Frequently asked questions

How to activate your membership discount

To activate your DW Fitness First membership on the DWSports.com website, simply enter your membership card ID either at the checkout, during your purchase or in the 'fitness club membership' page of the 'My Account' section.

Fitness First members: your card ID number is different from the number on the back of your access card. This information is usually sent to all Fitness First members prior to members week. If you have not received this email or need more information, please contact your club and ask for your card ID number. Contact details for all Fitness First clubs can be found here: www.dwfitnessfirst.com/find-a-gym

Entering your membership Card ID during checkout.

After clicking the 'checkout now' button you will be directed to the log in page. Please either create your account and follow the steps in the adding your membership card below or log in to an existing account.

Once logged in you will be on the delivery method page. Please choose your delivery method and continue to billing.

On this page you will be asked to select your payment method. Please fill out all details required and in the 'DW Fitness Membership' section please enter your card ID number.

Please be aware membership discount can not be applied if you are checking out as a guest.

Adding your membership card ID to an existing account.

Log in to the my account section of the website and click the ‘Fitness Club Membership tile.

Here you will see a box asking for your DW Fitness membership card number. Please enter the number that is on the back of your access card. Fitness First members: your card ID number is different from the number on the back of your access card. See above for details.

Gift Certificates

How do I get my gift certificate?

Gift certificates bought from the DW Sports website will be emailed to an email address of your choosing. Please make sure that the email address is entered correctly. If you do make a mistake please email online@dwsports.com with your order number for the gift certificate transaction and our customer services team will be happy to help.

Can I use my gift certificate in store?

Unfortunately gift certificates purchased from the DW Sports website can only be used online.

How long are gift certificates valid for?

The balance on a gift certificate is valid indefinitely.

I wish to return an item bought with a gift certificate

Please follow the returns procedure. If you choose to return the items to one of our DW Sports retail stores then the you will be issued a DW Sports gift card to be used in store only. If you return your item to the warehouse using the collect+ return. Then once your item has been processed a new gift certificate will be emailed to you. Please allow up to 28 days from the date of the parcel being returned for this to be processed

How do I check my gift certificate balance?

To check the balance of a gift certificate code please click the gift certificate link located in the footer of the web page. This will take you to check balance box where you can check the balance of your gift certificate.

Gift Cards

Can I use my gift card/s online?

Unfortunately, we do not accept gift cards online.

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: online@dwsports.com

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.

Replica Shirts & Kit Personalisation

If you are unsure of the size you require please contact us at online@dwsports.com or call 0330 134 0160 before you place your order as all items with custom printing cannot be exchanged or refunded unless the product is faulty. If you believe the product has a fault please follow the returns procedure found at Returns and Refunds.

Please allow an extra 2-3 working days as the printing of shirts adds extra time to the order process. Your order will be shipped for delivery the day after it is printed.

If you order for click and collect to a DW Sports store. Your shirt will be personalised in your chosen store upon collection of your parcel. This will allow you to make sure the size is correct for you as all items once personalised are non returnable. 

We are unable to suplly any special characters such as accents,  ç, ñ, ü,ä, ë, ß, ø, etc.

We accept no responsibility in the event that a player leaves the squad and/or their squad numbers changes. Player names and numbers are updated on the DW Sports website at the time of Premier League / Championship official confirmation. This also applies during the January transfer window.

Squad numbers used on pre-season tours are not necessarily the final squad list for the upcoming season.

International personalisation only applies for the duration of the major tournaments and is subject to change beforehand.

DW Sports reserves the right to refuse a personalisation request that we deem to be offensive and/or promotes negative political or religious connotations.

If your required personalisation numbers or letters are not available, we may delay or even cancel your order. If this happens we will contact you via the email address supplied at order confirmation

DW Sports reserves the right to use our knowledge and expertise in the positioning of the personalisation on the product.

Why was my order cancelled?

Sometimes we have to cancel orders. This can be due to a number of reason, including:

Stock availability. Your size ran out of stock before we could fully process your order. This can sometimes happen when two people place an online order for the same item at the same time.

Payment issues. Your payment did not complete or we were not able to verify your payment details. This can sometimes happen if we think there is a risk of fraud.

Delivery address issues. The delivery location could not be verified with our delivery carrier (DPD). This helps avoid failed deliveries, lost parcels and delays to your order. If this happens, we will contact you to complete your order and your order is only cancelled for this reason if we cannot reach you.

You are not charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.

If you have used a gift certificate and an item is cancelled, you will be sent a new gift certificate code via email.

If you have used a promotional code and an item is cancelled, resulting in the remaining order no longer qualifying for the promotion, the promotion will not have been applied to your order. In this case, the code used is automatically reactivated for you to use again.

DW Sports reserves the right to cancel any order before dispatch. Any payment made for these orders will be refunded in full.

For more information please visit the 'terms and conditions' page

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 then need to get the faulty items inspected before any decision can be made.

You can return the goods to a DW Sports store, or by sending back to the postal address. If you choose the postal address please allow 10 working days from the day after your parcel was received for the quality inspection to take place.

Once the inspection has taken place a decision will be made on the goods. If we deem the products to have a manufacturers fault then we will replace the item (subject to availability) or issue a refund. A member of the DW Sports team will be contact to discuss the options with you. If we deem the products not to have a manufacturers fault and the damge has been caused by misuse or natural wear and tear then the products will be sent back to you with a letter explaining our decision.

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. Products returned to the postal address are inspected by brand managers and their decision is final

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 a good will gesture.

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.

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 available. If the exchange is not available 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.