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.
• 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.

• Sportsshoes.com is not responsible for returned goods lost 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.

• 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

• 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.
• 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.
• 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.
• 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.