Question 1

Delivery Information

Accepted Answer

Please select your location from the dropdown menu below. Delivery timeframes are updated in real-time at the moment of your order and may change. If you've already placed an order, refer to your shipping confirmation email for the estimated delivery date and tracking details.

Question 2

Important Information

Accepted Answer

• After placing your order, you will receive a confirmation email. Once your order is dispatched from our warehouse, you will receive a second email with your tracking information.
 • Delivery timeframes commence from the day after your order is placed unless otherwise indicated.
 • Purchases of Gift Cards are excluded from qualifying for any free shipping thresholds.
 • Unfortunately, we cannot deliver to military addresses within EU countries.
 • If your order does not arrive within the expected timeframe or is damaged upon arrival, please contact our customer service team for assistance.

Question 3

How to Track Your Officialmodau Order

Accepted Answer

Once your order has shipped, you'll receive an email titled "Your Order is on the Way," which includes your tracking link. You can also track your order by logging into your Officialmodau Account.

Question 4

Already have a Officialmodau account?

Accepted Answer

1. Log into your Account.
2. Check the fulfillment status of your order.
3. If the order has been fulfilled, select it (If it’s not fulfilled yet, please check back in 24 hours to allow more time for processing).
4. Click on the tracking link to view the status of your shipment.
Alternatively, you can click the tracking link provided in your shipping confirmation email.

Question 5

What if My Tracking Hasn’t Updated?

Accepted Answer

No worries! Tracking numbers usually update with couriers every 24-48 hours. However, delays can sometimes occur while your order is in transit.
First, check your tracking to see if there’s an issue, such as an incorrect address or Customs Fees.
If you notice that your address was entered incorrectly or incompletely, please refer to the guidance HERE.
If your tracking hasn't updated in a few days, don’t panic! Your order is still on its way. However, if there’s no update after 6+ working days, please reach out to our Customer Support team for assistance.
For orders placed to Puerto Rico, Hawaii, US Virgin Islands, Guam, APO, and FPO addresses, please allow at least 14 days for your tracking to update before contacting our team.

Question 6

Missing Items from Your Order?

Accepted Answer

We apologize if some items from your order are missing. Don't worry; this may happen if your order is being shipped in multiple packages.

Question 7

Missing Items But Your Order Seems Complete?

Accepted Answer

We apologize for any inconvenience. Sometimes, items may be out of stock and we are unable to fulfill your entire order. If this happens, we will notify you via email, so please also check your junk/spam folder.
If you’ve checked for separate shipments and haven’t received an out-of-stock notice, please reach out to us so we can investigate further. Please note that any claims for missing items must be made within 7 days of the delivery date.

Question 8

Check for Separate Shipments

Accepted Answer

Your order might arrive in different packages due to stock availability. To check if your items will be delivered separately, review your shipping confirmation email titled "Your order is on the way." If your order is split into multiple shipments, you may receive another email titled "Some items in your order are on the way," with more details on the remaining items.

Question 9

Received the Wrong Item?

Accepted Answer

If you’ve received an incorrect item or your order is damaged, please contact us with the following details, and we’ll resolve the issue:
 • Your order number
 • The name of the item you did not receive
 • A photo and the name of the item you received by mistake
Please ensure all claims for incorrect items are made within 14 days of the delivery date.

Question 10

Shipping Restrictions

Accepted Answer

We are currently unable to ship to the following locations:
Afghanistan, Belarus, Burundi, Bonaire, Cambodia, Central African Republic, Cuba, Democratic Republic of Congo, Guadeloupe, Iran, Iraq, Kosovo, Lebanon, Libya, Mali, Martinique, Myanmar, Nicaragua, North Korea, Northern Marianas Islands, Oaxaca Region of Mexico, Pakistan, Réunion, Russia, Somalia, South Georgia and South Sandwich Islands, South Sudan, Sudan, Gauteng Province of South Africa, Syria, St. Barthelemy, St. Martin, St. Pierre and Miquelon, Ukraine, Venezuela, Yemen, Zimbabwe.

Question 11

Returns Policy

Accepted Answer

If you wish to return an unwanted product, it must be sent back within 30 days from the delivery date of your Officialmodau
 order (for online purchases) or from the purchase date (if bought at our London Retail Store).

Question 12

Eligible Items for Return

Accepted Answer

We understand that sometimes items might not be a perfect fit, and you may want to return or exchange them. You can return items within 30 days as long as they were purchased from gymshark.com or our Gymshark App and are still in their original condition. Please note the following exceptions:

• Underwear & Swimwear cannot be returned due to hygiene reasons.
 • Socks can only be returned if they remain sealed in their original packaging.
 • Bottles are non-returnable due to hygiene reasons.
 • Personalized items cannot be returned.
 • Supplements can only be returned if unopened, with the seal intact, and in perfect, resalable condition with original packaging.
 • In the US and Canada, items with a final discount of 60% or more are considered 'Final Sale' and are not eligible for returns, exchanges, refunds, or store credit. These items will be clearly marked as 'Final Sale' during purchase and at checkout.

This policy does not affect your statutory rights.
To qualify for a full refund, all eligible returns must be unworn, unused, unwashed, and in the same condition as when you received them. If an item is returned in a damaged, worn, or unsuitable condition, we won’t be able to process a refund. All items are thoroughly inspected upon return.
For purchases made at our London Retail Store, a valid original receipt or e-receipt is required. Detailed return information for our London Retail Store is available on the United Kingdom returns information page.

Question 13

Refund Processing Time

Accepted Answer

The refund process can vary depending on the time taken by your chosen return courier to deliver the items back to us. However, once the return reaches our warehouse, we will process it within a maximum of 7 days.

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