• 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.

  UNSUITABLE SIZING

  • Sizes can differ between brands due to variations in design, materials, and manufacturing, and new models may also fit slightly differently.
  • Our sizing guidance is intended as a helpful reference, but everyone’s feet and body shape are unique. If an item doesn’t fit, this is not considered a manufacturing fault.

  • However, provided the item is in a resalable condition, we are happy to accept it back, For example: No scuffing or dirt on soles, items are fragrance-free, and all items are returned in their original packaging with labels attached, you’re welcome to return.

    UNSUITABLE ORDERS PLACED WITHIN 14 DAYS

    • You can cancel your online order within 14 days of receiving it. To qualify for a full refund, please return items in a condition that allows them to be resold.
    • This is in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
    • Footwear should be tried on a clean, soft surface to avoid scuffing the soles. Any unclean or scuffed items may 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 may be returned to you.

  ORDERS PLACED OVER 6 MONTHS AGO

  • If your order was placed over 6 months ago, under the Consumer Rights Act 2015, we may ask for evidence that the fault was present when the item was purchased. Customers may be entitled to a repair, replacement or credit note if an item is faulty.
  • Our warranty period begins from the date your original order is delivered. If a replacement item is issued, the warranty does not restart or extend from the date of the replacement. Instead, it continues from the original delivery date of the first order.
  • This approach ensures fairness and consistency across all orders, and aligns with standard retail practices.
  • The warranty is tied to the original purchase, not individual replacements, which prevents the warranty period from being unintentionally extended through multiple replacements of the same item.
  • If you’re experiencing an issue, we’ll always assess it in line with your original purchase date and do our best to provide a fair resolution.

MANUFACTURER WARRANTIES

• Some brands prefer to assess faults directly under their manufacturer's warranty.
• If your item is from one of the brands below, please contact the manufacturer to arrange an evaluation:
  Black Diamond, Coros, Dolomite (GORE-TEX items only), Garmin, Hydrapak, Mountain King.
• 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.
• Most of our brands offer a 1-year warranty. Some brands may offer longer or lifetime warranties, but lifetime warranties are provided directly by the brand, not by us as the retailer.
• If your item is outside our retailer's warranty period, the brand may still be able to help if you contact them directly.
• 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

• 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.
  
  

  WHAT'S NOT COVERED UNDER WARRANTY

  Consumables

  • Energy bars, gels, and drinks. 

  Wear & Tear

  • Laces that have weakened or frayed over time with regular use, tying, and tightening.
  • Heel lining wear (e.g. rubbing away)
  • Minor fraying or thinning of materials

  Cosmetic Damage

  • Light scratches or scuffs to the sole or upper (including toe scuffs from general use)
  • Discolouration from water, sweat, or outdoor conditions, including colours fading over time
  • Small surface scratches on overlays

  Accidental Damage

  • Tears to mesh or materials caused by sharp objects
  • Damage to the sole or upper from impact with hard surfaces
  • Material deterioration due to chemicals or cleaning products
  • Damage caused by external equipment (e.g. bikes, gym machinery)

  Use Outside Intended Purpose / Failure to Follow Care Instructions

  • Footwear not used for its intended purpose (e.g. road running shoes used on rocky terrain, or for sports such as football or rugby etc.)
  • Use of inappropriate footwear for specific activities (e.g. running shoes used for heavy weightlifting, where footwear is not designed for this purpose)
  • Failure to follow care instructions