Please note that gift cards do not count towards the free shipping threshold.
In the unlikely event that you do not receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.
I'M MISSING AN ITEM FROM MY ORDER
In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
Your order number
The name of the item you did not receive
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
MORE QUESTIONS?
Please contact our support team here.
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
Your order number
The name of the item you did not receive
The name of the item you received in it's place
A clear photograph of the item you have received, including logo
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
You may be asked to return the incorrect item back to us through our returns process. See our Returns page, if you're not sure how to do this.
ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
WHAT IS CUSTOMS DUTY?
Let's start at the beginning. Goods - such as the FITH products you buy - can't simply be shipped freely from country to country. When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into.
If Customs Duty is payable to your territory, you'll be responsible for paying it to the authorities, so FITH isn't involved in this process. Whether Customs Duty is payable, and by how much, depends on a whole lot of different things. For example, many countries have a 'low value threshold' below which they do not charge any Customs Duty.
If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
AND IF I DON'T PAY THE CUSTOMS DUTY?
Yikes. If, for whatever reason, you refuse the customs fee and the parcel is returned back to FITH, a shipping and handling fee may be deducted from your refund. If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more info before placing your order!
WHAT IS SALES TAX?
Good question. Sales Tax - also known as VAT or GST depending on where you live - is a tax charged on the supply of goods or services. FITH is generally registered for Sales Tax in all of the countries it ships to, so we'll charge you the Sales Tax as part of the checkout process. We collect Sales Tax from you on behalf of the local tax authorities. We then pay this over to the local tax authority, so we don't keep any of the money for ourselves.
We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
Changing the item or size
Delivery/billing address
Adding items to your order
Shipping method
You'll need to return the items back to us and place another order in.
*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.
US & Canada;
Purchases will have 15 days to return following our usual returns policy.
FOR ONLINE RETURNS
You can contact our support team via the Contact page for all returns.
Please enter your name, order number and shipping postal (zip) code in the header of the message. Please enter everything exactly as it appears on your order confirmation.
Select which item(s) you are returning and why.
Items registered separately or from different orders cannot be returned within the same message. Please send a seperate message for orders that are under different confirmation numbers.
Please keep hold of any proof of postage until you have been refunded correctly, in case you need this at a later date.
Please don't return any damaged goods unless you're told to by a member of our support team. If you do this, it will delay us resolving your issue.
You will be responsible for any postal fees required for the return.
Depending on the country you're from & the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary, so please bear this in mind before contacting our team.
*Please note that once your items have been RECEIVED BY THE WAREHOUSE, it can take up to 7 days for your order to be processed and your refund to be actioned.
It can then take 5 days for your refund to appear in your account after the refund has been processed.
If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.
But if you need to get in touch with Customer Support about your return, please include in your message:
Proof of postage (like a receipt)
The tracking number
Your order number
We'll then get back to you as soon as we can!
We're sorry to hear you have received a faulty item!
Please send our Customer Support Team the following info:
Your Order Number
Item Name
Photos that show:
The fault as clearly as possible
Full-length photo of the item
The Gymshark logo and label
Don't worry about sending your faulty item back to us, just keep hold of it until you've been in touch.
Exchanges must be done WITHIN 30 DAYS OF RECEIVING YOUR ORDER. Exchanges can also only be made for A DIFFERENT SIZE OF THE SAME ITEM, not a completely different item.
EXCHANGES ARE FREE. As exchanges are free, there will be no additional charges.
Please contact us using the Contact page to initiate an exchange.
Purchases will have 15 days to return following our usual returns policy.
Exchanges are free, but must be done WITHIN 30 DAYS OF RECEIVING YOUR ORDER. Exchanges can also only be made for A DIFFERENT SIZE OF THE SAME ITEM, not a completely different item.
WHAT ITEMS CAN I RETURN?
If an item is marked as Final Sale, this item is non-returnable.
* Please note that returns registered separately CANNOT BE RETURNED IN ONE PACKAGE, even if they are from the same order. Combining the returns into the same package will slow down the refund process!
* Please also note that in order to receive a full refund, all items must be returned to us UNWORN/UNUSED and in the same condition you received them with their original packaging. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return.
HAVE YOU RECEIVED MY RETURN YET?
Depending on the country you're from & the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary.
WHEN WILL I GET MY REFUND?
We only offer refunds onto the original payment method used to make the order.
For purchases made by part-card, part-gift card, the refund will be applied to the gift card first.
Subject to the delays referred to above, refunds will be actioned within 7 days from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.
I'VE SENT A NON-FITH ITEM BACK TO YOU, WHAT DO I DO?
Anything accidentally or incorrectly returned our way (that’s not a FITH item) will be the responsibility of the sender, not FITH.
We’ll always do our very best to help out, but unfortunately can’t make any promises!
POP-UP STORES RETURNS POLICY
Products purchased from a FITH event will be refunded with store credit in the full amount, unless the pop-up store specifies final sale. We don’t provide cash refunds for products purchased at events. If you wish to return something from a pop-up store please contact Customer Support.
All international customers are eligible for returns and exchanges within 15 days from the date of receipt. To be eligible, the item(s) must be in their original condition, unworn, and with all tags and labels intact.
Customers who wish to return or exchange an item must contact our customer service team at info@getfith.co to initiate the return process. Our customer service team will provide instructions on how to proceed with the return, including any necessary documentation or shipping labels. Customers are responsible for the return shipping costs.
For all stores outside of the USA, you may face customs charges issued by your local customs authority. Please see below for further information.
When goods are imported into a different country or customs territory, there can be a charge applied called 'Customs Duty' that is charged by the local customs authority where the goods are being imported into.
If Customs Duty is required by your territory, you'll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on on your countries specific regulations.
If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned back to FITH before processing a refund for your order and in some instances a shipping and handling fee may be deducted from your refund.
If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order.
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