FAQ
General
Looking for quick answers? In this section, you’ll find general information about EQYP, our products, sizing, account details, and other frequently asked questions to help you get started quickly and easily.
How can I stay up to date with all your deals and news?
Subscribe to our newsletter off course. You will benefit from exclusive offers, be the first to know about upcoming products and will receive a discount code of 10% on you first order. Awesome right? Sign up at the bottom of this page!
I have a store and want to sell your products.
Do you have a store and want to sell our products? Is your business interested in the EQYP brand? Let's grow together! Please get in touch with United Sports Brands Europe for any business inquiries.
How do I apply for sponsorship?
Are you a personal trainer, yoga and/or pilates instructor or an influencer and looking for a partnership? We're always open to explore new opportunities and expand the good reputation of our brand. Let's get in touch. We're looking forward to meeting you!
Orders
Have questions about your order? Here you’ll find everything you need to know about placing an order, using discount codes, receiving confirmation emails, and making changes to your purchase. We’re here to make your shopping experience as smooth as possible.
My discount code doesn't work.
We hope you understand that different discounts cannot be combined in a single order. For example, if you have bought an outlet item, you can’t additionally use a promocode on top of this.
Can I cancel my order after I've placed it?
We are sorry to hear that you have changed your mind. Please take note that once the order has been placed, we're unable to cancel or modify the order. All sales are final.
Not to worry though. We have a 30-day return policy and provide a return label with each delivery.
I didn't get my confirmation email. What should I do?
If you didn't receive the order confirmation, don't place your order again until you're sure the order didn't go through, or you may end up with a duplicate order. Please be patient if your order confirmation isn’t delivered to your inbox straight away – it can take a couple of hours. Also, it’s best to check your spam/junk mail. If the confirmation-email still isn’t there, it’s best to reach out to our Customer Experience Team.
I entered the wrong email address. What should I do?
These things might happen. Not to worry though. Please reach out to our Customer Experience Team, they can send you your confirmation and tracking details directly.
Delivery
From shipping costs and delivery times to tracking your package, this section covers everything related to the shipment of your order. You’ll also find answers to questions about delays, incorrect addresses, or missing parcels.
Are there any shipping costs?
Shipping costs may vary slightly depending on where you want to ship your order, but free shipping is always provided when you order above €75,00.
To which countries do you ship?
We ship all over Europe. Here is the list of countries we ship to at the moment.
- Belgium
- Netherlands
- Germany
- Luxembourg
- Austria
- France
- Italy
- Sweden
- Poland
- Slovakia
- Slovenia
- Spain
- Croatia
- Estonia
- Finland
- Ireland
- Latvia
- Lithuania
- Portugal
- Greece
- Switzerland
- UK
If you wish to ship to another country, you can contact our Customer Experience Team. We can bring you in contact with our local partners.
How long will it take for my order to arrive?
Eager to receive your order and you want to count down the days? To see how long your shipment will take to arrive at your destination, take a look at our shipping page!
How do I track my order?
Once you placed your order, you can also expect a tracking email from our shipping partner as soon as we processed your order. If you didn’t receive it, make sure to check your spam/junk email. If you really didn’t receive anything, kindly reach out to our Customer Experience Team.
I've made a mistake with my address.
Well, these things happen.
Once your order has been picked and shipped, there is nothing much we can do about this. Don’t worry too much though: packages with incorrect or incomplete addresses are returned automatically by our shipping partner and will be refunded.
If you are worried, you can reach out to our Customer Experience Team. We can contact our shipping partner directly and ask them to return your package (mention your ordernumber!).
The fastest way to still receive your order is to place a new order. And this time, make sure to double check if your address is correct.
My order is taking too long to arrive.
We are eager for you to get your order ASAP! Sorry if it is taking longer than expected. Have you already checked our shipping page to see how many days it will take for an order arrive?
Make sure to check with your family and neighbours that nobody has collected the package on your behalf and forgot to tell you. If this is not the case, you can reach out to our Customer Experience Team. They are happy to check it for you.
My package says delivered, but I didn't receive it.
Make sure to check with your family and neighbors that nobody has collected the package on your behalf and forgot to tell you. If your package still hasn’t turned up, reach out to our Customer Experience Team. They will figure it out.
What happens if my package is returned?
Sometimes, the parcels are returned due to an incomplete/incorrect address, unclaimed, the addressee is unknown or has moved. Don't worry, these packages will be refunded.
Payments
Need more information about payment methods or transaction issues? In this section, you’ll find all the details about secure payments and the available options to complete your purchase safely and conveniently.
What methods of payments do you accept?
We offer a couple of different payment methods. We accept the following cards: Visa, Mastercards, Maestro, American Express and UnionPay. You can also use PayPal, Shop Pay, Google Pay and ApplePay. Belgian customers can also use Bancontact and Dutch customers can use iDeal.
Return Policy & Complaints
Not completely satisfied with your order? Here you can find all information about returns, refunds, exchanges, and reporting damaged or incorrect items. We’ll help you resolve any issue as quickly and efficiently as possible.
What is your return policy?
We have a 30-day return policy, meaning that you can return any item for any reason within 30 days. Make sure the items are undamaged and unworn. You can request a free returnlabel on our return page. We greatly appreciate your feedback!
What is your return policy (UK)?
We have a 30-day return policy, meaning that you can return any item for any reason within 30 days. Make sure the items are undamaged and unworn.
You can request a free returnlabel on our return page. Make sure to only use the label provided by us, to return your items.
The use of a different shipping label will occur additional custom costs, which will be refused, and your shipment will only be returned to you.
I want to trade my current size for a different size.
We do not offer exchanges. All items that are returned to us (in good order) will be refunded. If you require a different size, you can just place a new order for this.
If you are unsure about which size to get, use the size guides. You are also free to order multiple sizes and make use of our 30-day return policy.
I’ve returned an item, when can I expect a refund?
Once your return has arrived back to us, it will be processed within two business days.
The refund will be released to the card or account you used, to make your purchase. Please note that the payment provider you used, might need some additional days to process your refund. This time may vary depending on the provider.
If your refund is taking longer than expected, feel free to reach out to our Customer Experience Team.
I received a damaged/faulty product. What should I do?
We apologize for this! Reach out to us, using the claim form. And make sure to provide the order number and some pictures. This way we can solve the problem as soon as possible. Kindly note, we can only accept claims from products bought directly on our website. If you bought from a different store or webshop, reach out to them directly.
Can I get a refund if the price has changed?
We are sorry to hear you missed out on a good deal. Kindly understand we are unable to honor any promotions for orders placed outside of the promotional period as this would be unfair to the rest of our customers.
To always be to first to know about our upcoming promotions, make sure you are subscribed to our newsletter.
I bought my product on Amazon or another store. Can I return an item or file a complaint?
Sorry, we are unable to assist you with any purchases made outside of our site. Please reach out to Amazon or the store where you bought the item for more information on their return policy.
Just as any other store in Europe, Amazon is obligated to follow European consumer law and provide you with a warranty for 2 years and replace any items you bought with a valid warranty complaint.
Kindly contact Amazon or the other store directly for any complaint you have on purchases made on their website.