FAQ

 

Frequently Asked Questions

  • Is your site secure and is my information private?
    Our site is secure and is encrypted with SSL links.
    We do not share any of your details with anybody. We do not store your credit card details, they are handled independently by our secure payment providers.
  • How do I change my contact details?
    You can change your details in the My Account section of the website.
    If you’ve placed an order and require immediate information changing (i.e. a change of address) Get in Touch and we will be happy to make the changes.
  • What should I do if my payment won’t go through?
    If your payment fails, please check your details and try again. If the problem persists, Get in Touch and we can help you.
  • Where do I enter my promotion code?
    There is an opportunity on the Checkout page to enter any promotion codes.
    If you have a valid promotion code that doesn’t apply, Get in Touch and we will check everything for you.
  • What shipping options do you offer?
    You can see all of our shipping options (both UK mainland and International options) here.
  • I forgot to apply the discount code to my order before I confirmed it… Can the discount still be applied?
    Yes, just Get in Touch and we will help you sort this.
  • How can I track my order?
    We don’t have a system in place at the moment as most of our orders go via tracked mail.
    To check on the status of an order, Get in Touch and we can provide you with accurate information.
  • What if I’m out when the delivery arrives?
    It’s in the Bag! We recognise that many customers may be out when their parcel arrives. We try to pack in soft poly envelopes where possible, to allow the delivery to go through the letterbox. When this is not likely to be possible, please advise in advance of ordering where the delivery can be left. Most carriers require a signature upon delivery, so will leave a contact card if no one is available.
  • What should I do if my order has not been delivered?
    If you have had an email from us to say that your order has been dispatched, it will tell you on your invoice what method of delivery was used.
    If you haven’t heard from us, please Get in Touch and we will help.
  • I paid for Next Day Delivery – Why has my order not arrived yet?
    “Next Working Day” is the delivery time after we have your goods ready for despatch, some items may be out of stock or need to be made or adapted first.
    If your order is placed after 12pm, it may not be possible to pack and ship that same day. In this case, the package will go via your chosen delivery method, the next day.
    Note that “Next Day Delivery” refers to the next working day, for orders placed before 12 noon.
    If you order on a Friday requiring “Next Day Delivery” you will require “Guaranteed Saturday Delivery” post (order placed before 12 noon).
    NOTE: When an order has genuinely gone missing, this is often down to Royal Mail or the carrier. In these cases, we are happy to help solve the issue.
    If you have any further queries about your order, please Get in Touch and we will help.
  • I have ordered the wrong size/product – Can I return my order?
    Yes, this is not a problem with Gymnastics Express.
    If the issue requires a straight forward swap, please send the item(s) back to us with a note enclosed explaining what you would like us to do.
    If the issue is more elaborate, or you would like to discuss the situation with us, please Get in Touch and we will help.
 If you are unable to find an answer to your question, please Get in Touch and we will be more than happy to help!

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