FAQs


WHERE IS MY ORDER?

You will receive an email once your order has been dispatched which will contain your delivery due date. Please allow one extra working day before contacting us about your order. Should your order be one day late or more please email our customer service department: customerservice@gainzfitness.co.uk and we will track your parcel for you.  

I WOULD LIKE TO CANCEL / AMEND MY ORDER, HOW DO I GO ABOUT IT?

If you would like to cancel or amend your order, please get in touch with us by emailing customerservice@gainzfitness.co.uk and we’ll gladly assist. Please note cancellations / amendments made after or during delivery will only be honoured when the item is returned. Should you receive the item before cancelling / amending it will be the your responsibility to pay for return postage.

I'VE RECEIVED THE INCORRECT / FAULTY ITEM(S), WHAT DO I DO?

If you receive an incorrect item or if the item is faulty please contact us  via email within 14 days, on customerservice@gainzfitness.co.uk 

Please provide your order number and include a photograph of the item/s you have received. Once we establish the issue we will forward onto you a returns note and postage label and replace the items for you.

I HAVE CHOSEN THE INCORRECT ITEM / SIZE, CAN YOU HELP?

If you have accidentally ordered the incorrect item or size, please contact us within 14 days. As we limit the number of designs we produce it is not guaranteed you will be able to exchange the item for the same design. Please email customerservice@gainzfitness.co.uk and we will provide you with a returns postage form.

THE ITEM I WANT IS OUT OF STOCK, HAVE I MISSED THE BOAT?

As we only run limited designs, its possible that once the item is sold out it won’t be making a comeback, however if we find a design is particularly popular we may do a limited restock, so please email us to let us know if you want a certain design back in stock and we will do our best to accommodate.

IS YOUR PACKAGING ENVIRONMENTALLY FRIENDLY?

Yes! Our packaging is made from Biothene® which is 100% biodegradable and is produced in the UK – this is quite a big deal given it’s not something many people consider, however we like to be different and we care, so knowing we are not adding to the landfills makes us feel better. If your packaging ends up at landfill it will decompose within 18 months so it will not harm the environment.

Additionally, we print as little as we can and it’s always on recycled paper.  Please recycle all of your tags and delivery notes.

WHERE CAN I FIND OUT MORE ABOUT THE CHARITY YOU SUPPORT?

Please feel free to support Henry in your own way too! For more information visit their website - www.henry.org.uk. We are lucky enough to be able to support such a good cause even if it’s only in a small way, all we can do will help.

MY EMAIL HASN’T GOT A REPLY / I’M NOT RECEIVING YOUR EMAILS?

We aim to respond to all emails so make sure you add our email address to your address book to avoid it ending up in your or our spam folder.

I’M ORDERING FROM OUTSIDE OF EUROPE, WILL CUSTOMS FEES AND VAT BE APPLICABLE?

Generally not, but this depends. Usually there will be no charges, unless you order a huge amount of gear! (to take the value over the high value threshold)

In some cases, nominal charges for customs fees may apply. These charges are not charged by us, but rather by the courier company / customs department in your country.

As a guide, refer to the below table: 

Country

High value threshold

Approx UK amount

Charges

Australia

AUD1000

£467

Brokerage fee: AUD82.5,
Customs entry fee: AUD33.89

Canada

CAD20

£10

CAD20

Mexico

USD50

£33

USD30

New Zealand

NZD400

£174

Brokerage fee: NZD50,
Customs transaction fee: NZD38.07

Norway

KR200

£15

No fees, duty and VAT only

UAE

AED1000

£180

AED50

USA

USD200

£132

USD10

 Note that any customs charges will be your responsibility.