Shipping & Delivery Policy
1. Order Confirmation:
As soon as you place your order, your card will be pre-authorised, however your card will not be charged.
We will then contact our supplier warehouse to confirm that the product you have purchased is available for delivery within the timeline published on the product page of our website.
All orders will be processed within 48 hours.
Should there be a potential delay, such as an item which has just gone on backorder, then we will void the pre-authorisation and contact you to let you know, as soon as possible.
2. Handling, Transit Time, Order Cut Off:
Handling time is 1 to 2 Working Days (Monday to Friday)
Transit time is 5 to 7 Working Days (Monday to Friday)
The order cut-off time will be 5:00 PM.
3. Change of Address:
We cannot change the delivery address once it is in transit. If you need to change the place to deliver your order, please contact us within 24 hours of placing your order at sales@luxegymcompany.com
4. Cancellations:
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
5. Order Delivery:
Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and submit the order for shipment.
Once dispatched, orders are normally delivered within 5-7 working days, however for larger orders or where installation has been requested, it may take longer.
Please be aware you may receive a call from our delivery courier or haulage company contacting you in advance to confirm your delivery date and timings. Please make sure your contact number on your order is correct so that the carrier can contact you about your delivery should they need to.
All orders must be checked and signed for on delivery by the customer. Any damages or discrepancies must be notified within 24 hours of receipt of order.
Please retain all original packaging, wrapping and pallets in case of return. If wrapping and pallets have been disposed of this can be provided for a fee.
Please not that our delivery times are an estimate and are not contractual. Our standard delivery days are Mon – Fri (8am – 6pm). We currently only deliver to the UK mainland.
You will receive tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 5 working days, please reach out to us via email at sales@luxegymcompany.com .
As we work with multiple suppliers you may receive your order in multiple shipments, with separate tracking details.
6. Pallet/Kerbside Shipping:
Our standard one-man shipping service delivers your purchase to ground level. Depending on the delivery company and their individual health and safety policy, this may mean your goods are delivered to the kerbside.
Our standard shipping does not include the driver taking your purchase upstairs internally or externally. Drivers are not insured to enter your property.
If you need special delivery, please email info@luxegymcompany.com to organise this.
7. Delivery Access
Although our carriers are equipped with detailed road maps of every area of the UK
mainland, is there any further information that would make your delivery address easier to locate?
Please notify us of any delivery obstructions and ensure that the delivery area is clear.
This includes, though not limited to:
-steps (including those required to climb to gain access to the property entrance)
-trees&shrubs
-steeply inclined driveways
-narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. Due to the size of some delivery vehicles, Luxe Gym Company or any carriers delivering on behalf of us must be informed of any restrictions regarding access for the delivery vehicle.
If you have specific delivery requirements, please contact our team on info@luxegymcompany.com and we can make alternative arrangements.
Disposal of pallets are the responsibility of the customer.
Delivery of pallets is to the curbside immediately adjacent to the delivery vehicle. Inside delivery is an extra cost and must be booked in advance.
If not booked as an additional service, it will be necessary for you to assist or move merchandise into your own business/ home. We would therefore recommend that you ensure the product will fit and can be transported to its ground floor point of
installation easily.
Luxe Gym Company will not accept any claims for compensation arising from non/ failed/ refused delivery of any item where the carriers or Luxe Gym Company were not made aware of any access restrictions.
In the event that the item is refused/ cancelled due to these restrictions, the customer is liable for all carriage charges and a re-stocking fee will be applied - which equals a minimum of 15% of the value of the product.
8. Delivery Assistance
Please note: Due to Health and Safety regulations assisted deliveries are at the carrier’s discretion and are not guaranteed, unless booked in advance which you can do by emailing info@luxegymcompany.com
This includes, but not limited to, carrying a delivery inside the premises.
9. Liability
Luxe Gym Company will not be held responsible for any delays/ damages due to third party carriers, nor can we entertain any claims for compensation where the carrier fails to deliver at an agreed time. Any claims for damages to property caused by any third party carrier must be taken up direct with the carrier.
10. Parcels Damaged In Transit:
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service for the next steps.
11. Delivery Prices:
Free delivery on orders over £500.
Purchases under £500 will be £20.00
We are committed to providing a seamless and transparent ordering experience. For any inquiries or assistance, please do not hesitate to reach out to us at info@luxegymcompany.com or call us on 0333 090 7355.