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Order Line: 0844 499 5007

FAQ

 

Why can’t I place an order? Why is my credit card being rejected?

  • Have you entered your credit/debit card number correctly?
  • Have you entered you credit/debit card number entered without spaces?
  • Did you enter your CV2 (last 3 numbers on back of card) number correctly?
  • Are your billing address details correct to where the card is registered?
  • Do you have enough funds in your bank account?
  • Did you enter a correct Valid from & Expiry date?

If all the answers to these questions are Yes and you are still not able to place your order, please contact us on +44 208 344 6673 or mail.order@tottenhamhotspur.com

 

I placed an order for an item that is on "pre-release" or "pre-order" what does this mean?

"Pre-release"/"Pre-Order" means that the item is not yet in stock with us at the point of order. This means that the order will be sent out to you once we receive the stock. On all pre-release/pre-order products there is a date that will advise you of an approximate date that we receive the stock, this date is subject to change.

 

How long will it take to deliver my goods?

We do try to deliver your goods within 2 - 6 working days (UK). At our busy periods it may take longer. We do offer a next day express delivery service for orders for UK mainland only (if placed before noon). For further information on delivery timescales please check our terms and conditions.

 

What does the post and packing charge include?

Post and packing includes VAT. The goods are normally sent out registered post. Goods are insured for loss or damage. We ensure items have appropriate packaging to alleviate the possibility of damage.

 

How can I ensure I order the correct size?

On the online store please refer to the size charts. We would suggest that you read them before ordering. Please note we are unable to refund or exchange personalised shirts, due to customers ordering the incorrect size.

 

When will my credit card be charged?

If you place an order with us and wish to pay by credit card, the funds will be held against your card, as soon as the order is released for preparation and dispatch in the warehouse. At this point, we make a request to the bank to authorize the transaction. We will not actually draw on the funds, but you will need to have the order value available on your card. Once your order is ready to be dispatched, we charge your Credit Card, for the order amount. Please note the funds can be reserved up to 21 days before we actually charge your card ( busy periods) Please ensure funds are available, so that you do not receive any charges from your bank or Credit Card Company.

If you place your order using PayPal, the funds are taken up front like a cash payment. In the event of order cancellation, these funds will be refunded back to your PayPal account.

 

Why can't I return my replica kit?

Customers should be aware that sizing may vary from previous replica kits. Please ensure you obtain the correct size before printing as we are unable to exchange or refund after letters and/or numbers have been applied. Tottenham Hotspur cannot accept liability for any changes to players’ names and numbers due to transfers.

 

Why does my signed merchandise take so long to be delivered?

Signed merchandise can take a long time because of many reasons. Firstly due to the nature of football, some players may be suffering from injuries when signatures are required. Equally players will often be away with our squad or on international duty with their respective countries which makes attaining signatures impossible.

 

Why did I receive a call or letter telling me that one of the items in my order is out of stock?

Sometimes when we get down to low stock levels within our warehouse, we come across stock that is damaged and therefore we are unable to send these items out to our customers. Tottenham Hotspur Football Club will always contact our customers by any of the following methods of communication: Telephone, letter or e-mail.

 

Why will an operator not discuss my order with me?

If you have placed an order with us and the registered name on the customer account is different to your name, we are not able to disclose any information in relation to the order. This is due to the data protection act, so if you wish to place an order for yourself and don’t currently have a customer account with us, it is strongly advisable that you register with us instead of using an account that is not registered under your name.

 

Is my information that I have entered on to the site secure?

Security is very important to us. Secure Socket Layer ("SSL") encryption technology is used for protection of information in transit for any sensitive transactions such as payments. Additional security procedures are in place to protect the confidentiality, integrity and availability of your Personal Information. Your Personal Information will not be kept longer than is necessary for the purposes stated when you registered or in this Privacy Policy.

 

I am not able to select a size on a product, why is this?

If you have this issue, please check your browser settings and make sure that JavaScript is enabled.

 

Under the basket there is a box that asks me for a promotional code, but I don’t have one. How do I get a promotional code?

We send out promotional codes to customers so that they can make use special offers, usually this occurs when our catalogues are mailed out. In order for you to receive special offers from the club, you have to be on our mailing list. If you are unsure if you are on our mailing list and wish to receive offers from us, all you need to do is go to My Account and then to My Personal Details. At the bottom of that screen you will see many options including asking if it ok for the club to contact you regarding any products or offers. All you need to do is tick the appropriate boxes and confirm by clicking on the update button (located at the bottom right of that page).

 

How do I use a promotional code?

To make use of a promotion, you will need to take your promotional code and insert it into the box that states “Promotional Code”. This box appears in on the basket page underneath the detail that displays what you are purchasing from us. Once you enter the promotional code you have to click on the update button, which appears on the basket page. Please also ensure that your promotional code is entered in capital letters where appropriate.

Now that your promotional code is entered and you have clicked “Update”, you will be redirected to a new screen. This screen displays the offer that your promotional code has activated. At this point you need to select the button next to the promotion and then click the “Add” button.

This means that you are now eligible for the promotion. The screen will then display the product(s) that you are able to add to your basket. Here you need to click on the button next to the product that you wish to add as part of the promotion and then click the “Add” button.

This will then redirect you back to the basket and you should see the promotional item in your basket. Now you just need to press the “Place Order” button to proceed as normal.

 

If I am a One Hotspur member, am I entitled to a discount?

Throughout the season, One Hotspur Members will be invited to exclusive events in our Spurs shops, including a first look at items in our sales and special Christmas shopping events. In addition, all One Hotspur Members will receive discounts in Spurs shops, Spurs Direct and our Online Store at tottenhamhotspur.com on specially designated days and products during the season.

In order to make use of a One Hotspur offer, please ensure you are logged in as many offers are automatically given to you based upon you client reference number.

 

 

Can I return an item if I am not happy with it?

Most goods can be returned for refund or exchange, if they are sent back to us within 28 days of purchase and they are in as new condition with the original receipt and packaging. If an item has been personalised i.e. printing or engraving we are unable to refund or exchange due to the fact we would be unable to re sell the item. Videos, CDs and DVDs can be returned if the seal has not been broken. Jewellery items can be returned if not personalised, but we do not accept returns or exchanges on earrings due to hygiene reasons.

Please see our mail order exchanges section of our terms and conditions, for further information.

 

How and where do I send my item if I want an exchange or refund?

If you receive an item that is damaged please contact our telesales office on +44 208 344 6673 and they will be able to advise you on where to send your item(s). You are also able to exchange any goods in any of our stores as long as you have a valid receipt and return it within 28 days of purchase.

 

I have not yet received my order, how do I check the current status of the order?

Please contact our telesales office on +44 208 344 6673 and one of our team will investigate the matter. If we find that there has been an error with your order on our side we will refund the difference between the express and standard postage charge.

 

I have not recieved my order yet and I am worried it is lost, what should I do?

In accordance with the regulations imposed by our carrier, we cannot deem a parcel lost until 15 days from the date of despatch for UK customers and 25 days for overseas customers.

Once reported as lost after the 15 days have elapsed, the customer will need to complete a declaration form, which will be sent by out by us.

This form declares that the customer has not received his or her goods. Once the form is correctly completed by the customer and received by us, the information provided by the customer will then be processed. We use the completed declaration form to provide Royal Mail with the details of the lost parcel so they can begin their investigations.

 

What are the opening hours for the call centre?

The call centre is open from   Monday to Thursday 10:00 - 17:00

                                                                   Friday      8:30 - 15:30

 

I want to buy tickets and order some goods from the online store; can I do this all at once?

Unfortunately we are unable to process requests for tickets via Spurs Online Shop or Mail Order. We are also unable to transfer any customers directly to the ticket office so if you wish to order tickets you will have to speak to the ticket office directly on 0844 844 0102 (option 1). Or alternatively if you are a One Hotspur member you can CLICK HERE.

 

 

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