FAQs

- General Information


Can I still purchase directly from your website?
Yes. We’re still able to accept U.K orders and ship internationally too!

Are True Form shipping as normal?
Yes for the most part, we’re doing our best but minor delays are happening internationally. We're currently shipping from our warehouse from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. 

So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team. We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout

- Delivery

How long will it take to receive my order?
UK Shipping; Standard Delivery will usually arrive within 3 working days but in some cases will arrive within 5 working days from when you submit your order and is available Monday – Saturday. We are unable to deliver on public holidays, any orders placed on a public holiday will be dispatched the following working day.

If you are unable to sign for your parcel, it may be taken to a local depot in which case True Form cannot take responsibility at this point. It is your responsibility to collect the item as each depot will have a limited holding time.

If proof of postage has been provided but you have failed to receive your item(s), please contact the delivery provider (Royal Mail) as True Form cannot take responsibility at this point.

- International Shipping

How much is UK Standard Delivery?
Standard UK Delivery is free above £49.99. Orders below this amount are charged at £5.00.

How much is international delivery?
International Delivery is free above £79.99 (380AED) Orders below this amount are charged at £10.00.

Can I collect my order?
Our collection service is currently unavailable.  

What do I do if I haven’t received my order?

In the unlikely event that you do not receive your order after the stated delivery timeframe, please contact us immediately with your order number via email or one of our social pages.

Please note prior to any purchase please consult the sizing chart appendixes to each item of clothing. If you are in ANY doubt whatsoever as to the size you require please email us PRIOR to ordering.

- Returns and Refunds

What is your returns policy?

Any returns must include a note detailing your order number, paypal address, reason for return and what you want to be exchanged/refunded. 

Please note; shipping is only refundable if you receive faulty goods. 

You may return items within 14 days of delivery for a full refund or an exchange. 

  • Items must be in new and unworn condition, as well as being in their original packaging. Returns with signs of use will be rejected.
  • Any sign of scent (including deodrant) or animal hair will result in the return being rejected.
  • If you have requested an exchange for an item which is more expensive then your return item, you will need to get in touch via email or our socials and a member of the support team will get back to you.
  • We advise up to 14 working day return turnaround due to current restrictions. During normal periods, returns are usually processed quicker than this, but it is not guaranteed.
  • Any SALE items can only be returned for an exchange. Full refunds will not be offered.
  • Shipping costs are non-refundable unless you have received faulty goods.
  • We recommend that you send your returns via a tracked and insured delivery service. We will not accept responsibility for returns lost in the post.
  • Refunds will be issued back to the original payment method used and will usually be visible immediately but can take up to two working days before visible on your account.

Where shall I send my return?
Returns must be sent to the following address;

True Form

50 Flaxland Avenue

Heath

Cardiff

CF14 3NT

How long does it take to receive my refund?
We know this can be annoying! Depending on the courier & country you're returning your item(s) with, it can sometimes take UP TO 14 WORKING DAYS (excluding weekends & public holidays) to be delivered and processed by our returns team.

If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.  But if you need to get in touch with Customer Support about your return, please include in your message:

1. Proof of postage (like a receipt)

2. Your order number

We'll then get back to you as soon as we can!

- Orders

Can I make changes to my order after I’ve checked out?
In most circumstances, we are unable to make any changes to your order once you’ve confirmed and paid, this includes the following:

  • Changing the item or size
  • Delivery/billing address
  • Adding items to your order
  • Shipping method

There is a 24 hour window in which we MAY be able to help but if the order process has already started (which can be within minutes) you will have to follow our returns process. If you input the incorrect address at checkout, we can not be held accountable if the order goes missing. We are not liable to refund/replace this order.

I’ve received the wrong item.
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it's place
  • A clear photograph of the item you have received, including logo 

Once we've received the above info, our Customer Support team will get this sorted for you ASAP! 

I’m missing an item from my order.
In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

  • Your order number
  • The name of the item you did not receive

Once we've received the above info, our Customer Support team will get this sorted for you ASAP!

- Payments, Promotions and Gift Cards

Payment Methods

CREDIT / DEBIT CARDS: We accept all VISA, MasterCard, American Express credit and debit cards.

All your card payments are processed through compliant payment processors. We do not store any of your credit card information.

PAYPAL: PayPal allows you to make payments using a variety of methods including: PayPal Cash or PayPal Cash Plus account balance, a bank account, PayPal Credit, debit or credit cards, and rewards balance.

Klarna

What is Klarna?
Klarna is a payment provider for the US and some European countries.

Why choose Klarna?
Try before you buy and get up to 30 days to pay for your order in the US and UK, or pay within 14 days if you're ordering from Norway, Denmark, Sweden, Finland or Germany.

Does Klarna impact my credit score?
Klarna may run a soft credit search that does not affect a customers credit score and is only visible on your credit file by you and Klarna.

Neither Klarna nor Gymshark run credit searches that could impact your credit rating.

This includes at the point of application, if a payment is missed, or if the outstanding balance enters a debt collection stage.

Is there anything else I should know?
In the UK you must be 18+ to use this credit offer. Klarna uses soft searches with credit reference agencies. These do not affect your credit rating. Missed payments can affect your ability to use Klarna. Late payment fees will apply. If you'd like more information on this then contact Klarna Support. 

You must be 18 or over, have a residential address and a bank account

Gift Cards

How do I purchase a gift card?
You can purchase a Gift Card via the accessories page on the Gymshark website. Gift Cards are not physically shipped, you will receive a confirmation email containing your Gift Card code. 

How long is my gift card valid for? Our gift card validity depends on where in the world you are, please see our website T&Cs for more information.

Do I have to use the full amount in one order?
No you don't. The amount you spend will simply be deducted from your Gift Card credit. You can then use the same Gift Card code on a new order you place with us. 

Can I use a gift card during a sale? 
Yes! 

Can I use a gift card and make a payment on the same order?
Yes!

I placed an order using a gift card but now I want to return the items.
Orders paid using split payment (part Gift Card, part other payment method) will always be refunded to the Gift Card(s) first. Any remaining balance will be paid back to the other payment method originally used, which will appear in your account within 3-5 working days.

Can I buy a gift card for someone? 
Yes! Place the order using your details (name, & email address) and forward the Gift Card to them. Alternatively, you can print off the code and give it to them this way. 

Discounts

My discount code is no longer valid?
Our discount codes usually have a 7 day expiry, please get in touch with us via email or on our main Instagram account and a member of the support team will get that renewed for you.

Can I use more than one discount code at a time?
Unfortunately not. Our system will only apply one discount code at a time, they cannot be bundled.