Shipping policy

Last updated: 14 July 2026

This Shipping and Delivery Policy applies to orders placed through the Macron London West website.

Macron London West is a trading name of MAP International Limited, registered in England and Wales under company number 14188015, with its registered office at Unit 6, Bridge Works, Kingston Road, Leatherhead, Surrey, KT22 7SU.

1. Order processing and customisation

Many products supplied by Macron London West are made, printed, embroidered, badged or otherwise customised specifically for a particular club, school, team or customer.

The customisation and order-processing procedure may begin immediately after an order has been placed. Customers must therefore check all order details carefully before completing their purchase.

This includes checking:

·      garment and product sizes;

·      quantities;

·      colours;

·      player names;

·      initials;

·      squad numbers;

·      badge and logo selections;

·      sponsor details;

·      delivery addresses; and

·      any other personalisation or customisation instructions.

Customers are required to confirm their acceptance of the customised-items conditions by selecting the acknowledgement checkbox in the cart before proceeding to checkout.

Once production or customisation has begun, customised orders cannot normally be cancelled or amended.

2. Dispatch times

We endeavour to dispatch orders within 21 working days from the date on which the order is accepted and payment is received.

Working days are Monday to Friday, excluding UK bank holidays.

The 21-working-day period is an estimated order-processing and dispatch timescale. It does not include the time taken by the delivery carrier to deliver the parcel after it has left our premises.

During particularly busy periods, including the start of a new season, back-to-school periods, club launches, promotional periods and Christmas, order processing may take longer than 21 working days.

Delays may also occur where:

·      products are awaiting delivery from the manufacturer or supplier;

·      stock is temporarily unavailable;

·      an order contains several customised products;

·      artwork or personalisation details require clarification;

·      a club or school is approving a badge, logo or sponsor design;

·      an unusually large team or bulk order has been placed; or

·      circumstances outside our reasonable control affect production or delivery.

Where we become aware of a significant delay, we will endeavour to inform the customer using the contact information provided with the order.

3. Orders containing different products

Products within the same order may have different availability or production times.

We may dispatch an order in more than one parcel where this allows available products to be supplied sooner. Where we choose to divide an order into separate shipments, the customer will not normally be charged an additional delivery fee.

Receiving part of an order does not necessarily mean that an item is missing. Remaining products may still be undergoing production, customisation or preparation.

4. Shipping destinations and charges

The delivery destinations currently available, together with the applicable delivery charges, will be displayed during checkout.

Delivery charges may vary depending on:

·      the delivery destination;

·      parcel weight and dimensions;

·      the products ordered;

·      the delivery service selected; and

·      any applicable carrier surcharge.

An order can only be delivered to a destination accepted by our checkout system.

Where delivery to a particular postcode, region or country is unavailable through the website, please contact us before placing an order.

5. Delivery estimates

Any delivery date or transit time shown on the website, provided in an order confirmation or supplied by a delivery carrier is an estimate unless we expressly confirm otherwise in writing.

Estimated carrier transit times begin when an order is dispatched and do not include the production and processing period described above.

We cannot guarantee delivery on a particular date unless a specific delivery arrangement has been expressly agreed with us in writing.

Nothing in this policy affects a customer’s statutory rights where an order is not delivered within an agreed or legally required period.

6. Tracking information

Where tracking is available, tracking details will normally be sent to the email address or mobile telephone number supplied with the order.

Tracking information may not become active immediately. Customers should allow time for the carrier to receive and scan the parcel.

Customers are responsible for monitoring the tracking information and responding promptly to any delivery instructions or attempted-delivery notifications issued by the carrier.

7. Delivery addresses

Customers must provide a complete and accurate delivery address when placing an order.

Before completing checkout, please check:

·      the recipient’s full name;

·      house name or number;

·      street name;

·      town or city;

·      postcode;

·      country; and

·      any business, school, club or unit information needed to locate the address.

We cannot guarantee that a delivery address can be changed after an order has been placed.

Where a customer supplies an incorrect or incomplete address, the customer may be responsible for any additional costs incurred in redirecting, recovering or resending the parcel.

We are not responsible for delays caused by incorrect, incomplete or inaccessible delivery information supplied by the customer.

8. Delivery attempts and uncollected parcels

The delivery carrier may leave instructions following an unsuccessful delivery attempt or may deliver the parcel to an authorised collection point.

Customers are responsible for arranging redelivery or collecting the parcel within the period specified by the carrier.

Where a parcel is returned to us because:

·      the delivery address was incorrect or incomplete;

·      delivery was refused;

·      the recipient was unavailable;

·      the parcel was not collected;

·      access to the address was not possible; or

·      the carrier’s instructions were not followed,

we may require payment of an additional delivery charge before resending the order.

Customised products returned to us as undeliverable do not become eligible for cancellation or refund merely because delivery was unsuccessful.

9. Risk and responsibility during delivery

Where we arrange delivery, products remain our responsibility until they have been delivered to the customer or to another person identified by the customer to receive them.

Customers should not arrange for goods to be returned, redirected or collected by their own carrier without first contacting us.

10. Damaged parcels, missing products and incorrect deliveries

Customers should inspect their order as soon as reasonably possible after delivery.

Where a parcel arrives visibly damaged, please photograph:

·      the outside of the parcel;

·      the shipping label;

·      any damaged packaging; and

·      the affected products.

Please notify us promptly if:

·      the parcel has been damaged in transit;

·      an item is missing;

·      an incorrect item has been supplied;

·      the order has been delivered to the wrong address; or

·      the tracking information shows delivery but the parcel cannot be located.

Contact us at londonwest@macron.com and include the order number, a description of the problem and any relevant photographs.

Where we confirm that an item was damaged in transit, incorrectly supplied, faulty or omitted from the order, we will provide an appropriate remedy in accordance with our Returns, Refunds and Exchanges Policy and the customer’s statutory rights.

Requests that customers report delivery problems promptly do not remove or restrict their statutory rights.

11. Lost parcels

A parcel may occasionally be delayed in the carrier’s delivery network without being permanently lost.

Before contacting us, customers should:

·      check the tracking information;

·      check any nominated safe location;

·      ask other members of the household or organisation;

·      check with immediate neighbours where appropriate; and

·      contact the carrier where the tracking information provides that option.

Where a parcel cannot be located, please contact us at londonwest@macron.com.

We may need to allow the carrier a reasonable period to investigate before a parcel can be formally treated as lost. Where the carrier confirms that a parcel has been lost, we will arrange an appropriate replacement or refund in accordance with the circumstances and the customer’s statutory rights.

12. International deliveries

Where international delivery is offered at checkout, the customer may be responsible for import duties, customs charges, local taxes and administrative fees imposed by the destination country.

These charges are not normally included in the product price or delivery charge unless expressly stated otherwise.

International deliveries may also be delayed by customs inspections or local delivery procedures outside our control.

Customers are responsible for checking any applicable import restrictions, taxes and customs requirements before placing an international order.

13. Events outside our control

We are not responsible for delays caused by circumstances outside our reasonable control, including severe weather, transport disruption, industrial action, customs delays, supplier shortages, manufacturer delays, network failures, public emergencies or carrier disruption.

Where such an event materially affects an order, we will take reasonable steps to minimise the delay and keep the customer informed where practicable.

This provision does not exclude or restrict any rights that cannot lawfully be excluded.

14. Customised and personalised products

Items featuring a club or school logo are non-exchangeable, non-returnable and non-refundable unless they are faulty, damaged, incorrectly supplied or not as described.

All garments and products embellished with a club logo or any other requested logo are classified as customised items. As the customisation process begins immediately upon receipt of an order, these items cannot be cancelled, amended, returned, exchanged or refunded once ordered, except in the case of a manufacturing fault or defect.

Customers must check all sizes and personalisation details before placing an order.

Further information is available in our Returns, Refunds and Exchanges Policy and our Terms and Conditions of Sale.

15. Contact us

For questions about dispatch, delivery or an existing order, please contact:

Macron London West
Unit 6, Bridge Works
Kingston Road
Leatherhead
Surrey
KT22 7SU

Telephone: 020 8050 6085
Email: londonwest@macron.com

Please include your order number when contacting us about an existing order.