Please fill in the requested information below to submit your form.
On some occasions, the issue can be resolved without having to cancel the order, such as by changing items or sizes. Please state if you wish to amend your order so our team can best assist you. If your order has already been prepared for dispatch, we're not able to make any changes at this stage. Once your parcel arrives, you can easily return it using this link: https://sportsshoes.returns.international/
If your order has already been prepared for dispatch, we're not able to make any changes at this stage. Once your parcel arrives, you can easily return it using this link: https://sportsshoes.returns.international/ We don't have the facility to add to orders; however, if you place a new order and provide us with both order numbers, we'll be more than happy to reimburse one of the shipping costs if you've been charged twice. The orders must be placed on the same day.
Our warranty starts from the original delivery date. Any replacement items do not reset or extend this period; it continues from the first order’s delivery date. GoreTex Products: If you believe your GORE-TEX item has failed, please check our care guides below first, as the information there may help resolve the issue without the need to return the item to us. https://support.sportsshoes.com/hc/en-gb/articles/19504383933458-Gore-Tex-Failing https://support.sportsshoes.com/hc/en-gb/articles/19516402406290-Jacket-No-Longer-Waterproof
There is no need to let us know if you wish to make a return. Our industry-leading returns service can be found here: https://www.sportsshoes.com/support/delivery-and-returns. Please generate your return label using your order number. You’ll also need to enter the delivery postcode used on your order. If your order was shipped to a parcel shop, the parcel shop postcode is required (This can be located on your order confirmation email). 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.
To help us get a better understanding of the issue you are reporting, please kindly provide: 1) Images of the issue you’re experiencing with the item. 2) A photo of the item's labels. 3) An image of the box/packaging and any labels attached, including the barcode. 4) An image showing an overview of the product received.
Please ensure that the item(s) in your basket are within our current in-season range. Please also note that 'Brooks' items are excluded from discounts. In addition, some other products are excluded from discounts and promotions. Any applicable exclusions can be found on the product page, located underneath the ‘Add to Bag’ button. Please be aware that only one promotion can be used per order, and promotions cannot be used in conjunction with one another unless otherwise stated.
If you are experiencing issues applying your Vitality entitlement discount, please attempt the following troubleshoots: 1) Remove all items from your basket – Ensure your basket is completely empty before proceeding. 2) Unlink and log out of your Sportsshoes.com account – This will refresh your session. 3) Clear your browser’s history, cache, and cookies – This step is important to eliminate any stored data that could be causing the issue.
Please note: If you return an order placed using a gift voucher as a payment method, the refund will be allocated to the same gift voucher number once your return is processed.
Please enter your 8-digit order number so our customer service team can assist you. Your order number will begin with “1 or 2” and can be found in your order confirmation email.
This is the postcode for the delivery address associated with your order. If your parcel was delivered to a parcel shop, the postcode must match that of the selected location. You can find this information in your order confirmation email.
Please provide a link to the item that you wish to enquire about. If not possible, please provide a description.
Please select the date of your last tracking update.
Please enter the full shipping address that your order was shipped to, including postcode. If you wish for a replacement to be sent if the order is deemed lost, please inform our Delivery Support Team of any address changes as soon as possible.
Due to our Vitality & Brooks partnership policies, orders placed with a Vitality discount or a Brooks product can only be refunded. Once your Vitality refund is processed, you’ll receive a new code to reorder.
Carrier info: Orders can only have the carrier changed if the delivery address is in the UK. Parcelshop deliveries are only available with Evri. If you’d like to use a different carrier, we'll need to change the delivery address from the parcel shop to your billing address.
Please provide a reason why you wish for a replacement to be sent using a different carrier.
Please provide a copy of your return receipt, handed by the carrier at drop-off, if you are requesting a status update on your return.
We’re constantly updating our selection, with new stock being refreshed to ensure we provide the latest and best options available. Click here to view our in-season range of eligible products: https://www.sportsshoes.com/products/vitality/in-season/running/shoes. Click here to view our outlet range applicable for a 15% discount: https://www.sportsshoes.com/products/sale.
Please enter your promotional code here
Our Vitality Team can search your membership internally to support account issues.
If your item doesn't have a fault, and was placed within the last 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 after 6 months: 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.
Please note: 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 it by going to our returns page.
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. 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.
E.g. Road Running, Trail Running, Race, Hyrox, Gym, Hike, Swimming, General Use. What's not covered under warranty: Consumables, Wear & Tear, Cosmetic Damage, Accidental Damage, Use Outside Intended Purpose / Failure to Follow Care Instructions. For specific examples, please refer to the link here: https://support.sportsshoes.com/hc/en-gb/articles/34160527163026-Your-Return-Rights
Please enter relevant information to support your warranty issue. To help resolve this as quickly as possible, please also provide images of: The issue with the product & the sole from different angles of both shoes or affected areas (e.g., seams, fabric, or stitching) from different angles if apparel.
Please enter the details of your request. A member of our support staff will respond as soon as possible.