Terms & Conditions
Please read this page carefully. It sets out the terms on which Tottenham Hotspur Ltd, ("we", "us" or "our") will allow you to access and use our tottenhamhotspur.com/shop website (the "Site") and the sale of our products to you. These terms shall also cover use of and sale of our products to you made via shop.tottenhamhotspur.com, mobileshop.tottenhamhotspur.com, kr.shop.tottenhamhotspur.com and/or the official Spurs Shop app for iOS and Android devices.
Contents:
1 REGISTRATION
2 ORDERS AND CONTRACT
3 PRICE AND PAYMENT
4 PROMOTIONS
5 OUR PRODUCTS
6 DELIVERY INFORMATION
7 INTERNATIONAL ORDERS
8 CHANGING YOUR MIND
9 REFUNDS
10 HOW TO CONTACT US
11 GENERAL
12 COMPANY INFORMATION
1 Registration
1.1 In order to use the Site and purchase products from us you may choose to first register as a customer and create an account, or alternatively select 'check out as guest'.
1.2 Should you wish to follow the status of your order you will need to register as a customer and create an account.
2 Orders and Contract
2.1 Once you have placed an order you will be sent an order acknowledgement via email setting out the items which you have ordered from us. This is not acceptance of the order. We will assign an order number to your order which will be communicated with your Order Confirmation email.
2.2 A binding contract will be formed between us and you when we send you confirmation via email that your order has been completed. It is at this point that a contract will come into existence between you and us. If we are unable to accept your order, we will issue you a full refund.
3 PRICE AND PAYMENT
Price
3.1 The price of the product (which includes VAT or other relevant sales tax where applicable) will be the price indicated on the order pages when you placed your order.
3.2 If we process your order where there is a pricing error and we become aware of this prior to dispatch, we reserve the right to cancel your order and refund you any sums you have paid to us in respect of such order.
Payment
3.3 We will display what payment methods we accept in every country when you reach the checkout. Payment will be taken on receipt of your order.
Credit and Debit cards
3.4 We will automatically make several checks on the credit card information you provide - through our own systems, those of our bank and those of your card issuer. Payment will be reserved and taken from your account when your order is placed.
Gift cards
3.5 Please note that no vouchers (including Tottenham Hotspur Shop gift cards and Love2shop vouchers and cards) will be accepted as payment on our Site.
4 PROMOTIONS
4.1 Any promotions on this Site, including offers or vouchers exclusively for One Hotspur Members, Season Ticket Holders, Premium Members and Supporters Clubs are subject to the terms and conditions of the relevant promotion.
5 OUR PRODUCTS
Personalised items
5.1 If you are buying a personalised or players named and numbers shirt, please take care to use the correct spelling and select the correct size. We reserve the right to refuse to print shirts that we deem or could be interpreted as offensive or abusive and/or may infringe our Intellectual property Rights of companies and/or individuals. If we are unable to print your request a Customer Care operative will contact you to discuss your choice and, if necessary, request an alternative. Please note this may delay delivery of your shirt.
5.2 If you choose to have your shirt printed by a third party, we will not be liable for any faults.
5.3 We cannot accept liability for any changes to player's names and numbers due to transfers or a player deciding to change number.
5.4 Please be aware of the refund policy in respect of personalised shirts as set out in clause 8.4 which states that unless the item is damaged, faulty or has parts missing, you do not have a right to change your mind and cancel your order.
Pre-order / pre-release
5.5 In certain circumstances advertised on the website, you may be able to 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. You will be charged for Pre-Order items at the time of placing your order.
5.6 For “Pre-Orders” we will always inform you of when we are expecting the stock to be delivered. If for any reason a delivery date is changed, then we will contact you directly via email to inform you of the change.
5.7 If you purchased a “Pre-Order” item, the delivery times are counted from the date we receive the stock and not of the date of order.
5.8 If you order contains “Pre-Order” items, your order will not be despatched until all of the items included in the order (including the Pre-Order items) are in stock and available for shipping. Please note that stock arrival dates are an estimate only and are subject to change based on factors outside of our control.
6 DELIVERY TERMS
Delivery Information
6.1 The costs of delivery will be as displayed to you on the Site and calculated in accordance with the below rates.
6.2 Delivery times are not guaranteed and all delivery times are an estimate only and are based on working days, which are Monday to Friday. Weekends and Bank Holidays are not classed as working days.
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UK Standard Delivery |
From Free (based on minimum spend as highlighted at checkout) up to £70. Delivery between 2-5 working days from despatch (unless in peak times). |
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UK Express Delivery |
£9.99
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Overseas Standard Delivery |
Varies depending on country. Exact price will be advised at check-out prior to purchase.
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Overseas Express Delivery |
Varies depending on country. Exact price will be advised at check-out prior to purchase.
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6.3 Despatch to British Forces Post Office addresses are at your risk.
6.4 Please note the customer is responsible for all charges that relate to customs or duty that may be applied in certain countries and for any returns, sent back to the United Kingdom. We take no responsibility for these charges or for any delays in your receiving any goods owing to customs’ intervention.
7 INTERNATIONAL ORDERS
7.1 For the following countries, duties and taxes are calculated at the checkout:
Brazil, Canada, Chile, China, Hong Kong, India, Indonesia, Israel, Japan, Korea (South), Macau, Malaysia, Mexico, Nigeria, Oman, Qatar, Singapore, South Africa, Thailand, Turkey, United States, Vietnam and Zambia.
7.2 When placing your order you will have the option to pay these duties and taxes at the time of checkout or to pay your local customs authority directly on receipt of your order.
7.3 For all other countries not listed above at clause 7.1 any duties and taxes are levied and payable once your order reaches its destination country. We cannot be held responsible for any additional charges made by your local customs authority and payment of such duties and taxes shall be your sole responsibility.
7.4 When you make an online purchase via the website from outside the United Kingdom, we may bring additional applicable terms to your attention prior to purchase.
8 CHANGING YOUR MIND
8.1 If you wish to cancel before your order has been despatched please contact our Customer Care team. If you order has already been despatched you may reject the package and the courier will return to us.
8.2 You have the right to change your mind and cancel all or part of your order for any reason during a "cooling off" period of fourteen (14) days from the day after the day on which the last product from a single order comes into the physical possession of either you or the person on the shipping address stated on the order confirmation email.
8.3 If you cancel during the "cooling off" period, you will be entitled to a refund in respect of the products that you return us. If you cancel and return all the items in your order during the "cooling off" period, we will also refund your original delivery charge.
8.4 Unless the item is damaged, faulty or has parts missing, you do not have a right to change your mind and cancel your order in respect of:
8.4.1 Items which for hygiene reasons (such as underwear and earrings) cannot be resold once these have been unsealed after you receive them; or
8.4.2 Perishable goods; or
8.4.3 Personalised replica shirts (replica shirts with any additions, including badges, numbers, names or lettering or any other customisation).
8.5 If a product you have purchased from us is not of a satisfactory quality, is faulty, or has parts missing, please request a return within 30 days of receiving your products by completing this form.
8.6 If the product is deemed by us to be faulty, we will refund to you the cost of the product, the original delivery charge and any postage charges for sending it back to us. This refund will be paid in accordance with the Refunds section below.
8.7 If you would like to return an item you have purchased for a refund, you may do so provided the item is returned to us within 30 days of delivery (if ordered online) or purchase date shown on the receipt (for items bought in-store).
9 REFUNDS
9.1 We will refund you the price you paid for the products by the method you used for payment.
9.2 All goods to be refunded must be received back with proof of purchase in a new and unused condition with all original packaging and labels unless faulty. If your order was placed via the Spurs Online Shop, use the return label attached to the invoice.
The Club’s returns address is as follows:
Tottenham Hotspur Mail Order, Merchandise Division, Unit 3, Enfield Distribution Park, East Duck Lees Lane, Ponders End, Enfield, EN3 7SR.
9.3 You must bear all costs (including any customs or duties charges when applicable) associated with returning the items to us.
9.4 Alternatively, online orders may be returned to any of our Spurs Shops for a full refund. For a list of Spurs Shops with their location, please click here. Should you wish to return an order paid for online via PayPal in-store we cannot refund PayPal orders in-store and you should follow the returns process detailed above.
9.5 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 under our extended Christmas returns period policy.
9.6 We do not offer a product exchange service. If you wish to return part of your order we will issue a partial refund in respect of the products which are returned to us in accordance with clause 9.2 above.
9.7 Your rights under UK or your national consumer legislation and any manufacturer guarantees are not affected by anything in these terms and conditions.
10 HOW TO CONTACT US
10.1 Our phone lines are available Monday - Friday 10am - 5pm and we can be contacted via email 7 days a week, including Bank and Public Holidays. You may also find the answers you need in our Help Centre on Ask Spurs or alternatively contact us via our Chat Function.
10.2 You can also contact our contact our Customer Care team by clicking here.
10.3 Call charges will vary and you will need to contact your provider for further details. Both inbound and outbound calls may be recorded for quality monitoring and training purposes
10.4 If you have any questions relating to these terms and conditions, please contact our Customer Care team via our contact details below:
Customer Care Team, Tottenham Hotspur Football Club, Lilywhite House, 782 High Road, London, N17 0BX
Alternatively, you can phone us on 0344 499 5007* (UK), or +44 20 8344 6673 if calling from overseas.
11 GENERAL
11.1 Your use of this website is subject to our website terms and conditions.
11.2 Tottenham Hotspur Football Club is the data controller for the personal information we process. Please review our privacy policy for further information.
11.3 Our approach to Modern Slavery is set out in our policy located at here.
11.4 We reserve the right not to post your product review or process your store review if it contains any of the following types of content;
11.4.1 Obscenities, discriminatory language, or other language not suitable for a public forum;
11.4.2 Advertisements, “spam” content, or references to other products, offers or websites;
11.4.3 Email addresses, URL’s, phone numbers, physical addresses or other forms of contact information;
11.4.4 Critical or spiteful comments on other reviews posted on the page of their authors;
11.4.5 Anything else deemed not suitable for a public forum.
11.5 This contract is between you and us and regulate the supply of goods to you by us. Any other terms, conditions or representations (other than those made fraudulently or implied by statute) are excluded. No other person shall have any rights to enforce any of its terms. Each paragraph and sub-paragraph of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs and sub-paragraphs will remain in full force and effect.
11.6 If any of these terms are determined to be invalid or otherwise unenforceable by reason of the application of any law, such provisions shall be severed and deleted from these terms and the remainder of these terms shall continue to have full force and effect.
11.7 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
11.8 If we are in breach of these Terms and Conditions, we will only be responsible for any losses that you suffer as a result of our breach and to the extent that they are a foreseeable consequence to both of us at the time terms shall in any way limit our liability for death or personal injury resulting from our breach of contract, tort or negligence nor limit any legal rights you have as a consumer.
11.9 These terms and conditions are governed by and to be interpreted in accordance with English law and will be subject to the jurisdiction of the English courts.
12 COMPANY INFORMATION
The Spurs Online Shop and website is owned and operated by Tottenham Hotspur Ltd whose registered office is at:
Lilywhite House, 782 High Road, London, N17 0BX
Company Number: 01706358
VAT Number: 154507418