FAQ: RETURNS

Have a question regarding returns? Browse our frequently asked questions or use the contact options below.

CHRISTMAS RETURNS POLICY
To help you shop with confidence this season, our Christmas returns policy is valid between 15 November and 20 December 2021. Any purchases made between these dates may be returned within 60 days. For purchases made from 20 December onwards, our normal refund policy applies.

UNITED KINGDOM RETURNS
Returns are handled by our Netherlands warehouse. Following new Brexit regulations, if you are wishing to return any items from the UK (excluding Northern Ireland) for a refund, you will need to ensure you complete the necessary customs declarations before you drop the parcel with any international carriers. We recommend checking the links below for the more popular carriers to ensure the parcel is not returned to you instead of our warehouse:
Royal Mail Parcel Force DHL UPS

Return Information

You have the right to return your unwanted items within a period of 30 days without giving any reason. The withdrawal period expires 30 days after the day on which you or a third party designated by you, who is not the carrier, takes physical possession of the good. To exercise the right of withdrawal, you must notify us by means of a statement (e.g. in writing, by post, or e-mail) that you are withdrawing from the contract. You can use the model withdrawal form, but you are not obliged to do so. To meet the withdrawal period, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
If you cancel the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) without delay and in any case, no later than 14 days after we have been informed of your decision to withdraw from the contract. If you only return part of your order, the costs for delivery will not be refunded. We will pay you back with the same payment method with which you made the original transaction unless you have explicitly agreed otherwise. You will not be charged extra for your refund.
You will receive your refund when we have received the goods back or you have provided proof that you have returned the goods. You must return the goods within 14 days from the day on which you notify us of your withdrawal from the contract. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the direct costs of returning the goods. You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods. If you are wanting to exchange your online purchased products, please place a new order on our webshop. To receive a full refund of your items, please chose one of the below options.

1. Return via our established partner

Would you like to return purchases quickly and hassle free?
You can easily return your products via our partner, ReBOUND return platform. We have specially set up this return service to provide you with a quicker and easier return process. There is no need to separately report your return when using ReBOUND; simply fill out the instructions by clicking on the “Return Items” button below. After registering your return with ReBOUND you will see the costs for returning including the option, whereby for some options you don’t have to print the return label yourself!

2. Return via other means

Would you rather choose your own courier?
You may also cancel your purchase by means of a written statement to info.mercedes@stichd.com. Please always clearly indicate which products (article name / article number), order date, order number and your contact details. In addition, returns may be completed using the EU model withdrawal form. Unfortunately, not by choice but by law, non-EU customers may be subject to additional charges and duties when returning the items to our warehouse in the Netherlands. In which case any extra duties and charges will be borne by you. Please check with your courier for a list of associated charges. If you cancel your entire purchase, you will receive all payments concerned, including any paid delivery costs. Please note that any additional costs resulting from your choice of a delivery method other than the standard delivery offered are excluded from refund. Payments will be made without delay and no later than 14 days after we have been informed of your decision to withdraw your purchase. We may however withhold payment of the refund until we have received your returned products or until you have provided proof of the returned products. If you only cancel and return part of your total order, the costs for delivery will not be refunded. Refunds will be reimbursed via the same payment method with which the original transaction was made. In some cases this may take up to 10 working days to appear in your bank account depending on your payment method provider.

Return address

  • Return Department
  • stichd sportmerchandising B.V.
  • The Posthoornstraat 16
  • NL-5048 AS Tilburg
  • The Netherlands

Excluded from the right of cancellation

Excluded from your right to cancel your purchase are, amongst others, the following items. Please consult article 10 of the terms and conditions for the complete list of excluded items.
Sealed products that, for reasons relating to the protection of health or hygiene, are unsuited to returning and whose seal was broken after delivery;

  • Products manufactured according to your specifications, which were not prefabricated and were made based on your specific choice or decision;
  • Personalized items or items which are clearly intended for a specific person or otherwise clearly personalized. We accept no responsibility once a replica shirt or short has been printed, if a player leaves the team and/or their team number changes, or if the badge changes in the future;
  • Unsealed DVDs, videos or PC & video games; 
  • Pierced jewelry;
  • Perishable items.

Any damages or faults upon receival?

Your statutory rights, in particular in case of faulty or defective products, remain unaffected by this return policy. To report a faulty item please contact us via our contact form so we can provide you with instructions.

  • Am I able to exchange something I’ve bought?

At this moment in time, we do not offer straight exchanges/swaps. However, should you be unhappy with a product you are entitled to return it to us within 30 days where we can issue you with a refund.

  • What is excluded from the right of withdrawal? 

Excluded from your right of withdrawal are, amongst others, the following items:

  • Sealed products that, for reasons relating to the protection of health or hygiene, are unsuited to returning and whose seal was broken subsequent to delivery;
  • Products manufactured according to your specifications, which were not prefabricated and were made based on your specific choice or decision, or which are clearly intended for a specific person;


  • How do I return an unwanted item?

You have the right to return your untwanted items within a period of 30 days without giving any reason. The withdrawal period expires 30 days after the day on which you or a third party designated by you, who is not the carrier, takes physical possession of the good. To exercise the right of withdrawal, you must notify us by means of a statement (e.g. in writing, by post, or e-mail) that you are withdrawing from the contract. You can use the return form for this, but you are not obliged to do so. To meet the withdrawal period, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
If you cancel the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) without delay and in any case, no later than 14 days after we have been informed of your decision to withdraw from the contract. If you only return part of your order, the costs for delivery will not be refunded. We will pay you back with the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise. You will not be charged extra for your refund.
You will receive your refund when we have received the goods back or you have provided proof that you have returned the goods. You must return the goods within 14 days from the day on which you notify us of your withdrawal from the contract. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the direct costs of returning the goods. You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.

  • Return Department
  • stichd sportmerchandising B.V.
  • The Posthoornstraat 16
  • NL-5048 AS Tilburg
  • The Netherlands

To return an item you have purchased from us, please complete the return slip included with your order (or download a new one here). Returns are also possible via the model withdrawal form.

  • Do you offer free returns?

With the exception of faulty goods, at this moment in time, we do not cover the costs of returning the item to us.
We recommend sending the item via a recorded delivery method to allow you to track it. Unfortunately, we cannot accept liability for returned goods that never reach the warehouse or are damaged during their return.

  • As a UK customer, do I have to pay additional duties to return an item as a result of Brexit?

You may be subject to additional charges when attempting to return an item to our Netherlands warehouse. Please check with your chosen courier. Additional charges for customs clearance are borne by the recipient.


  • What happens after I’ve returned my item(s)?

Once we receive your item back in our warehouse we will issue a refund to the value of the item returned. Upon receipt at our warehouse, standard inspection checks will be carried out in conjunction with the reason specified on the return note. Once approved we will send you a confirmation email and a refund will be processed.
Any refund will automatically be issued to the payment method you used to place your original order. This typically takes up to 10 working days, depending on your payment method issuer.

  • I've returned my item(s) but I've not received a refund

Refunds can take up to 10 working days. Once we have authorised the refund, this is down to your individual payment issuer and we have no control over it. If you still haven't received it after this time, please contact us using the options below.

  • How do I return a faulty item?

We are happy to sort any issues with faulty items straight away. Please contact us using the options below, and have these details ready:

  • Your order number
  • The faulty item’s name
  • Description and imagery of the fault

We will usually replace faulty items free of charge, and, depending on the item and issue, we will arrange collection of the faulty item.

  • What should I do if my refund amount is incorrect?

We’re really sorry if we’ve made a mistake with your refund. Please contact us using the options below and we will happily sort it for you as quickly as possible.

Contact us

Still not found the answer? Contact us below. Our UK based customer service team is online between 09.00 and 17.00 (GMT), Monday to Friday