We want you to love your kit. If something’s not right when it arrives, we’ll work with you to make it right. Just message us — we’re real people, we read every email, and we’ll do whatever we reasonably can to sort it out.
When we accept returns
We accept returns in three situations:
- The kit arrived with a defect — stitching, fabric damage, misprinted name or number, faulty patch, etc.
- The size label on the kit doesn’t match the actual measurements
- The actual measurements don’t match the size you ordered
We don’t accept returns for change of mind, sizing preference, or general dissatisfaction with how the kit looks in person. Each product page lists the actual measurements — please read them carefully before ordering, especially for retro kits which often run smaller than modern fits.
When we issue refunds
We offer full refunds in two situations:
- The kit is genuinely defective
- Your order never arrived, and the carrier has confirmed it as lost
In both cases, the refund covers the full amount you paid — including original shipping.
A note on customised kits
Customised kits (player name, number, or era patch) are made to order. We can’t return or refund them unless there’s a printing fault or the customisation doesn’t match what you ordered — in which case it counts as a defect and is fully covered.
How to start a return or refund
Before sending anything back, please contact us first. Send us:
- Your order number
- A short description of the issue
- Clear photos showing the problem — the defect, the size label, or the measurement that doesn’t match
Email: info@theretrokit.com
Contact form: theretrokit.com/contact
Once we’ve reviewed your photos and confirmed the issue, we’ll send you the next steps — whether that’s a return shipping label, a replacement, or a refund.
What we’ll offer once your request is approved
Depending on the situation, we’ll offer one of:
- A replacement kit, if the same item is still in stock
- A full refund to your original payment method
- Store credit for the full amount, valid against any future order
You choose — we don’t push one option over another.
Timeframes
Please reach out to us within 14 days of receiving your order if the kit is defective or has measurement issues.
For lost shipments, contact us once tracking shows no movement for an unusual length of time. We generally consider parcels lost after 15 business days for UK orders, and 30 business days for international orders — see our Shipping Policy for the full details.
Refunds are processed within 3–5 business days of being approved. The time it takes to land back in your account depends on your bank or card provider.
A note from us
We’re a small team of football kit lovers. If something’s gone wrong with your order, just message us — we’re real people, we’ll respond within a business day, and we’ll do whatever we reasonably can to put it right.
Email: info@theretrokit.com