Returns & Refunds Policy

Effective date: 13 October 2026

Returns and refunds

If something is not right with your order, we want to fix it. This policy explains when you can return an item, how to send it back, and how and when you get your money back. It applies to every order placed on ftbl-shop.com.

In short: you have 14 days from delivery to return any item that has not been personalised, for any reason. If something arrives faulty or wrong, we put it right at our cost, including personalised items.

Damaged, faulty or wrong items

If your item arrives damaged or faulty, in the wrong size or design, with a printing mistake we made, or different from what the product page showed, email ftblshop.official@gmail.com as soon as you notice. Please include your order number and a clear photo or short video of the problem, ideally within 14 days of delivery.

Once we have checked it, we will send a replacement or give you a full refund, whichever you prefer. We cover all return shipping costs, and a replacement costs you nothing extra. This applies to personalised items too.

None of this limits your statutory rights as a consumer, including the legal guarantee for goods that do not match the contract.

How to return an item

1. Email ftblshop.official@gmail.com within 14 days of receiving your order. Include your order number and the items you want to return. You do not have to give a reason, although it helps us improve. You can also use the model return form at the bottom of this page.
2. We review your request and, once your return is approved, email you the return address and any instructions.
3. Pack the item securely, preferably in its original packaging, with a note showing your order number.
4. Send it within 14 days of your email, using a tracked service. Keep your proof of postage until the refund arrives.

Please do not send anything back before contacting us. A parcel without an order reference can take much longer to process.

Exchanges: we do not swap items directly. If you need a different size or design, return the original item under this policy and place a new order for the one you want. It is the fastest way to get the right item to you.

Return conditions

• The return window is 14 days from the day you, or someone you nominate, receive the order. If the order arrives in more than one parcel, the 14 days start when the last one arrives.
• Items personalised with a name, number or patch are made for you and cannot be returned for a change of mind or because the size does not fit, unless they are faulty or we made a mistake. Please check your spelling, your number and the size chart before ordering.
• You can try an item on the way you would in a shop. For a full refund it should be unworn, unwashed, free of marks or odours, and have its original tags attached.
• If an item comes back worn, washed, damaged or altered, we may reduce the refund to reflect the loss in value. We will always tell you by email before we do this.
• For a change of mind return, you pay the cost of sending the item back. If the item is faulty, wrong or not as described, we pay.
• Mark the parcel as returned goods. Any customs charges on a change of mind return are the sender’s responsibility.
• There is no restocking fee.

Refund processing time

• We refund the full price of the returned items, plus any delivery charge you paid on the original order. Our standard delivery is free, so usually there is nothing extra to add.
• We issue the refund within 14 days of receiving the returned item or your proof of postage, whichever comes first.
• The refund goes back to the card you paid with. Card payments are charged in US dollars (see our Terms and Conditions), so we return the same US dollar amount you were charged. Your bank converts it back at its own rate, so the amount in your own currency can differ slightly from what you paid.
• After we issue it, a refund usually appears on your statement within 5 to 10 business days, depending on your bank or card issuer.

We email you when your return arrives and again when the refund has been issued.

Cancelling an order

You can cancel an order without personalisation at any time before it is dispatched, and we refund you in full with no cancellation fee. Once it has been dispatched, you can still return it within 14 days of delivery as described above.

A personalised order can be cancelled free of charge until we start producing it. After production starts, it cannot be cancelled.

To cancel, email ftblshop.official@gmail.com with your order number as soon as possible.

Lost or delayed parcels

If your order has not arrived within the delivery time in our Shipping Policy, contact us and we will trace it with the carrier. If a parcel is confirmed lost, we send a replacement or refund you in full.

Contact us

For anything about returns, refunds or cancellations, email ftblshop.official@gmail.com and include your order number so we can help you quickly.

Model return form

Using this form is optional. To use it, copy the text below into an email to ftblshop.official@gmail.com and fill it in.

To: FTBL (JERSEYNIHO MARKETING LTD), ftblshop.official@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number:
Items being returned:
Ordered on / received on:
Name:
Address:
Date:
Signature (only if this form is sent on paper):