SUPPORT

DELIVERY INFORMATION

Shipping Times

Please note that all shipping methods as listed on product pages are an estimated time of delivery* and we are not responsible for any delays experienced by the couriers when delivering your Parcel. The shipping aspect of your order is a seperate service from FitX Emporium and we reserve the right to not issue a refund on orders if packages are experiencing delays.

We are not liable for any losses incurred during any Natural disasters (inclusive of, but not limited to Floods, Fires, Tornados),  Terrorist attacks or Threats of Terrorism, Customs service strikes/ Postal Service Strikes, Civil Conflict, Riots, Invasions or Occupancy, Extreme Weather Conditions,  or Failure of telecommunication Networks.

My order

Once your order is placed, and processed, you will receive an notification stating that your order has been dispatched. This will contain your order ID number, the shipping method you have selected, and the items you have ordered. Please be aware that your order is subject to the shipping times that you've selected.

If you are unsure of the method of shipping you have selected for your order, you can view this on your order conformation notification which was sent to you right after your order was placed. 

Worldwide Shipping

We deliver to over 200 Countries WORLDWIDE, including USA, Canada, New Zealand, Asia and certain counties around Europe. 

Shipping cost will be calculated at checkout once the shipping method and destination has been chosen. For majority of orders the default shipping will be free provided you meet the free shipping requirements.

ORDERS

Can I track my order?

Yes certainly, – Provided you have selected and paid for a tracked method of shipping. 

Please note, Standard Airmail is the default shipping method.

If you didn't select a different method of shipping for your order, and proceeded with the default method of shipping, (Standard Airmail), you've accepted that your order is being sent via a non-tracked, non-prioritized method of shipping.

If you select a tracked method of shipping, once your order is dispatched, you will receive an email with all your tracking information, from the couriers, and the steps to track the progression of your parcel.

How can I pay for my order?

We accept payment for your order from the following cards: Visa, Visa Debit, MasterCard and American Express.

We also accept payment through PayPal, instore Gift Cards and supplied Coupon Credit codes.

Is ordering online safe?

You can be assured that shopping with FitX Emporium is completely safe! We use industry-standard encryption systems for potentially sensitive information, such as your name, address and any other critically sensitive information you provide us with like your credit / debit card details. Information passed between your computer or electronic device and our website cannot be read in the event of someone else intercepting it.

How do I know you have received my order?

Once you have successfully placed an order, you will be redirected to an order confirmation message, which will contain your order ID number. This information will also be emailed to you. This email may take up to 30 minutes to be received in your inbox, please check your spam folder to ensure your conformation email hasn’t been sent there instead. 

Once our team at our warehouse have processed your order, you will receive a secondary email to let you know that your order has been shipped. Once again, if an email does not appear to have been received, please check your spam folder.

What should I do if I receive an incorrect or faulty item?

We’re sorry to hear that you’ve received an incorrect or faulty item. Please send us a message with your order ID, the name of the product you were supposed to receive, (for a faulty item – a picture of the fault or damage to the garment and further details of the problem), within 7 days* of receiving your order. 

You can get contact with our customer service and support team via the ‘Contact Us’ email box at the bottom of this page. Our customer service team will work diligently to have this resolved for you as quickly as possible. 

Please note, that if the item has been worn, washed or used in any way, your item cannot be replaced due to industry standards on Health and Hygiene and wear and tear. If your product is damaged whilst wearing it, we cannot issue an exchange or replacement. If the product you received was not faulty upon arrival and you choose to continue to use it in any way, this means that you have accepted your item in the condition in which it was received and FitX Emporium is no longer liable for the way in which you choose to use your item or any damage that is incurred then-after.

*There is no lifetime warranty on any of our products, they are all subject to wear and tear over time and depending on how you handle your item.

*If you are required to return your item(s) back to us, and we offer to cover the cost in order to do so, your order will need to be sent via the most basic method of shipping (Standard Air Mail), this is generally a non-tracked, non-prioritized service. We will only reimburse you the cost of shipping up to the amount of Standard Air Mail despite the method of shipping you use.

RETURNS

I bought an item on sale, can I return it?

Items bought on sale cannot be refunded or returned for a credit note and will simply be forwarded back to sender.

How do I return my package?

It’s all about easy, hassle-free returns here at FitX Emporium. If in case of an emergency, you find yourself unhappy (highly unlikely) with any of the products you’ve received, we have an incredibly easy and accommodating returns process to put your worries to rest!

RETURNS POLICY: 

The easiest way to handle a size exchange is by returning your item to us and placing a new order to receive the correct item of your choice (that means your correct item/s can quickly be processed before we even receive your return items – hurray!). Alternatively, once your return items are received back at our facility, we can issue you with a credit note for the item to repurchase the correct colour/size you’re after.

After you’ve received your initial order, you have within 14 days to action a return. That means you have a full 2 weeks to inspect your product after receiving it to make sure it’s everything you dreamed of! Don’t worry, even if it’s been slightly over the returns period, we treat each query on a case by case basis.

Please note, that if the item has been worn, washed or used in any way, your item cannot be replaced due to industry standards on Health and Hygiene, and wear and tear. 

Please return your item(s) to us following the method below: 

Before sending your items back, please contact us to notify us of your intent to return your items with your Full name, Order ID number, and the details of all the item(s) you wish to return and why. Our friendly customer service team will then be able to provide you with the returns address and any other details that will assist you in the steps you need to process a return. To get in-touch with our customer service team, at the bottom of this page, fill in the required details in the ‘Contact Us’ box.  

REFUNDS: Please note, we do not issue refunds on non-faulty items, only instore credit once your return item is received back at our facility. However, we do treat each return on a case by case basis, and cash refunds are eligible. 

 

Please also ensure that you keep your postal receipt from the post office once your items have been shipped back to us. Your certificate of postage (receipt) will need to be kept in a safe place, as you will need this as proof of your return. If you are unable to present your receipt upon request as proof of postage, FitX Emporium reserves the right to refuse a refund or issue in-store credit.

If the customer fails to provide a receipt of proof of postage upon request, FitX Emporium reserves the right to refuse store credit or a refund for the item. FitX Emporium is not liable if any losses incurred when returning your item back for replacement. The item is the customers responsibility until it is received back at our facility. The item will be subject to inspection upon arrival, if deemed to be unfit for return (worn, washed or used in any way or falls outside our given timeframe for returns), your item will be refused and returned to sender.

By returning your items, you, the customer has acknowledged and agreed to cover any costs involved in order to receive store credit for the value of your goods. This means you will only receive store credit to repurchase your items for an existing order and the customer will be required to cover any costs involved in order to reship your goods. We are not the couriers and cannot be held liable for any costs which are incurred in using their services.