FAQs

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 MCC regrets that occasionally it may not be possible to complete an order if a product has been withdrawn or is not available for any reason.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 your 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?
   Subject to paragraph 3 of the Lord’s Online Store Terms & Conditions, the price of the products will be the price listed on this website at the time of ordering, which is, where applicable, inclusive of any UK VAT payable by you but exclusive of delivery costs.

6. Do MCC products 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 place my order?
   Before you submit your order, please ensure that:

• you have ordered the correct size for the product (if applicable);
• the desired quantity is correct; and
• you have checked the delivery dates carefully.

Please note that 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.

8. What are Exclusion Days?
   Cricket matches, large events, Public Holidays and/or Christmas closures. MCC is unable to despatch and deliver on Exclusion Days.

9. What forms of payment do you accept?

We accept 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.

10. Do you accept payment by cheque or postal orders?
    MCC does not accept payment by cheque or postal orders.

11. Why are you not able to despatch / deliver every day of the week?
    Due to Exclusion Days (as defined above in paragraph 8), MCC is unable to despatch and deliver during particular times in the year. 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.

12. 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.

Delivery

13. Where do you deliver?
    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.

14. Do you deliver overseas?
    MCC regrets that international delivery is currently unavailable.

15. How long will 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.

16. How much is delivery?
    Delivery is charged at a flat fee of £5.95 per parcel.

17. Where is 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.

Returns and exchanges

18. 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.

19. 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:

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

20. How do I return my order?

• Wrap the products(s) securely in the original packaging
• Complete and enclose the Lord’s Online Store Return / Exchange Form including;
  1. your order number;
  2. your full name, email address and delivery address;

• contact telephone number;

1. the date;
2. details of the products(s) being returned / exchanged and the reason; and
3. any fault or issue.

21. 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

22. 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.