How does COVID-19 affect my order?

Please trust that during this unprecedented time we are doing our best to operate as normally but safely as possible.

Once a parcel leaves our warehouse, we are highly reliant on the courier to make a safe and efficient delivery.

Unfortunately, due to COViD-19 restrictions, we are experiencing a slight delay with some of our couriers.

Our couriers are complying with the government guidelines and taking extra measures to ensure all drivers remain safe and healthy, keeping to the new 2 metre distancing rule, and having less staff in their sorting offices at one time.

These factors contribute to an overall slightly slower service and we trust that our customers will hopefully understand how important health & safety is especially at a time like this.

For UK customers, we recommend opting for Next Day Delivery if you require your items by a certain date.

What is your returns policy?

You are more than welcome to return your item unless the product description states it is non-returnable. Items purchased during a sale can only be returned for a refund and not an exchange.

You have 30 days to return your order (UK) or 40 days (International).

Please do your best to try on, handle and repackage the items with care. Items must be returned in their original condition – unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached.

Please follow the link Make a Returns.

We always recommend returning your items tracked, as we unfortunately can’t be held responsible for any items that do not reach us. Please also keep hold of your return receipt until your refund or exchange has been issued as proof of postage.

We aim to process all returns within 10-15 working days of delivery to us. We will email you once we have received your return and later when we have processed your refund or exchange.

For more help on how to return your item, please click HERE. 

How does BREXIT affect my order?

We have been made aware that our delivery providers are adapting to new and revised procedures due to Brexit. Usually, items sent to the EU slide through customs automatically however they are now being stopped and checked.

These changes may contribute to a slightly slower service and we trust that our customers will hopefully understand the reasons for this. That being said, we have seen improvements over the last few weeks and items being sent to EU usually make it through customs within just a couple of days.

We are so sorry for any delay you may experience due to Brexit and we hope you can understand that it is just as disappointing for us when our customers are inconvenienced.

Can I check the progress of my return?

We will send you an email as soon as we receive your return. If you’ve not yet received this email, please track your return using the tracking number on the receipt given to you

Once we receive your return, we take up to 15 days to process your refund or exchange.  If your order was delivered to us more than 15 days ago and you’ve not heard anything, please get in touch below with the following info:

  • Order number
  • Full name and email address
  • Return tracking details
  • Item(s) returned and whether you wanted a refund or exchange.

How do I track my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you.

Once this has been dispatched, you’ll receive an email notifying you of this (within 24 hours) with a tracking link included.

Your tracking will continue to update as your parcel makes its way to you.

Please note it can take 24-48 hours for tracking information to become available after purchase.

How do I return my parcel? / What is your return address?

You are more than welcome to return your item(s) back to us for a refund or exchange.

You should have a paper slip within your parcel – please tick ‘refund’ or ‘exchange’. If you choose exchange then please write the item name, colour and size you’d like us to swap your item for. Please note, sale items are eligible for a refund only. This slip then needs to go inside your parcel.

UK

You can return your parcel via your local post office.

Our Return address is: GYMHONEY, UNIT 1 VERTEX PARK SOUTH, OAKWOOD DRIVE, EMERSONS GREEN, BRISTOL, BS16 7LB

We recommend using a 2nd class signed for service – this takes around 2-3 days to reach us and costs approximately £3 depending on the weight and size of your parcel. Please keep hold of your receipt until your refund/exchange is processed as proof of return.

How long does delivery take? (UK and international)

You can find a list of delivery timescales and prices per country  here

Additionally, once you reach checkout and enter your delivery address, the page will refresh and available shipping options will appear. Once you click your preferred option, you’ll also see an estimated delivery date. Please note this date is an estimate and we can only guarantee Next Day Delivery.

We are working closely with our couriers to ensure safe deliveries at this time.

Our couriers are complying with the latest government guidelines on COVID19 and are taking extra measures to ensure all drivers remain safe and healthy. Our couriers are also adapting to revised deliveries due to Brexit.

These changes may contribute to a slightly slower service and we thank you for your understanding.

ECONOMY DELIVERY 

United Kingdom          2-3 business days
Republic of Ireland      3-4 business days
Europe                            4-5 business days
USA & Canada                 7-10 business days
Rest of World                  6-10 business days

Can i Return sale items?

You are more than welcome to return your sale item within 30 days (UK) or 40 days (international) for a refund only. This is providing the item remains unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached.

What does 'Gateway Rejected' mean?

If you are seeing a ‘Gateway Rejected’ error message, this means the billing information (name/address) you have entered at checkout does not match the cardholders. At checkout, you must enter the billing address first and then click ‘Ship to an alternative address’ further down if you wish to do so.

Please bear in mind that using multiple cards, devices and emails may also flag up so ensure you stick to using the same ones where possible.

Another suggestion would be to check-out using a verified PayPal account instead.

If you try to make a purchase several times to no avail, this could also flag up on our system so please allow 48 hours before trying again.

Who do I contact if my card has been used fraudulently?

We are really sorry if your card has been used fraudulently on our site. Please trust our team will do everything we can to help you out with this. Please get in touch below with the following information:

  • The last 4 digits of your card
  • Card type (ie. Visa/Mastercard)
  • Total amount charged
  • Date/time of charge
  • Full name & billing address the card is registered to

Why has my card has declined?

We’re extremely sorry if you have experienced some trouble at the payment stage. This usually happens if there is something wrong with the information provided at checkout. This could be due to one of the following reasons:

  • The billing name/address doesn’t match the cardholders.
  • Some of the payment info is incorrect.
  • You have tried to place a high volume of purchases in a short space of time.
  • You have used multiple devices/emails.
  • You have insufficient funds on the card you are attempting to use.

If you think that none of the above apply to you then please, try to checkout using PayPal as this is usually verified

The price has changed since I ordered?

We regularly hold flash sales on our site and unfortunately these only run for the time allocated to the specific promotion. We may also choose to reduce or increase the price of certain products at any given time.

As you agree to the price of the item at the time of purchase, we have no obligation to make any alterations to this regardless of whether we reduce the price of the same item further do How does Klarna work?

Customers can choose to pay in 3 instalments or pay in full in 30 days with Klarna.

Pay in 3

Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments.
The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected immediately and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments schedule in the Klarna app.

Pay in full in 30 days

Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. You’ll receive an email with payment instructions within two days from Klarna and you’ll then have 30 days to pay. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in the Klarna.app.

GYMHONEY acts as an introducer and not a lender of unregulated credit products provided [exclusively] by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18+, subject to status, terms and conditions apply. Please note that the following products are not regulated by the FCA: [Pay in 30 days and Pay in 3 instalments]

Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time.

I have been charged more than once?

We are really sorry if you have been charged more than once. Sometimes a payment may fail however it will appear as a ‘pending charge’ in your bank account for around 72 hours before being released back into your account balance.

If you believe more than one payment has gone through in error, please contact us below with a screenshot of the transactions leaving your account, the last 4 digits of your card number, order number and your contact details.

What do I do if I have been charged the incorrect amount?

Our system can only take the amount that is confirmed by yourself at checkout, so please ensure you have checked out in the correct currency.

If your invoice/confirmation email shows the wrong amount, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn.

Apologies for any alarm caused. If you are still unsure please do not hesitate to contact us below with the relevant details.

How do I cancel my order?

If you have received a shipping confirmation email from us, unfortunately this means that we will be unable to cancel your purchase at this point.

We can still sort this for you as we offer a 40-day international / 30-day UK return policy.

Once you’ve received your items, you can post it back for a refund or exchange.
Please note that items purchased during a sale or promotion are not eligible for an exchange.

If you are yet to receive a shipping confirmation email from us, feel free to get in touch below and we’ll do our best to assist with your request before dispatch.

I haven’t received an order confirmation / Has my order gone through?

Once you have completed your order, you will receive a confirmation email with your order details within 24 hours. If you have not received an order confirmation email, please check your junk folder.
If you are still unable to locate this email, please get in touch below with the following info:

  • A screenshot of your order confirmation
  • Your shipping addresses
  • A screenshot of the transaction on your PayPal/Klarna/Bank account
  • The last 4 digits of the card used to place your order

Our team will then be able to investigate this further.

What do I do if my item becomes damaged after wear?

We are so sorry to hear you have experienced a problem with your item. We absolutely pride ourselves on the quality of our products and work extremely hard to ensure they last a lifetime, and not just one wear or wash.

So we can have this sorted for you immediately, please get in touch below with the following info:

  • A screenshot of your email confirmation
  • Your shipping address
  • A photo of the damaged area
  • The batch number/letter found on the care label inside the garment
    There will be no need to send the item back to us, however please let our team know your preferred solution and, depending on the damage, we will try our best to fulfil your request:
  • A replacement of the same item
  • A refund (whether this is full or partial will depend on how long you have had the item and the severity of the damage)

What do I do if I forgot to apply student discount to an order?

Please note that student discount cannot be used in conjunction with any other discounts or promotions, including Sale.

If you are eligible for the discount and forgot to enter the code, please get in touch below with the following information:

  • A screenshot of your order confirmation
  • Your shipping address
  • A screenshot of the code you forgot to apply at checkout

Our customer service team will then be able to apply the discount manually in the form of a refund back to the original payment method used to place your order.

The promotion did not apply to my purchase?

Please note that our promotions only apply to orders with a maximum of 6 items and cannot be used in conjunction with any other discount, including Sale.

There are also specific items and colours included in our promotions so be sure to only select items from the promotion page in order to qualify for the discount.

If the discount does not come off your order total after meeting all of the above requirements, please screenshot the items you have in your bag and get in touch below.

We will then be able to look into this for you.

What do I do if I am missing an item?

All parcels are checked meticulously before being dispatched, so we are truly sorry if we have made a mistake with yours.

Please double check your emails in case we have notified you that we were unable to fulfil your purchase.

If you have not received an email notifying you of this, please get in touch below with a screenshot of your confirmation and which item you are missing.

Can I amend an address after the transaction is complete?

If you have already received a shipping confirmation, unfortunately this means that GYMHONEY will be unable to make any changes at this point.

We dispatch orders as quickly as possible to ensure our customers receive the best possible service.

If you haven’t yet received a shipping confirmation, please get in touch below with a screenshot of your confirmation email and new address, and we will do our best to amend this before dispatch. If your parcel has already been dispatched, we can contact the courier on your behalf to see if they can assist.

Please note this could cause a delivery delay of up to 72 hours, and there’s no guarantee that the courier will be able to edit your address at this point.

My student discount has applied, but the price remains the same?

Please note that student discount cannot be used in conjunction with any other discounts or promotions, including the Outlet category and New In.

If you’re still having issues, please Contact us below ensuring you pop over a screenshot of your basket and the error message you’re seeing.

What do I do if my discount code isn't working?

Please note that our discount codes cannot be used in conjunction with any other discounts or promotions, and there may be exclusions including New In and Sale. 

Depending on the code, there may also be an expiry date. 

If you are still having issues, please Contact us below and include a screenshot of your basket and the error message you’re seeing.
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What do I do if I can't place an order?

We’re sorry to hear that you’re struggling to make a purchase with us, we try our best to ensure this is a simple experience for our customers. 

Firstly, we’d recommend clearing your device history and CACHE and attempting this again.

Secondly, please ensure the billing details you enter at checkout match the cardholders.
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If you are still having trouble we would always recommend trying to check out using PayPal as this is usually verified. 

Can I promote your brand?

Thank you for your interest! We receive hundreds of requests a day from people wishing to promote our brand.

Unfortunately, we are not able to personally respond to each of these requests.

We operate a fixed collaboration budget month to month which means we only take on a small number of up-and-coming influencers. If you wish to be considered for our collaboration program, please tag @GYMHONEYUK in any images wearing GYMHONEY.

We regularly scout Instagram for new talent.

Can I model your brand?

First of all, thank you for your interest! We work with a small number of professional models, most of whom are signed with model and influencer agencies or have an existing relationship with us.

We do occasionally scout for new talent on social media.

You can tag us in your images to increase your chance of being scouted. We select models on the basis of day rate, availability, location and level of experience.

90% of our shoots are conducted in UK and so we will generally only consider models living or currently based within the US/ EUROPE . Unfortunately, due to a large volume of requests, we are unable to personally contact you unless you have been successfully scouted.