FAQs

I MADE AN ORDER ON YOUR OLD WEBSITE AND I HAVEN'T RECEIVED IT?

Firstly we wish to apologise for any inconvenience or frustration arising from your missing order. We’ve built a reputation on putting fans first, and to have a supplier let you down like this is certainly not what we’d wish to happen. Our retail operation was being run by a third party supplier, Elite Sports Group Limited, who handled UK distribution for several clubs for Hummel merchandise, and unfortunately on Thursday 24 November 2022 we were advised that they had entered into administration.

For those with outstanding orders we advise to request a ‘chargeback’ from your card provider. We suggest that you take a look at this article here which explains the chargeback process in more detail: https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

Our sincere apologies again.

WHY CAN'T YOU SEND OUT YOUR STOCK TO REPLACE MY ORDER?

Unfortunately we didn't hold the stock that was being sold on the old website. We bought the very small amount of stock on this website from Elite Sports Group earlier in the year ourselves for sale at our home matches so we aren’t able to send anything out from the club to replace those orders, and as we weren’t the ones receiving payment from customers, we’re also not able to offer refunds ourselves. We understand that many will think that revenue from those orders went to the club, but we need to stress that this was not the case. We are certainly not profiting from this situation; on the contrary in fact, as we’re left with outstanding orders and significant unpaid invoices as a club too.

I'VE MADE A MISTAKE WITH MY ORDER! WHAT SHOULD I DO?

Tell us immediately! If we haven't processed your order we can amend your order but be quick. If we have already processed your order unfortunately we can't make any changes.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

We aim to process orders within 5-7 working days.

In the UK, we send our orders via Royal Mail Signed For 2nd Class delivery. They aim to deliver in 3-4 working days.

International orders are sent via Royal Mail International Tracked and Signed. (Some countries don't allow the parcel to be both tracked and signed so in that instance we send using one or the other).

Europe within 3-5 working days
Rest of the world within 5-7 working days

Customers can get in touch with us via the 'Contact Us' option at the bottom of the page if you have not received your item and it has exceeded the stated delivery time.

Please make sure you provide a full and correct address at checkout as we cannot be held responsible if the item is delivered to a wrong address!

DO YOU OFFER INTERNATIONAL SHIPPING?

Yes, we currently offer worldwide shipping. Postage prices are calculated at checkout.

All major currencies are accepted - via all major credit/debit cards. Your order will be processed in GBP.

Please note: Your payment provider may charge a fee for purchasing in a different currency. It is advisable to check with your payment provider before shopping.

WILL MY ORDER HAVE CUSTOMS CHARGES?

If you are outside of Europe then your package may incur a customs charge. Different countries have different regulations regarding imports. We advise that you find out what your regions' regulations are before ordering as any customs charges will be your responsibility to pay.

THE SIZE I WANT HAS A LINE THROUGH IT, WHAT DOES THIS MEAN?

If the size you want has a line through it, this means the item is unfortunately out of stock.

THE ITEM I WANT IS OUT OF STOCK, WHEN WILL YOU BE RESTOCKING?

Unfortunately we can't get back to every email about when we will be restocking, please keep an eye on our website and twitter @hashtagutd for updates on when we restock. Or sign up to our newsletter to be the first to hear when we restock and have special discount codes!

DO YOU OFFER NAME/NUMBER PRINTING ON SHIRTS?

Unfortunately this is not something we are currently able to offer but we hope to add this in the future.

RETURNS

If you wish to return an item or report an issue with an item, please email sales@spencerfc.com. Please note sale items are non-returnable and non-refundable unless they are faulty.

Refund eligibility is 30 days from receipt of your order.

If you return any items, please use a tracked service and retain proof of postage. If your item does not arrive back to us, it cannot be refunded.

NB: If you choose to return an item, please be aware the postage costs are at your own cost so shop carefully!