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Frequently Asked Questions
If you are disputing the delivery of an order and have been asked to complete a Missing Parcel Declaration form, here’s some guidance on completing the form.
In the email you receive from Customer Care, there will be a link to take you to a PDF viewer. You can download the form by clicking on the download icon in the top-right corner.
If you have access to a printer, please print the document and ensure that all fields are completed accurately. Any incomplete fields will delay the investigation. Once complete, the quickest way to return the document is to take a picture of the completed document, attach it to an email and send it to our Customer Care Team.
If you don’t have access to a printer, there are various free apps and programs available to help you add text to the PDF document, simply search for “PDF Editor” and there are many options for your device. Some devices with touchscreens even allow you to add handwritten notes. Again, please ensure all fields are completed before you save the edited document. Next, please attach it to an email and send it back to our Customer Care Team.
If you don’t have access to view the document electronically, please call us and we’ll arrange to post a Missing Parcel Declaration form to you.
Although you may have placed one order, we sometimes split the items across multiple deliveries so we can get them out to you as and when they’re ready. We would require a completed declaration for each delivery you’re disputing, not each order. It’s important that you understand which items were included with each delivery you are disputing. Your declaration is key to starting and completing our investigation.
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.
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 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 14 days, and the store team will be happy to offer you a refund or exchange. We can refund any payment method at the till!
Collect From Store orders delivered to alternative collection point cannot be returned in that store.
Or visit our Returns portal and choose one of our carriers. 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 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.
All orders can be returned online for a refund within 14 days . If you want to return your order to us there are lots of ways to do it. Click here to find our more. Exchanges are unavailable.
Free returns to Store
All orders can be returned in store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you. Please note – Orders shipped direct from our brand partner must be returned directly to them using the free returns label. Once they’ve received the goods, the brand will then trigger a refund.
If you've ordered through an instore kiosk and would like to return an item, you will need to do this instore as we are unable to process returns for kiosk orders via our Distribution Centre.
Your refund will be processed at the till point. Please allow up to 5 days for it to show in your account. We can refund all payment methods in Store!
Click Here to arrange your return via our portal.
Once your order has been received by us we will process your refund within a few working days and we'll send you an email to let you know once it’s complete.
If you've purchased an item directly from our brand partner, you must return directly to them using the free returns label.
Raffle items can not be returned using our returns portal. For Raffle & Yeezy Returns ONLY click here
Sorry your order was cancelled.
If the item (s) you've ordered is out of stock at the time of packing your order, we need to cancel it. Please allow up to 5 working days for your refund,depending on your payment method
Our customer service team wont know if a product is coming back in or not so 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.
If delivery is to an address in the EU then taxes and duties will be settled on your behalf with our courier. You will be the importer into the EU and by ordering through this site you give authority to our couriers to deliver and clear goods to you on that basis. There will be no additional cost for you as we will settle the charges on your behalf.
If delivery is to an address outside the EU, you may be charged taxes or duties on import into the destination country. You are responsible for paying any taxes, duties or additional costs which may be levied at the time of importation. We recommend you contact your local customs authority or post office to understand the potential costs prior to placing an order. You will be the importer into the destination country and by ordering through this site you give authority to our couriers to deliver and clear goods to you on that basis.
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 Unlimited membership can be purchased for £9.99 via the JD Sports website and mobile app. Purchasing a JDX Unlimited membership gives you access to various exclusive member perks for 12 months, including unlimited free delivery on app orders, free returns with Inpost Lockers, early access to product launches, sales and events and much more…
If you purchase JDX Unlimited membership via the website, you will receive free delivery on your order which contains JDX Unlimited membership, however, future purchases will need to be made via the JD Sports mobile app to claim free delivery. Simply download the JD app and login using the same account details to activate your membership and start claiming free delivery & returns, in addition to the other JDX Unlimited exclusive benefits.
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 must be returned directly. You can request a Brand Partner Returns label from customer care. 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.
Please see our full FAQ's 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.