Refund policy

🎄 Extended Christmas Returns Period 🎄

Ordering a Christmas gift? Order with peace of mind with our extended return period!

If your order is placed from 1st October 2025, you will be able to request a return for your order up until 14th January 2026. Usual return policy applies. If you have any questions regarding our Christmas Returns Period, please email us at support@mysteryfootball.co.uk.

Returns Period

We have a 30-day return policy, which means you have 30 days to request a return. Refund via original payment method is only available within 14 days - after this you will be eligible for exchange or store credit only.

How do I return my item/s?

To start a return, please contact us at support@mysteryfootball.co.uk or via the contact form. Please make sure to include your order number and let us know the reason for return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Due to the nature of the Mystery Shirt Box, we will only be able to accept returns for a different size, rather than wanting to change for a different shirt. 

We will respond to your return request within 2 working days. If you return is accepted, you will be provided with a link to our Returns Portal. This portal will allow you to select your return reason and your desired outcome (exchange, refund or store credit). You will be provided with a Return Label through this portal and your return will need to be sent within 28 days from your return being accepted. All returns are subject to handling fees.

Once we receive your return, we will process the return and issue an exchange, refund or store credit within 5 working days.

Exchanges

If you have opted for an exchange, your exchange order will be generated and you will be notified as soon as your return is processed at our warehouse. You will also receive notification that your exchange order has been dispatched. If the item you have requested to exchange for is not in stock when your return is processed, you will instead receive a store credit via email.

Refunds

If you have opted for a refund, we will notify you once we’ve received and inspected your return to let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  

Store Credit

If you have opted for a store credit, your return will be processed within 5 working days and you'll receive an email with a digital gift card to use towards your next purchase. 

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Please contact us at support@mysteryfootball.co.uk with your order number, query and pictures of the damaged/wrong goods. 

Limitations

Exchanges are limited to limited to one per customer order. If you opt for an exchange and then wish to return it, your exchange order will be eligible for store credit only. We are unable to offer a refund on exchange orders. 

Exclusions

Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and goods sold as damaged (such as Damaged Mystery Football Shirt Box). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please don't return your item if it is not in its original condition, as your return will be rejected upon inspection at our warehouse.