Returns and refunds
If you would like to return an item you have ordered from us and are not sure how, please follow the simple guidelines below
Q. How do I cancel my order?
A. You may cancel an order up to the point at which has been despatched by us, by calling our customer service team in the UK on 0845 605 2012 or for international orders on +44170 486 2012. If we have already despatched your item you will need to return it to us using the returns slip provided.
Q. Can I return an item if I decide I don’t wish to keep it?
A. Yes. All items can be returned within 14 days of receipt for a full refund of the purchase price. Please note if you return your goods later than 7 working days after you have received your delivery we are unable to refund the cost of delivery unless the goods are in any way faulty or unfit for purpose.
Q. Are there any items I cannot return?
A. Unless faulty we are unable to accept returns on the following, for reasons of hygiene: underwear, swimwear, towels, bedding or jewellery for pierced skin. We are also unable to accept returns on items that have been personalised.
Q. How do I return an item?
A. If you do decide you wish to return an item, please use the returns label provided and include the returns form with your order, identifying the items you wish to return and the reason. Unfortunately we are unable to refund items that are lost or damaged in return transit, so please make sure to package all items securely and obtain a proof of postage when sending items back to us. If your parcel is lost in the post back to returns address we will require either a scanned copy or a photocopy of the proof of postage before a return can be processed.
Q. Can I exchange an item?
A. If you receive a faulty item we will happily exchange the item for the same product. Simply select the 'exchange' option on the returns form when returning the goods. If the item is no longer in stock, you will be refunded for the item. If you wish to exchange for different items and/or sizes you will need to return the original goods and place a new order with us.
Q. How do I pay for an item to be returned?
A. To ensure your returned goods reach us we recommend that you take the items to a post office who will weigh the items to ensure the correct postage is paid. Please note if items are returned to us without the correct postage paid in advance we may deduct this from the total of your refund.
Q. What is the return address?
A. Please note that all deliveries and returns are managed by our logistics partner Prolog Ltd. Returns should only be made to the addresses below, not directly to eCommera or any address associated with the London 2012 Olympic and Paralympic Games or that of the brands featured on this website. Please use the following address when returning an item to us.
The London 2012 Shop
PO BOX 5050
Nottingham
United Kingdom
NG15 0DJ
Q. What do I do if I no longer have the returns slip provided?
A. If you have mislaid the returns slip, please return any items to the relevant address above, remembering to include your name, the order number, which items you're returning and the reason for doing so. Printing off your original order acknowledgement email is a simple way of providing this information.
Q. How will I be refunded?
A. All refunds will be made to the same payment card used when making the original purchase. If you paid for your order by cheque then any refund made will also be by way of cheque.
Q. How long will it take for my refund to be processed?
A. We will process your refund within two working days of us receiving your returned items. However it may take longer for the funds to appear in your account as this is under the control of your banking provider.
