FAQS
SHIPPING
How do you ship orders?
We hold stock in two places — our UK warehouse and our Thailand warehouse — and some MT Originals apparel is printed to order. Each product page tells you where that specific item ships from.
From the UK: Royal Mail 48, Evri or DPD — always tracked.
From Thailand: DHL Express or FedEx Express — always tracked.
Printed to order (MT Originals): made at the nearest facility in our print network, in the UK or Europe, then sent by tracked courier.
If your order contains items from more than one source, it will arrive in separate parcels, on different days. Orders over £80 ship free from every source — below £80, each parcel is £4.95.
Anything shipped from Thailand is an import, including to the UK. For UK orders the de minimis value is £135: parcels over £135 may attract customs duty on arrival, parcels under £135 are duty-free. International orders may attract local duties, which are the buyer's responsibility. Full detail is on our shipping policy.
When can I expect my order?
Two parts: how long we take to dispatch, and how long delivery takes after that.
Dispatch: in-stock items leave us within 1–3 working days. UK-warehouse orders usually go the next working day, up to 2 when we're busy. MT Originals printed items need 3–5 days for production first.
Delivery after dispatch:
- UK — typically 1–3 working days
- Worldwide from our Thailand warehouse — typically 3–6 working days, longer to some countries
- International, from our UK warehouse — typically 3–7 working days by DHL, depending on destination
You'll get a tracking email as soon as your order is dispatched, whichever courier it's on.
A few things that can add time: customs clearance on international and Thailand-origin orders, incomplete delivery addresses, and public holidays — including Songkran in Thailand, which pauses dispatch from our Thailand warehouse.
How do I change my delivery address?
Please contact us immediately if you need to change your address.
If your item has already been dispatched, we will not be able to change the address. We will need to take for the courier to return it. If they have delivered to the end address, there will be no refund.
If your item has already been dispatched, we will not be able to change the address. We will need to take for the courier to return it. If they have delivered to the end address, there will be no refund.
How can I make changes to my order?
Tracking numbers are often provided immediately upon dispatch, but sometimes there is a delay due to courier systems.
If you haven't yet received a tracking number and you want to make changes, please email us as soon as possible - customercare@muaythailand.co.uk. We will let you know the status and whether a change is possible.
If not, you will need to return the item upon receipt for the change needed.
If you haven't yet received a tracking number and you want to make changes, please email us as soon as possible - customercare@muaythailand.co.uk. We will let you know the status and whether a change is possible.
If not, you will need to return the item upon receipt for the change needed.
Refusing delivery
If a customer refuses delivery for any reason e.g. import taxes or wants to cancel the order after it has been shipped, they will be liable for any shipping charges or import taxes for the item to be returned to our warehouse.
RETURNS & REFUNDS
How can I return/exchange goods?
Any returns/exchanges must be submitted within 30 days from the day you receive the goods.
Once received in our warehouse, it typically takes 2-5 working days to process returns and exchanges.
We advise you to send your items back via recorded post service and get a proof of postage as we cannot be held liable for any goods lost in transit.
For hygiene reasons, mouthguards, groin guards, hand wraps and ankle supports cannot be retuned unless the packaging is sealed and unopened.
We have a dedicated returns portal that helps streamline the process.
Returns
Returns will only be accepted for unworn items in their original condition, with tags still attached. When returning a parcel for any reason, please include a note that clearly states your name, order number and reason for return. Failure to include this will result in delays and may even withhold the return from being processed. Discounted items are final and cannot be returned or exchanged.
Please contact customercare@muaythailand.co.uk with all these details before shipping your return, as this will help us manage expectations and process the return faster.
Postage costs for UK & international returns will only be paid for faulty or incorrect items - in which case, you must inform us prior to returning the item and we will provide a pre-paid postage label to return the item.
Exchanges
Customers have 30 days from receiving goods to exchange for similar items of exact or a lower order value (the difference will be refunded). Goods sent back for exchange must be in unused condition, complete with tags, just as with returns. We recommend sending back goods via a tracked service. No shipping costs will be refunded.
Once goods are received, they will be checked over and, if all is in order, the exchange item(s) will be dispatched within 2 working days.
Muay Thailand Return Address
Shurgard Dover
MT - T1124
White Cliffs Business Park
Dover
CT16 3FJ
United Kingdom
Once received in our warehouse, it typically takes 2-5 working days to process returns and exchanges.
We advise you to send your items back via recorded post service and get a proof of postage as we cannot be held liable for any goods lost in transit.
For hygiene reasons, mouthguards, groin guards, hand wraps and ankle supports cannot be retuned unless the packaging is sealed and unopened.
We have a dedicated returns portal that helps streamline the process.
Returns
Returns will only be accepted for unworn items in their original condition, with tags still attached. When returning a parcel for any reason, please include a note that clearly states your name, order number and reason for return. Failure to include this will result in delays and may even withhold the return from being processed. Discounted items are final and cannot be returned or exchanged.
Please contact customercare@muaythailand.co.uk with all these details before shipping your return, as this will help us manage expectations and process the return faster.
Postage costs for UK & international returns will only be paid for faulty or incorrect items - in which case, you must inform us prior to returning the item and we will provide a pre-paid postage label to return the item.
Exchanges
Customers have 30 days from receiving goods to exchange for similar items of exact or a lower order value (the difference will be refunded). Goods sent back for exchange must be in unused condition, complete with tags, just as with returns. We recommend sending back goods via a tracked service. No shipping costs will be refunded.
Once goods are received, they will be checked over and, if all is in order, the exchange item(s) will be dispatched within 2 working days.
Muay Thailand Return Address
Shurgard Dover
MT - T1124
White Cliffs Business Park
Dover
CT16 3FJ
United Kingdom
How can I get a refund?
Once your goods are accepted back into stock, a refund payment will be processed within 3-7 working days.
The refund will be returned to the card or Paypal account on which the initial payment was made and, depending on the payment method used, can take up to 30 days to appear back in your bank. If an item has been purchased in a sale or promotion, you will only be refunded the price you have paid for the item.
Customs fees, duties & local taxes are not refunded.
The refund will be returned to the card or Paypal account on which the initial payment was made and, depending on the payment method used, can take up to 30 days to appear back in your bank. If an item has been purchased in a sale or promotion, you will only be refunded the price you have paid for the item.
Customs fees, duties & local taxes are not refunded.
How to use the returns portal
You can access your account and the returns portal here.
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter your six-digit verification code.
Once in the portal, click the order that you want to submit the return for. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note with more details.
5. Click Request return.
If your return request is approved, you can follow the shipment instructions in the "How can I return/exchange goods" section above. If your return is entitled to free shipping, then you will receive an email with shipping instructions and a return shipping label.
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter your six-digit verification code.
Once in the portal, click the order that you want to submit the return for. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note with more details.
5. Click Request return.
If your return request is approved, you can follow the shipment instructions in the "How can I return/exchange goods" section above. If your return is entitled to free shipping, then you will receive an email with shipping instructions and a return shipping label.
ORDER STATUS
What's my order status?
We send all goods via a tracked service. You can use the tracking number (which will be provided in an email upon successful dispatch or via the courier) to see where your parcel is.
If you're not in and the courier was unable to deliver the parcel, you'll receive a card providing details on how to collect or re-arrange delivery.
If you've undertaken the above and struggled to get through to the courier to find your parcel, please get in touch and we'll help in anyway we can.
If you're not in and the courier was unable to deliver the parcel, you'll receive a card providing details on how to collect or re-arrange delivery.
If you've undertaken the above and struggled to get through to the courier to find your parcel, please get in touch and we'll help in anyway we can.
I've ordered but my goods have not turned up. What do I do?
We send all goods via a tracked service. You can use the tracking number (which will be provided in an email upon successful dispatch or via the courier) to see where your parcel is.
Please use the courier's track and trace functionality on their website to understand where your goods are. We always recommend waiting several more days than expected before raising any delivery issue with us - as couriers often ask for more time to complete the delivery before considering it as an issue.
Nonetheless, if you have not received your order after a reasonable time, please get in touch and we will speak with the courier for you.
Please use the courier's track and trace functionality on their website to understand where your goods are. We always recommend waiting several more days than expected before raising any delivery issue with us - as couriers often ask for more time to complete the delivery before considering it as an issue.
Nonetheless, if you have not received your order after a reasonable time, please get in touch and we will speak with the courier for you.
GETTING IN TOUCH
How do I get in touch?
You can contact us in a variety of ways: the contact form, via email or you can call us on 03333 397 511.
Do you have a physical shop?
The Muay Thailand shop is only online. This means you can shop 24/7 and it also keep costs low so we can pass on savings to you.
I've contacted you by phone/email, when will you reply?
We aim to respond to all emails within 48 working hours, Monday to Friday, excluding public holidays.
Our phone lines are open 10:00 – 15:00 GMT, Monday to Friday excluding public holidays. If you've called but can't get through, please leave a message to help us get back to your faster. Alternatively, send us an email or use the contact form and we will get back to you promptly.
Our phone lines are open 10:00 – 15:00 GMT, Monday to Friday excluding public holidays. If you've called but can't get through, please leave a message to help us get back to your faster. Alternatively, send us an email or use the contact form and we will get back to you promptly.
SECURE SHOPPING
Are my card & payment details safe and secure when I shop with Muay Thailand?
We accept ALL major credit cards, PayPal, Klarna and Apple Pay. No matter your payment method, the security of your payment details is crucial to us.
We take extra care to keep details safe and all payments are securely processed with 128-bit encryption 💳
We take extra care to keep details safe and all payments are securely processed with 128-bit encryption 💳
PACKAGING POLICY
How do you package goods?
Where possible we recycle all the packaging materials we receive and reuse as much as possible when sending your item to you. So your order may come in reused packaging - whether that be cardboard, plastic or otherwise. Otherwise, we try to source new mailer bags and cardboard boxes which have been recycled as much as possible.
We hope you agree that this is a sensible and honest policy.
We hope you agree that this is a sensible and honest policy.
