FAQ's


Can I use my reward card online

Currently the DWSports gift cards & reward cards are treated as separate entities and cannot be used when purchasing product online. Sign up to the DWSports newsletter for great offers online including exclusive product, bespoke offers, competitions and much more.

Does the 10% off in-store apply to online purchases?

Yes, You can add your membership number at basket for 10% OFF every order ex. delivery charges. 

Your 10% loyalty discount can only be used on full price items. This excludes all reduced, sale, discounted and promotional items.  

 

Where can I buy a gift card?

You can buy gift cards from your nearest DW Sports store. Click here to view the store locator.

 

How long are gift cards valid for?

Full balanced gift cards:

The full balance on the card is valid indefinite. 

Used/part balanced gift cards: 

Your card will automatically expire 24 months after the last date you used the card to make a purchase. The remaining balance will be deducted. 

Can I use my gift card/s online?

Unfortunately, we do not accept gift cards online. 

My order is damaged/Faulty - What do I do?

If you feel your goods are faulty, please contact us first so we are aware there is a problem. We will need to get these inspected before a decision can be made. This can be done by taking the goods into a DW Sports store, or by sending back to the postal address. If you disagree with the initial decision made in store, you can request the goods are inspected by a brand manager, this will mean leaving the goods in store, and the inspection can take up to 14 days. If in our opinion there is a manufacturing fault we will replace the goods (subject to availability) or refund them. Please be aware we are unable to return any postage costs if your return is found to be non faulty, or an exchange is granted as good will.All damaged or faulty items must be returned to us within 7 days of receipt.

There is a collect+ label printed on your delivery note, attach the label to your parcel and return to your nearest collect+ store. Click here to find your most convenient Collect+ store. 

I have changed my mind, how can I return an item?

Firstly, fill in your returns form stating all reasons for return. There is a collect+ label printed on your delivery note, attach the label to your parcel and return to your nearest collect+ store Click here to find your most convenient Collect+ store . If you decide to return a non-faulty item/s, we will deduct the returns cost of £4.00 from any refund.

You can also return your unwanted good to any DW Sports store, where a refund will be provided by the store, or an exchange offered if avlible. If the exchange is not avalible in store, they will return the item for you. Use the link below to find your local store;

https://www.dwsports.com/storelocator

Please remember to keep your receipt as a proof of postage and to track your return.

How do I check the balance on my gift card?

 You can go to a DW Sports store and check the balance at the tills. Alternatively, you can contact customer services on: [email protected]

 

 

How can I contact DWSports.com?

Please use the link below;

https://www.dwsports.com/contact-us

What if I am unable to collect my parcel within the designated time?

Extensions on a 10 day collect period are not a problem but you must contact DW customer service team to request more time [email protected]

DW Sports Customer Services opening hours:
Monday to Friday: 9am - 5pm

* Calls will cost 7 pence per minute plus your telephone company's access charge.

How do I update my personal account details?

You can edit all your personal details on your account when you sign in. 

How do I unsubscribe from DWSports.com promotional emails?

You can unsubscribe by clicking on the 'unsubscribe' link on the footer of your promotional email. 

I have forgotten my password?

Go to the DW Sports login page for registered users, click on the forgotten password link. A password generator will appear on screen, enter your registered email address. You will receive a password-reset email within 24 hours. 

What are the benefits of entering my birthday?

DW Sports advise you add your birthday when you choose to register with us. This enables us to send you various offers & promotions around your birthday. 

Do I have to create an account to buy from DW Sports online?

This is not necessary, You can buy items as a guest user. 

How can I see my order history?

You are able to view your order history when you log into your account. 

I'm having trouble placing an order?

Please contact the DW Sports customer service team: [email protected]

How can I amend my order?
How do I change my address after I have placed a order?

Unfortunately you cannot change an address once an order has been placed.  

How do I cancel my order?

Please refer to the tracking page on your account for current status of order. 

Can I place a order by telephone?

DW Sports advise you place all orders via online, however if your order exceeds £300.00 basket value you will be prompted to contact customer services. 

Will I be charged VAT on my order?

Prices quoted on the website are inclusive of VAT where it is applicable. If you reside in a location, which is VAT free such as the Channel Islands, it will be your responsibility to claim back the VAT which you pay. 

If you require a VAT receipt please contact customer services [email protected]

 

How can I contact DWSports.com?

Please use the link below;

https://www.dwsports.com/contact-us

I have changed my mind, how can I return an item?

Firstly, fill in your returns form stating all reasons for return. There is a collect+ label printed on your delivery note, attach the label to your parcel and return to your nearest collect+ store Click here to find your most convenient Collect+ store . If you decide to return a non-faulty item/s, we will deduct the returns cost of £4.00 from any refund.

You can also return your unwanted good to any DW Sports store, where a refund will be provided by the store, or an exchange offered if avlible. If the exchange is not avalible in store, they will return the item for you. Use the link below to find your local store;

https://www.dwsports.com/storelocator

Please remember to keep your receipt as a proof of postage and to track your return.

My order is damaged/Faulty - What do I do?

If you feel your goods are faulty, please contact us first so we are aware there is a problem. We will need to get these inspected before a decision can be made. This can be done by taking the goods into a DW Sports store, or by sending back to the postal address. If you disagree with the initial decision made in store, you can request the goods are inspected by a brand manager, this will mean leaving the goods in store, and the inspection can take up to 14 days. If in our opinion there is a manufacturing fault we will replace the goods (subject to availability) or refund them. Please be aware we are unable to return any postage costs if your return is found to be non faulty, or an exchange is granted as good will.All damaged or faulty items must be returned to us within 7 days of receipt.

There is a collect+ label printed on your delivery note, attach the label to your parcel and return to your nearest collect+ store. Click here to find your most convenient Collect+ store. 

Where should I post my return to if I do not wish to use a collect+ label provided?

Return your item via a tracked method and keep the proof of return from the courier service.

Or, 

You can use the Yodel Home Return service, which takes 2-4 working days and can be collected from the comfort of your home. Contact customer service to arrange a collection on [email protected]

The service cost £5.99 and we be deducted from your refund.

Returns Address: 

DW Sports.com Returns Department,

Whelco Place, Enfield Street Industrial Estate,

Pemberton,

Wigan,

Greater Manchester

WN5 8DB

How long will it take to process my return?

DW Sports will process your refund or exchange within 28 days of receipt. If there is an issue with your order, please do contact us first to let us know to be expecting the goods back. Please be aware, once a refund is processed, the funds may take upto 10 working days to reach your account

I am missing an item - What should I do?

Please contact DW Sports customer services: [email protected]

Can I exchange items?

You have 28 days to return your items to us. For faulty or damaged items, these must be returned within 14 days of receipt. Please send a ful description of the issue on the retunr note. The goods will then be inspected, and you will be contacted with an outcome.   

What exactly is Click & Collect?

Click & Collect allows you to buy online and collect purchases in store. Select the Click & Collect delivery option at checkout to have your purchases delivered to your nearest DW Sports store for free.

Can I get somebody to collect my order on my behalf?

We can only accept a family member with the same surname to collect your order. Please ensure they turn up with photo ID (passport or driving license) and your confirmation email on hand.   

How long will it take for my purchase to arrive in store?

Items are despatched to stores and delivered within 2 working days. Once you have received your confirmation email or text, simply pop in store to collect your shopping.

What if I am unable to collect my parcel within the designated time?

Extensions on a 10 day collect period are not a problem but you must contact DW customer service team to request more time [email protected]

DW Sports Customer Services opening hours:
Monday to Friday: 9am - 5pm

* Calls will cost 7 pence per minute plus your telephone company's access charge.

How can I find a DW Sports store and see the opening times?

Details of all DW Sports stores can be found on the store locator: www.dwsports.com/storelocator  Your confirmation email will also point you in the right direction of your selected store. 

What do i need to collect my order?

Bring your 'ready to collect' email with your unique identification number ready to quote,
this can be printed or displayed on your phone and a photo ID (passport or driving licence). 
A family member with the same surname can also collect on your behalf. 

Can I return my order back to store?

You may return your purchases back to your selected Click & Collect store in an unused condition for exchange or refund within 14 days of collecting your order. Any faulty or damaged items must be returned within 7 days of receipt. 

Where can I find my local CollectPlus location?

Select the CollectPlus delivery method at checkout. You will then be prompted to enter your home postcode. The CollectPlus store locator will automatically display your nearest CollectPlus locations. Simply select the most desirable location. 

How long do I have to collect my parcel?

Once your parcel is delivered to your chosen CollectPlus store, you will have ten days to collect it.

Upon delivery CollectPlus will send you a notification SMS or email containing your 7 digit collection barcode.

CollectPlus will send you two further reminders via SMS or email before your parcel collection date expires.

Once your parcel has expired it will automatically be returned back to DW Sports. 

How do I collect a parcel from my CollectPlus store?

Once your parcel has arrived at your chosen CollectPlus store we will send you an email or text message to let you know. Simply show the storekeeper your 7 digit collection barcode which was included in the email or SMS for the storekeeper to scan, along with your ID.

 

Forms of ID accepted include:

  • Cheque Guarantee / Credit / Debit Card
  • Bank/Building Society Book
  • Valid Passport
  • Cheque Book
  • Drivers Licence
  • Utility Bill

 

You will finally be asked to sign for the parcel. If you are unable to collect the parcel yourself, someone with your proof of ID and your 7 digit collection barcode can collect the parcel on your behalf.

How do I return a product?

Just stick your pre-paid CollectPlus returns label to your parcel and drop it off at your nearest CollectPlus store. Remember not to cover up the barcode with your tape and to ensure that it is securely fastened to prevent it coming off in transit.

You will find a pre-paid CollectPlus label within your despatch note. Fill in all necessary returns information on the left side of your web receipt and include in your returns parcel.

Ensure that any labels that were on the parcel when you originally received it are either removed if possible or covered with the new returns labels that you are attaching. It’s important that you cover up or remove any pre-existing barcodes to prevent your parcel from being incorrectly scanned.

Once you have dropped your returns parcel at your chosen CollectPlus store, you must keep your receipt as this has your parcel tracking code on it.

Once your parcel has been returned to DW Sports you should allow up to 28 days to process refunds/exchanges. 

Please note there is a charge to return via the pre-paid CollectPlus label. For more information please visit www.dwsports.com/terms&conditions 

My return parcel seems to have been lost?

If there has not been an update on the tracking events for your parcel on your DW Sports account for over 3 working days please contact customer services: [email protected]

How long will it take for my parcel to be delivered?

Standard CollectPlus parcels arrive at your chosen location within 2 working days.

Bank holidays and weekends are not treated as ‘working days’.

If you are sending a parcel to the Highlands and Islands you will not see any tracking following a scan which states your parcel is at the National Hub. Please allow up to 5 working days following this tracking event before contacting us.

We do not offer timed delivery or collection slots from our stores and our drivers may deliver your parcel from 7am to 9pm.

If you are returning an item, allow adequate time after the delivery date before contacting DW Sports.

To track your parcel simply enter your CollectPlus tracking code in the navigation bar at the top of the CollectPlus website. 

How will I know my CollectPlus parcel is ready for collection?

Upon delivery CollectPlus will send you a notification SMS or email containing your 7 digit collection barcode.

CollectPlus will send you two further reminders via SMS or email before your parcel collection date expires.

Once your parcel has expired it will automatically be returned back to DW Sports. 

Can you deliver to BFPO addresses

Yes we deliver to all UK mainland BFPO Addresses. 

How to enter BFPO addressses

BFPO addresses must be entered into the fields in a specific format - Please see below for example: 

 

Full name: Rank, Name 

Address line 1: Company/Regiment 

Address line 2: BFPO #### (e.g BFPO 123)

Town/City: Ruislip 

County: leave field blank 

Postcode: HA4 6DQ

Country: United Kingdom 

 

How do I obtain FREE delivery?

Click here to see the FREE delivery options available.

 

What happens if my parcel is missing or damaged?

Contact the DW Sports customer services on [email protected]

What happens if the items in my order are delayed?

In the event of delayed items you will be contacted by customer services.

Please note all personalised products have a delay of upto 3 working days, as these do need to printed in house.

 

How long will it take to receive my delivery & how much will it cost?

Click here to view our delivery information.

How can I track my order?

Log into your DW Sports account and select the 'Track my Order' tab this will show the status of your order.

Where can I get my order delivered to?

We deliver to all UK addresses & Collect+ stores. Click here to find your nearest Collect+ store. 

Click here to view our delivery information. 

Who will deliver my order?

We use Yodel as our home delivery courier and we also offer Collect+ delivery. Click here to view your nearest Collect+ store.

Can I change my delivery address?

Our policy states that we cannot affect orders once they have entered into WH processing. That said we do still make every attempt to enforce requested changes to order details but advise that this is very much dependent on the status of your order.

We are also unable to change address details to locations whereby there is a price differential such as Northern Ireland or Highlands & Islands addresses.

Please contact customer services to check the status of your order [email protected]

 

What happens if I am not in if my order arrives?

The courier will have leave a card with a parcel reference number on it, and instructions about your delivery. With the parcel reference number you can contact the courier and re-arrange a delivery over the phone or through the courier's online tracking system.

 

 

Do you ship internationally?

Unfortunately, we do not ship internationally at this current time.

Do you deliver to PO Box addresses?

Unfortunately we  are unable to delivery to PO Box addresses.  Please provide an alternative UK address we can delivery your order to.

Where can I find the customer services helpline number?

The contact number for the DW Sports customer service helpline is: 0330 134 0160.

Do you deliver to the Scottish Highlands and islands?

Yes we deliver to Remote Areas this can take up to 8 working days and include the following postcodes:  

FK18-19
HS1-9
IM1-9,99
IV1-28
IV30-32
IV36
IV40-49
IV51-56,63
KA27-28
KW1-3
KW5-17
PA20-38
PA41-49
PA60-78,80
PH17-26
PH30-44
PH49-50
PO30-41
TR21-25

ZE1-3

Do you deliver to the Channel Islands?

Unfortunately, We do not delivery to the Channel Islands.

My Yodel tracking number does not work

Whilst the carrier makes every attempt to scan all parcels into the network there are exceptional circumstances whereby a parcel may be missed. This does not necessarily mean that your parcel is not on route. We would usually advise waiting 24 hours for scanning information to update.

Can I refuse a package if I no longer want it?

If you have selected home delivery you are well within your rights to reject your parcel on delivery. The parcel will then be taken back to central hub by the carrier and processed for return back to DW Sports Head Office.

We do not actively promote this and advise that this method may take longer to arrive back at DW Sports than using the methods stated below.

Collect +

Our preferred returns method is collect +.

If you have chosen this channel for outbound you can either choose to leave the parcel at the collection site and on day 10 this will be returned back to DW Sports Head Office for process or you can visit the site and return the parcel on collection as a return. There will be a pre-paid label attached to your dispatch note that can be added to the parcel and returned accordingly. This will take approx 72 hrs to arrive back at Head Office.

*please note that if your return is not manufacturing fault specific and you have chosen any other method than store return, refunds will be net of postage or pre-paid collect + label costs.

Click & Collect (store return)

You can choose to return your parcel via any DW Sports store. This service is FREE in all instances. If you have chosen Click & Collect as your preferred outbound channel then we will return non collected items on day 10. We do ask that customers contact store where possible to inform of non collection. 

You said that the bank has refused authorisation to ship my order, but the money has been taken fro

We do not take payment until the item has been dispatched. However your funds are retained and will be automatically released within 5 days.

What payment methods can I use?

We currently accept the following payment methods:

  • MasterCard  
  • Maestro
  • Visa
  • Visa Credit / Debit
  • Paypal

We regret that we can only accept cards issued in the UK as methods of payment.

We regret that Solo cards cease to be valid methods of payment on 31/03/11 and will not be accepted for payment after that date.

How do I pay?

Enter your card details or Paypal information at the payment stage in checkout. 

How do I use discount/promotional codes?

You can enter your promotional code into your basket before proceeding to the site checkout. Please ensure the advised discounts have been taken from the order before proceeding. You should also check that the final total of your order is correct.

Why has my payment been declined?

Please contact your bank for further information.

What is a security check?

A online security check verifies you are the owner of the payment method.

Can I use a international card to purchase?

Unfortunately we can only accept cards which are registered in the UK. 

What is a pre-order?

A pre-order product is a product that has not yet been released. By pre-ordering, you are reserving the product for launch date.

When will my payment be taken for my pre-order product/s?

Payment for pre-order products will be taken on day of dispatch. 

When will my pre-order be delivered?

If you have ordered pre-order items with a launch date, we will then reserve your total order until the launch date. The total order will be dispatched from us on or before the day of the launch. We will dispatch all next working day & CollectPlus orders the day before the launch so these should be with you on the launch date. I'm afraid all other delivery methods may not be with you for the launch date, as they will fall under there respective delivery times.

What happens If I place a order with a pre-order item/s included?

Part of your payment will be taken for the non pre-order items on dispatch and the remaining funds will be held until your pre-order has been dispatched.

When will my personalised pre-order be delivered?

If you have ordered pre-order items with a launch date, we will then reserve your total order until the launch date. The total order will be dispatched from us on or before the day of the launch. We can only gurentee delivery of goods on the launch date if either collet+ or next working day services are used. 

When will my payment be taken for my personalised pre-order product?

Payment for personalised product will be taken on the day the order is processed.

What is your personalisation policy?

Once you place a personalisation order a payment will be taken straight away from your bank account and your order will be non-refundable. We are unable to re-sell personalised items. 

What is a personalised product?

A item you can have printed with your name and/or number.

Where do I find the size guide?

Click here to view the size guide.

Where can I find the store locator?

Click here to view the store locator. 

Can I use my gift card/s online?

Unfortunately, we do not accept gift cards online. 

Where can I buy a gift card?

You can buy gift cards from your nearest DW Sports store. Click here to view the store locator.

 

How long are gift cards valid for?

Full balanced gift cards:

The full balance on the card is valid indefinite. 

Used/part balanced gift cards: 

Your card will automatically expire 24 months after the last date you used the card to make a purchase. The remaining balance will be deducted. 

How do I check the balance on my gift card?

 You can go to a DW Sports store and check the balance at the tills. Alternatively, you can contact customer services on: [email protected]

 

 

What happens if a item is out of stock?

If an item is out of stock on your order we will ship the available items and you will only be charged for delivered. 

Do we price match?

No, We are a specialist retailer. We ensure our prices are competitive to the market. 

Can we order through Email/fax?

Unfortunately you can only order online or via customer services hotline: [email protected]

Can I add/delete items to my order?

Once an order has been placed items cannot be added or deleted. 

Do you use cookies?

Yes, DW Sports uses cookies to ensure that we give you the best experience on our website. If you continue we assume that you consent to receive all cookies on the DW Sports website 

 

What are the different types of cookies?

A cookie is a tiny information file that is sent to your computer, mobile or other device when you visit a website and it will recognise your device on future visits. These types of files do a number of different jobs such as remembering your product preferences and chosen items, assisting you to improve your site experience as well as trying to ensure that the adverts or offers you see online are more relevant to you. These “cookies” are divided into the following categories:

Shopping Bag

These cookies are essential in order to enable the site to provide services you have asked for such as remembering your shopping bag items.

Google Analytics

This type collect anonymous information on how people use the site and the data is merged with other users to enable us to improve how the site operates. For example we utilise Google Analytics cookies to help us understand how customers arrive at our site, browse or use our site and highlight areas where we can improve areas such as navigation, shopping experience and marketing campaigns. The data stored by these cookies never shows personal details from which your individual identity can be established.

Functionality Cookies

These remember choices you make such as language, search parameters such as size, colour or product line. These can then be used to provide you with an experience more appropriate with your selections and make the visits more tailored and pleasant. The information is also merged with other users on an anonymous basis to enable us to improve how the site operates. For example our Saved Items feature utilises a cookie to remember the products which you have expressed a wish to save whilst browsing our

Targeting Cookies or Advertising Cookies

These cookies collect information about your browsing habits in order to make advertising relevant to you and your interests. They remember the websites you have visited and that information is shared with other parties such as third party affiliates/advertisers. 

Who are VeriSign?

VeriSign, Inc. is the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on VeriSign please visit their web site at http://www.verisign.com

If you have any concerns about the security of our site, or if you have any further queries, please contact customer services: [email protected]

What is a cookie?

A cookie is a tiny information file that is sent to your computer, mobile or other device when you visit a website and it will recognise your device on future visits. These types of files do a number of different jobs such as remembering your product preferences and chosen items, assisting you to improve your site experience as well as trying to ensure that the adverts or offers you see online are more relevant to you. 

Does the 10% off in-store apply to online purchases?

Yes, You can add your membership number at basket for 10% OFF every order ex. delivery charges. 

Your 10% loyalty discount can only be used on full price items. This excludes all reduced, sale, discounted and promotional items.  

 

Can I use my reward card online

Currently the DWSports gift cards & reward cards are treated as separate entities and cannot be used when purchasing product online. Sign up to the DWSports newsletter for great offers online including exclusive product, bespoke offers, competitions and much more.

How do you protect my personal information?

We implement a number of sophisticated security measures to ensure the safety of the personal information you provide. The information is contained on a secure server, which is accessible only by a limited number of employees who have authorised access rights to such information.

What is your privacy policy for children using the website?

DW Sports encourage all persons under 13 to talk with their parents or legal guardian before submitting any information to this website or indeed any other website. However, DWSports.com believes that ultimately it is the responsibility of parents or legal guardians to supervise children when online and recommends that parental control tools be put in place.

No information collected from anyone under the age of 18 will be used for any marketing or promotional purposes.