Frequently Asked Questions
Answers to commonly asked questions. Please check to see if your query has already been answered!
- What payment methods do you accept?
We currently accept payment via Visa (Credit, Debit and Electron), Maestro, Mastercard, American Express and Paypal. We are no longer able to accept Solo or Switch cards, as these payment methods are now deprecated.
We can also accept orders by post, fax or telephone - please contact us if you would like to place an order in one of these ways.
- How do I cancel or amend my order?
Once placed, orders generally leave our warehouse within 24 hours. Due to this rapid turnaround, it's usually not possible to cancel or amend your order once it is placed. However, you can still return item(s) to us upon receipt and / or place an additional order for any products you may have missed.
- How do I pay for my order?
When you're happy with the items in your basket and are ready to proceed to checkout, click 'View Basket and Checkout' at the top of your screen. You will be guided through our checkout process and invited to provide details of your delivery and billing addresses, as well as ways in which we can contact you (in case we need to get in touch, and in order for us to confirm your order).
Once you have provided this information, you'll be redirected to our secure payment server (provided by Sagepay). Select your preferred payment method (i.e. card type or Paypal) from the icons available and input card details on the following screen if applicable.
You may be asked to input your 3D Secure code if you use the Verified by Visa or Mastercard service. When your payment has been accepted, you'll be redirected back to The Sporting Lodge website, and your order will be confirmed. You'll shortly receive email confirmation.
- What currencies can I use?
All payments are processed in GBP (British Pounds Sterling). If your country uses a different currency, your order value will be automatically converted during payment based on the current exchange rate. If you're not sure how much your order will cost, you can use the Universal Currency Converter provided by XE for a guideline.
- Why has my payment been declined?
There can be many reasons why payment may be declined. Unfortunately this isn't something we're able to advise upon - for more information, or if you think this has occurred in error, please contact your card issuer.
- Do I receive email confirmation for my payment?
When your order is placed, you'll receive two confirmation emails. One of these emails is from Sagepay, and contains confirmation of your order totals including any postage costs and / or discounts applied. We'll also send you a summary of your basket contents separately. Both emails will contain your order number, which you should provide if you need to contact us about your order for any reason, to enable us to help you efficiently.
- Is it safe to order online?
We use 'Secure Socket Layer' technology (SSL) to encrypt your payment, to ensure your card details are safe. Verified by Visa and Mastercard SecureCode (3D Secure) is also in place where set-up by you, to provide further security. You can identify a secure connection when the usual 'http' page address prefix changes to 'https'. You may also see a small padlock icon indicating that the page is secure, depending on the Internet browser you are using.
- Do you offer a VAT discount to customers outside the EU?
Customers ordering from outside the European Union will receive a 20% VAT discount on their order. This is automatically applied at checkout once your delivery details are complete.
To work out the price with the VAT discount applied, divide the displayed price by 1.2. Simply reducing the price by 20% does not apply, as the discount is only applicable to the VAT inclusive amount.
- Do you accept gift vouchers?
We offer a gift voucher service. Vouchers (provided as gift cards) are currently available to buy over the phone and from our showroom. They can be used in conjunction with promotional and discount codes.
- Do you price match?
We do our very best to offer products at competitive prices. Should you find another UK online business with the item in stock, we will match their price. Please contact our customer services team for more information.
- What courier companies do you use?
All products are sent by the courier of our choice - this will usually be Royal Mail for both domestic and international orders. UK orders are sent using Royal Mail Tracked 48 as standard. International orders are sent using Royal Mail International Signed For.
- How do I track my delivery?
We will issue you with order tracking information as soon as your parcel is dispatched from our warehouse (via email) where applicable. This email will include your unique tracking number, and instructions on using this to track your order online where this service is available.
- Will my order be delivered as a single parcel?
Generally speaking, all products in a single order will dispatched as a sole consignment. However, in some cases, such as particularly large items, or in the case of items with different delivery dates (indicated when adding to cart), orders may be split and / or delivered at different times. If you have ordered a product available for 7–10 day delivery and another available for immediate dispatch, items available immediately will be dispatched as soon as the order is placed, with outstanding following at a later date. In these instances, you will receive separate dispatch and tracking notifications.
- Do you deliver to PO Box addresses?
Yes, we are able to do this worldwide.
- Do you deliver to Packstation addresses (Germany)?
No, as all our overseas deliveries require a signature on receipt, it is unfortunately not possible for us to deliver to a Packstation address.
- I haven't received my order - what should I do?
Delivery times to the UK are normally 1-2 days from dispatch. For Europe 5-7 days and the Rest of the World 7-10 days. Please allow more time during holiday periods. Unless via courier, the national postal services in the respective countries handle all orders. If you have concerns about an order please contact us and we can track for you.
- I am an international customer, do I need to pay customs duty on delivery?
All deliveries to countries and territories outside the UK may be subject to import duties and taxes (these are levied by the importing country when the parcel arrives in your country). All applicable duties, fees and any other charges imposed for customs clearance are the responsibility of the customer.
Unfortunately we are unable to advise on what these charges may be for a given country.
- Can I change my delivery address?
Orders generally leave our warehouse within 24 hours of being accepted - if we have already posted your order, it will not be possible to amend your delivery address. If you made an error during checkout which you have noticed immediately, please contact us as soon as possible.
- How do I return an item?
If returns are received by the Sporting Lodge within 14 days of receipt by the customer, a refund will be issued. Refunds are generally processed within 7 days after we receive the returned items. Credit notes will be issued for goods received after 14 days of receipt by the customer (up to 28 days). Please ensure all items to be returned are in a re-saleable condition, in original undamaged packaging with all labels attached, and have not been worn or otherwise used. We regret that we will be unable to accept non-faulty returns where tags have been removed.
When posting your item(s) back to us, it is strongly recommended you obtain proof of postage. Please ensure that items are well packaged. From overseas, the parcel must be clearly marked as "RETURN".
After goods have been inspected by us, you will receive a full refund of the purchase price. If the order was delivered outside the UK, your refund will be deducted a carriage price of £8.50 (Europe) or £12.75 (Rest of World) in the case of non-faulty items.
If within 28 days of purchase goods returned to us are deemed faulty, incorrect or damaged, you will receive either a full refund, repair or replacement, plus reimbursement for the return delivery charge when postage receipt is provided (up to a maximum of £10).
After 28 days you may return any item for inspection if you believe it to be faulty, and we may either repair, replace or refund at our discretion if the item is deemed defective. Please contact us prior to returning goods.
Please send your returns to:
The Sporting Lodge Ltd
Unfortunately we are unable to offer exchanges at this time. You will need to return the unwanted item to us for processing first and then place a new order.
- I have received my order but one of the items is missing or incorrect, what should I do?
Please contact us as soon as possible with your order number and details of the error and we will rectify this for you.
Please note, you can contact us up to 14 days from receipt of your order for a refund - beyond this time, we will assume that the order and products therein arrived correct, and may only offer a credit note up to 28 days from purchase. Please see our Terms and Conditions for more information.
- I received a faulty item in my order, what should I do?
Please contact us as soon as possible with your order number and details of the error. The faulty item should be returned to us for assessment - should it be concluded that the product is faulty, the return delivery charge will be credited back to you on proof of postage (please keep your receipt!).
You can choose to receive a refund or replacement item (subject to availability).
- I returned my order, how long will my refund take?
We deal with refunds straight away. Please allow up to 7 days to receive any refund due following receipt of the order.
- I returned my order because it was faulty, will my postage be refunded?
Yes, if we conclude that the product is faulty, we will reimburse your postage costs on proof of postage to a maximum of £10 (so please retain any receipts).
- Why have you not refunded the original delivery charge?
If you are returning an unsuitable (non-faulty) item for a refund we will refund the cost of the item only and not the original delivery cost..
- Are all of your products available for immediate delivery?
All products on our website are available for either immediate delivery or 7–10 day delivery. Dispatch times are displayed for each product, so if immediate dispatch is unavailable for a particular item or variation, this will be clearly indicated. If you cannot find what you are looking for within our brands, please contact us and we can place a special order (excluding all Fjallraven Kanken products). Delivery time on special orders is generally 7–10 working days.
- Will you be getting more stock?
We pre-order for seasons and also re-stock popular items within season. If you have a specific request please email or call us and we will do our utmost to get the product you require. We also have a fully stocked showroom which you can visit at your convenience.
- Can I find out if you will be getting replacement stock on items that have sold out?
If a product is listed as 'Out of Stock' this usually means that a product will be replenished in future. However, occasionally items are discontinued by their manufacturers. If you'd like to enquire about a specific product, please feel free to contact us and we'll be happy to advise - it may be that we can place a special order for you.
- I want a specific item but I can't find it on your website - can I order it?
If you're looking for a specific product from one of the brands that we carry, and don't see this listed anywhere on our site, there is a good chance we may be able to order direct from the manufacturer for you. Please note, this is a special order for which credit notes are issued for any returns. If you'd like to enquire about placing a special order, contact us, providing any product ID codes or description where possible, and we'll be more than happy to advise.
- Can I use more than one discount code for my order?
Our promotions cannot be used in conjunction with any other offer - any additional discount code(s) you input at checkout will overwrite previously accepted codes. Therefore, if you do have multiple discount codes available, you must select the one you'd prefer to use for addition to your order.
- Why doesn't my promotional code work?
We regularly retire old promotions to run new offers. If your promotional code is not accepted at checkout, first ensure that you are typing it correctly and have not made any mistakes. If the code still cannot be applied, it's likely that the promotion is no longer valid.
However, if you think this may be an error, please contact us.
- What are your current discount codes?
We're currently running the following promotions.
- Code WELCOME10 – 10% off your first order as an account holder (must be logged into your account). Valid against full-price (RRP) products only. Cannot be used in conjunction with other offers or promotions. Limited period only.
- Can a discount or sale price be applied retrospectively to my order?
Our prices do change, and we run discount codes and offers in accordance with trends, customer demand and stock availability. We are unable to refund the difference in price when an item you have purchased later goes into sale or offer, and we do appreciate how frustrating this can be. We are also unable to apply any retrospective discounts due to the number of orders we receive.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item first. We are sorry about any disappointment and hope you are happy with our goods.
- Are BFPO customers entitled to a VAT refund?
VAT will be refunded to all Armed Forces personnel serving at BFPO addresses based outside the VAT territory of the EU. To obtain your VAT refund, please contact us and request a refund, stating your BFPO address, following placing your order with us.
Normal BFPO restrictions apply, as outlined by the British Forces Post Office here.
Your VAT will be refunded within 7 days of dispatch of the order.