Before You Order
FAQs
How quickly will my order arrive?
Orders are processed within 1 to 3 business days and, once dispatched, usually reach an EU address in 3 to 7 business days. Larger items such as treadmills and standing desks travel on a courier or pallet service and can take a few days longer. You will receive a tracking number by email the moment your parcel leaves the warehouse.
Where do your devices ship from?
Every device we sell is held in a warehouse inside the European Union and dispatched from there. That means an order going to an EU address never clears customs, so there is no import duty, no handling fee and no paperwork waiting for you at the door.
How much does delivery cost?
Delivery is free on every order and there is no minimum spend to qualify. You will see the cost confirmed as zero at checkout before you pay for anything.
Can I change my shipping address after I have ordered?
Email us as soon as you spot the mistake and include your name and order number. Address corrections are usually possible within the first 24 hours, but once the parcel has been handed to the carrier the address is locked and cannot be changed.
How do I track my order?
Your tracking number is emailed to you at dispatch and becomes active within 24 to 48 hours. If the tracking has shown no movement for more than 7 business days, send us your order number and we will chase the carrier on your behalf.
My tracking says delivered but nothing has arrived.
Check with anyone else at the address and with immediate neighbours first, as couriers frequently leave parcels in a safe place or with a neighbour. If it still has not turned up, email us within 7 days of the delivery date and we will open a claim with the carrier.
Will everything arrive in one parcel?
Not always. Larger hardware ships separately from smaller accessories, so parts of the same order can arrive one or two business days apart. Each parcel carries its own tracking number so you can follow both.
Something arrived damaged. What do I do?
Email us with your order number plus photographs of the item and the outer packaging. We will arrange a replacement or a refund, and you will never be asked to pay return postage on a damaged item.
Can I return a device if it is not right for me?
Yes. You have 30 days from delivery to request a return, provided the device is unused, complete with its accessories and back in its original packaging. Contact us to start the return and we will send you instructions and a label.
An item in my order is out of stock. What happens?
We will email you with the expected restock date as soon as we know it. If the item cannot be shipped within two weeks we refund that line automatically and send the rest of your order straight away.
How quickly do you reply to messages?
We answer messages and emails in the order they arrive, and in almost every case you will hear back within 24 hours.
