What should I do if my order hasn't been delivered yet?

1. Check the estimated delivery date - You can find your estimated delivery window in your Order Despatched email – please allow until the end of the day on this date for your order to reach you. You should expect your order to arrive in the number of working days suggested, after you receive the despatch notification.

2. Track the order online - If you selected a tracked service when you placed your order, you'll be able to track the progress of your delivery through the postal/courier system. Any tracking information will have been sent to you in your despatch confirmation email. If you did not select a tracked service, your order is not trackable.

3. Contact us - If your estimated delivery date has passed and you have not received your order, please get in touch with our Customer Services Team who can help you further.

We use Royal Mail, DPD and sometimes DHL to make sure our customers are receiving their orders when they expect them! We allocate the delivery partner based on the delivery method selected and the value of your order. If you provide a valid mobile number on your account, our delivery partner will also send you SMS delivery notifications where applicable.

• Free UK Standard over £100.00 (Untracked, within 3-5 business days)
• £4.50 UK Standard (Untracked, within 3-5 business days)
• £7.95 UK Express (Tracked, within 1-2 business days)**
  
  **UK Express delivery is NOT guaranteed to the following postcodes and areas – most of the Scottish Highlands, any remote areas, including nearly all AB, IV, KW, LA, PA, PH, BT, CA18 - CA27, HS1 - HS9, IM, TR21 - TR25, ZE postcodes.

Business days are Mon-Friday, counted from the following day you receive your despatch notification.  

• Free Europe Standard over £100.00 (Untracked, within 5-10 business days)
• £6.95 European Standard (Untracked, within 5-10 business days)
• £13.95 European Standard (Heavy - Over 1kg, untracked, within 5-10 business days)
• £12.95 European (Tracked, within 3-7 business days)
• £19.95 European (Heavy - Over 1kg, tracked within 3-7 business days)

Business days are Mon-Friday, counted from the following day you receive your despatch notification. 

Please note:  VAT is due on all commercial goods imported into the EU regardless of their value. We are part of the IOSS which means that, for orders not exceeding €150, we collect the VAT for you and pay that to the relevant local tax authorities, meaning you don't have to pay it on delivery.

Shipments sent outside the UK to any other shipping destinations may also incur additional charges for customs clearance and these are payable by you, the customer. We have no control over these charges and are unable to reimburse any costs incurred regardless of the circumstances. For details of customs charges please consult your local customs authorities for the latest rates.  

• Free Rest of World Standard over £100.00 (Untracked, within 10-14 business days)
• £9.95 Rest of World Standard (Untracked, within 10-14 business days)
• £19.95 Rest of World Standard (Heavy - Over 1kg, untracked within 10-14 business days)
• £14.95 Rest of World (Tracked, within 5-10 business days)
• £24.95 Rest of World (HEAVY - Over 1kg, Tracked, within 5-10 business days

Business days are Mon-Friday, counted from the following day you receive your despatch notification.  

Please note: All goods shipped to European Union countries already have the relevant VAT included automatically on our website.

Shipments sent outside of the UK and the European Union may be subject to import duties and taxes, which will be levied once a shipment reaches your country. Any additional charges for customs clearance are payable by you, the customer. We have no control over these charges and are unable to reimburse any costs incurred regardless of the circumstances. For details of Customs charges please consult your own Customs authorities for the latest rates.  

You can pay with one of the following payment methods: Visa, MasterCard, PayPal or Google Pay.

Discount codes should be applied in the 'Discount' box shown in the 'Order Summary' on the first page of the Checkout.

If you have an issue applying a valid code please contact us. 

Discount codes do not apply to already discounted items.

Discount Codes cannot be used to discount the purchase price of a Team GB Shop Gift Card. 

Gift Cards can be purchased online and are electronic. You can buy a gift card here and are available in £5, £10, £25, £50 and £100 denominations.

The Gift Card will be issued via email to the purchaser who can then forward the details to the intended recipient.

• It is not possible to 'top up' an existing Gift Card.
• Gift Cards are valid for 12 months from date of purchase. 

Please read the Terms & Conditions of our Gift Cards here.

To redeem your Gift Card, you will need the unique code which can be obtained from the original email sent when the Gift Card was issued, or via your Account (if the Gift Card has been linked).

When placing a new order, the Gift Card code can be entered into the 'Gift Card or Discount Code' box which can be found in the 'Order Summary' on the first page of the Checkout. Please enter the code and select the 'Apply' button. 

• Multiple gift cards may be redeemed against a single order. 
• If the full Gift Card value is not redeemed when placing an order, then the unspent balance will remain assigned to the Gift Card to be used in the future. 
• The balance of a Gift Card can be checked via your Account, or by selecting the link in the original Gift Card email or by Contacting Us 
• It is not possible to use a Gift Card to pay for the purchase of another Gift Card.

Please read the Terms & Conditions of our Gift Cards here.

We want you to be able to get the right size first time. So, just click on the size guide on the product page of the item you are interested in for details.

The British Paralympic Association (BPA) or ParalympicsGB is a unique and separate entity to The British Olympic Association (BOA) or Team GB, and as such we do not sell team kit, merchandise or clothing embellished with the ParalympicGB logo. If you would like to directly support the BPA, you can do so at the ParalympicsGB website -paralympics.org.uk. If you have further questions concerning ParalympicsGB or the BPA, please emailinfo@paralympics.org.uk.

Please wrap items securely and label clearly with your order number on the outside of the packaging. 

Please add a note to the package to explain the reason for your return.

Please post to our distribution office:

Team GB Shop
c/o Green Snow Ltd
15-17 Mortimer’s Industrial Estate
Ower
SO51 6AF

All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.

We aim to process returns and issue refunds within 14 days of receiving them. 

If you're returning from the UK, it can usually take up to 7 working days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and we aim to process the return within 7-14 days of receipt here.

How long does a refund take?

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days depending on your payment provider.

If your return hasn't reached us after the returns timeframe, please get in touch with your proof of postage so we can help you further.

We no longer offer exchanges as we cannot promise stock availability.  

Therefore we advise to return for a refund and in the meantime place a new order. 

We refund to your original method of payment.

• Credit/debit card - If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. It may take up to 5 working days depending on your bank.
• PayPal – we'll process a refund to your PayPal account.

You will be notified once your return is processed and your refund is complete.

We want to sort out any issues with incorrect items straight away, so if one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect.

We are sorry if you have received a faulty item. Please contact us within 7 days of receiving your order, quoting your order number along with details of the problem. If you can provide us with images of the problem that will speed things up.

If we can confirm that there was a fault present when we originally dispatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.

We are sorry if something is missing from your order. 

Before you contact our Customer Services Team, we recommend checking the following: 

• Where you have ordered more than one item it is possible that an item is out of stock and we have shipped your order separately. Please check your emails (including your junk/spam) in case we have already contacted you about this
• We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If you still need to contact our Customer Services Team please ensure you provide us with the order number and details of what is missing and we will get things resolved for you as soon as possible.

You can sign up to create an account with us and receive shop news and offers.

Click here to create an account.

You can reset your password via the link on thispage.