Four new capsules. One growing family. Explore the Adapt Collection and its newest family member...
BLACKOUT IS BACK.
And this time it's personal. No head starts. No special treatment... this is anyone's game.
With that in mind, we're sure you have a tonne of burning questions, that obviously, we'd be more than happy to answer...
Keep reading for all the answers to your frequently asked questions.
. . .
BLACKOUT, BUT MAKE IT FREE SHIPPING:
If up to 70% off wasn’t enough reason in itself, we’re adding FREE shipping to Blackout, across ALL stores.
Live from Thursday 28th of November at 7pm GMT, there’s never been a better time to act and grab want you want. Don't miss out.
DISCOUNTS IN YOUR REGION... click below.
Canada: Female Discounts. Male Discounts.
French: Female Discounts. Male Discounts.
German: Female Discounts. Male Discounts.
Dutch: Female Discounts. Male Discounts.
Everybody else.... (US/UK/AUS...etc), click below.
WHY ARE YOU GHOSTING ME?
We understand that you might have a few extra questions, or experience an issue during Blackout which means that you'll slide into our wonderful Customer Support Teams DM's... if you don't receive an immediate response, please be reassured that we will be working round the clock to answer your DMs and e-mails as quickly as possible.
Please note, to ensure that we can handle your responses as quickly as possible, please do not message Customer Support on more than one channel, and please do not send multiple messages regarding the same issue. If you do, this will move you to the back of our inbox - you know how these things work...
Gymshark Blackout will start on the 25th of November, at 7PM GMT. Click here to find out what time Blackout starts in your country! (Just enter 7PM GMT and then your country of residence to find the equivalent start time).
Unfortunately, we haven't yet confirmed an end date, but all stock is subject to availability.
Please be aware, that as the business grows it does mean that we are vulnerable to fake accounts claiming to sell Gymshark clothing. Therefore, when placing an order with Gymshark, please order from gymshark.com, as this is the only place in which you will find real and authentic Gymshark clothing and accessories.
TAKE SOME TIME TO WINDOW SHOP!
On November 22nd at 7PM GMT, the site might look normal, but we'll be turning the shopping functionality off at gymshark.com.
This means that you won't be able to add items to your basket or checkout until Blackout goes live on November 25th at 7PM GMT.
That's three whole days to peruse all of the discounts available during Blackout.
Now, we know that's a lot to take in, but please remember that any items you try to add into your basket will be removed once Blackout goes live.
We can’t give you all the juicy details (YET!) but rest assured you’ll be able to shop selected lines with up to 70% off.
If you can't wait any longer, be sure to take a peek at our Men's and Women's Blackout top picks (with discounts included).
Oh, and we'd recommend that you keep checking back throughout the week… Why? Well, we’ll be dropping a few new Gymshark products. Please note, these items won’t be discounted during the Blackout sale, but they’re definitely worth keeping an eye out for.
Are Afterpay and Klarna available to use during Blackout?
Yes, and no...
Klarna unfortunately, won't be able to be used until Tuesday 26th November for those in the UK, Germany, Norway and Sweden.
Afterpay will be available to use from the get-go on November 26th (5AM AEST) in Australia, but unfortunately, won't be able to be used until the second day of Blackout for those in America (Tuesday 26th) - that was confusing...time zones, ey.
Take a look at our size guides below...
I CAN'T LOG INTO MY ACCOUNT...
Don't panic. We've turned off the feature allowing people to log into their Gymshark Account for the initial start-up period of the sale, but it will only be for a few hours! This means that you won't be able to view your order history or use pre-saved addresses during the checkout process.
Please note, any orders placed during this time frame of Blackout will still appear in your customer account/order history (as long as you've used the same email address as your account) once the feature has been turned back on later in the day.
Absolutely! During Blackout, students, apprentices, and public service personnel can obtain a 10% discount (which can be used in conjunction with the on-site discount) from our affiliate partners. Please note, some of these offers won't be live until the start date of Blackout (25th November 2019, at 7PM GMT) :
• Student Beans (Global)
• Youth Discount (UK)
• Blue Light Card (UK)
• Defence Service Discount (UK)
• Veterans Advantage (US)
• Mecenat (Sweden)
• Studentkortet (Sweden & Norway)
• Oy Frank Students (Finland)
WILL ITEMS BE RESTOCKED DURING BLACKOUT?
Sometimes your order isn't quite what you expected... maybe the fit wasn't quite right, or the colour just wasn't you.
With that in mind, items can be returned to us, so don't be surprised if an item that was previously out of stock becomes available again. We'd suggest checking back every now and again to see if the item you previously had your eye on has since become available.
ARE MY ITEMS RESERVED IN THE CART?
Adding an item to your cart does not reserve the stock for your final checkout. Stock is only allocated once payment has been confirmed.
If an item does happen to go out of stock by the time you reach checkout, we recommend proceeding with your payment for the remaining items in your cart. If you go back to add another item, you risk the website resetting your place in the queue.
Please note that any items in your cart prior to the sale, will be removed when the website updates on November 25th at the launch of Blackout.
ONE OF MY ITEMS HAS GONE OUT OF STOCK, AND NOW I DON'T WANT MY OTHER ITEM...
Unfortunately, if an item does happen to go out of stock by the time you reach checkout, we don't currently have the functionality to remove any additional items from your basket.
If you do try and remove an item, this will result in the website taking you back to your cart; resetting your place in the queue and putting your other items at risk as you begin the checkout process again.
In this instance, we'd recommend proceeding with your order/checkout and returning any items you no longer wish for via our returns portal.
THERE IS A QUEUE AT CHECKOUT, SHALL I REFRESH THE PAGE?
There may be a chance that you experience a queue during checkout, but please do not refresh the page as this will lose your place in the queue. We'll get you through as quickly as possible, but waiting time could be up to 45 minutes!
I HAVEN'T RECEIVED AN ORDER NUMBER, BUT MY MONEY HAS BEEN TAKEN...
If you haven't received an order confirmation email within 24 hours and were not redirected to the order confirmation screen, please check with your bank to see if the payment has gone through. If a payment has been taken, please then contact our Customer Support team for further assistance (it may just be that in the rush of Blackout, you entered your email address in wrong)...
• If you find that your bank account has been charged but you haven’t received an order confirmation email, and haven't landed on the order confirmation screen, it is unlikely that your order has been received.
Unfortunately, in this scenario it is likely that your money is being held by the bank, so please contact your bank to ensure that this money will be refunded to you.
• If you don’t receive an order confirmation email, haven't landed on the order confirmation screen and the money hasn’t been taken from your bank account, it is unlikely that your order has been received.
In both of the instances above we'd recommend heading back to gymshark.com to place your order.
I HAVEN'T RECEIVED AN ORDER NUMBER?
Please keep a close eye on your inbox for an order confirmation email. Please note, if you're quick off the mark and order during the first few hours of Blackout you may experience a delay in receiving your order confirmation email.
I'VE ENTERED THE WRONG EMAIL ADDRESS...
We understand that when you're rushing to fill your basket with a tonne of Gymshark goodies mistakes happen, and you may have entered the wrong email address. Please contact Customer Support for assistance if this is the case.
Once you have placed an order, if you have been re-directed to the order confirmation screen, rest-assured, we have received your purchase and we're getting it ready.
Feel free to take a screenshot of the order confirmation screen for peace of mind, we know how it is!
WHY HAS MY ORDER BEEN CANCELLED?
If your order has been cancelled and suspected fraudulent, don’t panic! This is an automated message generated when our payment security system detects that something is wrong.
It may be that the billing address that you have entered does not match the card you are using when trying to checkout.
If your order is cancelled, please get in touch with our Customer Support Team. They’re pretty ace and have the ability to look further into the reasoning behind your order cancellation, to prevent it happening again!
Please note that if your order is cancelled and suspected fraudulent, you won’t be able to place another order for the following 24 hours. Any orders made will automatically be declined by our server.
CAN I CANCEL MY ORDER?
Please note that during the initial start-up period of Blackout, the functionality to cancel your order will be disabled.
If upon receiving your order, you still no longer wish for the items, you're more than welcome to return them via our free returns portal.
I’VE MADE A MISTAKE ON MY ORDER, CAN I CHANGE IT?
Unfortunately, once an order has been placed it cannot be changed.
In this instance, we'd recommend proceeding with your order and returning any items you no longer wish for, via our returns portal.
I PLACED MORE THAN ONE ORDER, CAN I COMBINE THEM?
If you have placed multiple orders, we are unfortunately unable to combine these or refund shipping charges.
This also includes being able to amend your delivery address, add to your order, remove an item or amend sizes.
To double check the shipping price in your country, please check here.
During Blackout express shipping will be disabled but please see the costs for standard shipping in your country below:
• USA $5. Free above: $75 USD
• Canada $4 CAD. Free above: $100 CAD
• United Kingdom £4. Free above: £35
• Republic of Ireland 5€. Free above: 50€
• France, Austria, Belgium, Netherlands, Luxembourg 5€. Free above: 50€
• Germany 3.90€. Free above 70€
• Denmark 40 KR. Free above: 550 KR
• Finland 5€. Free above: 75€
• Norway 80 KR. Free above: 650 KR
• Sweden 50 KR. Free above: 650 KR
• Australia & New Zealand $10 AUD. Free above: $120 AUD
• Hong Kong, India, Japan & Singapore $9. Free above: $99
• Rest of World $15. Free above: $150
POSSIBLE SHIPPING DELAYS...
During Blackout, please note that the option for express shipping will be turned off.
Due to exceptional volumes during our sales, orders may take up to 7-10 working days to dispatch. We seriously appreciate your patience during this time.
My Friend Has Their Order... Where's Mine?
If someone you know placed their order after you, but received their package first, please don't worry!
To keep everything running as smoothly as possible in the warehouse, parcels are packaged in a systematic way, rather than chronologically. Rest assured, we're working to get yours to you as quickly as we can - just keep an eye on your emails for your shipment email!
I AM MISSING SOME ITEMS IN MY ORDER...
Due to stock availability within our warehouses, your order may be dispatched in separate packages.
Do not worry! You will receive an email from our Customer Support Team to notify you, if this is the case.
Yes! Our returns policy during Blackout will remain the same - you can still return an item if it's not quite right.
Please note, we don't offer exchanges at the moment. For more information about our returns, please click here.
Will the returns policy be extended?
Yes! If your order is placed between November 25th and December 25th, you'll have until January 31st, 2020 to return your items.
For any queries you may have regarding returns, deliveries etc. please check out our general FAQs.