- Product Information
- Placing your Order
- My Account
- Product Faults
Is your learning area free to use?
Absolutely! We don’t believe in charging you to learn how to keep active, we want you to soak up all the knowledge possible, so you can confidently smash your workouts.
I can’t find any articles on a specific topic, can you help?
Definitely! We’re always on the hunt for inspiring new article ideas our readers want to learn about, if you have an idea for an article please email firstname.lastname@example.org and we’ll look at writing an article.
How do I know if a product is right for my goals?
It’s crucial you have the right product to reflect your goals, we place an indicator on all our product pages for the specific uses of that product. If it’s not displaying or you’d like to go into more detail, please get in touch with us.
How do I know if a product will fit into my home?
Dimensions are essential, we try to be as comprehensive as possible on the product pages for you. If you need more dimensions than shown on the site, please get in touch and we’ll always try to source more information if needed.
Will I have to assemble the product myself?
We’d love to offer an installation solution for you, right now this isn’t an option. All our products do require self-assembly where relevant, but each product comes with a detailed step by step assembly guide, and we’re always on-hand to guide you through the process if you get stuck.
Will I receive the exact model shown in the image?
Our product content team work feverishly hard to ensure our product data is as close to the real deal as we can get it. The images are for illustration purposes only though, so you may find a few tiny differences when your order arrives, although the specification will be as shown or better’ .
Why has the price changed?
We run promotions and offers that are time sensitive, we will always clearly communicate the duration of the promotion so you’re aware when it’s due to finish. If you happen to miss it all is not lost, we will honour the price up to 24 hours from the end date.
An item is showing as out of stock, when will it be back in?
Unfortunately, due to the current Covid Pandemic, we have no dates for stock coming into our warehouse. We do, however, post regular updates on social and send them via email when we know stock is on its way so please check out our Facebook, Twitter and Instagram, or sign up to our newsletter.
How and when can I place an order with you?
Whenever you’re ready, our site is ready to take your order, any time of the day, 365 days a year, including weekends and bank holidays. We cannot take orders over the phone, but we’ve made our checkout speedy and simple, you’ll be through the process in no time at all.
How do I know the item is in stock?
We display the stock status on the product page before you place your order, if the product is out of stock we will clearly display it and will restrict new orders been placed.
I have a promo code, where do I enter it?
You’ll find the promo code area in the basket before checkout to claim your rightful discount.
Can I have my order delivered to another country?
Not right now, we haven’t stretched outside the UK yet, watch this space though.
Do I need an account to order?
No you can checkout quickly and easily as a guest with us, it is quicker for future purchases to have an account with us but not necessary.
Why can't I place an order?
Some crucial information could be missing. A quick scan to check all the boxes that have a ‘*’ next to it have been completed correctly will clarify this for you .
The issue could also be a niggling connection error. Close the webpage, clear your browser history and ensure you have enabled all cookies and pop ups. A different web browser or device to complete your order is another good option if this doesn’t work.
Lastly, it could be your card issuer has declined your order. This happens from time to time for security, contact your card issuer to be sure in this case.
Why does nothing happen when I click 'buy now'?
The issue could also be a niggling connection error. Close the webpage, clear your browser history and ensure you have enabled all cookies and pop ups then give it another shot.
Why haven't I received my confirmation email?
Your email provider might’ve plonked us into your spam or junk folder.
Where do I find my order number?
Your order number can be found either at the top of your order confirmation email or within the ‘your orders’ area of your account.
Why has my order been cancelled?
If your order has been cancelled by us, then we are beyond sorry as this means we don’t have stock of the item in your order. Once we receive your order our warehouse team pick and prepare your order ready to ship. On rare occasions they will identify we don’t have stock and we’ll have to cancel your order.
Can I change my address after placing an order?
Once we have received your order we must ship it to the address that comes through, so we recommend doing some double, triple checks before placing the order.
Can I cancel my order?
You certainly can, at any point until it arrives at your door you can cancel your order. It may take longer to receive your money back if we have to wait to receive your order back in the warehouse. We’ll turn things around as speedily as we can for you.
How can I pay for my order?
We try to be more flexible than a seasoned yogi with our payments, pay with Visa, Visa Debit, Mastercard, Maestro, Solo and Electron or via PayPal. If you’re spending over £399 on a single item we have financing options available too.
Is there a charge for using PayPal?
None, it will cost you no extra for using PayPal through us.
When do I pay for my order?
Authority for payment must be given at the time of your order. Payment will only be taken once your delivery has been agreed.
Is it safe to pay online?
All information is encrypted using 128-bit SSL (Secure Socket Layer) certificates, no cardholder information is ever passed unencrypted and are signed using MD5 hashing to prevent tampering, SSL encryption is practically unbreakable, so payments are extremely safe.
Sage Pay’s systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands.
Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. Sage Pay are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.
To answer the question, yes, it’s safe.
What is 3-D secure?
MasterCard SecureCode and Verified by Visa are services that password-protect your card details to give you an additional layer of security for online payments.
You can create a unique password specifically for checking out online, to register for MasterCard SecureCode and Verified by Visa you can follow the instructions next time you order with us or get in touch with them directly to set it up.
Will I have to pay for delivery?
If you live within the UK Mainland you won’t have to pay a penny for our standard delivery options, no matter the order. For all other locations and special delivery requests please see our delivery page for more information.
Do you offer a click & collect service?
We only offer a delivery to your address right now, we don’t have a click & collect service available.
Can I change my delivery method after the order has been placed?
This all depends on where your order is in the system, if you get in touch with us though we’ll do everything in our power to change the delivery for you.
Do you deliver to BFPO and PO addresses?
This isn’t a delivery option we can offer right now unfortunately.
Can you send my order without an invoice?
We must send your order with the delivery packing slip; the invoice will be emailed to you.
Can I have my order delivered to a business address?
We can deliver to business addresses if you choose to select this as your shipping address. Once the order has been signed for at the business address we cannot any responsibility for loss or damage of your order.
What couriers do you use?
We use DX, DPD and UPS for all our small to medium items and Palletways for our larger bulky items.
What time will my order be delivered?
Unless a time specific delivery is chosen our couriers can deliver anytime between Monday to Friday 8am – 7pm, we are always happy to try and confirm a more specific time on the day of delivery.
Why hasn’t my order been dispatched?
We will always aim to dispatch your order before the dispatch date on your order confirmation. This can fluctuate slightly during busy periods. We could also be waiting to replenish our stock, however, if this is the case we’ll be in touch in a flash to keep you well updated.
How long will it take to deliver my item?
Delivery can take 5-7 working days to the UK Mainland. Offshore locations will take a little longer.
I haven’t received a calling card, what can I do?
Have a look at your tracking information or contact us, your order may have been left in a secure location on your property. If not, we can re-schedule your delivery date with the couriers for you.
My order has arrived damaged, help?
Don’t worry! Help is on hand. Get in touch with us and we’ll organise everything as quickly as we can so you can get using your product in no time.
I’ve received the wrong item, what do I do?
Firstly, we’re very sorry if this is the case. This could be a dispatch error, we’ll exchange your order straight away, please get in touch with us and we’ll organise everything.
How do I create an account with you?
It’s no sweat at all! At the top right of any page on the site you can select our little person for account options and choose to create an account with us in moments.
How can I log in/out of my account?
Existing customers can log in to their account by clicking the little person at link at the top right of the page and using their email and password to log in. To log out of your account click the 'log out' link at the top of the page.
Why can't I sign into my account?
Please check your details are correct for the email address associated with our account, if you can’t access your account then you can reset your password to get access.
Can I change my password?
We’re all human, we get it, passwords are a pain. If you need to change it, select our little person and the reset password link below the login. You can enter your email address to receive a password reset link from us.
How do I sign up to receive emails from you?
We’ll give you the option to receive emails from us when you place an order with us, or you can subscribe through the newsletter at the bottom of the site.
How do I Unsubscribe from your emails?
We make this as easy as possible for you, you can unsubscribe at the bottom of any of our emails in moments.
How do I close my account?
Please get in touch with us stating the email address associated with the account and we’ll be able to close it down for you.
What is your returns policy?
You can view our full returns policy here.
How long do I have to return my order?
We give you 14 days from the date you receive your order to return it. You will need to complete a returns form on our website Puretec Ltd so our customer service team can send you an authorisation number along with details of the return.
If I use the product can I still return it?
Only within the first 14 days, and it must be re-packaged in its original box before it can be returned.
Can I return my order for any reason?
Any reason at all! It can be anything, we’ll accept your order back for any reason you have, but we will need to know what this is.
I've thrown away the packaging can I still return my order?
The item MUST be in its original packaging for it to be returned.
How long will the return take?
It can take between 7-10 working days for your order to arrive back to us. Once the warehouse confirms it’s back with us we’ll process your refund within 21 days.
Will you refund me 100% of the order?
We sure will, except if you paid for any additional delivery services. Apart from that, the full value of the product will be refunded.
Where is my refund?
It can take an additional 48 hours to see the refund appear in your account after the refund has been processed. If you still haven’t received it after this time, please let us know.
How will I be refunded for my order?
Your refund will be processed back onto the card / account you placed your order with initially. We are unable to process the refund to another method of payment.
My order has arrived damaged what do I do?
We’re on it! If your product has a specific part damaged we can send a replacement right out to you, or we can exchange the whole product. Please get in touch with us and we’ll take care of everything.
My product has developed a fault or has broken what can I do?
All new products come with a 12-month warranty as standard, within this period we can resolve any issues free of charge. Some manufacturer’s warranties extend past this period and will be stated on the product page before purchase if you’re unsure on the warranty period or have a product fault get in touch with us and will work with you to resolve any issues you may have. Warranty can be registered on the Puretec Ltd website.
I am outside of the warranty period and have a fault, can you help?
We will always try to help wherever we possibly can, we may be able to provide replacement damaged parts which are chargeable, so it’s always worth getting in touch with us and we will try to help you.