Help

Got a question? Some of the most common and their answers are listed below.

Q How do I return an item?

A Please return products to.
Website Returns
Sportsdirect.com
Unit A, Brook Park
Shirebrook
NG20 8RY

Please include your invoice clearly stating the reason for return and whether you require a refund or exchange.

We advise that you send items back via registered post, which you will have to pay for but this will ensure that it arrives with us.

As soon as we receive your item back it will be processed for an exchange/refund as requested

Unfortunately unwanted online orders cannot be returned back to our stores for a refund but can be returned to our stores for an exchange or a gift card providing that they are unused and you have your original invoice the packaging and any tags still attached.

Q Can I make changes to my order?

Items

A Unfortunately once an order has been placed we are unable to make any amendments or additions to the items on it.

Your order will be processed and you will receive an e-mail as soon as it has been dispatched. Upon delivery, if any items are unsuitable, please follow the returns instructions on the invoice you receive with your order. Please see our returns section for more information.

If your order has not progressed too far into the order process it may be possible to cancel your whole order. Please send an e-mail to cancel@sportsdirect.com quoting your order number and that you wish for your whole order to be cancelled. Please be aware that we can only cancel an order if it has not yet been sent to our warehouse for picking.

Delivery Address

If you want us to change your delivery address please specify the new delivery address on our contact us page and we will make every effort to change it for you. However, we can only change the delivery address details for an order up until the point where the order has been picked ready for dispatch. Once the order has been registered with our courier and you have received your dispatch confirmation, the address cannot be changed.

Q Why has an item been cancelled from my order?

A Items will be cancelled from your order if we are unable to locate them during our picking process. The most common reason is that we no longer have that item in stock.

Our website is updated on a regular basis and all items advertised online are in stock at the time of an update. Unfortunately on very rare occasions where we have small quantities of a particular item, orders placed between updates may exceed the quantity of items we have available. In such circumstances we will allocate goods to the customers on a first come, first served basis.

You will not be charged for any items that have been cancelled and any authorisations for payment made at the time of placing the order will automatically be cleared by your bank. This process will take up to 5 days depending on your banks procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

Q Why has my whole order been cancelled?

A There are a number of reasons why we cancel an entire order. The most common reason is because the billing address details provided by the customer do not match the details that the customer?s bank has on record for them. Please make sure that that the billing address you provide is the address that the card is registered to. Once an order has been cancelled it cannot be reactivated. Please place a new order making sure all address details are correct. For more specific details please refer to the cancelation email that we?ve sent to you.

Q I believe an item is faulty?

A Please return the product to.
Website Returns
Sports Direct
Unit A
Brook Park
Shirebrook
NG20 8RY

Please include your invoice clearly stating the reason for return and whether you require a refund or exchange.

We advise that you send items back via registered post which you will have to pay for but can be refunded if the product is faulty and a postal receipt is provided. Alternatively please contact us and we can provide you with a freepost address (UK customers only).

As soon as we receive your item back it will be inspected and if a genuine fault is found we will action a refund or exchange. We will process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirm via e-mail that you are entitled to a refund for defective goods.

Unfortunately items with a perceived fault purchased via our website cannot be returned to any of our stores.

Q My parcel is shown as having been delivered but I have not received it.

A If our courier was unable to reach you when they tried to deliver your goods, they may have delivered the parcel to one of your neighbours. You should have received a card from the courier explaining this. If having tried your neighbours your parcel is still missing, please contact us and we will investigate further.

Q Why has my order not been delivered and returned to you?

A The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery. You can check the reason by following the tracking link that was e-mailed to you in your despatch confirmation e-mail. Orders returned back to us are automatically refunded unless they contain personalised items in which case we will resend them out to you.

Q My order has been cancelled but it appears that I have still been charged.

A As with the majority of online retailers, once your have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.

As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorisation. This process will take up to 5 days depending on your bank?s procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

Q My bank is showing two charges for my order.

A As with the majority of online retailers, once you have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.

We will only take money for the items that we send you and this is done at the time of dispatch. Therefore, if we have had to cancel any items from your order, the money we take will be less than the amount which has been authorised by your bank and will be taken as a separate amount. This is why in certain circumstances it appears that you have been charged twice for your order. As soon as payment was taken we would have automatically sent information to your bank to ask them to release any outstanding authorisation. This process will take up to 5 days depending on your bank?s procedures. For orders placed from overseas this may take longer. Please contact your bank for details.

Q I have returned an item but I have not been refunded for it.

A We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that if you have been provided with our freepost address that due to the extra time it takes for freepost items to be delivered it may take up to 14 days to receive confirmation of your refund. Please note that at busy times of the year such as public holidays, these times may increase.

Q I have returned an item for exchange. Why have I been refunded?

A Your return will be refunded if we are unable to provide the item which you have requested.

Q I cannot log into my account

A When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us. If you can't remember your password, simply select the ?I forgot my Password' box on the sign-in page, and we will email a reminder of what your password is. You can change your password, main email address or any of your other details at any time just by signing in to My Account

If you are experiencing any other technical difficulties while using our site please email Webmaster
To help us look into your problem please try to include as many of the following details as possible:
- Internet Browser (Internet Explorer 8, Firefox, Chrome)
- What page or category you were trying to access (e.g. The Bootroom)
- When the problem occurred
- Any error message that appeared on the screen at the time

Q How much does it cost to send orders to?

A Please visit the overseas delivery page within the Customer Service section which will explain to you Etail's charges.

If you order a large number of items to be shipped overseas then it may be necessary to charge extra for delivery. In which case Etail will always contact you and advise you that Etail need to charge extra before further progress is made with your order. You will have the option to cancel your order at this point.

Please note your goods may be subject to import duties and taxes which will be levied when the order reaches the delivery address. You will be responsible for payment of any such import duties and taxes. We have no control over these charges and cannot predict their amount. For further information please contact your local customs office before placing your order.

Q I have received the wrong item(s)?

A Please return the product to.
Website Returns
Sports Direct
Unit A
Brook Park
Shirebrook
NG20 8RY

Please include your invoice clearly stating the reason for return and whether you require a refund or exchange.

We advise that you send items back via Royal Mail recorded delivery which you will have to pay for but can be refunded if a postal receipt is provided. Alternatively please contact us and we can provide you with a freepost address (UK customers only).

Q I am missing items from my order.

A Sometimes your goods will be delivered on different dates, so first of all, check your delivery note or despatch emails to see if any of your items will be arriving separately. You will not be charged any additional postage costs. If there is a 0 in the despatch quantity column on your invoice this means that unfortunately we did not have the stock of the item to send to you. If the delivery note says an item should be in your parcel but it isn't, please use our contact form to get in touch with us letting us know which item(s) you believe are missing...

Q How do I return an item?

A Please include your invoice clearly stating the reason for return and whether you require a refund or exchange. We advise that you send items back via registered post, which you will have to pay for but this will ensure that it arrives with us. As soon as we receive your item back it will be processed for an exchange/refund as requested

Unwanted items can be returned to our stores for an exchange or a gift card but not a refund. You will need to produce your full invoice at the store.

Still can’t find what you are looking for? Perhaps our Help Topics can be of assistance – just click on the headers

To be able to buy from Lonsdale you will need to register an account with us. To do this you will need an email address and a contact phone number. Setting up an account will also allow you to order without having to fill in your name and address details every time you shop and will also give additional benefits such as regular newsletters, youll also be one of the first to know when we have special offers and discounts.

Once registered, you can update your details using the My Account section. If you need to add an alternative shipping address, simply click the link to enter a new address within the Address Book section of My Account.

For your account security you will be asked to set up a password to your account. You will also be asked to provide a secret question which can be used to prompt you if you are unable to remember your password. If you registered an account prior to 2009 you may not have this set up. If you are unable to remember your password you will need to contact Customer Services who will reset it for you. After that you will be able to re-assign a new password at your leisure.

To find a product you wish to buy you can either search by description or by product code using the search facility located in the top right hand corner of the page. Alternatively if you see an area of interest use the categories displayed down the right hand side of the site. This will guide you to a product listing and when you click on a product this will take you to the product page. From the product page you can add the product to your basket.

You can shop at Lonsdale secure in the knowledge that your details are safe. To enhance security we do not hold any payment details that you submit to us. Unfortunately, this means that you are required to enter your payment details each time you order with us. If you require further details on our security policy please contact our Webmaster.

Once you have your items in your basket, you can then increase the quantity by entering the desired amount in the Quantity field.

Clicking on the Proceed to Checkout button on the basket screen then takes you to the Shipping Confirmation page where you can select the correct UK delivery and billing address for this order. If you are ordering from overseas you can contract with Etail Services Limited for their delivery service via the Shipping Confirmation page or select another delivery option. Please note that the billing address must match the details for the card that is being used. Once you have chosen the delivery method and clicked on the Proceed to Payment button. This will take you through to the Payment Page.

The Payment Pages used at Lonsdale are secure and you can safely enter your card details to pay for your order. We accept the following methods of payment:

Please select the desired payment option and proceed to the next page where you will enter the card details. Based on the type of card you are using for payment, you may then be asked to enter further details to enhance the security of the transaction. This request of information comes direct from your card issuer and relates to a password that identifies you as the authorised user of the card. If you do not have a password set up you can do so online during the transaction.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud. Internet Fraud is Illegal and perpetrators will be prosecuted in all cases.

Verified by Visa (VbV) and MasterCard SecureCode (MSC) often referred to as 3D Secure or Payment Authentication, and are the latest fraud prevention initiatives launched by the card issuers as a more secure method for authenticating you the cardholder at the time of the transaction. Both schemes work in the same way - by using personal passwords, set by the cardholder, to protect you when you shop online. The instructions that you see on the payment screens are coming directly from your card issuer.

How Do I Activate My Card?

Most customers register their Visa or MasterCard direct with their card issuer however if you have not registered your card previously the instructions will prompt you to do so. The secure window will ask you to enter your card details, and set a password. Once your card is activated you will only be prompted for your password when paying with this card in the future online at participating retailers.

Who Do I Contact For Further Information?

You should have received a communication from your card issuing bank explaining the 3D Secure process and inviting you to register your card, if you require more detailed information please contact them direct about 3D Secure and Payment Authentication. You can also visit the Visa or MasterCard websites for further information.

If you have a problem with your authentication password it is important that you contact your card issuer for further details. Unfortunately we have no control over this process and so will not be able to help with any authentication issues or enquiries.

Please note that we will not take payment for any item until it has been despatched. We will however take an Authorisation. This will show on your bank statement as a reservation of funds which allocates the money to your order but this will not be realised until we have despatched your items to the courier. In the event of us not being able to fulfil your order we will immediately request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

You are able to apply discounts to your order by adding voucher codes in the Shipping Confirmation Page. Once added, the value of the discount will be shown against the relevant products. These codes are usually promotional offers sent to the customers who subscribe to our newsletter emails.

For certain products that have a launch date or an embargo we may allow pre-ordering of the item – for example football shirts. To successfully pre-order an item you do not need to do anything different to the usual checkout process. The item, along with the rest of the order placed at that time will be despatched to arrive with you on the day of the launch. You will not be charged until your goods are dispatched.

You are not currently able to buy gift cards online at Lonsdale At the moment these are not able to be redeemed as payment for an online order. All gift vouchers should be redeemed in our stores.

Once you have placed your order you will be presented with an order confirmation screen detailing what you have bought, how much it cost and delivery options . At this time you will also be sent a confirmation by email re-stating the details for your records. This email does not however indicate that your order has been or begun to be processed or a confirmation of contract of purchase.

Once we have processed your order you will receive a second email from us detailing what has been sent to you (either by us for UK deliveries or by Etail Services Limited where you have selected overseas delivery) and informing you of your tracking reference number. By clicking on the tracking reference link you will be taken to the couriers website where you can see the progress of your delivery.

We only deliver to UK addresses. Our overseas delivery provider, Etail Services Limited, delivers to selected international destinations. You can see a full list of countries that Etail Services Limited delivers to here.

If you order goods from our site for delivery outside the UK, they may be subject to import duties and taxes which will be levied when the order reaches the delivery address. You will be responsible for payment of any such import duties and taxes. Neither we nor your overseas delivery provider Etail Services Limited, have control over these charges and cannot predict their amount. For further information please contact your local customs office before placing your order.

Unfortunately at the moment we are unable to deliver your order to the nearest store. We can only deliver to a UK personal address, your UK work address, or if you are ordering from overseas you can collect your goods from the Factory Outlet (click here for our Factory Outlet collection terms).

If for a UK order you select our Next Day delivery option, and your order is placed and accepted before 4pm Monday to Thursday, we aim to have your order delivered to your door the very next day provided the next day is not a UK bank or public holiday. If you place a UK order after 4pm on a Thursday, or on a Friday, Saturday or Sunday then we aim to have the goods delivered the following Tuesday. Next Day delivery is not available for certain areas of the UK including the highlands and the Channel Islands. For a full list of available postcodes please contact our Customer Service team. If the delivery destination is located in one of these areas, your order will be delivered as soon as possible.

Next Day delivery is not available for certain areas of the UK including the highlands and the Channel Islands.

The dispatch email which we send to you will include a unique tracking reference number which you can use to track the progress of your parcel and also a link to the appropriate section of the courier’s website. For further information you can also email our Customer Services team who will look into this for you.

If you have ordered pre-order items with a launch date, we will then reserve your total order until the launch date. The total order will be despatch from us on or before the day of the launch.

If you have ordered pre-order items with a launch date and requested for the item to be personalised, we will then reserve your total order until the launch date. Pre-Ordered Personalised Items are non-returnable (please note that this does not affect your statutory rights). We cannot guaranteed 24 hour delivery times on Personalised items, we will endeavor to get your order to you on time however due to the extended processing time this is not always possible. The total order will be despatched once the goods have been personalised.

Personalised goods are non-returnable (please note that this does not affect your statutory rights). We cannot guaranteed 24 hour delivery times on Personalised items, we will endeavor to get your order to you on time however due to the extended processing time this is not always possible. The total order will be despatched once the goods have been personalised.

We have a size guide which will show you Clothing sizes, and Shoe sizes to help you make an informed decision about your purchase.

With the exception of products available on pre-order we only show products on our website that we have in stock – if you cant find it on our site, it is not currently available.

If you are buying large quantities of one particular product or we are down to the last few units we will alert you on the basket page of the amount you are able to buy by displaying the message “You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.” If you see this message, please reduce the quantity to continue with your purchase.

We do our best to ensure all of our customers enjoy a happy shopping experience with Lonsdale however occasionally you may need to return an item. You will find full returns instructions on the invoice which we send out with your order. Please fill out the necessary details at the bottom of your invoice and return your items to The Returns Department, Unit A, Brook Park, Shirebrook, NG20 8RY.

We would recommend that you return your items via registered post.

We accept exchanges in-store. However if you require a refund you will have to go online.

If you return the goods because you believe the goods are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund or exchange due to you as soon as possible and, in any case, within 30 days of the day we confirm via e-mail that you are entitled to a refund for defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of delivery charges or exchanged if an exchange is available.

• Your Order Number
• Product Code/Product Name
• Details of the fault
• Whether you would prefer a refund or replacement

If a refund is payable to you we will refund the money using the same method originally used by you to pay for your purchase. Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item which we have received back.

A We will try our best to cancel your order however please be aware that we can only cancel if the order has not progressed passed our picking stage. This is usually one hour after the order has been placed. To cancel please contact our customer service team by clicking here and you'll receive an email to confirm once this has been done for you. You can either cancel your entire order, or individual items. For additional information about cancelling your order check out our Terms and Conditions.

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us. If you can't remember your password, simply select the ‘I forgot my Password' box on the sign-in page, and we will email a reminder of what your password is. You can change your password, main email address or any of your other details at any time just by signing in to My Account.

If you are experiencing any other technical difficulties while using our site please email the Sports Direct Webmaster To help us look into your problem please try to include as many of the following details as possible:

• Internet Browser (Internet Explorer 6, Firefox)
• What page or category you were trying to access (e.g. http://www.Lonsdale/customerservices/default.aspx or The Bootroom)
• When the problem occurred
• Any error message that appeared on the screen at the time

For queries relating to online orders or information on the website you can contact us here with your query.

For queries relating to overseas deliveries you can contact us here with your query and we will liaise with Etail Services Limited for you.

For affiliate enquiries or marketing proposals relating specifically to the website please contact Sports Direct Webmaster for details.

For all other enquiries or comments please contact our Customer Service Team.

Etail Services Limited (Etail) offer overseas delivery services for goods purchased on sportsdirect.com. Etail does not sell goods, but only delivers them so please contact Sportsdirect for any queries with your goods.

A Once Sportsdirect has processed your order to purchase your goods and if you have selected overseas delivery in the Shipping confirmation page you will receive a second email from Sportsdirect detailing the goods Etail will be sending you and informing you of your tracking reference . By clicking on the tracking reference you will be taken to Etail's courier's website where you can see the progress of your delivery.

A Changes to your delivery request cannot be processed once your delivery order is confirmed..

A Please contact the our Customer Services at contact us here

For queries relating to overseas deliveries you can contact us here with your query and we will liaise with Etail Services Limited for you.