Pre-Loved Items
Most of our products are pre-loved. While we ensure they meet our quality standards, some signs of wear are to be expected. Any notable imperfections will be clearly described on the product listing and categorised as follows:
Items Sold as New
Items from the Kitback Originals range are brand new and will be clearly marked as such on the product listing.
Experiences & Special Items
Some products, such as Kitback Premium, Kitback Experience or limited-run items, may have their own terms and conditions. These will be clearly stated on the relevant product listing or booking page at the time of sale.
Where a shirt is signed or match worn, we will strive to ensure that the product reaches you in the best condition but cannot guarantee the quality of any customisation such as signatures.
Kitback delivers to addresses in the United Kingdom and the European Union. If you live outside of the EU, please get in touch with us prior to placing your order to discuss delivery options.
Delivery Options & Timescales
Orders placed after 2pm or on weekends/bank holidays will be dispatched the next working day.
We always aim to get your order to you as quickly as possible. Delivery times may vary depending on location and shipping method.
Free Shipping
Customers who spend over £75 on applicable items within in a single order will be eligible for free Royal Mail 48 hour delivery. Where an order has met the conditions for free delivery this will be shown as a shipping option at checkout.
Items from the Kitback Premium or Kitback Experience range may not be eligible for free shipping.
Heavy or High Value Items
Items such as framed shirts or items of high value may require delivery by a courier to guarantee that they arrive to you in the best condition. Where this is required, regular shipping options will not be available at checkout and you will be presented with courier delivery options.
For courier delivery Kitback will usually utilise the services of DPD or DHL however, we reserve the right to change this as necessary.
Return Window
You have 30 days from the date of delivery to return your item for a refund.
Eligibility for Returns
To be eligible for a return:
• The item must be in the same condition as received
• Any original tags (if applicable) must be intact
• Items must not be damaged (unless already noted on the product listing)
Return Shipping Costs
Customers are responsible for the cost of return postage, unless the item is faulty or incorrect.
How to Return
Please email us at hello@kitback.org.uk with your order number and reason for return. We’ll then provide you with return instructions.
Refunds
Once your item is received and inspected, we’ll issue a refund to your original payment method within 5 working days. We’ll notify you when the refund has been processed.
Exchanges
We don’t offer direct exchanges. If you’d like a different item, please return the original for a refund and place a new order.
At Kitback, we do our best to accurately describe each shirt using the most reliable information provided to us by the donor, supplier or by information sourced online.
Kitback do not offer any authentication services.
Unless a shirt is explicitly listed as coming with a certificate of authenticity, we cannot guarantee its authenticity.
Where information exists items about if an item is a officially licensed or a replica or reprint we will provide this in the product description.
Kitback will price items accordingly using the information available about each garment.
We encourage customers to review item details carefully and reach out with any questions before purchasing.
Kitback accepts all major credit and debit cards including Visa, Mastercard and American Express.
Due to being a registered charity we are unable to accept Buy Now Pay Later (BNPL) methods of payment such as Klarna & Clearpay.
For any other payment enquiries, please contact us.
A 10% discount code is valid for new subscribers to the Kitback mailing list and can only be used once per customer on their first purchase of items from our pre-loved range.
The code is not transferable, cannot be combined with any other offers, and is only valid for eligible items. Certain items may be excluded at our discretion. Kitback reserves the right to modify or withdraw this promotion at any time.
