FREQUENTLY ASKED QUESTIONS

How to track my order?

You will find the tracking number at your Personal account.
If your tracking number starts with FR, you can track your order at Royal Mail website.
If your tracking number starts with PB, you can track your order at Parcel Force website.
For more information on your bulky item delivery carried by Pass it Forward, please contact our customer service team.

How long will it take for my order to arrive?

On the product description you are able to find the time it takes to process your order in our warehouse in France. The total delivery time is computed by the process time in the warehouse, the shipment to the UK and the transport of our carriers.

Once your order is shipped you will receive an automatic confirmation email. Your order will arrive in the UK on the next day and you will be able to track your order within 24 hours after shipping.

We remind you that the home delivery can take up to 10 days.

Once you have all your items in your basket you see your Shipping Method and your estimated delivery date below. The delivery date is calculated according to the product with the latest delivery time. If you cannot wait, we advice you to only order products with the same delivery time.

How to find my product?

To find a product you wish to buy you can either search by sport, product or brand using the search facility located in the top left hand corner of the page.

Alternatively you can use the toolbar on the top and search by sports, brands, clothing, shoes, accessories and nutrition. This will guide you through our different categories. Click on a product and you will be taken to the detailed product description. From the product page you can add the product to your basket.

If you wish to purchase online please click on the orange "Buy Online" button. In case you wish to collect your online purchase at your store please click on the blue button "Buy & Collect" to place your order.

Please bear in mind that by choosing the Buy & Collect in store option you only have the products in store to order from.

How do I place an order?

Once you have your items in your basket, you can increase the quantity by entering the desired amount in the Quantity field.

Clicking on the "Go to checkout" button takes you to the Identification page where you can select the correct UK delivery and billing address. Please note that the billing address must match the details for the card that is being used. You can also redeem your gift card or e-voucher. Once you have accepted the delivery and reservation terms and conditions and clicked on "Confirm My Order" you will be taken to the Payment.

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. If you would like to buy online and collect in store, please bear in mind that we only have the products in store to order from. However, if you are interested in an item that is showing as unavailable on our website you have the option to click on the orange button next to the product and get informed by email as soon as product is available.

Do you offer international delivery?

Unfortunately, we currently only deliver within the UK. Please note that your delivery address must be in the UK. However, your delivery address and billing address may differ.

Unfortunately, we are not able today to deliver: Channel Islands and Isle of Man, however we are working hard to find a solution for you.

Do you deliver Northern Ireland?

At the moment, we are able to deliver orders up to 3 kg in a parcel which fit Royal Mail dimensions as described below.

Each time, you will place an order for a delivery to Northern Ireland, you will be contacted by our Customer team so as to validate the order and organise the shipping.

We are working on a solution to be able soon to offer the full range. We apologize for the inconvenience caused.

Royal Mail Dimensions

Do you deliver Republic of Ireland?

We apologize for the inconvenience caused, but unfortunately, we are not able to deliver Republic of Ireland.

Can I collect my order from the store?

At decathlon.co.uk, you can reserve your sports item online and collect in every Decathlon store in the UK.

We will reserve your order for 3 days. If you need to extend the collection time, please contact the store and we will be happy to do so.

How can I return items I bought online?

With Decathlon you have 30 days to change your mind! Or 90 days with the decathlon loyalty card.

You bought a product on www.decathlon.co.uk what ever the reason, you can change your mind and return the product to us or in one of our stores and we'll exchange or refund it.

However please note that we do not exchange or refund underwear for hygiene reasons and perishable goods such as food or drinks.

If you have further questions, please have a look at our Return Policy.

Return directly to your store

The exchange or refund is possible in the Decathlon store of your choice. When you come in the store, please take your invoice decathlon.co.uk of your item to return. To print your invoice, you simply log in to your account at My account at www.decathlon.co.uk

However please note that we do not exchange or refund underwear for hygiene reasons and perishable goods such as food or drinks.

Return from distance

At www.decathlon.co.uk in My Account:

1. Click on My Account
2. Sign in
3. Click on "Make a return"
4. Select your order by clicking on "see details".
5. In the order status area, click on "Make a return"
6. Follow the process...

You need to follow all steps and print your Return form. Enclose the Return Form with product(s) and send to:

The Online Sales Department
DECATHLON Ltd
Canada Water Retail Park
Surrey Quays Road
London - SE16 2XU

We recommend obtaining proof of posting from your post office when sending back your parcel.

If you do not have a return form, please include a note stating your order number, name, contact details, reason for return and whether you want a refund or an exchange. Without these details we won't be able to take the action on your return.

How to return a faulty item?

In the unlikely event that you received a wrong or defective item, please contact our customer service team and we will send you a pre-paid postage label [items less than 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 Return Form to be created at decathlon.co.uk in "My account".

Do you refund postage of returns?

If we make an error in your order or the product is faulty, 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.

When will I get my refund?

We'll refund any delivery charges you've paid only if you return the full order and within the 30 days or 90 days with the loyalty card.

Refunds for returned items will be credited back to the cardholder's original Payment card. On receiving your parcel, we will proceed your refund. This can take up to 10 working days (depending on your bank).

Can I exchange products I have ordered online?

Exchange of your products can be only against the same product. It is therefore possible only if you want to resize your change the colour.

You can exchange your products directly at your store or from distance by sending it back to our customer service team.

Can I change my order?

If you have paid by credit card, we will be able to change your order provided that you contact us before the order is sent.

If you have paid exclusively with an e-voucher or a gift card, we will be able to change your order, however only for the same amount.

If you would like to add or remove items from your order or change details of your delivery address please contact our customer service team for advice.

If your order has already been dispatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products. You can also of course return them to a Decathlon store.

Can I cancel my order?

If your order has not been dispatched our customer service team can be contacted to cancel your order.

If your order has already been dispatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products. You can also of course return them to a Decathlon store.

Can I purchase a gift card online?

Unfortunately, at the moment gift cards are not available for purchase online.

Can I use a gift card or e-voucher online as a part of my payment?

Yes, you can use your gift card or e-voucher to purchase products online at www.decathlon.co.uk.

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.

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 our customer service team and we will be happy to assist.

If you have any questions regarding your loyalty card, please contact directly our team at card.uk@decathlon.com

How can I contact you?

If unfortunately, you did not find an answer to your query with the FAQ below, please feel free to contact us by our contact form.

If you have any questions regarding your loyalty card, please contact directly our team at card.uk@decathlon.com

Please choose the theme and subject that best matches your query to ensure that your query is processed as quickly as possible. Please provide as much detail as possible, such as order number, parcel tracking numbers etc.