Terms and conditions


To Help you use this document we have have created the following sections. Please note that your continued use of this website is consent to the terms of use outlined below.

If you have a specific query you may find our frequently asked questions are of assistance.

Table of contents:


The use of the following terms; Us, We, Our refers to eCommera Limited (Registration Number 06023874 and Registered Office: 84 Great Portland Street, London W1W 7NR). The terms You, Your and You’re are references to users of this website and customers of the London 2012 Olympic and Paralympic Games Online shop. LOCOG refers to the 2012 London Olympic and Paralympic Games Organising Committee. (“LOCOG”) Official Partner refers to the organisations that have been selected by LOCOG to be officially affiliated with the event. Licensees refers to the companies which have been granted official permission to produce merchandise pertaining to the International Olympic Committee (“IOC”) the International Paralympic Committee (“IPC”), The London 2012 Olympic and Paralympic Games, any official national competing team or any other official organisation relating to the International Olympic movement.

1.Terms of website use

1.1 As an extension of the Official London Olympic and Paralympic Games website, use of this website confirms your agreement to both their general terms of use as well as any specific terms and conditions applicable to this online shop set forth.

1.2 We reserve the right to change these terms and conditions at any time and continued use of this website will be construed as your acceptance of any new terms. If these terms and conditions are changed in any way the date at which they were last updated will be featured at the top of this page.

1.3 By using this website you agree that it is for your own non commercial use and that whilst a visitor to this site you will not use it to infringe, restrict or abuse the rights of others, or distribute material of an illegal nature including but not restricted to obscene, defamatory, racist, xenophobic, homophobic or other discriminatory or derogatory material or material which by it's nature is spam or designed for the promotion of another organisation.

1.4 You also undertake that you will not gain or attempt to gain access to our information technology systems or those of any partner organisations of LOCOG or to distribute any form of malicious software designed to affect our own information technology systems or that of any other website user. Whilst we have taken the necessary precautions to protect the London 2012 website from malicious software, we cannot be held responsible should a third party implement any form of malicious software on the website and the resulting effects this may have on our users. We reserve the right to withdraw access to the website at our discretion if we feel an individual is in breach of our terms and conditions. As well as report to the police where necessary, the details of any user who may be criminally liable under the Computer Misuse Act 1990.

1.5 Use of this website infers an agreement to observe all relevant intellectual property rights, trademarks, copyrights and patents of ours, LOCOG, the IOC, the IPC, the GB Olympic team, any other national or international Olympic or Paralympic organisation, all official Partners of the Olympic Games and other companies, organisations or licensees featured on the Official 2012 London Olympic and Paralympic Games website, official microsites or any Partner Organisations.

1.6 We reserve the right to change or remove any part of this website or the entire website itself at any time without notice. We also reserve the right to make the website unavailable in whole or part at our discretion without notice.

2. Liability

Whilst we will make every effort to ensure that our website meets the requirements set forth we can in no way be held liable except where mandated by law for losses or damages caused by the use of the London 2012 online shop or any dealings with us. This does not extend to liabilities which we cannot be excluded from under all applicable legislation.

3. Indemnity

You agree through use of this website to indemnify, defend and hold harmless eCommera, it's employees, directors, agents, partners, licensees and any affiliated party from any liability through your own breach of these terms and conditions or illegal action in relation to the use of this website.

4. Waiver

If we do not to take legal action whether it be criminal or civil against any party for breach of these terms and conditions, this does not affect our right to do so in future against the same or different parties, whether it be for breaches of a similar or differing nature.

Your account

5. This online shop for the London 2012 London Olympic and Paralympic Games operates a guest login scheme. This means that when you purchase goods from us you will do so without creating a permanent user account.

5.1 We reserve the right to refuse access to the website, amend and remove content and cancel orders at no cost to you.

Goods, pricing and promotions

6. Goods

All All goods offered for sale on this website amount to official licensed merchandise manufactured by the official partners or the London 2012 Olympic and Paralympic Game, sold and distributed on behalf of LOCOG by us. All goods are represented fairly and accurately by us. As such we are unable to take responsibility for any technical issues customers may have that cause an item to appear differently than it actually is.

6.1 Pricing

All prices on this website are in pounds sterling (GBP) unless otherwise stated. All charges will be made in GBP, and where applicable this will then be converted to your local currency at the exchange rate applied by your card provider. We reserve the right to change, amend or alter the price of goods on this website at any time without notice All prices displayed on the website are inclusive of United Kingdom Value Added Tax (VAT) at the rate applicable at the time of purchase. Please note that the final order cost is not inclusive of any local import duties or taxes applicable to countries outside the European Union.

6.3 VAT refunds

As an online retailer we are not legally able to participate in the United Kingdom VAT refund scheme for orders delivered outside the European Union.

6.4 Promotions

On occasion there may be promotional offers on goods available for sale. We withhold the right to extend, change or withdraw any promotion at any time without further notice. Each promotional offer will have specific terms and conditions and these will be published below this clause.

Xmaship promotion code terms and conditions

Free standard postage and packaging on all orders over £50 (subject to the standard delivery policy postcode restrictions link to delivery policy).  Offer ends  31st December 2010.  This promotion code cannot be used in conjunction with any other offer.


7. Payment

7.1 Card payment

In recognition of Visa's support of the Olympic Games 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. For more information on how to obtain a Visa card, contact a Visa card issuer or visit the Visa website.

7.2 Card payment processing

All card payments will be processed by our partner Datacash Limited, We will only take payment from your account once we have despatched your order in part or full and only for the value of the goods despatched

8. Cheque payment

8.1We also accept payment by cheque. Cheque paymemt can only be accepted when accompanied by the printable order form from the website.

8.2 We are unable to guarantee the availability of goods until we are in receipt of the cheque. Once payment has been received we will reserve the goods until the cheque has cleared, we will then dispatch the item. Normal delivery lead times will apply once the payment has cleared.

8.3 Please ensure that all cheques are clearly written out and include the entire cost of the order including delivery charges. Please note we cannot process refunds if the cheque is for greater than the order value unless the difference is related to product unavailability.

Click here to learn more about paying by cheque

9. The contract and contract cancellation

The offer of goods on this website or the acknowledgement of having received you order does not amount to a contractual offer on our part. Acceptance of your order and the implied contractual offer will be confirmed by us via email once we despatch your order in part or full. The acceptance of your order will only pertain to the goods named within the email confirming despatch of your goods. We reserve the right not to accept your order for any commercial reason.

9.1 Cancellation Policy

Under the United Kingdom’s Distance Selling Regulations, you have up to 7 working days after you have received your delivery to cancel your order (other than in respect of goods made to your specification or have been personalised for you). Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.

To cancel this contract, you need to do so in writing. Please email our customer service department london2012service@shop.london2012.com stating the order number and giving your clear instruction to cancel the order.

If we've already shipped your order, you'll need to package the items and send them back to us at:

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

If you have contacted us to cancel your order before you have received your goods, unless cancellation takes place within 30 minutes of your order, your cancelled order cannot be stopped and will be delivered to you. Please refuse any delivery of cancelled goods or post them back to us. In the meantime you must take reasonable care of them. You will not be charged for collection or Royal Mail returns in accordance with our returns policy.

If we don't receive the item back from you, we may arrange for collection of the item from your residence at your cost. We will refund you upon receipt of the order, and in any case within 30 days after we receive your notification.

10. Gift services, personalisation, Gift wrapping and messaging

From time to time we may offer certain gift services on goods. Where made available you will be given the option to have an item gift wrapped, provide a gift message or personalise an item before completing your order. You will also be advised of all applicable costs before placing the order. Please note that personalised goods are non-refundable unless they are faulty and we are unable to refund the cost of gift wrapping or messaging where applicable.

Delivery returns and refunds

11. United Kingdom delivery

The London 2012 Olympic and Paralympic online shop delivers goods throughout the United Kingdom offering both standard delivery priced at £4.95, next day working delivery priced at £6.95 (guaranteed service for all orders placed by 1.00pm) and Saturday delivery priced at £19.95 (guaranteed service for all orders placed by 1.00pm on Friday) . Unfortunately we are unable to offer next day or Saturday delivery to a small number of remote postcodes. Please consult the list below to see if your area is affected. Please note that in certain exceptional circumstances events beyond our control (Known as Force majeure) may prevent our couriers from delivering within a guaranteed time period. In the event of these circumstances we will refund the the difference between delivery charges for guaranteed and non-guaranteed services.

11.1 Order tracking

Once an item has been dispatched by us you can trace the progress via the Parcel Force or UPS website using the link provided in your despatch confirmation email.

11.2 Delivery to remote areas (including highlands and islands)

Please be aware that we are unable to guarantee next day delivery to certain remote areas and so as to avoid confusion we will not make it available to people who require delivery to these post codes. However we will not add a delivery surcharge. Postcodes starting with the following letters may be affected; AB, DD, FK, HS, IV, KA, KW, PA, PH, PL, TD, TR, ZE.

11.3 International delivery

The London 2012 Olympic and Paralympic online shop also delivers goods throughout the world excluding a few destinations where the import of goods is prohibited or our carriers are unable to deliver. To ensure that we ship to the country you require and to establish the applicable charge please click here for full details.

11.4 British forces post offices addresses

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.

11.5 HM Prisons addresses

As the supply of goods into HM Prisons (“HMP”) is strictly controlled and varies from prison to prison and from one prisoner to another we are unable to supply goods directly to HMP addressees. If you wish to order an item for somebody detained at an HMP address then you will need to order the item to be delivered to yourself first. However we recommend that you confirm with the relevant prison that a particular inmate will be allowed to receive the goods in question.

12. Returns and refunds policy

12.1 Returns period

After receiving your goods you have 14 days within which to return them should you wish.

12.2 Returns process

All goods to be returned must be in the condition in which they were received, complete with all the original packaging, labelling and the appropriate returns documentation. goods must be sent to the freepost address using the peel off address label provided. We recommend that you get a proof of postage when returning all goods, as we cannot be held responsible for goods lost or stolen before they are received by us. Please note we are unable to refund the cost of delivery unless the goods are in any way faulty or unfit for purpose.

12.3 Exchange or return of faulty items

If an item you receive turns out to be faulty you are entitled to either a full refund or exchange. Please return all goods to us with the appropriate documentation clearly marking the relevant field confirming whether you would like the item to be exchanged or refunded. Please be aware whilst we will endeavour to exchange all faulty items when requested to do so, it may not be possible in certain situations if we no longer have that item in stock. In which case you will be informed of the situation and a full refund made.

12.4 Non-returnable goods

For reasons of hygiene we are unable to accept returns on the following goods unless they are faulty: Underwear, Swimwear, Towels, Bedding or jewellery for pierced skin. We are also unable to accept returns on personalised goods. These provisions do not affect your statutory rights. In addition we are only able to accept returns on Books, Magazines, Compact Discs, DVD's and Video Games if the original packaging is still sealed unless the goods are not fit for purpose

12.5 Lost returns information

If you have mislaid the returns documentation please return all goods with documentation clarifying your name, address, order number, the goods you intended to return and the reason for the return to:

London 2012 Shop,
PO BOX 5050,
United Kingdom
NG15 0DJ.

Please note all deliveries, returns and customer queries are managed by our logistics partner PROLOG Limited. Please only return goods to the addressees' above or use the specific contact details set forth below. Returns cannot be accepted at any other address associated with eCommera, LOCOG or any of the Brands associated with the event or that are offered for sale on this website

12.6 Refunds

Once we have received your goods and processed your refund. You will receive an email confirmation from us.

12.7 Refund process

Refunds will be processed by us within 2 days of our receipt of the returned goods and will be made to the same payment card used or by cheque if appropriate. However please clarify with your payment provider or bank how long they will take to process the refund as this is beyond our control.


12.8 Guarantees

We guarantee that all goods offered for sale on this website will be as described accurately and fit for the purpose ascribed without fault in their design or manufacture.


12.9 Faulty goods policy

If for any unforeseeable reasons an item purchased from us does have a fault then we will exchange the item at no cost to yourself. Alternatively you can return the item to us for a full refund please consult S.12.3 for further details.


Privacy and security policy

13. Private information and general policy

When you use this website we will collect certain anonymous data from you in the form of your IP address and cookies. This data will only ever be used anonymously by us to analyse website usage and allow us to continually improve the customer experience.

In addition to this information, if you subscribe to our customer email newsletter then the information you submit will also be stored by us.

We will not share this data with any third parties without your express consent that you wish to be contacted by other official Olympic and Paralympic Partners. The only time we will share any private information is to ensure the completion, fulfilment and delivery of your order.

Likewise we only communicate with you with your express consent that you wish to receive our marketing communications or to process an order or refund for goods you have purchased from us. Please note that if you submit an enquiry to the eCommera customer service team, you consent for us to communicate with you to assist in answering your query. We will however not continue to communicate with you after this issue has been resolved without your express consent. For full details on the information we collect, how we might use it and the efforts we employ to protect your information please read our full privacy policy here.

13.1 Marketing communications

We will only communicate with you for commercial reasons if you expressly register to receive these types of communication from us. You also have the opportunity to unsubscribe from receiving these communications at any time by following the unsubscribe instructions within a communication. However if you purchase an item from us we will communicate with you as necessary in relation to the processing and fulfilment of your order. Please note that if you unsubscribe from a link from one of our emails you will only be unsubscribed from emails relating to the London 2012 Olympic and Paralympic online shop. You will need to unsubscribe separately for all other communications relating to the London 2012 Olympic and Paralympic event as this information is not held by us.

13.2 Cookies

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

13.3 Phishing

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 servers, we will never request any sensitive information from you by any method other than telephone and only then 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.

14. Security policy

To ensure the security of using our website we use SSL (secure socket layer) technology to encrypt all data sent to us. Only submit data to us when prompted to do so on our website. We will only request such information over a secure connection (as displayed by the padlock symbol in your browser and with the addition of an 's' after the 'http' in the address bar). We will never request private information from you by email. If we ever need to contact you regarding sensitive information we will do so by telephone only and verify your identity before proceeding. Please note all online transactions are processed using our payment partner Datacash Limited.

Complaints and disputes procedure

15. Contact

If you are unsatisfied with the service you receive at any point please contact our dedicated customer service team on 0845 605 2012 (UK) or +44 170 486 2012 (international) in the first instance. They will endeavour to resolve the issue as quickly as possible.

16. Dispute resolution

By using this website and becoming a customer of the London 2012 online shop you agree that should a legal issue arise, if we so wish, you will commit to a method of Alternative Dispute Resolution before bringing legal action.

General policies

17. Policy on the environment & sustainability

We are committed to a policy of using recycled materials in all our packaging and correspondence. We also aim to use the fewest possible deliveries when despatching goods to customers reducing carbon emissions. As an official partner of LOCOG we are dedicated to supporting LOCOG's policies on the environment and sustainability where possible

18. Accessibility

To ensure that as many users as possible are able to use our website we have ensured that the accessibility of this website has met and exceeded where possible all legal requirements laid out under the Disability Discrimination Act 2005. For a full explanation of the measures we have taken in conforming with both legislation and international best practice guidelines please read our full accessibility policy here.

Contacting us

If you have a query regarding anything on this website or ordering form us please contact our Customer Service team by email or on the following number 0845 608 2012 (UK) or +44 170 486 2012 (international). We aim to respond to all queries within 1 business day.