FAQ

Quick answers to the questions we hear most. For full details, follow the links to our dedicated policy pages.

Delivery

Do you ship outside the UK?

No — we deliver to mainland UK addresses only. We do not ship to P.O. boxes or BFPO addresses. See our full Shipping Policy for details.

How long will my order take to arrive?

Orders are processed within 0–2 business days (Mon–Fri). Transit is typically 2–3 business days after dispatch, depending on your location and the delivery method. Delivery estimates are not guaranteed and may vary during peak periods.

Orders placed before 2:00 pm (London time) on a business day are usually processed the same day. Orders placed after this cut-off, or on weekends and UK public holidays, are processed the next business day.

How much does delivery cost?

Delivery charges depend on the supplier, order weight, and your location. The exact charge is always shown at checkout. Key thresholds:

  • Gym Gear: Free standard delivery on mainland UK orders over £500. Weight-based charges apply below £500 (from £12 for orders up to 30 kg).
  • Mad HQ Group (Yoga Mad / Fitness Mad / Pilates Mad): Free standard delivery on mainland UK orders over £30. Orders under £30 incur a £7.14 delivery charge. Long items (e.g. Olympic bars) qualify for free delivery.
  • Flooring tiles: Flat £66 charge per order under £500; free for orders of £500 or more.

Full rate tables are in our Shipping Policy.

Do you deliver to the Scottish Highlands, Islands, Northern Ireland, or other remote areas?

Standard checkout delivery is not currently available to the following locations:

  • Scottish Highlands & Islands
  • Isle of Man
  • Isle of Wight
  • Channel Islands & Isles of Scilly
  • Northern Ireland

If you're based in one of these areas, please contact us before ordering for a delivery quote — do not place an order through checkout as it will not be fulfilled to these postcodes.

What carriers do you use?

We use reliable carriers including DHL and FedEx, with specialist services for larger items where needed. The carrier used depends on the item size and delivery requirements.

Will I receive tracking information?

Yes — once your order ships, we'll email you delivery details. Standard courier shipments typically include a tracking link. For large-item deliveries, tracking may be limited; we may provide an estimated delivery window or booking update instead.

What is kerbside delivery? Can you bring items inside?

Our standard delivery is kerbside — items are delivered to the kerbside or front door of the delivery address. If you need delivery beyond the ground floor, please contact us before ordering.

  • Deliveries above the 1st floor are only possible where a suitable lift/elevator is available.
  • Limited or restricted access may require additional arrangements.
  • Any unusual access requirements (narrow entrances, steep driveways, restricted parking, etc.) must be communicated to us in advance.

My order arrived damaged — what do I do?

Contact us within 48 hours of delivery, with photos where possible. We'll arrange a return at no cost and offer a replacement or refund as appropriate. Full details are in our Return & Refund Policy.

My order hasn't arrived — what do I do?

If your order hasn't arrived within the expected timeframe, contact us and we will investigate with the carrier.

Returns & Refunds

What is your returns window?

You can request a return within 30 days of delivery. Once authorised, you must dispatch the item within 14 days. Full eligibility criteria are in our Return & Refund Policy.

What condition must items be in to qualify for a return?

For change-of-mind returns, items must be unused and, where applicable, unassembled, with all parts included and in original packaging. Proof of purchase is required.

Who pays for return shipping?

  • Change-of-mind returns: You can arrange your own return shipping, or we can provide a prepaid label (the cost is deducted from your refund; we'll confirm the amount first).
  • Faulty, damaged, or incorrect items: We cover return shipping at no cost to you.

How long does a refund take?

Once we receive your return, we inspect it and confirm approval within 7 business days. Approved refunds are processed to the original payment method within 10 business days. Your bank or card provider may take additional time to show the credit.

Can I cancel my order?

You may request a cancellation within 2 hours of purchase by contacting us. After this window we cannot guarantee cancellation, as orders may already be in processing or dispatch.

How do I start a return?

  1. Email support@fytique.co.uk with your order number and reason for return. Include photos if the item is faulty, damaged, or incorrect.
  2. If approved, we'll send a Return Authorisation and return instructions.
  3. Pack the item securely in its original packaging (including all parts/accessories).
  4. Send the return within 14 days of receiving the Return Authorisation.

See our full Return & Refund Policy for more detail.

Warranty

Is there a warranty on equipment?

Yes — most products come with a manufacturer's warranty. Coverage varies by product and brand. Please review our Warranty Policy for full details on coverage, duration, and how to make a claim.

Ordering

Do you accept exchanges?

We offer exchanges for faulty, damaged, or incorrect items (subject to stock availability). Contact us within 30 days of delivery and we'll arrange return shipping and a replacement where eligible. If you ordered the wrong size or option, follow the standard return process and place a new order for the correct item.

My received item is incorrect — what do I do?

Contact us and we'll arrange return shipping and send the correct item. No cost to you.

Still have a question?

Our team is available Monday to Friday, 9:00 am–5:00 pm. We aim to respond within 24 hours on business days.