General Delivery Information
Thank you for visiting the Mitre website. We take a lot of care in the quality of our products, and want you to be happy with the service you get from us.
All orders placed on the Mitre website are made subject to a shipment contract. This means that the risk of loss for such products passes to you upon our delivery to the carrier. If you have received confirmation of shipping but your products have not arrived, please ensure that you have allowed sufficient time according to the estimated delivery times provided to you on your shipping confirmation email.
Please note Mitre currently only offers Delivery to UK addresses. We offer both standard and express delivery types.
Your order will be carefully packaged and despatched to you and delivered within the timeframe of the delivery option you have chosen.
We will use a carrier called DPD to deliver your products. Once your order has been handed over to the carrier, you will receive a confirmation email.
In most cases carriers do not operate or deliver on Bank Holidays.
All prices shown are inclusive of UK VAT.
UK Standard Delivery
United Kingdom Standard Delivery £3.75.
This service includes the United Kingdom mainland, Northern Ireland, Scottish Highlands and Islands. The Channel Islands are also included within this service, although the UK VAT will be removed from both the order value and the carriage charge. Channel Islands customers may have to pay import duty, and there may be a slight delay in delivery due to customs inspection.
We strive to have your order with you within fourteen working days, where a signature will normally be required on arrival. You are able to nominate an alternative delivery address (such as your place of work) at the time of ordering, if this is more convenient for you.
Where delivery isn't possible, the parcel will be taken to your nearest Post Office sorting office and you will receive a card explaining how to recover your delivery from the sorting office and collect your order when convenient.
UK Express Delivery
United Kingdom Express Delivery £6.75.
This service includes the United Kingdom mainland and Northern Ireland, but excludes the Scottish Highlands, and Channel Islands.
If we receive your order by 1.00pm (GMT/BST) on a working day, we will despatch your order the same day. Delivery should take place the following working day if in the UK Mainland or Northern Ireland. For all other areas, a 2 day service will apply. Upon delivery of your order, a signature will be required. Please note: Saturday is not classed as a working day.
Where delivery isn't possible, the parcel will be taken to your nearest Post Office sorting office and you will receive a card explaining how to recover your delivery from the sorting office and collect your order when convenient.
You will be advised which location on the attempted delivery notification card the carrier leaves at the delivery address.
At the current time, we are unable to ship parcels outside the United Kingdom. We apologise for any inconvenience caused.
Please note that customised goods cannot be exchanged or refunded unless faulty.
You may also return goods found to be faulty under the terms of the Mitre Product Guarantee. It is essential for both hygiene and for a thorough assessment that faulty items are returned to us in a clean, dry and presentable fashion. We appreciate that due to the nature of the usage of our products, soiling will occur. However, we would ask you to consider that these products must be handled by our staff in order to carry out examination and any subsequent repairs. We reserve the right to refuse an inspection if the products are returned in a state unfit for handling. We trust you agree that this is a reasonable request.
For returns, faulty goods and exchanges, Mitre will pay the cost of the return shipping.
In all cases, you must obtain a 'proof of posting' from Royal Mail (or whichever carrier you choose to use), as undelivered items cannot be refunded.
Upon receipt of a faulty item, an inspection takes place. If we agree that the fault falls within the Mitre Product Guarantee, then the item will either be replaced or repaired free of charge.
We reserve the right to reject returned goods which are not returned in accordance with our returns policy, and we may request that you pay for the shipping of such goods back to you.
Mitre will pay only cover subsequent re-delivery costs (if applicable) if the return is as a result of our error or if the goods are faulty.
When you receive products you have ordered, we recognise that you will want to try them on to ensure the fit and feel of the item is as you envisaged. Many of our products are worn next to the skin, so please bear this in mind when trying them on, as this may affect our ability to offer you a refund should you decide to return the item, and we subsequently find the item is not in a fully re-saleable condition.
Seven Day Cooling Off Period
In addition to our Returns Policy, under the Distance Selling Regulations, customers purchasing from within the UK have seven (7) working days (beginning the day after receipt) to cancel your purchase. In this case, we will provide you with a full refund of the price of the goods and the delivery charges.
We advise that you receive proof of postage from your chosen carrier as we cannot issue refunds on goods we do not receive.
Mitre Product Guarantee
Mitre products carry a full guarantee to the original purchaser against defects in components, materials, and workmanship. The guarantee excludes damage caused by normal wear and tear, accidents, inappropriate use or care and repair other than by Mitre or its agents. Mitre may repair or replace any guaranteed item at its discretion. All claims should be made in writing.
This guarantee gives no rights other than those expressly set out above and does not cover any claims for consequential losses or damages. This guarantee does not affect your statutory rights as a consumer.
Returns & Exchanges Process
1. We can only issue you with a refund or exchange if the item(s) purchased are in a fully re-saleable condition (excludes faulty items).
2. Please ensure that items returned also have their original packaging and that the items are in a fully re-saleable condition, and have any swing-tickets still attached (excludes faulty items). Faulty items must be in a clean and dry condition.
3. You will find a self-adhesive returns address label on your delivery note. Please affix this to the outside of your returns package, ensuring that any other carrier labels are struck-through with a marker pen. This Royal Mail returns label is pre-paid by Mitre.
4. We recommend you obtain proof of posting as we cannot issue refunds for items we do not receive.
5. Complete the returns or exchanges section of the delivery note, and ensure it is returned with the goods. If you are returning faulty goods and have misplaced or thrown-away your delivery note, please write your personal details, order number, and reason for returning the item onto a sheet of paper and include this within the package.
6. Please ensure your returns package is packed and sealed securely.
7. All returns will be refunded to you via your original form of payment once they have been received and inspected at our distribution centre. Please allow up to thirty (30) days for the credit to appear on your statement.
8. Upon receipt of a faulty item, an inspection takes place. If we agree that the fault falls within the Mitre Product Guarantee, then the item will be replaced or repaired free of charge.
Please note the returns form is on the reverse of your delivery note that arrives with your parcel.
If, for any reason, you misplace your returns label, please email us at firstname.lastname@example.org
E-commerce Terms and Conditions of Sale
Welcome to mitre.com (the “Website”). There are a few rules that our visitors must follow when using our Website, so we ask all our visitors to read our Terms and Conditions carefully.
This Website is brought to you by Mitre Sports International Limited (“Mitre”, or “we” or “us”) and all rights, including copyright, in the content of the Website is owned or controlled by Mitre.
Mitre and its affiliates provide access to the Website and sells its products to you subject to the Terms and Conditions set out on this page.
If you have any comments or queries relating to this Website, please contact us.
Terms and Conditions of Sale
Please carefully read these Terms and Conditions before purchasing any Mitre products on the Website. By purchasing Mitre products on the Website, you agree to be bound by these Terms and Conditions.
1. Your Account
You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.
Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when you registered.
The Website only sells products to individuals who can purchase with a credit card/debit card. If you are under sixteen (16), you may use the Website only with the express permission and supervision of a parent or guardian.
Mitre reserves the right to refuse access to the Website, terminate accounts, remove or edit content, or cancel orders at its discretion. If we cancel an order, it will be without charge to you.
3. Our Contract
When you place an order to purchase a product from the Website, we will send you an email confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we send an email to you confirming that we have accepted the order (the ‘Order Confirmation Email’). Such acceptance will be complete at the time we send the Order Confirmation Email to you. You are seeking to enter into a contract with Mitre when you place an order.
This contract is legally binding when you have placed an order, your order has been accepted by us and we have sent you the Confirmation Email.
Mitre will retain the title in the products until full payment has been made by you and has been received by Mitre.
Mitre reserves the right to hold any orders prior to shipping for security review. Mitre only delivers its products to addresses within the United Kingdom. In the event that an order is placed for a delivery to a location where we do not deliver to the order will be cancelled and a refund processed.
We will endeavour to deliver all products you have ordered within the time period specified on your Order Confirmation Email.
All products purchased from the Website are made pursuant to a shipment contract. This means that the risk of loss for such products pass to you upon our delivery to the carrier. If you have received your Order Confirmation Email but your products have not arrived within the time specified in the Order Confirmation Email, please contact us and we will do our best to assist. Note that during exceptionally busy periods (e.g. Christmas) or when the weather is particularly inclement please allow an additional day before raising a query.
If your order has not been received within our specified timescales as further set out below, in the first instance please check with your local mail delivery office to see that they are not holding your parcel. If they confirm that they do not have your products, please contact us and we will do our best to assist.
You can only return Mitre products that have been purchased directly through this Website. Mitre products purchased at a retail store or from other websites must be returned to the original store or site from which they were purchased.
If for any reason you are not happy with your Mitre products, please follow our Delivery, Returns or Exchanges Policy, so that we can assist you in the exchange or refund of your order. Mitre reserves the right to reject the return of products that are not returned in accordance with our Returns and Exchanges Policy Procedure and we may request that you pay for delivery charges in returning such goods back to you. Our returns policy does not affect your statutory rights.
A. Returns or Exchange
You may exchange or return new, unworn or unused products within thirty (30) days from the date on which the goods were shipped to you. Where you wish to exchange a product, please note that you may be required to pay an additional sum where the replacement product is more expensive that the original item purchased.
Please note: your right to exchange or return products is separate from your statutory right to cancel your order under the Distance Selling Regulations (see below).
a) If you are returning goods for exchange or return, you are responsible for the cost of returning them to us.
b) We will not refund the original delivery charge in the case of exchanges or returns.
Please note: you will only be reimbursed the original delivery charge where you exercise your statutory right to cancel within the 7 working day period beginning after the day of receipt of the goods under the Distance Selling Regulations – see Statutory Right to Cancel below.
c) You will also be liable for the delivery costs incurred by us in sending you any products as exchanges.
d) In the case of returns, you will only be refunded the value of the goods ordered.
e) We will only pay the return costs and subsequent re-delivery costs (if applicable) if the return is a result of our error or the goods are faulty.
This Returns Procedure does not affect your statutory right to cancel or any of your other statutory rights.
B. Statutory Right to Cancel
If you are a UK or EU customer, in addition to our Returns or Exchange Procedure, under the Distance Selling Regulations you also have seven (7) working days (beginning the day after receipt of the goods) to cancel your purchase order.
These legal rights do not apply to non-EU customers.
a) Where you exercise your statutory right to cancel, we will provide a full refund on the price paid for the goods and the original delivery charge.
b) Where you fail to return the product(s) in question or you send them at our expense, or if our appointed courier collects the goods from you, we reserve the right to charge you for the direct costs incurred by us in collecting or returning the goods (other than where the goods have been sent to you in error or where such goods are faulty in which case, such costs shall be at our expense).
Where you exercise your right to cancel within 7 (seven) working days, you should return the goods to us as soon as reasonably practicable. Please note: if we have provided any services as part of the purchase (e.g. products made to order or gift wrapping) and we have begun to provide these services before you have exercised your right to cancel, we shall not reimburse the costs of such services.
How do I exercise my statutory right to cancel?
In order to exercise your right to cancel , please:
a) send an email to email@example.com; or
b) write to us at our address at the end of these terms;
making it clear in your correspondence that you are giving notice to exercise your statutory right to cancel.
Your email or letter will be deemed to have been received by us on the date you send it (provided it is sent to the correct address and it is sufficiently clear that you are exercising your right to cancel). Please try and keep the confirmation of any letter or email to demonstrate the date when you sent it.
C. Conditions for All Returns, Exchanges or Statutory Right to Cancel
All goods must be returned to us unused, together with all original packaging (please note you have a duty to take reasonable care of returned goods and any refund may be withheld or a charge incurred if you fail to take such care and damage the goods). Please make sure that your return package is packed and sealed securely (in or with the original packaging if possible). Packages must be returned with the freight prepaid. We recommend the use of an insured parcel service, such as Royal Mail Special Delivery.
With your purchase of Mitre products, you will receive a Delivery Note and Returns Form. To return items to us, whether for exchange or return, simply fill out your Returns Form as instructed, include the Returns Form in the package and attach the label (including your Delivery Note number) to the outside of the package then post it back to us. If you do not have your Delivery Note or Returns Form, our Returns Team will be happy to send you electronic copies for you to print off at home. Please do not return items to our head office address in London, as all returns are processed at our warehouse in the north-west of England. If you return items to our head office address, your return may be severely delayed.
If there are any discrepancies with your order, you must notify us as soon as possible. If you have been shipped the incorrect goods then please do accept our apologies. Please follow the Returns Procedure and on receipt of your order, we will reimburse the cost of returning them to us. Any replacements will be sent to you at no extra cost to yourself.
Please note that the return postage refund will be sent by cheque. Please allow up to thirty (30) days for your refund to be processed.
6. Feedback and Complaints Policy
We welcome any comments about our service, so that we can improve what we are doing. Our aim is to deal with any problems quickly and fairly. If you have reason to complain about our service, please e-mail our Customer Services Team stating clearly that you are making a complaint. Alternatively, call us on the number stated on the Website and say that you wish to make a complaint. Our aim is to respond to your complaint within seven (7) working days, either resolving the complaint, or with a timescale for resolution.
7. Pricing and availability
All prices displayed on the Website are inclusive of any applicable taxes and show the correct price for your territory. All item prices are exclusive of delivery charges. A list our international delivery charges can be found here. We list availability information for products sold by us on the Website, including on each product information page. Beyond what we say on that page or otherwise on the Website, we cannot be more specific about availability. Please note that shipping dates are estimates only. Unless otherwise stated, dispatch dates are not guaranteed and should not be relied upon. As we process your order, we will inform you by email if any products you order are subsequently found to be unavailable.
Despite our best efforts, a small number of the products on the Website may be mis-priced. If a product's correct price is lower than our stated price, we will charge the lower amount and send you the product. If a product's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping the products or cancel your order and notify you of such cancellation.
When ordering products from the Website for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you as we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact the local customs office for further information. Additionally, please note that when ordering from the Website, you are considered the importer of record and must comply with all laws and regulations of the country in which the products are received. Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our International customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.
9. Disclaimer and limitation of liability
This Website is provided by Mitre on an “as is” and “as available” basis. Mitre makes no representations or warranties of any kind, express or implied, as to the operation of this Website or the information, content, materials, or products included on this Website. It is expressly agreed by you that your use of this Website is at your sole risk.
Mitre disclaims all warranties, express or implied, including, but not limited to, implied warranties of saleability and fitness for purpose to the fullest extent permissible by applicable law. Mitre does not warrant that this Website, its servers, or e-mail by us are free of viruses or other harmful components. Mitre will not be liable for any damages of any kind arising from the use of this Website, including, but not limited to direct, indirect, incidental, punitive, and consequential damages.
Laws of certain countries or states do not allow limitations on implied warranties or the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.
10. Electronic communications
When you visit the Website or send emails to us, you are communicating with us electronically. We will communicate with you by email or by posting notices on the Website. For contractual purposes, you consent to receive communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
Any dispute relating in any way to your visit to the Website or to products you purchase through the Website may be submitted to the courts of England and Wales, except that, to the extent you have in any manner violated or threatened to violate Mitre’s intellectual property rights, Mitre may seek injunctive or other appropriate relief in any court in any country in the world, and you consent to exclusive jurisdiction of such courts.
12. Alteration of Service or Amendments to the Conditions
We reserve the right to make changes to our Website, policies, and these Terms and Conditions of Sale at any time. Your usage of the Website and your orders will be subject to the policies and Terms and Conditions of Sale in force at the time that you use the Website or that you order products from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of the provisions of these Terms and Conditions of Sale are deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of the remaining conditions.
13. Events beyond our reasonable control
Mitre will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.
If you breach these Terms and Conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
15. Governing law and jurisdiction
Your use of the Website, any purchase by you on the Website of any products and these conditions will be governed by and construed in accordance with the laws of England and Wales and will be deemed to have occurred in England. You agree, as we do, to submit to the non-exclusive jurisdiction of the English courts.
Your statutory rights are not affected by these Terms and Conditions of Sale.
16. Our details
mitre.com is owned by Mitre Sports International Limited, The Pentland Centre, Lakeside, Squires Lane, Finchley, London, N3 2QL