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Frequently Asked Questions
Can I order over the phone?
If ordering over the phone is easier for you then our in-store staff will be more than happy to assist with any orders or problems you may have. Simply call: 02392 698285
Our opening hours are:
Monday – Wednesday: 09:00 – 17:30
Thursdays: 09:00 – 19:00
Friday - Saturday: 09:00 – 17:30
Sunday: 10:00 – 16:00
If you happen to call outside our opening hours or all our staff are busy, simply leave your name and telephone number and we will call you back as soon as possible.
What time should I order by to qualify for same day dispatch?
In order to get your goods sent out the same day, you will need to place your order by 3pm.
Can I change my order?
Assuming your order has not already been dispatched; amendments can still be made to your order, simply email:email@example.com with the changes you wish to be made or call: 02392 698285
Be quick though, we start to pick and pack your order as soon as we receive it. We recommend you call rather than emailing to ensure the changes are made immediately.
Will I receive a confirmation e-mail?
Providing you place your order online you will receive a confirmation email upon completing the checkout form, you will then receive an email once the item has been processed and dispatched.
My credit/debit card is not working when I place an order
Please make sure all your details match up to the details on your card. Make sure the billing address matches the billing address to your card as the billing & delivery address can sometimes be different.
If you are still having problems, please email: firstname.lastname@example.org or call: 02392 698285
Be aware that if you submit incorrect information multiple times, your card issuer may cancel your card.
Can I cancel my order?
f course! Just give us a call and we’ll do our best to cancel your order before dispatch. If you do wish to cancel you will need to contact us as soon as you can, if the order has already been dispatched, you will need to follow our standard returns procedure.
Do you price match?
Yes, as long as it complies with our price match terms & conditions.
If you have found a cheaper item elsewhere and it fits with our terms & conditions, just fill out our price match form or email the details to: email@example.com
Are all the products shown on the website available?
Alexandrasports is run via a livestock system, this means that everything that is sold or delivered is automatically adjusted on our system, so you can be confident that if the item is shown as ‘in-stock’ it is very rare that it will be sold out.
There is always a small chance that you may order an item that is in the process of being sold in-store, but has not yet been deducted from the website; in this rare circumstance you will be contacted soon after placing your order by e-mail or telephone to discuss your options.
How can I find out my UK size?
You can take a look at our size guide either at the bottom of the site or on the product page you need the size for.
Don’t forget to check the guide for the brand you’re buying!
I need some help choosing my product, can you help?
Absolutely! After all, we are the running & fitness experts! If you are unable to come into our store to visit one of our experts, then you are more than welcome to use our ‘expert advice’ page, which will take you through a step by step analysis to ensure you get the best product.
If you are still unsure on what to get, then email or call one of our experts at firstname.lastname@example.org or 023 92 698285
What delivery options are available?
We offer free standard delivery on all UK orders over £30.00, as well as FREE NEXT DAY delivery on all orders over £80.00**.
Other options are also available, please see our Delivery Information page for more details.
Can you deliver to BFPO addresses?
Yes, we will deliver to all BFPO addresses free of charge.
My parcel hasn’t arrived! What do I do?
If you still have not received your item within the estimated time slot then you can contact us on: 02392 698285 or email:email@example.com with the problem and order details and we can track your parcel and find out what’s happened.
How long will my delivery take?
That completely depends on what delivery option you selected when purchasing your items. See Delivery Information for more details.
Can I return an item if it is unsuitable?
Yes, as long as the item is in the same condition you received it in, with any tags/packaging still intact; you can return it within 14 days of receiving the order. For more information please see our Returns Information section.
Do you pay for the postage costs when returning an item?
Returning items is your responsibility, so the cost will be determined by the carrier you choose; we also suggest making sure you have the correct postal insurance when returning an item, as any missing/damaged item/s are your responsibility.
However, in rare circumstances, if you are returning an item because of an error on our behalf, i.e. wrong colour/size or faulty item then we will refund all reasonable postage costs with proof of postage paid.
Should I notify you when returning an item?
Unless you are returning an item because of a fault then no, as long as the returns slip is completed and sent with the return item, then there is no need to contact us for a standard return.
Can you collect my item?
No, unfortunately we have no collection service at this present time.
How long will my refund take and how will you refund me?
We will refund you using the same method of your original payment. We aim to refund you within 24 hours however in some circumstance it can take up to 7 days to fully process.
Please be advised that all refunds can take up to 72 hours to show on your bank statement depending on your bank.
I am outside the 14 day limit; can I still return my items?
Yes, provided the item is returned within 60 days of the date you received the order, in original condition with any tags/packaging intact. Please note that returns outside of the 14 day limit can only be credited via an exchange, gift voucher or credit note.
If you are outside the 14 day return limit and haven’t requested an exchange we will notify you before automatically processing any gift vouchers or credit notes.
My Goods are faulty, what should I do?
Please return your items in the usual way and one of our experts can take a look at them. If you are able to provide any information that may be necessary, where/what the fault is? How it occurred? It would be much appreciated.
If the item is found to have a manufacturing fault, we will issue you with a new item or refund ASAP.
How to return
Securely package the item in a mail bag being careful not damage the item in any way, please do not use the product packaging to return the item as this will invalidate any returns (we have had shoe boxes simply taped up with the address written on them before) as this damages the packaging irreversibly. We recommend using the mail bag we sent the item/s in, so you may want to keep this packaging until you are sure you are completely happy with the item.
Alexandra Sports Web Returns
141 Gladys Avenue
Include your original or copy of the purchase invoice, returns form and any documents or notes that may help with the returns process.
Please ensure you pay the full postage, as we do not respond to part-paid items, we also recommend postal insurance to cover any damage or item loss that may occur in transit.
If you have any further questions feel free to email firstname.lastname@example.org and we will be more than happy to assist.
Detailed Seller Information
- Business Name: Alexandra Sports Ltd
- Business Type: Sports Retail
- Trade Register Number: 02842522
- VAT Number: GB750478815
- Phone number: 02392698285
- Business Address:
- 140 Gladys Avenue
- PO2 9BL
- Store front:www.amazon.co.uk/shops/A1MSE977LLBBFU
For questions regarding products, order delivery, or returns, please contact Alexandra Sports - The Running and Fitness Experts Customer Service:To initiate a return, please visit Amazon’s Online Return Center to request a return authorization from the seller.
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About Alexandra Sports - The Running and Fitness Experts
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Alexandra Sports - The Running and Fitness Experts Delivery Rates
Rather than bombard you with a highly complex system of delivery options, we thought that we would keep things simple, so we offer 4 options:
- Standard – Free on all UK orders over £30.00
For when you’re not in a major hurry to have your items and would like to benefit from free delivery on orders as little as £30.00 this is the ideal option for you. 99% of orders with standard delivery will arrive within 3 working days, if your order is unlikely to fit through your letterbox, please let us know and we can arrange to have the parcel left with either a neighbour or another “safe place” please see below for exceptions and further details.
- Next Day – Free on all UK orders over £80.00
Perfect when you want your order ASAP, but can’t make it to our store. Please note you’ll need to place your order before 3pm in order to receive it the following day. Please see below for exceptions and further details.
Listed below are delivery details for Alexandra Sports - The Running and Fitness Experts, including the geographies delivered to, the service level offered, and the prices charged. Note that media rates are based on dispatching a single item Purchasing multiple media items results in multiple delivery charges.
Delivery rates for all products (excluding Books, Music, Video and DVD) All Regions UK/GB excluding BF address UK - Mainland Street UK, BF Addresses Europe Zone 1 Europe Zone 2 UK/GB excluding BF address Street · Standard · (3 - 5 days) Per Shipment Bands Shipment Rate £0.00 to £29.99 £2.95 £30.00 to Up £0.00 UK/GB excluding BF address Street · Expedited · (1 - 2 days) Per Shipment Bands Shipment Rate £0.00 to £79.99 £5.95 £80.00 to Up £0.00 UK - Mainland Street PO Box · Standard · (3 - 5 days) Per Shipment Bands Shipment Rate £0.00 to £29.99 £2.95 £30.00 to Up £0.00 UK, BF Addresses · Standard · (3 - 5 days) Per Shipment Bands Shipment Rate £0.00 to £29.99 £2.95 £30.00 to Up £0.00 Europe Zone 1 · Standard · (3 - 7 days) Per Shipment Bands Shipment Rate £0.00 to £19.99 £12.00 £20.00 to £134.99 £15.00 £135.00 to Up £20.00 Europe Zone 2 · Standard · (3 - 7 days) Per Shipment Bands Shipment Rate £0.00 to £19.99 £12.00 £20.00 to £134.99 £15.00 £135.00 to Up £20.00
* Delivery Rates for Books, Music, Video and DVDUK
3 - 12 daysExpress Delivery - UK
24 hoursEuropean Union
5 - 12 daysUS (include US Protectorates) and Canada
5 - 12 daysRest of World
7 - 35 days
Books £2.80 £8.98 £4.02 £6.94 £7.00 CDs £1.26 £8.98 £1.82 £3.08 £3.58 Videos £2.80 £8.98 £4.02 £4.94 £5.94 DVD £1.26 £8.98 £1.82 £3.08 £3.58
* Marketplace orders are only accepted for delivery to Supported Countries.
* Your delivery fees when buying Books, Music, Videos and DVDs at Amazon Marketplace are fixed according to the type of product you purchase.
Rates are based on dispatching a single item. Purchasing multiple items results in multiple delivery charges; there are no "per delivery" and "per item" charges, as there are when you buy directly from Amazon.co.uk.
Region Key UK Street England,Wales,Scotland,Northern Ireland,Channel Islands and Isle of Man,excluding BFPO and PO Boxes. UK Off-Mainland *DISABLED* This ship option has been DISABLED and is no longer available to customers for new orders. Previous jurisdiction has been incorporated into 'UK Street'. UK P.O Box P.O Boxes in England,Wales,Scotland,Northern Ireland,Channel Islands and Isle of Man. BFPO English Forces Post Office Europe Zone 1 Belgium,Denmark,mainland France,Germany,Republic of Ireland,Luxembourg,Monaco,Netherlands Europe Zone 2 Greece,Italy,Portugal,Spain Europe Zone 3 Albania,Andorra,Armenia,Austria,Belarus,Bosnia & Herzegovina,Bulgaria, Cape Verde,Croatia (Hrvatska),Cyprus,Czech Republic,Estonia,Faroe Islands, Finland,Georgia,Gibraltar,Greenland,Hungary,Iceland,Latvia,Liechtenstein, Lithuania,Macedonia,Malta,Moldova,Norway,Poland,Romania,Russian, Federation,S Georgia& S Sand Is,San Marino,Slovak Republic,Slovenia, Sweden,Switzerland,Turkey,Ukraine,USSR (former),Vatican City State. Australia and Far East Asia Australia, Brunei Darussalam, Cambodia, Cayman Islands, China, Christmas Island, Cocos (Keeling) Isls, Cook Islands, East Timor, Fiji,French Polynesia, Guam, Hong Kong, Indonesia, Kuwait, Laos, Macau, Malaysia, Mexico, Micronesia, Mongolia, Myanmar, New Caledonia, New Zealand, Niue, Norfolk Island, North Korea,Papua New Guinea, Philippines, Pitcairn, Samoa, Singapore, Solomon Islands, South Korea, Taiwan, Thailand, Tonga, Tuvalu, Vanuatu, Vietnam, Wallis & Futuna Isls. North America Canada,United States. Japan Japan Rest of World Rest of the World. Top of Page
- Standard – We operate a tracked 48-hour service (Royal Mail Tracked®): Royal Mail aim to deliver your parcel within 48 hours with the following exceptions: Parcels addressed to these postcodes: HS, KW, ZE2, ZE3, JE, GY, and IM should be delivered within three days.
- Next Day – We operate a Tracked 24-hour service (Royal Mail Tracked Next Day®). Royal Mail aim to deliver your parcel within 24 hours with the following exceptions: Parcels addressed to these postcodes: JE, GY, IM, HS2, PA61-PA75, PA78, ZE2-3, KW16-17, PH30, Pb1-Pb4 should be delivered within two to three days.
- BFPO – We deliver to all BFPO addresses free of charge, delivery times vary and unfortunately estimated delivery times are not available as this is not a public service; please speak to your relevant administration personnel for more information.
- Missing Deliveries:
If you haven’t received your item within the estimated time slot then please contact us on: 02392 698285 or email:email@example.com with your order details and we can track your parcel and find out what’s happened. Occasionally Mother Nature or other forces beyond our control may affect deliveries; we cannot be held responsible for unforeseen delays caused by such forces or our delivery agents, but we promise that we will do everything we can to ensure you receive your order within the stated timeframes. All claims for missing items must be made within 28 days of the estimated delivery date. You reserve the right to cancel your order within 7 days of delivery.
Apart from the delivery time exceptions, noted above, we do have a few exceptions where deliveries are either not possible or our customer service team will need to contact you to explain your options before processing and charging for your order; these may result in a slight delay in processing.
Here is a list of examples that may be relevant:
- An item from your order is either found to be faulty or damaged before we dispatch and there is no more stock available in this product – we will contact you to discuss alternatives or confirm a cancellation.
- You are attempting to order from outside the European Union or to a PO Box address – Unfortunately we do not currently ship to PO Boxes or outside the EU; unless to a BFPO address.
- Your order value exceeds £600.00 – There are some exceptional purchase variables that may result in us needing to charge a delivery cost despite your order being over £80.00; this is only in the event of very heavy orders (i.e. if you were to order very large quantities of energy drink powders); we would contact you before making any charges.
- Your order is flagged by our system as a possible fraudulent order – apologies if this happens; however the system makes this decision based upon information from banks and other agencies as well as the combination of items ordered; we will contact you to confirm your identity and order before processing such orders. This is for everyone’s security so please don’t be offended.
- Duplicate orders – We will contact you before processing duplicate orders, in case the duplicate was due to an internet connection (or other) problem on your network when you placed the order.
- Your item is not available – We operate a state-of-the-art live stock system that is accurate to within 3 seconds; unfortunately even this still leaves room for rare stock control errors where your item may be show as available; when in fact it is out of stock. We will contact you to discuss if your options from here.
- Missing Deliveries:
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Prices are displayed inclusive of any applicable VAT.
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- Standard – Free on all UK orders over £30.00
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Privacy & Security
Amazon knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. By visiting Amazon.co.uk, you are accepting the practices described in Amazon.co.uk's Privacy Notice.
Alexandra Sports - The Running and Fitness Experts values the privacy of your personal data.
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Returns and Refunds
Please refer to the Amazon.co.uk Return Policy. Please contact Alexandra Sports - The Running and Fitness Experts to get information about any additional policies that may apply:
Contact this seller Phone: 02392698285
To initiate a return, please visit Amazon’s Online Return Center to request a return authorization from the seller.