Welcome to the Heart of Midlothian Shop family. We are passionate about delivering top-quality official kits, apparel, and merchandise to our global community of fans, athletes, and families. Your satisfaction is our goal, but we understand that sometimes an item may not be the perfect fit. Our Returns & Exchanges policy is designed to be as straightforward and fair as our play, ensuring a hassle-free experience for our valued supporters worldwide.

Policy Summary: We accept returns and exchanges for most items within 15 days of you receiving your order. Items must be unworn, unwashed, in original packaging with tags attached. Please review the sections below for detailed instructions and important exceptions.

1. Our Returns & Exchanges Promise

We stand behind the quality of our products. Whether you’re a dedicated fan seeking the perfect fit for a matchday jersey, a family shopping for Kids and Infants wear, or an athlete investing in Performance Trainingwear, we want you to be thrilled with your purchase. If you’re not completely satisfied, we’re here to help.

2. The Return & Exchange Process (Step-by-Step)

  1. Initiate Your Request: Within 15 days of delivery, contact our customer service team at [email protected] with your order number and details about the item(s) you wish to return or exchange. You can use the template provided below.
  2. Receive Instructions: Our team, based in Kansas City, will email you a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package.
  3. Pack Your Item(s): Securely pack the item(s) in their original packaging, including all tags and any accessories. Include a copy of your order confirmation or the RMA slip inside the package.
  4. Ship Your Return: Send the package to the address provided in your RMA instructions. Please note: Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped). We recommend using a trackable shipping service.
  5. Inspection & Processing: Once received at our hub, our team will inspect the item(s) (typically within 3-5 business days). We will notify you via email once your return is approved and processed.

3. Return & Exchange Request Template

To expedite your request, please email us using the following format:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Heart of Midlothian Shop Team, I would like to request a [Return / Exchange] for my recent order. Order Number: [Please insert your order number] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for Return/Exchange: – Product Name: [e.g., Home Kit – Mens, Large] – SKU/Item Code: [If available on your receipt] – Reason: [e.g., Size too large, changed mind, etc.] For Exchanges: – Desired Exchange Item: [e.g., Same product in Medium / Different product: Away Kit – Ladies, Small] Please provide the RMA number and return instructions at your earliest convenience. Best regards, [Your Name]

4. Refunds: Timing & Method

Upon approval of your return:

  • Timing: Refunds will be processed to your original payment method within 7-10 business days after we receive and inspect the returned item(s).
  • Method: The refund will be issued back to the same Visa, Mastercard, JCB, or PayPal account used for the original purchase. Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s policies.
  • Deductions: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost for the replacement item sent to you.

5. Important Exceptions & Non-Returnable Items

To ensure the health, safety, and integrity of our products for our entire global family, the following items cannot be returned or exchanged unless they arrive defective or damaged:

  • Personalized or Customized Items: This includes any jerseys, kits, or merchandise from our Kits or Souvenirs & Gifts categories that have been personalized with names, numbers, or other customizations.
  • Intimate Apparel & Swimwear: For hygiene reasons, items such as certain undergarments (found in Clothing, Ladies, Mens) are final sale unless tags are intact and protective liners are in place.
  • Opened Accessories & Equipment: For safety and hygiene, certain Accessories (e.g., hats, gloves) and opened Equipment may not be eligible. Please contact us if the item is faulty.
  • Final Sale Items: Any item marked as “Final Sale” or “Clearance” at the time of purchase.
Damaged or Defective Items: If your order arrives damaged or with a manufacturing defect, please contact us at [email protected] within 48 hours of delivery. We will arrange a prepaid return label and send a replacement or issue a full refund immediately.

6. International Returns & Import Taxes

As a global retailer serving fans worldwide (excluding some remote regions), please note:

  • You are responsible for any return shipping costs and any potential customs duties or taxes incurred when sending the package back to our USA hub.
  • Refunds are for the product value only. Original shipping costs and any import taxes/VAT you may have paid to your local authorities are non-refundable, as these are handled by local customs and are outside our control.

7. Need Help?

Our dedicated team in Kansas City is passionate about supporting you. For any questions regarding returns, exchanges, or your order:

Email: [email protected]
Postal Address for Returns (By Authorization Only):
Heart of Midlothian Shop
Attn: Returns Department
2690 Tree Frog Lane
Kansas City, US 64119

Thank you for your support. We’re committed to ensuring your experience with the Heart of Midlothian Shop is as rewarding as the game itself.