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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.

    When will my order be delivered?

    You can check out the status and estimated delivery date for all of your orders here.

    One of the ways in which we're able to achieve unbeatable prices is due to the way we work with our suppliers, where we buy in bulk at the end of each sale. This means that at the moment SportPursuit delivery times are slightly longer than you typically experience on other websites, but we think the prices it allows us to offer make that wait worthwhile!

    You can check specific estaimated delivery dates for undelivered orders and tracking information for any dispatched orders by following the link below:

    My Orders

    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%.

    Our CEO, Adam Pikett, explains why we need your email:

  • 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!

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

    The best way to keep up to speed with what new sales are starting on SportPursuit is to keep an eye on our sales email newsletters, Facebook page and Twitter feed, or you can download our iPhone App.

    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 'flash' sales. This makes each flash 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 for 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.

    Our CEO reveals the secret behind our great prices:

  • 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" tickbox at the bottom of the page 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 email 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. Go to Email Preferences where you can either change the frequency with which you receive emails or you can just click "Unsubscribe from all SportPursuit emails". 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 contact us 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 the brands we sell. 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 within 14 days (see our Delivery & Returns section for more details).

    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. Our experienced, well connected, and frankly, rather charming buyers, deal direct with brands or their authorised distributors.

    How can I find products for a specific sport?

    You can filter our flash sales by sport on our Flash Sales homepage by clicking on your preferred sport, or you can view products by sporting category across all flash sales if you’d like; just click on "Shop by Sport" 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. We have an office full of sports mad staff who like nothing better than talking about kit!

    Find out why you may not find exactly the brand you were looking for:

  • Placing an Order

    What payment options can I use?

    We accept most major credit and debit cards including Visa, Mastercard, and Visa Electron. You can also pay via PayPal and checkout with Amazon.

    Is payment secure?

    All transactions on our site are secure. We use a secure socket layer (SSL) whenever transferring personal information and we only store the card type and expiry date of your credit or debit card in our system.

    How do I use SportPursuit credit?

    If you’re lucky enough to have Account 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 in My Basket and you’ll be able to apply the credit to your order.  100 points = £1.

    Please note: SportPursuit Account Credits will typically expire 12 months after the date of issue, unless otherwise notified. For full Terms and Conditions relating to Account Credits please see 6. Referrals and Account Credits.

    How do I use a promotional code?

    Occasionally, we will issue promotional discount codes for selected customers, flash sales or products. These will be subject to terms and conditions, as indicated in the relevant promotion from which you got the code, and will often be valid for a limited period of time, number of uses, or minimum spend. To use your promotional code, just click on 'Personal Promo Codes' under the order summary in My Basket, type in your promo code and click 'Apply Promo Code'.

  • 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?

    If you change your mind about the purchase of a Gift Voucher, you can ask for a refund as per our usual cancellation policy. We will then inform the recipient that their Gift Voucher has been cancelled. Please note that you cannot cancel the purchase of a Gift Voucher during the 14 day cooling off period if it has already been redeemed (in whole or part).

    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, Gift Vouchers can be used in conjunction with other discount vouchers & store credit. However, Gift Vouchers cannot be bought using any other form of store credit or discount code.

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

    If you do not spend the entire balance of the Gift Voucher, the remaining balance will be held on the Gift Voucher for future use within the expiration period.

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

    If you have made a purchase with a Gift Voucher (in whole or in part) and you would like to return or cancel your purchase, you will be refunded the amount paid in the form of store credit.

    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 Gift Vouchers where you’ll be able to check how much credit is left on your voucher.

  • 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 additional items as per normal and then contact us letting us know both order numbers and we may 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 contact us and let us know the new address you'd like to ship to and we'll let you know once it's been changed. Provided your order has not yet been processed at our warehouse, changing your shipping address should be no problem. If the wheels are already in motion on processing your order, unfortunately it may not still be possible to change your shipping address - but we'll do our best to get it updated for you.

    Can I cancel my order?

    You can cancel your order at any time before your order is delivered and up to 14 days afterwards. If your order status is still 'Processing' just contact us letting us know which items you would like to cancel from your order. If you are cancelling an order which has already been delivered to you, you must follow our Returns Procedure.

  • When Should I Expect Delivery?

    Why is my order still ‘processing’?

    The status of your order will show as 'Processing' from the point at which you place your order until your order is despatched and complete. Once each sale ends we order products in bulk from the brands who then ship those products to our warehouse; this means longer delivery times but is one of the reasons that we can secure the best prices for our members.

    Our CEO explains more about how we work:

    Why does delivery take longer than an average online retailer?

    For each one of our flash sales, we provide a despatch estimate based on the time we anticipate it will take for that supplier to ship the products to our warehouse; this is typically around 2-3 weeks from the end of each sale. The reason for our longer-than-average delivery times is that we order products in bulk from the brands at the end of each sale in order to secure exclusive offers for our members.

    Within the UK, products will usually be delivered within 48 hours of despatch; for international deliveries delivery may take longer depending on the postal service used.

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

    Products in different sales may have different delivery estimates. We typically despatch products as soon as we receive them at our warehouse, so if you order products from multiple sales you're likely to receive these in several packages.

    Adam explains more about how we work:

  • Delivery Options

    Can I change my order once I have placed it?

    You can change your order at any point up until it has been despatched. Just contact us here.

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

    If you're wondering when you're likely to receive your order, you can view an up to date despatch estimate by clicking on the relevant order in My Orders. 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.

    We will send you a Despatch Confirmation Email to let you know when your order is on its way to you, including tracking information if available.

    How are orders sent?

    Our orders are typically sent either by Royal Mail Tracked delivery or by courier, depending on the size and value of the items we are shipping.  For deliveries within the UK, we also offer delivery with Collect+ and you can select this option during checkout.

    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.

  • Collect+

    How much does Collect+ cost?

    The Collect+ service costs the same as regular shipping - you can view these prices here.

    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 enter your postcode and 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 are shown on the Collect+ website.

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

    Once we have sent you a Despatch Confirmation Email, your item(s) will be 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 Collect+ collection points Monday to Saturday.

    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 multiple items with different despatch estimates?

    Your order may be split and sent in multiple despatches. In this instance you will receive multiple Despatch Confirmation Emails, and multiple notifications of delivery from Collect+ with different barcodes, so do make sure that when you are collecting each package 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 for you.

    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 at any time before your order is delivered and up to 14 days afterwards. If your order status is still 'Processing' just contact us letting us know which items you would like to cancel from your order. If you are cancelling an order which has already been delivered to you, you must follow our Returns Procedure.

    If your order has been despatched, but you have not yet collected it, 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 Procedure.

  • 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 your order if for any reason you're not completely happy with it. You must inform us of your intent to return the item, and obtain a return authorisation number, by visiting “My Account > Returns” and following the instructions.

    Please click ‘New Return Request’ and select the relevant order you would like to return. Then select the quantity of each item you are returning, and the reason for return.

    Items should be returned with the original branded product packaging and tags still attached, and the products must be in an unused condition (except in the case of products which you have discovered to be faulty upon use).

    Returned items will be checked at our warehouse after which we will issue a refund as soon as possible, and in any case within 14 days of us receiving your return. We will send you an email to let you know that your return has been received at our warehouse and another to confirm that your refund has been processed.

    You are responsible for the risk of returning your order back to us, so please use a recorded delivery service and ensure you keep your proof of postage until we confirm receipt of the item(s) by email. You will be required to pay for the return of the products to us but if you have paid with PayPal you can get in touch with them to get free return shipping.

    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 to stick on 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 faulty, defective or damaged item.  If this is the case, however, please contact us - and 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.

    Adam explains why it's not often possible for us to offer exchanges:

    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 create a new return request?

    There are two reasons why you may not be able to create a new return request for your order;
    The first may be 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 “My Account > Returns”.
    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 please contact us and we’ll let you know if this is possible.

    How long does it take to process a refund?

    After you notify us that you wish to cancel your order (if your order has not been despatched), or after we receive your returned order at our warehouse, we will issue a refund as soon as possible, and in any case within 14 days. From the point at which we process your refund, it can sometimes take a couple of days for our merchant service provider to clear these funds back into your bank or PayPal account.

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

    We will endeavour to refund you as quickly as possible after we receive your product back at our warehouse, and in any case within 14 days. Please contact us if you have experienced a delay in receiving your refund.

    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


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.