Frequently asked questions

Most orders are personalised or embroidered, so they take time to make. To keep things simple, we use the same headline timescale for everything: 14 to 21 days from the day you place your order until it is delivered or ready for you to collect.

You choose at checkout. There are three options:

• Post room collection — we deliver your order into the UEA post room and they email you when it is ready to collect.
• Home delivery — we send your order by Royal Mail Tracked 48 to a UK address you provide.
• Free collection from the 99kits Norwich store — pop in and pick it up; the address is shown at checkout.

You will receive two separate emails. They mean different things, so it is worth understanding both:

• Despatch email from 99kits — this confirms your order has left us and is on its way to the UEA post room. This email is for your awareness only. It does not mean the post room is ready for you yet.
• “Ready to collect” email from the UEA post room — this is the email that matters. It confirms the post room has received and processed your order, and you can come and collect it.

After you pay, you will get an order confirmation email containing your order number and a tracking link, so you can see each item move through production and despatch. You will also be emailed when your order is despatched, or — for Norwich-store collection — when it is ready to collect.

We may send the available items first and ship the rest when they arrive. There is no extra delivery charge for the second parcel. The delivery note tells you which items are still on their way and gives you a forecast date.

Royal Mail will follow their usual process — typically leaving a card and returning the parcel to your local delivery office, where you can arrange redelivery or collection.

Please collect within 14 days of the “ready to collect” email. We can hold your order for up to 30 days. After that, we may need to charge a re-handling fee, or — for personalised items that no-one else can wear — we may have to dispose of them.

It depends on what you ordered:

• Personalised printed items and embroidered team kit — production starts straight away, so we can only cancel if you contact us by phone within 1 hour of placing the order, during our customer service hours.
• Plain (non-personalised) items — you have a 14-day right to cancel under UK consumer law. See the next question for how to do that.

Phone us right away. If you reach us within 1 hour of placing the order and we have not started production, we can fix it. Outside that window we will already have begun, and unfortunately we cannot change or refund a personalised item once it is underway. Please always double-check names, numbers, sizes and logo positions before you place the order — we cannot accept returns for typos that came in with the order.

Use the customer return form on uea.99kits.com. Quote your order number and say clearly that you are cancelling. You will then have 14 days to return the goods to us in unused condition with the tags attached. You pay the return postage; we recommend a tracked service.

You have your full statutory rights under the Consumer Rights Act 2015. If the garment, the printing or the embroidery is faulty, incorrect or not as described, you are entitled to a full refund, repair or replacement. Tell us within 30 days of receiving the item by completing the customer return form. We will send you a prepaid mailing label so you do not pay any return postage.

If a fault appears after 30 days but within 6 months of buying the item, we will offer a repair or replacement, subject to fair wear and tear and provided you have followed the care guidance. After 6 months, claims are considered against your remaining statutory rights only — any goodwill remedy from us is at our discretion.

Sorry — no. Personalised printed items and embroidered team kit are exempt from the standard 14-day right to cancel under UK law because they are made specifically for you. We can only accept them back if they are faulty, incorrect, or where the personalisation is wrong because of an error we made.

Step by step:

• Go to the customer return form and complete it with your order number and reason for return.
• We will reply to confirm and tell you where and how to send the item.
• Faulty or incorrect items — we send you a prepaid mailing label.
• Change-of-mind returns of plain stock items — you cover the return postage. Please use a tracked service so it does not go missing.
• Return items in unused, original condition with tags attached (unless faulty).

Once we have received your returned item, we aim to process refunds within 5 working days to your original payment method. For plain-stock change-of-mind returns we will always refund within 14 days of receiving the goods at the latest, in line with consumer law.

For plain stock items we can usually offer an exchange — start the process via the customer return form. For personalised or embroidered items, we can only swap if there is a fault or our error, so it is really worth checking sizing carefully before you order.

Every product on the website has a size chart. We have also given a full set of physical sizing samples to UEA — speak to your post room or the 99kits Norwich store about borrowing one to try on before you order. This is especially useful for personalised items, which cannot be returned for size reasons.

Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay. Where it has been agreed with the University, Klarna is also available.

Please contact us first using the details below. If we cannot resolve it for you, you can also escalate through your University contact, who can raise it with us via the framework escalation pathway.

• Email: info@99kits.com
• Customer service hours: Monday to Friday, 09:00–17:00; Saturday, 08:30–12:00 (excluding UK public holidays).
• Norwich store: Free order collection — address shown at checkout and on the website.