General conditions

These Terms and Conditions apply when you place an order with Mystery United through our Website. They explain the agreements that apply between you and Mystery United.

Please read these Terms and Conditions carefully before placing an order. We recommend saving a copy so you can refer to them later.

Article 1 – Definitions

1.1 Mystery United: Mystery United B.V., located at Bedrijfsweg 9, 7671 EG Vriezenveen, the Netherlands, registered with the Dutch Chamber of Commerce (KvK) under number 86813307.

1.2 Website: the Mystery United website, available at mysteryunited.shop, including all associated subdomains.

1.3 Customer: a natural person who is not acting for purposes related to their trade, business, craft or profession and who enters into an Agreement with Mystery United.

1.4 Product: any product offered by Mystery United through the Website.

1.5 Mystery Box: a Product where the specific football shirt the Customer will receive is not known in advance, within the characteristics, choices and conditions stated on the relevant product page.

1.6 Agreement: any agreement entered into between Mystery United and the Customer through the Website.

1.7 Terms and Conditions: these Terms and Conditions of Mystery United.

1.8 Additional Terms: separate terms that may apply to specific products or services, including subscriptions.

Article 2 – Applicability

2.1 These Terms and Conditions apply to every offer made by Mystery United through the Website and to every Agreement between Mystery United and the Customer.

2.2 These Terms and Conditions are intended for agreements with consumers. Different terms may apply to business purchases.

2.3 Mystery United makes these Terms and Conditions available to the Customer before the Agreement is concluded in a way that allows them to be viewed and saved.

2.4 Additional Terms may apply to certain products or services, including subscriptions. Where Additional Terms apply, they will be made available to the Customer before the Agreement is concluded.

2.5 In the event of a conflict between these Terms and Conditions and any Additional Terms, the specific provision in the Additional Terms will take precedence for the relevant product or service, to the extent permitted by law.

2.6 Any deviation from these Terms and Conditions is only valid if expressly agreed between Mystery United and the Customer.

Article 3 – Offers, prices and information

3.1 All consumer prices shown on the Website include VAT unless expressly stated otherwise.

3.2 Any shipping costs and other additional charges will be clearly displayed before the Customer completes the order.

3.3 Mystery United makes every effort to ensure that information about products, prices, availability, sizes, images and other details is as accurate and complete as possible.

3.4 Obvious errors or mistakes, such as a clearly incorrect price caused by a programming, input or typographical error, are not binding on Mystery United where the Customer could reasonably have understood that an error had occurred.

3.5 Product colours may differ slightly from their actual appearance due to screen settings or photography.

3.6 Product images of Mystery Boxes may be used for illustrative purposes. A football shirt shown in an image is only part of the order if this is expressly stated on the relevant product page.

3.7 Promotions, discount codes and special offers may be subject to additional conditions. These will be stated alongside the relevant promotion or offer.

Article 4 – Formation of the Agreement

4.1 The Agreement is concluded when the Customer accepts Mystery United's offer, meets the applicable conditions and completes the order through the Website.

4.2 After placing an order, the Customer will receive an electronic confirmation of the order.

4.3 The Customer is responsible for providing accurate and complete information required to fulfil the Agreement.

4.4 If information provided by the Customer is incorrect or incomplete and Mystery United is therefore unable to fulfil the order correctly, Mystery United may suspend fulfilment until the correct information has been received.

4.5 Mystery United may refuse an order where there is a legitimate reason to do so, for example in the event of an obvious error, suspected fraud or misuse, or if the Product is unavailable. If payment has already been made and the order will not be fulfilled, the relevant amount will be refunded.

Article 5 – My United

5.1 The Customer may create a personal My United account on the Website.

5.2 The Customer is responsible for keeping their login details secure and must not share them with unauthorised persons.

5.3 If the Customer knows or suspects that someone else has gained access to their account, the Customer should change their password as soon as possible and contact Mystery United if necessary.

5.4 Mystery United may temporarily block an account where reasonably necessary to protect the Customer, Mystery United or other users.

5.5 Personal data within My United is processed in accordance with Mystery United's Privacy Policy.

Article 6 – Payment

6.1 The Customer pays for the order using one of the payment methods offered during checkout.

6.2 Available payment methods may vary depending on the country, order or time of purchase.

6.3 Where a payment method allows payment after delivery, the terms and payment deadlines of the relevant payment service provider will also apply.

6.4 Mystery United may suspend fulfilment of an order while a payment due has not been received, to the extent permitted by law.

6.5 Separate subscription terms also apply to subscriptions.

Article 7 – Delivery

7.1 Mystery United delivers orders to the delivery address provided by the Customer during checkout.

7.2 The current expected delivery time will be displayed on the Website, the relevant product page or during checkout.

7.3 The stated delivery time is an estimated delivery time unless a binding delivery date has expressly been agreed.

7.4 If Mystery United is unable to deliver an order within the agreed period, the Customer will be informed as soon as possible. The Customer's statutory rights in the event of late delivery remain fully applicable.

7.5 Mystery United may use third parties to fulfil and deliver orders.

7.6 The risk of damage to or loss of a Product passes to the Customer once the Customer, or a third party designated by the Customer other than the carrier, has received the Product.

7.7 The Customer is requested to check the order within a reasonable period after receipt and report any problems to Mystery United as soon as possible. This does not affect the Customer's statutory rights.

Article 8 – Mystery Boxes

8.1 A Mystery Box is based on the element of surprise. The Customer selects a specific Mystery Box and, where applicable, a size and available options. The specific football shirt that will be delivered is not known in advance.

8.2 The football shirts supplied by Mystery United through its Mystery Boxes are genuine, official football shirts.

8.3 A Mystery Box may contain shirts from different seasons. The relevant product page states which seasons the shirts in that Mystery Box may come from.

8.4 Where Mystery United offers the option to exclude certain clubs, colours or other characteristics from a Mystery Box and the Customer uses this option, Mystery United will honour those exclusions.

8.5 Where the Customer can also provide preferences, Mystery United will try to take these into account as much as possible. A preference is not a guarantee and only forms part of the Agreement where Mystery United expressly states that the relevant choice is guaranteed.

8.6 Mystery United will ensure that the Customer does not receive a duplicate football shirt where this is offered as a guarantee on the relevant product page and Mystery United can determine from the available order information which shirts the Customer has previously received.

8.7 To make use of a no-duplicate guarantee, previous orders may need to be linked to the same customer details or My United account. A shirt purchased or obtained elsewhere cannot be recognised by Mystery United as a shirt previously received by the Customer.

8.8 Receiving a club, competition, colour, design or shirt that does not match the Customer's personal preferences does not in itself mean that the Product is defective, provided that the Product supplied complies with the description, exclusions and other conditions of the relevant Mystery Box.

8.9 The above does not limit the Customer's statutory right of withdrawal or statutory consumer rights relating to defective or non-conforming products.

Article 9 – Subscriptions

9.1 Separate subscription terms apply to subscriptions in addition to these Terms and Conditions.

9.2 The applicable Additional Terms will be made available to the Customer before the relevant Agreement is concluded.

9.3 Where a specific provision of the Additional Terms differs from these Terms and Conditions, the specific provision of the Additional Terms will apply to the relevant product or service, to the extent permitted by law.

Article 10 – Right of withdrawal and 100-day returns

10.1 When purchasing physical products at a distance, the Customer generally has the statutory right to withdraw from the Agreement within 14 days without giving a reason, unless a statutory exception to the right of withdrawal applies.

10.2 The statutory withdrawal period begins on the day after the Customer, or a third party designated in advance by the Customer other than the carrier, receives the Product.

Where multiple products from a single order are delivered separately, the period begins on the day after the final Product is received.

10.3 Mystery United offers an extended return period of 100 days after receipt for individually purchased physical products.

10.4 During the first 14 days, the Customer retains all rights arising from the statutory right of withdrawal. The extended return period of up to 100 days is a voluntary service offered by Mystery United and does not limit the Customer's statutory rights.

10.5 To exercise the statutory right of withdrawal, the Customer must clearly inform Mystery United within the statutory period that they wish to withdraw from the Agreement. This can be done using the return option on the Website, the model withdrawal form or another clear statement addressed to Mystery United.

10.6 Following a statutory withdrawal, the Customer must return the Product no later than 14 days after notifying Mystery United of the withdrawal.

10.7 For returns made within the additional 100-day return period, the Customer may use the return procedure stated on the Website.

10.8 The Customer is generally responsible for the direct cost of returning the Product, unless Mystery United states that it will cover these costs or the law provides otherwise.

10.9 During the statutory withdrawal period, the Customer may inspect and assess the Product in the same way as would reasonably be possible in a physical shop. The Customer is only liable for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the Product.

10.10 For the voluntary return option after the statutory withdrawal period has expired, Mystery United may require the Product to be unworn, undamaged and complete and, where reasonable, returned with its original labels and packaging. These conditions do not affect the statutory right of withdrawal during the first 14 days.

10.11 In the event of a valid statutory withdrawal, Mystery United will refund all payments received from the Customer relating to the withdrawn part of the order. If the entire order is withdrawn, the cost of the least expensive standard delivery method offered will also be refunded. Additional costs resulting from the Customer choosing a more expensive delivery method do not have to be refunded.

10.12 Mystery United will refund the amount due no later than 14 days after receiving the Customer's notice of withdrawal. Mystery United may withhold the refund until the Product has been received or until the Customer provides evidence that the Product has been returned, whichever occurs first.

10.13 Refunds will generally be made using the same payment method used for the original transaction, unless otherwise agreed with the Customer.

10.14 Where only part of an order is returned and the original shipping costs would also have been payable without the returned Product, the original shipping costs will not be refunded.

Article 11 – Exceptions to the right of withdrawal

11.1 The right of withdrawal may only be excluded where a statutory exception applies.

11.2 Where the right of withdrawal does not apply to a specific Product or service, the Customer will be clearly informed of this before the Agreement is concluded.

11.3 Additional or different provisions may apply to subscriptions. These are set out in the separate terms applicable to subscriptions.

Article 12 – Statutory guarantee and conformity

12.1 The Customer is always entitled to their statutory consumer rights. This means that a Product must meet the standards that the Customer may reasonably expect on the basis of the Agreement.

12.2 If a Product does not conform to the Agreement, the Customer has the rights provided by applicable law, including, where applicable, repair or replacement free of charge and, where the statutory requirements are met, a price reduction or termination of the Agreement.

12.3 Any commercial, manufacturer's or additional guarantee does not limit the Customer's statutory rights.

12.4 The Customer is requested to report a defect to Mystery United within a reasonable period after discovering it so that Mystery United can investigate and resolve the issue.

12.5 Where a complaint is justified, Mystery United will provide an appropriate solution within a reasonable period and without significant inconvenience, in accordance with the Customer's statutory rights.

Article 13 – Complaints

13.1 If the Customer has a complaint about a Product, order or service provided by Mystery United, the Customer can contact Mystery United by email, WhatsApp or through the other contact methods offered on the Website.

13.2 Mystery United aims to respond to complaints as quickly as possible. If a complaint cannot be resolved immediately, Mystery United will confirm receipt and indicate when the Customer can expect a substantive response.

13.3 Mystery United and the Customer will try to resolve complaints by mutual agreement wherever possible.

Article 14 – Liability

14.1 Mystery United is liable for damage to the extent that such liability arises under applicable law.

14.2 Mystery United is not liable for damage resulting from incorrect or incomplete information provided by the Customer, to the extent that such damage can be attributed to the Customer.

14.3 Mystery United is also not liable for damage resulting from use of a Product contrary to its instructions, directions or normal intended use, to the extent that this can be attributed to the Customer.

14.4 Nothing in these Terms and Conditions limits or excludes liability where such limitation or exclusion is prohibited by mandatory law.

14.5 The statutory rights of consumers remain fully applicable.

Article 15 – Force majeure

15.1 Mystery United is not required to perform an obligation where performance is temporarily or permanently impossible due to circumstances that cannot legally be attributed to Mystery United.

15.2 If an order cannot be fulfilled, or cannot be fulfilled within the agreed period, due to such circumstances, Mystery United will inform the Customer as soon as possible.

15.3 The Customer's statutory rights, including the right to terminate the Agreement where provided by law, remain applicable.

Article 16 – Personal data

16.1 Mystery United processes personal data in accordance with applicable data protection laws and its Privacy Policy.

16.2 The current Privacy Policy is available through the Website.

Article 17 – Intellectual property

17.1 All intellectual property rights relating to the Website and to texts, photographs, images, videos, designs, logos and other content created by Mystery United belong to Mystery United or its licensors, unless otherwise stated.

17.2 Without Mystery United's prior permission, this content may not be copied, published, commercially used or otherwise exploited, except where permitted by law.

Article 18 – Applicable law and disputes

18.1 These Terms and Conditions and the Agreement are governed by Dutch law.

18.2 If the Customer lives in another country, this choice of law does not affect the protection the Customer is entitled to under mandatory consumer protection rules that cannot be contractually excluded under applicable law.

18.3 Disputes will be submitted to the court that has jurisdiction under the applicable legal rules.

18.4 Mystery United prefers to resolve any issues directly with the Customer first. The Customer can contact Mystery United using the contact details below.

Article 19 – Amendments and other provisions

19.1 If any provision of these Terms and Conditions is wholly or partially invalid or unenforceable, the remaining provisions will remain in force.

19.2 Mystery United may amend these Terms and Conditions. An order will generally be governed by the version that applied at the time the Agreement was concluded.

19.3 Amendments will only apply to ongoing Agreements to the extent permitted by law.

19.4 Written communication under these Terms and Conditions also includes communication by email.

Article 20 – Contact details

Do you have any questions about these Terms and Conditions, an order or our services? Please contact us.

Mystery United B.V.
Bedrijfsweg 9
7671 EG Vriezenveen
The Netherlands

Email: info@mysteryunited.shop
WhatsApp: +31 6 45508628
Website: mysteryunited.shop

Dutch Chamber of Commerce (KvK): 86813307
VAT number: NL864094401B01

Last updated: 2 October 2026