Delivery, returns and refunds.

Last updated: 12 November 2026

Non-personalised items can be returned within 14 days of delivery for a refund. Personalised shirts and printed items are non-refundable unless faulty or our mistake. This page forms part of our terms and conditions of sale.

Dispatch times

• Club shop items: within 7–10 working days of your order.
• Personalised shirts and printed items: within 10–15 working days, as they’re printed to order.
• Pre-order items, including new season kit: by the estimated date shown on the product page.

Orders placed at weekends or on bank holidays are processed the next working day. If an item is delayed, we’ll email you; you can wait or cancel for a full refund.

Delivery

• DPD to UK addresses: £4.95 an order. Usually 2–4 working days after dispatch, Monday to Friday. Someone needs to sign for it; if nobody is in, DPD leaves a card so you can collect it from a depot or pick-up point.

We deliver to addresses in England, Scotland, Wales and Northern Ireland. We can’t deliver to the Channel Islands, the Isle of Man, BFPO addresses or anywhere outside the UK, and each order goes to one address. Delivery to the Scottish Highlands, Northern Ireland and the Scilly Isles can take longer. Orders are packed and shipped by our official kit partner, ProKit UK, so your parcel may arrive in their packaging. We’ll email you the tracking details when it’s on its way.

Missing, damaged or late parcels

• Missing items: please tell us within 48 hours of delivery so we can investigate with the courier quickly. If we sent the wrong item, tell us within 72 hours.
• Damaged on arrival: email a photo of the parcel and item within 72 hours of delivery and we’ll replace or refund it.
• Not arrived: if your parcel hasn’t arrived within 10 working days of dispatch, or tracking shows it as delivered but you don’t have it, contact us. Investigations with the courier can take up to 10 working days and we may ask for reasonable supporting information. If the parcel was lost before it reached you, we’ll send a replacement or refund you.

Personalised shirts: no refunds

Personalised shirts and any item printed with a name, number, badge or text at your request are made to your specification. The 14-day right to cancel does not apply, so we cannot refund, return or exchange them for a change of mind, the wrong size, or spelling or details you entered. Please check everything carefully before you order.

This does not affect your rights if the item is faulty, the printing is defective, or we printed something different from your order. In those cases we’ll reprint, replace or refund the full price, including the personalisation.

Changing your mind (non-personalised items)

You can cancel your order for any reason within 14 days of the day you receive your items (for a split delivery, from the day the last item arrives).

1. Tell us within the 14 days by emailing info@maldontiptreefc.com with your order number, or by sending the model cancellation form below. You don’t have to give a reason.
2. Send the items back within 14 days of telling us, to ProKit UK’s returns centre, using the address and return number we give you in our reply. Put a note in the parcel with your order number and return number. Please don’t send returns to the stadium unless we ask you to.
3. Return items unworn and in their original condition, with tags and packaging, using extra outer packaging to protect them.
4. You pay return postage unless the item is faulty or we sent the wrong thing. Please use a tracked service and keep proof of postage, as items lost on the way back to us remain your responsibility until they arrive.

You may try items on as you would in a shop. If an item has been worn, washed or damaged beyond that, we may reduce your refund to reflect its lost value.

Exchanges

To swap a non-personalised item for a different size, return it under the steps above and place a new order for the size you need, so you don’t miss out if stock is low.

Refunds

We refund you within 14 days of receiving your return, or of you showing proof you’ve sent it, whichever is sooner. Refunds go back to your original payment method through Stripe and are usually processed within 3 working days of your return arriving, then take 3–5 working days to reach your account, depending on your bank. If you cancel your whole order, we also refund the postage you paid. If your order qualified for a free delivery offer and a partial return takes it below the offer’s minimum spend, we may deduct our standard delivery charge of £4.95 from the refund.

Items you can’t return for a change of mind

• Personalised shirts and any item printed, badged or customised to your instructions
• Gift cards, once used
• Match tickets and event bookings, which are covered by the ticketing terms

Your rights if any of these items is faulty are not affected.

Faulty items

If an item is faulty, email us with your order number and photos of the fault. We may ask you to return it for inspection, at our cost. Wear and tear, accidental damage, misuse, or washing against the care label are not faults. Your rights under the Consumer Rights Act 2015 are:

• Within 30 days of delivery: a full refund, or a repair or replacement if you prefer.
• After 30 days and within 6 months: a repair or replacement. If that isn’t possible or doesn’t work, a refund, which may be reduced to reflect use after 30 days.
• After 6 months: the same remedies, but you may need to show the fault was there at delivery.

Refunds for faulty items include the full price paid, including any personalisation and reasonable return postage.

Buying in person at Maldon Stadium

The 14-day right to cancel only applies to online orders. For purchases made in person at the club shop, we’ll exchange unworn, non-personalised items or give a credit note within 28 days with proof of purchase. We don’t give cash refunds for a change of mind on in-person purchases. Your rights for faulty items are the same however you bought them.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Maldon & Tiptree Football Club Limited, Maldon Stadium, Park Drive, Maldon, Essex CM9 5JQ. Email: info@maldontiptreefc.com

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods*/for the supply of the following service*:

Ordered on*/received on*:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

*Delete as appropriate.