Help & FAQs

Returns & Refunds

HOW DO I RETURN MY ITEMS?

We offer free returns to the following countries;

United Kingdom (mainland), United States, Canada, Germany, Austria, Switzerland, France, Belgium, Netherlands, Sweden, Denmark, Finland, Norway, Australia, New Zealand and Ireland.

If your country is not listed here you may be responsible for the cost of your return.

In the unlikely event you've received a faulty item, check out our 'Received a faulty item?' FAQs below.

Please don't return any damaged or incorrectly delivered goods unless you're told to by a member of our support team. If you do this, it will delay us resolving your issue.

MORE QUESTIONS?

Please contact our support team here.

RETURNS POLICY

HOW LONG IS YOUR RETURNS PERIOD?

EXTENDED CHRISTMAS RETURNS POLICY

We've extended our returns period from our usual 30 days return policy for customers who have purchased gifts in the lead up to Christmas.

Purchases made online, or in our Germany store, between 16th October 2023 and 1st January 2024 can be returned* up until 31st January 2024. Purchases made from 2nd January 2024 onwards will have 30 days to return.

*Please see below for any exceptions

WHAT ITEMS CAN I RETURN?

We get it - sometimes something just doesn't work for you and you want to return or exchange. As long as item(s) are still in their original condition, you can return these up until 31st January 2024. Please see the below for any exceptions to this rule: 

  • If an item is marked as 'Final Sale', this item is non-returnable.
  • Personalised items can't be returned.
  • Supplements are only returnable if unopened, where the seal remains unbroken, and in a perfect resalable condition, in its original packaging.

To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed and in the same condition you received them. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return.

If you purchased items at our Germany Retail Store, you must have a valid original receipt or e-receipt.

WHEN WILL I GET MY REFUND?

This can depend on how long it takes your chosen returns courier to get the items back to us before being processed for a return at our warehouse.

GOOD TO KNOWS...
  • We only offer refunds onto the original payment method used to make the order.
  • For purchases where a gift card is used to cover the full or part of the order total, the refund will be applied to the gift card first.
  • Refunds can take up to 7 days to be processed from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.
  • If using a Happy Returns Bar in the US or returning to our German Retail Store, a refund will be immediately processed upon return.

CAN I COMBINE MULTIPLE RETURNS INTO ONE RETURN?

Returns registered separately can't be returned in one package, even if they are from the same order. Combining the returns into the same package will slow down the refund process, so please package separately!

Please retain any proof of return postage receipts as we may need to view these as part of your return.

If you've already sent back multiple returns in one package, let us know so we can look into this for you.

DO YOU OFFER EXCHANGES?

Exchanges are currently available on the following stores;

Australia & New Zealand, Canada, Denmark, Europe, France, Finland, Germany & Austria, Netherlands, Sweden, United States, United Kingdom (including at our German Retail Store for purchases bought in store or orders placed on our German online site). 

Exchanges are currently not available on our Norway, Switzerland and Rest of World stores.

Exchanges via Happy Returns can only be made for a different size of the same item, not a completely different item.

If you opt for an exchange, we're unable to ship out your chosen item until the item you're returning is scanned in at our warehouse. This means we're unable to pre-reserve any item(s) that are chosen for exchange.

If for any reason we're unable to process an exchange, you'll receive an email confirming a refund to your original form of payment. A refund can take up to 5 working days to be processed and returned to your account.

POP UP STORES & EVENTS RETURNS POLICY

Returns from pop-up stores and rev1997 events are accepted under our usual returns policy, however we'll need you to get in touch with us and provide your e-receipt so we can verify your purchase, open your account portal and issue a refund*

*Where cash has been used to purchase, items that are eligible for a return can only be refunded with store credit in the form of an e-gift card.

If you paid using debit/credit card, we'll be able to refund onto the original payment method providing you're able to provide proof of purchase. Your e-receipt contains your order number which we'll need to find your order and begin the return process.

A refund or store credit will be issued once we've received your return back at our warehouse.

RECEIVED A FAULTY OR INCORRECT ITEM?

For information on what to do with a faulty item, check out our faulty item article below.

For information on what to do if you've received an incorrect item, see our incorrect item process below.

MORE QUESTIONS?

Please contact our support team here.

CAN I EXCHANGE MY ITEM?

Received your latest rev cases , but something's not quite right? No problem!*

Exchanges can be made for a different size, allowing you to return the unwanted item(s) as part of the returns process, whilst opting for a different size to be delivered out to you instead. And the best part is, exchanges for the same item are free, but must be made within 30 days of receiving your order!

ARE EXCHANGES AVAILABLE FOR EVERYONE?

*Unfortunately, exchanges are currently not available on our Norway, Switzerland or Rest Of World store just yet, but we're working hard to make that happen soon!

IS AN EXCHANGE GUARANTEED ONCE OPTED FOR?

In short, no. If you opt for an exchange, stock isn't immediately reserved and it's possible that the item(s) requested are no longer available when processed. If this is the case, you'll be refunded for the item(s) back to your original payment method and we'll send you an email to confirm this.

Still want the item but it's currently out of stock? Susbcribe to our newsteller at the bottom

HOW LONG DOES IT TAKE TO RECEIVE AN EXCHANGE?

Once your parcel has been delivered back to our warehouse, we aim to have your return processed within 7 days.

If your exchange is approved, we'll usually get this dispatched out to you within 1-2 days and we'll be in touch shortly after via email with your new tracking link.

If you haven't received an email to confirm your exchange within 7 days, let us know and we'll have a look into this for you - Remember to check your junk/spam.

MORE QUESTIONS?

Please contact our support team here.

I STILL HAVEN'T RECEIVED MY REFUND

WHY HAVE I NOT RECEIVED MY REFUND?

If you've sent back your return but you're still waiting on your refund, we know it sucks, but this can be due to a few different reasons...

Depending on the country you're from and the returns courier when returning your item(s), delivery times back to our warehouse can vary from a few days to approx 30 days.

HOW CAN I CHECK THE STATUS OF MY RETURN?

In the first instance we'd advise checking your return tracking, (if the courier you chose to return your items with provided one) and look out for an update that states it's been 'Returned', 'Delivered', 'Returned To Warehouse' or similar. This means the item(s) is back at the warehouse and will be checked and scanned by our team within 7 days. Sit tight, and we'll be in touch via email once the return has been processed to confirm your refund.

Once processed, your refund can take 5 days to appear in your account, once released by your bank.

HOW LONG DOES IT TAKE FOR RETURNS TO BE REFUNDED?

If your return tracking has not received an update within the timeframe specified, feel free to get in touch with us!

Please include in your message:

  1. Proof of return postage (e.g a photo of your receipt)
  2. Your order number (e.g #DE123456)

A member of the team will then get back to you as soon as we can!

MORE QUESTIONS?

Please contact our support team here.

HOW CAN I RETURN SOMETHING IF I BOUGHT IT AT YOUR EVENT?

RETURNS FROM PURCHASES AT REV1997 EVENTS

First of all, we hope you enjoyed the event!

Let’s face it, returns can be a bit of a hassle. You’ve ordered something, and now you’ve got to send it back. Yawn. But don’t panic, we'll try make it as seamless as possible.

Returns from pop-up stores and REV1997 events are accepted under our usual returns policy, however we'll need you to get in touch with us and provide your e-receipt so we can verify your purchase, open our returns portal and issue a refund*

PAID WITH A DEBIT/CREDIT CARD?

If you paid using debit/credit card, we'll be able to refund onto the original payment method providing you're able to provide proof of purchase and return the items to us.

WHAT IF I PAID CASH AT THE EVENT?

*Where cash has been used to purchase, items that are eligible for a return can only be refunded with store credit in the form of an e-gift card.

A refund or store credit will be issued once we've received your return back at our warehouse.

Simply send a message to our Customer Support team with the following details: 

  • Full name
  • Email address (as used at the event)
  • Your home delivery address
  • Photograph or scanned copy of your receipt - You should have receive an e-receipt to your email address (Don't forget to check your junk/spam)

Our team will then use the information to create your returns label so you can return the product(s) to us free of charge.

Once we've received the return at the warehouse, we'll process your refund (if paid card) or send you an e-gift card (if paid cash) so you can purchase from our online store in your own time - Win, win.

Be sure to follow us on socials and sign up to our Newsletter to be the first to know all the deets about future Gymshark events!

MORE QUESTIONS?

Please contact our support team here.

I'VE RETURNED A NON-REV1997 ITEM BY MISTAKE

I'VE SENT A NON-REV1997 ITEM BACK TO YOU, WHAT DO I DO?

We don't know what's worse, someone curling in the squat rack or sending back the wrong item to us in your return? - We'll let you decide.

You can contact us with the following information and we'll look into it for you;

  • Your full name
  • Your email address
  • The order number associated with your return (e.g #DE1234567)
  • The date you returned the item
  • A description of the item you've returned (please include any photos of the item)

As soon as the information we need from you is sent to us, we will begin an investigation and do our absolute best to try and retrieve your item for you. We’ll of course always do our very best to help out, but unfortunately can’t make any promises!

Anything accidentally or incorrectly returned our way (that’s not a REV1997 item) will be the responsibility of the sender, not REV1997.

MORE QUESTIONS?

Please contact our support team here.

RECEIVED A FAULTY ITEM?

We're sorry if you've received a faulty item! There's no need to return the item to us at this stage.

Unfortunately, we're only able to help if you purchased your item(s) from us directly. If you purchased from a third-party retailer or reseller, we'd recommend contacting them directly.

If you've purchased your item from our official web store rev1997.com, our Hellhorn Street German store, or a rev1997 event/pop-up, send us a message and we'll look into this for you.

Please send our Customer Support Team:

  • Your name and email address
  • Order number (e.g #DE123456)
  • Item name/description (if known)
  • Photos that show:

1. The fault as clearly as possible

2. Full-length photo of the item

3. The rev1997 logo and label

All claims for orders arriving with damaged or wrong items must be made within 7 days of the delivery date.

If you are a DE based customer, you may alternatively pop into our German Store. Please ensure you take with you:

  • Your Order Number or a receipt 
  • The faulty item(s)

If you don't have your Order Number or receipt available, then a return will be at the store manager’s discretion and will be for either an exchange only or processed to a gift card. You will be entitled to a refund or exchange equal to the current price of the faulty item(s). 

MORE QUESTIONS?

Please contact our support team here.

Orders & Delivery

DELIVERY INFORMATION

THINGS YOU NEED TO KNOW...

  • You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse.
  • Gift Card purchases don't count towards the free shipping threshold.
  • In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.
  • Unfortunately, we're unable to deliver to Military Addresses in EU countries.

SHIPPING EXCLUSION LIST

We currently do not ship to the following places:

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 Sudan, Sudan, Gauteng Province of South Africa, Syria, St. Barthélemy, St. Martin, St. Pierre and Miquelon, Ukraine, Venezuela, Yemen, Zimbabwe.

MORE QUESTIONS?

Please contact our support team here.

HOW DO I TRACK MY ORDER?

HOW DO I TRACK MY REV ORDER?

You'll receive an email once your order has shipped titled "Your Order is on the way", containing your tracking link. Alternatively, you can log into your rev1997 Account and track your order!

ALREADY HAVE A rev1997 ACCOUNT?

  1. Log into your Account
  2. Check the fulfilment status for your order.
  3. If the order has been fulfilled, select the order
  4. Click on the tracking link to be directed to your tracking

Alternatively, you can use the link provided in your shipping confirmation email.

WHAT IF MY TRACKING HASN'T UPDATED?

No stress! Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

In the first instance, check your tracking to understand if your order has been held up by the courier due to issues such as an incorrect address or Customs Fees.

If you've realised that you've entered an incorrect or incomplete address, please see Contact US.

If your tracking hasn't updated in a few days, don't panic, your order should still be on the way to you. However, if your tracking hasn't updated in 6+ working days please get in touch with our Customer Support team who will be able to assist you.

For orders placed to Puerto Rico, Hawaii, US Virgin Islands and Guam, APO and FPO addresses, please allow 14+ days for your tracking to update before contacting our team to investigate your order.

MORE QUESTIONS?

Please contact our support team here.

MY ORDER IS WRONG

I THINK MY ORDER IS WRONG AS IT ONLY CONTAIN SOME OF MY ITEMS?

We’re sorry if there’s an item missing from your order. Before contacting our Customer Support team, we recommend checking the following;

  • Check your shipping confirmation email titled "Your order is on the way" to see if your order is being shipped in separate parcels. This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remainder of the items in your order will arrive shortly afterwards.
  • The item(s) missing may have been out of stock - it’s worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

MY ORDER HAS ARRIVED BUT IT'S WRONG/DAMAGED

In the unlikely event you're missing an item, your order is damaged, or you've receive a wrong item/order, please contact us with the following information and we'll get it sorted;

  • Your order number
  • The name of the item you didn't receive
  • A photo and the name of the item you have received (if the wrong item)

All claims for orders arriving with missing/wrong items must be made within 7 days of the delivery date.

MORE QUESTIONS?

Please contact our support team here.

CUSTOMS & IMPORT FEES

WHAT IS CUSTOMS DUTY?

When goods are imported into a different country or customs territory, there can be a charge applied called 'Customs Duty' that is charged by the local customs authority where the goods are being imported into.

If Customs Duty is required by your territory, you'll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on your countries specific regulations.

If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.

DO I NEED TO PAY CUSTOMS DUTY FEES AT rev1997?

You don't need to pay customs fees when shopping on our USA, UK, Australia, Canada, Norway, Switzerland, France, Germany, Netherland & EU store.

For all other stores, you may face customs charges issued by your local customs authority. Please see below for further information.

WHAT IF I DON'T PAY THE CUSTOMS DUTY?

If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned back to rev1997 before processing a refund for your order and in some instances a shipping and handling fee may be deducted from your refund.

If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order with us.

WHAT IS A SALES TAX?

Sales Tax, also known as VAT or GST, is a tax charged on the supply of goods or services. rev1997 is generally registered for Sales Tax in all of the countries it ships to, so we'll charge you the Sales Tax as part of the checkout process. We collect Sales Tax from you on behalf of the local tax authorities and we then pay this directly to the local tax authority.

MORE QUESTIONS?

Please contact our support team here.

I WANT TO CHANGE MY ORDER

CAN I MAKE A CHANGE TO MY ORDER?

Unfortunately, we’re unable to make any changes to your order once you've hit 'Place Order' at checkout, this includes:

  • Changing the item or size
  • Delivery/billing address
  • Adding/removing items to your order
  • Shipping method

However, there is a 15-minute window where you can cancel your order by locating the order either in your confirmation email, or in your account section, and hitting the 'Cancel Order' button.

Once this time has passed the order can't be cancelled, however you can return/exchange the items once delivered.

I THINK MY ADDRESS IS WRONG ON MY ORDER?

Input the incorrect address at checkout... Sadly, we can't change an address with the courier once the order is placed, however it may be possible to update your delivery preferences with the courier by contacting them directly.

If for any reason your order can't be delivered, the courier will return it to us and you’ll receive an automatic refund once the parcel has reached our warehouse. You can keep an eye on your tracking information for any updates.

If your order hasn't shipped yet, please wait until you receive your tracking email so you can provide the courier with the tracking number and they may be able to amend this for you.

If your order has shipped, please contact the courier directly ASAP as they may be able to help.

Important to know... If you input the incorrect address at checkout, we can not be held accountable if the order goes missing, meaning we're not liable to refund/replace this order.

MORE QUESTIONS?

Please contact our support team here.