GymShop, Contact Us, Office Hours & Working Days
- Who is GymShop?
GymShop is the trading name of Gymnastic Enterprise Ltd (GEL) – a wholly owned subsidiary of British Gymnastics (BG)
- Is a GYMSHOP membership the same as a British Gymnastics membership?
No – GYMSHOP membership is for this online shop only. GYMSHOP registration gives you all the benefits of special offers, great pricing and advance notification of new products and tickets for events. If you would like to register as a Gymnast, this is done through your local club. Your British Gymnastics (BG) membership will then automatically give you access to the GYMSHOP benefits as well. To find a club in your area please use the Discover Gymnastics feature on the BG website at: www.british-gymnastics.org/discover
- How do I contact you?
You can reach our Customer Service Team by phone 0345 129 7129 ext. 2395.
By email – for order enquiries email@example.com
By email – for Customer Service support firstname.lastname@example.org
- What are your Office Hours?
Our Customer Service Office is open Monday to Thursday 09.00-17.00 and Friday 09.00-16.30. We are closed on Public Holidays and between Christmas and New Year
Our Warehouse is open 08.30-16.00 Monday to Friday and is also closed on Public Holidays and between Christmas & New Year
- What do you mean by ‘Working Day’
Working days are the days we are open to handle queries, to pick, pack and despatch orders and process returns – so our Working Days are Monday to Friday excluding Public Holidays
As our offices and warehouse are closed at the weekends the next working day to a Friday, Saturday or Sunday is a Monday – with the exception of Bank Holiday Weekends where it would be the following Tuesday
Deliveries are usually only made on working days – we do not guarantee any deliveries on Saturdays or Sundays
Placing an Order & Payment
- How do I place an order with GymShop?
All orders must be placed on line at www.british-gymnastics.org/shop
You can search for items, put them in your shopping basket, and review the items in your shopping basket before going through to confirm your contact and delivery details, selecting your Packing & Postage option and making payment.
We will not retain any credit or debit card details on our system
All items are subject to availability. Should, for any reason, an item not be available at the time we pick your order, we will contact you directly.
The cut off time for Next Day deliveries is 14.00 – and Next Day orders placed on Friday before 14.00 will be delivered on the following Monday (or next working day)
- Are items in my shopping basket reserved for me?
No – Items in your shopping basket are not reserved or allocated to you – they are only secured once payment has been made. This means that if you create an order in your shopping basket and leave it several hours or days before you pay for it, items may have sold out during this period. When you try to confirm and pay for this order, the system will let you know that an item/s have gone out of stock, so you will need to remove them from your shopping basket. You can then request an email be sent when the item/s come back into stock by going to the product and trying to re-order it. Therefore, we recommend you pay for your orders when you place them on the system.
- Will I get email order & despatch confirmations when I place an order?
Yes- you will receive an electronic order confirmation within minutes of confirming your order. Please check this straight away and if you’ve ordered the wrong item/s please call our Customer Service Team on 0345 129 7129 ext. 2395.
When your order has been picked and despatched, you will then receive a Despatch Confirmation email to let you know that your order is on its way. If you opted for a courier service, you will then be able to track the delivery status of your order by using the tracking number provided to you
If the order has been despatched we cannot alter or recall it – so it will be delivered to you and, if you need to return it, our standard Returns Policy (see below) will apply.
- The item I want is Out of Stock – can I still order it?
We don’t accept back orders but you can request to receive an email notification when the item comes back into stock – you can then buy the item whilst stocks last
- How do I pay for my Order?
Payment is taken when you confirm payment and submit your order.
Your payment or any refunds will show on your statement as being processed through Gymnastic Enterprise Ltd
You can pay by Credit/Debit card. We accept VISA/MasterCard Credit & Debit Cards, Electron, Maestro – we do not accept payment through PayPal
Please ensure your billing address is the address where your credit/debit card is registered – if not your payment may fail.
If your payment does not complete an error message will appear on the screen. Please check your details or contact your Bank/Credit Card Provider.
For British Gymnastics (BG) registered Clubs, Groups, Leisure Centres and Schools, you can also pay by invoice (subject to a successful credit facility application)
For more information on registering your Club, Group, Leisure Centre or School please email us at email@example.com . To apply for a credit facility please contact firstname.lastname@example.org – a credit account can take 7-14 days to set up so please leave ample time for this to happen before placing your first order.
- I’ve made a mistake on my order – can I change or cancel an order?
Once you’ve confirmed your order, you cannot alter or cancel it online. You will need to contact us on 0345 129 7129 ext. 2395 Monday to Thursday 09.00-17.00 and Monday to Friday 09.00-16.30
If the order hasn’t been despatched, we can change the size/colour of an item if it is the same or lower price. If it is a different item or more expensive, we will have to cancel & refund your original order and then raise a new one for you taking payment again
If your order has been despatched we cannot retrieve it – it will be delivered to you and you will have to return it to us. Our Returns Policy is detailed on our website
- I live outside the UK – can I buy from you?
Please call us on 0345 129 7129 ext. 2395 before placing an order for delivery outside the UK as delivery charges will vary. You would be responsible for any Customs or Import Duty due on any item purchased from us
Despatch & Delivery
- What are my Packing & Postage options?
Packing & Postage costs and delivery times vary depending on the size and weight of your order – and the service you choose.
Economy: This is an untracked Royal Mail Small Parcel service for smaller orders/items up to 1kg. Delivery will be made within 5 working days of your order being despatched by GymShop. Untracked means that you will be unable to track where your order is once it has been despatched. Any queries or claims for Late, Damaged or Lost items will need to be made directly to Royal Mail – so only opt for this service if you are able to cover the cost of replacing any lost or delayed items whilst they investigate your claim
Standard: This is a Tracked 2-3 day Courier service for orders up to 10kg. Delivery will be made within 2-3 working days of despatch by GymShop. Working Days are Monday to Friday (excluding Public Holidays).
Express: This is a Tracked Next Day Courier service for orders up to 10kg. Next Day Tracked orders placed Monday-Thursday before 14.00 will be despatched same day to arrive with you on the next working day. Orders placed after 14.00 or on Weekends/Public Holidays will be despatched the next working day for delivery on the following working day. i.e., an order placed at 15.00 on a Friday will be picked Monday (unless it’s a Public Holiday) to arrive with you on the Tuesday
Very Large items: Larger pieces of equipment or for any order over 10kg, shipping costs will vary. Some items carry a fixed shipping cost which will be detailed in your shopping basket. For orders of multiple large items please call us prior to placing your order so we can calculate the total shipping cost for you
- If I place my order today, when will it be despatched?
Despatch times can vary depending on what items you have ordered, when you placed your order and what Packing & Postage service you selected. Most items* are available for despatch within 3 working days of when you placed your order. Working days are Monday to Friday, excluding Public Holidays.
If you urgently need your items, please select our Express Next Day Shipping option. Next Day Tracked orders placed Monday-Thursday before 14.00 will be despatched same day to arrive with you on the next working day. Orders placed after 14.00 or on Weekends/Public Holidays will be despatched the next working day for delivery on the following working day. i.e., an order placed at 15.00 on a Friday will be picked Monday (unless it’s a Public Holiday) to arrive with you on the Tuesday*Larger items of Gym Equipment are made to order and so shipping will be within 14-28 days
- Do I have to sign for my delivery?
No – we offer Tracked deliveries that do not require a signature. This means that you can track your delivery from the day it is despatched by GymShop but don’t need to be in to sign for it. If your parcel is small enough, it will be put through your letter box. If too large, they will leave you a ‘While You Were Out’ card letting you know where your item is and how to contact them to either collect it or rearrange delivery (where available).
You can nominate a ‘Safe Place’ on your Delivery Instructions – but please note that the courier will only leave items in your safe place if the access to it is safe and they feel it will be secure.
If you do not select a Tracked service, please note that we will not be able to help you locate your order it if it is late/lost – you will need to contact Royal Mail directly for more information and assistance.
- My Order hasn’t arrived – what should I do?
Depending on the Postage & Packing service you chose, delivery should have been attempted within 1-5 working days of GymShop despatching your order. Therefore, the first thing to do is:
check that your order has been despatched – if it has you will have received the Despatch Confirmation email to the email address you registered with us (also check your Spam folder just in case your security settings have diverted it out of your In Box). You can also check the status of your order by accessing your Order History on your GymShop log in.
If it has been despatched and is beyond the expected delivery time then check to see if the Courier has left a ‘While You Were Out’ card and read it carefully on the front and the back – it will tell you where your items have been taken/left if they were too big to go through your letter box.
If you nominated a ‘Safe Place’ on your order, check here and with your neighbours
If you can’t locate your order, what happens next depends on what service your chose:
Economy (untracked) service: You will need to contact Royal Mail directly within 5 days of the expected delivery date to register your concerns, but they will not confirm an item is lost until 15 working days have passed from the expected delivery date.
They will need all the details of your order including:
Your name and delivery address – and that it was sent by GymShop, Gymnastics Enterprises Limited, British Gymnastics, Lilleshall National Sports Centre, Newport, Shropshire, TF10 9AT
That you chose the Royal Mail 2nd Class Small Parcel Service and the date it was despatched
Full details of how to claim from the Royal Mail can be found at: http://www.royalmail.com/personal/help-and-support
Unfortunately, as there is no tracking on this service, our team will not be able to locate it for you.
Standard or Express Tracked Service: If you chose a Tracked service you can log into the courier website with your tracking reference to see where your order is – and if they need any more information you can contact them directly to rearrange delivery.
The UK Mail website tracking site is: https://www.ukmail.com/manage-my-delivery
You can then contact them directly if you need more information or to rearrange delivery – their telephone number is 03451 554455 and they are available to help you Monday to Friday 7am – 7pm, Saturday 8am – 12pm. You must contact them within 5-7 working days to register a claim or concern
If they are unable to locate your order within 24 hours, please contact us so we can investigate further on your behalf – we will have to formally register the complaint with them so the sooner you let us know the better
- My order has been damaged in the post – how do I make a claim?
If you believe your parcel has been damaged or tampered with, please photograph it in the original packaging before opening it as we will need these photographs as evidence to progress a claim against the courier. Please retain this packaging.
Then call us as soon as possible on 0345 129 7129 ext 2395 so that we can start an investigation on your behalf – claims need to be lodged with the courier within 1 working day of delivery. The delivery company will need to interview the driver and depot staff – and refer to CCTV where available – so the initial investigation can take 48 hours before we hear back from the courier.
We will not be able to replace any items until the courier has confirmed that there has been an issue with your delivery – and we may need you to complete a claim form wherein you confirm the details of the damage/missing items in writing.
- Can I nominate a ‘Safe Place’ for deliveries to be left by the courier?
Yes – you can nominate a ‘safe place’ when you complete your delivery address/instructions when placing your order. However, please note that that the courier is under no obligation to leave a parcel in your nominated ‘safe place’. They will only leave items in your safe place if the access to it is safe and they feel it will be secure.
Warranty & Returns
- Is there a warranty period on your items?
Warranty periods vary depending on the warranty offered by the manufacturer – this will be detailed on your order confirmation.
If an item is faulty within warranty, please call us on 0345 129 7129 ext. 2395 and we will help process your return. We will assess the item on return to confirm that it is a manufacturing fault and not wear and tear through general usage. If the item is confirmed as faulty it will be exchanged for you; if no longer available the item will be refunded
- Can I exchange an item or get a refund if it isn’t suitable?
Yes – provided it is returned to us within 21 days of delivery, and is in an as-new condition i.e. unused, marked or damaged in anyway. Clothing must be unworn, with tags & in original packaging
- Who pays for returning items to GymShop?
You are responsible for the cost of returning unsuitable items to GymShop for refund or exchange. Your original Packing & Postage (P&P) charge will not be refunded – and you will be charged Standard shipping costs for the delivery of any replacement items
- How do I return items to you?
Please complete the Returns Form that was included in your original package . If you do not have your original returns form, you can download a new one by going into your Account, opening your Order and reprinting the Returns Note.. Please make sure you complete it with all your details, the product being returned, why it’s being returned and whether you would like a Refund or Exchange
You can update your Online order to say that you are going to return an item to us – this helps speed things up as we know to expect your item/s back
- Do I need to contact you before I send items back?
No – not unless the item is faulty within warranty. However, it does speed things up for us if you update your online order to say that the items are on their way back, and complete your returns form in full
- How long do exchanges/refunds take to be processed?
From when we sign for your returned items (we recommend you use a tracked service as are not responsible for returns that are lost or damaged in transit) it will take 3-5 working days for us to process your return. This will increase to 5-7 days during peak times June, October and Christmas periods
- I’m purchasing items for Christmas presents – can I return them after Christmas?
Yes – items purchased from 15th November as Christmas presents can be returned up to 14th January. All items must be in an as-new condition i.e. unused, marked or damaged in anyway. Clothing must be unworn, with tags & in original packaging
- Are Event Tickets refundable?
No, Event Tickets are non-refundable so please take extra care when placing your order to make sure you have ordered the right quantity, day, ticket type and – where appropriate – session during the day.
- Do you have a Size Guide for clothing?
We do have a Size Guide and some garments also have a product specific Size Guide on the product information tab. Please bear in mind that these are for guidance only as no measurements are 100% accurate and can have up to a 1-2” tolerance to allow for cutting & finishing
- What is ‘chest tolerance’
This is the term used to explain that no measurement can be 100% accurate to allow for cutting & finishing. In addition, many items have sizing range such as Men’s Medium might be cut for a 38”-40” chest but a Ladies Medium a 36”-38” chest
- Do you know the dimensions of the large pieces of equipment?
The dimensions are all detailed on the individual product page. As these items can be very large, please call us before placing an order so we can confirm delivery costs and dates.
British Gymnastics Awards and Resources
For more information about British Gymnastics (BG), the programmes they run, and how to get involved in Gymnastics please go to www.british-gymnastics.org
- Who are British Gymnastics?
British Gymnastics are the UK National Governing Body for the sport of Gymnastics, dedicated to developing gymnasts, coaches and clubs across a range of disciplines.
- What is the relationship between GymShop and British Gymnastics?
GymShop is the trading name of Gymnastic Enterprise Ltd (GEL), a wholly owned subsidiary of British Gymnastics (BG). You’ll see Gymnastics Enterprise Ltd abbreviated to GEL in our Terms and Conditions, and you will be making payments to GEL – and, should you return anything to us, refunds will also show as being from GEL.
- What is the difference between a Resource and an Award?
Resources are the publications produced to support suitably qualified British Gymnastics Coaches & Teachers to deliver the British Gymnastics programmes – and we must stress that they are only to be used by BG qualified Coaches & Teachers
Awards are the Badges, Certificates and Medals young gymnasts earn as they successfully complete the different levels of each programme
- Do you have to be a Member to buy BG Resource materials
You can buy the resources, but they MUST only be delivered by suitably qualified British Gymnastics Coaches & Teachers. Please go to the British Gymnastics website for more information www.british-gymnastics.org
- What is FUNdamentals?
This is a programme developed to be delivered by qualified Teachers & Coaches for very young children – using different themes such as ‘Seaside’ or ‘Healthy Eating’ to encourage learning in a fun and active environment.
- Who is the Pre-School suitable for?
Preschool is designed to for older toddlers and younger children. Delivered by suitably BG qualified Teachers & Coaches it helps young children develop core skills such as running, jumping, balance, swinging and rotation.
- What’s the difference between Core & Advanced Proficiency?
Core Proficiency is the programme developed for Primary School age children as an introduction to Gymnastics – and is a great way to build on the core skills of strength, balance and flexibility using basic gymnastic movements
Advanced Proficiency is designed to follow on from the Core programme – and you can choose the areas of Gymnastics you would like to focus on such as Fitness, Floor, Vault, Apparatus, Pairs & Groups, Dance & Aerobics. For more information go to www.british-gymnastics.org
- Do you have resources for Trampolining, Rhythmic and Cheerleading?
Yes – search under Awards & Resources and then select the area you’re interested in. For more information go to www.british-gymnastics.org