Decathlon order tracking: delivery, returns and problems

Who delivers my Decathlon order?

In the UK, it depends on the option and the size of the order. The basket page shows the estimated date.

Products from Decathlon's European warehouses add up to 5 days. Decathlon UK delivers to mainland UK addresses, not the Channel Islands, the Isle of Wight or the Isle of Man. Northern Ireland gets click and collect only.

Elsewhere:

• Ireland. Standard orders from European warehouses come with UPS or DHL; express orders from Irish stores with An Post, or Xpect in Dublin. Bulky orders, over 30 kg or 120 cm, go with Movelocity or Vanex Logistics. Pick-up points are UPS Access Points, OOHPOD lockers and An Post points.
• Canada. Decathlon names Canada Post, the only one that delivers to PO boxes, and Nationex for eco delivery in Greater Montreal, Quebec and downtown Toronto.
• Australia. Decathlon names Australia Post and TNT Australia. Same-day delivery is "Powered by Uber", and InstallEzi delivers and assembles bulky items.
• US. Decathlon doesn't name its carrier. Orders ship the next business day and arrive in 2 to 4 business days in California, 3 to 7 elsewhere, in the 48 contiguous states and DC.

A marketplace item says "sold and shipped by a third party seller" on the product page; under Purchases, it shows "Sold and Shipped by" and the seller's name. The seller ships it from its own warehouse, only to UK mainland addresses, and its delivery costs show in the basket.

1. Decathlon warehouse or storeThe confirmation e-mail arrives once your order ships
2. The carrierBikes and bulky items: a date by text or e-mail
3. Store or ASDAClick & Collect waits 7 days in a UK store
4. YouStandard delivery comes Monday to Friday

Where do I find my Decathlon tracking?

Look in these places:

• Your Decathlon account. Go to My Account > Purchases > View Details. Once the parcel ships, the "Track Your Order" button opens the tracking. Bought as a guest? Use the Track my order page.
• The shipping e-mail. Shortly after it, you can track the parcel on the carrier's website.
• A text for bikes and bulky items. A bike's text has the tracking details and lets you reschedule. For a bulky item, you get a proposed date by text or e-mail.
• Click & Collect. An e-mail tells you when the order is in store; to track it before, contact the store.

In Ireland, UPS and DHL orders are trackable within 24 hours through the "Track my order" link in the shipping e-mail, and An Post sends its own tracking number. Decathlon Ireland can't give tracking for bulky home deliveries: Movelocity or Vanex Logistics contact you beforehand. In Canada, in-store pick-up has no tracking number. In Australia, the tracking details come by e-mail once the order is processed. In the US, the tracking number comes by e-mail once the order ships.

Here's what numbers from the carriers Decathlon names look like (made-up examples):

For other shops: where to find a tracking number. Not sure whose number you have? Type it here:

Why is my Decathlon order late, or why isn't the tracking moving?

It's often one of these:

• It hasn't shipped yet. The "Track Your Order" button only works once the parcel has left.
• An item comes from further away. An estimated date around 10 days or more away means an item ships from an overseas warehouse, and Decathlon can't speed it up. While the status says "In Preparation", the Customer Loyalty Team can cancel the order and tell you which item held it up.
• It's the weekend. Standard delivery comes Monday to Friday only.
• It's a bike or a bulky item. Bikes take up to 8 business days, items over 30 kg 5 to 7 days. Use the text to rearrange the date if you need to.
• You're in Canada. Decathlon Canada asks you to wait 5 business days after the estimated date, then contact it.

If the wait is still normal: tracking not updating. If you were out: missed delivery.

Cancel. If your purchase history shows no cancel option, contact Decathlon. It can't cancel a marketplace order, but its marketplace team can ask the seller.

Decathlon delivery options and costs

UK. For items sold and shipped by Decathlon:

Collect a standard Click & Collect order within 7 days, a 1-hour one within 2 days, with your order number (GB…) and photo ID. A home-delivered bike comes mostly assembled: you turn the handlebars and fit the pedals.

Elsewhere. In Ireland, home delivery costs €7.99 to €9.99, a pick-up point €4.99 or €6.99 and a bulky order €59.99; select standard orders over €200 go free. In Canada, standard shipping is free from $70 before taxes. In Australia, home delivery starts at $9.99, same-day at $25, and a Click & Collect order waits 14 days. In the US, standard shipping is free over $49.

More: parcel lockers and pickup points and parcel not collected.

Decathlon order not arrived, incomplete or damaged: what to do

In this order:

1. 1Check the trackingOpen the order under Purchases > View Details, and the carrier's tracking from the shipping e-mail. A marketplace item comes separately.
2. 2Look around and askCheck safe places, the mailroom and your neighbours. In Ireland, An Post may leave a parcel in a safe place, such as a green bin or behind a gate. In Canada, ask close neighbours and check community and building mailboxes.
3. 3Contact DecathlonUK: the contact form, WhatsApp +44 7976 630897, or a call-back for non-marketplace orders, 9 am to 8 pm Monday to Friday and 9 am to 6 pm at weekends. Ireland: [email protected]. Australia: [email protected]. Have your order number ready.
4. 4Report a transport issueIn the UK form, pick "Delivery tracking or transport issue", or "Incomplete / Defective order" if something is missing or faulty. For a missing item, quote your order number; for a defective one, add photos. For a marketplace order, ask for the marketplace team, which contacts the seller. In Canada, customer service contacts the carrier about a parcel marked delivered but not received, and gives you the other parcel numbers if only part arrived. In the US, once a parcel is marked delivered, Decathlon isn't responsible: check with the carrier or file a claim with it.
5. 5Refund or new itemFor a defective item, tell Decathlon UK whether you'd rather have it re-sent or refunded, and the Customer Loyalty Team comes back with a solution. Under 5 kg, you get free Royal Mail or ASDA return labels; larger items are collected Monday to Friday, taken apart and packed. A faulty Decathlon product returned within 30 days with proof of purchase gets a full refund.

More: parcel marked delivered but not received, damaged parcel and lost parcel.

Returning a Decathlon order

• By post (UK). In your account, go to My Purchases > Make a Return, pick the items and the reason, then create the free Royal Mail pre-paid label. No printer? Take the e-mail and the parcel to a Post Office, which scans the QR code and prints the label. Put a note with your name and order number inside, or the refund won't go through.
• At ASDA (UK). Attach an ASDA ToYou label, or print one, and hand the parcel in at an ASDA store. Keep the receipt to track the return.
• In store (UK). Any of the 42 stores, with proof of purchase. Exchanges happen only in store.
• Marketplace (UK). Request the return under Purchases. Don't post items over 20 kg or 61 cm: give the marketplace team your order number and the seller's name, and the seller arranges a collection. The seller can take up to 10 working days to refund you.
• Refund (UK). An e-mail confirms the return within 2 business days of the warehouse receiving it. A card refund takes 3 to 5 business days, PayPal 48 hours.
• Elsewhere. In Ireland, return by An Post (€4.95) or Drop2Shop (€3.94), or free in an Irish store. In Canada, the Canada Post label comes from your account, and $8 plus taxes is deducted from the refund, or $18 for a parcel over 30 kg or 100 cm.

To track the return parcel: tracking a return.

Can I track a Decathlon order in Peek?

Yes, with the carrier's tracking number: paste it into Peek. Peek recognises the Royal Mail, An Post and Canada Post numbers ending in GB, IE and CA and the UPS numbers starting with 1Z by their shape alone.

Numbers made only of digits, such as Canada Post's 16-digit ones, share their shape with other carriers. Peek then asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the right carrier. Decathlon UK and the US don't name their home carriers, so paste the number all the same: Peek follows more than 3,500 carriers. Do the same with a TNT Australia or Xpect number. For a Nationex number in Canada, paste it, press "Change" and pick Nationex. If the order comes in several parcels, add each number.

If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. Peek shows what the carrier publishes. Reports, refunds and returns go through Decathlon.