Our Faq Page is the best place to find ALL the answers to your MOST ASKED questions-women's active gym wear
Frequently asked questions
Why cant i get a refund before returning the item back ?
When we receive your item back in the same condition we sent it out , we will process a refund back to the original PAYMENT Merchant. Please be avised we are not obliged to refund without receiving the merchandice back at our warehouse. This does not effect your statatory rights.
How long does it take for the refund to be processed?
What is the status of my refund?
Most returns can be processed within 1-2 business days after we receive your package. Considering how many days to receive the item back , It may take 7 -9 days to process your refundi in total .
How do I receive my full refund?
Why did I receive a payment message after receiving the refund?
If refunds and payments are processed within the same day, the issuing bank may process the payment as a hold but does not deduct from the account. We recommend you contact your bank to verify.
What should I do if my refund is incorrect?
What happens to my refund if my card is no longer in use?
Do you refund delivery charges if I return something?
I’ve cancelled my order, when will my money be available again?
My items still haven’t been shipped and I haven’t received a refund, what shall I do?
Please contact email@example.com with your name and order number.
Can i cancel my order ?
If your order has not been shipped out, you can cancel this order under "My Orders". Or you can contact our Customer Service for assistance.
2. Cancelling an unpaid order
An unpaid order will be canceled automatically after 12 hours. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.
Please note that we Can Not cancel orders which have been shipped out. Therefore, please contact our customer service for help if you do not want the order. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics
How can i return my items?
To begin the return process:
1. Sign into your account.
2. Find the order in My Orders, click the "Return Item" button.
3. Select the item(s) you would like to return, indicate the reasons, and submit.
4. Select return method.
5. If you choose Post Office, print the return label and securely tape it to the outside of your return package，then drop off your package at your nearest Royal Mail.
How can i return/exchange items they are not as described?
Can I exchange for a bigger/smaller size?
We accept return for refund or exchange. The following items cannot be returned or exchanged:
Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please contact our Customer Service for further help
What if I received a wrong/defective/stained item?
Packaging your return
If you have items from more than one order that you'd like to return, you can send them back in the same parcel. You'll just need to create a return for each order in My Account, to let us know which items you're returning from each order.
If you've created multiple returns for items from different orders, and have returned everything in one parcel, you'll only need to present one QR code or label when returning your order. Once scanned, the order linked to this QR code or label will be the only return that will be updated in My Account. However, once your returned items are received at our warehouse, they'll all be processed at the same time, and we'll drop you an email to confirm.
Have you received my returned items?
How long do you have to return?
What is your Returns Policy?
If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.
We aim to refund you within 14 days of receiving the returned item.
If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.
I still haven’t received my package. Where is my order?
You will receive your order in 14-25 business days from the date that it is placed.
We're improving our delivery process to make your packages even safer, so there may be a delay in processing your orders.
This is to make sure that your order is accurate. This processing time does not include shipping time.As for estimated delivery time, please check the Shipping Info page. You can log into your account >> click on "My Orders" and click on the "Track" button for more details
Why does it say that my tracking number is invalid?
If there is a tracking number, it means that the parcel has been shipped out.
The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from airport. Once they have scanned those parcels, the website will update the tracking number. It may take 5-7 days to see any activity once it has shipped out from our end.
Please allow some time for the courier to update the latest tracking info after reaching next station.
How can I track my order?
Please log into your account >> click on "My Orders" on the page “Me”, then click the button “Track” for your order.
It may take 3-5 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels.
Please allow some time for the courier to update the latest tracking info after reaching the next station.
Can i add international Express Shipping ?
Due to the current pandemic shipping is estimated at around 7-9 days and in some worst case senarios it can take 15-20 However this is based on international shipping estimates and can arrive much sooner than the estimated carriers .
Do i have to pay a surcharge for customs ?
In some cases when items are shipped from overseas we are obliged to notify customs regarding international orders , as most items are based on weight it really depends how much you order .
I want to pay with Clearpay.
Can i pay with Paypal ?
You are most welcome to pay with paypal , Paypal is one of our payment merchants
What should I do if I’ve been overcharged for my order?
When will I be charged for my order?
The time at which you'll be charged for your order will depend on the payment method you selected at checkout.
How do I use PayPal to pay for my order?
I have been asked to pay a duty fee to receive my delivery - what is this for?
Some countries charge a duty or tax on packages imported from the UK over a certain value. If your order exceeds the maximum amount, you may be asked to pay a duty fee to receive your order. Please check your country's tax specifications prior to placing your order, as we cannot be held responsible for any tax payments.
I am based outside of the UK - can I pay with Laybuy ?
Currently, we are only able to make Laybuy available to customers based in the UK.
What payment methods do you accept?
You can purchase on our website using a debit or credit card, and we offer Paypal, Alipay Stripe Laybuy.
Which currency will I be charged in?
We currently only support GBP for items and shipping fees. For international currencies, please note your bank and payment method may apply the corresponding conversation rate of the currency you choose, and additional processing fees.
How long does it take for shipping ?
Depending on the carrier it can vary from to 2-3 days when stock is held in the uk and up to 7-9 days with the current pandemic thats happeining with international shipping , As some of our stock is held overseas shipping iit back internationally can have some delays at the moment. Sorry for the inconvience and we really appreciate your patenice
Why I didn’t get an email about my order being shipped?
Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours.
If you did not receive the email:
1. Please visit "My orders" to check the order status, it could be still in processing.
2. Please check if you loged into the correct account, the email is sent to the registered email address.
3. Please check your junk emails and if your email address shielded our email.
When can customers get free shipping?
We are cuurently offering free shipping to all international destinations listed below.
Can I change/modify my shipping address/sizes?
1. If the order has not been shipped, you can click and edit shipping address under "My orders".
2. If the order is shipped, please contact our customer service for help.
About size changing:
1. For unpaid orders, you need to cancel the order in "My orders" and place a new one with the size you want.
2. For paid but unshipped orders, you can contact our customer service for size changing.
3. For shipped orders, the size cannot be edited. GGS recommends you to do return for size changing after you receive the parcel
How will COVID-19 affect my delivery?
Due to high demand for home shopping and the COVID pandemic, our couriers are reporting anticipated delays to the arrival of parcels. Our website contains our usual delivery time-frames but please be aware that UK parcels could take up to an extra 3 working days to arrive, EU an extra 7 working days and ROW an extra 10 working days. Please use the tracking link emailed to you, so you can follow the progress of the order to your door.
Please allow extra time for your order to arrive with you as there are currently extra procedures in place which may cause delays in your local territory. We are monitoring the situation closely and will advise of any changes. If you have any specific questions relating to your order, please email our customer service team at firstname.lastname@example.org
How long will my parcel take to get to me?
Our current processing time to dispatch an order from our warehouse is 3-5 working days (Monday-Friday), not including the day the order was received.
Once your parcel has been dispatched from our warehouse, it will take:
UK - 3-7 working days
Europe - 5-9 working days
Rest of World - 10-14 working days
(Working days are Monday to Friday, excluding UK Bank Holidays).
My tracking number isn’t workinMy tracking number isn’t working, what shall I do?g, what shall I do?
Please allow 24 hours for your tracking number to activate as the number may not be valid until your order is picked up by the courier. If it's still not working, please contact email@example.com with your name and order number.
Do you restock sold out items?
If an item is marked as "Sold Out", we suggest you check the site frequently in the next two weeks in case it restocks. However, if it does not restock within few weeks, it is likely to be removed from our online store.
Where are your products sent from?
We currently have warehouses in United States, Europe, China and India
Is there a risk of catching COVID-19 from a parcel?
The latest guidance and advice suggests that the risk is very low as the virus does not survive outside of the human body for more than 24 hours. We would always recommend following the government advice which is to wash your hands after touching the parcel and recycling (or disposing) of the external packaging.For parcels being returned to us, they will be held for 48 hours before being processed in-line with the latest advice and guidance
Is it safe to order from you?
One of the most secure online system is applied to our website to protect your personal information against unauthorized use.
Will you save my personal information?
Countries have their own laws with different requirements per jurisdiction regarding the use of privacy policies. Make sure you are following the legislation relevant to your activities and location.
What type of information do you collect?
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.
How do you collect information?
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
Why do we collect such personal information?
We collect such Non-personal and Personal Information for the following purposes:
- To provide and operate the Services;
- To provide our Users with ongoing customer assistance and technical support;
- To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
- To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
- To comply with any applicable laws and regulations.
How do you store, use, share and disclose your site visitors' personal information?
Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
How do we communicate with your site visitors?
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.
How can your site visitors withdraw their consent?
If you don’t want us to process your data anymore,they can contact us at [firstname.lastname@example.org] stating they are requesting data removal.
I've received an incorrect item in my order, what do I do?
I'm missing an item from my order, what do I do?
Where is my order?
Once you have placed your order, we will send you an order confirmation email with your tracking link so you can see the status of your order.
I haven’t received a confirmation email and I placed my order over 24 hours ago, what shall I do?
These sometimes go into the spam/junk folders so please check this first and if you still do not have it, do email our customer service Team with your name and they will be able to help locate your order details.
Can I change my order?
It is possible for our customer service team to make amends to your order prior to our fulfilment team packing your items. Please email email@example.com soon as possible with your order number and requested amends and the team will do their best to help you.