How do I return an item? (UK Customers)Updated 10 hours ago
How do I return or exchange an item? (UK)
You can return or exchange an item within 21 days of your order being delivered, as long as it's unworn (trying it on is absolutely fine) and still has all its tags attached.
This article is for orders delivered to mainland UK. If your order was delivered to Northern Ireland, the Channel Islands or the Isle of Man, please see our "How do I return an item from outside the UK?" article instead.
Before you start, have these ready:
- Your order number, including the # (for example #123456)
- The email address you used to place your order
Exchanging an item
Exchanges are for a different size or colour of the same item.
1. Head to our returns portal: https://returnsportal.co/version-live/r/provizsports?s=1&lang=
2. Enter your order number and the email address you ordered with
3. Choose the item you'd like to swap, select Exchange, then pick the new size or colour you'd like
4. Review the exchange fee and confirm your exchange. The fee covers sending your item back to us and sending your new one out to you
5. Print your returns label and stick it securely on your parcel
6. Pack the item with all its tags attached, then drop it off with the carrier shown on your label
That's it. There's no need to place a new order, we'll send your new item out to you as quickly as possible and you'll get an email with tracking once it's on its way.
Please double-check your new size or colour before confirming, as the exchange fee can't be refunded once your exchange has been confirmed. If the size or colour you'd like isn't available, you can choose a refund instead and place a new order once it's back in stock.
Returning an item for a refund
1. Head to our returns portal: https://returnsportal.co/version-live/r/provizsports?s=1&lang=
2. Enter your order number and the email address you ordered with
3. Choose the item you'd like to send back and select Refund
4. Print your returns label and stick it securely on your parcel
5. Pack the item with all its tags attached, then drop it off with the carrier shown on your label
For return charges, please see our Return costs by country article.
Your refund
Refunds are usually issued within 2 to 3 days of your parcel arriving at our warehouse, back to your original payment method, and you'll get an email to confirm once it's done.
During busier periods this can take a little longer, so please allow at least 3 working days after your parcel has been delivered before getting in touch about your refund, as it's most likely already being worked on.
Faulty or incorrect items
If you think your item is faulty, or you've been sent the wrong thing, please email [email protected] with your order number and details of the issue before sending anything back, so our team can look into it for you.
Ordered through a retailer?
If you ordered through Decathlon or Mountain Warehouse, please email [email protected] and we'll help arrange your return. If you ordered through John Lewis or Debenhams, your return is handled by them, so please contact their customer service team directly.
Need a hand?
Just email [email protected] with your order number and we'll help you through it.