FAQs


Welcome to our frequently asked questions, we hope the information below will help make shopping with us as simple as possible.

This section has been divided into the sections below to help you easily find the answer to your query. Alternatively, you can search for a particular word or phrase in this section by pressing the ‘Control’ (Ctrl) and ‘F’ buttons together.

If you still cannot find the information you are looking for, please do not hesitate to contact us.




About the London 2012 shop


Q. Who am I ordering from?

A. When purchasing from the London 2012 shop you are ordering from eCommera Ltd – the official licensed online retailer for the London 2012 Olympic and Paralympic Games.


Q. Who are eCommera?

A. eCommera are an internet services business that offer advisory support and software services to help retailers develop and operate world-class e-commerce, multi-channel businesses. eCommera have been chosen by the London 2012 Organising Committee to develop and manage the London 2012 online shop.


Q. Who are LOCOG?

A. LOCOG is the abbreviation of the London Organising Committee of the Olympic Games and Paralympic Games. LOCOG are a privately run organisation responsible for the preparation and staging of the London Games in 2012.


Q. Who should I contact if I have a query about a purchase?

A. If you have a query about an item you have purchased or wish to purchase, please contact a member of our dedicated customer service team either by email or telephone on 0845 605 2012 (UK) or +44 170 486 2012 (international).


Q. Who do I contact if I have a query regarding tickets?

A. Tickets for the 2012 Games are sold separately from the online shop. For more details please visit the ticketing section of the London 2012 website to learn more.


Q. Who do I contact if I have a query about volunteering at the Games?

A. If you would like to know more about volunteering at the 2012 Games please visit the volunteering section of the main London 2012 website.


Q. Do you have specific terms and conditions?

A. Yes – read the full terms and conditions for using and shopping at the London 2012 online shop


Q. Why should I shop online?

A. Shopping online is fast, simple and secure and allows you to browse the wide range of official London 2012 merchandise available, all from one trusted source.



London 2012 official merchandise


Q. How do I know if something is an official London 2012 product?

A. If a product is genuine London 2012 Games merchandise it will feature a numbered holographic version of the official London 2012 logo as part of the packaging or labelling. This is your guarantee of authenticity.


Q. Why is it important to buy official London 2012 products?

A. The success of the 2012 Games and the Olympic and Paralympic movements as a whole is dependent on the generous sponsorship of its licensed partners. When you purchase counterfeit goods you are jeopardising the future of the Olympic and Paralympic Games. All official partners are chosen for the excellent quality of their goods and services, which make them suitable ambassadors for the International Olympic Committee. When you buy unlicensed merchandise there are no guarantees about the quality or authenticity of the products you buy or the working conditions of those employed in their manufacture.


Q. How do I know if an item is counterfeit?

A. Counterfeit items are not made to the same high quality as official merchandise, employing poorer workmanship, often in conditions that do not satisfy international standards. The items will not feature the official holographic logo or be sold by a trusted supplier of the London 2012 Games.


Q. What are the London 2012 policies on environmental, social and ethical issues

A. London 2012 places a high priority on environmental, social and ethical issues when procuring goods and services needed for the Games, and has attempted to put in place effective supply chain assurance arrangements. LOCOG has developed a Sustainable Sourcing Code to support this process. All licensees are contractually bound to abide by its policies and requirements. The Code can be found at london2012.com/publications

The Code requires licensees to disclose the locations of factory premises used to produce London 2012 products, register these premises on the Supplier Ethical Data Exchange (Sedex) and comply with the Ethical Trading Initiative’s Base Code (which covers labour conditions, trade union membership, non-discrimination and child labour). The Code also challenges licensees to enhance the credentials of the products (e.g. recycle or organic) wherever possible.

We are fully supportive of Fairtrade its goals and have been working very closely with the Fairtrade Foundation for some time. Several of our licensees are looking at incorporating Fairtrade goods as part of their ranges.


Q. Can I get a donation for my charity / event?

A. As you may know, the London Organising Committee of the Olympic Games and Paralympic Games (LOCOG) needs to raise £2 billion in order to prepare and stage the Games in 2012. We are therefore not in a position to provide donations, including sponsorship and merchandise, to the many good causes that contact us.



London 2012 ticketing


Q. I saw some London 2012 products when I was applying for tickets but can’t find them on the online shop?

A. The products being sold during the ticket application process are only available when you place an order for tickets and are not currently being sold through the London 2012 online shop. For more information on the merchandise being sold during the ticket application process please go to www.tickets.london2012.com/help.html


Q. I ordered merchandise when I applied for tickets. When will it be delivered?

A. Ticket merchandise will not be delivered until after the tickets have been allocated and payment taken. Some products (for example, the souvenir programme and ticket lanyard) will not be delivered until 2012.

Please note that the London 2012 online shop will not be managing the delivery of your ticket merchandise – this will be managed directly by the London 2012 Ticketing team as part of the ticket allocation process.

For more information on the merchandise being sold during the ticket application process please go to www.tickets.london2012.com/help.html


Q. When I applied for tickets I saw the London 2012 Olympic Games official programme. Where can I buy the official programme?

A. The London 2012 Olympic Games official programme will not be available to buy until 2012. For more information on the merchandise being sold during the ticket application process please go to www.tickets.london2012.com/help.html


Q. I ordered some merchandise when I applied for tickets but don’t want it any more. How do I cancel my order?

A. Ticket merchandise is not being sold by the London 2012 online shop. For more information on ticket merchandise, including order cancellations, please go to www.tickets.london2012.com/help.html


Q. Where can I find ticketing information?

A. First, we suggest that you search the Ticketing team’s extensive online knowledge base by using the 'Frequently asked questions' function at www.tickets.london2012.com/help.html to see if a suitable answer to your query can be found. If you cannot find a suitable answer after searching, we recommend you use the 'Send us a question' feature - this is a link at the bottom of each answer. All questions are dealt with by a member of the London 2012 Ticketing team and we will respond to you as soon as possible.

If you would prefer to speak to a customer services agent, please call our Ticketing team on 0844 847 2012. The lines are open Monday to Friday from 9am to 8pm and Saturday and Sunday from 10am to 4pm. Calls cost £0.05p per minute from a BT landline. Other networks may vary. Callers from outside the UK can call 00 44 207 998 1919. Call charges will vary depending on the country you are calling from.

You can also contact the London 2012 Ticketing team at our postal address: London 2012 Ticketing
PO Box 798
Manchester
M60 1WU


London 2012 mascot


Q. Why have the mascots been designed in this way?

A. During our bid to host the 2012 Games, London promised to connect young people with the power of the Games and in doing so inspire them to choose sport. On our journey to London 2012 we believe that our mascots will be one of the most powerful ways for us to connect with young people and deliver this vision.


Q. Why do you have separate Olympic and Paralympic mascots?

A. The Olympic Games and Paralympic Games are separate events under separate organisations, the International Olympic Committee (IOC) and the International Paralympic Committee (IPC). It is therefore usual practice to have at least two separate mascots.
 

Q. Where did the names come from? / Why Wenlock and Mandeville as names?

A. We wanted to ensure that our mascots had names rooted in British Olympic and Paralympic history. Both the Olympic Games and Paralympic Games have British influences in their history – the Much Wenlock Games contributed to de Coubertin’s vision for the Olympic Games and Stoke Mandeville hosted the first ever wheelchair Games, widely acknowledged as a forerunner to the Paralympic Movement. We want to celebrate this history.
 

Q. Why have you opted for a modern look and feel rather than a more traditional route that would represent the UK’s rich heritage

A. Wenlock and Mandeville were made from the last two drops of steel from the Olympic Stadium. Their skins are like mirrors, allowing them to reflect colours, traits and some of the personality of the people, places and creatures they meet. They will both set out on a journey of self-discovery. Along the way they will discover more about the United Kingdom, the sports we play and the charming idiosyncrasies of the British people.

We wanted to ensure that our mascots had names rooted in British Olympic and Paralympic history. Both the Olympic Games and Paralympic Games have British influences in their history – the Much Wenlock Games contributed to de Coubertin’s vision for the Olympic Games and Stoke Mandeville hosted the first ever wheelchair Games, widely acknowledged as a forerunner to the Paralympic Movement. We want to celebrate this history.


Q. What different mascot products will there be?

A. A limited number of items are on sale now. Over the next two years there will be hundreds of different products featuring the mascots, across our entire licensing programme – from toys to stationery, clothing to badges and souvenirs.


Q. Where will the products be manufactured?

A. Merchandise to accompany the mascot will be both in the UK and around the world.



Security and privacy


Q. Is it safe to shop online?

A. In conjunction with our payment provider Datacash Ltd, we have taken every necessary step to ensure that shopping with us is secure. We have incorporated Secure Socket Layer (SSL) Technology to encrypt your information, ensuring that your private data is kept secure. Please note that you should only send us sensitive information when you are filling in forms on this website. Please do not send private details to us by email as it is not possible to ensure the security of your information when sent this way.

If you wish to know if a page is secure then the use of ‘http’ in the address bar of your browser will have been altered to have an ‘s’ added at the end creating ‘https’ before the page address. Many browsers will also have a small icon resembling a key or padlock in the top or bottom right hand corner of the browser. This can be clicked on to confirm the details of the secure connection.


Q. How will you protect my privacy?

A. Protecting the privacy of our users is of the utmost importance to us. We will never share any of the information you provide to us with a third party, for any reason other than to ensure the successful fulfilment of your order. If you wish to learn more about how we will protect your privacy please read our privacy policy in full.


Q. What are cookies?

A. Cookies are tiny text files that enable our servers to recognise our users when they use the website in certain ways. These files do not give us access to any of your personal or sensitive information. They are used simply to understand the manner in which our website is accessed and to ensure we provide the best service possible. Please use the ‘help’ facility on your web browser if you wish to disable this functionality.


Q. What is phishing?

A. Phishing is the process where private information is requested by unauthorised parties for the purpose of identity theft. This is usually achieved by creating communications or webpages that appear to be from a trusted party. Please be aware that other than taking an order over our secure online checkout, we will never request any sensitive information from you by any method other than telephone. Only then would we do so if it is required for administrative purposes.

If you receive an email requesting sensitive information or encounter anything you believe may be a phishing attack, please forward all information to us so we can take the relevant action.


Q. How do I unsubscribe from communications I have signed up for?

A. If you no longer wish to receive information on products for the 2012 Games please use the unsubscribe link at the bottom of each email you receive. Please note that this will only unsubscribe you from receiving communications from the London 2012 online shop.



How to get the most from the London 2012 online shop


Q. How do I find what I’m looking for?

A. The London 2012 Olympic and Paralympic Games online shop is organised to make searching for the product you want simple and fast. Products are arranged within categories, such as clothing, at the top of each page, then divided into subcategories to narrow down your requirements. You will also be able to shop for items in the size or colour of your choosing using our search navigation that appears on the left hand side of our subcategory pages.

Please see the pictures below explaining everything you need to know to get started. Alternatively you can enter a search term in the field at the top of every page to assist you in finding exactly what you are looking for.


Use the search bar at the top of the page to search for products

Q. How do I know what size product to order?

A. If you are unsure what size of a certain product to order, simply click the size guide tab that accompanies the product description where applicable. This will give you specific measurements to help you make your decision. Alternatively you can view all our size guides here.


Q. How do I receive news and information on London 2012 products?

A. To get the very latest information on the exciting range of products for the 2012 Games please subscribe to our regular email newsletter.



Placing an order with us


Q. How do I order a product online?

A. Once you have found the product you wish to buy, simply click the 'add to basket' button next to the product. Once you have finished selecting your products, click the basket icon at the top of the page; this will allow you to review your selection. From here follow the simple steps and on screen instructions to complete your order.


Q. Can I order by telephone?

A. Ordering online is quick and simple. If, however, you do encounter any issues ordering online, please contact us on 0845 605 2012 (UK) or +44 170 486 2012 (International) where a member of our dedicated customer service team will be happy to assist you with your order.


Q. Why can’t I place my order?

A. If there is a problem placing your order it may be because certain required information has not been submitted. If this is the case we will highlight any additional information that may be required. If you are still unable to place your order please contact a member of our dedicated customer service team who will assist you, on 0845 605 2012 (UK) +44 170 486 2012 (International)


Q. Do I need to create an account to make a purchase?

A. You don’t need to create an account to order from us. You will be asked for all the information required during the purchasing process.


Q. Who should I contact if I have a query about my order?

A. If you have any queries about your order please don’t hesitate to contact a member of our deadicated customer service team on 0845 605 2012 for UK customers or +44 170 486 2012 when calling from abroad.



Paying for your order


Q. How do I pay for my purchase?

A. In recognition of Visa's longstanding support of the Olympic and Paralympic Games, The London 2012 Shop is proud to only accept card payments by Visa (credit, debit and prepaid). We also welcome payment by cheque. To learn more on how to obtain a Visa card, contact a Visa card issuer or visit the Visa website.


Q. What is my CVV/CVC code?

A. When you place an order with us we will request your card security code to help prevent against fraudulent use of your card. The security code is the three digit number on the signature strip on the rear of the card.


the CVV strip can be found on the back of your Visa credit or debit card

Q. What is ‘Verified by Visa’?

A. Verified by Visa is the latest method in the fight against credit and debit card fraud. If you are participating in the scheme, as part of the purchase process you will be directed to a Visa verification page hosted by your card provider. Once you have entered the specific digits of your password requested you will be able to complete your purchase. Please note this password is not shared with us at any stage.


Q. How do I pay by cheque?

A. To pay by cheque please print off the order form that will become available when you select the cheque payment option. Please include this form with a clearly written cheque made payable to London 2012 shop. Cheques should include the date; the correct amount (including delivery charges), in both words and numbers; and the named person’s signature.

Please send your cheque to

The London 2012 Shop
PO Box 5050
Annesley
Notts
NG15 0DJ


We will despatch your order the next working day after your cheque payment has cleared at the bank. Please note this could take as long as 10 working days

 



VAT and local duties


Q. What is VAT?

A. VAT stands for Value Added Tax and is applied to most categories of products sold within the United Kingdom. Where applicable it will be included in the stated purchase price of the product in question. We will also tell you how much of this price is VAT when you place your order with us.


Q. Do I still pay VAT if I’m ordering from abroad?

A. Yes – unfortunately we cannot deduct VAT on goods even if they will be delivered outside of the European Union.


Q. Can I get a VAT refund if an item is delivered outside the European Union?

A. Unfortunately, online retailers cannot participate in the United Kingdom VAT refund programme; as such our customers are unable to receive VAT refunds.


Q. Will I have to pay import duty if ordering from overseas?

A. If the goods are being delivered within the European Union then there will be no additional import duty, as United Kingdom VAT is added on all purchases where necessary. If the goods are delivered outside of the European Union then you may liable for import duties specific to the country of delivery.



Delivery information


Q. Where do you deliver to?

A. The London 2012 shop delivers all around the world except for a few locations that do not allow importation of goods or are not supported by our carriers. Find out which countries are excluded from delivery.


Q. What UK delivery options do you offer?

A. Standard UK delivery will cost £4.95 and is guaranteed within 72 hours unless you live in one of the remote areas listed below. We also offer a next day delivery option priced at £6.95 guaranteed within 24 hours, and a guaranteed Saturday delivery option priced at £19.95. Please note we cannot guarantee next day or Saturday delivery to any of the restricted post codes listed below.


Q: I live in the USA and would like to buy from the London 2012 online shop.

A: As the United States Olympic Committee runs its own Olympic website http://www.teamusa.org we are unable to deliver to the USA but you can buy a great range of London 2012 merchandise from their online shop http://www.teamusashop.com.


Q: I would like to buy from the London 2012 online shop and send my order to the USA.

A: As the United States Olympic Committee runs its own Olympic website http://www.teamusa.org we are unable to deliver to the USA but you can buy a great range of London 2012 merchandise from their online shophttp://www.teamusashop.com.


Q. Do you deliver to highlands and islands?

A. We are able to deliver to all remote regions at no extra charge. However, our carriers are unable to guarantee delivery times to certain areas. As such we will not make next day or Saturday delivery options available to customers from certain regions. If you live in the following postcodes you may be affected: AB, DD, FK, HS, IV, KA, KW, PA, PH, PL, TD, TR, and ZE.


Q. Do you deliver to British forces post offices?

A. We are pleased to be able to ship to British forces post offices (“BFPO”). For delivery to a BFPO address please telephone our customer service team to place your order. Please ensure that you have the Service number, Rank, Name, Regiment or Unit, Operation Name and the BFPO number of the person the delivery is for.


Q. Do you deliver to Her Majesty's prisons?

A. All prisons have different policies on what they allow to be delivered as well as policies on what a certain individual may be allowed to receive. As such it is not possible for us to deliver to these addresses. We recommend that if you are ordering a product on behalf of or as a gift for an inmate you confirm with the relevant prison that the inmate in question will be allowed to receive the goods.


Q. When will I get my order if I miss the 1.00pm Friday deadline for a Saturday delivery?

A. If you miss the Friday 1.00pm cut off for a Saturday delivery you will receive you order the following Saturday. Please note if you pay by cheque your order will not despatched until your cheque has cleared at the bank.


Q. When will I get my order if I miss the 1.00pm cut off for Next day delivery?

A. If you place your order after 1.00pm Monday you will receive your order on Wednesday.
If you place your order after 1.00pm Tuesday you will receive your order on Thursday.
If you place your order after 1.00pm Wednesday you will receive your order on Friday.
If you place your order after 1.00pm Thursday you will receive your order on Monday.
If you place your order after 1.00pm Friday or a Saturday or Sunday you will receive your order on Tuesday. Please note if you pay by cheque your order will not despatched until your cheque has cleared at the bank.


Q. If I pay by cheque when will I receive my order?

A. We will despatch your order the next working day after your cheque payment has cleared at the bank. Please note this could take as long as 10 working days.



Order cancellation, returns and refunds


Q. How do I cancel my order?

A. You may cancel an order up to the point at which has been despatched by us, simply by using the link in your order acknowledgement email and following the instructions. If we have already despatched your item you will need to return it to us using the returns slip provided.


Q. Can I return an item if I decide I don’t wish to keep it?

A. Yes. All items can be returned within 14 days of receipt for a full refund of the purchase price. Please note we are unable to refund the cost of delivery unless the goods are faulty or damaged.


Q. Are there any items I cannot return?

A. Unless faulty we are unable to accept returns on the following, for reasons of hygiene: underwear, swimwear, towels, bedding or jewellery for pierced skin. We are also unable to accept returns on items that have been personalised.


Q. How do I return an item?

A. If you do decide you wish to return an item, please use the returns label provided and include the returns form with your order, identifying the items you wish to return and the reason. Unfortunately we are unable to refund items that are lost or damaged in return transit, so please make sure to package all items securely and to get proof of postage when sending items back to us.


Q. Can I exchange an item?

A. If you receive a faulty item we will happily exchange the item for the same product. Simply select the 'exchange' option on the returns form when returning the goods. If you wish to exchange for different items you will need to return the original goods and place a new order with us.


Q. How do I pay for an item to be returned?

A. To ensure your returned goods reach us we recommend that you take the items to a post office who will weigh the items to ensure the correct postage is paid. Please note if items are returned to us without the correct postage paid in advance we may deduct this from the total of your refund.


Q. What is the return address?

A. Please note that all deliveries and returns are managed by our logistics partner Prolog Ltd. Returns should only be made to the addresses below, not directly to eCommera or any address associated with the London 2012 Olympic and Paralympic Games or that of the brands featured on this website.

Items should be returned to:

The London 2012 Shop
PO BOX 5050
Notts
United Kingdom
NG15 0DJ


Q. What do I do if I no longer have the returns slip provided?

A. If you have mislaid the returns slip, please return any items to the relevant address above, remembering to include your name, the order number, which items you are returning and the reason for doing so. Printing off your original order acknowledgement email is a simple way of providing this information.


Q. How will I be refunded?

A. All refunds will be made to the same payment card used when making the original purchase. If you paid for your order by cheque then any refund made will also be by way of cheque.


Q. How long will it take for my refund to be processed?

A. We will process your refund within two working days of us receiving your returned items. However it may take longer for the funds to appear in your account as this is under the control of your banking provider.



Website accessibility


Q. What efforts have been made to make your website as accessible as possible?

A. It is of the utmost importance to us to ensure our website is as user friendly as possible for all our customers. If you would like to know more about the steps we have taken to make this website accessible, please read our accessibility policy.


Q. How do I change font size and colour on the website?

A. To change font size or colour, simply select your preferred option in the top right hand corner of each page.


Q. How do I use a screen reader?

A. We have endeavoured to make the London 2012 online shop compatible with screen reading software. However, as there are many different screen readers currently in use please consult the specific instructions for your software.



Ethical business practices


Q. What is your policy on the environment and sustainability?

A. As a chosen business partner of the London 2012 Games we are dedicated to supporting the organisation's polices concerning the environment and sustainability. Wherever possible this includes the use of recycled materials for all our packaging and correspondence as well as managing our delivery services to ensure the lowest quantity of carbon emissions.


Supplier enquiries


Q. I am interested in supplying the London 2012 shop with products, who do I contact?

 A. Please e-mail your enquiry to supplierenquiries@shop.london2012.com to be passed to the relevant Category Manager.