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 has failed, as the process involves both our systems and your own bank.

However if your payment does fail the first step is to check you have entered all your details correctly, remember these need to match what is written on your bank statement.

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. We have found that this method works well for everyone, but if you disagree we’re always happy to hear your views.

What choices do I have to pay?

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

  • PayPal
  • Visa
  • Mastercard
  • Switch
  • Delta
  • Solo
  • UK Maestro
Can I use Nevisport gift vouchers or credit notes to buy online?

No. We are currently not able to accept store gift vouchers or credits notes online, but you are able to use them nationwide in any of our Nevisport stores.

Show me how to find my nearest store.

Can I change or cancel my order?

Yes! However you need to be fast and the only changes possible are for amendments 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 hours of receiving your order, so if you choose to cancel or change your order please call Customer Service immediately on 01397 704 921.

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, does not currently ship out with 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 7 working days for delivery. Well that's the official line out of the way; the truth is we aim to have weekday orders dispatched within 24 hours and with you soon after that. Orders will arrive between 8am and 5pm Monday through to Friday

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.

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

Don’t worry! Our shipping agent will leave a calling card, which will allow you to either rearrange delivery or permit you pick up from a local access point.

Who will deliver my order?

We use Parcel Force, UPS and Royal Mail this is dependent on the value/weight of your order and also the location from where it is shipped.

Will you delivery my order to a different address?

The simple answer is yes! Not everyone can be at home during our delivery times; this is why Nevisport openly encourages customers to have their orders shipped to their work or an address where someone will be home. Simply add the alternative delivery address when prompted in the checkout process.

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.


  • 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

High Street
Fort William
PH33 6EU

Can I return items bought online to a Nevisport store?

It is possible for you to return your order to a Nevisport store, but only if the specific store either stocks or has at some point stocked the item. It is for that reason we encourage all customers to phone their chosen store in advance of travelling. Fine your closest Nevisport store.

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.

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.


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?

The choice is entirely up to you. It is however worth mentioning that we do not send out a lot of email, but when we do they tend to have exclusive offers and discounts not offered to the general public.

So our advice is simple, try before you opt-out. If what you receive through is of no interest then 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?

The first step is to not panic! Simply click 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.


The item I want is now out of stock?

Seasons come and go at Nevisport. Sadly this does mean some items sell out and will not be replenished. However all is not lost, get in touch with our customer services team as soon as possible and they may just be able to track one down for you.

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 travelling

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.

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