Easy Purchase

EASY PURCHASE

Questions

Contact us by mail

If unfortunately, you did not find an answer to your query with the FAQ below, please feel free to contact us by mail at this address : customer.enquiries@decathlon.com

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How long will it take for my order to arrive?

You should receive your order within 5 working days.

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What are your delivery charges?

Orders that are under the weight of 5kg are sent via Royal Mail (£3.99).
Orders between 5kg and 30kg and with height up til 100cm are sent by DPD or Parcel Force (£5.99)
Orders between 5kg and 30 kg taller than 100 cm (bicycles or large tents) are sent by Parcel Force Freight Delivery (£14.99).
Orders heavier than 30kg (usually table tennis tables or fitness machines) are sent by a courier company Pass It Forward (£39.99).

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Is my order on its way to me?

Please check your confirmation email for the expected delivery date.
For Royal Mail and DPD orders, we will send you a tracking number in your confirmation email.

If you ordered a bulky item, our courier company Pass It Forward will confirm the date and time of delivery over the phone. There is no tracking number for Pass It Forward deliveries.

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Do you offer international delivery?

No, we currently ship only within the UK.

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Which Decathlon stores offer delivery?

Decathlon Surrey Quays, Decathlon Stockport and Decathlon Belfast accept orders for home delivery.

All our other stores offer a collection in store service only.

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What is a "collection in store" option on your website?

You can pay for your order online choosing the option ‘pick up in store’ and we will reserve your order for 3 days. If you need to extend the collection time, please contact us and we will be happy to do so.

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Can I change my pick-up-in-store order for a home delivery?

Please contact us on 0207.394.2000 (Surrey Quays Store) to arrange a delivery of your order. Please note that this might not be possible for bulky items such as table tennis tables, kayaks or fitness equipment as our courier Pass It Forward delivers only in the south of UK.

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Why can I see products that are ‘unavailable’ on your website?

A lot of items on our website are best sellers and occasionally, they run out. This means that the item is not available in your local store – however, we might be able to order it in for you from our warehouse. If you are interested in an item that is showing as unavailable on our website, please contact us and we will check our warehouse stock for you.

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I haven’t received a confirmation email within the promised 12 hours.

If your order hasn’t been confirmed within 12 hours, it is probably due to a technical error on our system or high volume of orders.

If you do not hear from us within 24 hours, please contact us and we will confirm the order over the phone. Please note, all orders are collected from store rather than a warehouse, therefore any communication from us is subject to our store opening hours.

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How can I return an item?

You can return your items in any of our stores or by sending the unwanted items by post. If you are returning your items in a store, please make sure you bring your receipt (we send the receipt with the online orders). If you are returning the goods by post, please send them with a filled in Returns Form to :
The Online Sales Department
Decathlon Ltd
Canada Water Retail Park
Surrey Quays Road
SE16 2XU

There is no limited time to return Decathlon branded items. They have to be in their original re-sellable condition. (You can find the list of Decathlon brands HERE).

You may return unused items of non-Decathlon brands within 30 days of receipt.

If you do not have a Returns Form, please include a note stating your order number, name, contact details and reason for return. Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won't be able to take the action on your return.

Please note that for safety reasons we cannot accept returns of safety equipment (helmets, protective jackets, buoyancy vests). Also we do not exchange or refund underwear for hygiene reasons

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What can I do if there is something wrong with my order

In the unlikely event that you received a wrong or defective item, please contact us on 0207 394 2065 and we will send you a pre-paid postage label [items under 5kg] or we will arrange a collection [items over 5kg]. If we have arranged a collection for you, please make sure you pack the item as the driver might refuse to take it otherwise.
Please include the filled-in the Returns Form that you received with your order.

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Do you refund postage for returns?

If we make an error in your order, we are happy to refund the postage cost or provide a pre-paid postage label. In any other case, the customer will be responsible for covering the postage cost when sending the item back to us.

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When will I get my refund?

Refunds for returned items will be credited back to the cardholder's original debit or credit card. Please note, however that we do not keep hold of any card details, so if you return items for a refund, you should expect a phone call requesting these details. Once we have that card details it will take no more than 14 working days for the refund to show in your bank account.

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Can I purchase a gift card online?

At the moment gift cards are not available for purchase online.

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Can I use a gift card online as a part of my payment?

We now accept giftcard as a means of payment on our website. The giftcard has to have a PIN code [found in the scratch area in the back of the card]. If you have the old model of our giftcard without the pin, please contact us and we will do our best to help you with your order.

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Can I use my Loyalty card when purchasing goods online?

Your points will be automatically added to your card if you place your order using your Loyalty card account. Please note that you will need to add a Loyalty card number to the Loyalty card account.

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Can I add my points for an online purchase to my Loyalty card?

Yes, you can do this online by signing in to your Loyalty card account. If you encounter any problems regarding your Loyalty card account, please contact us on customer.enqueries@decathlon.com and we will be happy to assist.

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