Shipping policy
This policy explains how long your order takes, how we send it, and what happens if something goes wrong. If anything here is unclear, email info@kit-room.co.uk and we will answer.
How long your order takes
Almost everything we sell is made or decorated to order in our own workshop in Downpatrick, so the time depends on what you have bought and whether it is being personalised. The exact time for any item is shown on its product page.
| What you ordered | Plain | Personalised |
|---|---|---|
| Equipment and accessories | Within 5 working days | — |
| Workwear | Within 10 working days | Within 15 working days |
| Schoolwear | Within 10 working days | Within 15 working days |
| Teamwear | Within 15 working days | Within 20 working days |
| Club and school shop orders | — | Within 20 working days |
“Personalised” means anything we print or embroider for you — a crest, a logo, a name, a number or a sponsor.
Those are the times to dispatch: the point at which your order leaves us and is handed to the courier. Working days are Monday to Friday and do not include weekends or bank holidays.
The clock starts when you place your order on the website. For orders quoted by email, it starts when your deposit is paid.
If we need artwork or approval from you before we can start, we will tell you what we need as soon as you order. Time spent waiting for that does not count towards the dispatch window.
Most orders go well inside these times. They are the outside limit rather than the target, and if anything is going to take longer than stated we will contact you before it does.
How we send it
UK orders are sent Royal Mail Tracked 24, which aims to deliver the next working day after dispatch. Orders to the Republic of Ireland are sent on a tracked international service, which usually takes a little longer.
You will receive an email with tracking as soon as your order ships. If the tracking has not updated within 24 hours of that email, the parcel has usually not yet been scanned by the courier — give it another working day, then contact us and we will chase it.
We do not currently offer an express or guaranteed next-day service. If you have a fixed deadline, tell us before you order and we will tell you honestly whether we can meet it.
Delivery charges
| Destination | Cost | Service |
|---|---|---|
| United Kingdom | £5.95 — free on orders over £75 | Royal Mail Tracked 24 |
| Republic of Ireland | £9.95 — free on orders over £75 | Tracked international |
Charges are confirmed at checkout. We ship to physical addresses in the UK and Ireland only — not to PO boxes or BFPO/APO/FPO addresses.
If an item is out of stock
If something you have ordered is unavailable from our supplier, we will contact you as soon as we know and give you the choice of waiting, swapping it for something else, or cancelling that item for a refund.
Changing or cancelling an order
Contact us as soon as possible at info@kit-room.co.uk. We can usually change or cancel an order at any point before it goes into production. Once personalisation has started we cannot cancel it, because the item cannot be resold.
Personalised items
Anything printed or embroidered to your specification is made for you and cannot be returned or refunded unless it is faulty or we have made a mistake. Please check spelling, sizes and numbers carefully before you order, and check the proof we send you.
This does not affect your statutory rights in relation to faulty goods.
If your order is damaged, incomplete or lost
Contact us and we will put it right. Please keep the packaging and the items until the matter is resolved, as couriers require them for a claim.
- Damaged in transit or arrived faulty — we will replace or refund it, and cover the return postage.
- Something missing from your order — tell us what is missing and we will send it at no cost.
- Wrong item or wrong personalisation — our error, so we remake or refund it and cover the postage both ways.
- Lost or misdelivered by the courier — we will chase the courier and arrange a replacement or refund at no cost to you.
Redelivery
- If a parcel is returned because the address given at checkout was wrong or incomplete, the cost of sending it again is yours.
- If delivery fails after the courier has made its attempts and the parcel comes back to us, the cost of sending it again is yours.
- If the failure was our error — a wrong address on the label, or packaging that did not protect the goods — we cover the cost of sending it again.
Customs and duties
Orders delivered outside the United Kingdom may attract customs duties or import taxes. These are set by the destination country and are the customer's responsibility.
Contact
Kit Room (N.I.) Ltd, Unit 3B, Annacloy Business Park, Downpatrick, BT30 9GF, Northern Ireland
info@kit-room.co.uk
Company no. NI650934