DW Sports Online FAQ

When your order is dispatched you will receive an automatically generated e-mail to tell you so. You will also receive a tracking number to allow you to follow the progress of your parcel on our courier's website. If you are having problems tracking your parcel, call our Customer Support Team on 0844 249 5300 with the order number and they will check its whereabouts for you.

If you order stock which is delivered to you directly from our suppliers, they will contact you to arrange delivery and you will be provided with contact details to call if your order does not arrive at the arranged time.

How long does it take to deliver my order?

We offer Next Working Day Delivery or Saturday Delivery. If you choose the Next Working Day Delivery option most orders will be received on the next working day, provided that they are placed before 12 noon (see Terms & Conditions and Deliveries for details). Exceptions to this are deliveries which are placed after 12 noon on a Thursday or after 12 noon on a Wednesday when the Friday is a Bank Holiday; such as Good Friday or Boxing Day. Please note that orders which require shirt printing take longer to process and some may not be ready in time for delivery on the next working day. This also applies to orders to more remote destinations or destinations which need to be reached by sea.

The only deliveries made on a Saturday are specifically requested Saturday deliveries. If you wish to receive your order on Saturday you will need to place your order before 12 noon on Friday although we recommend placing your order no later than Thursday (see Terms & Conditions). We advise that if you live in a remote location you call our Customer Services Team on 0844 249 5300 to check whether a Saturday Delivery service is available to you. If you have ordered shirt printing we recommend that you place an order for Saturday Delivery no later than Thursday.

Certain bulky or heavy products which are delivered directly from suppliers may take longer and may be more costly to deliver. If this is the case, details of delivery times and costs will be clearly displayed in the product details. Some of our suppliers do not deliver to some remote or less accessible UK destinations, or demand a surcharge to do so. To find out whether they can deliver to you and whether there is a surcharge, please call our Customer Services Team on 0844 249 5300.

From time to time we will take pre-orders for replica kit launches or football boot launches. The product will have a specific date for launch, and although we may take orders for the launch several weeks in advance, the product(s) will only be delivered to you on the specified launch date. If you place an order for an item or items of stock in addition to the stock involved with the pre-order, this stock will only be delivered with the rest of the order on the official launch date, although the funds for the order will be taken from your account when the order is placed.

What if I miss the delivery driver - will they redeliver?

Don't worry. If the driver calls and is unable to deliver, they will leave a note to let you know. They will attempt two further deliveries on the following two working days and if you miss these delivery attempts your parcel will be taken to the nearest depot and you will be informed of its whereabouts.

Can I change my original order?

Unfortunately because we aim to dispatch orders as soon as possible, we are unable to change your original order. If you call our Customer Services Team on 0844 249 5300, they can check if the order has been processed. If the order has not yet been processed, they may be able to cancel the original order. If you would then like to place a new order you could do so.

Can I cancel my order?

If your order has not yet been processed you can cancel it. Call our Customer Services Team on 0844 249 5300 and they will check for you.

How will I know when my order has been dispatched?

When your order has been dispatched you will receive an e-mail to let you know.

How do I track my order?

When your order has been dispatched, you will receive a tracking number to allow you to check its progress. Alternatively, you can contact our Customer Services Team 0844 249 5300 to check the whereabouts of your order.

Will I need to sign for delivery of my order?

Yes. The delivery driver will only hand over your goods when they receive a valid signature.

Can my neighbour take delivery for me?

Yes, but only if you inform us beforehand that this is your intention. If you let us know before we send out your order and give us details of your neighbour, we can inform the driver that they are able to take delivery and sign for the parcel.

Can the parcel be left in my garden or my shed?

No. Drivers are instructed that they must receive a valid signature and that they must not leave parcels in gardens, sheds, garages or outhouses, etc.

What if my order / part of my order goes missing?

Our system is set up to dispatch complete orders only but we may send your order in more than one parcel, so check your dispatch note to see if any items have been dispatched separately. If you feel that stock is missing, contact the Customer Services Team on 0844 249 5300 with the order number and the name or product code of the missing item and they will investigate for you. If the item is found, they will arrange for it to be sent to you free of postal charge. If this is not possible for any reason, we will provide a refund for the missing item.

If your parcel goes missing in the hands of our couriers UPS, customer services will need to raise a tracer with them to investigate the whereabouts of your parcel. The investigation process can take between 5- 8 working days, until a decision comes back from UPS unfortunately no replacement can be sent or refund can be actioned.

What if I receive the wrong order?

Our staff are only human and so mistakes like this unfortunately do happen from time to time. If you receive the wrong order contact our Customer Services Team on 0844 249 5300 and give them details of the order number which you placed and the order number which you received in error. They will arrange for the wrong order to be collected and will track down the order which you placed so that it can be dispatched to you.

What if I decide that I don't want an item?

If you receive an item which you ordered but decide that you no longer want to keep it, you may return it to us along with the returns slip attached to your delivery note stating the reason for return. Please note that you need to use a method of postage which provides proof of dispatch, such as a tracking number or certificate of posting. Provided that the item is unworn and returned with the original packaging within 14 days of you receiving it, we will refund you for it, but unfortunately we will not refund the cost of the postage.

The exceptions to this rule are printed replica shirts. We are unable to accept these for replacement or refund unless they are faulty. We will not refund you the cost of posting the item(s) back to us.

The address for returning stock to us is:
DW Sports E-Commerce Returns,
Angouleme Way,
Bury,
Greater Manchester,
BL9 0BT

Unfortunately, contrary to what is printed on the reverse of the delivery docket, you CANNOT return unwanted stock which was purchased online to a DW Sports store for replacement or refund.

What if I receive a faulty item?

If you receive a faulty item you may return it to us along with the returns slip attached to your delivery docket stating the reason for return as “faulty”. Provided that the item is unworn and returned with the original packaging within 28 days of you receiving it, we will refund it or send you a replacement (subject to stock availability). We aim to send you a replacement within ten working days of receiving the original item. Please note that you need to use a method of postage which provides proof of dispatch, such as a tracking number or certificate of posting. If a returned product is found to be faulty, we will refund your cost of returning it to us to to a maximum value of £5.49 and send the replacement postage free. If you return a faulty item which is heavy or bulky that is more costly to send back, call our Customer Services Team on 0844 249 5300 for assistance.

The address for returning stock to us is:
DW Sports E-Commerce Returns,
Angouleme Way,
Bury,
Greater Manchester,
BL9 0BT

Unfortunately contrary to returns information printed on the rear of the delivery docket you cannot return faulty stock to a DW Sports store for replacement or refund. At the time of the dockets going to print we thought that this would be possible but unfortunately we are unable to provide this service as yet. All faulty items must be returned to the E-Commerce Returns Department at the above address for inspection. If the item is found to be faulty, then you can choose to have it replaced or refunded and the cost which you incurred for posting it back to us will be refunded. If you choose to have a replacement, we will post it out to you for free. If the item is found not to be faulty we will send it back to you, but we will not refund you for the cost of returning it to us. For hygiene reasons it is not possible for us to accept swimwear, underwear, mouthguards, drink bottles, cricket abdominal protectors or thigh protectors as returns.

When will I be charged for my order?

The majority of orders are charged to you when the goods are dispatched. The exceptions to this are pre-orders and orders which are sent to you directly from suppliers. For these types of order, the funds are taken from your account at the order process after your card has passed the authorisation process.

Are my details secure on your website?

Yes. All your personal details are stored in a secure part of our website and all payment details use encrypted channels.

Which methods of payment are acceptable on the website?

We accept payment by credit or debit card. The cards which we accept are Mastercard, Visa and Delta. Unfortunately we do not accept American Express or Creation cards. Unfortunately we only accept credit and debit cards which are issued in the UK. All cards not UK issued will be rejected.

Where do you deliver to?

We deliver to UK mainland destinations and UK offshore islands only.

Do you deliver to BFPO?

Unfortunately at the moment we are unable to deliver to BFPO addresses, but it is something which we would like to do in the future.

I live in a part of the UK where VAT is exempt. Do I still need to pay VAT?

You will be charged VAT at the current rate. It is your responsibility to claim back the VAT. The delivery docket which you receive with your order displays the amount of VAT which you have paid and you can use this docket to reclaim the VAT.

Do I need to create an account to shop on the site?

No. After placing an order you can create a password and store your details, but this is entirely optional.

What if I forget my password?

You can reset your password by following the instructions on our forgotten password page.

I've seen what I want on the website. Is it available in store?

Not necessarily. We recommend that you phone the store where you intend to buy the item before you head there to make your purchase. Stock for sale online is not necessarily available in store. A list of our store addresses along with phone numbers and opening times is accessible via our Store Locator.

I've seen the product that I want on the website but it does not show my size. Is it available?

We display all available sizes online so if your size is not included it is likely that it is unavailable. If you wish to check whether your size is likely to become available in the near future call our Customer Services Team on 0844 249 5300 and they will check future availability for you.

Do the photos of products displayed on site accurately represent the product available?

In the vast majority of cases, yes they do. However the images are taken when a product is first delivered to our warehouse and if an updated version of a product is sent to us on a later drop there is a slight chance that it may differ slightly from the original. If you do receive a product which bears little resemblance to the photo which you ordered it from then let us know by calling our Customer Services Team on 0844 249 5300.