Frequently Asked Questions
Here are some of our most frequently asked questions.
I'm not sure what size I want
Please check our size guide, or if you are still having difficulties please contact our sales team on 0191 516 6824
Is everything in stock?
All items shown on our website are currently in stock in all sizes stated.
Has my order been sent yet?
Once your order has been dispatched you will receive an email from us. Please make sure you add firstname.lastname@example.org to your safe senders list, or the email may be sent to your Spam or Junk folder.
Can I track my order?
You can track your order through our couriers, please visit the Tracking Your Order page.
Can I cancel my order?
If for any reason you need to cancel your order please contact our sales team on 0191 516 6824 or email@example.com and a member of our team will be happy to help. Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right no longer than eight working days after the day on which you receive the Products. Cancellation should be made in writing or other durable medium to the address above.
Can I change or add items to my order?
If you would like to change your order or add items please do so before your order is despatched. The change or addition of items to your order is done on the order page.
I have received the wrong item
In the unlikely event that you receive the wrong item please contact our sales team on 0191 516 6824 or firstname.lastname@example.org, where one of our helpful advisors will be able to assist you in getting a refund or an exchange.
How do I pay?
We accept payments from several Credit and Debit cards and we also accept PayPal. Please visit the How To Pay page for more information.
I have an Express Trainers discount voucher or gift certificate, how do I use it?
Using a discount code or gift card could not be easier, all you need to do is write the code in the Offer Code Box on the payment details page. This code will then discount the amount before you pay. If you forget to use the code at purchase please contact our sales team on 0191 516 6824 or email@example.com where one of our helpful advisors will be able to assist in adding the discount before payment is taken.
Are my details safe with you?
All of your details are stored inside an encrypted database which we have no access to once you have registered with us.
Part of my order is missing
We are sorry to hear that part of your order is missing. Please contact our sales team on 0191 516 6824 or firstname.lastname@example.org where one of our helpful sales advisors will be happy to help.
Do I have to sign up for discount codes, promotions or to enter competitions?
There are two ways you can receive special offers, discount codes and enter competitions. You can either 'Like us on Facebook' or you can sign up to our weekly newsletter which will include information such as special offers, new lines, discounts and competitions.
I've forgotten my password
If you have forgotten your password, please enter your email address in the forgotten password field, where you will be sent a password reminder.
How much is delivery?
Delivery Costs are as follows :
DELIVERIES TO THE UK
STANDARD DELIVERY to mainland UK addresses usually takes 2-5 working days and costs £4.99 for 1-2 items. If more than 2 items are ordered, the shipping charge will be displayed at checkout. Deliveries to the Isle of Man and some areas of the Scottish Highlands and Islands may take longer.
SPECIAL DELIVERY service is available for guaranteed next working day delivery within the UK (Working Days being Monday-Friday, excluding public holidays), for orders received by ExpressTrainers.com by 14.00 on the date of order, at a cost of £6.99.
We regret that for overseas sales we can only deliver to the address at which the debit/credit card is registered.
CHANNEL ISLANDS Delivery to Jersey, Guernsey, Alderney and Sark costs £6.99 and normally takes up to 3 working days from date of dispatch.
EUROPEAN UNION COUNTRIES Deliveries to Member States of the EU normally take up to 4/5 working days from the date of dispatch and cost £9.99 for the first item plus £5 for each additional item.
OTHER OVERSEAS DESTINATIONS Orders for destinations other than the United Kingdom and EU Countries cost £14.99 for the first item plus £7.50 for each additional item and can take from 5 to 10 working days to arrive. Please note that orders for these countries may be subject to import duties, taxes or clearance charges, which are your responsibility. The policy regarding these charges will vary from country. If you are unsure about whether or not duty will be applied to your purchase on importation we recommend that you contact your local customs office before placing your order.
Please visit Delivery & Postage for all information regarding delivery.
Can I get my order any sooner?
The fastest way to get your delivery is to order before 12 noon Monday-Thursday and select UK special delivery. We regret that we cannot post orders with special delivery status to countries other than the UK .
What do I do if my delivery doesn't arrive?
If your order doesn't arrive within the specified time, please leave 3-4 more working days and if after this time your order still hasn't arrived. Please contact our sales team on 0191 516 6824 or email@example.com, where a sales advisor will be happy to help.
What happens if I miss my delivery?
All deliveries require a signature on collection so if you are not at home when your order is posted the courier may ask a neighbour to sign for your item, or the item will be sent back to the depot. A calling card will be left, stating how you can rearrange collection or delivery with the courier.
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Telephone: +44 (0) 191 516 6824