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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 flash sales offering discounts of up to 70%.

    Hear what our CEO Adam Pikett has to say:

  • 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.

    Hear what our CEO Adam Pikett has to say:

  • 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!

    Hear what our CEO Adam Pikett has to say:

  • 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 'Reward Points' under the order summary on the left hand side of the page and you’ll be able to apply the credit to your order.  100 points = £1.

    Please note: SportPursuit credit will be valid for one year from the date of issue.

    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 while its status is still 'processing', 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.

    Hear what our CEO Adam Pikett has to say:

    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?

    Products for UK orders will be shipped as soon as they arrive in our warehouse.  So if you order from multiple sales you're likely to receive several packages.  We won't wait for all items to be available before dispatching your order, which means that the delivery estimates on product pages won't be affected if you order from multiple sales.    

    Hear what our CEO Adam Pikett has to say:

  • Gift Vouchers

    How do I buy a Gift Voucher?

    As with any other product on SportPursuit, just add it to your basket and proceed to check out!

    How will my Gift Voucher be delivered?

    You can choose one of two delivery options.  Either have the voucher emailed directly to the recipient and they’ll receive an email notification including the voucher code.  Or choose to receive the code yourself and we will send a PDF voucher to your email address, which you can print off and pass on when the time is right.

    Can I get a refund for a Gift Voucher?

    Unfortunately Gift Vouchers are non-refundable.

    How do I use a Gift Voucher?

    Add the products that you want to buy to your basket and proceed to check out.  On the right hand side of the page under the ‘Order Summary’ you’ll see a link for ‘Redeem Gift Voucher’, click on this and apply your voucher code.  If there is any outstanding balance to pay you can do this in the normal way with either credit or debit card or by PayPal.

    If you don’t use all of the credit on the voucher in one purchase the remaining credit will be available for you to use in the same way on future purchases.

    How long are Gift Vouchers valid for?

    Your gift voucher is valid for 12 months from the date it was purchased.

    Can I combine more than one Gift Voucher?

    Yes, you can combine multiple gift voucher codes during payment; just enter the voucher codes one at a time at check out.

    Can I combine a Gift Voucher with another discount code?

    Yes. We treat Gift Vouchers as cash, so you can also use a discount code or reward points like with any other purchase.

    Do I have to use credit on a Gift Voucher all at once?

    No. If you purchase a product that costs less than the value of your gift voucher, we will keep track of the unused portion and you can use it at a later date.

    I bought something using a Gift Voucher that I want to cancel or return. Can I get a refund or a replacement?

    Yes. We treat Gift Voucher purchases like any other purchases. If you wish to cancel or return an order we will refund you with credit on your account.

    I received a Gift Voucher, but I have lost the code. Can I still use it?

    Please treat Gift Vouchers as cash; they cannot be replaced if lost, stolen or damaged.

    I have redeemed a Gift Voucher on the site. Where can I see how much credit I have left?

    Just head to ‘My Account’ and then ‘Gift Vouchers’, where you’ll be able to check how much credit is left on your voucher.

  • 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.  We also offer delivery with Collect+ and you can select this option during checkout.

    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?

    You can see a full list of countries that we ship to and shipping costs here: http://www.sportpursuit.com/delivery-returns/

  • Collect+

    How much does Collect+ cost?

    The Collect+ service costs the same as regular shipping - you can view these prices here: http://www.sportpursuit.com/delivery-returns/

    How do I select to have my order delivered to a Collect+ collection point?

    When placing your order you will be able to choose Collect+ as a delivery option on the Delivery Options page before you get to the Payment page of checkout.

    Why is Collect+ not available for my current order?

    Unfortunately some items can’t be sent to a Collect+ collection point. This is probably because the item you wish to purchase is either too large or too heavy for this delivery method.

    Please note that this service is only available for suitable items being shipped to customers in the UK.

    How many Collect+ collection points are there?

    Collect+ has over 5,500 stores throughout the UK and Northern Ireland. These could be your local Co-Op, McColls, Budgens or Spar, as well as many independently owned convenience stores and newsagents and petrol stations. Unfortunately there are no collection points in the Channel Islands or at BFPO locations at the moment.

    Where is my nearest Collect+ collection point?

    During checkout, when you select Collect+ as your delivery method, you will also be able to select your nearest collection point.  Alternatively the Collect+ website offers a postcode or location search.

    When are Collect+ collection points open?

    Nearly all Collect+ stores are  open early ‘til late, 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.

    How long will it take for my order to arrive at my chosen Collect+ collection point?

    Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen collection point. You will receive confirmation from Collect+ via email and or SMS once your parcel is available for collection.. This will include your unique collection code. Parcels are delivered to CollectPlus collection points Monday to Saturday. A specific time for arrival cannot be given.

    What do I need to take when I collect my parcel?

    Please take your Collect+ collection code and proof of ID with you when you go to the collection point to collect your parcel.

    When making a collection, what ID is accepted?

    Collect+ collection points accept the following forms of ID:

    • Driving licence
    • Utility bill
    • Mobile phone bill
    • Wage slip
    • Bank statement
    • Cheque guarantee/credit/debit card
    • Bank/building society book
    • Passport
    • Cheque book

    What should I do if I lose my collection code from Collect+?

    If you have lost the collection code sent to you by Collect+ via email or SMS then please contact us to arrange for a new collection code to be issued, as you cannot collect your parcel without it.

    What should I do if I don’t receive my collection code from Collect+?

    If you haven’t received an email or SMS from Collect+ with your collection code and the parcel’s estimated date of arrival has passed, then please contact us as our Customer Service team will be able to help you.

    Can someone else collect my order on my behalf?

    Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.

    What if my order includes back-order items?

    Your order will be split in two. Your in-stock items will be processed as usual for collection at your nominated Collect+ collection point. Your back-order items will be processed and sent once they arrive in our warehouse. In this instance you will receive two notifications of delivery from CollectPlus and two barcodes, so do make sure that when you are collecting your back-order item that you take the correct collection barcode with you.

    How long will I have to collect my parcel?

    Your parcel will be held at by Collect+ at their collection point for 10 days before being returned to us. You will receive reminders from Collect+ after 3 days and 7 days of the parcel arriving at the collection point if you haven’t already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued. You may still be charged for the Collect+ delivery cost.

    What should I do if my parcel isn't available when I arrive at the Collect+ collection point?

    Please contact us and we will look into it.

    Once my order has been dispatched can I track it?

    Yes, Collect+ provides a tracking service which allows you to see where you parcel is. Collect+ will also provide SMS updates if a mobile number has been provided.

    What should I do if I don’t want my order anymore?

    You can cancel your order while its status is still 'processing', just email team@sportpursuit.com letting us know your name, order number and which items you would like to cancel from your order.

    If your order has already been dispatched, then please do not collect the parcel from the Collect+ collection point. Any uncollected orders will be returned to us after 10 days and a refund will be issued. You may still be charged for the Collect+ delivery cost.

    What if I want to return an item I have collected from a Collect+ collection point?

    If, when you pick up your parcel, you decide that you don’t want all or part of the order, or an incorrect item has been sent, please follow our normal returns process.

  • 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 - include as much information about the fault as possible and a photo if you can; 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.

    Hear what our CEO Adam Pikett has to say:

    Do you cover the cost of returns?

    At the moment we don't cover the cost of returns.  We're focussed on consistently delivering the best prices for our members and it's one of the reasons we're able to keep our prices so low.  

    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.

    Can I claim the tax back if my order is delivered to a BFPO address?

    There are some restrictions on whether we can refund tax on orders being delivered to BFPO addresses.

    If your BFPO location is within the UK then the order is not eligible for tax exemption.

    If your BFPO location is outside of the EU then if you contact us within 3 months of receiving your order we will be able to refund the tax for you; you must have received your order before requesting the tax refund.  

    If your BFPO location is within the EU (excluding the UK) then your order might be eligible for tax exemption.  Please contact our customer service team who will be able to advise on the documentation that we need in order to authorise the refund; either use the live chat function on this page or send us an email to team@sportpursuit.com.

     

Still stuck? Contact us

If you've checked our FAQs and you're still stuck then get in touch via our help desk and one of our customer service team will help you out.