SportsShoes
Featured Questions
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ALREADY A MEMBER?
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Login HERE and you can check your orders from start to finish.
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Where Is My Order?
UNITED KINGDOM DELIVERY
- We promise we'll do absolutely everything we can to ensure you receive your order within the timeframe specified.
- We work with our couriers who have a 97.8% accuracy for their 24 hour service and a 98% accuracy for their 48 hour service.
- All parcels are fully insured and if your parcel is lost or delayed, let us know and we'll act quickly to locate it and send a replacement.
- All claims for missing items or orders must be made within 21 days of the date of your order.
EXPRESS DELIVERY
- Please allow 3 working days from the date of dispatch before contacting us to chase a parcel.
- If your order hasn't arrived by 8pm on the third working day, please let us know.
- We'll then contact our courier to investigate and locate the parcel.
- Please note: The investigation can take up to 48 working hours to be completed from the date we contact the courier.
- Items are classed as missing in transit by our courier if they haven't been delivered within 7 days from the date of despatch.
- At this point we'll ensure replacements are sent to you immediately.
- Please note: In some cases we may ask you to complete a Lossage Form which will be sent to you via email.
- Delivery to the Scottish Islands and Highlands may take up to an additional 48 hours.
PREMIUM DELIVERY
- If your order hasn't arrived by 8pm the following working day, please let us know and we'll contact our courier to locate it.
- The investigation can take up to 48 working hours to be completed from the date we contact the courier.
- We'll send replacements immediately if our courier is unable to locate your parcel.
- In some cases we may ask you to complete a Lossage Form which will be sent to you via email.
EUROPE & REST OF WORLD DELIVERY
- Items are classed as missing in transit by our couriers if they haven't arrived within 14 days from the date of despatch.
- If your order hasn't arrived by the delivery estimate given on your dispatch email, please let us know and we'll contact our courier to locate it.
- The investigation can take up to 48 working hours to be completed from the date we contact the courier.
- In some cases we may ask you to complete a Lossage Form which will be sent to you via email.
- All claims for missing items or orders must be made within 21 days of the date of your order.
- If your order contains many multiple items there may be an additional charge. If an additional charge applies we will contact you in advance of product despatch.
- For any more enquiries regarding postage costs and/or destinations please contact us HERE.
- During busy times and bank holidays, delivery times may be extended.
- Delivery of parcels that have been requested to be gift wrapped can add an additional 24 working hours on to estimated delivery time. Excludes bank holidays.
- Orders placed after 5PMGMT will be despatched the next working day.
- For example, if you place your order after 5.00pmGMT on a Friday or over the weekend, we'll despatch it the following Monday.
- Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.
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Garmin & Coros Watches
FAULTY GARMIN/COROS WATCHES
- Some brands have different warranty policies and procedures, and some manufacturers prefer to handle warranty claims directly with the customer.
- For this reason Gamin & Coros watches must be returned to the manufacturer and not Sportsshoes.com.
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All Garmin & Coros watches are subject to the manufactures warranties which can be found below.
https://www.garmin.com/en-GB/legal/consumer-limited-warranty/
https://support.coros.com/hc/en-us/sections/360008089971-Troubleshoot
- If you insist to return the product back to us, the return process will be delayed as we are required to send the product back to the manufacturer for them to inspect due to the terms of the warranty.
- Please do not use our ZigZag return link to return a Garmin or Coros item, contact our Customer Service team HERE before returning.
NON FAULTY WATCHES
- If your item is not faulty you can return the product within 100 days as long as it is in perfect condition, unused with no data downloaded and with all protective covers included.
- Please contact our customer service team HERE before returning, otherwise you will not be insured for the return and we will not be able to offer you a replacement or refund if the product does not reach us.
- Please do not use our ZigZag return link to return a Garmin or Coros item, contact our Customer Service team HERE before returning.
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How Do I Return From The UK?
INTRODUCING OUR INDUSTRY LEADING EXPRESS EXCHANGE SERVICE.
We process items returned to us for an exchange to make it as slick as possible and help you get the right item before it sells out! Instead of waiting for the item to come back to us to be processed, we will process your exchange when the courier confirms that they have the returned parcel in their possession meaning that you get your exchanged item up to 5 days quicker in busy periods!
RETURNS
- We understand that sometimes you'll need to return items to us and we've made this easy, fast and simple.
- We want you to love our products as much as we do, so if it doesn’t fit, you’ve had a change of heart, if it’s faulty or you just aren’t feeling it. No worries! We believe returns should be easy.
WE'LL EXCHANGE OR REFUND ALL ITEMS WHICH:
- Are returned to us within 100 days of receipt.
- The 100 days begins from the day your first order is delivered.
- Are returned to us in perfect condition, with their original packaging and with the labels attached.
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Click HERE and select the return carrier of your choice.
PLEASE NOTE:
- Footwear should be tried on a clean, soft surface to avoid scuffing the soles. Any unclean or scuffed items will be returned to you.
- Clothing must be returned in an unworn, fragrance-free condition with labels attached. Any marked items or that smell of fragrance will be returned to you.
- Clothing must be returned in its original packaging and shoes must be returned in their original box.
- If we receive your return in an unsatisfactory condition we reserve the right to return the product back to you.
- If you receive an imperfect item please contact us HERE.
- If you wear the item or attempt to repair it your warranty will be voided meaning your product can no longer be returned.
- For health and hygiene reasons, we are unable to accept the return of underwear and swimwear that has been worn.
- Store credit from a Brooks item must be used to buy another Brooks item. The new purchase does not have to be identical, but it must be exchanged for a Brooks product.
- Any leftover credit from a non-Brooks item cannot be used towards a Brooks item.
- 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.
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Sportsshoes.com is not responsible for returned goods lost in transit if you have not used our returns portal.
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We recommend you use our return portal so we can process your exchange when the courier confirms that they have the returned parcel in their possession meaning that you get your exchanged item up to 5 days quicker.
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If you do not used our return portal it’s important to ensure that you return goods on a postal service with adequate insurance should you need to make a claim.
- Your statutory rights are not affected.
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Click HERE and select the return carrier of your choice.
HOW TO RETURN & HELPFUL INFO
1. Initiate Your Return
- Click HERE and select the return carrier of your choice.
- For faulty items, contact our customer service team HERE first to ensure insurance coverage.
- For Garmin/Coros/Brooks products, contact our customer service team HERE first to ensure insurance coverage.
2. Exchange Shipping
- Your exchange will be sent postage-free once the courier confirms possession of your return.
3. High-Value Returns (£300+)
- Contact us HERE to arrange insurance; additional charges may apply. Without this, we cannot guarantee a replacement or refund if the item is lost.
4. Reference Number
- Found on the address label or your dispatch email.
5. ParcelShops
- Use the parcelshop postcode for returns; otherwise, the return won't be recognised.
6. ZigZag Returns
- For items under 15kg or international parcels:
- Securely pack your parcel (preferably in original packaging).
- Clothing must be in original packaging; shoes must be in their box.
- Print the label within 5 days.
7. Royal Mail limits
- Max 3 pairs of shoes or 2 pairs of walking boots.
8. Multiple Orders
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Do not return multiple orders in one parcel. Insurance only covers items selected via the returns portal.
RETURN PORTAL DEMO
EXCHANGES
- When returning your item through our return portal, please remember to state the product code and size of your replacement(s) as seen in the image below.
- If you are not returning through our portal please remember to include your order number, product code and size of your replacements inside of the parcel.
- Your product code can be found on your confirmation email or if you select the item on the website it is in the URL after the word “Product”
- Example: https://www.sportsshoes.com/product/hst1381/higher-state-freedom-running-socklet-%285-pack%29-%7E-ss22/#sku-hst1396
- Product code = HST1381
- If we offer a return service to your country we recommend you use our return portal so we can process your exchange when the courier confirms that they have the returned parcel in their possession meaning that you get your exchanged item up to 5 days quicker.
- We'll despatch your replacement order free of charge with standard delivery to UK and international addresses.
- Credit notes are valid for 18 months from the date of issue.
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Click HERE and select the return carrier of your choice.
BUNDLES / FREE GIFT RETURNS
- For a full refund, please ensure all items from the bundle deal or free gift promotion are returned.
- Partial bundle returns will be refunded pro rata.
- Free gifts must be returned with their parent product, in order to receive a full refund, otherwise the parent product will be refunded minus the free gift value.
- Free gifts are not refundable on their own.
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Click HERE and select the return carrier of your choice.
REFUNDS
- We'll refund your item via your original payment method.
- We try our best to process all refunds within 1 working day of receipt, however during busy periods allow 7 working days for your refund.
- When we've completed your refund, we'll send you an email to let you know.
- Please note: Gift wrapping is non-refundable.
- Any refunds will be made after goods have been received and inspected.
- Terms and Conditions apply.
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Click HERE and select the return carrier of your choice.
FAULTY ITEMS
- If you find a fault with your item, please contact our friendly customer service team HERE and they can help and advise the best way to deal with it.
- You can also contact our customer services team on 01274 530530.
- Our UK based customer service team are available to speak to Monday to Friday 9am until 5.30pm. (Excluding UK national holidays)
- Saturday opening times are 9am until 4:45pm. (We are closed on Sundays)
- Faulty items should be returned within a reasonable time and must be in a clean and dry condition.
- Please enclose all your details and a covering note explaining the fault and any other useful details.
- We'll try to get back to you within 1 working day of receipt of your parcel, although during busy periods this may take slightly longer.
- If you have a visible fault with your product please contact us HERE and attach an image of the product so we can advise on the next steps.
- Occasionally, if we're struggling to locate a fault, we may request a second opinion from the product manufacturer.
- Please note: If you attempt to repair the item your warranty will be voided meaning your product can no longer be returned.
- We are happy to offer store credit or replacement only if a faulty item is returned after six months.
- Your statutory rights are not affected.
CANCELLATIONS
- If you change your mind and decide not to go ahead with your order, you can cancel within 14 days from the date we receive your order.
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Click HERE and select the return carrier of your choice.
CANCELLATION BEFORE DISPATCH
- To cancel your order, we recommend that you contact us by phone as soon as you can after placing your order and we'll do our best to cancel your order before it's dispatched.
- If you are contacting us outside of business hours please email us at customerservice@sportsshoes.com and mark your email subject as: URGENT - CHANGE TO ORDER
CANCELLATION AFTER DISPATCH
- If you change your mind before your order has been despatched, you can cancel within 14 days from the date we receive your order.
- If you wish to cancel your order after dispatch, you'll need to wait until you receive your order and then follow our returns procedure HERE.
- Please note: Rejecting your order from the carrier will cause a delay in receiving your refund. Please accept the parcel and contact us to arrange a return.
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Click HERE and select the return carrier of your choice.
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Everything You Need To Know
GOT A QUESTION FOR US?
HOW CAN I PLACE AN ORDER?
At SportsShoes.com, it's our aim to make shopping with us as easy, convenient and as enjoyable as possible. You can order from us online or over the phone on +44 (0)1274 530530.
ORDERING ONLINE
- Shop safely and securely on our online store.
- Simply click the item you'd like to buy.
- Select your size and click Add to basket.
- Please note: In some cases you are only able to purchase one product per order on a new product launch. We reserve the right to cancel any multiple items or orders placed.
- Please note: Our brand partners reserve the right not to send their products outside of the European Union. If we cannot ship a product to your country you will be informed as such at checkout.
- When you're ready to complete your order, click Checkout.
- You will then be taken to our secure checkout where you'll be asked to fill in your address, delivery and payment details.
- After you've submitted your order, we'll confirm it by email.
ORDERING OVER THE PHONE
- If you prefer to order over the phone, call our Contact Centre on +44 (0)1274 530530 and our Customer Service Team will process your order quickly and efficiently.
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Calls are charged at standard national rate. Our fully trained team is also always on hand to provide expert knowledge and product advice if you need any help before ordering.
Our opening hours are:
Monday-Friday
9am - 5.30pm.
Saturdays
9am - 4.45pm
Sundays - Closed.
- Outside of these hours you can leave a message on our answering machines and we'll get back to you as soon as we're back in the office.
- Please note: We are closed on UK bank holidays.
WHAT IS THE CUT OFF POINT FOR SAME DAY DISPATCH?
- To make sure that we can dispatch your parcel the same day for Express Mainland UK delivery please place your order before 17:00 Monday to Friday.
- For Premium Mainland UK delivery please place your order before 17:30 Monday to Friday, or 15:00 for Saturday or Sunday deliveries.
CAN I CHANGE MY DELIVERY ADDRESS?
- Once you place an order, we cannot change the shipping address unless you have previously sent a parcel to the new address on our website before, this is a security measure to ensure your online safety.
- If the parcel is being sent to an incorrect address we would advise you to contact us as soon as possible.
- We would recommend to call us on +44 (0)1274 530 530 during open hours (9am to 5.30pm Monday to Friday or 9am to 4:45pm Saturday).
- After calling hours you can contact us via live chat Monday to Friday 5.30pm to 10pm.
- If you place an order to an incorrect shipping address on a Saturday evening or Sunday and we have not responded by 9am Monday please give us a call.
- Please send an email to customerservice@sportsshoes.com and mark the subject line as: URGENT - CHANGE OF SHIPPING ADDRESS.
- Once the parcel is shipped we cannot change the address.
CAN I CHANGE OR ADD TO AN ORDER?
- We will do our best to make any changes to your order provided that it hasn't been packed.
- If your are contacting us outside of business hours please email us at customerservice@sportsshoes.com and mark your email subject as: URGENT - CHANGE TO ORDER
WILL I RECEIVE AN ORDER CONFIRMATION?
- We will send an email confirmation. It's important that you check all the details carefully to make sure everything on your order is correct.
- If you have placed an order with PayPal please check your confirmation email to ensure your delivery address is correct.
- Your delivery address comes directly from PayPal so it is very important you ensure the address is correct before placing the order.
- We cannot be held responsible if the address provided is incorrect.
- If PayPal is the chosen payment method we cannot change your address due to their Seller Protection Policy.
- If you notice the address is incorrect please contact our friendly customer services team on +44 (0)1274 530530.
- If your are contacting us outside of business hours please email us at customerservice@sportsshoes.com and mark your email subject as: URGENT - CHANGE TO ORDER
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If paying by PPro, Giropay or Sofort, you will receive your order confirmation email after payment has been completed. This may take up to an hour after the order has been placed.
I'M TRYING TO ORDER ONLINE, BUT MY CREDIT/DEBIT CARD ISN'T BEING ACCEPTED
- First of all make sure that your billing details match the address where your card is registered to. If you're still having problems, give us a call and we'll try and find out what the problem is.
- Please note: Attempting to place your order too many times may result in your card issuer blocking your card which is out of our control.
HOW DO I KNOW IF I CAN ORDER SAFELY?
- We take your online security very seriously, using the latest technology to ensure the safe processing of your order.
- We use 128 bit secure SSL technology which ensures your personal and payment details are encrypted before they are sent to us.
WHAT PAYMENT METHODS DO YOU ACCEPT?
- Visa
- Mastercard
- Switch / Maestro
- American Express
- Electron
- Paypal
- PPro
- Sofor
- Giropay
- Klarna
DO YOU HAVE A PRIVACY POLICY?
- Yes, we respect your privacy and we're committed to maintaining it.
- For more information on our Privacy Policy click HERE and see our Terms & Conditions HERE.
WHAT IS THE SECURITY CHECK?
- Every order placed by credit or debit card undergoes a security check with your card issuer to ensure that the details we have match up to their records and that your card isn't being used fraudulently.
- In the event of non-authorisation by your card issuer, we'll contact you to let you know.
WHEN WILL MY CARD BE DEBITED?
- We debit your card when we're preparing your goods for despatch.
- If your goods aren't currently in stock, we won't debit your card until they arrive with us.
- If paying by PPro, Giropay or Sofort, payment for your order will be taken at checkout.
BANK TRANSFER
- For payments by bank transfer, orders will be despatched within one working day of receipt of payment.
- Please note: Payment transfers may take several days to clear.
- Please note: Payment must be received within 5 working days of your order being placed. Thereafter, if no payment is received, your order will be cancelled.
PRICING
DO YOU PRICE MATCH?
- Yes, Please take a look at the Price Beat section section HERE.
- If you've found one of our products elsewhere and want to apply for a Price Beat, please complete our Price Beat application form by following the Price Beat link for that item.
AVAILABILITY
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.
WHAT DOES "PRE-ORDER" MEAN?
- Where we're awaiting a new delivery of an ongoing product or where a new product is subject to a launch date, we'll give you the opportunity to pre-order and reserve your product before it arrives with us.
- In this instance we'll give the due date next to the product size and we won't charge you until it's despatched.
HOW RELIABLE ARE "DUE DATES"?
- Due dates are given on the basis of the manufacturers' estimated delivery dates.
- Many arrive well before this date, however, very occasionally some deliveries will arrive slightly later.
- In the event of your item being delayed beyond this date, we'll contact you to let you know.
PRODUCTS
ARE YOUR PRODUCTS DISPLAYED IN UK SIZES?
- Yes, we display all products in UK sizes and where possible we provide a US & EU conversion.
- Please note: Sizes can vary between brands due to differences in the manufacturing process, design, and materials used.
- Each brand may have their own unique sizing standards, which can result in variations in the actual size of a shoe or clothing, even if it is labelled with the same size as another brand.
- Brands often update their ranges meaning sizing can change with the release of a new model.
- We try our best to help you select the size you require by providing advice from our testers and sizing reviews from previous customers.
- Please note: The sizing advice is a suggestion. Everyone’s feet and body shape are different.
- We appreciate buying shoes and clothing online may not always result in the right size or style for you but we include free delivery on all exchanges meaning you will only pay delivery once, regardless of how many times you opt to exchange for a different size.
I'M NEW TO RUNNING AND NEED SOME HELP CHOOSING MY PRODUCT
- We've put expert tips and jargon busters on the website to help, visit our advice hubs HERE.
- Alternatively, feel free to give us a a call or send us an email and our expert team will help guide you.
- We have team members who are specially trained in a range of brands so if you are looking for something specific let us know and we can get you contacted to the correct person.
PROMOTIONS
- We offer seasonal deals and promotional discount codes on our promotions page.
- Visit our promotions page HERE.
- We reserve the right at any time, at our sole discretion and without notice to end, suspend, amend or add additional terms and conditions to any promotion.
- You may not use more than one promotion per order and promotions may not be used in conjunction with one another unless otherwise specified by us.
- This includes affiliate promotions or in association with cashback sites.
UNITED KINGDOM DELIVERIES
(INCLUDES CHANNEL ISLANDS, N.IRELAND, OUTER HEBRIDES)
EXPRESS DELIVERY - £4.99
- 2 working days when ordered before 5PM Monday-Friday.
- Bank holidays excluded.
- If ordering to a ParcelShop, your order must be under £300. Otherwise, please order to your home address.
PREMIUM DELIVERY - £6.99
- 1 working day when ordered before 5:30PM Monday-Friday.
- Bank holidays excluded.
- If ordering to a ParcelShop, your order must be under £300. Otherwise, please order to your home address.
WEEKDAY DELIVERY BEFORE 10:30AM - £22.99
- When ordered before 3PM Monday-Thursday.
- Bank holidays excluded.
- This delivery option only applies to orders sent to the mainland UK, not Highlands and Islands.
- ParcelShop delivery is not available for orders shipped via a timed service.
WEEKDAY DELIVERY BEFORE 12PM - £18.99
- When ordered before 3PM Monday-Thursday.
- Bank holidays excluded.
- This delivery option only applies to orders sent to the mainland UK, not Highlands and Islands.
- ParcelShop delivery is not available for orders shipped via a timed service.
SATURDAY DELIVERY- £9.99
- When ordered before 5:30PM Friday.
- Orders over £300 must be placed by 3PM Friday.
- If ordering to a ParcelShop, your order must be under £300. Otherwise, please order to your home address.
- This delivery option applies to orders sent to the mainland UK, Northern Ireland, Jersey and Guernsey, Isle of Man, Isle of Wight, Scottish Islands and Highlands, Shetlands, Orkney Islands, Sark, Herm and BFPO addresses, all up to a weight of 2kg.
SATURDAY BEFORE 10:30AM - £24.99
- When ordered before 3PM Friday.
- This delivery option only applies to orders sent to the mainland UK, not Highlands and Islands.
- ParcelShop delivery is not available for orders shipped via a timed service.
SATURDAY BEFORE 12PM - £21.99
- When ordered before 3PM Friday.
- This delivery option only applies to orders sent to the mainland UK, not Highlands and Islands.
- ParcelShop delivery is not available for orders shipped via a timed service.
SUNDAY DELIVERY - £9.99
- When ordered before 5:30PM Friday.
- Orders over £300 must be placed by 3PM Friday.
- If ordering to a ParcelShop, your order must be under £300. Otherwise, please order to your home address.
- This delivery option only applies to orders sent to the mainland UK and excludes bank holidays.
BROOKS EXPRESS DELIVERY - FREE
- 1-2 working days.
- When ordered before 3PM Monday-Friday.
- If your order includes both Brooks and Sportsshoes items, please note that the Brooks item will be delivered separately. This is because all Brooks items are fulfilled directly from their warehouse.
- Orders containing Brooks items cannot be shipped to a ParcelShop or post office.
- Please note: Brooks are responsible for delivering the item directly and any delays are beyond our control.
- Since Brooks fulfills the item(s), we are unable to offer gift wrapping for any Brooks products.
ADDITIONAL INFO
- Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.
- If you choose to have your order delivered to a ParcelShop, please ensure that the total order amount is below £300. Otherwise, it will not be eligible for delivery to a ParcelShop.
- Evri deliver between 08:00 and 20:00. Please check the opening hours of your chosen ParcelShop to prevent any delays.
- If you have a ParcelShop saved in your addresses, please do not select it. Instead, select the ParcelShop during step 2 of the checkout process. Using a saved ParcelShop address will cause the parcel to be rejected and returned to us.
- Delivery of parcels that have been requested to be gift wrapped can add an additional 24 working hours on to the estimated delivery time. Excludes bank holidays.
- During bank holidays delivery times may be extended.
- In the rare occurrence that your order is not delivered within the specified timeframe we will be happy to refund the difference between the postage you have paid against the amount we charge for premium delivery or express delivery.
- The delivery times shown apply to items we currently have in stock. If we don't currently have your item in stock there will be a date next to the "Add to Basket" button indicating the projected arrival date of the product.
- We make only one charge per order for delivery, even if we send you more than one parcel. So if some of your goods are in stock and some aren't, we'll send the ones that are straight away and the others as soon as they come in - but you’ll only pay once.
ALTERNATIVE DELIVERY ADDRESSES
- We can deliver parcels to alternative delivery addresses. If you are wanting the parcel delivered elsewhere, please specify the address accurately.
- If we're delivering to your workplace, this must be registered as a registered business.
- We can also send your order to a local parcelshop for you to collect.
- Please ensure you select “Evri Parcelshop” and type a postcode to find your nearest parcelshop.
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Please note: The parcelshop feature will not work unless you select the Evri parcelshop option. Otherwise, the carrier will return your order back to us.
WHERE IS MY ORDER?
UNITED KINGDOM DELIVERY
- We promise we'll do absolutely everything we can to ensure you receive your order within the timeframe specified.
- We work with our couriers who have a 97.8% accuracy for their 24 hour service and a 98% accuracy for their 48 hour service.
- All parcels are fully insured and if your parcel is lost or delayed, let us know and we'll act quickly to locate it and send a replacement.
- All claims for missing items or orders must be made within 21 days of the date of your order.
EXPRESS DELIVERY
- Please allow 3 working daysfrom the date of despatch before contacting us to chase a parcel.
- If your order hasn't arrived by 8pm on the third working day, please let us know.
- We'll then contact our courier to investigate and locate the parcel.
- Please note: The investigation can take up to 48 working hours to be completed from the date we contact the courier.
- Items are classed as missing in transit by our courier if they haven't been delivered within 7 days from the date of despatch.
- At this point we'll ensure replacements are sent to you immediately.
- Please note: In some cases we may ask you to complete a Lossage Form which will be sent to you via email.
- Delivery to the Scottish Islands and Highlands may take up to an additional 48 hours.
PREMIUM DELIVERY
- If your order hasn't arrived by 8pm the following working day, please let us know and we'll contact our courier to locate it.
- The investigation can take up to 48 working hours to be completed from the date we contact the courier.
- We'll send replacements immediately if our courier is unable to locate your parcel.
- In some cases we may ask you to complete a Lossage Form which will be sent to you via email.
INTERNATIONAL DELIVERIES
REST OF WORLD AND EUROPE DELIVERY- Items are classed as missing in transit by our couriers if they haven't arrived within 14 days from the date of despatch.
- If your order hasn't arrived by the delivery estimate given on your dispatch email, please let us know and we'll contact our courier to locate it.
- The investigation can take up to 48 working hours to be completed from the date we contact the courier.
- In some cases we may ask you to complete a Lossage Form which will be sent to you via email.
- If your order contains many multiple items there may be an additional charge. If an additional charge applies we will contact you in advance of product despatch.
- For any more enquiries regarding postage costs and/or destinations please email customerservice@sportsshoes.com
- During busy times and bank holidays, delivery times may be extended.
- Delivery of parcels that have been requested to be gift wrapped can add an additional 24 working hours on to estimated delivery time. Excludes bank holidays.
- Orders placed after 5.00pm will be despatched the next working day.
- For example, if you place your order after 5.00pm GMT on a Friday or over the weekend, we'll despatch it the following Monday.
- Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.
LOCAL AND IMPORT 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 Mainland (including Ireland) 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.
- All taxes and duties are included in the price for any order shipped to mainland EU. (Including Ireland)
- 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.
AVAILABILITY
- The delivery times shown apply to items we currently have in stock.
- If we don't currently have your item in stock there will be a date next to the "Add to Basket" button indicating the projected arrival date of the product.
YOU ONLY PAY ONCE
- We make only one charge per order for delivery, even if we send you more than one parcel.
- If some of your goods are in stock and some aren't, we'll send the ones that are straight away and the others as soon as they come in - but you only pay one delivery charge.
GIFT WRAPPING
- Delivery of parcels that have been requested to be gift wrapped adds an additional 24 working hours on to estimated delivery time.
- Excludes bank holidays.
VOUCHERS
- Not sure what to buy?
- You can purchase a Gift Voucher HERE for your loved ones for any of special occasions.
- Your voucher will be sent over to you via email within 1 working day.
INTRODUCING OUR INDUSTRY LEADING EXPRESS EXCHANGE SERVICE.
We process items returned to us for an exchange to make it as slick as possible and help you get the right item before it sells out! Instead of waiting for the item to come back to us to be processed, we will process your exchange when the courier confirms that they have the returned parcel in their possession meaning that you get your exchanged item up to 5 days quicker in busy periods!
RETURNS
- We understand that sometimes you'll need to return items to us and we've made this easy, fast and simple.
- We want you to love our products as much as we do, so if it doesn’t fit, you’ve had a change of heart, if it’s faulty or you just aren’t feeling it. No worries! We believe returns should be easy.
WE'LL EXCHANGE OR REFUND ALL ITEMS WHICH:
- Are returned to us within 100 days of receipt.
- The 100 days begins from the day your first order is delivered.
- Are returned to us in perfect condition, with their original packaging and with the labels attached.
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Click HERE and select the return carrier of your choice.
PLEASE NOTE:
- Footwear should be tried on a clean, soft surface to avoid scuffing the soles. Any unclean or scuffed items will be returned to you.
- Clothing must be returned in an unworn, fragrance-free condition with labels attached. Any marked items or that smell of fragrance will be returned to you.
- Clothing must be returned in its original packaging and shoes must be returned in their original box.
- If we receive your return in an unsatisfactory condition we reserve the right to return the product back to you.
- If you receive an imperfect item please contact us HERE.
- If you wear the item or attempt to repair it your warranty will be voided meaning your product can no longer be returned.
- For health and hygiene reasons, we are unable to accept the return of underwear and swimwear that has been worn.
- Store credit from a Brooks item must be used to buy another Brooks item. The new purchase does not have to be identical, but it must be exchanged for a Brooks product.
- Any leftover credit from a non-Brooks item cannot be used towards a Brooks item.
- 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.
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Sportsshoes.com is not responsible for returned goods lost in transit if you have not used our returns portal.
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We recommend you use our return portal so we can process your exchange when the courier confirms that they have the returned parcel in their possession meaning that you get your exchanged item up to 5 days quicker.
-
If you do not used our return portal it’s important to ensure that you return goods on a postal service with adequate insurance should you need to make a claim.
- Your statutory rights are not affected.
-
Click HERE and select the return carrier of your choice.
HOW TO RETURN & HELPFUL INFO
1. Initiate Your Return
- Click HERE and select the return carrier of your choice.
- For faulty items, contact our customer service team HERE first to ensure insurance coverage.
- For Garmin/Coros/Brooks products, contact our customer service team HERE first to ensure insurance coverage.
2. Exchange Shipping
- Your exchange will be sent postage-free once the courier confirms possession of your return.
3. High-Value Returns (£300+)
- Contact us HERE to arrange insurance; additional charges may apply. Without this, we cannot guarantee a replacement or refund if the item is lost.
4. Reference Number
- Found on the address label or your dispatch email.
5. ParcelShops
- Use the parcelshop postcode for returns; otherwise, the return won't be recognised.
6. ZigZag Returns
- For items under 15kg or international parcels:
- Securely pack your parcel (preferably in original packaging).
- Clothing must be in original packaging; shoes must be in their box.
- Print the label within 5 days.
7. Royal Mail limits
- Max 3 pairs of shoes or 2 pairs of walking boots.
8. Multiple Orders
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Do not return multiple orders in one parcel. Insurance only covers items selected via the returns portal.
RETURN PORTAL DEMO
EXCHANGES
- When returning your item through our return portal, please remember to state the product code and size of your replacement(s) as seen in the image below.
- If you are not returning through our portal please remember to include your order number, product code and size of your replacements inside of the parcel.
- Your product code can be found on your confirmation email or if you select the item on the website it is in the URL after the word “Product”
- Example: https://www.sportsshoes.com/product/hst1381/higher-state-freedom-running-socklet-%285-pack%29-%7E-ss22/#sku-hst1396
- Product code = HST1381
- If we offer a return service to your country we recommend you use our return portal so we can process your exchange when the courier confirms that they have the returned parcel in their possession meaning that you get your exchanged item up to 5 days quicker.
- We'll despatch your replacement order free of charge with standard delivery to UK and international addresses.
- Credit notes are valid for 18 months from the date of issue.
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Click HERE and select the return carrier of your choice.
BUNDLES / FREE GIFT RETURNS
- For a full refund, please ensure all items from the bundle deal or free gift promotion are returned.
- Partial bundle returns will be refunded pro rata.
- Free gifts must be returned with their parent product, in order to receive a full refund, otherwise the parent product will be refunded minus the free gift value.
- Free gifts are not refundable on their own.
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Click HERE and select the return carrier of your choice.
REFUNDS
- We'll refund your item via your original payment method.
- We try our best to process all refunds within 1 working day of receipt, however during busy periods allow 7 working days for your refund.
- When we've completed your refund, we'll send you an email to let you know.
- Please note: Gift wrapping is non-refundable.
- Any refunds will be made after goods have been received and inspected.
- Terms and Conditions apply.
-
Click HERE and select the return carrier of your choice.
FAULTY ITEMS
- If you find a fault with your item, please contact our friendly customer service team HERE and they can help and advise the best way to deal with it.
- You can also contact our customer services team on 01274 530530.
- Our UK based customer service team are available to speak to Monday to Friday 9am until 5.30pm. (Excluding UK national holidays)
- Saturday opening times are 9am until 4:45pm. (We are closed on Sundays)
- Faulty items should be returned within a reasonable time and must be in a clean and dry condition.
- Please enclose all your details and a covering note explaining the fault and any other useful details.
- We'll try to get back to you within 1 working day of receipt of your parcel, although during busy periods this may take slightly longer.
- If you have a visible fault with your product please contact us HERE and attach an image of the product so we can advise on the next steps.
- Occasionally, if we're struggling to locate a fault, we may request a second opinion from the product manufacturer.
- Please note: If you attempt to repair the item your warranty will be voided meaning your product can no longer be returned.
- We are happy to offer store credit or replacement only if a faulty item is returned after six months.
- Your statutory rights are not affected.
CANCELLATIONS
- If you change your mind and decide not to go ahead with your order, you can cancel within 14 days from the date we receive your order.
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Click HERE and select the return carrier of your choice.
CANCELLATION BEFORE DISPATCH
- To cancel your order, we recommend that you contact us by phone as soon as you can after placing your order and we'll do our best to cancel your order before it's dispatched.
- If you are contacting us outside of business hours please email us at customerservice@sportsshoes.com and mark your email subject as: URGENT - CHANGE TO ORDER
CANCELLATION AFTER DISPATCH
- If you change your mind before your order has been despatched, you can cancel within 14 days from the date we receive your order.
- If you wish to cancel your order after dispatch, you'll need to wait until you receive your order and then follow our returns procedure HERE.
- Please note: Rejecting your order from the carrier will cause a delay in receiving your refund. Please accept the parcel and contact us to arrange a return.
-
Click HERE and select the return carrier of your choice.
MANUFACTURER WARRANTIES
- We work alongside our suppliers to honour the warranty set by the manufacturer.
- Some manufacturers prefer to conduct a physical assessment of the fault themselves.
- All warranty claims for Garmin and Coros items must be returned to the manufacturer. For more information on how to proceed with a warranty claim with Garmin and Coros items, please click HERE.
- If you need to submit a warranty claim for one of the following suppliers, we ask kindly that you contact the manufacturer directly.
Mountain King (repairs@mountainking.co.uk)
Black Diamond (https://warranty.bdel.com/CreateCase/StepOne)
Dolomite Gore-Tex (https://www.gore-tex.com/en_uk/support/guarantee-and-returns)
- If you need to submit a warranty claim for one of the following suppliers, we ask that you contact at customerservice@sportsshoes.com with a description of your claim and images.
Buffalo
Ultimate Direction
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Our customer service team will then advise if a return is required, and we will send your product to the manufacturer to confirm the fault.
WE ARE A COMMUNITY
- Running and fitness is a community – and we want you to continue to feel a part of it.
- There has never been a more important time to stay and fit and healthy and we’d like to invite you to join us on our advice hubs and social channels for our #NoFunStandingStill AT HOME initiative –a series of livestreams, articles, bespoke workouts, tips and advice brought to you by our network of athletes, personal trainers and nutritionists.
- You can find out more HERE and also on our social channels, such as Facebook, Youtube, Twitter and Instagram.
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