Got a
question? Some of the most common and their answers are listed below.
Q How do I return an item?
A Please return products to.
- Website Returns
- Sportsdirect.com
- Unit A, Brook Park
- Shirebrook
- NG20 8RY
Please include your invoice clearly stating the reason for return and whether you require a refund or exchange.
We advise that you send items back via Royal Mail recorded delivery, which you will have to pay for but this will ensure that it arrives with us.
As soon as we receive your item back it will be processed for an exchange/refund as requested
Unfortunately unwanted online orders cannot be returned back to our stores for a refund but can be returned to our stores for an exchange providing that they are unused and you have the packaging and any tags still attached. For information on your nearest store please visit our storefinder find a store here section on our website.
Q Can I
make changes to my order?
A Unfortunately once an order has been placed we are unable to make any amendments or additions to it.
Your order will be processed and you will receive an e-mail as soon as it has been dispatched. Upon delivery, if any items are unsuitable, please follow the returns instructions on the invoice you receive with your order.
Q Why has an item been cancelled from my order?
A Items will be cancelled from your order if we are unable to locate them during our picking process. The most common reason is that we no longer have that item in stock.
Our website is updated on a regular basis and all items advertised online are in stock at the time of an update. Unfortunately on very rare occasions where we have small quantities of a particular item, orders placed between updates may exceed the quantity of items we have available. In such circumstances we will allocate goods to the customers who ordered the items first.
You will not be charged for any items that have been cancelled and any authorisations for payment made at the time of placing the order will automatically be cleared by your bank. This process will take up to 5 days depending on your bank?s procedures.
Q My parcel is shown as having been delivered but I have not received it.
A If our courier was unable to reach you when they tried to deliver your goods, they may have delivered the parcel to one of your neighbours. You should have received a card from the courier explaining this. If having tried your neighbours your parcel is still missing, please contact us by following the instructions in our contact us section and we will investigate further.
Q My order has been cancelled but it appears that I have still been charged.
A As with the majority of online retailers, once your have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.
As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorisation. Depending on an individuals bank this process takes between 1-5 working days.
Q My bank is showing two charges for my order.
A As with the majority of online retailers, once your have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.
We will only take money for the items that we send you and this is done at the time of dispatch. Therefore, if we have had to cancel any items from your order, the money we take will be less than the amount which has been authorised by your bank and will be taken as a separate amount. This is why it appears that you have been charged twice for your order. As soon as payment was taken we would have automatically sent information to your bank to ask them to release any outstanding authorisation. Depending on an individuals bank this process takes between 1-5 working days.
Q Where
is my order?
A You can track the progress of your UK delivery orders by going into your online account and visiting the previous orders section. Delivery can be checked by following the link within the e-mail you were sent to confirm dispatch of your goods.
Q Where is my order (overseas deliveries only)?
A If you have arranged delivery of your goods to an address outside the UK, your delivery arrangement will be with Etail Services Limited. Please click here to be directed to their FAQs. Sportsdirect does not currently deliver outside the UK.
Q
Part of my order is missing
A Sometimes your goods will be delivered on different dates, so first of all, check your delivery note or despatch emails to see if any of your items will be arriving separately. You will not be charged any additional postage costs. If there is a 0 in the despatch quantity column on your invoice this means that unfortunately we did not have the stock of the item to send to you. If the delivery note says an item should be in your parcel but it isn't, please use our contact form to get in touch with us letting us know which item(s) you believe are missing. You can fill in this
form here
Still
can’t find what you are looking for? Perhaps our Help Topics can be of
assistance – just click on the headers
Getting Started Placing
Orders
Delivery
How to register
Placing Your Order
Order Confirmation
Password Problems
Payment Options
Where We Deliver
Buying online Payment
Authentication Customs & Import Charges
Security Taking Payment Delivery to stores
Discounts Next Day Delivery Gift Cards
Pre-orders Order Tracking Overseas delivery services
Product Info After sales Technical issues
Size Queries Returns & Exchanges Problems signing in
Stock Levels Faulty Products Other issues
Availability Refunds
Contact us Etail FAQs
How can I contact you? Can I track my delivery?
Business Proposals Can I make changes to my delivery instructions?
Other Enquiries Part of my order is missing
Can i contact Etail?
Getting Started
How to
Register
Back to Top
To be able to
buy from FieldAndTrek.com you will need to register an account with us. To do
this you will need an email address and a contact phone number. Setting up an account will also allow
you to order without having to fill in your name and address details every time
you shop and will also give additional benefits such as regular newsletters,
youll also be one of the first to know when we have special offers and
discounts.
Once
registered, you can update your details using the My Account section. If you
need to add an alternative shipping address, simply click the link to enter a
new address within the Address Book section of My Account.
Password Problems Back to Top
For your
account security you will be asked to set up a password to your account. You
will also be asked to provide a secret question which can be used to prompt you
if you are unable to remember your password. If you registered an account prior
to 2009 you may not have this set up. If you are unable to remember your
password you will need to contact Customer
Services who will reset it for you. After that you will be able
to re-assign a new password at your leisure.
Buying Online Back to Top
To find a
product you wish to buy you can either search by description or by product code
using the search facility located in the top right hand corner of the page.
Alternatively if you see an area of interest use the categories displayed down
the right hand side of the site. This will guide you to a product listing and
when you click on a product this will take you to the product page. From the
product page you can add the product to your basket.
Security Back to Top
You can shop
at FieldAndTrek.com secure in the knowledge that your details are safe. To enhance
security we do not hold any payment details that you submit to us.
Unfortunately, this means that you are required to enter your payment details
each time you order with us. If you require further details on our security
policy please contact our Webmaster.
Placing Orders
Placing Your
Order for goods Back to Top
Once you have your items in your basket, you can then increase the quantity by entering the desired amount in the Quantity field. Please note that if you require more than 10 of an item you will need to contact our Customer Service department to enable your account to allow this. The procedure is very quick and simple and is in place for your security.
Clicking on the Proceed to Checkout button on the basket screen then takes you to the Shipping Confirmation page where you can select the correct UK delivery and billing address for this order. If you are ordering from overseas you can contract with Etail Services Limited for their delivery service via the Shipping Confirmation page or select another delivery option. Please note that the billing address must match the details for the card that is being used. Once you have chosen the delivery method and clicked on the Proceed to Payment button. This will take you through to the Payment Page.
Payment Options
Back to Top
The Payment
Pages used at FieldAndTrek.com are secure and you can safely enter your card
details to pay for your order. We accept the following methods of payment:
Please select
the desired payment option and proceed to the next page where you will enter the
card details. Based on the type of card you are using for payment, you may then
be asked to enter further details to enhance the security of the transaction.
This request of information comes direct from your card issuer and relates to a
password that identifies you as the authorised user of the card. If you do not
have a password set up you can do so online during the transaction.
All credit
and debit card holders are subject to validation and authorisation by both us
and the card issuer, to maintain security and prevent fraud. Internet Fraud is
Illegal and perpetrators will be prosecuted in all cases.
Payment Authentication
Back to Top
Verified by Visa (VbV)
and MasterCard SecureCode (MSC) often referred to as 3D Secure or Payment
Authentication, and are the latest fraud prevention initiatives launched by the
card issuers as a more secure method for authenticating you the cardholder at
the time of the transaction. Both schemes work in the same way - by using
personal passwords, set by the cardholder, to protect you when you shop online.
The instructions that you see on the payment screens are coming directly from
your card issuer.
How do I Activate my Card?
Most customers
register their Visa or MasterCard direct with their card issuer however if you
have not registered your card previously the instructions will prompt you to do
so. The secure window will ask you to enter your card details, and set a
password. Once your card is activated you will only be prompted for your
password when paying with this card in the future online at participating
retailers.
Who do I Contact
for Further Information?
You should have
received a communication from your card issuing bank explaining the 3D Secure
process and inviting you to register your card, if you require more detailed
information please contact them direct about 3D Secure and Payment
Authentication. You can also visit the Visa or MasterCard websites for further
information.
If you have a
problem with your authentication password it is important that you contact your
card issuer for further details. Unfortunately we have no control over this
process and so will not be able to help with any authentication issues or
enquiries.
Taking Payment Back to Top
Please note that we
will not take payment for any item until it has been despatched. We will however
take an
Authorisation. This will show on your bank statement as a
reservation of funds which allocates the money to your order but this will not
be realised until we have despatched your items to the courier. In the event of
us not being able to fulfil your order we will immediately request that your
bank cancels the authorisation. If the authorisation still remains after several
days, please contact your bank to request that they act upon our cancellation of
the payment.
Discounts Back to Top
You are able
to apply discounts to your order by adding voucher codes in the Shipping
Confirmation Page. Once added, the value of the discount will be shown against
the relevant products. These codes are usually promotional offers sent to the
customers who subscribe to our newsletter emails.
Pre-Orders Back to Top
For certain
products that have a launch date or an embargo we may allow pre-ordering of the
item – for example football shirts. To successfully pre-order an item you do not
need to do anything different to the usual checkout process. The item, along
with the rest of the order placed at that time will be despatched to arrive with
you on the day of the launch. You will not be charged until your goods are
dispatched.
Gift Cards Back to Top
You are
currently able to buy gift cards online at FieldAndTrek.com however at the
moment these are not able to be redeemed as payment for an online order. All
gift vouchers should be redeemed in our stores.
Delivery
Order Confirmation Back to Top
Once you have placed your order you will be presented with an order confirmation screen detailing what you have bought, how much it cost and delivery options . At this time you will also be sent a confirmation by email re-stating the details for your records. This email does not however indicate that your order has been or begun to be processed or a confirmation of contract of purchase.
Once we have processed your order you will receive a second email from us detailing what has been sent to you (either by us for UK deliveries or by Etail Services Limited where you have selected overseas delivery) and informing you of your tracking reference number. By clicking on the tracking reference link you will be taken to the couriers website where you can see the progress of your delivery.
Where We Deliver Back to Top
We only deliver to UK addresses. Our overseas delivery provider, Etail Services Limited, delivers to selected international destinations. You can see a full list of countries that Etail Services Limited delivers to here.
Customs & Import Charges Back to Top
If you order goods from our site for delivery outside the UK, they may be subject to import duties and taxes which will be levied when the order reaches the delivery address. You will be responsible for payment of any such import duties and taxes. Neither we nor your overseas delivery provider Etail Services Limited, have control over these charges and cannot predict their amount. For further information please contact your local customs office before placing your order.
Delivery to Stores Back to Top
Unfortunately at the moment we are unable to deliver your order to the nearest store. We can only deliver to a UK personal address, your UK work address, or if you are ordering from overseas you can collect your goods from the Factory Outlet (click here for our Factory Outlet collection terms).
UK Delivery option:24 hr delivery Back to Top
If for a UK order you select our Next Day delivery option, and your order is placed and accepted before 2pm Monday to Thursday, we aim to have your order delivered to your door the very next day provided the next day is not a UK bank or public holiday. If you place a UK order after 2pm on a Thursday, or on a Friday, Saturday or Sunday then we aim to have the goods delivered the following Tuesday.
Next Day delivery is not available for certain areas of the UK including the highlands and the Channel Islands. For a full list of available postcodes please contact our Customer Service team. If the delivery destination is located in one of these areas, your order will be delivered as soon as possible.
Next Day delivery is not
available for certain areas of the UK including the highlands and the Channel
Islands.
Order Tracking Back to Top
The dispatch
email which we send to you will include a unique tracking reference number which
you can use to track the progress of your parcel and also a link to the
appropriate section of DHL’s website. For further information you can also email
our
Customer Services team who will look into
this for you.
Product Information
Size Queries Back to Top
We have a size guide which will show you Clothing
sizes, and Shoe sizes to help you make an informed decision about your purchase.
Stock Levels Back to Top
With the
exception of products available on pre-order we only show products on our
website that we have in stock – if you cant find it on our site, it is not
currently available.
If you are
buying large quantities of one particular product or we are down to the last few
units we will alert you on the basket page of the amount you are able to buy by
displaying the message “You have requested quantities for a product that
exceeds our stock level. Please reduce the amount or remove the items and try
again.” If you see this message, please reduce the quantity to
continue with your purchase.
After Sales
Returns & Exchanges Back to Top
We do our
best to ensure all of our customers enjoy a happy shopping experience with
FieldAndTrek.com however occasionally you may need to return an item. You will find full returns instructions on the invoice which we send out with your order.
Please fill out the necessary details at the bottom of your invoice and return your items to The Returns Department,
Unit A, Brook Park, Shirebrook, NG20 8RY.
We would
recommend that you return your items via registered post.
Exchanges Only Back to Top
We accept exchanges in-store. However if you require a refund you will have to go online.
Faulty & Products Back to Top
If you return
the goods because you believe the goods are defective, we will examine the
returned goods and will notify you of your refund via e-mail within a reasonable
period of time. We will process the refund or exchange due to you as soon as
possible and, in any case, within 30 days of the day we confirm via e-mail that
you are entitled to a refund for defective goods. Goods returned by you because
of a defect will be refunded in full, including a refund of delivery charges or
exchanged if an exchange is available.
- Your Order
Number
- Product
Code/Product Name
- Details of
the fault
- Whether you
would prefer a refund or replacement
Refunds
Back to Top
If a refund
is payable to you we will refund the money using the same method originally used by you to pay for your purchase.
Once a refund has been issued you will receive a confirmation
email detailing the amount which has been refunded and the item which we have
received back.
Q How do I
cancel my order? Back to Top
A We will try our best to cancel your order however please be aware that we can only cancel if the order has not progressed passed our picking stage. This is usually one hour after the order has been placed. To cancel please contact our customer service team by
clicking here and you'll receive an email to confirm once this has been done for you. You can either cancel your entire order, or individual items. For additional information about cancelling your order check out our Terms and
Conditions.
Technical Issues
Problems Signing In Back to Top
When you want
to shop with us or access your account, we ask you to sign in. If you find that
your email address or password is not recognised, please make sure you are using
the same email address and password that you used when you registered with us.
If you can't remember your password, simply select the ‘I forgot my Password'
box on the sign-in page, and we will email a reminder of what your password is.
You can change your password, main email address or any of your other details at
any time just by signing in to My Account.
Other Issues Back to Top
If you are
experiencing any other technical difficulties while using our site please email
the
Field and Trek Webmaster To help us look into your problem
please try to include as many of the following details as possible:
- Internet
Browser (Internet Explorer 6, Firefox)
- What page
or category you were trying to access (e.g. http://www.FieldAndTrek.com/customerservices/default.aspx
or The Bootroom)
- When the
problem occurred
- Any error
message that appeared on the screen at the time
Contacting Us
How Can I contact You? Back to Top
For queries relating to
online orders or information on the website you can contact us here
with your query.
How Can I contact Etail Services Limited regarding an overseas delivery Back to Top
For queries relating to overseas deliveries you can
contact us here
with your query and we will liaise with Etail Services Limited for you.
Business Propositions Back to Top
For affiliate enquiries or marketing proposals relating specifically to the website please contact Field and Trek Webmaster for details.
Other Enquiries Back to Top
For all other
enquiries or comments please contact our Customer
Service
Team.
Frequently asked questions about Etail Services Limiteds overseas delivery service
Etail Services Limited (Etail) offer overseas delivery services for goods purchased on sportsdirect.com. Etail does not sell goods, but only delivers them so please contact Sportsdirect for any queries with your goods.
Q Can I track my delivery? Back to Top
A Once Sportsdirect has processed your order to purchase your goods and if you have selected overseas delivery in the Shipping confirmation page you will receive a second email from Sportsdirect detailing the goods Etail will be sending you and informing you of your tracking reference . By clicking on the tracking reference you will be taken to Etail's courier's website where you can see the progress of your delivery.
Q
Can I make changes to my delivery instructions? Back to Top
A Changes to your delivery request cannot be processed once your delivery order is confirmed..
Q
Part of my order is missing Back to Top
A Please contact the our Customer Services at
contact us here
How Can I contact Etail Services Limited regarding an overseas delivery Back to Top
For queries relating to overseas deliveries you can
contact us here
with your query and we will liaise with Etail Services Limited for you.