FAQ
PRODUCTS FAQ
I didn’t receive an order confirmation email, what should I do?
Firstly, check your junk/spam folder as it may have gone there.
If it’s nowhere to be found, it’s possible you may have entered in your email address incorrectly when placing the order. Email support@kimfrenchfitness.com with as much information as possible so we can locate your order.
What countries do you ship to?
We ship all of our products Worldwide!
How much does shipping cost?
We ship via Royal Mail and offer standard and tracked delivery options for our international customers.
See https://shop.kimfrenchfitness.com/pages/shipping for an overview of our pricing.
What methods of payment do you accept?
We accept Visa, MasterCard, American Express, Maestro, PayPal, Apple Pay and Google Pay.
Can I change or cancel my order?
We cannot change or cancel an order that has already been shipped unfortunately. If your order has not been shipped then please email us at support@kimfrenchfitness.com as soon as possible so we can help you.
I’ve ordered the wrong product, what can I do?
Please make sure you check your order details before completing and paying. If you are quick then we may be able to change your order before it has been shipped by emailing us at support@kimfrenchfitness.com
If it has already been shipped then unfortunately, we cannot change the order. You will have to place a new order and return your original order in perfect condition (please note we will only refund you once the product(s) have been received to our premises and we do not cover the costs for shipping).
I didn’t receive a tracking number?
Tracking numbers are only provided to customers who paid for the tracked delivery option.
Standard delivery DOES NOT include a tracking number and we cannot be held responsible for your parcel if it is lost. Therefore, it is recommended to use the tracked delivery to ensure the safe arrival of your parcel.
Tracking numbers are sent to you within your despatched email. Please also check your junk/spam folder. Additionally, if you opted for SMS tracking, you will receive text notifications of your order delivery progress.
If you are not receiving any updates, please email us at support@kimfrenchfitness.com
How do I track my order?
You will find your tracking number and a link to follow in your despatch email. If for some reason you can’t find this link, please follow it here:-
https://www.royalmail.com/track-your-item#/
If you’ve lost your tracking number, email us at support@kimfrenchfitness.com and we will gladly assist.
My tracking number has not updated for ages, what is going on?
Your parcel may have been held up at customs or incurred other possible delays out of our control. We apologise for the wait but please try to be patient. It should be updated very soon.
If it hasn’t been updated for over 2 weeks, please contact us at support@kimfrenchfitness.com so we can look into this for you.
How long will it take for my order to arrive?
These are the estimated delivery timeframes:-
| UK | 1 – 2 working days from confirmation of dispatch |
| Europe | 3 – 5 working days from confirmation of dispatch |
| USA | 6 – 7 working days from confirmation of dispatch |
| Rest Of World | 6 – 7 working days from confirmation of dispatch |
Please note that during COVID-19 there has been some significant delays amongst all worldwide postal services and customs handling which could delay your parcel.
My order is taking longer than I was advised, where’s my order?
We apologise and understand how frustrating it must be for you. Unfortunately, there can be delays out of our control for multiple reasons. If you have placed an international order there could be delays at customs. Please also take into consideration bank holidays, weekends and other unexpected delays.
Please note that during COVID-19 there has been some significant delays amongst all worldwide postal services and customs handling which could delay your parcel.
If your parcel didn’t arrive even after allowing some more time, please contact support@kimfrenchfitness.com so we can look into this for you.
My tracking status says my parcel is being returned back to you? Why? And what now?
Unfortunately, this can happen if your address was incomplete or unrecognised, please check the address on your order confirmation to check it was correct.
On other occasions, the couriers may attempt your delivery when no one was at home. They will leave instructions for you so please keep checking your tracking number for updates. If your parcel is unclaimed, then it will eventually get returned to sender.
So if this has happened to you, you have two options:-
- You can place a new order now so we can get it shipped again straight away for you.
- You can wait until we receive the parcel back and then we can either reship it for you or refund you the cost of the products only. If you wish us to reship the products, you will have to pay for the shipping costs again.
Can I exchange or return my product?
No, we do not accept any exchanges or returns. All sales are final.
I’ve received the wrong product, what happens now?
We are so sorry! Please email support@kimfrenchfitness.com with your order number and photo of the product you received and we will get this sorted out straight away for you.
My item is faulty, what can I do?
Please send us an email at support@kimfrenchfitness.com with your order number and photos of the faulty item and we will assist you with this. Please note that a replacement will only be given to orders that are faulty upon arrival and we may not be able to replace an item if it has been some time after purchasing.
Do you offer any discounts or promotions on your products?
Yes, we have bundle deals for various products, please visit our shop to take a look.
On occasions we may offer other discounts or promotions, so be sure to keep up to date on our social media platforms @kimfrenchfitness and @kimfrench87
You can also subscribe to our newsletter at the bottom of this page.
How do I clean my resistance bands?
You can machine wash your bands on a cool gentle cycle and then leave them to dry. Do not tumble dry.
My fitness equipment packaging has arrived crumpled, what can I do?
Due to the delivery process, your packaging may be wrinkled on arrival. If this is the case, you can apply some gentle heat (for example with a hairdryer on the low setting) to your case and stretch out any creases.
Do I have to place two orders to get two ankle attachments or lifting straps?
No, you only need to place one order. Both the ankle attachments and lifting straps are sold as pairs.
My card payment keeps failing but I have money in my account?
Often this is a problem with your bank as you are making an international payment they do not recognise and want to keep you safe. You will need to speak to your bank to let them know you wish to make this payment and then try again. Alternatively, you can use another payment method.
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If none of these FAQs answer your query, please email us at support@kimfrenchfitness.com
We are always here to help and we will get back to you within 24 hours (probably much sooner).
Thank you for your time.