FAQ

Is ordering from you on the Internet safe and secure?

Generally, it is just as safe to order online from a reputable store like jtcmerch.com as it is to pay using your credit or debit card in a shop.

Do you ship to my country?

We will ship worldwide. If your country appears in the country dropdown list then we are able to ship to your address.

How long will it take for my order to arrive?

Most orders are dispatched within one to five working days. Occasionally, when there is a temporary problem with one of the items you’ve ordered, your order may be delayed. Once your order has been dispatched it takes one or two days to be delivered to UK addresses, about a week to be delivered to European addresses and two or three weeks for all other countries.

Can I order items which are ‘Out of Stock’

Sure, there should be a lead time as to when they will be available again. If not, then feel free to send us a chaser.

What do I do if the goods I ordered haven’t arrived?

The first thing you should do if the goods haven’t arrived even though we’ve emailed you advising you they’ve been sent is to contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should do this after five days but before two weeks has elapsed. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn’t been able to help you email our customer service team who will then investigate for you.

What should I do if I have problems placing my order?

If you have a problem at any point before entering your credit or debit cards details it is safe to simply resubmit your order. Your first order will be automatically deleted in due course. If you have already entered your credit card or debit card details we recommend that you email us and we will investigate.

Can I change my order after it has been submitted?

Sadly our system doesn’t make it possible to change an order you’ve already completed. The only thing you can do is cancel your initial order and place a new one. Please contact our customer service team who will arrange to cancel the order and refund you any money you’ve paid.

Can I cancel my order after it has been submitted?

If you wish to cancel an order you’ve placed please send a message to our customer service team who will arrange to cancel to the order and refund you any money you’ve paid. You can also call our team on 0845 226 8381 (+44 0845 226 8381 from outside the UK). You can only cancel an order prior to it being dispatched.

What do I do if I’ve placed a duplicate order?

If you order twice by mistake send a message to our team and tell them the reference number of the item you want cancelled. They will arrange to cancel to the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched.

Why didn’t I receive an email confirming my order?

The normal reason for not receiving your order confirmation is that you are using a Hotmail account or similar as your email address and you have exceeded your mail quota. The other reason is that you accidentally entered your email address wrongly when you registered with us.

How can I tell if an item is in stock?

If a product has a ‘Buy’ button is should be in stock and available for dispatch, though sometimes we may discover later that the item is in fact out of stock. If this happens we will either email you to tell you or supply the remainder of the order and refund you the value of the out-of-stock item and the related shipping costs.

What if I can’t find what I’m looking for on your website?

If you can’t find what you’re looking for on the site we, sadly, don’t have it. We do add products all the time so it might be worth checking again in a few weeks.

How accurate are the product images on the site?

We work very hard to make sure that the images on the site reflect the actual products we sell. If for any reason you find an image which doesn’t please let us know by emailing us.

How accurate are the sizes listed on the site?

We do our best to make sure that the sizes we show are right and unlike many other sites give a chest measurement on our t-shirts rather than just a small, medium or large size guide.

How do I get you to stop emailing me your newsletter?

All you have to do is to click on the link at the bottom of one of the newsletters you receive from us.

Do you share my personal information?

Your personal information isn’t supplied to third parties except when it is required by law (for example to the Police when dealing with fraudulent orders). We do not allow third parties access to our customer list and certainly would never consider selling your details to anyone else.

How can I pay for my order?

We accept payment by Paypal.

Do you accept cash?

I am afraid we don’t!

Can I pay you in Euros or Dollars?

All transactions at jtcmerch.co,uk take place in Pounds Sterling, however you can use a credit or debit card in any currency which will be converted into Pounds Sterling.

Do you accept Western Union or wire transfers?

Sadly we do not accept wire transfers or payments by Western Union transfer.

When am I charged for my order?

All Paypal transactions are debited during the shopping cart process.

What are your shipping rates?

Full details of our shipping costs can be found upon checkout.

How will I know when my order ships?

Once your order has been dispatched from our warehouse an automated email is sent to your registered email address letting you know.

Can I return my order?

JTCMerch.com offers a money back guarantee on all its products. If you buy anything and decide within 14 days that you don’t want it all you have to do is send it back to us in mint condition and we’ll refund you the cost of the items. If the goods are damaged or not what you expected please email our team before sending them back to us as we have a different procedure for dealing with these returns. Please be aware, however, that we are unable to refund items that have clearly been worn, laundered or have been subjected to abnormal usage.

I’m not at home during the day. How can I get my goods?

We offer you the option of giving a delivery address other than your home address so you could arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person isn’t able to deliver your order because no one is in a card will usually be left giving instructions on how to arrange redelivery.

What should I do if my goods were damaged in transit?

We take a great deal of care when packing orders to make sure that the items you’ve ordered arrive undamaged, however, occasionally goods do get damaged in transit. If you discover something in your order is damaged you should use the returns form on the back of your order’s delivery note to return the items back to us so we can arrange for a replacement or refund.

What should I do if some of my order is missing?

If you discover that some of your goods are missing you should contact our customer service team and explain the situation.

What should I do if you’ve sent me the wrong goods?

If you discover that your goods are incorrect you should you should use the returns form on the back of your order’s delivery note to return the items back to us so we can arrange for a replacement or refund.

Delivery Costs & Delivery Times

Speed and quality of delivery is very important to us; we want you to be more than satisfied with our service. We make every effort to dispatch orders on the day of receipt, if received before 1pm, Monday-Friday. We normally use Royal Mail for orders weighing less than 2kg and Parcelforce for ones weighing more.

Our standard delivery means that UK & European customers should receive their goods 3-7 days after despatch and other customers should receive their goods 7-21 days after despatch. UK customers can also pay an extra £4.00 per order to use our next working day service on orders placed before 1pm Monday to Friday.