Frequently Asked Questions

 Being a Madridista Platinum means you are recognised by the Club as an official Real Madrid supporter and receive an annual subscription to an official first team football jersey. As a member, you will receive a personalised card with your name and Madridista Platinum number, the official jersey you have selected each season, and you will enjoy exclusive benefits.

You can choose between the annual option, where you receive the jersey each season with a single annual payment, or the monthly option, with 12 monthly payments to receive the jersey in the 12th month, once you have completed all payments.

The price of the Madridista Platinum subscription depends on the version of the jersey you choose when you sign up.

You can also choose between a monthly payment of €12.90 or €16.90 (Authentic version), or an annual payment of €149.90 or €194.90 (Authentic version).

*Prices valid for the 2025/26 season

If you have chosen the annual option, your jersey will be sent to you during the first month of your subscription.
 
If you have chosen the monthly option, you will receive your jersey in the 12th month, once you have made the 12 monthly payments. The estimated delivery time of the Welcome Pack is two weeks from the date of registration for shipments to Spain and three weeks for international shipments.
 
If you have any questions about the delivery of your jersey, you can contact: customerservices@shop.realmadrid.com or through the following form: https://support.shop.realmadrid.com/es/support/tickets/new

The renewal price for the Madridista Platinum subscription depends on the type of jersey you have chosen. For the 2025/26 season, the monthly prices are €12.99 per month and €16.90 per month (Authentic version), and for the annual option, €149.90 or €194.90 (Authentic version) in a single payment.

Renewal is automatic and payment is taken annually or monthly, depending on the option you have chosen, on the same day you subscribed.

Payment of the monthly subscription will be made automatically each month, on the same day you subscribe. Should you cancel or stop paying your subscription before completing the 12 payments, your subscription will be cancelled and the payments previously paid will not be refunded. In the event of an incident due to non-payment of a monthly payment, we will inform you so that you can resolve it within a maximum period of the unpaid monthly payment. If, after this period, you have not resolved the incident, you will be removed from the Platinum subscription, from the possibility of acquiring the selected jersey and you will not be refunded the amounts of the monthly payments paid, exempting the Club from all responsibility for the charge of the pending payments and the refund of the amounts collected.

Once you have completed the registration process, you will receive the following items at the postal address you provided:

• Personalised Platinum membership card.
• Welcome letter.
• Player postcard with their signature.
• Information on how to redeem your benefits.

If you have chosen the annual option, the Welcome Pack will also include your jersey.

If you have chosen the monthly option, you will receive your jersey in a separate shipment.

If you have chosen the annual option, the Welcome Pack will be sent together with your jersey during the first month of your subscription.
If you have chosen the monthly option, you will receive your Welcome Pack in a separate shipment. The estimated delivery time is two weeks for shipments to Spain and three weeks for international shipments.
If you have any questions about the delivery of your Welcome Pack, please contact: madridistas.platinum@corp.realmadrid.com

For the men's first team football matches, during restricted sales periods for Madridistas Platinum, you may purchase one ticket per Platinum membership, with a maximum of four tickets per purchase for Madridista Platinum or Premium. For women's football and basketball matches, you may purchase your ticket and those of your companions, and also enjoy a discount on your Madridista Platinum ticket.

Your Madridista Platinum number appears on your physical card and on your digital card if you have downloaded it to your Wallet. You can also find it in your Private Area and in the welcome email you receive when you sign up.

As a Madridista Platinum, you can enjoy exclusive benefits, such as receiving each season's jersey, full access to RM Play, priority ticket purchasing, and a 15% discount in the Online Store, among others.

You can view all of these benefits in your Private Area and at https://www.realmadrid.com/en-US/legal/general-conditions-madridista-program-benefits

If you wish to unsubscribe as a Madridista Platinum, you can do so through your Private Area. Go to ‘Your profile’ and then ‘Your subscription’, where you will find the option ‘Change plan’ or ‘Unsubscribe from the Madridista Community’. You will continue to have access to the benefits until the end of the corresponding contract period.

In the case of a monthly subscription, if you cancel or stop paying your subscription before completing the 12 payments, your subscription will be cancelled and any payments already made will not be refunded.

If your query is related to other aspects of your subscription or the delivery of the Welcome Pack, you have an exclusive helpline (Madridista Line), which you can contact by calling +34 913 742 400 or by emailing Platinum Madridistas: madridistas.platinum@corp.realmadrid.com
 
The helpline is open from Monday to Sunday, from 9:00 am to 9:00 pm CET, uninterrupted, every day of the year.
 
https://www.realmadrid.com/es-ES/el-club/contacto
 
If you have any queries about your jersey you can contact us via the following form: https://support.shop.realmadrid.com/es/support/tickets/new

For incidents related to your jersey, you can contact customerservices@shop.realmadrid.com or through the following form: https://support.shop.realmadrid.com/es/support/tickets/new
 
You can also contact us by phone if you live in one of these countries:
 
Spain: +34 911674669
USA: 1 (888) 803-4360
Canada: 1 (778) 561 4363
Mexico: +52 800 283 2787
Australia: +61 1800 57 7282

Once you have completed the registration process and your payment has been verified, you will be able to select your jerseyand size from the available options. Your choice will be recorded and reserved for preparation in accordance with your preferences.

Yes. You can personalise your jersey by indicating a name and number — either a player's number or a custom number — in accordance with the options permitted by the Club and the technical or legal restrictions in force. The confirmed personalisation will be used for preparation.

You can select the official patches available at the time of customisation, depending on seasonal availability and stock. The patches you choose will be applied during the manufacturing process of your jersey.

In the annual plan, once you confirm your choice of kit, size and personalisation, no changes can be made. In the monthly plan, before the 12th month's payment, you can confirm your initial choice or request a change, subject to availability. After completing the 12th month's payment and confirming your final selection, no further changes can be made.

Unfortunately, we cannot accept returns or exchanges based on size, personal preference, or errors in the information provided, as each item is custom-made for you according to your specifications. You may request a free repair or replacement if there is a manufacturing defect, damage during shipping, an error in preparation, or any other issue not attributable to you, in accordance with applicable regulations.

You will receive a shipping notification email once your order has been dispatched. This email will contain a tracking link and an estimated delivery time.