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    Frequently Asked Questions

    If you are disputing the delivery of an order and have been asked to complete a Missing Parcel Declaration form, here’s some guidance on completing the form.


    In the email you receive from Customer Care, there will be a link to take you to a PDF viewer. You can download the form by clicking on the download icon in the top-right corner.


    If you have access to a printer, please print the document and ensure that all fields are completed accurately. Any incomplete fields will delay the investigation. Once complete, the quickest way to return the document is to take a picture of the completed document, attach it to an email and send it to our Customer Care Team.


    If you don’t have access to a printer, there are various free apps and programs available to help you add text to the PDF document, simply search for “PDF Editor” and there are many options for your device. Some devices with touchscreens even allow you to add handwritten notes. Again, please ensure all fields are completed before you save the edited document. Next, please attach it to an email and send it back to our Customer Care Team.


    If you don’t have access to view the document electronically, please call us and we’ll arrange to post a Missing Parcel Declaration form to you.


    Although you may have placed one order, we sometimes split the items across multiple deliveries so we can get them out to you as and when they’re ready. We would require a completed declaration for each delivery you’re disputing, not each order. It’s important that you understand which items were included with each delivery you are disputing. Your declaration is key to starting and completing our investigation.

    We will send you an email and text message update once your order has been despatched.

    Please log into your account https://www.size.co.uk/myaccount/dashboard/ to view the most recent update on your order.

    Alternatively, you can check the tracking link we sent in your despatch email to view the latest tracking information or here, however, please note Click and Collect orders  cannot be tracked on through this service. For Click and Collect orders the store will notify you when your order is ready to be collected.   

    Still need help? Call us on 0161 393 7063! Be sure to have your order number ready so we can help you as quickly as possible.   

    Returns to store are Free!! Check your local store here. All payment methods refunded in store.

    Alternatively please visit our return portal by clicking here This will give you various free options for posting your item back to us. No printer required, paperless options available! 

    Raffle orders can be returned either in store or via the portal. 

    Order by midnight to receive your parcel within 2 days of the following day, e.g. order at 22:30pm on Wednesday, receive it before Friday evening.


    The following postcodes are excluded from this delivery promise:


    Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50


    Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3


    Islands: BT, IM


    Jersey – JE


    Guernsey – GY


    Check out the delivery pages to see whether it’s currently available.

    Sorry your order was cancelled.

    If the item (s) you've ordered is out of stock at the time of packing your order, we need to cancel it. Please allow up to 5 working days for your refund,depending on your payment method

    Our customer service team wont know if a product is coming back in or not so why not take a look at our 'New In' section to see if something catches your eye.


    All items can be sent back to us for FREE for purchases made via the size? website, app or size?launches app. Simply package up your purchase with the order note and visit our portal by clicking here and you will see various free return options. Free returns are for UK customers only. If you are returning outside of the UK please use a carrier that provides a certificate of posting  just to ensure we receive your unwanted items safely. Please note that the items are your responsibility until they reach us. Enclose your despatch note and send to the address below.

    If you're lucky enough to live near a size? store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you. Returns are free to store.

    We've updated the till points in our stores to accept online returns. A return is registered through the till point and a refund will be processed back to the original method of payment you used online, all payment methods refunded!






    All our carriers are running and delivering as expected. Our delivery timeframes shouldn't be affected, however with increased demand on our warehouse and carriers, there is potential for small delays. However this will be communicated to you

    We're pretty quick at picking and packing your order & once the order has been placed we can't change it before despatch therefore we need to be quick to cancel your order once your purchase has been confirmed. If you contact us on 0161 393 7063 as soon as possible we may be able to help.


    At certain times we are unable to send all of the items you have ordered. If this is the case, we will send you an email letting you know of all the items that are missing from your order.

    Please note that we will provide you with a full refund for all the items that have not been sent.

    Please note that if purchasing more than 1 item then your order may be split into separate deliveries.

    If you have not received a notification that an item was not available and not received the refund after 5 working days, then please contact our Customer Service and we’ll look into it.

    If delivery is to an address in the EU then taxes and duties will be settled on your behalf with our courier. If delivery is to an address outside the EU, you may be charged taxes or duties on import into the destination country – we recommend you contact your local customs authority to understand the potential costs prior to placing an order.


    Unfortunately, once the order has been placed we can't change it. We're pretty quick at picking and packing your order, therefore we need to be quick to  cancel your order once your purchase has been confirmed. If you contact us on 0161 393 7063 as soon as possible, we may be able to help


    If you change your mind you can return it to us free of charge by taking it to one of our stores or by posting it back to us.Visit our Returns page to arrange a return!

    The way the majority of re-sellers work is that they use a dedicated network of people buying our product on launch day from our stores all over the country and online, so they can ‘guarantee’ a full size range (what you will see on eBay etc). They use these ‘pre-orders’ to determine how many and what size they need in a certain product. If you look at the end dates on these listings, they will almost always end either ON or AFTER our official release date, when they will then have access to the product via their buying network. We are constantly improving surveillance on re-sellers via our store network and digital channels and are actively blocking and identifying known re-sellers and re-sell networks from accessing our in demand launches at scale.

    A: Due to the demand for our limited releases and value customers place on some products, you will often see our product being “re-sold” in various places including auction sites, such as eBay, which we 100% do not condone in any way whatsoever. Unfortunately it’s very difficult to control what happens to the stock once we have sold it. However we don’t sell any of our releases in bulk, manually going through every single order and actively cancelling any large orders for the same product, nor do we allow any of our staff to re-sell which is also monitored extremely closely.

    If you've ordered through an instore kiosk and would like an exchange or to return an item, you will need to do this instore as we are unable to process exchanges or returns for kiosk orders via our Distribution Centre. Find your nearest store here

    Visit our delivery page for more information on UK and International delivery.

    Return Policy

    Items you decide not to keep.

    Not quite right? No problem, you can return items you decide not to keep providing these items are unused, in their original packaging with all tags and labels attached and in a resaleable condition. If an item is returned back to us damaged, worn or in an unsuitable condition, we wont be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. All items are inspected on return.

    If we sent you the wrong item or you received a damaged product, please contact us (provide your order number, email address and contact telephone number) so we can correct the problem immediately at our expense.

    1.       Complete a return form which can be found in your package. Cant find it? Simply write down the details of your order from your order confirmation email and pop it in the parcel. Please include order number, email address, full address and postcode and the details of the item (s) you are returning and the reason why.

    2.       If you are returning a gift, include the purchasers name, email and address.

    3.       Return securely packaged items to the address on the return form by the carrier of your choice or visit our returns portal on site to choose your nearest drop off location

    4.       We will refund, to your original payment method, for the amount you paid for the items. Shipping charges are non-refundable on part returned orders. If you order is returned in full you will receive the shipping charge back.

    5.       We aim to refund you within 48/72 hrs of having received the returned item(s)

    6.       Personalised items will only be accepted if the personalisation text is incorrect or if the product is faulty. Underwear is non-refundable for hygiene reasons. Swimwear returns will only be accepted if the hygiene seal is still intact. Pierced jewellery is non-refundable.

    Full Terms and Conditions can be viewed here 


    Full Terms and Conditions can be viewed here 

    If you think the item your received is faulty get in touch with Customer Service and we’ll see what we can do about it.

    At this moment in time our giftcards are only valid for redemption in stores. Gift cards that are expiring can be extended by our customer care team. Alternatively if a gift card has expired, they can be transferred onto a new year long gift card when we re-open 

    If you want to send something to someone as a gift then you can use their address as the delivery address for your order. We dont offer a gift wrapping service so the goods will arrive just like a normal order.

    PLEASE NOTE: Due to delays in Brexit we are working hard with our carriers to get your parcel to you asap. Please do not contact customer care. We will send you an update soon. Don’t forget to use our tracking links (here) once your parcel has been despatched. We thank you for your patience and continued custom.
    We deliver to 115 countries! Standard and Tracked Express delivery services are available to most of the countries we ship to. International delivery is available from just £6.99 - the price varies by country and this can be found here
    Who will deliver the parcel?
    Deliveries will be shipped via DPD,DHL, Skynet or DPEX depending on the weight and value. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.
    How long will it take?
    Delivery will take 7 to 21 working days after despatch; a signature may be required and if you're not around the driver will leave a card with instructions on how to pick it up. This may vary depending on the country but we should be able to give you more info if you contact our Customer Service team quoting your order number.
    Can I track my delivery?
    Tracking is available on some Standard deliveries and on all Tracked Express deliveries. You will receive a despatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history.
    Will the recipient have to pay duty on the order?

    If delivery is to an address in the EU then taxes and duties will be settled on your behalf with our courier. If delivery is to an address outside the EU, you may be charged taxes or duties on import into the destination country – we recommend you contact your local customs authority to understand the potential costs prior to placing an order.


    Call us on 0161 393 7063. Be sure to have your order number ready so we can help you as quickly as possible.

    Have you met Becky, our customer care bot? She can provide you with answers to most of our popular questions including tracking your order, returns info and much more. Start a chat with her on the FAQ pages, she'll pop up on the bottom right.

    Email us through the message icon HERE ,or why not try our FAQ's for a quick answer!

    Or you can also contact us on Twitter via @sizehelpteam.


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