START YOUR RETURN

• Getting started is easy. Simply follow the instructions below based on how you placed your order.
• Ordered using a SportsShoes account? Log in to My Account, find your order and select the three dots next to it to start your return.
• Checked out as a guest? Use our ZigZag Returns Portal to locate and begin your return.
• Looking to exchange an item? Visit our Industry Leading Exchange Service for available options.
• Need more help? Visit our Returns Videos below for answers to common questions.
• Before starting your return, please take a moment to read our Returns Policy to make sure your items are eligible.
   

INTRODUCING OUR INDUSTRY LEADING EXPRESS EXCHANGE SERVICE

• We process exchanges as soon as the courier confirms receipt of your return, so your replacement can be dispatched without waiting for it to arrive at our warehouse. This means you could receive your new item up to 5 days sooner during busy periods, reducing the risk of it selling out.

OUR RETURNS POLICY

• We want you to shop with confidence. If your item isn't the right fit or you've changed your mind, we've made our returns process quick, simple, and hassle-free to get everything sorted as easily as possible.
• 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.
• The 100 days begins from the day your first item is delivered.

           IMPORTANT INFORMATION

• Before returning your order, please read the information below. It contains important details that may affect your return or exchange request.
• We recommend using our returns portal, as it allows us to process your exchange as soon as the courier confirms they have received your return. This means your replacement item can be dispatched up to 5 days sooner.
   
• Please note that if you choose not to use our returns portal, Sportsshoes.com cannot accept responsibility for returned goods that are lost or damaged in transit.
• High-Value Returns (£300+): Please Contact us HERE to arrange insurance; additional charges may apply. Without this, we cannot guarantee a replacement or refund if the item is lost.
• Royal Mail accepts a maximum of 2 pairs of shoes or 1 pair of walking boots per parcel.
• Please do not return multiple orders in one parcel. Insurance only covers items selected via the returns portal.
• For faulty items, contact our customer service team HERE first to ensure insurance coverage.
• Please try on footwear on a clean, soft surface to avoid scuffing the soles, and return it in its original box with labels attached. Scuffed or unclean footwear will be returned to you.
• Clothing must be returned unworn, fragrance-free, with all labels attached and in its original packaging. Items that are marked, worn, or carry a fragrance will be returned to you.
• If you receive an imperfect item, please contact our Customer Service team HERE as soon as you notice the issue.
• 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 EXCHANGE FOR THE SAME PRODUCT IN A DIFFERENT SIZE

• To exchange for a different size, select "Exchange" from the dropdown menu. You will then be prompted to choose the size you would like, as shown in the images below.
• Once the courier confirms receipt of your return, your replacement order will be dispatched with free Standard+48 delivery.

• The images below show how to request an exchange.

  
   

   

  
  HOW TO EXCHANGE FOR A DIFFERENT PRODUCT

• On our returns portal, you can choose a different size if you wish to exchange your item, but it isn’t possible to swap it for a completely different product.
• If you’d like to exchange for another item, you can instead select a gift card as your refund method.
• Your gift card will include additional credit to cover the cost of Standard+48 delivery on your replacement order.

• The images below show how to request and redeem a gift. 
  
  
  

  
  
   

• Your gift card will be issued via email as soon as the carrier confirms your return is on its way back to us.
• Gift cards expire 12 months after the date they are issued.
• Sportsshoes.com is not responsible for returned goods lost or damaged in transit if you have not used our returns portal.

• 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.

  HOW TO RETURN THROUGH YOUR SPORTSSHOES ACCOUNT

  To return your order, visit your account page HERE , select the order you'd like to return by clicking the three dots, then select "Create a return." You'll then be taken to our returns portal, where you can choose your preferred return carrier. 

  HOW TO RETURN WITHOUT A SPORTSSHOES ACCOUNT

  If you checked out as a guest, you won't be able to log in to an account. Please select the "Arrange Your Return Here" button below to choose your preferred return carrier. 

   

  • Guest customers will need to enter their order number manually, which can be found on the address label or in their dispatch email. 
  • You'll also need to enter the postcode for your delivery address. If your order was delivered to a ParcelShop, enter the ParcelShop postcode instead, otherwise your return won't be recognised. 
  • You can find your ParcelShop postcode in your order confirmation email. 
  • We recommend using our returns portal, as it allows us to process your exchange as soon as the courier confirms they have received your return. This means your replacement item can be dispatched up to 5 days sooner. 
  • Please note that if you choose not to use our returns portal, Sportsshoes.com cannot accept responsibility for returned goods that are lost or damaged in transit. 

HOW TO SELECT AND USE A SPORTSSHOES GIFT CARD

• If you'd like to exchange your item but haven't decided what you'd like just yet, you can choose to receive a SportsShoes gift card instead.
• Once the carrier confirms receipt of your return, you’ll receive a gift card for the value of the item(s) returned via email and will include additional credit to cover the cost of Standard+48 delivery on your replacement order.
• Gift cards expire 12 months after the date they are issued.

• The images below show how to request and redeem a gift card.

  
  
   

  

   REFUNDS

• We'll refund your item via your original payment method provided that the order has been returned within 100 days and is returned to us in perfect condition, with their original packaging and with the labels attached.
• If you return an order for a refund, a return label fee will be deducted from your refund. This fee is charged per return label, not per item. If multiple items from the same order are returned using one label, only one fee applies.
• If you return additional items from the same order separately using a new return label, the cost of that additional return label will be deducted from your refund for that return.
• We try our best to process all refunds within 2 working days 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.
• You can choose to receive a refund via a SportsShoes gift card.
• Once the carrier confirms receipt of your return, you’ll receive a gift card for the value of the item(s) returned via email and will include additional credit to cover the cost of delivery on your replacement order.

• The images below show how to request and redeem a gift card.

  
  
    

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 note that if you choose not to use our returns portal, Sportsshoes.com cannot accept responsibility for returned goods that are lost or damaged in transit.
• 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 24 working hours 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 unable to identify a fault, we may seek a second opinion from the product manufacturer, which can extend the assessment process.
• 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.
• 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.