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Customer Service: 0344 499 5007
 

Terms and Conditions

 

1. Our rights


We reserve the right to modify or withdraw all or part of this website either temporarily or permanently with or without notice to you. You confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or Change the Terms and Conditions from time to time. Your continued use of the Website in its entirety or in part, following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Terms and Conditions have been changed. If you do not agree to any change to the Terms and Conditions then you must immediately stop using the Website.

2. Terms and Conditions


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 0344 499 5007 or email us at mail.order@tottenhamhotspur.com

Please note that phone calls to our Assistants will be charged 5p from a BT UK landline. If the call is from a mobile, another service provider or from overseas the call charge will vary. You will need to contact your provider for further details.

These terms and conditions are subject to change. It is your responsibility to check regularly the terms and conditions as to whether there have been any changes

3. Contact Details


Address for orders, enquiries and complaints –

Tottenham Hotspur Limited, Mail Order Department, Unit 10, Kier Park, Ponders End Industrial Estate, East Duck Lees Lane, Ponders End, Enfield, EN3 7SR.

mail.order@tottenhamhotspur.com

customer.care@tottenhamhotspur.com

Telephone 0344 499 5007

Company registration No - 170658 VAT Number - 387076026

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

Other Spurs Shops


Spurs Shop Enfield, 46 Church Street, Enfield, EN2 6AZ

Spurs Shop Harlow, 33B Harvey Centre, Harlow CM20 1XW

Spurs Megastore, Park Lane Corner, London, N17 0AP

Spurs Shop Stevenage, 6a Westgate Shopping Centre, Stevenage, SG1 1QR

4. Mail Order (Telesales) Telephones


All calls may be recorded for monitoring and/or training purposes.

Phone Rates


If you call the Spurs Mail Order telephone number you will be charged 5p from a BT UK landline. If the call is from a mobile, another service provider or from overseas the call charge will vary. You will need to contact your provider for further details

Calls may be recorded for training and monitoring purposes.

5. Definitions


“We”/ “Us”/ “the Club” means Tottenham Hotspur Limited

Tottenham Hotspur Limited and/or Tottenham Hotspur Football & Athletic Co. Limited and the word ‘our’ shall be construed accordingly.

Site

- means our website located at tottenhamhotspur.com or tottenhamhotspur.com/shop or any extension or variation of the shop, including shop.tottenhamhotspur.com mobileshop.tottenhamhotspur.com or the official Spurs Shop app for iOS devices

Users

- means the users of the Site collectively and/or individually as the context allows.

Personal Information

- means any details from which a living individual may be identified, which may be provided by you to us via the Site.

Personalisation

– means any product that is modified from its original form by either the addition of other products, additional features or design and is specifically asked for by the customer. Personalisation also includes products that by default have additional components added (for example Hero Printed Shirts). This is still classed as personalisation as the original garment is supplemented by the application of additional items.

A kit shirt is also classed as personalisation irrespective of whether the name is a player or a custom name being applied. It is also classed as personalised if just numbers or just badges are applied to the garment or a mixture of all the above. Equally a mug (or other items) are classed as personalised where additional wording and or components are added to the original design.

Mobile

- means a small (small enough to carry in one hand) electrical device with computing ability and usually with the capability for internet connectivity, as well as the ability for telecommunications or video communications. This includes but is not limited to mobile phones (cell phones) operating on iOS, Android, Windows, blackberry, Firefox OS, Salifish OS, Symbian, Tizen. Mobile is not limited to communication devices and may also include other small devices which lack communication technology such as iPods and MP3 Players.

Tablet

– means an electrical device with computing ability and usually with the capability for internet connectivity. A tablet may or may not be capable of telecommunication, and video communication. A tablet is generally distinguished from a mobile by the fact it can be easily carried, its small size (usually 7 inches and larger though they can be smaller) and its operating system (mobile operating system rather than a full operating system such as Windows 7).

6. 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).

7. Contact Information


Please ensure your contact details are correct, as we will email you updates regarding your order status. If we do not have the correct information it could delay your order. Your email address is a vital part of your account.

As we are data protection compliant we will not contact you with promotions unless you have selected to be contacted by email. We will use email purely to keep you updated.

If you move home please let us know by email so we may update your records mail.order@tottenhamhotspur.com .This will ensure you receive the latest catalogues and promotions.

When using the website you agree that:

The Personal Information which you are required to provide when you use the website as either a registered customer or guest is true, accurate, current and complete in all respects; and

You will notify us immediately of any changes to the Personal Information by contacting our Customer Service Representatives by e-mail, or calling us on 0344 499 5007 between 9am-5pm, Monday to Friday.

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

You are able to manually update your personal information by going to this link and modifying your account details.

8. Order Cancellation


You have the right to cancel all or part of your order during a "cooling off" period of  fourteen (14) days starting on the next day after you have taken delivery of the goods*. If your order consists of multiple lots or pieces  delivered on different days, the cancellation period ends at the end of 14 days after the day on which the last of the lots or pieces come into your (or another person’s possession, other than the carrier, identified by the you to take possession of them) physical possession.

If an entire order is returned to us then we will refund the total value of the order including the postage charge. As we charge postage for the entire order and not per item we can only refund postage if the entire order is returned to us. In the event that one item within an order is returned to us, we are under no obligation to refund your full delivery charge.

To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by a clear statement (e.g. a letter sent by post, fax or e-mail). You may notify us by post to the above address, by fax to - 0208 344 6671, 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, underwear, earrings and body bars cannot be resold by us if returned with the packaging opened. Except in the case of faulty merchandise, we will not refund underwear, earrings and body bars where the goods have been resealed and they have become unsuitable for resale.

9. Payment


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

Credit Cards/Debit Cards - Mastercard - Visa - Delta - Maestro

We also accept payment by Debit Card and Paypal.

Internet and Mail Order Orders

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. Please note if your credit card is not authorised the system will try to obtain funds 3 times then automatically cancel the order. You will need to process again with a valid payment method.

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

Cash will be banked upon receipt, and can be used to pay for orders that have been sent via the post.

If sending your order through the post with the payment enclosed please ensure that you take all necessary precautions and insure the value of the payment enclosed.

We cannot accept responsibility for orders sent via post and any monetary value enclosed within the order if they are lost in transit. It is your responsibility to obtain a Proof of Posting Certificate or have adequately insured the order using Recorded Delivery.

PayPal will be banked upon receipt of order and the value for the transaction deducted from your account at the point of placing the order.

We DO NOT accept American Express or Diners Club cards OR Cash on Delivery for goods purchased through the Internet website or telesales.

10. Failed Orders & Rejection of Credit Cards


We will automatically make a number of checks on the credit card information you provide - through our own systems, those of our bank and those of your card issuer.

When you place an order, our system will communicate with your card issuer to obtain authorisation based on your card number. This will check if you have sufficient cleared funds in your account to cover the total cost of your order. If you do have sufficient funds the value of the order will be reserved for a period of time in your account and authorisation is sent to us.

At the same time our system will check with the card issuer your address details that you have registered with the card and the three digit security code on the back of your card.

The value of your order may then be “suspended” in your account, even though your order has not been placed due to it failing security checks. In this circumstance we are not permitted to assist you in cancelling these allocated funds and you will have to contact your card issuer. They can advise how long the funds will be held before being released back into your account.

It is possible that you may have made a typing error or maybe you have not advised your card issuer of a recent address change, but if it appears that your order attempt has failed it is important that you do not keep trying to place an order as each attempt may be reserving more funds in your account and unavailable to you for other purposes.

We recommend that if you experience any problems with ordering that you contact us by email on mail.order@tottenhamhotspur.com

11. Gift Cards and Tour Vouchers


1. We do not collect personal information about Giftcard customers, therefore Tottenham Hotspur are not able to replace or reimburse the value of your Giftcard and Tour Vouchers if it is lost, stolen, or damaged. Please look after this card/vouchers carefully and treat it just like cash.

2. We are unable to give cash change or exchange your Giftcard/Tour Vouchers balance for cash.

3. Every time you use your card, the balance is updated on our secure database. If you would like to check your balance simply take your Giftcard to any Spurs Shop

4. If you hold several Giftcards and would like to combine their value to a single card – simply ask at a Spurs Shop.

5. We can take any action we consider appropriate if we have reason to believe you are abusing the Giftcard scheme, including withholding part or all of the balance credited on the card.

6. For help with your Giftcard, please call 0344 499 5007.

7. The value on this Giftcard will expire if not used for 24 consecutive months from either the last use or from the day the giftcard is purchased and the remaining balance will be deducted.

8. Tottenham Hotspur Limited reserves the right to alter these conditions without prior notice to the buyer.

12. Overseas Customers


Delivery


If you have a query regarding the delivery time on an order, please note that we aim to despatch your order within 7 working days. Overseas deliveries can take up to six (6) weeks to be delivered depending on destination. Any despatches to BFPO addresses are also done only at the customer's own risk.

Contact Us


If you have a query regarding an order you are able to contact our overseas call centre by calling +44 208 344 6673.

You can also e-mail us at mail.order@tottenhamhotspur.com and one of our customer service team will be happy to assist with any queries that you may have.

Customs


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.

13. Tax Free Shopping


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 20% and is added to all goods except children's clothing, programmes and magazines that are tax free.

14. 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.

15. Currency Conversion


All prices are subject to change due to the daily flux in exchange rates and so are an approximate guide to the equivalent price in doing Swedish krona, Chinese yuan, Norwegian krone, Australian dollar, Danish krona, Japanese Yen, US Dollar, EURO, HK Dollar and Singapore Dollar. The rate of exchange is currently based on rates published by www.yahoo.com, but the Club reserve the right to change this at any time.

All orders will be charged in £ British Pounds Sterling and any refunds will be charged in £ British Pounds sterling. You may be charged an additional fee by your bank or credit card provider. Tottenham Hotspur Limited has no control over these fees.

16. VAT


Since 1st January 2010 the VAT rate has been 20%.

In the UK VAT is not applied to all goods. These products are VAT Exempt:

Child and Baby Clothing

Books

VAT rates vary from country to country; we do not accept any responsibility for additional taxes that my may incur as a result of purchasing goods from us.

17. 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 in most cases*. All orders are subject to a delivery charge (CLICK HERE for charges or see paragraph 11 below).

Despite our best efforts, it is possible that some of the prices on our website, in stores, or in official Spurs publications (such as emails, cataglogues etc) are incorrect. If this happens, we will, at our discretion, either contact you/discuss with you for instructions or confirmation of the correct price, before dispatch or cancel your order and notify you.

*This does not always apply and on some products you may still be charged the full listed price of the goods.

18. Products


All products featured on this website may be subject to change. Each product on this website has a product description associated to it in addition to other details. We take all reasonable care to ensure that all elements of each product are correct at the time of purchase. These elements include but are not limited to the product description, image and price. Although we aim to keep our product pages as up to date and relevant as possible, we do not guarantee that information, (in particular product descriptions) are always 100% correct at the time of purchase.

Third Party Products


To give a greater selection of products and further services to our customers, we sometimes provide links to third party websites. When clicking on an external link you agree and acknowledge that we are no longer responsible or liable for any content, advertising, service or resources that you might experience on one of these third party websites.

Spurs Pics -

Media Storehouse Ltd, PO Box 2392, Watford, WD18 1RZ

UR In The Paper -

UR-Inthepaper Ltd, Unit 12, Weardale Business Centre Martin Street, Stanhope, Co. Durham, DL13 2UY, United Kingdom

Your Sports ID -

Hy-Pro House, Centrus Park, Dunstable, LU5 5BN

Official Car Mats -

Official Car Mats, Fleet House, Dark Lane, Blackrod, BL6 5LB, UK

Gone Digging -

Signature Gifts Limited, Signature House, 23 Vaughan Road, Harpenden, Hertfordshire, AL5 4EL

Danilo (personalise.com) -

55 Baker Street, London, United Kingdom

Apex Interior Systems Ltd (spursfurniture.com) -

Plantation Road,Burscough Industrial Estate,Burscough,Lancashire,L40 8JT

Ethical Sourcing


Tottenham Hotspur is committed to sourcing our goods ethically. All of our goods are brought from suppliers who treat their workers well, are paid fair wages and work legal working hours.

19. Stock Availability


We make every effort to ensure that the items featured on our website are available and in stock, but very occasionally certain items might be temporarily out-of-stock.

If an item is unavailable at the time of order, we may send an alternative item to you (upon your approval).

In the very unlikely event that a part of your order is out of stock, a member of staff will contact you to discuss how you wish to proceed. In the event that you wish your order to be sent in separate parcels, you will be charged multiple sets of postage (dependent on the number of parcels we despatch).

20. Sizing Policy


Sizes and measurements quoted are approximate only and are listed as a guide.

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 your item. This includes player names and personal wording/names.

Customers should be aware that sizing might vary from previous Replica kits and any Spurs clothing ranges from season to season.

For our full set of sizing please click here

21. Personalisation of Replica Kit


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

Printing


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 your item. Tottenham Hotspur Limited cannot accept liability for any changes to players’ names and numbers due to transfers or a player deciding to change number.

Please note that numbers worn by players during pre-season are not confirmed squad numbers for the season proper. Tottenham Hotspur Limited cannot accept liability for any changes to players’ names and/or numbers worn between the pre-season and the season proper.

If you have had your shirt personalised, you may find that it appears creased. This is due to the shirt being packaged for transit if you have received it from Mail Order, or as it has been folded into your shopping bag. It can easily be resolved by following the instructions below.

Place a clean, damp cloth over the personalisation and press with a warm iron.
Please do not iron directly onto the personalisation.

Washing Instructions


In order to maintain the appearance and avoid any issues after washing please ensure you follow the washing instructions shown on the care label on the inside of the garments.

UNDER ARMOUR


Under Armour Kit


- Recommend washing at 40 degrees Celsius (40oC)
- Washing at a higher temp will cause sublimation to wash out, antimicrobial to have a shorter life and may compromise the integrity of the fabric
- After washing - start drying process right away
- Hang dry, tumble on low without dryer sheet is necessary
- Wash whites and colours separately
- Strong stains - stretch fabric apart (Home/Away Shirt /Short; Home GK Shirt/Short), apply spot treatment deep into fabric and let sit before following washing cycle above

 Under Armour Training Wear


- Machine wash cold / like colours
- Non Chlorine Bleach only as needed
- Do not use softeners

- Tumble dry low
- Do not iron

22. Mail Order Delivery Timescale


United Kingdom Delivery Times


We aim to despatch standard delivery orders as soon as possible and to get them to you between 2 - 6 working days (for standard delivery) but please allow up to ten (10) working days for delivery in the UK at busy periods. (such as kit launch and at Christmas). Please note this is not not a guaranteed service.

We also offer an express delivery service. We aim to get any express orders placed before 12 noon to you the next day and if placed after this time then within two (2) working days from the order day. This service is available for the UK only and if you live in a location that is detached from the UK mainland, please allow for slightly longer.

All delivery times are based on working days, which are Monday to Friday, Bank Holidays are not classed as working days.

We cannot guarantee that our stated delivery times will be achieved for a small number of locations within the United Kingdom. Please allow extra time for deliveries if you ordering from a location that is detached from the UK mainland.

In the rare event that your package is lost in transit, we must wait 15 working days before Royal Mail declare the item lost and we can re-send any un-delivered goods. http://shop.tottenhamhotspur.com/where_order.php

United Kingdom Post & Packing Rates


The rates listed below for Post and Packing includes documentation, 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.

Express Delivery


Express delivery is defined as an additional service and by selecting express delivery you agree for this additional service to commence prior to the end of the cancellation period. Your cancellation rights on express delivery only therefore end once the additional service is provided (i.e. When the item is dispatched)

 Delivery Option   

Price 

Time To Deliver 

 UK Standard

 £4.99 

 2 - 5 working days

UK Express

 £8.99

 Next Working Day If Placed Before 12 noon

All delivery dates and timescales are not guaranteed and are subject to change due to availability of stock.

European Delivery Times


European orders can take up to ten* (10) working days for delivery. Some orders may be delivered in several parcels to suit packaging requirements.

*For some countries this may vary depending on local postal services

Although all reasonable efforts will be made to ensure prompt despatch, orders are accepted without guarantee of delivery by specific dates due to variations in postal services in each Country. Despatch to British Forces Post Office addresses are only at the customers risk.

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.

European Post & Packing Rates


The rates listed below for Post and Packing includes documentation, 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.

 Delivery Option

Price 

Time To Deliver 

European (1 Item)

  £8.99 

  Up to 10 working days (Though this is dependant on local postal services and busy periods)

 European (2 Items) 

 £12.99 

Up to 10 working days (Though this is dependant on local postal services and busy periods)

 All delivery dates and timescales are not guaranteed and are subject to change due to availability of stock.

Rest of World Delivery Times


Rest of the world orders can take up to 14* (fourteen) days for delivery. Some orders may be delivered in several parcels to suit packaging requirements.

*For some countries this may vary depending on local postal services

Although all reasonable efforts will be made to ensure prompt despatch, orders are accepted without guarantee of delivery by specific dates due to variations in postal services in each Country. Despatch to British Forces Post Office addresses are only at the customers risk.

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.

Rest of World Post & Packing Rates


The rates listed below for Post and Packing includes documentation, 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.

 Delivery Option

Price 

Time To Deliver 

 Rest Of World (1 Item) 

£13.99 

Up to 14 working days (Though this is dependant on local postal services and busy periods)

 Rest Of World (2 Items) 

 £19.99 

Up to 14 working days (Though this is dependant on local postal services and busy periods)

 All delivery dates and timescales are not guaranteed and are subject to change due to availability of stock.

Personalised Goods/Made To Order Goods And Delivery Times


On some items such as personalised goods, please allow slightly longer for your delivery as the goods are made to order.

For other personalised items such as made to order rings and signed merchandise please allow up to 28 days for delivery (UK), 35 days (Europe) and 40 days (Rest Of World).

Pre-Orders And Delivery Times


The despatch time for an order is dependent on whether we have stock of the products that are contained within an order. If you purchased a pre-order item, the delivery times are counted from the date that we receive the stock*, not of the date of order.

On pre-order items, you will be individually charged for each parcel that is despatched from us. So for example if you order two items that are on pre-order you will be charged individually for each one if they are despatched at different times.

*Stock arrival dates are an estimate and are subject to change.

Bank Holidays and Delivery Times


Please be aware that bank holidays are not included as a working day so when ordering please take this into account.

"Pre-Order/Forward Orders/Pre-Release”


You can place an order for an item that is currently not in stock and is on “Pre-Order” in the same way that you can order anything else from the shop. As for all orders we will not charge your credit, debit, club cash or gift card until we dispatch the order to you. However if you place your order via PayPal then payment will be taken up front at the time of purchase rather than at the time of despatch.

At some points during the year we will have times where an item is not in stock but is on pre-order. In the event that you purchase an order that includes both in stock and pre-order items, you will given the option to select whether you wish to have the order grouped or split into multiple orders. In the event that you select to have them grouped – this will hold the order until every item is on one order and you will only be charged one delivery charge. If you select to have the order split to receive the orders quicker, you will be charged additional postage charges (one for each order created).

For “Pre-Orders” we will always inform you of when we are expecting the stock to be delivered. If for some reason a delivery date were to change then we would contact you directly to inform you of the change

Third Party Fullfillment

Orders placed via third party websites accessed via the Spurs Shop are between the buyer and the Seller. Tottenham Hotspur is not directly involved in the completion of orders and isn't an agent on behalf of either the Seller or buyer. If you've any questions about an order placed with one of our third party sellers, please contact the Seller directly.

For orders placed and completed via the Tottenham Hotspur Shop, but fulfilled by a third party our normal post and packing rates and terms do not apply. Disputes relating to these orders can be sent via either the fulfilment centre or via the Tottenham Hotspur Shop.

Third Party sellers dispatch the goods directly to the customer via their fulfilment centres. The delivery times will depend on the delivery method chosen when the order is completed on the third party site. Our postage and packing rates and terms do not apply to third party fulfilment.

23. 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 receipt of the goods. There will be no postage applied on normal exchanges; we will only apply a charge to your exchange if you specifically request that we send the replacement items using the express delivery service.

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 10, Kier Park, Ponders End Industrial Estate, East Duck Lees Lane, Ponders End, Enfield, EN3 7SR.

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 or Special Delivery.

*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. For hygiene reasons we unable to exchange underwear unless the merchandise is faulty.

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

MAIL ORDER GOODS


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 0344 499 5007 or email to mailorder.returns@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.

Lost Parcels


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

For further information on this please check the Royal Mail website.

24. 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 receipt of the goods.

At some parts of the year (e.g. kit launch) multiple products will be on pre-order with varying due dates. If you place an order for two or more products with different despatch dates then you will be charged additional postage for each separate order that is created.

We reserve the right to cancel orders for items that are unavailable or sold out and refund to your original payment method.

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 10, Kier Park, Ponders End Industrial Estate, East Duck Lees Lane, Ponders End, Enfield, EN3 7SR.

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.

*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. For hygiene reasons we are unable to offer refunds on underwear unless the item is faulty.

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

*** If you make a purchase during the Christmas period between 1 October and 24 December, your goods will be eligible for return up until January 31 of the new year.

Our policies for exchanges and refunds are in addition to your statutory rights including the cooling off period we give you under section 7 above.

25. 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.

We reserve the right to send goods away for independent testing on the suspected 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 Mail Order on 0344 499 5007.

26. Intellectual Property and the right of use


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.

27. 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.

28. Limitation of Liability


Subject to the paragraph below, if either of us fails to comply with these Terms and Conditions, neither of us shall be responsible for any losses that the other suffers as a result, except for those losses which are a foreseeable consequence of the failure to comply with these Terms and Conditions.

Neither of us shall be responsible for losses that result from our failure to comply with these Terms and Conditions including, but not limited to, losses that fall into the following categories: (a) loss of income or revenue; (b) loss of business; (c) loss of anticipated savings; (d) loss of data; or (e) any waste of time.

This clause 15 does not exclude or limit in any way our liability for death or personal injury caused by our negligence or fraud or fraudulent misrepresentation or any breach of the obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982 or losses for which it is prohibited by section 7 of the Consumer Protection Act 1987 to limit liability or any other matter for which it would be illegal or unlawful for us to exclude or attempt to exclude our liability.

29. General


Our failure or delay in enforcing or partially enforcing any provision of these Terms and Conditions will not be construed as a waiver of any of our rights under these Terms and Conditions.

Any waiver by us of any breach of, or any default under, any provision of these Terms and Conditions by you will not be deemed a waiver of any subsequent breach or default and will in no way affect the other terms of these Terms and Conditions.

If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and Conditions and the remainder of the term or terms in question shall not be affected.

A person who is not a party to these Terms and Conditions shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions.

Any reference to a statutory provision includes a reference to a statutory provision as modified or re-enacted or both from time to time and any subordinate legislation made under the statutory provision.

30. Privacy Policy & Security


Introduction


Tottenham Hotspur is fully committed to protecting your privacy and any Personal Information that you provide us with, in order to facilitate your satisfactory interaction with both us and our website at www.tottenhamhotspur.com.

This policy outlines how we use the Personal Information that we collect and is devised to help you feel more confident about the privacy and security of your personal details. The policy also gives you information about how we use Cookies.

Registration and data collection


To access certain areas of the Site, you will need to register with us. During the registration process you will be asked to submit Personal Information about yourself (e.g. name and email address). By entering your details in the fields requested, you enable the Club and/or our sponsors to provide you with the services you select. When you provide such Personal Information, you accept that we may retain your Personal Information and that it may be held by us or any third party that processes it on our behalf for the purposes of providing the information, goods or services which you have requested.

When using your Personal Information the Club will process it only in strict compliance with the Data Protection Act 1998 and associated legislation.

We are registered as a data controller in the United Kingdom under the Data Protection Act 1998 and our registration numbers are Z7256683 for Tottenham Hotspur Limited and Z7035828 for Tottenham Hotspur Football and Athletic Co Ltd. Our Registered Office address is Bill Nicholson Way, 748 High Road, Tottenham, London, N17 0AP. The English company registration numbers are 1706358 and 57186 respectively.

Disclosure


If during the registration process you agreed to be contacted by the Club and our sponsors, associated companies and organisations, we shall be entitled to use or make available your Personal Information and to contact you for the purposes that you agreed to during the registration process.

If you DO NOT wish to be contacted by the Club and/or our sponsors, please tick one or more of the relevant boxes when registering or contact us at the address below and your Personal Information will no longer be used for that which you have specified.

Updates


If at any time after registering, you would like to change your preferences and subscribe to, or unsubscribe from, any direct marketing, you can do so by contacting The Data Controller through the contact details listed below.

If you would like to update your records, please log-in to the Site (https://www.eticketing.co.uk/tottenhamhotspur/login.aspx)  and update your personal profile through the: My Account > Update Details section.

The Club will use all reasonable efforts to ensure that direct marketing is not sent to a registered user who decides not to receive it.

You have the right to ask for a copy of any Personal Information that we hold for you in our records and to correct any inaccuracies. Please write to The Data Controller at the address listed below should you wish to do so. We are entitled to charge a small fee for providing you with copies of Personal Information we may hold on you and please contact us at the address below to obtain further details of this.

We reserve the right, at any time, to modify, alter, or update this Privacy Policy. Any queries or comments about this policy should be sent to The Data Controller using the contact details listed below.

The Data Controller
Tottenham Hotspur Limited
FREEPOST NAT7219
Bill Nicholson Way
748 High Road
London
N17 0BR
or email personaldata@tottenhamhotspur.com

Security


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.

To ensure that our website is as secure as possible may use 'Verified by Visa' and 'MasterCard SecureCode' as a part of the payment process. This is subject to change and review.

Verified by Visa' and 'MasterCard SecureCode' are new schemes that have been introduced by card issuers to help tackle online fraud and they will become compulsory over time. These schemes are known as '3d Secure' and Spurs like many other retailers are committed to fraud prevention. By participating in either scheme, your online shopping experience will be more secure than ever before. For further details on Verified by Visa and MasterCard SecureCode please Click Here

To further protect your credit, debit or charge card against use without your consent, we may validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

Cookies


You should be aware that information and data may be automatically collected through the use of Cookies. Cookies are small text files that store basic information that a website can use to track on-line traffic flows, recognise repeat Site visits and record information about your on-line preferences. They often include an anonymous unique identifier that is sent to your browser from our website, which is then stored on your computer's hard drive. Cookies do not attach to your system and damage your files but observe user behaviour and compile aggregate data that we then use in order to improve the Site. We also use Cookies to measure the effectiveness of advertising.

Users of the website have the opportunity to set their own Cookie preferences on their computers. These preferences can be to accept all Cookies, to notify them when a Cookie is issued, or not to receive Cookies at any time. However, by opting not to receive Cookies at any time, certain features of the Site cannot be provided and so accordingly you may not be able to enjoy tottenhamhotspur.com to its fullest. All web browsers are different and to learn how to change your Cookie preferences, check the "Help" menu of your browser.

Cookie

Name

Purpose

More Information

Online Testing Cookie

Cookies Starting With - op674

These cookies are used to test different layouts of pages to enhance your experience on the website.

 

Preference cookie (a first party cookie)

Not Used On Spurs Shop

This cookie is used to remember your preferences for our Site and Shop and so allows us to customise our Site and Shop to your individual needs and interests.

 

Memory cookie (a first party cookie)

PHPSESSID, SUB00001_SBASKET, ServerID

This cookie allows you to use our Site and Shop in a way that makes your browsing experience more convenient, for example, by allowing you to store items in an electronic shopping basket between visits. If you register with us, we will use cookies to remember your details during your current visit, and any future visits provided the cookie was not deleted between visits.

 

Affiliate Tracking Cookie

Webgains Affiliates

We sometimes advertise on third party websites and these cookies give us information on how you found our website and which website you came from. This helps us identify which websites are sending us the best traffic and we reward them based on this.

 

Remarketing Cookie

Google Remarketing Cookie

On some of our pages online we place tags to see what you are viewing. Using this information we use this in our online marketing to make sure that the ads you see around the website are relevant to what you have been viewing and are interested in.

 

Google Analytics (a third party cookie)

_utma, _utmb, _utmc, _utmz

These cookies are set by Google, Inc. and are used to collect information about how visitors use our Site and Shop. We use this information to compile reports and to help us improve the Site and Shop. The cookies collect information in an anonymous form, including the number of visitors to the Site and Shop, where visitors have come to the Site and Shop from and the pages they visited.

To see an overview of privacy at Google and how this applies to Google Analytics visit http://www.google.co.uk/intl/en/analytics/privacyov

Logged In Cookie

SPORTAPI

This cookie is used to identify members logging into the shop and bringing their address details back to the shop to make the checkout process easier.

 

Retargeting Cookie

iGo

On some of our pages online we place tags to see what you are viewing. Using this information we use this in our online marketing to make sure that we are able to target your with relevant content based upon your preferences.

 

 

31. Promotion Terms & Conditions


Further Promotion T&Cs


Any promotions run on this website are exclusive to this website, they are not necessarily available via our stores and vice versa. The following additional terms & conditions apply to all promotions:

- If you receive a free item, you are not able to exchange it for the full value of the product or an exchange unless the item is faulty.
- Promotions are always subject to stock availability

- No promotions are exchangeable for any cash equivalent
- Any promotions or sales featured on this website are also subject to any specific terms & conditions that we wish to apply (these can either be found on this page or on the promotional materials such as website banners)
- Generally sale items, books and gift cards are not included in promotions unless specifically stated
- Promotions cannot be used in conjunction with one another unless specifically stated
- If the wording P&P is used in promotion material this means Post And Packing
- Any money off promotions (e.g. 10% off the value of your order) always excludes third party products that are either not fulfilled and/or sold through our website, unless otherwise stated.

Members International P&P Offer


The international members P&P offer that allows for free delivery twice a season is valid on all products. The following Terms and Conditions Apply:

    - 2 Uses Per Season

    - Offer expires 31st May 2015

    - Cannot be used in conjunction with other members offers

    - Can be used in conjunction with non-member offers

    - User has to be logged in to access the offer

    - User has to be a One Hotspur Member and live abroad

Adult Members Voucher Offer


During the 2014/15 season adult members will receive a one use promotional voucher which allows £10 off when you spend £50 or more on one order placed between 1st July 2014 and 31st May 2015. The following Terms and Conditions apply:

    - One voucher per transaction

    - Voucher can only be used once (either online or in-store)

    - Voucher valid from 1 July 2014–31 May 2015

    - Not on sale items, gift cards or in conjunction with any other offer

    - Order value of £50 must not include value of postage and packaging (online orders only)

    - Cannot be exchanged for cash value

Junior Members Voucher Offer


During the 2014/15 season adult members will receive a one use promotional voucher which allows £10 off when you spend £40 or more on one order placed between 1st July 2014 and 31st May 2015. The following Terms and Conditions apply:

    - One voucher per transaction

    - Voucher can only be used once (either online or in-store)

    - Voucher valid from 1 July 2014–31 May 2015

    - Not on sale items, gift cards or in conjunction with any other offer

    - Order value of £40 must not include value of postage and packaging (online orders only)

    - Cannot be exchanged for cash value

    - Subject to availability

 2 For £25 On Adult T-Shirts


We are currently running a promotion on adult t-shirts where you can buy two for £25. The following Terms and Conditions apply:

    - Can be used in conjunction with other offers

    - Is a rolling promotion (e.g. buy 2 for £25, 4 for £50, 6 for £75)

    - Limited to mens t-shirts marked as 2 for £25

    - Subject to availability

2 For £25 On Mens Knitwear


We are currently running a promotion on Mens Knitwear where you can buy two for £40. The following Terms and Conditions apply:

    - Can be used in conjunction with other offers

    - Is a rolling promotion (e.g. buy 2 for £40, 4 for £80, 6 for £120)

    - Limited to mens knitwear marked as 2 for £40

    - Subject to availability

2 For £18 On Kids T-Shirts


We are currently running a promotion on Kids T-Shirts where you can buy two for £18. The following Terms and Conditions apply:

    - Can be used in conjunction with other offers

    - Is a rolling promotion (e.g. buy 2 for £18, 4 for £36, 6 for £54)

    - Limited to kids t-shirts marked as 2 for £18

    - Subject to availability

3 For 2 on Soccerstarz


We are currently running a promotion on Soccerstarz Toys where you can buy 3 for the price of two. The following Terms and Conditions apply:

    - Cheapest item free for every time the offer is triggered

    - Can be used in conjunction with other offers

    - Is a rolling promotion (e.g. buy 3 for 2, 6 for 4, 9 for 6)

    - Limited to soccerstarz marked as 3 for 2

    - Subject to availability

USA/Canada Tour Offer


We are currently running a free P&P promotion for fans who pick up a Spurs Tour Flyer at games in the USA and Canada:

    - Free Standard postage on orders over £60

    - Cannot be used in conjunction with other money off, or P&P promotions

    - Valid unitil 31 Aug 2014

    - Limited to one use

32. Members Discount Day


Members are entitlted to a 10% discount on selected days of the year. To use this benefit online you have to be a One Hotspur member and you need to be logged in.

On a members discount day the 10% discount cannot be used in conjunction with any promotion or sale item.

33. Members


Members are able to shop online by logging in using your client reference. When you are logged in you are entitled to specific member’s offers and promotions such as 10% off on member’s days and two free international deliveries for overseas members.

If you have queries around logging on or changing your account settings please direct your queries to ticket.office@tottenhamhotspur.com or log in here (https://www.eticketing.co.uk/tottenhamhotspur/login.aspx)

34. Collect In Shop Terms And Conditions


- You will be able to collect your order from the Paxton Road Shop before Kick Off and after Kick Off.

- We accept no liability or responsibility if the match day shop closes after the match due to security reasons or Police advice

- Match day selection will be available for all home matches

- If you are unable to collect the parcel on the date specified then we will contact you to arrange an alternative delivery. This may include a change of delivery method which could have an affect on the post and packing charges on your order.

- In the event that you are not able to collect the parcel on the date specified and we are unable to complete the order, you may be charged a £5 administrative charge.

- We hope that you would be happy with your order, but in the event that you wish to cancel your order, we require that this is done in writing via e-mail or on the telephone at least 48 hours before the collection day.

- When collecting your order, you will be required to bring your confirmation e-mail as a proof of purchase.

- If you are a One Hotspur member and you choose to pick up your order on a promotional 10% day or club cash promotion day, your order will not be subject to any benefit from these promotions. Your order will only be subject to promotions that exist on the day that your order is placed.

 

 

 

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