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TERMS AND CONDITIONS

 

TOTTENHAM HOTSPUR ONLINE SHOP - TERMS AND CONDITIONS

 

THESE ARE THE TERMS AND CONDITIONS THAT APPLY TO:

 

  • Your access to this website (more details can be read in the Using Our Website section); and our sale of products to you (referred to in these terms and conditions as "you" and "your" and which should be interpreted accordingly) via this website.
The website referred to in these terms and conditions is our Tottenham Hotspur online shop 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 and Android devices.
Please read these terms and conditions carefully before you submit your order to us. These terms and conditions tell you:  
  • - who we are (see the Who We Are and How To Contact Us section);
     
  • - how we will provide products to you (see the Delivery Information section);
     
  • - how you may change or end the contract (see the Ending Your Contract With Us section);
     
  • - what to do if there is a problem (see the How to tell us about any problems section);
     
  • - your rights to a refund or an exchange (see the Returns and Exchanges section);
     
  • - specific details in relation to any ongoing offers or promotions (see the Promotions section)
     
  • - other important information (see the Other Important Terms section).
 

WHO WE ARE AND HOW TO CONTACT US

 

We are Tottenham Hotspur Limited, a company registered in England and Wales (referred to in these terms and conditions as "we" or "us" and "our" should be interpreted accordingly). Our company registration number is 01706358 and our registered office is at Lilywhite House, 782 High Road, London, N17 0BX. Our registered VAT number is 154507418.
 

Our Customer Care team

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.

 

Our Customer Care team is available from Monday-Friday: 10am-5pm, Saturday-Sunday: 10am-4pm (not including Bank and Public Holidays).

 

*Calls to the 0344 number average at less than 5 pence per minute from BT landlines but of course, tariffs may change dependent on your chosen provider or if using mobile services. Most mobile operators and service providers include calls to 0344 numbers within their inclusive minutes (again, dependent on your chosen tariff with your operator).

 

All calls to our Customer Care team will be charged at the local rate (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) and both inbound and outbound calls may be recorded for quality monitoring and training purposes.
You can also contact our contact our Customer Care team via the following link: click here.
 

YOUR CONTRACT WITH US

 

A binding contract will be formed between us and you when we send you confirmation via email that your order has been accepted. 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 inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
Once payment is received in full by us, you will legally own the products. The products will be your responsibility from the time we deliver the products to the address you gave us or you collect it from us.
 

DELIVERY INFORMATION

 

The costs of delivery will be as displayed to you on our website and calculated in accordance with the below rates.
All delivery times are based on working days, which are Monday to Friday. Weekends and Bank Holidays are not classed as working days.
Royal Mail remains open for business - to check on the status of your deliveries Royal Mail Track & Trace please click here.
For more information on Royal Mail's policy on conronavirus click here.
 

United Kingdom Delivery Information

We aim to despatch Standard Delivery items within seven (7) working days, and delivery can take between two – five (2-5) workings days from despatch, but during busy times (e.g. Kit Launch, Black Friday, Cyber Monday and Christmas) You should give up to thirty (30) working days to receive your item, as outlined in the Consumer Regulations Act 2013.

 

Free Standard Delivery

We offer free standard delivery to all locations globally providing the total value of the basket surpasses our pre-set thresholds. These values have been converted into local currencies.
The Spurs Online Shop may from time to time adjust these thresholds without prior notice.

 

United Kingdom Standard Delivery

The rates listed below for postage and packaging 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.

 

Country Cost of delivery* Approx. delivery days**
United Kingdom  £          4.99 2 - 30
* Based on standard delivery  
** Working days only  
       

United Kingdom Express Delivery

We offer an express delivery service. We aim to get any express orders placed before 14:00 (Monday – Thursday) to the customer the next working day. If your order was placed before 14:00 Friday, then you should expect to receive this by the following Monday. Any orders after 14:00 Friday, will be received by the next working Tuesday. This service is only available for the UK and if you live in a location that is detached from the UK mainland, please allow for slightly longer delivery times.

 

Overseas Delivery Information

We aim to despatch Standard Delivery items within seven (7) working days. Overseas orders can take up to thirty* (30) working days for delivery from the date on which the order is despatched from our warehouse in the United Kingdom. Some orders may be delivered in several parcels to suit packaging requirements.
During busy times (e.g. Kit Launch, Black Friday, Cyber Monday and Christmas) this could be up to thirty (30) working days as outlined in the Consumer Regulations Act 2013.
*For some countries this may vary depending on local postal services and customs checks.
Although all efforts will be made to ensure prompt despatch, orders are accepted without guarantee of delivery by specific dates due to variations in postal services and customs practices 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 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.

 

Overseas Standard Delivery

The rates listed below for postage and packaging includes documentation, packing materials and labour. An additional charge may be levied for deliveries of heavy or bulky items.

 

Country Cost of delivery* Approx. delivery days**
USA $          8.00 x – 30
Australia $       10.00 x – 30
Canada $       10.00 x – 30
EU € 8 x – 30
South Korea 10,000 KRW x – 30
Norway 90 NOK x – 30
Denmark DKK 70 x – 30
Sweden SEK 95 x - 31
Rest of the world £       12.00 x - 31
 
x From date of parcel despatch
* Based on standard delivery
 
** Working days only  

 

Overseas Express Delivery

We offer an express courier (air) service. We aim to get any express orders placed before 14:00 (Monday – Thursday) to the customer within 2-3 business days. Payments of duties and taxes are supported with the Overseas Express Delivery.

 

ORDER DESPATCH

 

We aim to despatch your order within seven (7) working days of you placing your order with us through the online shop or over the phone with a customer care agent. Please check the website and your emails for any updates at busy times or due to unexpected delays.
Once despatched, your order will be delivered to you no later than thirty (30) days after the day on which we accept your order.
Due to the ongoing situation in relation to coronavirus, our delivery commitments in the two paragraphs above as well as any that may be set out in an order confirmation (or other email from us) may be amended at any time before or after acceptance of an order, including without limitation, in circumstances where such amendment or postponement is caused (whether directly or indirectly) by disruption to our supply chain, capacity, resourcing or trading operations as a result of any national or international health epidemic, pandemic or other outbreak of virus or disease (including without limitation, coronavirus) or Government intervention.

 

DELAY

 

Please be aware that all UK Bank and Public holidays are not included as a working day so when ordering please take this into account.
If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we take these steps we will not be liable for delays caused by the event, but if there is a risk of a long delay you may contact us to end the contract and receive a refund for any products you have not received and are still at our Warehouse facility and not within the delivery/courier network.
We use several different couriers, and these can change from time to time. Please check your confirmation emails for details of your parcel’s status and contact information to track your parcel as it may differ from order to order. To check the status of your order, please click here.
You must report any damaged goods or missing items from your parcel to our Customer Care team within seventy-two (72) hours of receipt of your order otherwise we may not be able to replace your items.
In accordance with the regulations imposed by our couriers, we cannot deem a parcel lost until ten (10) working days (Royal Mail) from the date of despatch from our warehouse for UK customers and twenty-five (25) working days for overseas customers. For further information on this please check the Website of the courier.

 

CLICK AND COLLECT

 

If you have used the 'Click and Collect' option as your chosen delivery method, you can collect your order from us at any time during the stated opening and closing times of the Spurs Shop chosen by you at checkout. Be aware that if you choose to use The Tottenham Experience on an event day, we accept no liability or responsibility if the shop closes before or after a match due to safety, security reasons or Police advice. Details of the Spurs Shops, and all opening hours, can be located here.
Your order will not be ready for collection until you have received an email confirming your order is ready to collect from your selected Spurs Shop.
Your order will then be held in store for seven (7) days including weekends and bank holidays from the date you received the email confirming your order is ready to be collected.
To collect your order please bring your confirmation email and a form of ID (Passport, driving licence or a most recent utility bill) with you to the selected Spurs Shop where the order is waiting for you to pick up.
If you wish to cancel your order, we require that this is done in writing via e-mail or on the telephone at least forty-eight (48) hours before the final collection day. If your item is personalised and it has already been personalised you will not be able to cancel this item.
If you fail to collect your order within the seven (7) days, your order will be returned to our warehouse and your order will be refunded onto the method of payment used at the time of purchase automatically. The exception to this will be for any Personalised items, which are non-refundable. In this instance, our Returns team will contact you to arrange re-delivery. This will be charged at our current online postage cost.
Once your uncollected item is returned to the warehouse, refunds for all non-personalised items can take up to fourteen (14) days to be processed and up to a further fourteen (14) days to receive your refund, from the day in which the item or full order is received at our warehouse.
If you have incorrectly selected Click and Collect as a postage method, it will still be subject to the seven (7) days collection process as outlined above. We are unable to arrange re-delivery. If you require your items before the seven (7) days returns, we advise you contact us to request an order cancellation and to re-order the items (subject to availability) with the new and correct delivery details.
If you are a One Hotspur member and you choose to collect your order on a promotional 10% discount 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.
Please note that at busier trading times (Black Friday, Christmas and Seasonal promotions) there may be a longer gap between the date your order is placed and the date your order is ready for collection.

 

ENDING YOUR CONTRACT WITH US: CHANGING YOUR MIND OR CANCELLING YOUR ORDER

 

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

 

  • - If you have just changed your mind about the product, see the Changing Your Mind section. You may be able to get a refund if you are within the "cooling off" period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
     
  • - If what you have bought is faulty or incorrectly described, you may have a legal right to end the contract: see the Faulty Goods section;
     
  • - If you want to end the contract because of something we have done or have told you we are going to do, see the Your right to end the contract because of something we have done or are going to do section.
     
You have the right to 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 products come into the physical possession of either you or a person other than you that you have nominated to take possession of the order.
If you cancel during the fourteen (14) day "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. In certain circumstances, we may make some deductions to your refund – these are described in the Deductions from refunds section below.
If your order consists of multiple items/parcels delivered over multiple days, then the "cooling off" period starts fourteen (14) days from the day on which the last of the items / parcels come into your physical possession (or the physical possession of a person other than you that you have nominated to take possession of the order).
You do not have a right to change your mind in respect of:

 

  • - products sealed for hygiene reasons (such as underwear and earrings), once these have been unsealed after you receive them, ; and
     
  • - any products which become mixed inseparably with other items after their delivery;
     
  • - personalised replica shirts (replica shirts with any additions, including badges, numbers, player names, any other names or lettering or any other customisation). See the Personalised items section.

 

Your right to end the contract because of something we have done or are going to do. If you are ending a contract for one of the below reasons, the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

 

 

How to end your contract with us

  • - we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed (see Your Contract With Us section); or
     
  • - there is a risk that supply of the products may be significantly delayed because of events outside our control (see Delay section).
  • To end your contract with us, please let us know by doing one of the following:

     

    • - contact our Customer Care team using the details set out in the Our Customer Care team section.
       
    • - Fill in and submit the online Model Cancellation Form. You can also print and post it back to our Customer Care Team. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

     

Model Cancellation Form 
Complete and return this form only if you wish to withdraw from the contract.
 

How to tell us about any problems

If you have any questions or complaints about a product, please contact us. You can telephone our Customer Care team using the details set out in the Our Customer Care team section. Alternatively, please speak to one of our staff in-store.

 

RETURNS AND EXCHANGES

 

Returns

If you cancel the order or otherwise end the contract for any reason after products have been despatched to you or you have received them, you must send the products back to us no later than fourteen (14) days after the day on which you received your order. You must either: Tottenham Hotspur Football Club
Unit 3 Ponders End Industrial Estate
East Duck Lees Lane
Enfield
EN3 7SR
 
Or:

 
You must bear all costs (including any customs or duties charges when applicable) associated with returning the items to us (including where you are exercising your right to change your mind) other than where:

 

 

We cannot accept responsibility for returned goods if they are lost in transit (where the order is with the courier prior to delivery). It is your responsibility to obtained Proof of Posting Certificate or have adequately insured the goods using a Recorded Delivery or Special Delivery service for expensive items.
When returning items, please try so far as possible to re-use the original packing material and, if ordered via the Spurs Online Shop, please use the return label attached to the invoice.
If you are buying a personalised item, including, but not limited to, a personalised shirt or a players named and numbered shirt, please take care to use the correct spelling and select the correct size as, in accordance to consumer regulations, personalised products are managed differently to other products. As such, we will not be able to accept this item being returned.

 

REFUNDS

 

We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described in the Deductions from refunds section below.
We will not refund or exchange a personalised item, including, but not limited to, a personalised shirt or a player named and numbered shirt. So please take care to use the correct spelling and select the correct size, as, in accordance to consumer regulations, refunds of personalised products are managed differently to other products.

 

Deductions from refunds

If you are exercising your right to cancel during the fourteen (14) day "cooling off" period described in the Changing Your Mind section above:

 

 

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within fourteen (14) days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see the Returns section.

 

Returns during the Christmas period

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.

 

Overseas returns

The above returns information also applies to orders made from outside the United Kingdom. However please note that we are unable to exchange any orders placed from outside the United Kingdom. If you have placed an order from outside the United Kingdom and would like to exchange an item, you would need to follow the returns process for the item you no longer require and purchase the item you do require again.

 

Exchanges

If you are not completely satisfied with your purchase and would like to exchange one or more item (s) from your order, we will be happy to exchange most goods provided that they are returned:

 

 

Items that are to be exchanged should be returned to us using one of the methods set out in the Returns section.
We do not charge any additional costs to resend your goods back to you if you decide to exchange for another item, except where you specifically request that we send the replacement items using a delivery service that is not a standard delivery service.

 

FAULTY GOODS

 

We are under a legal duty to supply products that are in conformity with these terms and conditions. If a product you have purchased from us is not of a satisfactory quality, please return it to us using one of the methods set out in the Returns section, at your cost, along with your proof of purchase and a covering letter stating the fault. You must report any faulty or damaged goods to our Customer Care team within seventy-two (72) hours of receipt of your order otherwise we may not be able to replace your items.
We reserve the right to send products away for independent testing on the suspected fault.
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 above.

 

OUR PRODUCTS

Personalised items

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 as, in accordance to consumer regulations, personalised products are managed differently to other products. As such, we will not be able to refund or exchange it if it does not fit.
We will not be liable for any changes to:

 

 

so please ensure that you are happy with the name and number you have chosen when you place your order.
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. 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. The decision of the Spurs Online Shop Manager is final.

 

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.
If you choose to have your shirt printed by a third party, we will not be liable for any faults.
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 ordered using the website 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. Please follow the washing instructions below and do not tumble dry your shirt once it has been personalised.

 

Washing instructions

In order to maintain the appearance and avoid any issues after washing items purchased from the Spurs Online Shop or within our Spurs Shops, please ensure you follow the washing instructions shown on the care label on the inside of the garments.
For more information on how to maintain Nike garments please click here.
For Spurs garments please refer to the washing label affixed to the garment and note that different products may have their own washing instructions.

 

Stock availability

We make every effort to ensure that the items featured on the website are available and in stock, but very occasionally certain items might be temporarily or permanently out-of-stock, we reserve our right to cancel your order by writing to you.
In the unlikely event that a part of your order is out of stock, our Customer Care team 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).

 

Pre-order / pre-release

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 not be charged unless using PayPal.
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 will contact you directly to inform you of the change.
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. 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.
Please note that stock arrival dates are an estimate only and are subject to change based on factors outside of our control therefore may change.

 

PRICE AND PAYMENT

Price

The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. However, please see the Your right to end the contract because of something we have done or are going to do section for what happens if we discover an error in the price of the product you order.
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

 

Payment

We accept payment via the following methods for orders placed from within the United Kingdom:

 

For orders placed from outside of the United Kingdom, an up-to-date list of payment methods is available at Checkout.

 

Credit and debit cards

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 only taken from your account when your order is despatched. This excludes transactions used with PayPal which will be deducted immediately.
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 advise you to check all card details before confirming your order to reduce any delays.

 

Gift cards

The value on this gift card will expire if not used for 24 consecutive months from either the last date it has been used or from the day the gift card is purchased, and the remaining balance will be deducted.
We can take any action we consider appropriate if we have reason to believe the customer is abusing the gift card scheme, including withholding part or all the balance credited on the card.
For any help with your gift card, or you hold several gift cards and/or would like to consolidate and transfer your balance onto a different gift card, please contact our Customer Care team.
To use your gift card please place your order and proceed to the checkout either as a guest or using your log in details, then use your gift card as part or full payment by entering it as a payment type in the checkout.
We are unable to give cash change or exchange your gift card balance for cash.
Your gift card's unique pin number (located on the back of your gift card) should be used with all orders placed on the website.
If you are placing your order from outside of the United Kingdom, you will not be able to redeem a gift card in payment of your order.

 

Love2shop

We do not currently accept Love2shop vouchers as payment for online orders, however you may still use Love2shop vouchers in the Spurs Stores.

 

Overseas purchases

When you make an online purchase via the website from outside the United Kingdom, you agree to purchase your item(s) from Global-e as merchant of record for this transaction, on Global-e Terms and Conditions https://www.global-e.com/en/terms/ and Privacy Policy https://www.global-e.com/en/privacy/. Global-e is an international fulfilment service provider to us. Delivery of your order will be subject to Global-e Terms and Conditions and take precedence over any conflicting terms set out in these terms and conditions.
Payment will be taken from your account when your order is despatched. This excludes transactions used with PayPal and Amazon Pay where applicable which will be deducted immediately.
Your order can be taken in the local currency as well as having the option to complete payment using PayPal or in some instances, Amazon Pay. You may be charged an additional fee by your bank or credit card provider. We have no control over these fees.
Please be aware that orders from outside of the United Kingdom may be subject to additional duties and taxes, which you shall be solely responsible for.

 

THIRD-PARTY FULFILMENT

 

We may offer products on the website that are produced and / or fulfilled by third-party suppliers and / or websites.
Orders placed through any third parties that are accessed via our website are subject to the agreement between you and that third-party supplier. We are not directly involved in the completion of these orders nor are we a party to your contract with the third-party or an agent that has the authority to act on behalf of either you or the third party.
For orders placed and completed via our website but fulfilled by a third-party supplier our normal postage and packaging rates apply. Disputes relating to these orders can be sent to the Customer Care team.
If you have any questions about an order that you have or would like to place with one of our third-party suppliers, please contact the third-party supplier directly. Details of our existing third-party suppliers can be found below:

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, United Kingdom

Gone Digging -

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

Danilo (personalise.com) -

55 Baker Street, London, W1U 7EU United Kingdom

Fan Frames Limited

Halifax House, 30-34 George Street, Hull, HU1 3AJ, United Kingdom

 

OUR LIABILITY TO YOU

 

If we fail to comply with these terms and conditions, we will be responsible for loss or damage that you suffer that is a foreseeable consequence of the failure to comply with these terms and conditions. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. We will not be responsible for any loss or damage that is not foreseeable.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors for:

 

 

Please note that we only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any:

 

There may be extraordinary circumstances during which the delivery commitments laid out in our terms and conditions, as well as any that may be set out in an order confirmation or other emails from us, may be amended at any time before or after the acceptance of an order. Reasons may include, without limitation, any circumstances where we may have to amend or postpone our services (directly or indirectly) due to a disruption to our supply chain, fulfilment capacity, resourcing or trading operations as a result of Government intervention or any national or international social, economic or health situation beyond our control.

 

USING OUR WEBSITE

The material on our website

All content included on our website (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 intellectual property laws. All software used on this site is either our property or that of our suppliers and is protected by UK and international intellectual property laws ALL RIGHTS ARE RESERVED. Permission is granted to electronically copy and to print in hard copy portions of our website for the purposes of placing an order with us and using our website as a shopping resource only. Any other use of materials on our website 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.

 

We may make changes to, or suspend or withdraw, our website

We do not guarantee that our website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our website for business and operational reasons at any time. The contents of our website are subject to change from time to time.

 

We are not responsible for websites we link to

Where our website contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources.

 

Our policies

The following additional terms also apply to your use of our website:

 

 

We amend these terms from time to time

Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time.

 

OTHER IMPORTANT TERMS

Your personal data

We will only use your personal information as set out in our Privacy Policy. https://shop.tottenhamhotspur.com/privacypolicy

 

Our approach to modern slavery

Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, including slavery, servitude, forced and compulsory labour and human trafficking, all of which have in common the deprivation of a person's liberty by another in order to exploit them for personal or commercial gain.
We are committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery both within our business and through our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015.
We take a zero-tolerance approach to slavery, in all its forms, and we expect the same high standards from all our contractors, suppliers, and other business partners. As part of our contracting processes we include specific, clear prohibitions against the use of forced, compulsory or trafficked labour, or anyone held in slavery or servitude, whether adults or children, and we expect that our suppliers will hold their own suppliers to the same high standards.
All our suppliers agree to a clause on ‘ETHICS AND ANTI SLAVERY’ in the Supply Agreement and agree to comply with the Club’s Anti-Slavery Policy. To read our Modern Slavery Statement please click here.
This contract is between you and us
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.
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.
The laws that apply to this contract
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.

 

PROMOTIONS

 

  • post the products back to us at the following address:
     
  • return the goods to one of the Spurs Shops. Details of the Spurs Shops, and all opening hours, can be located here. (Please note that we are unable to return products in our shops that were purchased online and paid for using PayPal)
     
  • The goods must be in a new and unused condition with all original packaging and labels, with your proof or purchase and within 14 days of your receipt of the order.
     
  • Personalised replica shirts (replica shirts with any additions, including badges, numbers, player names, any other names or lettering or any other customisation) are not returnable. See the Personalised items section.
  • - the products are faulty or incorrectly described. See Faulty Goods section;
     
  • - we have agreed to bear those costs, or
     
  • - we have failed to provide you with the information about you bearing those costs.
  • - we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount;
     
  • - if all items in your order are returned to us, we will refund the original delivery 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. If one item within an order is returned to us, we are under no obligation to refund your full delivery charge;
     
  • - if you are entitled to a refund for your original delivery charge under the paragraph above, the maximum amount that you receive will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer a standard delivery service for a product within 3-5 days at one cost but you choose to have the product delivered by an express service, for example within 24 hours, at a higher cost, then we will only refund what you would have paid for the standard delivery option.
  • - in a new and unused condition;
     
  • - with the original wrapping and tags;
     
  • - with the Spurs Online Shop invoice; and
     
  • - within fourteen (14) days of receipt of the goods.
     
  • - not personalised with a name (personal or player)
  • - player's names and /or numbers due to transfers, including where a player leaves Tottenham Hotspur;
     
  • - personalised name or number is incorrectly selected at the time of order;
     
  • - a player's decision to change the number or name printed on a matchday shirt; or
     
  • - player's names and/or numbers worn between the pre-season and the season proper Please note that numbers worn by players during pre-season are not confirmed squad numbers for the season proper),
     
  • - an incorrect spelling of the name or incorrect number has been placed on the order
  • Credit / Debit Card
  • Paypal
  • Spurs Gift Card
     
  • - fraud or fraudulent misrepresentation;
     
  • - breach of your legal rights in relation to the products, including the right to receive products which are:
     
    • - as described and conforms to information we provided to you;
       
    • - of satisfactory quality;
       
    • - fit for any particular purpose made known to us prior to purchase; and
       
    • - supplied with reasonable skill and care; or
       
  • for defective products under the Consumer Protection Act 1987.
  • - loss of income or revenue;
     
  • - loss of business;
     
  • - loss of anticipated savings;
     
  • - loss of profit;
     
  • - loss of data; or
     
  • - any waste of time
  • our Privacy Policy; and
  • our Cookie Policy.
Promotions on this Website may only be exclusive to orders placed on the Spurs Online shop and will not be available on purchases made in the physical Shops. 
 
Unless otherwise stated, all promotion times are shown in GMT.
 
The following additional terms and conditions apply to all promotions unless otherwise stated.
 
- If you receive a free gift item with a purchase or promotion, you are not able to exchange it for the full value of the product or an exchange unless the item is faulty.
- If you receive a free item as part of a multi purchase you will be refunded the pro-rata amount from the total items you purchased in the multi buy
- Promotions are subject to stock availability
- No promotions are exchangeable for any cash equivalent
- A promotion cannot be used in conjunction with other promotions unless specifically stated. One promotion only is redeemable per one order placed.
- Any discounts cannot be applied to the sale of Gift Cards or Sale/Clearance products
- If the wording P&P is used in promotion material this means ‘Postage and Packaging’
- If a promotion offers a discounted price for any products where personalisation is available, the discount will not be applied against the personalisation. 
- 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.
- Any promotions or sales featured on this website may also be subject to additional terms and conditions we may wish to apply, and will be stated within the specific promotional terms and conditions below.
- All promotions are non-exchangeable, non-transferable, and are not redeemable for cash or other services across the Club. (for example stadium tours or tickets)
- We reserve the right to cancel orders where the promotion is not applicable or wrongly applied

20% off Kidswear Promotion
• Discount has been applied to all products within the 20% Off Kidswear promotion.
• Offer is redeemed by adding any item from the 20% off Kidswear promotion to the basket. No discount codes are required for this offer
• Offer excludes postage and packaging charges.
• Offer is available for a limited time only and subject to change without notice.
 
Returns, Exchanges and Refunds procedure for the 20% Off Kidswear promotion. 

• The goods must be in a new and unused condition with all original packaging and labels, with your proof or purchase and within 14 days of your receipt of the order. 
• If any item purchased from this promotion needs to be returned for a different size, we will happily exchange your item for the same product in the size required if this size is in stock. If the required size is unavailable, you can select a product from the 20% Off Kidswear promotion that is equivalent or less than the value of the item being returned. 
• Returned items cannot be taken into a Spurs Shop and must be returned following the Returns procedure within the Terms and Conditions. 
• If you wish to receive a full refund, all products purchased from the promotion must be returned.
• All products that are returned must adhere to our full refund policy. 
 

Nike Buy One Get One Free Terms and Conditions

• Offer applies to any combination of our pre-selected in stock Nike products only
• Offer is redeemed by adding 2 Nike products to your basket, the lowest priced item in your basket will be provided for free. The deduction will be shown in the checkout. 
• Any Replica kit that is purchased as part of the Buy One Get One Free promotion can be personalised however please note the cost of personalisation will be included at the basket. 
• Offer is online only via http://shop.tottenhamhotspur.com 
• Offer excludes postage and packaging charges.
• Offer is available for a limited time only and subject to change without notice.

Returns, Exchanges and Refunds procedure for the Nike Buy One Get One Free promotion. 

 

• The goods must be in a new and unused condition with all original packaging and labels, with your proof or purchase and within 14 days of your receipt of the order. 
• If any item purchased from this promotion needs to be returned for a different size, we will happily exchange your item for the same product in the size required if this size is in stock. If the required size is unavailable, you can select a product from the Nike Buy One Get One Free promotion that is equivalent or less than the value of the item being returned. 
• Returned items cannot be taken into a Spurs Shop and must be returned following the Returns procedure within the Terms and Conditions. 
• If you wish to return an item from the Buy One Get One Free promotion for a refund, the value of the refund will be against the lowest value item purchased from the Buy One Get One Free promotion. 
• If you wish to receive a full refund, all products purchased from the promotion must be returned.
• If you wish to return to lowest value Nike item from the order, no refund will be given. 
• All products that are returned must adhere to our full refund policy. 
• Personalised replica shirts (replica shirts with any additions, including badges, numbers, player names, any other names or lettering or any other customisation) are not returnable.
• Any Replica kit that is purchased as part of the Nike 3 for 2 promotion can be personalised. The cost of personalisation will be included at the basket. 

 

Nike 3 for 2 promotion Terms and Conditions - This promotion has now ended.
 
Offer applies to any combination of our in stock Nike products only including NFL and footwear.
Offer is redeemed by adding 3 Nike products to your basket, the lowest priced item in your basket will be provided for free. The deduction will be shown in the checkout. 
Any Replica kit that is purchased as part of the Nike 3 for 2 promotion can be personalised however please note the cost of personalisation will be included at the basket. 
Discounted products count towards the threshold to qualify for the offer.
Offer is online only via http://shop.tottenhamhotspur.com 
Offer excludes postage and packaging charges.
Offer is available for a limited time only and subject to change without notice.
 
Returns, Exchanges and Refunds procedure for the Nike 3 for 2 promotion. 
The goods must be in a new and unused condition with all original packaging and labels, with your proof or purchase and within 14 days of your receipt of the order. 
If any item purchased from this promotion needs to be returned for a different size, we will happily exchange your item for the same product in the size required if this size is in stock. If the required size is unavailable, you can select a product from the Nike 3 for 2 promotion that is equivalent or less than the value of the item being returned. 
Returned items cannot be taken into a Spurs Shop and must be returned following the Returns procedure within the Terms and Conditions. 
If you wish to return an item from the Nike 3 for 2 promotion for a refund, the value of the refund will be against the lowest value item purchased from the Nike 3 for 2 promotion. 
If you wish to receive a full refund, all 3 products purchased from the promotion must be returned.
If you wish to return to lowest value Nike item from the order, no refund will be given. 
All products that are returned must adhere to our full refund policy. 
Personalised replica shirts (replica shirts with any additions, including badges, numbers, player names, any other names or lettering or any other customisation) are not returnable.
Any Replica kit that is purchased as part of the Nike 3 for 2 promotion can be personalised. The cost of personalisation will be included at the basket. 
 

Birthday promotion

To help celebrate your birthday, we will send you an email during your birth month supplying you with a 10% off discount on your order. You will be able to enter this code at the checkout to benefit from the offer. Time restrictions apply. 

 

One Hotspur Members Discount Day

One Hotspur Members may be offered a 10% discount on selected days of the year. To use this benefit online you must be a One Hotspur member and you need to be logged in.
The One Hotspur Members discount can be used on any products apart from those in the sale or in multi-buy offers. You can still buy multi-buy products as part of the same transaction.

 

Product Review Competition - This promotion has now ended.

 

This promotion is only valid for customers who purchase on the Spurs Online shop between 04/12/19 - 17/5/20. The registered email address will be contacted within 28 days of their order being placed and be invited to leave a review for the products they have ordered. Once the review is submitted, the customer will be invited to upload an image of the customer and the item. By submitting an image, the customer will automatically be entered into the completion to win a Stadium tour for 4 people.
You will be able to select your chosen date by booking online at https://experience.tottenhamhotspur.com/. By uploading photos for this competition, we may upload your image to the Spurs Online shop. If your photo is considered inappropriate for the Spurs Online shop, your competition entry will be voided, and you may not be informed by us. If you do not want your photos to be used on the Spurs Online shop, please contact our Customer Services team.

 

PRIVACY AND COOKIE POLICIES

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.

 

Privacy Policy

Tottenham Hotspur Football Club is the data controller for the personal information we process. We recognise that your privacy is important and consequently we are committed to protecting it. Please review our privacy policy for further information: https://www.tottenhamhotspur.com/information/privacy-policy/

 

GDPR

We will process information about you in compliance with all applicable data protection legislation, including the General Data Protection Regulation (GDPR) and UK Data Protection Act 2018 and in accordance with our Privacy Policy and the terms. By using the Site and/or the Services, you consent to such processing and you warrant that all data provided by you is accurate, complete and up-to-date.

 

REGISTRATION AND DATA COLLECTION

 

To access certain areas of the Spurs Online Shop, 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 2018 and the General Data Protection Regulation (GDPR).
We are registered as a data controller in the United Kingdom under the Data Protection Act 2018 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 Lilywhite House, 782 High Road, Tottenham, London, N17 0BX. The English company registration numbers are 1706358 and 57186 respectively.

 

Preference Center

During the registration process you will have the opportunity to opt-in to receiving different types of content from the Club.
Should you not wish to receive any content either directly from the Club of from our Partners please do not tick the relevant boxes.
You can update your preferences at any time by accessing your account and selecting the Preference Centre.

 

CONTACT

 

Under the GDPR you can submit a number of access requests including the right to access the personal data we hold on you, have any inaccuracies rectified, and to ask us to erase any personal information.
Should you require further information please contact our Data Protection Officer using the following channels:
By post -  Data Protection Officer, Lilywhite House, 782 High Road, Tottenham, London, N17 0BX
Privacy Portal – Web form
Email - personaldata@tottenhamhotspur.com

 

Third-Party sites and Cookies

Our Website may contain links to other websites which are outside our control and are not covered by this Privacy Policy. If you access other sites using the links provided, the operators of these sites may collect information from you which will be used by them in accordance with their privacy policy, which may differ from ours.

 

Third-Party

Relates to a person or group besides the two primarily involved in a situation.
The Club sometimes work with other Third-Party organisations who provide goods or services that enhance the customer experience. Any Third-Party organisations working with Tottenham Hotspur Limited (“we”, “us”, “our”) would have undergone a fair and extensive review to ensure they are not conflicting with the values of the Club. If our Website directs you to a Third-Party website, you may be adhering to additional terms and conditions set out by the Third-Party. We recommend that you check the terms and conditions of any websites that are directly linked from the Spurs Online Shop before you complete a purchase or share any personal information. 

 

Our Site, New Stadium site and Shop uses cookies to collect certain information about our website visitors automatically. 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.
To read our Cookie Policy, please click here 

 
CUSTOMER REVIEWS
 
1. Product Review Request
 
Upon delivery of your order or shortly afterwards and if you have provided us with your email address we will contact you requesting a review of the products ordered.
This request is voluntary however we may contact you again about reviewing your order one further time.
To review your order follow the link in the email provided by us.
You will be invited to upload an image and/or video showing the item(s) you have purchased. These are all moderated before they are approved and can be used on shop.tottenhamhotspur.com or any of the Tottenham Hotspur affiliated websites.
If your photo/video is approved this will be available for other visitors to see on shop.tottenhamhotspur.com.
If your photo/video is rejected, it will not appear on our website and you will not receive any communications from Tottenham Hotspur with a reasoning. 
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;
          o Obscenities, discriminatory language, or other language not suitable for a public forum;
          o Advertisements, “spam” content, or references to other products, offers or websites;
          o Email addresses, URL’s, phone numbers, physical addresses or other forms of contact information;
          o Critical or spiteful comments on other reviews posted on the page or their authors;
          o Anything else deemed not suitable for a public forum.
Your product review will be used on the site alongside other reviews for the same product and contribute to an overall product score.
Your product review may also contribute to reviews of the product then advertised by a third party such as, but not exclusively, Google.
By submitting a store review you authorise the company to use your review internally for training and feedback purposes.

2. Right of withdrawal
You can request your product review be removed or your store review be withdrawn at a later date by contacting our Customer Care team via the details set out in our Terms and Conditions.
You can request the removal of another party’s product review if you feel it breaches any part of the above terms and conditions by contacting our Customer Care team via the details set out in our Terms and Conditions.
 

Hotjar

We use Hotjar to improve the user experience on the site.
This allows the consumer to leave feedback whilst on specific pages. We will use this information to resolve any issues that have been identified. This data may be shared with Third-Parties to support the development of the Website.
Hotjar also records heatmaps and recordings of a consumer’s journey while encrypting personal data.
 



 
 

Delivery Costs

Country Standard Express Threshold Spend
UK £4.99 £8.99 £90
USA $8 $12 $170
Australia N/A $18 $170
South Korea ₩10000 ₩20000 ₩150000
Canada $10 $18 $150
Denmark DKK 70 DKK 100 DKK 750
Norway NOK 90 NOK 135 NOK 1100
Sweden SEK 95 SEK 150 SEK 1100
EU €8 €12 €100
Rest of World £12 £20 £100

UK Express Delivery

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 express delivery .

UK Returns

We aim to complete returns on the day that they are delivered to us, but at busy times of year this can sometimes delay the completion of returns.
We do not charge any additional costs to resend your goods back to you if you decide to exchange for another item.
If you live near a Spurs Shop, and need your exchange/return processed quicker you can always pop in and we will be happy to assist.
If you are buying a personalised shirt (with either a custom name or player name on the back), please take care to select the correct size as due to the nature of the item we will not be able to refund or exchange it in the event that it does not fit. This applies to any replica kit items that have printing on, whether you select the name and number manually and add it to the shirt or if you select one of our hero printed shirts.
We also cannot accept liability for any changes to players names and numbers due to transfers or a player deciding to change number. So please ensure that you are happy with the name and number you have chosen when you place your order.

Overseas Returns

You have up to 31 days from the dayof purchase to make your return.* T's and C's apply, excludes personalised items.
Your order will be refunded back to the original Payment , we are unable to exchange any overseas customers and would need to purchase again once your refund has been made.
If you are buying a personalised shirt (with either a custom name or player name on the back), please take care to select the correct size as due to the nature of the item we will not be able to refund or exchange it in the event that it does not fit. This applies to any replica kit items that have printing on, whether you select the name and number manually and add it to the shirt or if you select one of our hero printed shirts.

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