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FAQ

What does it mean to sign in / save my details?

Sign In is a feature offered by us to make your Checkout process quicker and easier.

The benefits? You can view your order history, set up multiple delivery addresses and include multiple forms of payment for future transactions.

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I've forgotten my password, what do I do?

On the log in page click forgotten password. Enter your email address and we will send you a temporary password. Once this has been entered, you'll be prompted to enter your own password.

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I have a new credit / debit card, how do I amend my online card details?

  • Sign in with your email and password
  • Go to My Account and select payment details
  • For each card you wish to remove, click on the 'remove card' link, which is situated to the right of that payment detail
  • Alternatively, if you are placing an order, you can use your new card details at the checkout and you have the option to save the card details so they can be used next time

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Am I able to amend my order once it's submitted?

Once 'submit order' is clicked, your order is sent immediately to our warehouse to process for delivery. Please contact us immediately so we can amend your order. If your order has been sent out for delivery then you’ll have to return your order at your own cost.

Please refer to our refund & returns policy here.

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What is the phone number for Customer Service?

Our customer service number is 0800 689 3018. Customers can chat to us live through the Live Chat app in the bottom right-hand corner of the website or email us direct at [email protected].

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How do I place an order?

Placing an order is simple, add the desired product to the shopping basket, once satisfied, click "Proceed to checkout" and the customer will be taken to the one page checkout. Billing and shipping information must be entered and payment information is entered on the right hand side. Customers can create an account for easier tracking of their order and to have information stored in our system for future orders, they can sign up with their e-mail address. 

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How do I return an item?

Hopefully you won't need to return an item, however, if you do, it is our aim to make this as simple as possible. By following the guidelines below you can help us help you when a product is not what you expected or faulty.

Your statutory rights are not affected by this guidance. If you have any questions please Email our customer service team at [email protected]

Under our 30 day money back guarantee you can return unwanted goods for free. Items should be unused in a saleable condition, with their original packaging and with all component parts and any promotional items received. You should include your invoice and a completed returns form. Click here for a form or call us on 0800 689 3018

Certain items are excluded from the guarantee which include special/one off orders for example gym outfitting where large quantities of flooring and several tons of equipment are purchased and bespoke strength equipment. These items are non-returnable and are not covered by distance selling rights.

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How do I return faulty items?

If you purchased the item less than 30 days ago you can return it under the 30 money back guarantee. Please make sure that you return all component parts and any promotional items received. You should include your invoice and a completed returns form. Email our customer service team at [email protected] for further advice.

If you purchased the item more than 30 days ago our aim is to get any problem put right as quickly as possible. In most instances we will either offer a repair or where this is not possible we will replace the item with the same or equivalent model.

If there is no warranty or repair service or you wish to return the faulty item, either drop it off at your nearest store or call 03330 112 112 to arrange a FREE carrier pick up.

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How do I know my promotion code has been accepted?

You will see that the promotional discount has been applied in your basket, A summary of the promotion will be displayed.

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Can I have my order delivered to a different address?

Yes. There is an opportunity for you to enter the delivery address details on the address page of the Checkout. Or, if you are registered with Strength Alliance, you can add in additional addresses in 'My Account'. To protect our customers all orders are subject to standard fraud checks.

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Why is my order sometimes delayed?

We despatch hundreds of parcels each week to gyms, fitness professionals and enthusiasts UK & EU wide for 48hr delivery. In some cases a small number of parcels may be delayed, however we pride ourselves that over 97% of all orders received by 7pm will be delivered within 48hrs (to 48hr delivery areas). Click here for more delivery information.

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Why are my items arriving in separate packages?

We are currently upgrading our distribution centre. If you ordered multiple items, you may receive these items in separate deliveries or parcels, with separate tracking IDs. Your items will still arrive within our specified delivery times.

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What are my payment options?

We accept Visa, Mastercard, Discover & American Express.

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When will my order be processed?

All orders will be processed within 24hrs.

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Why am I being charged sales tax?

Strength Alliance is required by law to collect sales tax on orders shipped in the UK & EU. We do not charge VAT to customers outside the UK if they are a VAT registered business and input there VAT registration number in the checkout. Please contact us for further information and assistance. More information can be found here.

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How do I use a promotion code?

The promotion code must be entered at the Checkout screen, in the Promotional Code field.

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What shipping methods do you offer?

All orders are shipped within 24hrs.

We currently use Parcel Force, TNT Express and kerbside pallet delivery for all deliveries across the UK and EU.

For more delivery information please read our delivery policies here.

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What are your shipping rates?

Our shipping rates are based on weight, volume & location. A shipping quote can be obtained through the checkout once an address has been entered or alternatively you can get in touch with us using the Live Chat app or email at [email protected]

For more delivery information please read our delivery policies here.

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Can I track my order?

Yes. Once your item has been dispatched you will receive an email with the courier's details and your consignment number.

For more delivery information please read our delivery policies here.

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How long will it take for my order to be delivered? 

We try to ship all orders within 24hrs. All UK Mainland orders are shipped with a 48hr service with the exception of pallet deliveries which can take up to 5 working days. 

EU orders will be delivered within 10 working days. 

For more delivery information please read our delivery policies here.

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What is your return policy?

Our Return Policy can be found here

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What is your privacy policy?

Our Privacy Policy can be found here

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