Our Shipping Promise

Whether you’re gearing up for matchday, updating your wardrobe with our latest Ladies or Mens fashion, or finding the perfect gift from our Souvenirs & Gifts collection, we aim to get your order to you reliably and efficiently.

Order Processing & Delivery Timelines

Once your order is placed, our team springs into action:

  • Order Processing: 1-2 business days.
  • Shipping & Delivery:
    • Standard Shipping (DHL / FedEx): Delivered within 10-15 business days after dispatch. Shipping fee: $12.95.
    • Free Shipping (EMS): Available on orders over $50. Delivered within 15-25 business days after dispatch.

Note: We ship globally to our fans worldwide, excluding some remote regions in Asia and other locations. Delivery times are estimates and may vary due to customs processing.

Our Returns & Exchanges Promise

Your satisfaction is our ultimate goal. We stand behind the quality of every official kit, piece of Knitwear, and item of Trainingwear. If your purchase isn’t perfect, our straightforward policy is here to help.

Policy Summary

  • Return/Exchange Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, unwashed, and in original packaging with all tags attached.
  • Process: Contact customer service first to receive an RMA number and instructions.
  • Cost: Return shipping is the customer’s responsibility unless we made an error.

The Return & Exchange Process: Step-by-Step

  1. Initiate Your Request: Within 15 days of delivery, email us at [email protected]. Use your order number and the template below for a faster response.
  2. Receive Instructions: Our Kansas City-based team will email you a Return Merchandise Authorization (RMA) number and the return address.
  3. Pack Your Item(s): Securely pack the item(s) in their original packaging with all tags. Include a copy of your order confirmation or the RMA slip inside the box.
  4. Ship Your Return: Send the package to the address provided. We strongly recommend using a trackable shipping service.
  5. Inspection & Processing: Once received, we inspect items within 3-5 business days. You will receive an email notification upon approval.

Request Template

To expedite your request, please email us using this format:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear Heart of Midlothian Shop Team,

I would like to request a [Return / Exchange] for my recent order.

Order Number: [Your Order Number] Name: [Your Full Name] Email Address: [Email used on order] Item(s) for Return/Exchange:
– Product Name: [e.g., Home Kit – Mens, Large] – Reason: [e.g., Size incorrect, changed mind]
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.

Best regards,
[Your Name]

Refunds: Timing & Method

  • Timing: After we receive and approve your return, refunds are processed to your original payment method within 7-10 business days.
  • Method: Refunds are issued back to the original Visa, Mastercard, JCB, or PayPal account used.
  • Deductions: Original shipping fees are non-refundable. For exchanges, we cover standard shipping for the replacement item.

Note: Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s policies.

Important Exceptions & Non-Returnable Items

To ensure the health, safety, and integrity of our products for all fans, the following items are final sale and cannot be returned or exchanged unless they arrive defective or damaged:

  • Personalized or Customized Items: 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 opened items from our Accessories and Equipment categories 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, contact us at [email protected] within 48 hours of delivery. We will arrange a prepaid return and send a replacement or issue a full refund.

International Returns & Important Notes

As a global shop serving fans across continents:

  • You are responsible for return shipping costs and any 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 paid to local authorities are non-refundable, as these are handled by customs and are outside our control.

Need Help? We’re Here For You.

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

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

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