Shop FAQ

Shop FAQ

I can't see my size available?

The sizes listed on the website are the ones that available for that particular product. We will be adding new ranges regularly so if you can’t find anything you like at present please keep checking back on the shop.

Do you do discounts or promtions?

We will sometimes offer one-off sales and promos. Please subscribe to marketing emails via our website or keep an eye on our social media pages and keep an eye out for these deals. You can follow us on Facebook or Instagram.

Do you offer bulk discount on orders?

This is not something we currently offer

The product I have received looks different in colour to the website?

Please note that the actual colours of items may vary slightly from what you see on your device used to purchase. This is due to the displays on certain devices, and may not accurately represent the true colour of the product in person.

How do I contact customer services?

Should you need to contact us, all queries should be directed to shop@jhfitness.co.uk. We aim to reply to all emails within 72 hours.

Our customer service team does not operate on weekends, so please be aware you may not receive a reply until the start of the next working day should you contact us at the weekend.

If your query is regarding an order you wish to cancel, please mark the e-mail URGENT in the subject line. 

If you are contacting us regarding an existing order, please quote your order number. This can be found either in your confirmation email. This will allow us to assist you with efficiency.

Do you do gift vouchers?

We do not currently offer gift vouchers but this is may change in the future.

How do I wash my clothing items?

All clothing items having the washing instructions printed on them on the labels and the product pages also give full washing instructions.

The item I want to buy is showing as 'out of stock'?

If your desired item is listed as “out of stock”, we are unfortunately unable to sell you this particular item. This is because we are no longer able to source this item from our manufacturer. However, we do bring out new ranges regularly so keep an eye on the shop as you may find something else that is better.

I can't access the shop?

We know that it can be frustrating when you can’t view a website page properly. If you are having trouble, we have a few things that you can try. The first thing is to make sure that you have the most up-to-date browser. The other is to clear your cookies – this can be done through your internet options. If it still isn’t working, don’t hesitate to contact us!

Do you use cookies?

Yes, we use cookies to store information about the products you are interested in. Please click here to read more details about cookies.

Do I need an account?

No, you don’t need to set up an account to shop with us. When you get the checkout simply choose the guest checkout option if you prefer not to have an account.

I've forgotten my password?

Click the forgotten password link under our login section to reset your password or continue shopping.

I have not entered my discount code at checkout, can you refund the difference?

If the desired discount code is not entered at checkout, we are unable to refund the difference. This is because discount codes cannot be retroactively applied on our system.

Can you personalise any of the clothing?

Unfortunately, this is not something we offer but if this changes we will advise.

How do I place an order?

Browse our products and place items into your basket. You can then proceed to checkout where you can either check out as a guest or create an account for future orders.

How can I pay for my order?

We currently accept Visa, MasterCard, Discover, and American Express. We also accept payment via PayPal. If you don’t have a PayPal account, you can click on the pay by card button.

Do you have a sizing chart?

We do not have a sizing chart however all our clothing products have the sizes in the listing description. Other products like the resistance bands, etc are standard sizes. If you have any more sizing queries, please do not hesitate to contact us at shop@jhfitness.co.uk

Where do I find my order number?

Upon ordering, you should receive an e-mail confirmation from us. This will outline the full details of your order and show the order reference number at the top.

We ask that you keep note of this order reference number, as it will allow us to assist with any questions you may have and resolve any issues if we are contacted regarding your order.

How do I enter a promo code?

Please enter your promotional code in the box on the basket or checkout page. This must be entered at the time of checkout as we cannot add it on manually later.

If you are a monthly unlimited customer claiming your 20% discount, please ensure you are checking out using the email address your coupon was emailed to. If you have any problems, please email shop@jhfitness.co.uk

My payment was declined, what should I do?

If your card payment is declined and you have made sure the card information is correct, please contact your bank as there might be a problem with your card. If they are unable to help, you can contact us and we will look into it.

I have not entered my discount code at checkout, can you refund the difference?

If the desired discount code is not entered at checkout, we are unable to refund the difference. This is because discount codes cannot be retroactively applied on our system.

My promo code isn't working?

We are sorry you are having trouble checking out, please note that some discount codes require users to create an account on the site and be logged in upon check out to utilize the code. If you are having issues and would like further assistance, please email us at shop@jhfitness.co.uk

Can I use more than one promo code?

Unfortunately, you can only use one promo code on one order at a time.

Can you personalise any of the clothing?

Unfortunately, this is not something we offer but if this changes we will advise.

How much is P&P?

All our items including free packing and shipping to any valid UK address.

Do you post items outside the UK?

Unfortunately, we do not ship outside of the UK at present.

How quickly are items sent out?

All items are shipped out Monday – Friday, excluding Public Holidays

Please note all our items have different shipping times. For the clothing and certain accessories, there is a 7-14 working day lead time to allow for printing and shipping. For all other items, there is a 5-10 working day lead time. Please refer to the description of each product for the specific lead time.

I have put the wrong address in, can you change it?

If you have entered the wrong address for your order, please contact us at shop@jhfitness.co.uk as soon as possible marking the subject line as URGENT and include the details below:

  • Name
  • Order number
  • Date of order

If the order hasn’t already been sent to our manufacturers or printers we can change it however if it has already been sent, we are unable to change it.

Can I cancel my order once it's been placed?

We begin processing orders within 24 hours of the order being placed (excluding bank holidays and weekends). We are unable to cancel or make changes to any orders placed after 24 hours however you can request a refund within 14 days of receiving the item.

What service do you use to ship?

We send out all items by Royal Mail 2nd Class Signed For.

My order is still saying processing?

This is because of the nature of our printing company. They handle many orders on a daily basis and are unable to tell us when an item has been dispatched. Please wait 20 days from the date of order before chasing.

For most other items where applicable, you should receive an update on your order when it has been dispatched and completed.

Why can't I see the status of my order?

This is because certain manufacturers that we work with along with our printing company do no provide this information to us. If we can update your order details we will do so and you should receive an email to advise you of the update.

I haven't received my item, what should I do?

All items have different dispatch times, please refer to the individual item for this.

Also please bear in mind that due to matters out of our control, such as the strain put on postal services due to the COVID-19 pandemic, deliveries may take longer than anticipated. Please wait 20 days from the date of order to chase a missing item/order which can be done by emailing the following details to shop@jhfitness.co.uk

  • Name
  • Order number
  • Date of order

I'm missing items from my order?

We’re sorry you haven’t received your full order yet. Part of your order may have been sourced from different manufacturers and will be delivered separately. Please note all items have a minimum 5-10 day lead time (7-14 for printed clothing). If we are still within the delivery time frame, please wait for your order to arrive. If this time has passed, please contact us at shop@jhfitness.co.uk

I would like to exchange my item?

If you would like to exchange the item, please email shop@jhfitness.co.uk with the order number of the original order and the details of the item you would like to exchange.

Please note we DO NOT offer a free returns service. Please choose the most appropriate shipping service to send your item back to us. To ensure your package arrives safely, we advise sending the item back to us by tracked post.  Please be aware that we are not liable for the loss of items posted back to us, the onus is on the customer to choose the appropriate shipping service for their item. Shipping/Handling charges to return items to us are non-refundable.

Once we have received the item, we will arrange for an exchange to be sent out. Please be aware that all lead times still apply to exchanges.

If exchanging items and the value of the new item is less than that of the one you are returning, we will offer a partial refund. If exchanging items and the value of the new item is greater than that of the one you are returning, additional payment will be required.

In cases where JH Fitness products have been purchased elsewhere, we are unable to issue a refund/exchange.

I'm not happy with my order, can I return it?

All items are subject to our 14-day refund policy. Returns must be made within 14 days of receiving the item. Unwanted items must be returned in a fully resalable condition and any tags must be intact and still attached to the item.

Please note we DO NOT offer a free returns service. Please choose the most appropriate shipping service to send your item back to us. To ensure your package arrives safely, we advise sending the item back to us by tracked post.  Please be aware that we are not liable for the loss of items posted back to us, the onus is on the customer to choose the appropriate shipping service for their item. Shipping/Handling charges to return items to us are non-refundable. If your item is faulty, please refer to the section on this below

Extra care must be taken when trying on clothing. Please ensure you are not wearing any makeup, fragrances or deodorants that may leave a scent or a mark on the garment. This also applies to cigarette smoke and pet hair.  When trying on any leggings, please also ensure underwear is worn

How long do refunds take?

A refund can take up to 30 days however we hope to process this much quicker for you. It can be up to 14 days to receive and process the return and then another 7 days for the refund to clear the banking systems. An email confirmation will be sent to you when this has been processed.

Will the delivery charge also be refunded?

We only refund the cost of the item when we process the return, not the delivery cost.

My items are faulty, what should I do?

If your item is faulty/defective/damaged on arrival, we will replace it free of charge. Please send the order details to shop@jhfitness.co.uk and send the item back to our printing company Plain Jane Print (see below for the address). They will reimburse your return postage costs once they receive the item. We can only cover actual postage costs so please try to reuse the packaging it is sent in so that you don’t have to buy additional packaging. Please keep any proof of postage until your item has been received back. Please also include your order number and details with any return so we can link it to your original order.

Why can some products not be returned?

Due to the nature of how some products are used, we are unable to accept returns or exchanges. This is for sanitary and hygiene reasons and customers are made aware of this in the product description before purchase.