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Frequently Asked Questions
You can see all the JD Status FAQs by visiting:
If you don't find what you're looking for, you can call our dedicated JD Status helpline by opening your JD Status App, clicking on MORE and then CONTACT US.
Please ensure you make of note of your LOYALTY ID. you can find this by opening your JD Status App, clicking on MORE followed by PROFILE. Your LOYALTY ID is displayed at the top of that page.
VAT Invoice Requests
We can supply a VAT invoice for your online order when:
- The order has been delivered
- You have a valid VAT number
- We can verify the VAT number
- The billing details of the order match the address details associated to the VAT number
If we're unable to validate or match any of the VAT details with the order details, we can supply a despatch note which serves as a proof of purchase. If your order was split we'd supply individual despatch notes for each parcel and the items within that parcel.
We understand that we may have previously supplied VAT invoices on request however we've updated our process to ensure a due diligence before supplying VAT invoices.
Alternatively you can check the tracking link we sent in your despatch email to view the latest tracking information ,however please note Click and Collect orders cannot be tracked through this service. For Click and Collect orders the store will notify you when your order is ready to be collected. Please allow the required time for the delivery method you have chosen before you contact us.
Only received part of your order? We sometimes fulfil items from multiple locations so your order may be split across more than one delivery. Check the items on the despatch note in your parcel against what you've received. If they match, the rest of your order is in a different parcel. If they don't match, give us a call and we'll find out what's happened.
Still need help? Call us on 0161 393 7055! Be sure to have your order number ready so we can help you as quickly as possible.
You can send your Raffle item back through our dedicated returns portal.
For Raffle & Yeezy Returns ONLY click here
If you want to return your online order to us there are lots of ways to do it. Please note store purchases must be returned to our stores.
Pop down to one of our stores nationwide, take your despatch note and the goods you want to return within 28 days, and the store team will be happy to offer you a refund. They'll mark the item as returned via the till and that will trigger a refund back to the original method of payment. You'll also be given a receipt confirming the return of your goods.
Collect From Store orders delivered to alternative collection point cannot be returned in that store.
You can visit our Returns portal and choose from an array of carriers we've partnered with to get your unwanted goods back to us.. Remember to put your despatch note in the parcel.
Personalised items will only be accepted if the personalisation text is incorrect or if the product is faulty. Underwear is non-refundable for hygiene reasons. Swimwear returns will only be accepted if the hygiene seal is still intact.
Please note, orders purchased on the UK site cannot be returned to any of our stores outside the UK. We're not able to offer excahnges for online orders either
We will ordinarily refund the full purchase price together with the standard delivery charge paid as long as we receive your order within the cancellation period. If you chose to pay extra for express delivery, we will only refund the cost of standard delivery. Please note though that if you want to return only some items but keep the rest of your order, you may not be entitled to a refund of the delivery charge.
Orders fulfilled by adidas, Under Armour, Reebok, Timberland, Vans or The North Face
These items need to be returned directly to our Brand Partners. A returns note should have been included with your purchase however, if not, you can contact our Customer Care Team HERE and request one
WE BELIEVE THAT THE SMART BALANCE WHEEL MAY NOT MEET THE UK STANDARDS AND MAY CAUSE A SERIOUS SAFETY RISK. WE ARE THEREFORE URGING CUSTOMERS NOT TO USE THE PRODUCT AND RETURN IT WITH MAINS PLUG AND CHARGER TO THEIR NEAREST JD STORE WITH PROOF OF PURCHASE AND A FULL REFUND WILL BE GIVEN. WE TAKE THE QUALITY AND SAFETY OF OUR PRODUCTS EXTREMELY SERIOUSLY AND APOLOGISE FOR ANY INCONVENIENCE THIS MAY CAUSE. ANY CUSTOMER QUERIES PLEASE TELEPHONE 0161 393 7055
PRODUCT RECALL NOTICE
We believe that the PINK SODA – HEART ZIP THROUGH HOOD may have a print issue. The print wears off after washing therefore please return any faulty washed garments to store for a full refund. Please note this notice only applies to certain batches produced and only washed garments where this issue is apparent will be refunded. We take the quality of our products extremely seriously and apologise for any inconvenience this may cause.
Return to store-FREE –Visit any JD store for a faster refund!
Remember to take your proof of purchase such as your despatch note or email and also the item (s) you wish to return.
Returning your item via post –
Free option available. To return by post check out our carriers and register your return on our returns portal here. All you need is you order number and e mail address to register your return. No printer? No problem! Printer less options available for your returns label.
If you ordered an item from Nike on or after 15th September 2022, you should return that product back to JD. If you ordered an item from Nike on or before 14th September 2022, you should return that back to Nike. Please see the FAQ “I bought my Nike item on or before 14th September 2022, where do I return it to?”.
Orders that came directly from adidas, Reebok, Under Armour, Timberland, Vans or The North Face need to be returned back to them using the free returns label that was provided. If you need a Brand Partner Returns label, contact our Customer Care team HERE
All orders can be returned for a refund within 14 days of delivery to you. From Wednesday 1st November 2023 to Monday 22nd January 2024 our refund and exchange policy will be relaxed so that refunds and exchanges will be given at anytime. If you want to return your order to us, there are lots of ways to do it. Click HERE and select returns to find out more
Free returns to store
All orders can be returned in store, just to take the goods you want to return, along with your despatch email or the despatch note that came in the parcel, to one of our stores and the team will be happy to assist.
Your return will be processed at the till point and this will trigger a refund back to the original payment method you used to purchase your order online. We can refund all online payment methods.
Click HERE to arrange your return via our Returns Portal. You’ll need your order number and email address to get started.
Raffle items can not be returned using our returns portal. For Raffle & Yeezy Returns ONLY click here
Sorry your order was cancelled.
If any of the items you've ordered are out of stock at the time of packing , we'll cancel them from the order which will trigger a refund back to your method of payment. We will do this as soon as possible and by no later than 30 (thirty) days from the date of your order. Once the cancellation has been confirmed and the refund process started, we expect the refund to be with you within 5 working days. This timescale can vary according to your payment method. There are other reasons we may cancel your order, which are set out in our Terms and Conditions
Why not take a look at our 'New In' section to see if something catches your eye.
We are fully committed to ensuring the safety of our customers and colleagues as in our UK stores. Lessons learned from opening our stores in Europe will be applied and we will be continually reviewing the measures we have in place to reflect the changing situation.
We will implement comprehensive safety and social distancing measures to keep you and our colleagues safe in store.
These will include:
- Managing the total number of customers in the store at any given time, ensuring that we keep within the maximum number established for each store. This will enable you to comfortably follow the social distancing measures we have implemented.
- A colleague at the entrance of every store to manage access and also answer any questions you may have about the measures we have put in place.
- Clear signs at the entrance and around the store asking you to keep two metres apart.
- Hand sanitiser at the store entrance and outside our customer lifts and escalators
- Providing face coverings for any of our customers should they want one.
- Protective screens at our cash desks.
- Regular cleaning of cash desks, footwear benches and other busy areas.
Please go to our delivery page and select your Country from the drop down list on this page
At certain times we are unable to send all of the items that you have ordered. If this is the case, we will send you an email letting you know of any items that are missing from your order.
Please note that we will provide a full refund for any items that have not been sent.
Please note that if purchasing more than 1 item then your order may be split into separate deliveries.
If you have not received communication that an item was not available and not received your full refund after 5 working days, then please contact our Customer Care team. We'd recommend calling us so we can discuss all the elements of your order in one contact.
During busy periods confirmation emails may take a little longer than expected but please be assured we are working on your order! Please check your junk email folder.
Standard delivery is a home delivery which is usually made within 5-7 days of your order being placed.
UK standard delivery is £3.99 - or free over £70.
We cannot deliver to PO boxes and if you require delivery to the Channel Islands you will need to select International delivery.
Please note, these charges and days to deliver may vary from time to time with promotional activity.
We have split your order so that we can get it out to you faster. To see how your order is progressing simply click Here and enter your order number from your confirmation email
Check out our delivery page HERE to find out more!
If your order has not arrived by the estimated delivery date then please check with your neighbours to see if the courier has left the parcel at their house, also check any safe areas that the driver may have left your parcel, such as the garden shed or porch.
Before contacting us please check the tracking link we sent in your despatch email to view up-to-date tracking information.
If you still can't find your parcel or want an update on your order, then please contact our Customer Care team quoting your order number.
Yes! You can use both eGift cards and Ultimate gift cards online.
Gift Cards are valid for twelve months from date of purchase. The Gift Card will expire and any remaining balance will reduce to nil if it is not used within a 12 month period.
You can contact us by phone on 0161 393 7055! Be sure to have your order number ready so we can help you as quickly as possible. Or visit our customer contact page here or check out our FAQ's for a quick answer!
To check if your local store has an item in stock then please contact your local store via the store locator.
If you want to send something to someone as a gift then you can use their address as the delivery address when you place your order.
We dont offer a gift wrapping service so the goods will arrive just like a normal order. We do display the prices of the items on the delivery note & we can only discuss the order with the person who placed the order.
International Standard delivery times vary depending on the destination and service selected at checkout. Depending on the location of your delivery, we do aim to deliver your order between 10 and 14 working days.
We go global and deliver to +180 countries. Click here to find out more about locations we deliver to, pricing and delivery times.
You can purchase an E Gift Cards HERE
JDX is no longer available for new customers or those wanting to renew their membership subscriptions. Existing JDX members will continue to have access to their JDX perks including (free delivery during your membership, early access to sale, and access to product raffles).;
How long does it last? JDX Unlimited is valid for 12 months from the date of purchase.
Deliveries will be shipped via DPD, DHL, Skynet or Pro-carrier depending on the weight and value. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.
We have additional product lines available for delivery direct from our brand partners, so we can do our best to get the size you want. The products are shipped and sold directly by the JD brand partner to you.
This is only available for standard delivery and, depending on which brand partner shipped your product(s), may have some bespoke returns rules.
For products shipped by adidas, Reebok, Under Armour, Timberland, Vans or The North Face, unwanted returns must go directly back to the brand partner. Please don't attempt to return them to a store or our warehouse as this will delay the returns and refund process. Please use the returns label that came with your brand partner order. If you need a replacement returns label, please contact Customer Care by clicking HERE
For products shipped by Nike, you can follow the same returns process as JD fulfilled items. Visit our returns portal HERE, enter your order number and email address and follow the instructions.
For more information on Returns, click HERE and select Returns
Our products are sold on a DDU (Delivery Duty unpaid) basis. Additional taxes, fees or levies may apply according to local legislation.
Recipients of deliveries made outside the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. JD Sports cannot offer any assistance in these processes.
To help make sure that customs duties are not payable for deliveries outside the EU, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold.
Please see our full FAQ's here
If you receive your goods and they appear either broken or faulty, you have the right to return them because they won't be as described.
Please ensure you return the goods within our returns period and remember to include your despatch note as well as the reason for returning them.
Once received and processed, this will trigger a refund back to your original payment method. Sadly we can't offer exchanges but we can help with returning your goods.
You can return them for free to any one of our JD stores across the UK or you can visit our Returns Portal for other options which may be more convenient.
Should you need any help with the Returns Portal, you can always get in contact with us HERE
Here you'll find details of how your data is processed and who to contact should you still have any questions.