Shipping & Returns

Overview

Most of what Nely Sports supplies is designed and made to order for you: in your colours, with your crest, and often with individual names, numbers and sponsor logos. This policy explains how delivery, returns, refunds and cancellations work for those orders, and for the smaller number of standard items we sell from stock.

This policy forms part of our Terms & Conditions. Nothing in it limits your statutory rights as a consumer under Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations.

01 Made-to-order and personalised items

Items made to your design, in your colours, or carrying names, numbers, crests, initials or sponsor logos are produced specifically for you and cannot be resold to anyone else.

For that reason we cannot accept returns, exchanges or refunds on made-to-order or personalised items for a change of mind, for a size that was ordered incorrectly, or for personal preference once the item matches the approved design proof. This applies equally to orders placed through a Nely club shop.

This does not affect your right to a remedy if an item is faulty or does not match what you approved (see Section 3).

02 Before we make your order

Design proofs. We send a digital proof before anything goes into production. Please check it carefully, including spelling, names, numbers, sizes, quantities, colours and the placement of every logo. Production starts once you approve the proof, and we cannot be responsible for errors that appear in a proof you have approved.

Colour. Colours on screen vary between devices and will never exactly match sublimated fabric. Small differences in shade between a screen proof and the finished garment, or between separate production runs, are normal and are not a fault. If an exact match matters, ask us for a dyed fabric swatch before you approve.

Sizing. Please use our size charts, and ask about sizing sets so your players can try garments before you order. Garments are measured flat, and small variations within normal manufacturing tolerances are not a fault.

03 Faulty, damaged or incorrect items

If an item arrives damaged, has a manufacturing fault, or does not match the proof you approved, please tell us within 7 days of delivery. Email us with your order number, a short description and clear photos of the problem.

Please do not wear, wash or alter an item you want to report, as this can make it impossible for us to assess the fault.

Where we confirm the problem, we will remake or replace the affected items at no cost to you, including any delivery charges. If a remake or replacement is not possible, we will refund the price you paid for those items.

04 Standard (non-personalised) items

Standard items bought from stock without any personalisation can be returned within 14 days of delivery for an exchange or refund, provided they are unworn, unwashed, undamaged and returned with their original tags and packaging.

Unless the item is faulty or incorrect, the cost of sending it back is your responsibility and the original delivery charge is not refunded.

05 How to return an item

Contact us first by email or WhatsApp before sending anything back. We will confirm whether the return is accepted and give you the return address and a return reference.

Items sent back without a return reference may not be accepted. Please use a tracked delivery service and keep your proof of postage, as we cannot be responsible for returns lost in transit.

06 Refunds

Once we have received and inspected a returned item, we will let you know whether the refund has been approved.

Approved refunds are made to the original payment method within 14 days. Your bank or card provider may take additional time to show the refund on your account. We do not give cash refunds.

07 Cancelling an order

Before you approve your design proof, you can cancel a custom order at no charge and we will refund anything you have paid.

Once you have approved the proof, materials are ordered and production begins, so the order cannot normally be cancelled. If we are able to agree to a late cancellation, we may charge for design work, materials and any production already completed.

Club shop orders can be cancelled free of charge while the club shop is still open. Once the shop window closes, the combined order goes into production and individual orders can no longer be cancelled.

08 Production times

Our standard lead time is 5 to 6 weeks from the date you approve your design proof. Club shop orders are usually delivered 3 to 4 weeks after the shop closes and the artwork is approved.

Lead times are estimates, not guarantees. If you need your kit by a fixed date, tell us before you approve the proof and we will confirm whether we can meet it.

09 Delivery

Within the UAE, we deliver to your club, school, office or home address, or arrange collection. Delivery charges are shown at checkout or included in your quote.

For deliveries outside the UAE, any customs duties, import taxes and clearance fees charged in the destination country are the responsibility of the customer.

Please make sure your delivery address and contact number are correct. We are not responsible for delays or failed deliveries caused by incorrect details, and re-delivery may be charged.

Where tracking is available we will send it to you. Please check your parcel when it arrives and report any visible damage to the packaging straight away.

10 Contact

For returns, refunds or delivery questions, contact us at info@nelysports.com or on WhatsApp at +971 52 174 0645. We usually reply within one working day.