FAQ - Frequently Asked Questions

Your account

Do I need to have an account in the store?

You do not need to create an account to place an order in our store.. However registration allows you to gain access to history of your orders and attractive loyalty program.

How to create an account in the store?

To create the account in the store, follow the steps below: After registering your account in our store, you will receive confirmation via e-mail.

How to log into my account?

To log in, do as follows:
  • Click Log in
  • Enter your login or e-mail address and password
  • Click "Log in"
After logging in, you will be redirected into the store site which was last browsed.

I cannot remember password - what to do?

To reset password, follow the steps below: Check your mailbox to find a message with two links to:
  • automatic logging into store
  • setting new account password
Both links will remain active for an hour only. When you use the first link, remember to enter edit data instantly and change password.

How to delete account?

If you wish to delete your account in our store, contact us: You will receive an e-mail confirmation within 24-48 hours.

Orders

How to check order status?

For status of current orders, see here.

When the package is ready, you will receive the e-mail with confirmation and shipping document number,, as well as VAT invoice attached.

Editing and combining orders

It is not possible to edit the order which you have already paid for.. At any time you can modify the order as long as you still haven’t chosen a form of delivery and payment.

It is also not possible to combine orders, which have been placed separately.

Can I cancel an order?

Yes, you can do it provided it has not been packed and handed over to courier yet.

To do so, contact our Customer Service Office, dial 669 094 455 or send an e-mail to: bok@fitnesstrading.eu.

Where can I find a history of orders?

To display the history of orders:

How to use a discount code?

You can use the discount code in two ways:
  • by visiting this site and entering it
  • by entering it in the cart after clicking "Enter discount code"

Payments

How to pay for an order?

In the store you can pay for your order in the following way:
  • BLIK
  • fast online transfer
  • pay card - MasterCard or Visa
  • traditional transfer
  • cash on delivery
The up-to-date list of forms of payment is available here.

What currencies can I use to pay?

The store allows you to pay for your orders in PLN and euro.

Where to find bank transfer data?

Full bank transfer data are available here in the following sections: „Transfer in zlotys” or „Transfer in euro”.

Bank account numbers:
  • PLN - 04102038020000120201347087
  • EUR - PL23102038020000110201687458

How long does it take to post payments?

Online payments (e.g. BLIK) are made in real time. raditional transfers in PLN are posted on the same day or the following working day. In turn payments in euro may be deposited into our bank account within 2-3 working days.

Error during payment

If any error has occurred during payment:
  • check if your account has been charged
  • contact our Customer Service Office and give as many details about the problem as possible

Delivery

How to change delivery address?

Once you have logged into your account, go to Your account, and then Edit data.

In Delivery address you need to select Ship into other address (if not selected), click Add new address. In such case enter a new address and click Save address.

In our store you can define up to a dozen delivery addresses.

How much is shipping?

For up-to-date delivery price list see here. It informs you about potential free delivery, when the value of your order exceeds a specific amount.

What forms of delivery are available?

We ship packages through DPD courier, and to Paczkomaty InPost and Paczka w RUCHu points.

Too see forms of delivery and up-to-date price list, go here.

How long do I need to wait for delivery?

Delivery time depends on its form:
  • DPD courier, Paczkomaty InPost - next working day
  • Paczka w RUCHu - 3-4 working days

Do you send products abroad?

We ship orders to over 25 countries worldwide.

You can check up-to-date price list for foreign shipping here.

Returns and complaints

How to lodge a complaint?

To lodge a complaint go to Your account, and then click Add complaint..

In further steps, choose the following:
  • The order in question
  • Products in question
  • Method of products delivery
  • Delivery point
  • Form of refund
After filling the form in, our Customer Service Office will consider the complaint as soon as possible.

How much time do I have to return goods?

Every customer has a right to withdraw from the agreement within 14 days and the obligation to return the good in another period of 14 days.

Damaged product or missing product in the box

If the product you have received is damaged,remember to draw up a shipping damage report in cooperation with the courier, or to report your reservations immediately after you have collected the parcel from the point.

If you have realized that one of the goods is missing in the box, contact our Customer Service Office. We will do our best to send you the missing product as soon as possible and at our expense.

Who covers return costs?

When you return the product, you need to cover costs related o shipping product to our store.

When can I expect an answer/return?

Complaints are considered in the order of lodging them. Complaints are considered within 5 working days at the longest.

Refunds should be made within 5 working days after you have delivered the return package.

Loyalty program

What is loyalty program all about?

Thanks to the loyalty program, you can collect points for your purchases as per conversion factor 1 zł = 1 point. You can exchange points as per 20 points = 1 zł to be spent in the store.

For more details on how the program works, see here.

Where can I check the number of points?

You can check the number of points you have collected in the loyalty program when you log in the account and enter the tab Your account.

How to exchange points for products?

To exchange points for products, do as follows:
  • Log into your account
  • Find the product you need and click „Buy for points"
  • The product will be added to the cart with price in points
  • Once the order has been completed, the points will be reduced from your account

When am I going to receive points?

When you pay for an order via online transfer, loyalty points will be granted to your account within 24 hours.

When you choose cash on delivery, points will be granted within two days after you have provided courier with payment.

I should have more points!

Check if all orders have been placed from the same account and you can find them in the history. It is probable that you have two accounts in our store which gather points in the loyalty program.

This being the case you can transfer points into one account - to do so, contact the Customer Service Office.
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