Match tickets are non-refundable as expressed in the Terms and Conditions of Ticketing.
Any refund requests must be received in writing to the Ticket Office no later than 72 hours prior to kick off of the match and can only be considered in exceptional circumstances and on a discretionary basis (change of date and/or kick-off time is not considered to be an exceptional circumstance).
You can send your request in writing by:
Post: West Ham United Ticket Office, London Stadium, Queen Elizabeth Olympic Park, London, E20 2ST
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If you require any further assistance please contact the Ticket Office on 0333 030 1966 or by email at firstname.lastname@example.org. Lines are open Monday to Saturday, 09:00 - 17:00