matchday.

Forget your tickets on match day?

Fans who forget their match tickets or Season Ticket access cards on the day of the game will incur a non-refundable administration charge of £5 per ticket. Before reprinting the ticket, Ticket Services will check that the access card or match ticket(s) have not already been used.

The club reserves the right to restrict the maximum number of tickets available to purchase for high profile fixtures to avoid tickets being made available through unauthorised sources. The club reserves the right to amend on sale dates or change the selling procedure for any fixture.

All on sale dates and match categories will be detailed in the ‘Latest Ticket News’ on the online ticket site at www.leedsunited.com All fixture details are advertised on our official websitewww.leedsunited.com It is the responsibility of supporters to check for any fixture changes or amendments. Match ticket terms and conditions are available online at www.leedsunited.com

Abandoned Home Games

Free or reduced admission to replays of abandoned games:- If a match is abandoned after spectators are admitted to the ground but before kick-off, ticket holders are entitled to free admission to the rearranged match. If a match is abandoned after kick-off spectators are entitled to half price admission to the rearranged match.

 

 

Match Ticket Prices for the 2019/20 Season

Please click here UPDATE to 2019/2020

** Our Family Area is located in the East Stand.  To ensure that the family mix is maintained a ratio of two adults to one concession will apply.

Concession match ticket prices are available to:

Juniors under 11

Juniors under 16

Juniors aged 16 to 18 years

Young adults aged between 19 and 22

Senior Citizens aged 65+

Disabled supporters

The club does not charge admission prices to fans of the visiting club which are higher than those charged to our own fans for comparable seating. Concessionary rates offered to home supporters are also available to fans of a visiting club. Visiting fans need to contact their own club to purchase tickets. Away fans are encouraged to book tickets in advance as match ticket prices increase by £5 on match day (adults & concessions only – not juniors aged between 16 to 18, U’16, U’11) Away fans are not allowed in the home areas, except as guests of Corporate Ticket holders.

Full terms & conditions can be accessed HERE.

DEPARTMENTS & SERVICES

The club operates best business practice throughout its commercial activities in order to provide a first class, professional service and outstanding value for our commercial partners.

The club will work hard to ensure that both its commercial partners and corporate members are given every opportunity to deliver a return on their investment with the club.

Further details regarding our Commercial Partners Programme can be obtained by calling the Commercial Department on 0871 334 1919 (option 3) or by email to sales@leedsunited.com.

Leeds United is also home to one of the UK’s leading Conference and Events venues. Our passion on the pitch is matched by the passion of our conference team, off the pitch. We are able to host a wide range of events from sell out Pop Concerts inside the Stadium to one to one business meetings in one of our many suites. We can cater for your every need.

Our Centenary Pavilion provides one of the largest conference and events spaces in the North of England with over 2,000 square metres of usable space for exhibitions, 2,000 guests seated for a conference or dinner for 1,200.

We pride ourselves on being able to deliver high class events for a diverse range of cultural needs. We understand the importance of providing top quality catering to all our guests at Elland Road. All our conferencing facilities are supported by our widely respected in - house catering team.

The Leeds United Foundation is an official charity, under which the club’s work in the community is carried out. The Foundation help, work with and support; children, young people, adults, disabled, at-risk, the unemployed and elderly.

We deliver a multitude of high-impact projects, under the headings of Sports Participation, Health & Wellbeing, Education and Social Inclusion, and we have specific themes around Female Football Development, supporting those with disabilities and dementia, and developing links with primary schools. 

This structured delivery sees the Foundation support people from a variety of backgrounds develop grassroots football, tackle social exclusion, address poverty and welfare whilst enhancing education, employment and life skills. The Leeds United Foundation improves the relationship we have with our community through projects with people of all ages from across the region. The Foundation is a catalyst to improve people’s lives. We are there for our communities every day.

Foundation Facts:

  • Work with over 20,000 people per year
    • Provide support for people from  4 up to 94
    • Deliver healthy lifestyle sessions each year to promote physical and mental health improvements
    • Offer sport and recreation sessions for those with disabilities including cerebral palsy and Downes Syndrome
    • Provide accredited education to people over 16 years from level one to Foundation degree standard
    • Work in over 40 schools across Yorkshire, every week
    • The Foundation is a recognised approved provider of education programmes offering formal qualifications
    • We are a ‘Dementia Friendly’ venue
    • The Leeds United Foundation is a major influence in the cultural and social development of our community

Mission Statement:

"To deliver targeted, high quality, innovative, partnership programmes that have real measurable benefits for participants, thereby nurturing a positive relationship between Leeds United, its fans and the local community”

All Staff and volunteers who work with children and vulnerable adults who are involved in any activities offered by the Leeds United Foundation in the community are DBS compliant and have completed the Football Association’s "Safeguarding Children& Young People” course.

The club pledges to offer its customers a variety of first class matchday hospitality experiences and matchday sponsorship packages whilst offering outstanding value for money.

Seasonal hospitality packages are available to purchase with various payment options offered. The club’s aim is to provide reasonable opportunity for all fans to experience match-by-match hospitality. Seasonal hospitality packages include all home Cup fixtures in addition to the 23 home league games, therefore providing outstanding value across the season.

The club is delighted to provide a Junior under 16 hospitality concession price in the Norman Hunter Suite and the Nineteen19 Suite. The concession prices are provided in order to encourage families to enjoy the superb hospitality facilities at Elland Road.

Hospitality packages provide premium match viewing from various positions within the ground. Customers can choose from a range of dining packages; from a relaxed single course buffet through to a luxury four-course fine dining experience. All guests receive a complimentary copy of the official matchday programme and a copy of the official team-sheet. Former Leeds United players also attend the hospitality facilities to provide their thoughts on the game.

The club insists on a level of dress code which customers are required to adhere to, with hospitality options that require either formal or smart casual dress. The dress code does not apply to guests under 16 years of age.

Seasonal hospitality can be purchased by contacting a member of the Commercial Sales team on 0871 334 1919 (option 3) or emailing sales@leedsunited.com

Match-by-Match hospitality can be purchased via the hospitality booking line on 0871 334 1919 (option 3), online at www.leedsunited.com or via email at sales@leedsunited.com.

Leeds United’s media operation includes the official club website, www.leedsunited.com, official Facebook, Twitter, and Instagram accounts, LUTV, the matchday programme and mobile applications.

All club announcements and information are released through the above outlets before the local/national media.

Our official website is the club’s main news and information service and everything released by the club appears on www.leedsunited.com. Our social networking sites are also used as a direct point for communicating messages/newsbreaks directly to supporters and play an important part in our communication strategy. The official website has specific areas for news, ticketing, Membership, fans, Commercial and Conference & Events.

In addition to news and communication, the club’s social media channels are used to encourage interaction and engagement with fans.

LUTV is the club’s online TV channel and is available via subscription on the website and via the Official mobile App. 

LUTV broadcasts a live matchday show before and after every game. Offering live audio commentary of all first team matches, while fans outside the UK and Ireland have the option to watch eligible league games. Selected games are also available to view in the UK and Ireland, with details posted in advance through club channels.  LUTV also provides match highlights of every game, interviews, features and comprehensive coverage of the U23s, Academy and LUFC Ladies.. LUTV is available viawww.leedsunited.com.

The matchday programme, which encourages fan contributions, is available from around Elland Road on home matchdays and includes a range of exclusive interviews and features from within the club. The matchday programme is also available on subscription, with a discount to club Season Ticket Holders and Members.

The club recognises the importance of family supporters and therefore any official Leeds United publication produced will be within the appropriate realms of good taste and decency.

For 2019/20 Membership information and benefits CLICK HERE. UPDATE to 2019/2020

Leeds United operates the ‘Leeds United Membership Scheme’ for fans who want to register their support direct with the club.

All Season Ticket Holders are automatically enrolled as Members. Gold membership package is available for fans throughout the world to show their support.

Membership Benefits:

  • Leeds United Official Membership card
  • Home ticket priority booking period for all home league and cup games at Elland Road. Please note, due to demand, the number of tickets members can purchase will be determined on a match by match basis. The Club strongly recommends purchasing one membership per person.
  • Access to apply for away match tickets. Away tickets are subject to availability.
  • Adult Gold Members and Adult Season Ticket holders receive three £5 online match discounts that can be used against the purchase of match tickets for home league games in the 2019/20 Season. See the Membership terms and conditions for further information.
  • Exclusive Members Centenary Gift Pack with branded goodies tailored to each age group.
  • 20% discount on matchday programme subscription for Season Ticket holders and 15% discount for Gold Members.
  • Discounted Stadium Tours
  • Discounted Matchday access to the Centenary Pavilion
  • Members Player of the Year Award (vote and enter a draw for the chance to present the award!)
  • 10% discount for LUFC organised non members events
  • 20% discount on Billy’s Sports Bar Venue Hire for parties.
  • Exclusive Retail Offers will be made available to Members during the season.
  • All Juniors will receive and an exclusive gift, official LUFC Christmas card and are invited to attend the annual Junior Members Christmas party.
  • Junior Season Ticket Holders and Junior Gold Members ages 5 to 15 years of age are entered into the mascot draw for all home and away fixtures.
  • Free access to Leeds United Ladies home games at Elland Road.
  • Free access to Leeds United U’23 games at Elland Road.
  • Junior Season Ticket Holders and Junior Members receive a10% discount for any of the Leeds United Foundation Soccer Schools.
  • Junior Season Ticket Holders and Junior Members can claim x 1 Free Football Skills Session with the Leeds United Foundation.

Membership is non-refundable or exchangeable. Junior Members must be aged under 16 on 1st August 2019 and proof of age is required (copy of birth certificate or passport).

For full Membership terms and conditions please visit www.leedsunited.com/memberships

Official Leeds United Merchandise is only available from:-

Leeds United Stadium Superstore: Elland Road, Leeds, LS11 0ES

Leeds United Football Club Store: Merrion Centre, Leeds, LS2 8NG

Leeds United Football Club Store: Trinity Shopping Centre, Leeds, LS1 4AG

Leeds United Football Club Store: Leeds Bradford Airport, Departures (airside)

Online Superstore: shop.leedsunited.com and via our

Merchandise Order Line: 0871 334 2019

In addition to the Superstore Leeds United have a Matchday essential retail unit situated in the West Stand Car Park, and an additional Matchday Essential Retail Unit outside the Centenary Pavilion.

 

The Elland Road Superstore opening hours are Monday to Saturday 9:00am - 5:30pm and Sunday 10:00am - 4:00pm. The Superstore is also open every home matchday until kick-off when the store closes and then re-opens 15 minutes before the final whistle and remains open for up to one hour after the match (subject to crowd circumstances).

The club carries out its obligations under the Football League rules to prevent price fixing in relation to the sale of replica strips.

Our Online Superstore will endeavour to notify customers, either by letter, telephone, email or fax, of any changes to pre-agreed delivery dates that will affect their order.

The club will strive to notify our customers of any changes in squad numbers and name changes through our retail outlets and website as soon as reasonably possible (squad names and numbers are subject to change each season).

The club offers refunds and exchanges on merchandise if you change your mind about your purchase. If you purchase any product from the Leeds United Superstore or the online store and you change your mind, it’s not a problem. Return with your receipt to the Elland Road Superstore or contact online help, with your unworn/unopened purchase within one month and we will exchange or refund it via the original method of payment. If you have lost your receipt we will exchange your unworn/unopened purchase at the current selling price for an alternative product. For a combination purchase (e.g. buy-one-get-one-free or buy a product and get a product free) you must return any free items or vouchers back to us to process a refund. Refunds are not given on goods that have been personalised or made to specification or printed with a players name or squad number even if the player subsequently leaves the club or his squad number changes during his career at Leeds United Football Club.

We do not offer refunds or exchanges on jewellery or computer games/DVDs/CDs unless otherwise stated in store, or if they are faulty. We are pleased to offer this in addition to your statutory rights.

If you would like to contact our mail order department / Online Superstore, please call our orderline 0871 334 2019 or shop.leedsunited.com and click on contact us

If you have any comments about the service that you have received or the product you have purchased at the Elland Road Superstore then please let our Store Manager / Duty Manager in Store know by contacting our Supporters Liaison Officer. For full details please see our ‘Helping us to help you’ section.

MATCHDAY: STADIUM

The club will ensure that Elland Road Stadium adheres to all pertinent safety regulations set out by The Sports Grounds Safety Authority and other statutory bodies. The club’s Safety Officer will meet regularly with the Safety Team and allow members of the Safety Team to be present at any match in line with their monitoring process.

The club’s matchday stewards have received comprehensive training on fire, first aid, general health & safety procedures and customer service to a minimum of NVQ Level 2 in Spectator Safety. The club takes the issue of racist abuse, actions causing offence, language causing offence and unreasonable or offensive behaviour seriously and in an attempt to eradicate this problem, we train our stewards to be extra vigilant of any offenders.

If a spectator continues to contravene these regulations action will be taken in accordance with the club’s policy to:

  • Immediately investigate the matter
  • Contact the offenders
  • If necessary dispatch undercover representatives to observe and gather evidence
  • evidence Report the offence to the police

Leeds United and West Yorkshire Police has a disciplinary process and behavioural agreements are issues to offenders only once, this is available to see on the Leeds United website.

Spectators who contravene the Ground Regulations could face ejection from the stadium and be arrested by the Police. Any spectators finding themselves in this position will be contacted by the club, advising they are suspended from attending further Leeds United matches until the matter has been resolved. They are requested to write into the Safety Officer with their version of events, after which time a police check will be requested. The spectator will be invited to attend a meeting to discuss the issue in person. In all proven cases, the spectator will be suspended for a number of matches. Anyone entering the field of play will automatically receive a minimum one year ban.

As all other Clubs, Leeds United has signed the Chairman’s Charter and agrees to ban anyone in possession or letting of a “pyro” device in the stadium for three years.

The club will look to work with our fans in overcoming many of these problems; our aim is to achieve an enjoyable and positive atmosphere at matches.

If you wish to report an offence you can contact the Safety Officer on 0113 367 6026; or by post to Safety Officer, Leeds United Football Club, Elland Road, Leeds, LS11 0ES.

Any problems are dealt with in complete confidence and in accordance with our policies.

For full ground regulations CLICK HERE.

Leeds United has a strict ‘No Smoking Policy’ including electronic cigarettes and smoking implements, within the concourse and seated areas of the stadium. Designated Smoking Zones have been created around the ground to try and accommodate spectators needs. The Smoking Zones are clearly signposted, and smoking is only permitted in the designated Smoking Zones at half time.

Any fan who wishes to anonymously alert the club to anti social behaviour in the stadium please use the matchday text service and the club will address any issues on the day. The number is 07887 514 789 Please note it the text and only in use on matchday.

Leeds United are to allow the return of static supporter flags into the North and South Stands before each game. The club are looking to create a unique pre-match atmosphere with a sea of Leeds United flags on display in the stands behind both goals and create a visual spectacle whilst our supporters sing famous club anthem ‘Marching on Together.

We are happy for visiting fans to bring their flags to Elland Road providing they have the correct certificates.  Please see contact details below.

Small handheld banners and flags will be allowed through the turnstiles in the North and South Stands on a matchday and will be checked by the turnstile operators on entry - any flags that are deemed to contain offensive content will be confiscated.

Larger flags (1 meter) will need to be pre-authorised by the club in order to comply with ground health and safety regulations. No poles will be allowed inside the stands at Elland Road. Any flag over the dimensions of 5ft by 3ft would be classed as an extra large flag and these must strictly be agreed in advance with the Club and will be stored at Elland Road.

All flags must carry a fire rated certificate. We hope that this initiative will be well received by our fans and supporter groups alike.  Further information regarding flags inside the stadium please contact Sue Watson (Safety Officer) via email at sue.watson@leedsunited.com.

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