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FitXR Shipping Policy
All shipping costs and delivery times are calculated at checkout. Orders will be processed and dispatched by the next working day. Tracking information will be advised on your dispatch confirmation email to keep you fully updated on the status of your delivery, but please note that many couriers are experiencing delays due to Covid-19 so we cannot currently guarantee that delivery will be within the quoted timeframes.
Further information for specific locations can be found below.
USA
No sales taxes are included within your order, but total order value up to $800 will not incur any duties or taxes on delivery.
UK
Your price at checkout is inclusive of all VAT charges. No additional charges are payable on delivery.
EU
Deliveries into the EU may be subject to delays on quoted transit timings due to Brexit. Additional Brexit surcharges are currently in place on shipments into the EU but these additional charges are included within your quoted delivery cost. Please note that the customer is liable for any additional duties are taxes which may be charged on delivery.
WORLDWIDE
FitXR is pleased to be able to ship globally, but it may not be possible to ship to all locations. If your country is not available when choosing your shipping location at checkout, please contact us at fitxr@orbgrouplondon.zendesk.com and we will endeavour to assist you. Please note that the customer is liable for any additional duties or taxes charged on delivery.
FitXR Returns Policy
PRODUCT RETURNS
If you change your mind about an item, or have received an incorrect item, we offer a very simple no quibble returns policy.
You may return unwanted goods up to 28 days after delivery. Please advise us that you wish to make a return within 14 days of delivery and then you have another 14 days to post back the goods to us. Follow the returns link on your shipping confirmation email or contact us at fitxr@orbgrouplondon.zendesk.com to initiate the returns process.
All items must be returned to us in the same condition in which they were received (unless faulty or damaged in transit) with packaging including swing tags and labels intact. The item must not have been worn, damaged, washed or marked in any way and must be absent of any odour such as smoke, perfume, deodorant or washing powder. Returned items will be inspected on receipt and must be in a condition that we deem suitable for resale.
If your return was purchased as part of a bundle (i.e offers or part of a boxed set), the complete bundle must be returned to us. We cannot return or exchange only part of a bundle product.
Occasionally we may offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.
HOW TO RETURN YOUR ORDER
Please notify us that you wish to make a return at the link provided on your shipping confirmation email. Follow the instructions to generate your returns label and either arrange collection or drop off your parcel at one of the designated returns locations advised through the portal. Alternatively contact us at fitxr@orbgrouplondon.zendesk.com and advise the following information:
Your name/order number/email address/item(s) to return/reason for return
Then, please wrap items securely and label clearly with your order number and mark package “RETURN TO SENDER”. Please return to:
FitXR
C/O James Cargo Fulfilment Ltd
Unit 4, Heathrow Logistics Park
Bedfont Road
TW14 8EE
GB
The customer is responsible for returning the item to us, please make sure you take adequate steps to ensure the security of the contents during transit. We cannot be held responsible for refund if reasonable steps are not taken to ensure goods are received in their original condition.
UK REFUNDS
All UK customers are responsible for the costs in sending items back to us.
When you return an item you will be entitled to a refund subject to the terms under ‘PRODUCT RETURNS’. If accepted, refunds will be credited to the original payment method only (for example credit/debit card) and this can take up to [30 days] depending on your bank.
We do not offer exchanges; if you wish to change an item you will need to return the item(s) back to us for a refund and then place a new order.
INTERNATIONAL REFUNDS
All international customers are responsible for the costs in sending items back to us.
Please note, it is important that you label the parcel 'return to original sender' as this will ensure there are no custom duties to pay. If this is not marked clearly the parcel will be returned to you.
If accepted, refunds will be credited to the original payment method only (for example credit/debit card). This can take up to [30 days] depending on your bank.
We do not offer exchanges; if you wish to change an item you will need to return the item(s) back to us for a refund and then place a new order.
FAULTY PRODUCTS
If you believe an item to be faulty you may be entitled to a replacement or full refund providing that:
If we can confirm that there was a fault present when we originally despatched the item you will be entitled to either a replacement or full refund, including postage charges via your original payment method.
CANCELLING ORDERS
If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order as long as it has not been picked for despatch. We need written confirmation of cancellation from you, so please contact us quoting your order number as soon as possible. If your order has already been picked for despatch we cannot cancel the order.