WILL I BE CHARGED CUSTOMS AND IMPORT DUTIES?
Depending on the value of your order, your package may or may not be charged customs or import taxes. In our experience, order values of less than £30 / $40 are unlikely to incur any import duties or fees in most countries. Canada is one of the few exceptions where customs duties are applied on all clothing imports above $30.
However, if your parcel does incur customs taxes or duty it’s entirely up to you (as the receiver) to cover these costs. Unfortunately, as these charges differ from country to country, we are unable to directly advise you on what these. We recommend contacting your local customs office prior to ordering so you’re not surprised by any unexpected delivery charges.
By law, all items must be declared at their full price and we cannot alter the amount to decrease any custom fees.
In the unlikely event that you wish to refuse your delivery, you may still be held responsible for the original customs fees or import duties and the cost of returning the package to GYMHONEY. We regret that we can only refund you the value of your order minus any fees we are charged upon return for your item. If a delivery is refused by you then, unfortunately, we cannot be held liable for any loss or damage incurred by your order during transit back to us.
Please note that in our experience, items purchased with economy delivery are more likely to be held in customs for a longer period of time. By selecting international economy delivery, your estimated delivery date may not be accurate due to delays at customs that we cannot control.
WHAT IS YOUR RETURNS POLICY?
We’ve extended returns to 28 days for UK customers and 40 days for International customers.
Products must be unworn and unwashed with all tags still attached.
Women’s swimwear can only be returned if the hygiene seal is still intact.
Underwear cannot be returned for hygiene reasons.
We only offer refunds onto the original payment method used to make the order.
Exchanges are not part of our returns policy.
For purchases made by part-card, part-gift card, the refund will be applied to the gift card first.
Returns registered separately cannot be returned as one, even if they are from the same order. Combining registered returns will slow down the refund process!
Anything accidentally or incorrectly returned our way (that’s not a Gymhoney item) will be the responsibility of the sender, not Gymhoney. We’ll always do our very best to help out, but unfortunately can’t make any promises!
CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?
If for any reason you are not completely delighted with your purchase, we will happily accept a return for an exchange or full item refund. For hygiene reasons, some items are non-returnable. If this is applicable it will be stated on the product page.
HOW LONG AFTER PURCHASE CAN I MAKE A RETURN?
Returned items must be received within 28-days of receipt for UK orders and within 30 days of receipt for international orders.
HOW DOES THE CORONAVIRUS AFFECT MY RETURN?
We know the last thing on your mind during an illness or self-isolation will be posting back your return, so we’ve got you covered! We’ve extended our UK returns period to 28 days and our international returns period to 40 days to ensure that following government guidance can still receive their refund. For more information on this, feel free to contact our super-friendly customer service advisors via email. Stay safe!
HOW TO MAKE A RETURN ?
Please do your best to try on, handle and repackage the items with care. Any merchandise returned must be received back in its original condition – this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached.
Please fill-in and include the returns form (found on the reverse side of your invoice) along with your returned item to enable us to identify you and process your return as quickly as possible. If this is not present, a written note with all your details will suffice!
We always recommend returning your items via a recorded service as we unfortunately can’t be held responsible for any items that do not reach us.
HOW LONG DOES A REFUND TAKE?
We aim to process all returns within 10-14 working days of delivery to us, at which time we will issue a full refund and will follow up with a return confirmation e-mail. The refund will be processed back to your original method of payment. Please note we do not contact you when an item arrives back to us, but only once your refund / exchange has been issued 10-14 working days later.
CAN I GET MY SHIPPING FEES BACK?
We regret to inform you that any upgraded shipping fees over and above the cheapest common delivery method are non-refundable, unless the error was made on our part. In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.
I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDEd.
We’re really sorry if we’ve made a mistake with your refund. Please send us a message so we can fix this for you right away.
AM I STILL ABLE TO RETURN MY ITEM IF THERE IS MAKE-UP OR FAKE TAN AROUND THE NECKLINE?
Unfortunately, we’re only able to accept returns back in the immaculate condition they were received in.
I HAVE RECEIVED A FAULTY ITEM.
We are truly sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through the net. Please send us an image so we can look into this & organise for another one to be sent to you!
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER.
We’re really sorry if we’ve made a mistake with your order. Please send us a message with all clear images so we can fix this for you right away.
DO I HAVE TO PAY FOR RETURN POSTAGE?
We’re unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we’re also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.
HAVE YOU RECEIVED MY RETURN?
Please allow up to 14 working days for your parcel to be returned to GYMHONEY. We will send you a confirmation email receipt once your return has been refunded. If you haven’t heard any communication from us after the 14 working day timescale, please contact our customer care team with your order number and details of the items returned.
If you’ve returned more than one order in the same parcel, please allow 72 hours for all your returns to be completed.
CAN I EXCHANGE MY ITEM?
We currently don’t offer exchanges. To make our returns process as easy as possible, we only offer refunds. If you’d like to know how to return your items, check out our Returns Page.
RECEIVED A FAULTY ITEM?
We’re sorry to hear you have received a faulty item! Please send us the following info:
Your Order Number
Photos that show:
The fault as clearly as possible
Full-length photo of the item
The Gymhoney logo and label