FAQ

We’ve pulled together some of the most common queries to our customer service team. Click one of the categories below for an instant answer to your question or scroll down to use our handy search tool. If you can't find the answer to your question then get in touch with Blake and our friendly customer service team via the help desk.

• About SportPursuit

• What is SportPursuit?

  SportPursuit is a leading private shopping community for sports men and women. We negotiate amazing offers on the best sports products and services from the world's leading sports brands and present them to our members in week long online 'pop-up' shops. Our deals are only available to our members behind our sign in wall, giving our brands the confidence to provide exclusive offers to our members whilst protecting their brands and their full price retailers from continual discounting. To find out more about how SportPursuit works just click here.

  Why should I become a member?

  Becoming a member of SportPursuit is absolutely free and as a member of SportPursuit, you will have exclusive access to our 'pop up' sales offering discounts on top brands of up to 70% off the RRP.

• How it Works

• Which brands do you work with?

  We work with a wide range of top sports brands to offer flash sales to our members. To see some examples of recent brands we have worked with, check out our suppliers page.

  Why can’t I find a specific brand I am looking for on SportPursuit today?

  The brands we sell change every week, so if you see something that takes your fancy, grab it now; it may not be here when you come back!

  What brands are coming up on SportPursuit in the next few weeks?

  Sometimes we'll announce upcoming sales on the site, but the best way to keep up to speed with what is happening on SportPursuit is to keep an eye on our sales newsletters, Facebook page and Twitter feed.

  Why is the range from each brand limited?

  Our experienced team of buyers work closely with our brand partners to hand pick a concise range of products to showcase the brand to our members in our 'pop-up' sales. This makes each 'pop up' sale easier and faster to shop, so you can spend more time doing sport than you have to spend shopping for sport.

  How can you sell products at such good prices?

  Our deals are only available to our members behind our sign in wall giving our brand partners the confidence to create exclusive offers to our members whilst protecting their brands and their full price retailers from continual discounting.

  To help us hit the best prices, we make the process simple for our suppliers by ordering in bulk at the end of each sale.

• My Account

• How do I reset my password?

  If for any reason you need to change your password then just head to the Account Information section in the My Account area of the site, where you’ll be able to check the change password box and update your information.

  If I do not want to receive email notifications how do I unsubscribe?

  If for any reason you no longer wish to receive our sale newsletters, you can unsubscribe from our mailing list. This will mean you won't receive our updates, but will still be free to pop back and visit us whenever you want to. To unsubscribe: go to My Account, Email Preferences and set receive emails to “No”. Please note it may take up to a week for this information to be updated. If for any reason you continue to receive emails after this time, please email us at: team@sportpursuit.com and we'll take care of it.

• Product Information

• How do I know what size to order?

  As every sporting brand is different, sizes will vary considerably for each of our brand partners. We typically quote the size as it appears on the garment, so it's worth remembering that sizes differ depending on the country of origin (i.e. a UK size 10 is a US size 6!). For the definitive answer on sizing, check out the size guides on our site. These come directly from our suppliers, so they are almost literally from the horse's mouth. If, for any reason, the item doesn't fit, don't worry; you can return it back to us, and we will give you a full refund.

  Are the products genuine?

  We're only interested in selling the best products available to help you improve your performance, so we can guarantee that everything sold on SportPursuit is 100% genuine and brand-new. Our experienced, well connected, and frankly, rather charming buyers, deal direct with brands or their authorised UK distributors.

  How can I find products for a specific sport?

  You can filter the whole site by sporting category rather than brand if you’d like. Just click on categories at the top of the page and choose your sport of choice.

  Where can I get advice on what to buy?

  If you’d like any more information on the products that we’re selling or just general gear advice then get in touch with us at team@sportpursuit.com. We have an office full of sports mad staff who like nothing better than talking about kit!

• Placing an Order

• What payment options can I use?

  We accept most major credit and debit cards including Visa, Mastercard, Electron, Visa Debit, Maestro and Solo. You can also pay via PayPal.

  Is payment secure?

  All transactions on our site are secure. We use a secure socket layer (SSL) whenever transferring personal information and we only ever hold the last 4 digits of your credit or debit card in our system.

  How do I use SportPursuit credit?

  If you’re lucky enough to have credit on your SportPursuit account, you’ll be able to apply this to your order during the checkout process; just click on the link under the order summary on the right hand side of the page and you’ll be able to apply the credit your order.

  How do I use a promotional code?

  Occasionally, we will provide promotional codes for selected customer groups or 'pop up' sales. These will often be valid for a limited period of time, number of uses, or minimum basket size. If you have one of our promotional codes, you will need to type the code into the coupon code box during the checkout process. The promo code link is on the right hand side under the order summary. You'll then see the newly discounted total for your order.

• Amending an Order

• Can I add another product to my order?

  If you want to add another product from a sale you have already purchased from, simply purchase the items as per normal and then email team@sportpursuit.com letting us know both order numbers and we will be able to refund the additional shipping cost you have paid.

  Can I change my delivery address after I have placed my order?

  Yes, just send us an email to team@sportpursuit.com and let us know your name, order number and the new address you'd like to ship to and we'll let you know once it's been changed. If the sale you ordered from is still running, changing your shipping address should be no problem. If the sale you ordered from has ended, the wheels may already be in motion on processing your order, but we'll do our best to change the shipping address for you.

  Can I cancel my order?

  Yes, you can cancel your order at any time, just email team@sportpursuit.com letting us know your name, order number and which items you would like to cancel from your order.

• When Should I Expect Delivery?

• Why is my order still ‘processing’?

  Order ‘status’ remain as processing from the point of purchase until an order is dispatched and complete. This means that payment has successfully been taken and we are processing your order. Once a sale ends we collate all orders from that sale and order in bulk from our suppliers, this means longer delivery times but is one of the reasons that we can secure the best prices for our members.

  Why does delivery take longer than an average online retailer?

  For each one of our flash sales, we provide a delivery estimate based on where the supplier is located and the time taken to get the products to our warehouse; this typically ranges from 2-4 weeks from the end of each sale. The reason for the longer than average delivery time is that we order in bulk from our suppliers at the end of the sale in order to secure exclusive offers for our members.

  For international deliveries we aim to deliver within the same window though unfortunately we cannot take responsibility for any delays due to customs clearance.

  How is the delivery estimate affected if I order from multiple sales?

  Orders will be shipped once all products in your order are in our warehouse. This means that if you order from multiple sales the likely delivery date will be the later of the expected delivery windows shown on the product pages.

• Delivery Options

• Can I change my order once I have placed it?

  Yes, if the desired item is still available in stock you can change your order up until the close of the sale by emailing team@sportpursuit.com.

  How do I track where my order is in the delivery process?

  If you're wondering when you're likely to receive your order, take a look at our delivery status page to see where each of our sale events are in the delivery process. Please remember that our typical delivery time is around 2-4 weeks due to the fact we receive products from our suppliers after the close of each sale event.

  When orders are dispatched from our warehouse we will send you an email that evening confirming that your order is en-route to you. If your order has been sent via courier, we can provide you with a tracking code on request.

  How are orders sent?

  Our orders are typically sent either by Royal Mail first class delivery or courier, depending on the size and value of the items we are shipping. Both services aim to deliver to you the next working day.

  Delivery to a number of areas including - Aberdeen, Scottish Highlands, Isle of Man, Isles of Scilly and Northern Ireland - may take longer than our standard delivery times stated above.

  For International orders, we ship via Royal Mail or courier delivery and work with the local postal service to cover the "last mile"

  Where do you ship to?

  SportPursuit currently delivers to addresses within the United Kingdom, including Northern Ireland and to BFPO addresses.
  We are increasing the number of countries we ship to every day. However, if you cannot find the country you want in our delivery options, please email team@sportpursuit.com and we will see if we can help you out.

  What do I do if my order doesn't arrive?

  If you have had email confirmation that your order has been shipped, but you have not received it and are concerned about the whereabouts of your order, please contact our customer services team by emailing team@sportpursuit.com and we will get Bentley (our sniffer dog) on the case.

• Returns and Refunds

• I want to return some or all of my order. How do I do this?

  You can request to return an item within 14 days of receiving the order if for any reason you're not completely happy with it. You must inform us of your intent to return the item by visiting the Returns page in the My Account area of the site and following the instructions.
  Please fill in the returns form as prompted; you will need your order number to do this, which you can find on the dispatch note and emails we have sent you. In order for us to refund a product, it must be unworn, unmarked, in perfect condition with its tags still on, and in all original packaging. If you received an authenticity card with the package, please include this as well.
  Returned items will be checked at the warehouse and a refund could take up to thirty days to be processed, although we will aim to refund you sooner wherever possible. We will send you an email to let you know that your return has been received at our warehouse and another to confirm that the refund has been processed.
  Whenever returning items, please ensure you keep your proof of postage to help cover you if the items go missing before they are received by our warehouse.
  If you are returning an order from outside of the EU, your local post office should be able to provide you with a CN22 form for the side of your package to help smooth its passage through UK customs. You will not be charged any import duty. We also recommend writing "Return" in big letters on the side of the package.

  How do I return a defective/damaged item?

  We're very sorry if you've received a defective or damaged item.  If this is the case, however, please get in touch with us at team@sportpursuit.co.uk and we'll let you know how best to proceed and hopefully we'll be able to source a replacement product for you.

  Can I get my goods delivered faster?

  Unfortunately, the way we operate means that we cannot guarantee faster delivery.

  Do you offer exchanges?

  Unfortunately, due to the nature of our business model, where we receive products to exactly match our customers' orders, we aren't typically able to offer exchanges.

  Why can I not request a new product return form?

  There are two reasons why you may not be able to get a product return form;
  The first is that your order has only been part shipped to you. Our 14 day returns period only starts when you receive your complete order, and at this point, the returns form will become available in the My Account section of the site.
  Secondly, the 14 day returns period may have already expired.
  If you can’t request a new product return form but would like to return your order, then just contact team@sportpursuit.com and we’ll let you know if this is possible.

  How long does it take to process a refund?

  We administer refunds twice a week. From the point at which the refund is processed, it can take up to 7 days for PayPal, our merchant service provider, to clear these funds back into your bank or PayPal account.
  Please note that a refund for a returned order will only be given once the goods have been received and inputted by our warehouse.

  How long will it take between returning my order and receiving a refund?

  We will endeavour to refund you as quickly as possible and will do so as soon as we've received the product and have checked it at our warehouse. Please contact us if you have not received a refund within 30 days.

Search

Still haven't found what you're looking for? Try entering a keyword into this handy search tool:

• What is SportPursuit?

  SportPursuit is a leading private shopping community for sports men and women. We negotiate amazing offers on the best sports products and services from the world's leading sports brands and present them to our members in week long online 'pop-up' shops. Our deals are only available to our members behind our sign in wall, giving our brands the confidence to provide exclusive offers to our members whilst protecting their brands and their full price retailers from continual discounting. To find out more about how SportPursuit works just click here.

• Why should I become a member?

  Becoming a member of SportPursuit is absolutely free and as a member of SportPursuit, you will have exclusive access to our 'pop up' sales offering discounts on top brands of up to 70% off the RRP.

• Which brands do you work with?

  We work with a wide range of top sports brands to offer flash sales to our members. To see some examples of recent brands we have worked with, check out our suppliers page.

• Why can’t I find a specific brand I am looking for on SportPursuit today?

  The brands we sell change every week, so if you see something that takes your fancy, grab it now; it may not be here when you come back!

• What brands are coming up on SportPursuit in the next few weeks?

  Sometimes we'll announce upcoming sales on the site, but the best way to keep up to speed with what is happening on SportPursuit is to keep an eye on our sales newsletters, Facebook page and Twitter feed.

• Why is the range from each brand limited?

  Our experienced team of buyers work closely with our brand partners to hand pick a concise range of products to showcase the brand to our members in our 'pop-up' sales. This makes each 'pop up' sale easier and faster to shop, so you can spend more time doing sport than you have to spend shopping for sport.

• How can you sell products at such good prices?

  Our deals are only available to our members behind our sign in wall giving our brand partners the confidence to create exclusive offers to our members whilst protecting their brands and their full price retailers from continual discounting.

  To help us hit the best prices, we make the process simple for our suppliers by ordering in bulk at the end of each sale.

• How do I reset my password?

  If for any reason you need to change your password then just head to the Account Information section in the My Account area of the site, where you’ll be able to check the change password box and update your information.

• If I do not want to receive email notifications how do I unsubscribe?

  If for any reason you no longer wish to receive our sale newsletters, you can unsubscribe from our mailing list. This will mean you won't receive our updates, but will still be free to pop back and visit us whenever you want to. To unsubscribe: go to My Account, Email Preferences and set receive emails to “No”. Please note it may take up to a week for this information to be updated. If for any reason you continue to receive emails after this time, please email us at: team@sportpursuit.com and we'll take care of it.

• How do I know what size to order?

  As every sporting brand is different, sizes will vary considerably for each of our brand partners. We typically quote the size as it appears on the garment, so it's worth remembering that sizes differ depending on the country of origin (i.e. a UK size 10 is a US size 6!). For the definitive answer on sizing, check out the size guides on our site. These come directly from our suppliers, so they are almost literally from the horse's mouth. If, for any reason, the item doesn't fit, don't worry; you can return it back to us, and we will give you a full refund.

• Are the products genuine?

  We're only interested in selling the best products available to help you improve your performance, so we can guarantee that everything sold on SportPursuit is 100% genuine and brand-new. Our experienced, well connected, and frankly, rather charming buyers, deal direct with brands or their authorised UK distributors.

• How can I find products for a specific sport?

  You can filter the whole site by sporting category rather than brand if you’d like. Just click on categories at the top of the page and choose your sport of choice.

• Where can I get advice on what to buy?

  If you’d like any more information on the products that we’re selling or just general gear advice then get in touch with us at team@sportpursuit.com. We have an office full of sports mad staff who like nothing better than talking about kit!

• What payment options can I use?

  We accept most major credit and debit cards including Visa, Mastercard, Electron, Visa Debit, Maestro and Solo. You can also pay via PayPal.

• Is payment secure?

  All transactions on our site are secure. We use a secure socket layer (SSL) whenever transferring personal information and we only ever hold the last 4 digits of your credit or debit card in our system.

• How do I use SportPursuit credit?

  If you’re lucky enough to have credit on your SportPursuit account, you’ll be able to apply this to your order during the checkout process; just click on the link under the order summary on the right hand side of the page and you’ll be able to apply the credit your order.

• How do I use a promotional code?

  Occasionally, we will provide promotional codes for selected customer groups or 'pop up' sales. These will often be valid for a limited period of time, number of uses, or minimum basket size. If you have one of our promotional codes, you will need to type the code into the coupon code box during the checkout process. The promo code link is on the right hand side under the order summary. You'll then see the newly discounted total for your order.

• Can I add another product to my order?

  If you want to add another product from a sale you have already purchased from, simply purchase the items as per normal and then email team@sportpursuit.com letting us know both order numbers and we will be able to refund the additional shipping cost you have paid.

• Can I change my delivery address after I have placed my order?

  Yes, just send us an email to team@sportpursuit.com and let us know your name, order number and the new address you'd like to ship to and we'll let you know once it's been changed. If the sale you ordered from is still running, changing your shipping address should be no problem. If the sale you ordered from has ended, the wheels may already be in motion on processing your order, but we'll do our best to change the shipping address for you.

• Can I cancel my order?

  Yes, you can cancel your order at any time, just email team@sportpursuit.com letting us know your name, order number and which items you would like to cancel from your order.

• Why is my order still ‘processing’?

  Order ‘status’ remain as processing from the point of purchase until an order is dispatched and complete. This means that payment has successfully been taken and we are processing your order. Once a sale ends we collate all orders from that sale and order in bulk from our suppliers, this means longer delivery times but is one of the reasons that we can secure the best prices for our members.

• Why does delivery take longer than an average online retailer?

  For each one of our flash sales, we provide a delivery estimate based on where the supplier is located and the time taken to get the products to our warehouse; this typically ranges from 2-4 weeks from the end of each sale. The reason for the longer than average delivery time is that we order in bulk from our suppliers at the end of the sale in order to secure exclusive offers for our members.

  For international deliveries we aim to deliver within the same window though unfortunately we cannot take responsibility for any delays due to customs clearance.

• How is the delivery estimate affected if I order from multiple sales?

  Orders will be shipped once all products in your order are in our warehouse. This means that if you order from multiple sales the likely delivery date will be the later of the expected delivery windows shown on the product pages.

• Can I change my order once I have placed it?

  Yes, if the desired item is still available in stock you can change your order up until the close of the sale by emailing team@sportpursuit.com.

• How do I track where my order is in the delivery process?

  If you're wondering when you're likely to receive your order, take a look at our delivery status page to see where each of our sale events are in the delivery process. Please remember that our typical delivery time is around 2-4 weeks due to the fact we receive products from our suppliers after the close of each sale event.

  When orders are dispatched from our warehouse we will send you an email that evening confirming that your order is en-route to you. If your order has been sent via courier, we can provide you with a tracking code on request.

• How are orders sent?

  Our orders are typically sent either by Royal Mail first class delivery or courier, depending on the size and value of the items we are shipping. Both services aim to deliver to you the next working day.

  Delivery to a number of areas including - Aberdeen, Scottish Highlands, Isle of Man, Isles of Scilly and Northern Ireland - may take longer than our standard delivery times stated above.

  For International orders, we ship via Royal Mail or courier delivery and work with the local postal service to cover the "last mile"

• Where do you ship to?

  SportPursuit currently delivers to addresses within the United Kingdom, including Northern Ireland and to BFPO addresses.
  We are increasing the number of countries we ship to every day. However, if you cannot find the country you want in our delivery options, please email team@sportpursuit.com and we will see if we can help you out.

• What do I do if my order doesn't arrive?

  If you have had email confirmation that your order has been shipped, but you have not received it and are concerned about the whereabouts of your order, please contact our customer services team by emailing team@sportpursuit.com and we will get Bentley (our sniffer dog) on the case.

• I want to return some or all of my order. How do I do this?

  You can request to return an item within 14 days of receiving the order if for any reason you're not completely happy with it. You must inform us of your intent to return the item by visiting the Returns page in the My Account area of the site and following the instructions.
  Please fill in the returns form as prompted; you will need your order number to do this, which you can find on the dispatch note and emails we have sent you. In order for us to refund a product, it must be unworn, unmarked, in perfect condition with its tags still on, and in all original packaging. If you received an authenticity card with the package, please include this as well.
  Returned items will be checked at the warehouse and a refund could take up to thirty days to be processed, although we will aim to refund you sooner wherever possible. We will send you an email to let you know that your return has been received at our warehouse and another to confirm that the refund has been processed.
  Whenever returning items, please ensure you keep your proof of postage to help cover you if the items go missing before they are received by our warehouse.
  If you are returning an order from outside of the EU, your local post office should be able to provide you with a CN22 form for the side of your package to help smooth its passage through UK customs. You will not be charged any import duty. We also recommend writing "Return" in big letters on the side of the package.

• How do I return a defective/damaged item?

  We're very sorry if you've received a defective or damaged item.  If this is the case, however, please get in touch with us at team@sportpursuit.co.uk and we'll let you know how best to proceed and hopefully we'll be able to source a replacement product for you.

• Can I get my goods delivered faster?

  Unfortunately, the way we operate means that we cannot guarantee faster delivery.

• Do you offer exchanges?

  Unfortunately, due to the nature of our business model, where we receive products to exactly match our customers' orders, we aren't typically able to offer exchanges.

• Why can I not request a new product return form?

  There are two reasons why you may not be able to get a product return form;
  The first is that your order has only been part shipped to you. Our 14 day returns period only starts when you receive your complete order, and at this point, the returns form will become available in the My Account section of the site.
  Secondly, the 14 day returns period may have already expired.
  If you can’t request a new product return form but would like to return your order, then just contact team@sportpursuit.com and we’ll let you know if this is possible.

• How long does it take to process a refund?

  We administer refunds twice a week. From the point at which the refund is processed, it can take up to 7 days for PayPal, our merchant service provider, to clear these funds back into your bank or PayPal account.
  Please note that a refund for a returned order will only be given once the goods have been received and inputted by our warehouse.

• How long will it take between returning my order and receiving a refund?

  We will endeavour to refund you as quickly as possible and will do so as soon as we've received the product and have checked it at our warehouse. Please contact us if you have not received a refund within 30 days.