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.
Please note Mitre currently only offers delivery to UK and selected European and International territories. For any queries on delivery locations please email us directly at customerservice@mitre.com and we will be able to help.
Your order will be carefully packaged and despatched to you and delivered within the timeframe of the delivery option you have chosen. Once your order has been handed over to our nominated carrier, you will receive a confirmation email.
In most cases carriers do not operate or deliver on Bank Holidays or weekends. All prices shown on the Mitre website are inclusive of UK VAT unless otherwise specified. VAT will be deducted at the appropriate rate depending on the delivery address outside the UK.
Delivery methods
All products purchased from the website are made pursuant to a shipment contract. This means that the risk of loss for such products will pass to you when we deliver your product(s) to the address you gave us or you (or, in limited circumstances, a carrier organised by you) collects the product(s) from us. You will be responsible for the product(s) once they are in your physical possession or once they have been delivered in accordance with the delivery instructions.
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.
Our delivery prices are as follows:
UK delivery
Standard Delivery (£2.50 or Free on orders £20 or over)
We aim to have your products delivered to you within five (5) working days after despatch. A signature may be required upon delivery. This service includes the United Kingdom Mainland, Northern Ireland, Scottish Highlands and Islands. Where delivery is not possible, the products purchased will be taken to the carrier’s nearest sorting office / depot and you will receive a notice explaining how to retrieve your products in accordance with the carrier’s policy. Deliveries to the Isle of Man may also be subject to delays due to Customs checks.
Express Delivery
We aim to have your products delivered to you the next working day after despatch, for orders placed before 4.00pm. A signature may be required upon delivery. This service includes the United Kingdom Mainland, Northern Ireland, Scottish Highlands and Islands (Express delivery to Northern Ireland, Scottish Highlands and Islands takes 2 working days). Where delivery is not possible, the products purchased will be taken to the carrier’s nearest sorting office / depot and you will receive a notice explaining how to retrieve your products in accordance with the carrier’s policy. Deliveries to the Isle of Man may also be subject to delays due to Customs checks.
Please note, Express Delivery can take up to 2 working days in the following postcode areas: AB, BT1-58, DD8-11, KW15-17, ZE1-99, GY1-99, JE1-99, PA20-23,25-32,34-35,37,39-40, PH50, HS9-99, KA27,28, PA41-49, PA60-75, PA77-78, PA62-74, PA76, PH41(2),42,43,44, IV1-20,25,30-32,36, IV21-23, IV26-27, IV40-56, PH19-26,30-41, KW1-3,5-14, HS1-8, IV40-53,54,55,56, BF0-BF99, IM1-99, TR21-25”
Express Personalised UK Delivery (Free)
This service only relates to orders that include Personalised Footballs. We aim to have the Personalised Football and any other items you may have ordered with it, delivered to you free of charge within five (5) working days after despatch.
International Delivery
Prices for delivery to international addresses will depend on the International Zone referenced below and the final delivery cost will be displayed on the checkout page. Please allow up to 30 days for personalised products.
Where delivery isn't possible, the products will be taken to the courier’s depot / sorting office and you will receive a notice explaining how to retrieve your products in accordance with the carrier/courier’s policy.
Any customs or import duties are levied once the package reaches its destination country. Mitre is not responsible for any additional charges for customs clearance, and our customers may pay for these in full. Mitre has no control over these charges and cannot predict what they may be. Customs policies may vary widely from country to country; you may want to contact your local customs office for further information. Delivery times may vary due to circumstances beyond our control. If you choose not to pay the applicable customs charges, Mitre will refund you for any goods returned to it in a resalable condition less any charges it incurs as a result. If, however, you do not elect to return the goods to Mitre, it is possible that Customs will not release the goods and Mitre will not be able to process a refund.
International Zone 1 & 2
Standard Delivery (£6.95)
We aim to have your products delivered to you within ten (10) working days after despatch. Saturday delivery may be possible, but this varies by country. A signature may be required upon delivery.
International Zone 1 countries
Belgium, France, Germany, Luxembourg, Monaco, Netherlands, Republic Of Ireland, UK - Channel Islands (Guernsey), UK - Channel Islands (Jersey)
International Zone 2 countries
Albania, Andorra, Austria, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Macedonia (FYR), Malta, Montenegro, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Vatican City State
International Zone 3
Standard Delivery (£12.95)
We aim to have your products delivered to you within ten (10) working days after despatch. Saturday delivery may be possible, but this varies by country. A signature may be required upon delivery.
International Zone 3 countries
Afghanistan, Algeria, American Samoa, Angola, Anguilla, Antigua and Barbuda, Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Brazil, Brunei Darussalam, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo, Cook Islands, Costa Rica, Côte d'Ivoire, Djibouti, Dominica, Dominican Republic, Egypt, El salvador, Eritrea, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, India, Indonesia, Israel, Jamaica, Japan, Jordan, Kazakstan, Kenya, Kiribati, Kuwait, Kyrgystan, Lao, Lebanon, Lesotho, Liberia, Macau, Madagascar, Malawi, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Northern Mariana Islands, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Rwanda, Saint Helena, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, Sao Tome and Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Korea, Sri Lanka, Suriname, Swaziland, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, Tuvalu, Uganda, United Arab Emirates, Uruguay, USA, Uzbekistan, Vanuatu, Venezuela, Virgin Islands (British), Virgin Islands (U.S.), Yemen, Zambia
Returns Procedure
If for any reason you are not happy with your Mitre products, please follow our returns procedure, so that we can assist you in the exchange or refund of your order. Mitre reserves the right to reject the return of products which are not returned in accordance with our returns procedure and we may request that you pay for the shipping of such goods back to you. Our returns procedure does not affect your statutory rights. You can only return to Mitre products which have been purchased directly through this website. If you purchased your Mitre products at a retail store or from another websites the products must be returned to the original store or site which they were purchased from.
Conditions for all Returns or Exchanges
You may return new, unworn or unused products which you wish to exchange or return within 30 days of purchase. Please note you have a duty to take reasonable care of returned products and any refund may be withheld or a charge incurred if you fail to take such care and damage the products. Please make sure that your return package is packed and sealed securely (in or with the original packaging if possible).
Where you wish to exchange a product, please note that you will only be able to exchange with a product of the same or less value than the original item you wish to exchange otherwise you will be required to pay an additional sum where the replacement product is more expensive that the original product purchased.
Please note: for UK consumers, your right to exchange or return products is separate from your statutory right to cancel your order or to reject faulty goods (see below).
i. UK Delivery: Costs and Instructions
a) If you are returning products for exchange or return, we will pay the cost of the return shipping. 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. Please note that if you have opted to deliver the product(s) back to us by more expensive means than the standard delivery option offered, you will not be refunded the outbound delivery cost.
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 or to reject faulty goods as described below.
c) You will not be liable for the delivery costs incurred by us in sending you any products as exchanges.
Please note, you will not be liable for the costs of returning any substitute products i.e. where you have been supplied with substitute products because the original products became unavailable when ordered or pre-ordered.
d) In the case of returns, you will only be refunded the value of the products 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 products are faulty.
With your purchase of Mitre products, you will have received a delivery note and a returns form if ordered in the UK. To return items to us, whether for exchange or return, simply fill out your returns form as instructed, and attach the self-adhesive returns address 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. You can contact them by email at: customerservice@mitre.com.
Please do not return items to our head office address in London, as all returns are processed at our warehouse in England. If you return items to our head office address, your return may be severely delayed. We will refund all monies received from you (including the outbound delivery cost) within fourteen (14) days of receiving the product(s) from you. Please note that if you have opted to deliver the product(s) back to us by more expensive means than the standard delivery option offered, you will not be refunded the full outbound delivery cost. We will only refund you the cost of the standard delivery option.
ii. International Delivery: Costs and Instructions
For products returned from outside the UK, you will be responsible for the cost of returning the products. We will pay the costs of returning any faulty goods based on our standard postal charges that we charge on Mitre.com.
To return products from outside the UK please complete a returns form that can be found here and send this along with the products you want to return. You must clearly mark the packing used to return the products as follows: 'RETURNED GOODS: GB MERCHANDISE FOR REFUND/EXCHANGE' before returning to:
INTERNATIONAL RETURN - MITRE
MITRE e-commerce Returns Centre
Glover DC, Spire Road
District Road, Washington
Tyne & Wear
NE37 3ES
United Kingdom
In all cases, you must obtain 'proof of posting' from whichever carrier you choose to use so your products can be tracked. Undelivered products cannot be refunded.
Please do not return items to our head office address in London, as all returns are processed at our warehouse in England. If you return items to our head office address, your return may be severely delayed. We will refund all monies received from you within fourteen (14) days of receiving the product(s) from you.
UK Only: Statutory Right to Cancel
If you are a customer, in addition to our Returns Procedure, under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 – you also have fourteen (14) days (beginning the day after receipt of the products) to cancel your purchase order.
Where you exercise your statutory right to cancel, we will provide a full refund on the price paid for the products. If you have cancelled your entire order, we will also refund your original delivery charge. If you only cancel part of your order and return only some of the products delivered to you, delivery charges will not be refunded. This is because the delivery charge is normally the same regardless of the number of items delivered and, if you retain part of your order, the delivery charge still applies to the part that you retained.
Where you exercise your right to cancel within fourteen (14) days, you should return the products to us without undue delay and, in any event, no later than 14 days after the day on which you inform us in writing of your decision to cancel the contract. 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.
We will refund the cost of the rejected products and the cost of our standard delivery charges within 14 days of receiving the products back. Please note that should the value of the products have been reduced by your handling of them, we reserve the right to deduct the diminished value of the products before we refund you.
If the products are faulty, you have a short term right to reject the faulty products within 60 days of delivery. If you do not exercise this right, you have a right to the repair or replacement of the faulty products and, if such the repair or replacement is inadequate, you have a right to reject the products and obtain a full refund.
Discrepancies
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. Any replacements will be sent to you at no extra cost to yourself.
Disputes
We are under a legal obligation to notify you that certain disputes can be settled by Alternative Dispute Resolution (“ADR”). The approved body to resolve disputes via ADR in our industry is The Retail Ombudsman. Alternatively, there is also an Online Dispute Resolution (“ODR”) Platform available here: //ec.europa.eu/odr
However, please note that settling disputes via ADR / ODR is not mandatory and we have not elected to resolve our disputes via ADR / ODR. This means that any dispute relating in any way to your visit to the Website or to products you purchase through the Website should be submitted to the courts of England and Wales (unless you have violated or threatened to violate Mitre’s intellectual property rights in any way in which case 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).
