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    Frequently Asked Questions


    Before contacting us, please check the despatch email we sent which confirms what should have been in the parcel.

    Sometimes we split your order in to more than one delivery so it might be the item(s) you're missing will be delivered separately.

    Also, check the despatch note that came with your parcel. That will list all the items in your parcel. If the item(s) you're missing are not on that note, it's likely they'll be delivered separately.

    If you have tracked your parcel and it shows as delivered but you wish to dispute it, we strongly recommend that you call our Customer Care team so that we can discuss the  delivery together all in one contact. Please be advised that we may need to use the recording of the call in order to conduct the investigation with our carrier and/or the police.

    Before contacting us we suggest you check with your neighbours and any safe places around the delivery address. Usually the tracking will have a picture of the delivery location and that will be our first port of call.

    Sign into your JD account www.jdsports.co.uk/myaccount/dashboard/ and check your order history or simply use the 'track my order' link here to see the latest update of your delivery.

    Alternatively you can check the tracking link we sent in your despatch email to view the latest tracking information ,however please note Click and Collect orders cannot be tracked through this service. For Click and Collect orders the store will notify you when your order is ready to be collected. Please allow the required time for the delivery method you have chosen before you contact us.

    Only received part of your order? We sometimes fulfil items from multiple locations so your order may be split across more than one delivery. Check the items on the despatch note in your parcel against what you've received. If they match, the rest of your order is in a different parcel. If they don't match, give us a call and we'll find out what's happened.

    Still need help? Call us on 0161 393 7055! Be sure to have your order number ready so we can help you as quickly as possible.

    When ordering before 1pm, you can now have your parcel delivered between 6pm - 10pm on the same day (location restrictions apply).

    Your parcel will be delivered using a ZERO emissions vehicle.

    We also offer same day Click & Collect in store .


    Order by midnight to receive your parcel within 2 days of the following day, e.g. order at 22:30pm on Wednesday, receive it before Friday evening.


    The following postcodes are excluded from this delivery promise:


    Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50


    Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3


    Islands: BT, IM


    Jersey – JE


    Guernsey – GY


    Check out the delivery pages to see whether it’s currently available.

    If you used our Returns Portal, we expect the carrier to have returned your order to us within 10 days of you passing your return to them. If you used an independent carrier to return your order, you should check with them for their delivery timescales. You can usually track the parcel's journey via the carrier's website.
    Once the parcel has arrived with our returns team, we aim to process it within 14 days. This marks the item(s) as returned and triggers a refund. Once the refund process has started, we expect the refund to be back with you within 5 working days. This timeframe can vary according on your payment provider.
    If the refund was due to a cancellation, we'll cancel them from the order which will trigger a refund back to your method of payment. We will do this as soon as possible and by no later than 30 (thirty) days from the date of your order. Once the cancellation has been confirmed and the refund process started, we expect the refund to be with you within 5 working days. This timescale can vary according to your payment method.
    Why not take a look at our 'New In' section to see if something else catches your eye.


    Want a faster refund?

    Return your order to store! Just to take the goods you want to return, along with your despatch email or the despatch note that came in the parcel, to one of our stores and the team will be happy to assist.

    Find your local store HERE

    Your return will be processed at the till point and this will trigger a refund back to the original payment method you used to purchase your order online.
    We can refund all online payment methods.
    By Post Click HERE

    To return by post check out our carriers and register your return on our returns portal HERE

    All you need is you order number and e mail address to register your return. No printer? No problem! Printer less options available for your returns label. Online orders can only be refunded. Exchanges are not available.


    If you ordered an item from Nike on or after 15th September 2022, you should return that product back to JD. If you ordered an item from Nike on or before 14th September 2022, you should return that back to Nike. Please see the FAQ “I bought my Nike item on or before 14th September 2022, where do I return it to?”.


    Orders that came directly from adidas, Reebok, Under Armour, Timberland, Vans or The North Face need to be returned back to them using the free returns label that was provided. If you need a Brand Partner Returns label, contact our Customer Care team HERE




    At certain times we are unable to send all of the items that you have ordered. If this is the case, we will send you an email letting you know of any items that are missing from your order.


    Please note that we will provide a full refund for any items that have not been sent.

    Please note that if purchasing more than 1 item then your order may be split into separate deliveries. 

    If you have not received communication that an item was not available and not received your full refund after 5 working days, then please contact our Customer Care team. We'd recommend calling us so we can discuss all the elements of your order in one contact.

    Before you contact our Customer team to advise on stock online, please ensure you've checked the item you require isn't showing as in stock on the website.
    To do this, select the item on site and see if your size is available. 

    We're pretty quick at picking and packing your order & once the order has been placed we can't change it before despatch therefore we need to be quick to cancel your order once your purchase has been confirmed. Once your order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before placing your order. If you contact us on 0161 393 7055 as soon as possible we may be able to help.  

    If you change your mind, please look up the FAQ “How do I return / exchange my order?” 

    If you're having trouble logging in, our login page is case sensitive. Ensure that you are entering your email address/password exactly as you registered it. Some devices may automatically capitalise the first letter of your email address or password, so ensure that you change this letter to lower case before you attempt to login.

    If your password isn't being accepted, you may need to reset it so we can provide you with a new one. To do this, click 'Forgotten your password?' and follow the steps to allow us to send you a new password.

    If you're still having problems logging in, you may not have registered an account with us successfully when you placed your first order. You can check if you have an account registered by using the 'register for an account' option of the website. If you've not got an account, the website will allow you to register your details and create a new account.

    For help with any further login issues, please contact our Customer Service team who will be happy to help.


    If an item arrives damaged or faulty then please contact our Customer Care team who will discuss your return options. We may send the item to our inspection team to assess whether a manufacturing fault is present. Depending on the results an offer of a refund will be made.

    Alternatively, you can take your despatch note and the faulty or damaged goods to one of our JD stores. The team will be happy to assist and send your item off to our distribution centre who will do an inspection, then depending on the results offer a refund.                                                                                                                       

    If delivery is to an address in the EU then taxes and duties will be settled on your behalf with our courier. You will be the importer into the EU and by ordering through this site you give authority to our couriers to deliver and clear goods to you on that basis.  There will be no additional cost for you as we will settle the charges on your behalf.


    If delivery is to an address outside the EU, you may be charged taxes or duties on import into the destination country. You are responsible for paying any taxes, duties or additional costs which may be levied at the time of importation. We recommend you contact your local customs authority or post office to understand the potential costs prior to placing an order. You will be the importer into the destination country and by ordering through this site you give authority to our couriers to deliver and clear goods to you on that basis.


    We are sorry you haven't received a despatch note with your delivery.


    We are not able to provide you with a copy of the despatch note at present, however, if it's a proof of purchase or receipt you're looking for, your order confirmation email is just as good.


    If you wanted the despatch note to return your order you should only need your order number to create a return through our returns portal here. If you choose to send items back yourself, please remember to pop a note in with your parcel that has your order number, name, what you're returning and some contact details, just so we know who the parcel relates to!


    We'd love to hear from you. Whatever you want to say, let the JD Team know about your online experience by clicking here

    You can send your Raffle & Yeezy Returns through our dedicated returns portal.

    For Raffle & Yeezy Returns ONLY click here 

    The JD Foundation is currently undergoing a full strategic review which is set to be launched in the final quarter of 2023.

    At present, JD Foundation is fully committed to our Charity Partners and is currently closed for all funding and partnership applications.

    JD Foundation will be sharing more information around how to become a benefactor of the Foundation as we progress towards 2024, a process which will see us supporting more charities across more communities.

    To keep up to date, please follow The JD Foundation on social media:

    Instagram - @TheJDFoundation

    LinkedIn - The JD Foundation

    If you want to return your online order to us there are lots of ways to do it. Please note store purchases must be returned to our stores.

    Pop down to one of our stores nationwide, take your despatch note and the goods you want to return within 28 days, and the store team will be happy to offer you a refund.  They'll mark the item as returned via the till and that will trigger a refund back to the original method of payment. You'll also be given a receipt confirming the return of your goods.

    You can visit our Returns portal and choose from an array of carriers we've partnered with to get your unwanted goods back to us. Remember to put your despatch note in the parcel.

    Personalised items will only be accepted if the personalisation text is incorrect or if the product is faulty. Underwear is non-refundable for hygiene reasons. Swimwear returns will only be accepted if the hygiene seal is still intact and can only be returned to store.  

    Please note, orders purchased on the UK site cannot be returned to any of our stores outside the UK. We're not able to offer exchanges for online orders either

    We will ordinarily refund the full purchase price together with the standard delivery charge paid as long as we receive your order within the cancellation period. If you chose to pay extra for express delivery, we will only refund the cost of standard delivery. Please note though that if you want to return only some items but keep the rest of your order, you may not be entitled to a refund of the delivery charge.

    Orders fulfilled by adidas, Under Armour, Reebok, Timberland, Vans or The North Face
    These items need to be returned directly to our Brand Partners. A returns note should have been included with your purchase however, if not, you can contact our Customer Care Team HERE and request one




    We believe that the PINK SODA – HEART ZIP THROUGH HOOD may have a print issue. The print wears off after washing therefore please return any faulty washed garments to store for a full refund. Please note this notice only applies to certain batches produced and only washed garments where this issue is apparent will be refunded. We take the quality of our products extremely seriously and apologise for any inconvenience this may cause.

    To see your options click here to view our delivery page. 

    You can send your Raffle & Yeezy Returns through our dedicated returns portal. click here 

    To check if your local store has an item in stock then please contact your local store via the store locator.


    Sorry your order was cancelled.
    If any of the items you've ordered are out of stock at the time of packing , we'll cancel them from the order which will trigger a refund back to your method of payment. We will do this as soon as possible and by no later than 30 (thirty) days from the date of your order. Once the cancellation has been confirmed and the refund process started, we expect the refund to be with you within 5 working days. This timescale can vary according to your payment method. There are other reasons we may cancel your order, which are set out in our  Terms and Conditions

    If you placed your order in store or at a kiosk you will need to return to store for your refund. Why not take a look at our 'New In' section to see if something catches your eye.


    To check your gift card balance, just click here and scroll to the bottom of the page.
    Our prices at JD UK are the same online as they are instore. This excludes any exclusive online or instore promotions which may be on offer from time to time.

    We can supply a VAT invoice for your online order when:

    • The order has been delivered
    • You have a valid VAT number
    • We can verify the VAT number
    • The billing details of the order match the address details associated to the VAT number

    If we're unable to validate or match any of the VAT details with the order details, we can supply a despatch note which serves as a proof of purchase. If your order was split we'd supply individual despatch notes for each parcel and the items within that parcel.

    In order to request a VAT invoice, please submit your request, one at a time, via our Contact Us form at https://www.jdsports.co.uk/customer-service/contact/

    We understand that we may have previously supplied VAT invoices on request however we've updated our process to ensure a due diligence before supplying VAT invoices. 

    Reasons we may reject your VAT Invoice request

    • Multiple requests in one Contact Us form submission
    • The billing details from your order don't match the details associated with your VAT number
    • If we're unable to verify your VAT number
    • If your items were refunded

    Please go to our delivery page and select your Country from the drop down list on this page

    During busy periods confirmation emails may take a little longer than expected but please be assured we are working on your order! Please check your junk email folder.

    Standard delivery is a home delivery which is usually made within 5-7 days of your order being placed.

    UK standard delivery is £3.99 - or free over £70.

    We cannot deliver to PO boxes and if you require delivery to the Channel Islands you will need to select International delivery.

    Please note, these charges and days to deliver may vary from time to time with promotional activity.

    We have split your order so that we can get it out to you faster. To see how your order is progressing simply click Here and enter your order number from your confirmation email

    Check out our delivery page HERE to find out more!

    If your order has not arrived by the estimated delivery date then please check with your neighbours to see if the courier has left the parcel at their house, also check any safe areas that the driver may have left your parcel, such as the garden shed or porch. 

    Before contacting us please check the tracking link we sent in your despatch email to view up-to-date tracking information. 

    If you still can't find your parcel or want an update on your order, then please contact our Customer Care team quoting your order number.

    If you've ordered through an instore kiosk and would like to return an item, you will need to do this instore as we are unable to process returns for kiosk orders via our Distribution Centre. Exchanges are currently unavailable. Find your nearest store here

    Yes! You can use both eGift cards and Ultimate gift cards online.

    Gift Cards are valid for twelve months from date of purchase. The Gift Card will expire and any remaining balance will reduce to nil if it is not used within a 12 month period.

    You can contact us by phone on 0161 393 7055! Opening Times - 8am - 9pm, 7 days a week. Be sure to have your order number ready so we can help you as quickly as possible. Or visit our customer contact page here or check out our FAQ's for a quick answer!





    If you want to send something to someone as a gift then you can use their address as the delivery address when you place your order.

    We dont offer a gift wrapping service so the goods will arrive just like a normal order. We do display the prices of the items on the delivery note & we can only discuss the order with the person who placed the order.

    You can purchase an E Gift Cards HERE

    International Standard delivery times vary depending on the destination and service selected at checkout. Depending on the location of your delivery, we do aim to deliver your order between 10 and 14 working days.

    We go global and deliver to +180 countries. Click here to find out more about locations we deliver to, pricing and delivery times. 


    We have additional product lines available for delivery direct from our brand partners, so we can do our best to get the size you want. The products are shipped and sold directly by the JD brand partner to you.

    This is only available for standard delivery and, depending on which brand partner shipped your product(s), may have some bespoke returns rules.

    For products shipped by adidas, Reebok, Under Armour, Timberland, Vans or The North Face, unwanted returns must go directly back to the brand partner. Please don't attempt to return them to a store or our warehouse as this will delay the returns and refund process. Please use the returns label that came with your brand partner order. If you need a replacement returns label, please contact Customer Care by clicking HERE

    For products shipped by Nike, you can follow the same returns process as JD fulfilled items. Visit our returns portal HERE, enter your order number and email address and follow the instructions.

    For more information on Returns, click HERE and select Returns

    Our products are sold on a DDU (Delivery Duty unpaid) basis. Additional taxes, fees or levies may apply according to local legislation.

    Recipients of deliveries made outside the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. JD Sports cannot offer any assistance in these processes.

    To help make sure that customs duties are not payable for deliveries outside the EU, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold.

    Deliveries will be shipped via DPD, DHL, Skynet or Pro-carrier depending on the weight and value. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.

    If you receive your goods and they appear either broken or faulty, you have the right to return them because they won't be as described.

    Please ensure you return the goods within our returns period and remember to include your despatch note as well as the reason for returning them.

    Once received and processed, this will trigger a refund back to your original payment method. Sadly we can't offer exchanges but we can help with returning your goods.

    You can return them for free to any one of our JD stores across the UK or you can visit our Returns Portal for other options which may be more convenient.

    Should you need any help with the Returns Portal, you can always get in contact with us HERE                                                                                                        

    If you have any concerns about how we handle your data, please take a look at our Privacy Policy page


    Here you'll find details of how your data is processed and who to contact should you still have any questions.

    You can see all the JD Status FAQs by visiting:


    If you don't find what you're looking for, you can call our dedicated JD Status helpline by opening your JD Status App, clicking on MORE and then CONTACT US

    Please ensure you make of note of your LOYALTY ID. you can find this by opening your JD Status App, clicking on MORE followed by PROFILE. Your LOYALTY ID is displayed at the top of that page.

    JDX is no longer available for new customers or those wanting to renew their membership subscriptions. Existing JDX members will continue to have access to their JDX perks including (free delivery during your membership, early access to sale, and access to product raffles).;

    How long does it last? JDX Unlimited is valid for 12 months from the date of purchase.

    Please see our full FAQ's here

    I've had an invite to complete a survey from you?

    That’s right – we’re doing more to understand how our customers feel about us and where we can improve our services.

    Is this legitimate?

    If the survey email is from JD Sports, with the email address feedback@jdsports.com then this is from us!

    Where can I spend the gift card?

    If you're our lucky winner, we will contact you to arrange an email address to send your e-gift card to. This can be redeemed online in store and online, as well as in our app.

    (Gift card T&Cs:


    Okay, so what do I need to do?

    Once you’ve completed the survey questions, the option to consent to enter the competition will appear. Select yes, and then boxes will appear to input your first and last name, and email address. Make sure your email address is typed in correctly, as this is how we will contact you if you win! Keep an eye on your emails to find out if you have won – we will email you to confirm that you’re over 18 and arrange how we’ll get your gift card over to you.

    Why does it say "Qualtrics"?

    Qualtrics are the agency we use to conduct our surveys and store the responses you provide. You can check their privacy policy here



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