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Frequently Asked Questions
We are fully committed to ensuring the safety of our customers and colleagues as we begin to open 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.
- Protective screens at our cash desks.
- Regular cleaning of cash desks, footwear benches and other busy areas.
· Our changing rooms will remain closed for the time being.
· We are going to separate returned stock from new or old stock for 72 hours
All orders can be returned or exchanged within 28 days of purchase
Due to the temporary closure of stores, returns to store are currently unavailable.
If you've paid by credit or debit card you can pop down to one of our stores nationwide, take your despatch note and the goods you want to return, and the store team will be happy to offer you a refund or exchange.
If you've paid using PayPal , Apple Pay, Android or Klarna your local store will send your order back to our distribution centre on your behalf so the transaction can be reversed.
Collect From Store orders delivered to alternative collection point cannot be returned in that store.
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 or exchanged to any of our stores outside the UK.
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.
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.
Please go to our delivery page and select your Country from the drop down list on this page.
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.
During busy periods confirmation emails may take a little longer than expected but please be assured we are working on your order!
Standard delivery is a home delivery which is usually made within 3-5 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 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
All orders can be returned or exchanged within 28 days of purchase
When you head in Store please take your despatch note and the goods you want to return, the team will be happy to assist and get your refund/exchange processed as soon as possible. Due to the temporary closure of stores, returns to store are currently unavailable.
If you've paid using a credit or debit card, a refund/exchange will be processed at the till. Please note a refund can take between 3-5 working days for the money to return to your account.
If you've paid using any method other than a credit/debit card, we'll send your order back to our distribution centre, as soon as we’ve received your order we will return the money to your account.
If you've ordered through an instore kiosk and would like an exchange or to return an item, you will need to do this instore as we are unable to process exchanges or returns for kiosk orders via our Distribution Centre.
Visit our Returns Portal here
Online exchanges are temporarily unavailable.
Standard home deliveries are usually made within 3 - 7 working days of your order being placed.
Express 48 hour delivery - Need it quick? order now & choose 'Express 2 Day Delivery' to get your order within 2 days. Orders placed after 9pm each day will be 2 days from the next day! Select Express 2 Day Delivery at checkout.
Next Day deliveries will be made the next day if your order has been placed before 9pm for next day delivery and midnight for next day evening delivery. Please note the exact delivery time can vary depending on the service selected at checkout.
Click and Collect orders will be ready for collection from your nominated store within 3 - 7 working days.
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.
Apologies, but we have changed the way we work so our Customer Service teams can support you safely from home.
This means we aren’t taking calls at the moment but our automated service is still live, so if you hold on the line she may be able to help you.
You can still reach us 24/7 on email, social media or chat via our FAQ pages here
Our teams are still doing everything they can to get your orders to you as quickly and as safely as possible and we appreciate your patience.
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 adddress 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.
It may be worth reviewing the manufacturer’s website for information on the construction and maintenance of your bike. Some even offer video tutorials so you can see how to take care of your bike. Whilst some may believe there is a problem, a simple turn of a screw or adjustment of a cable can make all the difference. It’s important to remember that a bike is a vehicle and as such should be maintained at regular intervals.
Go Outdoors stores have trained bike mechanics who can help get your bike up and running again. If you can’t access a Go Outdoors store, please contact Customer Care via the online form HERE so we can review the options available to you.
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.
If you want your order to arrive sooner, then we offer an Express Delivery Service.
We go global and deliver to 197 countries. Click here to find out more about locations we deliver to, pricing and delivery times.
Bikes are supplied by Go Outdoors. If you’ve changed your mind, you’ll need to return your bike to Go Outdoors. Ensure that your bike is fully packaged up, preferably in the same way it was delivered. The returns details will be on the despatch note that came with your bike. Please ensure that you include details of your order number if you are returning your bike.
You can return your bike by simply arranging a home collection through Hermes for £9.98. Just click here and select Go! Outdoors on the Hermes portal.
If you prefer to return by post the address is
Go Outdoors Internet Returns
If there’s a problem with your bike, please contact Customer Care via the online form HERE so we can review the options available to you.
You can purchase an E Gift Card HERE
Deliveries will be shipped via DPD, DHL, Skynet or DPEX 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 must be returned directly to the supplier using the free returns label provided. Please note that orders fulfilled by our brand partners are only available using standard delivery and are not included as part of JDX Unlimited Delivery membership.
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.
If you have any questions regarding Klarna, please see our full FAQ here
If an item arrives damaged or faulty then please contact our Customer Service team who will arrange and discuss your return options. We will then send the item to our inspection team who will assess whether a manufacturing fault is present. Depending on the results we will then offer a refund or exchange.
Alternatively, you can take your despatch note and the faulty or damaged goods to one of our JD stores. The team will be happy to assist and send your item off to our distribution centre who will do an inspection, then depending on the results offer a refund or exchange.
PayPal Credit is like a credit card, without the plastic. It’s a credit limit that’s attached to your PayPal account which you can use for your online purchases.
What credit offers are available?
If your basket is eligible, a selection of instalment offers will be displayed enabling you to spread the cost of your purchase across a number of monthly payments. [Merchant] instalment purchases qualify for [0% or 14.9% p.a.] for the length of the selected instalment plan.
With instalment offers from PayPal Credit you get:
- Regular monthly payments – you pay the same amount each month to help you plan better.
- A credit limit linked with your PayPal account that makes it easier to buy everything you need.
How do I apply?
Applying for PayPal Credit is easy. Just click on the PayPal Credit button on our checkout page. A selection of instalment offers will be displayed, enabling you to spread the cost of your purchase across a number of payments.
The application form takes minutes to complete. PayPal will then run a credit check and, if approved, you’ll have a credit limit linked to your PayPal account as soon as you accept your Credit Agreement.
You can use the credit limit granted to pay for today's purchase and future purchases at thousands of online stores where PayPal is accepted, up to your credit limit.
Do I need to reapply if I already have PayPal Credit?
If you already have PayPal Credit, you can take advantage of these offers without having to reapply as long as you have enough available credit limit. Just select one of available instalment offers and check out with PayPal Credit.
Do I need to have a PayPal account?
Yes, however if you don’t have a PayPal account, you can create one as part of the PayPal Credit application.
Signing up for a PayPal account is free and easy; all you need to do is provide your email address, create a password and accept PayPal’s User Agreement.
I do not see PayPal Credit as a payment option?
For PayPal Credit to show as a payment option, you will need to ensure that the items in your basket are eligible for PayPal Credit and that you have a minimum spend of £X within your basket.
What do I do if I am unsuccessful in applying for PayPal Credit?
If you have been declined for PayPal Credit, PayPal will send you more information about why your application was unsuccessful. You can still use PayPal to complete your purchase.
What happens if I want to return the item I bought using my PayPal Credit?
Just return your purchase as normal and the money will be refunded to your PayPal Credit account.
What is the cost of PayPal Credit outside of instalment offers?
The Representative Example below shows the typical costs of using a PayPal Credit limit, not including instalments or other offers.
Purchase rate 17.9% p.a. (variable)
Representative 17.9% APR (variable)
Assumed Credit Limit