Featured questions

• Where is my order?

  We promise we'll do absolutely everything we can to ensure you receive your order within the timeframe specified.

  You can track your parcel by logging into your account.

  My Account

  Go to my orders, click on the order which you are tracking and scroll down to Order tracking.

  The link will take you directly to you the courier website and your personal tracking information.

  • Please allow 3 working days from the date of despatch before contacting us to chase a parcel.
  • We'll then contact our courier to investigate and locate the parcel.
  • Items are classed as missing in transit by our couriers if they haven't arrived within 7 days from the date of despatch. At this point we'll ensure replacements are sent to you immediately.
  • Please note that we may ask you to complete a Lossage Form prior to sending replacements. We'll email this to you if your parcel hasn't arrived within 7 working days.
  • Please note delivery to the Scottish Islands, Highlands and Northern Island may take up to an additional 48 hours.

  UK Nominated Day Delivery

  If your order hasn't arrived on the date specified by you, please let us know and we'll contact our courier to locate it.

  - CONTACT FORM -

  We'll send replacements if our courier is unable to locate your parcel.

  Please note that we may ask you to complete a Lossage Form prior to sending replacements. We'll email this to you straight away.

  Reporting a problem with your parcel

  To report any issues with your parcel please contact our customer service team using the attached contact form. 

   

  You will have 21 days from placing your order to report any issues such as damage or defects to the outer packaging or missing or damaged items within your order.

  We cannot be held responsible for any issues that are reported to us after this period.

  How Reliable Is Product Availability?
  Our website automatically updates each time an item is sold, so you can be confident that if an item is displayed on the site, it's highly unlikely it won't be in stock. In the very rare event that your product isn't in stock, we'll contact you immediately. 

  If you have received the wrong item please contact us and let us know using the form below and we will do our best to get you the correct item sent out to you.

   

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• Becoming an Ultra member

  What’s in it For You?

  Sign Up And Get Access To:

   

   Priority order processing for ultra fast service.

   Exclusive special offers on specially selected items.

   Get first access to sale items and save more.

   Shop new product launches before anyone else.

   Receive a special treat on your birthday.

   Monthly prize draw, competitions and more.

   Express checkout - Don’t waste any time.

   Track your order progress every step of the way.

   Exclusive content: news, sneak peaks & more.

  Join now using the link below !

  https://www.sportsshoes.com/ultra-membership/ 

   

  Already a Member?

   

  Login below you can check your orders from start to finish. 

  https://secure.sportsshoes.com/login/

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• UK return methods

  At the moment we don’t offer a returns service ourselves, but we’ve got together with our courier partners below who are delighted to offer Sportsshoes.com customers a range of easy return options and reduced postage rates when returning items back to us.

   

  Please find all of the return courier options we offer below. You'll need to pay the postage costs to return your parcel. We recommend that you ensure you obtain sufficient postal insurance in case your item goes missing on its way back to us. 

  Enclose your invoice or returns form, letting us know what action you would like us to take, eg. exchange or refund. This will help us to ensure we process your return quickly and efficiently. If you do not receive an invoice/ returns form, please simply use a slip of paper on which you will indicate your name, address and reference number.

  To return through our website you will need your reference number and shipping postcode. The reference number can be located on your paper invoice in your parcel or if not received, the shipping label on the front of your parcel. (This is not the order number received on your order confirmation).

   

  The shipping postcode must match the postcode of the address where your parcel was delivered. If a parcelshop address was selected, please proceed to use the postcode of the parcelshop. 

   

  The article below explains in further detail where to locate this on your delivery note.

   

  How do I return

   

  

  InPost is pleased to offer Sportsshoes.com customers a 24/7 return service for £3.99.
   No printing required at home or when you drop off your return. Just scan. Drop. Done.

  You don’t even need a label! 

  -No printing

  -No queues

  -Available 24/7

  -Self-service and contact-free

  How it works: Choose Instant Returns to create a QR code

  -Please pack your parcel up securely, preferably using its original packaging but removing the delivery label.

  -Scan the code on your phone at your local locker

  -Put your parcel inside and shut the door.

  -Please create your label by following the steps on the link below (this link works for both UK and International returns .

  https://sportsshoes.returns.international/

  You can find your nearest locker here:
  https://www.inpostdirect.co.uk/our-services
   When your return is collected from the locker, a label will be applied for you by the courier.

  
  PLEASE NOTE: all items from the same order should be returned in one parcel.

  If your parcel is worth more than £200.00, we would advise you insure your parcel for a higher value with an alternative courier who can provide the appropriate insurance.

  You can call us directly and we can help you further to insure the parcel.
  Maximum parcel size: 41cm × 38cm × 64cm.

  
  
  

  ASDA ToYou are please to offer Sportsshoes.com customers an easy, local return experience. If your item is under 25kg, you can return online in a few simple steps. 
  
  How it works:
  Please pack your parcel up secuely, preferably using it's original packing but removing the delivery label.  

  -Include the original delivery note with the reason for return completed.

  -No printer required, simply create a QR code by clicking the link and follow the instructions.

  -Take your return to your local ASDA.

  -IMPORTANT PLEASE NOTE - The £3.99 returns label only insures your parcel up to £50.00 if the parcel is lost or damaged in transit.

  -If your parcel is worth more than £50.00, we would advise you insure your parcel for a higher value with an alternative courier who can provide the appropriate insurance.

  -Please create your label by following the steps on the link below (this link works for both UK and International returns).
  https://sportsshoes.returns.international/

   

  

  Great news! Royal Mail is offering Sportsshoes.com customers a reduced cost return option. Simply hand over your parcel to one of the 11,500 Post Office branches or 1,200 Royal Mail Customer Service Points.

  How it works

  Please pack your parcel up securely, preferably using it's original packaging but removing the delivery label.

  -Include the original delivery note with the reason for return completed.

  -Simply print the label, then drop your parcel at the most convenient Post Office or Royal Mail site, regardless of original courier.

  -You'll need access to a printer to obtain a label for your parcel.

  -IMPORTANT PLEASE NOTE - The £3.99 returns label only insures your parcel up to £100 if the parcel is lost or damaged in transit.

  -Maximum weight per parcel is 20kg; Maximum parcel dimensions 61cm x 46cm x 46cm.

  -If your parcel is worth more than £100, we would advise you to insure your parcel for a higher value with Royal Mail or return the parcel with an alternative courier who can provide the appropriate insurance.

  -Please create your label by following the steps on the link below (this link works for both UK and International returns).
  https://sportsshoes.returns.international/

   

  If you have any queries about returning your item(s), please feel free to email us at customerservice@sportsshoes.com  with the subject line RETURNS query.

  How do I return

   

  Please make sure to read the terms and conditions carefully when returning items via third party courier services.
  Please note that unless an item is denoted as Free Returns it is your responsibility to return unwanted items to us and to bear the costs of returning them.

  Sportsshoes.com is not responsible for returned goods lost in transit and it’s important to ensure that you return goods on a postal service with adequate insurance should you need to make a claim.

  *Returns from EU and rest of the world. Please note that all returned items must be returned on a duty paid service. Any items returned via the duty unpaid option will not be accepted.

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• How do I return my order from the UK?

  At the moment we don’t offer a returns service ourselves, but we’ve got together with our courier partners below who are delighted to offer Sportsshoes.com customers a range of easy return options and reduced postage rates when returning items back to us.

   

  Returns page
  How To Return

  When you receive your item you have up to 100 days to change your mind and send it back to us.

  To proceed past the first step of making your returns label via our portal, you will be required to input your order reference number and shipping postcode. Your order reference number can be located on your paper invoice in your parcel or if not received, the shipping label on the front of your parcel. (This is not the order number received on your order confirmation).

  Locate the invoice number on your delivery note. This is located in the top left. It is also on the right-hand side next to the barcode. See the image below.

  

  You will need the postcode from the shipping address for the label, please note if the parcel was ordered to a parcel shop you will require the parcel shop postcode.

   

  Wrap securely in a bag or paper, taking care not to damage the product packaging and use the links on our website to select the return courier of your choice. 

  If you have issues returning your items using the options available please contact us on 01274 530530 or customerservice@sportsshoes.com using the subject line RETURNS query.

   

  You can use the link below to process a label direct from us instantly (this link works for both UK and International returns). 

  https://sportsshoes.returns.international/

  Please note on the return label and inside the parcel if the parcel is coming back for an exchange with the model/size you require or a refund. 

  The links to our return page on our website and the different return methods available are linked below.

  UK return methods

  Returns page

   

  Please make sure to read the terms and conditions carefully when returning items via third party courier services.

  Please note that unless an item is denoted as Free Returns it is your responsibility to return unwanted items to us and to bear the costs of returning them.

  Sportsshoes.com is not responsible for returned goods lost in transit and it’s important to ensure that you return goods on a postal service with adequate insurance should you need to make a claim.

   

  If you have any enquiries about returning your item(s), please feel free to email us at customerservice@sportsshoes.com with the subject line RETURNS query.

   

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• Delivery FAQ's

  Where is my parcel?

  We promise we'll do absolutely everything we can to ensure you receive your order within the timeframe specified. You can track your parcel by logging into your account. Please allow 3 working days from the date of despatch before contacting us to chase a parcel. 
  Where is my order?

   

  What if I receive the wrong item?

  To report any issues with your parcel please contact our customer service team using the attached contact form. 

   

  Do I have to pay VAT?

  All of our prices include the VAT cost. If you are VAT exempt then get in touch with us and we will refund the VAT price for you. VAT exemptions are; BFPO address’, the Spanish Enclaves, the Channel Islands and the Canary Islands. 

   

  Do I have to pay customs and taxes?

   We’ve ensured that we’re able to provide the same great service as we did prior to Brexit. All parcels sent to EU countries will be sent DDP (Duty Paid). This means that all VAT, import tax, and any customs charges are all being paid by us. There will be absolutely no difference in charges from before Brexit, to now. The price shown on our website for your order is all you will have to pay. If you place an order for delivery outside of the EU, there may be import duties and taxes to pay to get your parcel as determined by local customs. Please note, we are not liable for any local or import taxes for orders outside of the EU 
  International Delivery

   

   

   

  
  
  

   

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