Terms and Conditions

Terms and Conditions

1. Terms and Conditions

You can shop by phone, fax, post or online and remember every penny you spend goes directly to the Club.
Thank you for your support.

If you have any questions or queries about these terms and conditions and/or shopping online, please see our FAQ section, or alternatively contact us by telephone on 0844 499 5000 or email us at mail.order@tottenhamhotspur.com

2. 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 to personalise you item. Tottenham Hotspur plc cannot accept liability for any changes to players names and numbers due to transfers.

3. Personalisation Of Replica Kit

Tottenham Hotspur plc (“we”, “us”, “our”) reserves the right to refuse to print shirts that we deem offensive or abusive. An operator will contact you to discuss your choice and, if necessary, request an alternative. Please note this may delay delivery of your shirt.

4.Online Shop

Our online store is a secure site. Shop with confidence and the knowledge that your credit card details are safe. It is fast and easy and you can shop 24 hours a day, 365 days a year, at a time to suit you.

5. Online Terms And Conditions

These terms and conditions are compliant with the European E-Commerce directive and Distance Selling regulations 2000. They do not limit or exclude your statutory rights.

Address for order enquiries and complaints -Tottenham Hotspur plc, Mail Order Department, Unit 1, Baird Road, Enfield, Middlesex EN1 1SJ.

Mail Order Manager - June Walsh june.walsh@tottenhamhotspur.com

Company registration No - 170658 VAT Number - 387076026

Registered Address - Bill Nicholson Way, 748 High Road, Tottenham, London, N17 0AP

6. Pricing Policy

Prices quoted on our website are correct at time of publishing but we reserve the right to vary them up or down due to changes in VAT or any other circumstances which may be beyond our control. All prices stated are inclusive of VAT. If we despatch an order to a destination outside the European Community (including the Channel Islands) VAT will automatically be deducted. All orders are subject to a delivery charge (click HERE for charges or see paragraph 12 below).

Despite our best efforts, it is possible that some of the prices on our website are incorrect. If this happens, we will, at our discretion, either contact you for instructions or confirmation of the correct price, before dispatch or cancel your order and notify you.

7. The Contract

A binding contract will be formed between us and you when we send you confirmation via email (“Order Confirmation”) that your order has been accepted. Once payment is received in full by us, you will get legal title of the goods (ownership).

8.Order Cancellation

We offer customers the right to cancel all or part of their order during a “cooling off” period of seven (7) working days starting on the next day after you have taken delivery of the goods* excluding Saturdays, Sundays and public holidays.

Instructions to cancel all or part of your order MUST be IN WRITING. You may notify us by post to the above address, by fax to - 0208 805 8980, or email to mail.order@tottenhamhotspur.com. You are required to take reasonable care of the goods and return them at your own cost in order to receive a refund for a cancelled order.

If your order has already been delivered you will need to follow our Refunds procedure.

*Excluding personalised goods (such as printed replica kit), videos, CDs, DVDs and magazines/programmes.For hygiene reasons, earrings and bodybars cannot be resold by us if returned with the packaging opened. Except in the case of faulty merchandise, we will not refund earrings and bodybars where the goods have been resealed and they have become unsuitable for resale.

For further information on order cancellation please see’ Rights of Cancellation’ in our Terms and Conditions.

9. Payment

Goods ordered via the internet can be paid for by any of the following credit cards:

Mastercard - Visa - Delta - Maestro- Electron- Solo and JCB. We also accept payment by Debit Card.

Credit/Debit cards will not be charged until the goods are despatched, however when we raise the paperwork for the warehouse to prepare your order, the funds will be reserved on your credit card. If you order and any of your item/s are out of stock we will not debit your card until the stock comes in and we despatch the item/s to you. The only exceptions to this are for made to measure jewellery.

Sterling cheques and postal orders will be banked on receipt. Please allow ten (10) working days for these to clear, which may delay the despatching of your order.

We DO NOT accept American Express or Diners Club cards for Mail Order OR Cash on Delivery.

Please see Mail Order Exchanges (section 12) below for further guidance and details on how to return cancelled goods to us.

10. Customs Duty Applied

Please note the customer is responsible for all charges that relate to customs or duty that may be applied in certain countries. Tottenham Hotspur take no responsibility for these charges or for any delays in your receiving any goods owing to customs’ intervention.

11. Mail Order Delivery

We aim to despatch orders within ten (10) working days but please allow up to twenty one (21) days for delivery in the UK. Overseas may take up to six (6) weeks for delivery dependent upon destination. Some orders may be delivered in several parcels to suit packaging requirements. An express delivery service is available for mainland UK only, at an extra cost and subject to stock availability when ordering. Although all reasonable efforts will be made to ensure prompt despatch, orders are accepted without guarantee of delivery by specific dates. Despatch to British Forces Post Office addresses are only at the customers risk.

12. Delivery Charges

Post & Packaging

The rates listed below for Post and Packing includes documentation, insurance, packing materials and labour. An additional charge may be levied for deliveries of heavy or bulky items. You will be contacted if this applies to your order. In the interest of security most of our deliveries require a signature.

UK Delivery

Normal delivery is approximately 7-10 days BUT please allow up to twenty one (21) days at busy periods. UK Express is five (5) working days and is charged at a higher rate.

Eire & Europe

Goods will be despatched within fourteen (14) days of receipt of order.

Rest of the World

Goods will be despatched within fourteen (14) of receipt of order.
All delivery dates and timescales are subject to change due to availability of stock. These are guidelines when we have full stock availability.

Export Deliveries

Post and Packing Charges - UK Delivery
UK Order Under £20.00	£3.49
UK Orders Over £20.00	£5.99
UK Orders Over £200.00	Free
UK Express Service Under £20.00	£7.49
UK Express Service Over £20.00	£9.99

Post and Packing Charges - Eire and Europe Delivery
Eire and Europe	1 item	£8.99
Eire and Europe	2 or more items	£12.99

Post and Packing Charges - Rest of the World Delivery
Rest of the World	1 item	£13.99
Rest of the World	2 or more items	£19.99

If you have a question regarding the delivery information please contact the call centre on 0844 499 5000 or by email to mail.order@tottenhamhotspur.com

13. Mail Order Exchanges

Damaged/Missing Goods On Delivery
You must report any damaged goods or missing items from your parcel within 72 hours of receipt. Please call the Mail Order team on 0844 499 5000 or email to mail.order@tottenhamhotspur.com. If you do not contact us within 72 hours we reserve the right not to replace or exchange/refund the item (s) that are damaged or missing.

Exchanges
If you are not completely satisfied with your purchase and would like to change the item (s) we will be happy to exchange most goods* provided that they are returned in a new and unused condition, with your proof of purchase and within 28 days** of that purchase. Please ensure you also enclose payment details to cover the cost of postage and packing for us to send out the replacement item (s).

All goods to be exchanged must be received back in a new and unused condition, with the original wrapping and the Mail Order invoice or shop receipt. Please re-use the original packing material if possible, and if from Mail Order, use the return label attached to the invoice. The return address is Tottenham Hotspur Mail Order, Unit 1 Baird Road, Enfield, Middlesex, EN1 1SJ.

We cannot accept responsibility for returned goods if they are lost in transit. It is your responsibility to obtain a Proof of Posting Certificate or have adequately insured the goods using Recorded Delivery of Special Delivery for expensive items.

*Excluding personalised goods (such as printed replica kit), videos,CDs, DVDs, and magazines/programmes.For hygiene reasons,earrings and body bars cannot be resold by us if returned with packaging opened. Except in the case of faulty merchandise, we will not refund earrings and bodybars where the goods have been unsealed and they have become unsuitable for resale.

** The date for Mail Order customers for the 28 day period to start will be from the date that the goods have been dispatched from our warehouse.

14.Refunds
If you wish to have an item (s) refunded, the goods* must be in a new and unused condition, returned to us with your proof of purchase and within 28 days** of that purchase.

All goods to be refunded must be received back in a new and unused condition with the original wrapping and the Mail Order invoice or shop receipt. Please re-use the original packing material and if from Mail Order use the return label attached to the invoice. The return address is Tottenham Hotspur Mail Order, Unit 1 Baird Road, Enfield, Middlesex, EN1 1SJ .

We cannot accept responsibility for returned goods if they are lost in transit. It is your responsibility to obtained Proof of Posting Certificate or have adequately insured the goods using Recorded Delivery of Special Delivery for expensive items.

If we find that the item (s) have not been returned to us in a new and unused condition, we reserve the right to refuse a refund.

** The date for Mail Order customers for the 28 day period to start will be from the date that the goods have been dispatched from our warehouse.

Our policies for exchanges and refunds are in addition to your statutory rights including the cooling off period we give you under section 6 above.

15. Faulty Goods
If the item is not of a satisfactory quality please follow our Refunds procedures. You also need to return it to us along with your proof of purchase and a covering letter stating the fault.

Please note you may return any of our products for a Refund and /or exchange to any of our stores. The goods must be in a new and unused condition with all original packaging and labels, with your proof or purchase and within 28 days of that purchase.

For store information please check our website or call Spurs Direct on 0844 499 5000.

16. Stock Availability

We make every effort to ensure that the items featured are available but occasionally some items will be temporarily out-of-stock or we may sell-out earlier than planned in a particular style, colour or size.

If an item is unavailable at the time of order, we may send an alternative item on approval. If this is not possible we may automatically place the item on back order to be despatched at a later date, which you will be advised of.
If part of your order is out of stock we will split your order and send the in-stock item/s to you. Once the other item/s is in-stock we will send it to you. We will not make any additional delivery charges if we split your order in this way. In exceptional circumstances we may hold all of an order/s until stock is fully available. We reserve the right to cancel orders for items unavailable or sold out and refund by credit card or gift vouchers which may be redeemed for a cheque refund if preferred.

If for any reason you are not satisfied with any article, we will do our utmost to deal with your complaint to your satisfaction. This does not affect your statutory rights.

17. Copyright Notice

All content included on our online store including but not limited to the web site design, photographs, images, text, graphics, audio clips, visual clips, logos, button icons and the selection and arrangement thereof are either our property or that of our content suppliers and are protected by UK and international copyright laws. All software used on this site is either our property or that of our suppliers and is protected by UK and international copyright laws ALL RIGHTS ARE RESERVED. Permission is granted to electronically copy and to print in hard copy portions of this Web site for the purposes of placing an order with us and using this website as a shopping resource only. Any other use of materials on this Web Site including reproduction for purposes other than those noted above, modification, distribution, transmission, broadcasting republication, downloading or uploading without our prior written permission is strictly prohibited.

18. Governing Law And Jurisdiction

Any disputes arising from use of this website will be governed by and construed in accordance with English Law and will be subject to the jurisdiction of the English Courts.

19. Tax Free Shopping - Save 14.9%

For overseas customers outside the EC
If we dispatch your order to an address outside the EC or to Jersey and Guernsey, we will automatically deduct UK Value Added Tax included in most of the prices displayed. Currently it is 17.5% and is added to all goods except children's clothing, programmes and magazines that are tax free. You will save 14.9% of the total cost of vatable items.

Customs/Duty applied