INTRODUCING OUR NEW INDUSTRY LEADING EXPRESS EXCHANGE SERVICE.

 

We have recently changed the way that 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.

 

Are returned to us in perfect condition, with their original packaging and with the labels attached.

 

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.

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 on customerservice@sportsshoes.com.

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.

Your statutory rights are not affected.

HOW TO RETURN

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 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.

Arrange your return below.

 

If your return has an order value of over £300 please contact us so we arrange adequate insurance. 

Failure to contact us means 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.

For faulty items or any Garmin or Coros items, 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.

We will send your EXCHANGE postage free when the courier confirms that they have the returned parcel in their possession.

Your reference number can be found on the address label which is attached to the front of your parcel and on your dispatch confirmation email.

If your item is under 15kg, you can now return online through ZigZag in a few simple steps.

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

You'll need access to a printer to obtain a label for your parcel. Please use the label within 5 days.

Please note you can use ZigZag collections for all international parcels, regardless of original courier.

Please note: All returned items must be returned on a duty paid service. Any items returned via the duty unpaid option will not be accepted.

Please note: Returning multiple orders in one parcel will not insure you fully, you will only be insured for the items you have selected on the returns portal.

To ensure your order is returned on a duty paid service, arrange your return HERE. If you choose not to follow this link you are responsible for any duty costs that may occur or if your parcel is refused.

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/

 

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 to UK and international addresses.

 

Credit notes are valid for 18 months from the date of issue.

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.

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.

FAULTY ITEMS

If you find a fault with your item, please contact our friendly customer services team on +44 (0)1274 530 530 or e-mail customerservice@sportsshoes.com who can help and advise the best way to deal with it.

 

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 email a photo to customerservice@sportsshoes.com 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.

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.

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.