Gymshark Parcel Not Delivered or Refund Refused? UK Guide
Gymshark ships through several parcel and locker carriers. The Consumer Rights Act 2015 makes Gymshark responsible until you take physical possession, so an order marked delivered that you never received is Gymshark's to resolve.
Who delivers your Gymshark order?
Gymshark typically uses: Evri, DPD, Royal Mail, InPost. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Gymshark, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Gymshark to deliver into your physical possession.
Gymshark contact and returns
- How to contact
- Gymshark runs no call centre. Email support@gymshark.com or use the support portal at support.gymshark.com; replies target 24-48 hours.
- Returns policy summary
- Gymshark accepts returns within its published window and charges for most courier returns. That window applies to unwanted goods and does not limit a claim for a parcel that never arrived.
How to claim a refund from Gymshark
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Gymshark via Gymshark runs no call centre. Email support@gymshark.com or use the support portal at support.gymshark.com; replies target 24-48 hours. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Gymshark refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Gymshark delivery FAQs
Is Gymshark legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Gymshark) is responsible for the goods until you take physical possession. Gymshark cannot redirect you to the courier because your contract is with Gymshark, not the courier.
How long does Gymshark have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Gymshark has no phone line — how do I escalate?
Escalate in writing on the same email thread. Set a clear deadline, say what you want, and keep the thread — that record is what your bank will ask for in a Section 75 or chargeback claim.
My Gymshark parcel went to a locker and disappeared. Who pays?
Gymshark, until you actually collect it. Goods sitting in a locker have not reached your possession, so Section 29 of the Consumer Rights Act 2015 still applies.
Gymshark asked me to wait for the courier investigation. How long is reasonable?
Give a defined period rather than an open one — five working days is a fair ask. Say in writing that you will escalate to your card provider if the deadline passes.