GOT A QUESTION FOR US?

HOW CAN I PLACE AN ORDER?

At SportsShoes.com, it's our aim to make shopping with us as easy, convenient and as enjoyable as possible. You can order from us online or over the phone.

ORDERING ONLINE

Shop safely and securely on our online store.

• Simply click the item you'd like to buy.

• Select your size and click Add to basket.

• Please note: In some cases you are only able to purchase one product per order on a new product launch. We reserve the right to cancel any multiple items or orders placed.

• Please note: Our brand partners reserve the right not to send their products outside of the European Union. If we cannot ship a product to your country you will be informed as such at checkout.

• When you're ready to complete your order, click Checkout.

• You will then be taken to our secure checkout where you'll be asked to fill in your address, delivery and payment details.

• After you've submitted your order, we'll confirm it by email.
  

ORDERING OVER THE PHONE

If you prefer to order over the phone, give us a call on 01274 530530 and our Customer Service Team will process your order quickly and efficiently. Calls are charged at standard national rate.

Our fully trained team is also always on hand to provide expert knowledge and product advice if you need any help before ordering.

Our opening hours are:

Monday-Friday - 9am - 5.30pm.
Saturdays - 9am - 4.45pm (Live Chat only)
Sundays - Closed.

Outside of these hours you can leave a message on our answering machines and we'll get back to you as soon as we're back in the office.

Please note: We are closed on UK bank holidays.

WHAT IS THE CUT OFF POINT FOR SAME DAY DISPATCH?

To make sure that we can dispatch your parcel the same day for Standard Mainland UK delivery please place your order before 17:00 Monday to Friday. For Express Mainland UK delivery please place your order before 17:30 Monday to Friday, or 15:00 for Saturday or Sunday deliveries.

CAN I CHANGE OR ADD TO AN ORDER?

While we are not able to guarantee that we can make changes to your order once submitted, we will do our best to do so provided your order has not been packed.

If your are contacting us outside of business hours please email us at customerservice@sportsshoes.com and mark your email subject as: URGENT - CHANGE TO ORDER

WILL I RECEIVE AN ORDER CONFIRMATION?

We will send an email confirmation. It's important that you check all the details carefully to make sure everything on your order is correct.

If you have placed an order with PayPal please check your confirmation email to ensure your delivery address is correct.

Your delivery address comes directly from PayPal so it is very important you ensure the address is correct before placing the order.

We cannot be held responsible if the address provided is incorrect.

If PayPal is the chosen payment method we cannot change your address due to their Seller Protection Policy.

If you notice the address is incorrect please contact our friendly customer services team on 01274 530530. If your are contacting us outside of business hours please email us at customerservice@sportsshoes.com and mark your email subject as: URGENT - CHANGE TO ORDER

If paying by PPro, Giropay or Sofort, you will receive your order confirmation email after payment has been completed. This may take up to an hour after the order has been placed

I'M TRYING TO ORDER ONLINE, BUT MY CREDIT/DEBIT CARD ISN'T BEING ACCEPTED

First of all make sure that your billing details match the address where your card is registered to. If you're still having problems, give us a call and we'll try and find out what the problem is.

Please note: Attempting to place your order too many times may result in your card issuer blocking your card which is out of our control.

HOW DO I KNOW IF I CAN ORDER SAFELY?

We take your online security very seriously, using the latest technology to ensure the safe processing of your order. We use 128 bit secure SSL technology which ensures your personal and payment details are encrypted before they are sent to us.

WHAT PAYMENT METHODS DO YOU ACCEPT?

• Visa

• Mastercard

• Switch / Maestro

• American Express

• Electron

• Paypal

• PPro

• Sofor

• Giropay

• Klarna
  

DO YOU HAVE A PRIVACY POLICY?

Yes, we respect your privacy and we're committed to maintaining it. For more information on our Privacy Policy see our Terms and Conditions.

CANCELLING 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

CANCELLING 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.

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.

WHAT IS THE SECURITY CHECK?

Every order placed by credit or debit card undergoes a security check with your card issuer to ensure that the details we have match up to their records and that your card isn't being used fraudulently. In the event of non-authorisation by your card issuer, we'll contact you to let you know.

WHEN WILL MY CARD BE DEBITED?

We debit your card when we're preparing your goods for despatch. If your goods aren't currently in stock, we won't debit your card until they arrive with us. If paying by PPro, Giropay or Sofort, payment for your order will be taken at checkout.

BANK TRANSFER

For payments by bank transfer, orders will be despatched within one working day of receipt of payment (please note, payment transfers may take several days to clear). Please note that payment must be received within 5 working days of your order being placed. Thereafter, if no payment is received, your order will be cancelled.

PRICING

DO YOU PRICE MATCH?

Yes, Please take a look at the Price Beat section in our terms and conditions for more info.

If you've found one of our products elsewhere and want to apply for a Price Beat, please complete our Price Beat application form by following the Price Beat link for that item.

AVAILABILITY

HOW RELIABLE IS PRODUCT AVAILABILITY?

Our website automatically updates each time an item is sold, so you can be confident that if an item is displayed on the site, it's highly unlikely it won't be in stock. In the very rare event that your product isn't in stock, we'll contact you immediately.

WHAT DOES "PRE-ORDER" MEAN?

Where we're awaiting a new delivery of an ongoing product or where a new product is subject to a launch date, we'll give you the opportunity to pre-order and reserve your product before it arrives with us. In this instance we'll give the due date next to the product size and we won't charge you until it's despatched.

HOW RELIABLE ARE "DUE DATES"?

Due dates are given on the basis of the manufacturers' estimated delivery dates. Many arrive well before this date, however, very occasionally some deliveries will arrive slightly later. In the event of your item being delayed beyond this date, we'll contact you to let you know.

PRODUCTS

ARE YOUR PRODUCTS DISPLAYED IN UK SIZES?

Yes, we display all products in UK sizes and where possible we provide a US & EU conversion.

Please note: Sizes can vary between brands due to differences in the manufacturing process, design, and materials used. Each brand may have their own unique sizing standards, which can result in variations in the actual size of a shoe or clothing, even if it is labelled with the same size as another brand.

Brands often update their ranges meaning sizing can change with the release of a new model.

We try our best to help you select the size you require by providing advice from our testers and sizing reviews from previous customers.

Please note: The sizing advice is a suggestion. Everyone’s feet and body shape are different.

We appreciate buying shoes and clothing online may not always result in the right size or style for you but we include free delivery on all exchanges meaning you will only pay delivery once, regardless of how many times you opt to exchange for a different size.

I'M NEW TO RUNNING AND NEED SOME HELP CHOOSING MY PRODUCT

We've put expert tips and jargon busters on the website to help, visit our advice hubs here.

Alternatively, feel free to give us a a call or send us an email and our expert team will help guide you.

PROMOTIONS

We offer seasonal deals and promotional discount codes on our promotions page.

Visit our promotions page here.

We reserve the right at any time, at our sole discretion and without notice to end, suspend, amend or add additional terms and conditions to any promotion. You may not use more than one promotion per order and promotions may not be used in conjunction with one another unless otherwise specified by us. This includes affiliate promotions or in association with cashback sites.

UNITED KINGDOM DELIVERIES

(INCLUDES CHANNEL ISLANDS, N.IRELAND, OUTER HEBRIDES)

EXPRESS DELIVERY

• UK Express £4.99

• 48 working hours when placed before 17:00 Monday - Friday.

• Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.

• Please note: Delivery of parcels that have been requested to be gift wrapped can add an additional 24 working hours to estimated delivery time. Excludes bank holidays.

• Please note: If you choose to have your order delivered to a parcelshop, please ensure that the total order amount is below £300. Otherwise, it will not be eligible for delivery to a parcelshop.
  

PREMIUM DELIVERY

• UK Premium £6.99

• Next working day provided the order is placed before 17:30 Monday to Friday.

• Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.

• Please note: Delivery of parcels that have been requested to be gift wrapped can add an additional 24 working hours to estimated delivery time. Excludes bank holidays.

• Please note: If you choose to have your order delivered to a parcelshop, please ensure that the total order amount is below £300. Otherwise, it will not be eligible for delivery to a parcelshop.
  

All express orders placed before 5:00pm GMT Monday to Friday will be despatched that day. Orders placed after 5.00pm will be despatched the next working day. For example, if you place your order after 5.00pm GMT on a Friday or over the weekend, we'll despatch it the following Monday.

Any premium orders placed after 5:30pm GMT on Friday will be despatched the following week.

TIMED WEEKDAY DELIVERY

• (BEFORE 10.30AM) £22.99
  When ordered before 3PM Monday-Thursday

• (BEFORE 12PM) £18.99
  When ordered before 3PM Monday-Thursday

TIMED WEEKDAY DELIVERY - ADDITIONAL INFO

• This delivery option only applies to orders sent to the mainland UK, not Highlands and Islands.

• Please note: In the rare occurrence that your order is not delivered within the specified timeframe we will be happy to refund the difference between the postage you have paid against the amount we charge for premium delivery.

• Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.

BROOKS EXPRESS DELIVERY

• Free Shipping!

• 1-2 working days provided order is placed before 3PM Monday to Friday.

• If your order includes both Brooks and Sportsshoes items, please note that the Brooks item will be delivered separately. This is because all Brooks items are fulfilled directly from their warehouse.

• Please note: Orders that include Brooks items cannot be delivered to a parcel shop or post office.

• Please note: Brooks are responsible for delivering the item directly, and any delays are beyond our control.

• Any orders placed after 15:00pm GMT on Friday will be despatched the following week.

SATURDAY & SUNDAY DELIVERIES

ALL DAY SATURDAY DELIVERY £9.99

Order will arrive between 9am and 6pm.

SATURDAY (BEFORE 10.30AM) £22.99

Order will arrive before 10.30am.

SATURDAY (BEFORE 12PM) £18.99

Order will arrive before 12pm.

TIMED SATURDAY DELIVERY

• This delivery option only applies to orders sent to the mainland UK, not Highlands and Islands.

• Please note: In the rare occurrence that your order is not delivered within the specified timeframe we will be happy to refund the difference between the postage you have paid against the amount we charge for express delivery.

• Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.

ALL DAY SATURDAY DELIVERY

• This delivery option applies to orders sent to the mainland UK, Northern Ireland, Jersey and Guernsey, Isle of Man, Isle of Wight, Scottish Islands and Highlands, Shetlands, Orkney Islands, Sark, Herm and BFPO addresses, all up to a weight of 2kg.

• Please note: In the rare occurrence that your order is not delivered within the specified timeframe we will be happy to refund the difference between the postage you have paid against the amount we charge for express delivery.

• Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.

SUNDAY DELIVERY £9.99

• Order will arrive between 9am and 6pm.

• Orders must be placed before 3pm on Friday to guarantee Saturday or Sunday delivery.

• Orders placed after 3pm on Friday will be delivered on the Saturday/Sunday of the following week.

SUNDAY DELIVERY - ADDITIONAL INFO

• This delivery option only applies to orders sent to the mainland UK, not Highlands and Islands.
  Bank holidays excluded.

• Please note: In the rare occurrence that your order is not delivered within the premium, Saturday or Sunday delivery timeframe we will be happy to refund the difference between the postage you have paid against the amount we charge for express delivery.

• Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.

INTERNATIONAL DELIVERIES

The following prices apply for when paying in GBP(£)

EUROPE ZONE 1 - £7.99

Ireland 3-5 working days.

Mainland France 2-4 working days.

Germany 2-4 working days.

Italy 5-7 working days.

Mainland Spain 4-6 working days.

EUROPE ZONE 2 (REST OF EUROPE) - £7.99 

10-14 working days.

USA - £12.00

7-10 working days.

AUSTRALIA - £15.00

7-10 working days.

REST OF THE WORLD -  £15.00

10-14 working days.

Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.

Please note: Multiple items may incur additional delivery charges. These will be applied at checkout or you will be contacted by our Customer Service Team.

For any more enquiries regarding postage costs and/or destinations please email: customerservice@sportsshoes.com

We'll do everything we can to ensure as speedy and efficient delivery as possible.

Please note: During busy times and bank holidays, delivery times may be extended.

Please note: All international orders placed before 5:00pm GMT Monday to Friday will be despatched that day. Orders placed after 5.00pm will be despatched the next working day. For example, if you place your order after 5.00pm GMT on a Friday or over the weekend, we'll despatch it the following Monday.

Please note: Delivery of parcels that have been requested to be gift wrapped can add an additional 24 working hours to estimated delivery time. Excludes bank holidays.

USA & AUSTRALIA

• The shipping price is based on orders up to 1KG.

• Over 1KG in weight will incur higher shipping cost. In this instance we will contact you to confirm the shipping cost.

• Items are classed as missing in transit by our couriers if they haven't arrived within 14 days from the date of despatch.

• Please note: In some cases we may ask you to complete a Lossage Form which will be sent to you via email.

• Please note: Adverse weather conditions are beyond our control. We are not able to refund postage costs in the event of delays in delivery due to adverse weather conditions.
  

AVAILABILITY

The delivery times shown apply to items we currently have in stock. If we don't currently have your item in stock there will be a date next to the "Add to Basket" button indicating the projected arrival date of the product.

YOU ONLY PAY ONCE

We make only one charge per order for delivery, even if we send you more than one parcel. So if some of your goods are in stock and some aren't, we'll send the ones that are straight away and the others as soon as they come in - but you only pay one delivery charge.

ALTERNATIVE DELIVERY ADDRESSES

We can deliver parcels to alternative delivery addresses. If you are wanting the parcel delivered elsewhere, please specify the address accurately.If we're delivering to your workplace, this must be registered as a registered business.

We can also send your order to a local parcelshop for you to collect.

Please ensure you select “Evri Parcelshop” and type a postcode to find your nearest parcelshop.

Please note: The parcelshop feature will not work unless you select the Evri parcelshop option. Otherwise, the carrier will return your order back to us.

GIFT WRAPPING

Delivery of parcels that have been requested to be gift wrapped adds an additional 24 working hours on to estimated delivery time.

ORDERS DELAYED/MISSING IN TRANSIT

• We promise we'll do absolutely everything we can to ensure you receive your order within the timeframe specified.

• We work with our couriers who have a 97.8% accuracy for their 24 hour service and a 98% accuracy for their 48 hour service.

• Occasionally events beyond our control may result in your parcel being delayed whilst it is with the courier and we cannot be held responsible for such delays.

• All parcels are fully insured and if your parcel is lost or delayed, let us know and we'll act quickly to locate it, bearing in the mind the points below.

• All claims for missing items must be made within 21 days of the date of your order.
  

MISSING ITEMS

• If any item is missing from your delivery, this must be reported within 21 days from the date of your order.
  
  

EXPRESS DELIVERY

• Please allow 3 working days from the date of despatch before contacting us to chase a parcel.

• If your order hasn't arrived by 8pm on the third working day, please let us know.

• We'll then contact our courier to investigate and locate the parcel.

• Please note: The investigation can take up to 48 working hours to be completed from the date we contact the courier.

• Items are classed as missing in transit by our courier if they haven't been delivered within 7 days from the date of despatch. At this point we'll ensure replacements are sent to you immediately.

• Please note: In some cases we may ask you to complete a Lossage Form which will be sent to you via email.

• Delivery to the Scottish Islands and Highlands may take up to an additional 48 hours.

PREMIUM DELIVERY

• If your order hasn't arrived by 8pm the following working day, please let us know and we'll contact our courier to locate it.

• Please note: The investigation can take up to 48 working hours to be completed from the date we contact the courier.

• We'll send replacements immediately if our courier is unable to locate your parcel.

• Please note: In some cases we may ask you to complete a Lossage Form which will be sent to you via email.

LOCAL AND IMPORT TAXES

We’ve ensured that we’re able to provide the same great service as we did prior to Brexit. All parcels sent to EU Mainland (including Ireland) will be sent DDP (Duty Paid). This means that all VAT, import tax, and any customs charges are all being paid by us. There will be absolutely no difference in charges from before Brexit, to now. The price shown on our website for your order is all you will have to pay.

All taxes and duties are included in the price for any order shipped to mainland EU. (Including Ireland) 

If you place an order for delivery outside of the EU, there may be import duties and taxes to pay to get your parcel as determined by local customs.

Please note, we are not liable for any local or import taxes for orders outside of the EU.

RETURNS

We understand that sometimes you'll need to return items to us and we've made this easy, fast and simple.

Our no quibbles returns policy means that if you're not 100% happy with any item we send to you, we'll happily exchange or refund it for you.

When you receive your item you have up to 100 days to change your mind and send it back to us.

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

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!


Wrap securely in a bag or paper, taking care not to damage the product and following our returns procedure.

You'll need to pay the postage costs to return your parcel.

We have partnered with a selection of UK & International carriers to obtain a great service and insurance for our customers to take advantage of!

Arrange your return here.

If you decide to return with a different carrier we recommend that you ensure you obtain sufficient postal insurance in case your item goes missing on its way back to us.

For faulty items or any Garmin or Coros items, please contact our customer service team 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.

Contact us here.

If you have any enquiries about returning your item(s), please feel free to email us at
customerservice@sportsshoes.com.

RETURNS FROM EU & REST OF THE WORLD

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.

EXCHANGES

• When returning your item through our return portal, please remember to state the product code and size of your replacement(s).

• 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://en.sportsshoes.com/product/hst1372/freedom-running-anklet-(5-pack)

• Product code = HST1372

• 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.
  

REFUNDS

• We'll refund your item via your original payment method.

• We try our best to process all refunds within 24 working hours 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 01274 530530 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 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 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.
  

WE ARE A COMMUNITY

Running and fitness is a community – and we want you to continue to feel a part of it. There has never been a more important time to stay and fit and healthy and we’d like to invite you to join us on our advice hubs and social channels for our #NoFunStandingStill AT HOME initiative –a series of livestreams, articles, bespoke workouts, tips and advice brought to you by our network of athletes, personal trainers and nutritionists.

You can find out more here and also on our social channels, such as Facebook, Youtube, Twitter and Instagram.