Delivery & Returns
DELIVERY & RETURNS PAGE
The peak season for our couriers has begun, which may incur additional delays which is out of our control due to the large volumes they will start to receive ready for The Big Day! This delay will be on top of our 4 working day processing time. Orders placed for Christmas should be placed no later than 25th November to insure delivery before Christmas for International shipments only - this will allow enough time for customs clearance and any unexpected delays.
UK - we currently have a slight delay in getting orders dispatched up to 96 hours (4 working days).
As much as we are trying to keep stock of every item available on our website, some of the products will need to be ordered to our suppliers which could involve some out of stock or delay of restock. We will of course contact our customers if there is any delay regarding a product restock.
Remember, be safe, be kind.
The Gymstop Team
All orders are picked and packed in our warehouse based in Bexhill, East Sussex and dispatched Monday to Friday, excluding bank holidays. Please note, if your order is exceptionally processed on a Saturday/Sunday, this will not be collected until the next working day.
We aim to pick and pack orders within 4 working days, the day following your order is placed due to large volumes of orders coming through our warehouse.
Your purchase will be delivered within the time frame chosen at check out from the processing date.
Our delivery times are as follows:
Standard Delivery (4 to 7 working days from order being processed) - £3.99
Tracked Delivery (4 to 5 working days from order being processed) £5.99
Express DPD Delivery (3 to 5 Working Days from order being processed) - £8.95*
Standard Fragile Shipping (5 to 7 Working Days from order being processed) - £7.95**
Express Frozen / Fresh Delivery (Next Working Day from dispatch, usually dispatched within 7 working days Monday to Thursday) - £7.95***
Secure Shipping (Signature - 3 Working Days from the order being processed)****
For International shipping, please see our international delivery page.
* Depending on location different delivery service may be used.
**Orders which are extremely fragile, such as QNT 50g Protein Shakes are required to be packed with additional packaging and sent via courier.
***Orders which include Frozen or Fresh Foods which need to be delivered that day, such as MyGSN Pot o Golds, MyGSN Protein Pizza & MyGSN Steamed Chicken are required to be packed in thermal boxes and packaging with ice packs to keep them fresh.
****Signature at delivery address ONLY.
Issue with delivery:
If your delivery attempts fail once, depending on the courier used, the driver might leave a calling card and try an other attempt the following day, if the delivery isn't possible, the parcel will be sent back to us or left to a pick up shop/post office. If you do not collect your parcel within the timeframe announced by our courier via email/SMS, the parcel will be sent back to us. If you would like us to send it back to you, the shipping charge will be required to be paid again, otherwise, we will process the refund of the items only.
If the delivery fail due to information provided to us by you (the customer), the shipping charge will be required to be paid again to have the order re-sent via a courier and would not be refunded. Please note, this includes incorrect delivery address, missing information, incorrect contact information, not answering the door, not responding to courier or Gymstop information requests.
If your order arrives damaged or shows any signs of tempering, please refuse delivery and contact us via email to inform us of the issue.
Gymstop is not liable for any orders which are sent to the incorrect address provided by the customer. Orders will not be refunded, replaced or otherwise compensated for an order delivered to the address provided by the customers which is incorrect, contain errors or missing information.
The couriers we use include Royal Mail, DPD, DHL and ParcelForce. Depending on your location and the weight of your order couriers may vary especially if placing your order outside of the UK. Depending on the value / weight / delivery address / risk / size of your order we may use a signed service at no additional cost to you. In most case heavier orders will be dispatched via DPD Next Day or Two Working Day Service – this is to protect us, and you.
Our couriers usually request a picture and signature as proof of delivery, we cannot request our couriers to deliver the parcel to a different address/neighbour/safe place.
We understand that you might not be available to receive the parcel when expected and request the package to be delivered to a safe place/neighbour.If that’s the case and the package goes missing, Gymstop will not be liable to send out a replacement or process a refund. However if you did not instruct the courier to leave the parcel in a safe place or with a neighbour, please contact us within 2 working days of the delivery.
If you have not received your order after 7 working days after receiving a dispatch notification, please contact our Customer Service department on (+44) 01424 554249 or email@example.com and we will open an investigation with the courier and resolve any issues quickly.
Frozen & Fresh Delivery Regulations
– All produce is stored in refrigerated storage facilities and transported via DPD, the UK’s leading next day courier.
– Goods are delivered in ambient vehicles with goods carefully packed with the relevant number of ice packs in specialist triple layered insulated boxes to ensure they arrive frozen and in perfect condition.
– Goods are packed within specially designed thermal liners, produced from recycled marine waste.
– As we want to keep our stock as fresh as possible, we will only hold a small stock of Fresh & Frozen foods in our freezer and fridges. Most of the stock will be ordered on demand, which is why we advertise a 7 working days dispatch for this type of product.
If the order is placed outside of the UK, you may be liable for customs charges when receiving your order – this is not prepaid and Gymstop will not be liable for an additional cost.
Due to the amount of parcels entering the EU from the UK, customs clearance is becoming challenging and causing huge delays (especially into Ireland). Orders going via An Post have faced massive delays and scrutiny from the Irish Customs due to misinformation being relayed back and forth between Customs, the courier, and the shippers.
From 1st November 2023, the peak season for our couriers has begun, which may incur additional delays which is out of our control due to the large volumes they will start to receive ready for The Big Day! This delay will be on top of our 4 working day processing time. Orders placed for Christmas should be placed no later than 25th November to insure delivery before Christmas - this will allow enough time for customs clearance and any unexpected delays.
As long as a parcel is held and being processed by the customs department, we will not be able to cancel the process and therefore, a refund would only be issued if the tracking is showing that the parcel will be sent back to the sender.
In the case of non-delivery and where the Supplier has notified the Authority of the intended date of delivery, the Authority has informed the Supplier within 10 days of the notified delivery date that the Goods have not been received.
We like to make returns simple, that is why we offer a 30 day return policy. All you need to do is send your order back to us, unopened, in the original packing and in a sellable condition for a refund. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer or brand.
Opened tubs of supplements or food products are not able to be returned for safety reasons. If you have purchased the incorrect flavour, and do not like it we are unable to exchange or refund the product.
Due to peak times, refunds and exchanges can take up to 5 working days once received and inspected in our warehouse.
Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
Clothing returns: exchange for a different size, send us an email within 30 days of placing your order, and we will sort the rest. Exchanges are only permitted once, if the size is still not correct, please contact us again to arrange a return, so you can receive a refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you have any questions, please contact us at firstname.lastname@example.org
Please note: Once the order has been received back into our warehouse, a refund or exchange will be processed within 7 working days once the item/order has been checked and weighed by our returns team.
On 1st January 2021, the United Kingdom will no longer be apart of the European Union - as we are based in the United Kingdom, this may cause some issues when dispatching your orders if you have ordered outside of the UK.
From now on, orders leaving the UK will have the required customs information passed onto local custom authorities; this may include a physical commercial invoice or an electronic commercial invoice depending on which courier is used. Gymstop will deal with the customs invoice to get the goods through customs in the recipients country, but Gymstop WILL NOT be liable for any additional charges or taxes which you will receive.
As we are currently unable to guess what kind of trade agreements the UK will have with the EU, we do not know if orders will be acceptable to customs and tax charges. Due to this, Gymstop will not be viable for any customs or import charges, along with any tax due to be paid for the customer receiving their orders outside of the United Kingdom.
Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered, unless we have notified you that we do not accept your order, or you have cancelled it in accordance with our terms and guidance. Non-acceptance of an order may be a result of one of the following:
- The product you ordered being unavailable from stock.
- Our inability to obtain authorisation for your payment.
- The identification of a pricing or product description error.