Refund and Returns Policy
Every item we sell is printed or made after you order it, so this page sets out when you can send something back, what condition it has to be in, how your money is returned and what happens if the item arrives faulty or wrong. It also explains the rights you have by law, which sit alongside this policy rather than behind it.
Your 30 day return window
You can change your mind about an order within 30 days of the day it arrives, as long as the item is not personalised.
The window covers unworn, unwashed items that are still in the condition you received them, with any tags and the original packaging.
Tell us inside the window and we will send you the return details, even if the parcel then reaches us a few days later.
Personalised items cannot be returned for a change of mind
Most of what we sell is printed or made after you order it, often with a name, a number or a design you chose yourself.
A personalised item cannot be returned or exchanged because you changed your mind, since it was made for you and cannot be sold to anyone else.
This has no effect on an item that arrives faulty, damaged or different from what you ordered, and those are covered further down this page.
- A name or nickname printed on a shirt, hoodie or bag.
- A squad number, or a name and number combination you supplied.
- A tumbler, mirror or bracelet made with your own text or artwork.
- A design we produced or changed at your request.
The personalised goods exemption in the European Union and the United Kingdom
In the European Union and the United Kingdom the law itself exempts goods made to your specification from the right to cancel an online order.
For the European Union this is Article 16(c) of the Consumer Rights Directive, and for the United Kingdom it is the Consumer Contracts Regulations 2013.
We state it plainly because the exemption is a rule of law rather than a condition we invented, and it applies only to goods made to your specification.
What condition the item has to be in
Send the item back unworn, unwashed and free of marks, odours and pet hair, with any tags still attached.
Try clothing on the way you would in a shop, but do not wear it to a match, a night out or a training session.
If an item comes back in a condition we cannot sell on, we may decline the return or refund less, and we will explain why in writing.
How to return an item
The process is the same wherever you are, and it starts with a message rather than a form.
Please do not send anything back before you write to us, because a parcel that arrives without an order number is hard to match to anyone.
- Write to us at [email protected] with your order number, the item you want to return and the reason.
- We reply with the return address and anything specific to your region.
- Pack the item so that it travels safely, and send it with a service that gives you a tracking number.
- Send us that tracking number so we can follow the parcel and tell you when it lands.
- We check the item when it arrives and pay the refund to the method you paid with.
Who pays for return shipping
For a change of mind return, the cost of sending the item back is paid by the customer, unless the item is faulty, damaged or not what was ordered.
If the item is faulty, damaged or not what you ordered, we cover the return and the replacement together.
Keep the receipt for the postage you paid, because we cannot refund a cost we cannot see.
How and when you get your money back
We process refunds within 5 of the returned item reaching us, once we have checked it.
The money goes back to the payment method you used, and we cannot send it to a different card or account.
Your bank may take a few extra days to show the refund, and a change in the exchange rate since the order can change what you receive.
Faulty, damaged and wrong items
Tell us within 14 of delivery if something arrives faulty, damaged or different from what you ordered.
Send a photograph of the item and of the packaging, and keep both until we have sorted it out.
We replace the item or refund it in full, including the delivery you paid, and you never have to return a faulty item at your own cost.
Print quality and our guarantee
Our print work is covered against defects in the print and the materials for a faulty print or a manufacturing defect is replaced or refunded in full from the day of delivery.
Washing instructions are on the product page, and print that fails after it has been followed is our problem rather than yours.
Normal fading over years of wear is not a fault, and neither is a colour that looks slightly different on your screen from the one in your hand.
Exchanges
You can ask for a different size or colour within 30 of delivery, as long as the item is not personalised and is in resalable condition.
Exchanges depend on what can still be produced, because your replacement is printed rather than taken from a shelf.
If the size or colour you want is not available, we refund the item instead.
Your statutory rights in the European Union
If you are in the European Union you have a 14 day right of withdrawal from the day you receive the goods, which sits alongside this policy.
You also have a 2 year legal guarantee of conformity, so goods must be as described, fit for purpose and of satisfactory quality.
The personalised goods exemption described above is the only limit the law places on the withdrawal right, and nothing here reduces the guarantee.
Your statutory rights in the United Kingdom
If you are in the United Kingdom you can cancel an online order within 14 days of receiving it under the Consumer Contracts Regulations 2013.
The Consumer Rights Act 2015 also gives you 30 days to reject goods that are faulty, and remedies after that where a fault is inherent.
Our own return window is longer than the statutory one, and it applies in addition to these rights rather than instead of them.
Your statutory rights in Australia
If you are in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.
Your rights in the United States
If you are in the United States, the return and refund terms on this page are our own promise rather than an obligation the law places on us.
State law, and any warranty that comes with your order, may give you rights that reach further, and we do not stand in the way of them.
Nothing in this policy is meant to limit a right you have under the law of your state.
Your rights come first
Nothing in this policy limits or replaces a right the law gives you, and we never ask you to give one up in order to shop with us.
Where this policy and the law disagree, the law wins and we follow it.
If you are unsure whether your situation is covered, write to [email protected] and ask before you send anything back.