LORD’S ONLINE STORE FREQUENTLY ASKED QUESTIONS

General information, availability and prices

1. Do I need to create an account to purchase online?
   No, you do not need to create an account to purchase products online. 
   
   
2. Why doesn’t the product I purchased look like the photograph on the website?
   Every care has been taken to ensure that the descriptions, colours, photographs and specifications of the products shown on this website are correct. However, slight variations in the actual products may occur. As it is MCC’s policy continually to improve products, methods and materials, MCC reserves the right to change specifications from time to time. Subject to MCC’s Returns Policy, you may return any products to us which are not as you expected (please see MCC’s Returns Policy for more details).
   
   
3. Why is the product I want unavailable?
   All products displayed on this website are subject to availability. MCC regrets that occasionally it may not be possible to complete an order if a product has been withdrawn or is not available for any reason.
   
   
4. Will MCC’s prices change?
   MCC reserves the right to amend prices from time to time, for example in the event of a change in the rate of VAT or supplier costs.
   
   
5. Are prices inclusive of VAT?
   The price of the products is inclusive of any UK VAT payable by you but exclusive of delivery costs.

6. Do MCC products ever go on sale?
   Occasionally some product lines may go on sale. Products sold at discount prices as remnants or as substandard stock will be identified and will be stated to be sold as such.

Ordering and payment

7. What should I check before I submit my order?
   Before you submit your order, please ensure that:

(a)       you have ordered the correct size for the product (if applicable);

(b)       the desired quantity is correct; and

(c)       you have checked the available delivery dates carefully.

8. What forms of payment does MCC accept?

MCC accepts payment by Visa, MasterCard, American Express, Google pay, Apple pay and Shopify pay. The price of the products and relevant delivery charges must be paid in full at the time of ordering. All prices will be listed in Great Britain Pounds Sterling (“GBP”) and must be paid in GBP.

9. Does MCC accept payment by cheque or postal orders?
   No, MCC does not accept payment by cheque or postal orders.
   
   
10. If I am purchasing outside the UK can I pay in my local currency?
    All prices will be listed in GBP and must be paid in GBP. If you are not purchasing from within the UK, you will be responsible for the exchange rate set by your financial institution.

11. Will I receive a confirmation of my order?
    Yes, once your order has been processed and payment received, MCC will send a confirmation email to the email address you provided when submitting your order.

UK Delivery

12. Where does MCC deliver in the UK?
    Delivery will be made to the delivery address specified by you in your order. Deliveries may be sent to addresses anywhere in the UK including Northern Ireland, Jersey, Guernsey, Isle of Man and British Forces Post Office (“BFPO”).
    
    Parcels addressed to BFPO address will only be tracked up to handover to the BFPO UK address and must conform to BFPO addressing guidelines detailed on BFPO’s website.
13. Does MCC deliver every day of the week?
    No, due to cricket matches, large events, Public Holidays and/or Christmas closures (“Exclusion Days”), MCC is unable to despatch and deliver during particular times in the year.
    
    
14. How long will UK delivery take?
    MCC aims to despatch products on the day that an order is placed if that order is placed before 12 noon Monday to Friday excluding Exclusion Days. Orders received outside of these times will be despatched on the next working day.

MCC aims to deliver within two to three working days, Monday to Friday excluding Exclusion Days. All UK orders are sent via tracked mail.

Please note that whilst MCC endeavour to deliver all products within the times specified on this website, all delivery times are approximate and MCC shall not be liable for any delay in delivery of the products, howsoever caused.

15. How much is UK delivery?
    Delivery is charged at a flat fee of £5.95 per order.
    
    
16. Where is my order? Can I track my order?
    You can track your order status at any time. Once you have received an email with your tracking reference number, simply click on the link provided, or here to obtain an update on your order.

If you have not received your order after ten (10) working days after placing your order, please call MCC on 020 7616 8570 (10 a.m. to 5 p.m. Monday to Friday, excluding Exclusion Days) or email LordsShop@mcc.org.uk. Please ensure that you have your order number and tracking number when contacting MCC.

If the initial delivery attempt is unsuccessful, a second delivery will be attempted the following working day. If the second delivery is unsuccessful, a something for you delivery card will be left at the address with instructions of where to collect your order i.e. at your local delivery office.

If you have not collected your order from your local delivery office by the specified day / time on the something for you delivery card, the products will be returned to MCC.

International Delivery

17. Does MCC deliver to all countries?

No, MCC offers international delivery on certain products to certain countries.

For a list of countries to which MCC is able to deliver, please click here.

18. Are all products able to be delivered internationally?

Unfortunately, not. MCC has tried to verify that the products shown as available in a particular country are permissible imports under that country’s quarantine laws. Notwithstanding this, quarantine seizures are outside of MCC’s control and MCC will not reimburse you for any products seized or delayed by quarantine in a country. If you are concerned, please contact your local quarantine authority for guidance.

19. How long will international delivery take?
    MCC aims to despatch products on the day that an order is placed if that order is placed before 12 noon Monday to Friday excluding Exclusion Days. Orders received outside of these times will be despatched on the next working day.

International orders will usually be delivered within 7-10 working days depending on the destination country. Please note that personalised items or other bespoke products may incur longer transit times and varied delivery fees. In addition, on occasion, delivery of your order may be delayed or prevented for reasons beyond MCC’s control, such as material shortages, import delays or higher than anticipated demand. When delivering outside of the European Union, delivery may also be delayed due to customs-related processes (such as inspection). MCC will use reasonable endeavours to inform you promptly of any such delay.

20. How much is international delivery?
    The price of delivery is dependent on the destination country and the weight of products you have ordered.

 

For deliveries to the European Union
Weight	Fees
	£
Up to 500g	10.95
500g-1kg	12.95
1kg - 2kg	18.95

 

For international deliveries outside of the European Union
Weight	Fees
	£
Up to 500g	11.95
500g-1kg	14.95
1kg - 2kg	22.95

  

21. Are there any circumstances in which international delivery fees may change?
    Yes, MCC reserves the right to vary the standard delivery fees where the true cost of delivery of an order exceeds the advertised online delivery fee, or if multiple quantities of the same product are ordered or if you are ordering a bespoke item or an item from the Chic Teak range. In this instance, you will be contacted by a member of MCC’s Retail Department to ensure you are happy to proceed with the order on this basis.

22. What about customs and duties for international deliveries?

Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty and other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and MCC will not accept liability for any such duties, costs or charges.

Unfortunately MCC has no control over these charges and cannot predict what they may be, so MCC is unable to offer any assistance as regards these.

Please note that the recipient of the products, not the person placing the order, will typically receive a separate request for payment of these charges when the products arrive in the country of destination. Therefore, if you are ordering products to be delivered to someone else, please ensure they are aware that they will be responsible for these additional duties, costs or charges.

23. Will I be charged twice if my order has to be delivered in two parts?

No. Depending on stock availability, MCC may split delivery of an order into several parts. You will not be charged extra for this.

24. Where is my order? Can I track my order?

All international deliveries use an International Business Tracked and Signed service, which means that they must be signed for on receipt.

If the initial delivery attempt is unsuccessful, the parcel will be returned to the nearest depot and be held for up to 21 days. A something for you delivery card will be left at the address with instructions of where to collect your order i.e. at your local delivery office.

If you have not collected your order from your local delivery office by the specified day / time on the something for you delivery card, the products will be returned to MCC.

Returns and exchanges

25. How do I obtain a refund / exchange my order?

You may return any unwanted products, including any incorrect, faulty or damaged products, within 28 days to receive  a full refund or replacement (exclusions apply), on condition that the product is in an unused, saleable condition and in its original, undamaged packaging.

26. What products am I unable to return / exchange?
    With the exception of faulty or misdescribed products, and taking into account your statutory rights, please note the following products are unable to be returned or exchanged:

          1. underwear, swimwear and nightwear; and
          2. any personalised or bespoke orders.

27. How do I return my order

          1. Wrap the products(s) securely in the original packaging

          2. Complete and enclose the Return / Exchange Form including;

                   a. your order number;
                   b. your full name, email address and delivery address;
                   c. contact telephone number;
                   d. the date;
                   e. details of the products(s) being returned / exchanged and the reason; and
                    f. any fault or issue
           3. Ensure you include your original dispatch note with your return.
           4. Please return your products to the address below:
               Lord’s Shop
               Marylebone Cricket Club
               Lord’s Ground
               London
               NW8 8QN

For your protection MCC recommends that you use a tracked delivery service as it cannot be held responsible for products not received.

28. Where do I send my return / exchange?
    Please return your products to the address below:
    Lord’s Shop
    Marylebone Cricket Club
    Lord’s Ground
    London
    NW8 8QN

   29. How long will it take to process my return / exchange?
MCC will process any exchange or refunds due to you as soon as possible, but please allow up to 28 days from the day MCC confirms via email your entitlement to a refund.  Any refunds will be made using the original payment method.

Please be aware that you will not be entitled to a refund where products are returned to MCC in an unacceptable or used condition, as determined by MCC in its reasonable opinion.

If you would like further information on MCC’s Returns Policy, please call MCC on 020 7616 8570 (10 a.m. to 5 p.m. Monday to Friday, excluding Exclusion Days) or email LordsShop@mcc.org.uk.