Help - Frequently Asked Questions

Payment and Ordering

Why won't my card payment go through?

It is not always possible to confirm why your payment hasn't processed or has failed, as the process involves both our systems and your own bank.

However if your payment does fail, firstly check you have entered all your details correctly, remember these need to match the details on your bank card and the address it is registered to.

Alternatively please try another card or contact customer services for further advice.

When is payment taken for my order?

We charge your credit or debit card as soon as you click “Confirm” during the checkout process. In the unlikely case that there are issues with your order, we will contact you and issue any appropriate refunds.

What choices do I have to pay?

Nevisport currently accepts all major credit, debit and charge card. These include:

    Amazon Pay Paypal Visa Mastercard Maestro JCB
Can I use Nevisport gift vouchers or credit notes to buy online?

No. Unfortunately we are currently unable to accept store gift vouchers or credits notes online, but you are able to use them nationwide in any of our Nevisport stores.

Find your nearest store.

Can I change or cancel my order?

Yes, however it is currently only possible to request a change in colour or size. If you wish to change an item to an entirely different product, the original order will be cancelled and you will then need to place your new order again. We aim to dispatch your goods within 24 hours of receiving your order, so if you choose to change your order please call Customer Service immediately on 01397 704 921.

Cancellations should be made in writing to our Customer Services team, quoting your order number, in writing as soon as possible after you have received your order confirmation and not after 14 days from receipt of purchase.

If you’re too late, don’t worry. Simply decline the delivery when it arrives or return the order unopened within 60 days of ordering.

Delivery and Returns

Can you deliver out with the UK?

No, at the moment Nevisport.com does not ship outwith the UK.

Where do you deliver?

We deliver throughout the UK, Northern Ireland, Scottish Islands, Isle of Man and British Forces Post Offices.

How long does delivery take?

Please allow up to 5 working days for delivery. We aim to have weekday orders dispatched within 24 hours and with you soon after that via our couriers, orders will arrive between 8am and 5pm Monday through to Friday. Please note due to high order volumes and Covid-19 saftey procedures, some orders may take slightly longer to process at the moment. We will keep you informed on the status of your order via email.

As you may expect, delays may occur at certain times of the year, so we recommend customers use their order tracking codes to stay updated.

Adverse weather conditions may disrupt and delay the delivery of parcels also.

What if I'm not home when my order is delivered?

Our couriers will leave a calling card if you are not home to accept your delivery. This will allow you to either rearrange delivery or give you information on how to collect from a local access point.

Who will deliver my order?

We use Parcel Force, UPS and Royal Mail, dependent upon the value/weight of your order and the location we ship your order from as some items are sent directly from our stores.

Can you delivery my order to a different address?

Yes, at checkout you will be given the option to enter a suitable delivery address different to your billing address, which can be a place of work.

There is an item missing from my order. What should I do?

If there are any items missing from your order please contact us immediately so we can track it down for you. You have 7 days to let us know about the missing item.

How do I return or exchange items purchased online?

Nevisport understands that buying online doesn’t always offer the same experience as actually seeing the goods in store, because of this we’ve tried to make our online returns process as easy as possible.

Simply:

  • Download and complete the returns form found at the bottom of your confirmation email. Alternatively, you can download the form here
  • Send the items and completed form to our Returns Department.
  • Do all this within 60 days of receiving your order and please ensure goods returned brand new, unused and in the original packaging.

We recommend that all returned items are sent using an insured delivery service for your own protection e.g. Parcel Force, City Link etc. We will refund reasonable carriage costs incurred by returning defective items but we expect you to choose a cost-effective method of carriage in preference to an expensive next-day service.

Please note that base layers are classed as undergarments and for hygiene reasons are non-returnable unless faulty

See Terms & Conditions for detailed information.

Nevisport - Returns Department

Nevisport Returns Department
Vermont House
149 Vermont Street
Kinning Park
Glasgow
G41 1LU

Can I return items bought online to a Nevisport store?

It is possible for you to return your order to a Nevisport store for an exchange. Not all our stores stock the same items, so it might be a good idea to phone ahead of your visit to find out if we have what you are looking for. If a refund is required some of our stores can also accept items for a refund. These stores are Aviemore, Fort William, Glasgow, Kendal and Middlesbrough. They will accept the item in store and contact our customer service team to process the refund onto your original payment method. If you can't make it to any of the stores listed and require a refund, please post back to us as above.

On arrival at the store you should provide the original receipt supplied by email and ensure the item is new, unused and still in its original packaging.

What is your Christmas returns policy?

We have extended our returns policy for the festive period until February. If you need to return any apparel or equipment then please get in touch with our customer service team and discuss your options.

How will I be refunded?

All refunds are made to the original card used for purchase. To stop fraud and to protect you we cannot make any exceptions to this rule.

Registering

Do I need to register to buy?

Yes, at the moment we require every customer to create an online account to buy online.

Registering an account does, however, have its benefits. This includes the ability to save your basket and check the status of your order

By registering will I automatically get marketing emails from you?

No, following GDPR regulations it is your choice whether or not to receive marketing emails from us. Our marketing emails are infrequent and will only contain information relevant to products we know you'll be interested in. We occasionally send out special promotions to our customers via email that we don't share elsewhere.

If you no longer want to receive these emails, you can easily unsubscribe by clicking the "Unsubscribe" link at the bottom of each email or simply log in to your Nevisport account online and untick the "Subscribe to newsletter" box.

What if I forget my password?

You can reset your password by clicking the "Forgotten your password?" link on the log in page. You will then be sent an email with instructions on how to reset your password.

If you do not receive the password reminder email through, please start by checking your spam folder for our email. If you still can’t find it please contact customer services.

General

The item I want is now out of stock?

If the item you previously looked at is now out of stock, please contact our Customer Service team who will be able to advise if the item will be restocked or if we have any available in one of our stores.

Where is my closest store?

To find your closest store, please visit the store finder on our homepage.

Opening times vary so we encourage you to call the stores direct before traveling

Key Information

What does 'H' mean in footwear?

 The H represents half e.g. 9h = 9.5.

Can I get skis/snowboards serviced in store?

Yes, several of our stores have a workshop. Please call your nearest store to check availability and price of the service.

Can I hire winter walking/climbing equipment in store?

Yes, both our Fort William and Aviemore store have plastic boots and axes for hire please see the relevant store page for more information.

Can I pre-book hire equipment?

No sorry, all equipment hire is on a first come first served basis.

Can I hire skis/snowboards in store?

Yes, our Aviemore store has a selection of skis and snowboard hardware for hire please call for prices.

I am a BMC member can I get a discount online?

Sorry, we only offer members a discount in store on production of a valid membership card the discount only applies to full priced items purchased.

Do you offer to price match with other retailers?

Sorry, we no longer offer price match.

Not found the answer you're looking for? Get in touch here.

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