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Frequently Asked Questions

For our contact details and information about Sports Size please go to our Contact us page. For details on the ordering process please refer to Placing Your Order in the T&C' s

We aim to make your shopping experience easy, quick and enjoyable so you can get back to doing what you love.

How do I order?

Ordering Online
It’s easy to shop safely and securely on our website: 

  • Browse the website and simply click on the items you'd like to buy
  • Select your size and click ‘Add to basket’
  • When you're ready to complete your order, click on ‘My basket’
  • Select the delivery option you’d like and click ‘Checkout’
  • You will then be taken to our secure checkout where you'll be asked to fill in your address and payment details or simply login if you already have an account
  • We send you an email to confirm your order once payment has been confirmed

How do I register for an account?
It’s simple to set up an account. You can do this before you start shopping or after you have placed all the items in the basket.  You just need an active email address and a password. Click on My Account and then Create an Account. Once you’re set up, future orders will be simple.  We’ll also send you our newsletter which highlights our new products and promotions including regular discount codes.

How do I know if you have the size or the colour I want in stock?
The sizes or colour that we have available are listed in the drop down box on each product page. Click on the size or colour to see if there is stock in your colour and size.

How do I know what size to order?
Our sizes are displayed as UK sizes.  We've put handy size guides on product descriptions to help you select the correct size. Just click on the size guide tab next to each product. Don't forget that size conversions differ between brands. These are guides only and you should bear in mind any individual preferences & requirements. Very occasionally we use European sizes for footwear (usually cycling shoes), in these cases a shoe size chart is available by clicking on the size guide tab on the product page.

Can I have a different delivery address to my billing address?
Yes, it’s simple to add a new delivery address, just visit the My Account section of the website. This can give you flexibility to have orders delivered to the most convenient address. 

I’ve forgotten my password
Simply click on the Forgot Your Password link on the account login page. This will guide you through the steps to create a new password. 

How do I update my details?
To change your details,  just visit the My Account section of the website. 

Can I add a new delivery address?
It’s simple to add a new delivery address, just visit the My Account section of the website. This can give you flexibility to have orders delivered to the most convenient address. 

What payment methods do you accept?
You can make payment by credit/debit card or by PayPal.

What currency are your prices listed in?
All prices are in GB Pounds Sterling and include Value Added Tax (VAT) at UK rates. You can view prices and buy in Euros (€) or American dollars ($) by selecting from the dropdown at the top of the page.

I live in a VAT exempt country. How do I order the promotion products 2 for £X.?
For VAT exempt countries the price you pay is the lesser of the VAT exempt price and the promotional price.

I have a valid EU VAT number. How do I place a VAT free order?
All EU VAT Numbers need to be validated by us prior to placing your first order.
First you must create an Account.
E-mail us at customerservices@startfitness.co.uk with the following:

- Name of Business
- Address of Business
- VAT registration number
- Customer number

Once we have validated your VAT number we will send you a confirmation email. All subsequent orders will be VAT free. Please note VAT Exemption cannot be retrospectively applied to orders already placed.

Why does the total price include VAT at the checkout when I live in the Channel Isles?
You must select Channel Islands as the billing address and delivery address so that zero rate can be applied to your order.

Are all your products shown on the website in stock?
Yes, all stock is updated in real time on the website.  Occasionally we may sell new releases on a ‘Pre Order’ basis. This will be clearly visible on the item with an approximate availability date.  In the unlikely event that we are out of stock of the product you ordered, we will contact you to offer a suitable alternative or a full refund.  We have new products arriving each week.  If a product is not available and is current season then please contact us and we will do our best to source the product from our suppliers.

The colours of my item are slightly different to those shown on the internet picture?
Every effort is made to ensure the imagery used is as representative as possible; however allowance should be made for the variances between all browsers and monitors. If the colour is not what you require, you can return for an exchange or refund. 

What UK delivery options are there?

UK Standard Delivery

Postage cost is calculated at the checkout

Typical cost:
Clothing is £2.95
Footwear is £4.95

Your order will be processed and shipped via our standard postal provider (Royal Mail). Goods will arrive within 4-5 business days for most of the UK Mainland (some exceptions can be expected).

Orders under £35 will be shipped using standard Royal Mail 48 post; orders over £35 will normally be sent using Royal Mail 48 Tracked.

Most items are delivered Monday to Saturday, 7.30am-6pm (although some of our carriers may deliver slightly earlier or later)

UK Next Day Delivery
Postage cost is calculated at the checkout
Typical cost: £5.95

Your order will be processed with high priority and dispatched the same day (if you order before our 3:30pm UK time threshold). Goods will arrive within 1 business/working days for most of the UK Mainland (some exceptions can be expected).

For example orders which are placed with ‘Next Day’ option before 3:30pm on a Friday will be despatched Friday and delivered Monday; and if ordered Friday after 3.30pm or over the weekend, will be dispatched Monday for delivery Tuesday.

Bank Holidays, Saturday and Sunday are NOT classed as business/working days
Next Day Delivery is not available for bikes 

UK Saturday Delivery
Postage cost is calculated at the checkout
Typical cost: £12.95

Your order will be despatched on Friday for delivery on Saturday (if you order before our 3:30pm UK time threshold on Friday). This means you can order using this service on any day of the week up until 3:30pm on the Friday for Saturday delivery. Orders placed after this will be delivered on the following Saturday. This service applies to UK Mainland only and excludes islands and remote areas. Orders placed on Fridays that are National Holidays will not be delivered until the Saturday of the following week.

 

What European Union delivery options are there?
Postage cost is calculated at the checkout, based on weight and size of your order.

EU Standard Delivery
Your order will be processed and shipped via our standard postal provider (Royal Mail or DPD in some cases). For lead times to your country please see the delivery table below.

EU Express Delivery
Your order will be processed and shipped with high priority and dispatched the same day (if you order before our 2:00pm UK time threshold). Orders placed after 2.00pm on Friday will not be dispatched until Monday. For lead times to your country please see the table below.

 

EU Shipping Service

Country

Standard Delivery
(Working Days)

Express Delivery
(Working Days)

Austria

6 - 12

2 - 4

Belgium

6 - 8

2 - 4

Bulgaria

6 - 12

3 - 5

Croatia

6 - 12

3 - 5

Cyprus

6 - 12

3 - 6

Czech Republic

6 - 12

2 - 4

Denmark

6 - 12

2 - 4

Estonia

6 - 12

3 - 5

Finland

6 - 12

3 - 6

France

6 - 12

2 - 4

Germany

6 - 12

2 - 4

Gibraltar

7 - 12

4 - 8

Greece

6 - 12

2 - 6

Hungary

6 - 12

2 - 5

Iceland

8 - 12

3 - 5

Ireland

4 - 8

2 - 4

Italy

6 - 12

2 - 4

Lithuania

8 - 12

3 - 5

Luxembourg

6 - 12

2 - 4

Malta

8 - 12

3 - 6

Netherlands

5 - 10

2 - 4

Poland

5 - 10

3 - 6

Portugal

8 - 12

2 - 5

Romania

6 - 12

2 - 5

Slovakia

6 - 12

2 - 5

Slovenia

6 - 12

2 - 5

Spain

6 - 12

2 - 4

Sweden

6 - 12

2 - 4

 

What Rest Of World delivery options are there?
Postage cost is calculated at the checkout, based on weight and size of your order. 

ROW Standard Delivery
Your order will be processed and shipped via our standard postal provider (Royal Mail). For lead times to your country please see the table below. 

ROW Express Delivery
Your order will be processed and shipped with high priority and dispatched the same day (if you order before our 2:00pm UK time threshold). Orders placed after 2.00pm on Friday will not be dispatched until Monday. Goods will be normally be sent by DHL. For lead times to your country please see the table below.

 

RoW Shipping Service

Country

Standard Delivery
(Working Days)

Express Delivery
(Working Days)

Albania

6 - 12

N/A

Andorra

6 - 8

2 - 4

Angola

6 - 8

2 - 4

Argentina

6 - 8

2 - 4

Australia

6 - 12

4 - 8

Azerbaijan

6 - 12

4 - 8

Bahrain

6 - 12

4 - 8

Belarus

6 - 12

2 - 4

Bosnia & Herzegovina

6 - 12

2 - 4

Botswana

6 - 12

4 - 8

Brazil

6 - 12

3 - 6

Brunei

6 - 12

6 - 12

Bulgaria

6 - 12

2 - 4

Canada

7 - 12

4 - 8

Cayman Islands

6 - 12

4 - 8

Chile

6 - 12

3 - 6

China

8 - 12

3 - 6

Croatia

6 - 12

3 - 6

Egypt

6 - 12

4 - 8

Hong Kong SAR China

8 - 12

4 - 8

Iceland

6 - 12

2 - 4

India

8 - 12

5 - 10

Indonesia

5 - 10

3 - 6

Israel

5 - 10

3 - 6

Jamaica

8 - 12

5 - 10

Japan

6 - 12

4 - 8

Jersey

6 - 12

3 - 6

Kazakhstan

6 - 12

3 - 6

Kuwait

6 - 12

4 - 8

Luxembourg

6 - 12

5 - 10

Macedonia

6 - 12

3 - 6

Malaysia

6 - 12

3 - 6

Mauritius

6 - 12

3 - 6

Mexico

6 - 12

 

Monaco

6 - 12

3 - 6

Morocco

6 - 12

3 - 6

New Caledonia

6 - 12

3 - 6

New Zealand

6 - 12

3 - 6

Norway

6 - 12

2 - 5

Peru

6 - 12

 

Puerto Rico

6 - 12

 

Qatar

6 - 12

3 - 6

Russia

6 - 14

 

Saudi Arabia

6 - 12

3 - 6

Singapore

6 - 12

3 - 6

South Korea

6 - 12

3 - 6

Sri Lanka

6 - 12

3 - 6

Thailand

6 - 14

3 - 6

Trinidad & Tobago

6 - 12

 

Turkey

6 - 12

3 - 6

Turkmenistan

6 - 12

3 - 6

Ukraine

6 - 14

3 - 6

United Arab Emirates

6 - 12

3 - 6

United States

6 - 14

3 - 6

Uruguay

6 - 12

 

Vietnam

6 - 14

3 - 6

Yemen

6 - 12

3 – 6

 

If your country is not listed in the Country dropdown box, please Contact us.

How can I track my order?
Once you’ve placed an order we send an order confirmation email then a dispatch confirmation email.  Typically, orders over £35 in value are tracked. After your order has been dispatched we will send an email with a link to track your order

What is the cut-off for next-day UK delivery?
Order before 3.30pm for next working day delivery (Saturday, Sunday & Bank Holidays are NOT classed as working days).  Orders which are placed with ‘Next Day’ option before 3:30pm on a Friday will be despatched Friday and delivered Monday.  Orders placed on Friday after 3.30pm or over the weekend, will be dispatched Monday for delivery Tuesday.

What is the cost of delivery?
Delivery costs are calculated at checkout and are based on delivery method selected and weight. Typical UK delivery charges are shown in the UK delivery options section above.

When will I receive my order?
This depends on the method of delivery you select. We aim to get your order out to you as soon as possible.  A standard UK delivery time is 4-5 working days.  You can select a ‘Next Day’ delivery option.  See the charts above for estimated delivery times to Europe and the rest of the world.

What happens if I am not in when my order arrives?
Standard delivery
Royal Mail will leave your parcel with a neighbour under their ‘Leave with Neighbour’ policy and leave you a card with details of where the parcel has been left. If there are no neighbours available to accept your parcel you will be left a card with details of how to collect from your local sorting office, or to re-arrange delivery.

Express delivery
This is a 'signed for' delivery service. If no one is in, a Courier card will be left with details of how to collect, or re-arrange delivery. Couriers or Royal Mail may leave parcels at their discretion with neighbours and leave you a card.

How long should I leave to receive goods before contacting you?
Please allow 5 days for UK deliveries, 14 days for European deliveries and 28 days for deliveries to the rest of the world. If you have not received your delivery by this time,please Contact us. If you have selected standard UK delivery, please check that it is not with your local Royal Mail sorting office first, in case the postman has forgotten to leave you a card.

What happens if the courier has misplaced my parcel?
In the unlikely event of your parcel being lost by the courier, as the sender we are responsible for making enquiries into the lost item. This means that once the courier classes a parcel as lost (standard UK Royal Mail 14 working days, International 28 working days, Express UK 3 working days), we can process a replacement order or refund immediately.

What about international taxes & duties for international deliveries?
Shipments sent outside the European Union are sold exclusive of VAT but may be subject to import duties and taxes.  All applicable customs and import duties and any other charges are the responsibility of the customer.   For details of customs charges please consult your own customs authorities for the latest rates.

What is the returns, exchange and refund policy?

  • You can return most products within 30 days of purchase for a full refund or exchange.  There are some exclusions. See our Terms & Conditions for details
  • Items must be returned complete with tags, original packaging and in fully re-saleable condition
  • Shoes must be returned in the original box in a postal bag with no damage; tape or postage affixed to the box
  • Any promotional gifts that came with the order must be returned or you will be charged  the full price for the item
  • For 2 Pair Deals if one pair only is returned for refund, then the original single purchase price for the retained shoe applies (eg items are individually £50 each, 2 pair price for £90, refund for 1 pair will be £40 only)
  • Return postage & packing is payable by the customer unless the product is confirmed as being faulty
  • We advise sending returns by ‘Signed For’ delivery

 Which products are excluded from the refunds policy?
Underwear and swimwear cannot be returned once the item has been removed from its packaging, for hygiene reasons.  Personalised items and special orders cannot be cancelled or returned unless faulty. We only accept cancellations for these orders within 48 hours of the order being placed. We will make this clear when you place your order.

How do I return an item?
Please follow the instructions on the returns form on the back of the delivery note/invoice, fill in the relevant details and enclose with the returned product. Returns must be made within 30 days of receipt. Return Postage & Packing is payable by the customer.

I need bigger/smaller size urgently?
If you require an alternative sized product urgently, we recommend you place a new order for the correct size item as soon as possible and return the unsuitable item for a refund. 

I have lost the delivery note/invoice that came with my order can I still return it?
Yes, but please include a copy of the invoice downloaded from My  Account or if you placed the order over the phone, a cover note with your order number date of order and your contact details. 

How do I know you have received my return?
You can track the status of your return through My Account. We will keep you updated by email on each step of the process.   

My item is damaged/faulty what should I do?
If you believe a product we have supplied is faulty, please Contact us with details of the problem including a photograph highlighting the issue.  Our customer services team will then contact you.

If you are asked to return the product to us, please enclose your contact details and a covering note explaining the fault. Where a product returned to us is inspected deemed to be faulty, we will happily replace the product or offer you a refund & we will refund you the cost of standard postage for the return. Your statutory rights are not affected. 

Please send returns to:

Sports Size (Returns)

Unit 3C

Admiral Business Park

Cramlington

Northumberland

NE23 1WG

Great Britain

 

Please note that football boots are designed specifically for the surface type stated in the product title / description / details (e.g. Firm Ground or FG, Astro Turf or AT).  Damage caused by use on any other surface invalidates the manufacturer’s warranty.

I need to return a product. I got a free promotional gift with it. Can I keep the free item?
Unfortunately not, the free gift must be returned complete with tags, original packaging and in fully re-saleable condition.

I bought 2 pairs of shoes in a 2 pair deal for £90 (original price £50 each). If I return 1 pair will you refund me 50% of the order value (£45)?
Unfortunately not. The 2 pair price only applies to the purchase of 2 pairs. If you return 1 pair, the pair you keep will be classed as the original price, so you will be refunded £40. This applies to all ' 2 for '  bundle offers.

What postal service should I use for returning a product?
For your peace of mind we suggest you send returns by signed for/ recorded delivery. This means that if your parcel is lost in the post you will be able to claim from the carrier for goods that were lost. We cannot accept responsibility for lost or damaged post.

I have received a product / size that I did not order?
So sorry about that, please return the product to us following the instructions on the back of the delivery note/invoice. We will resend the correct goods back to you and refund you the cost of return postage.

How do I exchange my product for a different size?
We are only able to exchange items where you request a different size of the same item you initially ordered. You can place a new order if alternative items are required, and return the original item(s) for a refund. Please note if the size you require in exchange is out of stock, we will issue a refund. Please follow the instructions on the returns form on the back of the delivery note/invoice, fill in the relevant details and enclose with the returned product. Returns must be made within 28 days of receipt. Postage charges for sending the exchanged item will be charged at the normal rate.

 How do I contact you?

If you need to contact us please use our Contact us page.

Do you have a Privacy Policy?
We treat all your personal information as confidential. We will keep it on a secure server and fully comply with all applicable UK Data Protection and consumer legislation.  For full details, see our privacy policy.

Where can I find your Terms & Conditions?
See our full terms and conditions here.   

 

 

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