Ordering Inquiries

Your order may have been cancelled for a number of reasons related to stock availability, payment or delivery address. The most common reason for cancellation is that we ran out of stock of your size before processing your order.

If your order (or part of your order) is cancelled, the relevant amount of money will of course be refunded to your bank account. Refunds are completed within 14 days, but please be aware that your local bank may take a few extra days to process the payment.

Yes, if you have placed your order and then decide you would like to cancel it, email us immediately at info@marscricket.co.uk with your Order ID  stating that you would like to cancel your order.

Standard products or products with a simple print of name and number can be cancelled. Customised Mars Cricket products can currently not be cancelled after your order is submitted.

Refunds are processed within 14 days. Our quality assurance team inspects all returned products to confirm whether they meet the requirements of our Return Policy. After that, it takes 1-2 days to make the refund to your payment account. Some banks and credit card providers may take a bit longer to apply the credit to your account.

Unfortunately, we don’t exchange products, but you can always refuse delivery or return unwanted items for a refund, and then place a new order.

Refunds are subject to the conditions of our Return Policy, and are not available for personalised and customised items.

No, unfortunately our customer service advisers are unable to accept phone orders.

When you’re ready to buy the items in your shopping bag, click the ‘Checkout’ button at the top of the page.

If you’ve registered with Mars Cricket or the online shop you can use your email address to log in. If you don’t have an account, you can check out as a guest or create an account before you check out.

To finalise your purchase, enter your delivery and billing addresses, then choose a payment method and enter the necessary payment information before clicking ‘Confirm Order’.

Please check all the information on this page before clicking the confirmation button. Orders cannot be changed after confirmation, so please double check that your address details are correct and any customised items are exactly the way you want them.

You can pre-order products that have not been launched yet on marscricket.co.uk. As soon as it arrives, we ship it straight to you. Place your pre-order using a valid credit card – you will not be charged until your order has left our warehouse and you have received an email with your tracking information.

A back-order is when you have placed an order for an item that is currently out of stock and you have requested it to be delivered once it comes back onto the website in your required size.

When the item comes back into stock, you will receive an email confirming when your item(s) have been shipped from our warehouse. Orders can only be placed using valid debit/credit cards, please note the amount owed (to Mars Cricket) will be reserved from your account on the day of purchase.

You will be only charged once the order has left the warehouse and you have received an email with your tracking information enclosed.

If there are delivery or warehouse issues and the process takes longer than four weeks, the order will automatically be cancelled and the amount owed from your bank account will no longer be reserved. If this is the case, an email confirming the order cancellation will be sent to the email address used to place the original order.

Please note back-orders are not available all the time and is a special service that will only apply for certain products.

What do I do if my question isn’t covered here?

We recommend you contact our friendly online shop Customer Service team using the contact information here.