I've placed an order but haven't received a confirmation email.
You've placed an order, the money has been debited from your account but you haven't received your order confirmation email. Has the order been successful?!
Don't worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your promotional inbox. Just be sure to check all inboxes through your email account.
Send an email or message through to our customer service team at firstname.lastname@example.org, and they'll be able to locate your order. They'll simply need the full name and delivery address used to place the order.
My parcel is marked as delivered, but I haven't received it.
Please note: All lost parcel claims must be made within 30 days of the delivery date.
My order status is 'canceled' but I didn't cancel it.
If you've received an email regarding the order being 'suspected fraudulent', this simply means your payment method has failed some security checks, it's nothing personal.
In the event you receive this, please ensure that your billing information matches the card you are using to pay for the order and try placing the order again.
If you're payment is failing with PayPal, please ensure your email matches your PayPal email address and that your billing information is up to date and correct.
If you have any problems with order cancellations, email us at email@example.com
I want to change/cancel my order.
We're pretty quick at getting your order out the door so unfortunately, we're unable to make any changes to your order once the order has been placed. This includes; item, address and payment changes.
You have sent me the wrong item.
In the unlikely event you have received the wrong item, please contact our Returns Team at firstname.lastname@example.org immediately with the following information:
• Your order number
• The name of the item you did not receive
• The name of the item you received in it's place
• A photograph of the item you have received
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.
Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.
You must process this claim with Fitsix within 14 days of receiving the item.
Please do not return any wrongly received goods unless advised by a member of our Returns Team, it may result in a slower resolution time.
I have received a faulty item.
In the unlikely event you have received a defective item, please Contact the Returns Team at email@example.com immediately with the following information:
• Your order number
• Which item is damaged
• A brief description
• Photographic evidence of defect.
If you parcel has been delivered and is already damaged upon delivery. Please keep photographic evidence of how the parcel arrived, before attempting to open the package. If there is no photographic evidence of tampered or damaged packaging, we cannot process a claim successfully with the courier.
Unless proof of damage has been verified by a member of the support team, we cannot action a refund or exchange.
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
Please do not return any damaged goods unless advised by a member of our Returns Team, it may result in a slower resolution time and we don't always require the faulty item back.
All claims for parcels arriving damaged must be made within 14 working days of the delivery date.