MANSION FAQ
How long will it take to deliver my goods?
Please allow up to 21 days for delivery. However, we do try to deliver your goods within 7 to 10 days. At our busy periods it may take longer. We do offer a 5 working day express delivery service for orders for UK mainland only.
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.
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.
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.
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 0844 499 5000 and they will be able to advise you on where to send your item(s).
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.
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. Details of promotional days and offers will be announced throughout the season via the club’s communication channels.
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 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.
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.
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 have not yet received my order, how do I check the current status of the order?
Please log onto the website and click on the following link.
Please contact our telesales office on 0844 499 5000 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 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 Direct. 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 499 5000 option 1. Or alternatively if you are a One Hotspur member you can click here.
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