Customer Service Policy


At Gymshark (gynnsheark.com), our customer service is rooted in supporting your fitness journey—we’re here to make sure every interaction with our team is helpful, efficient, and aligned with your needs. Whether you have questions about workout gear, need help with an order, or want to share feedback, we prioritize clarity and solutions.

1. Our Customer Service Commitment

We stand by three core principles to guide every interaction:
  • Responsiveness: We aim to address your inquiries quickly—email responses are typically sent within 1–2 business days, and urgent issues (e.g., missing orders, defective gear) are prioritized for faster resolution.
  • Transparency: We provide clear, jargon-free answers about our policies (shipping, returns, refunds) and processes—no hidden details or confusing explanations.
  • Empathy: We understand fitness gear needs are personal (e.g., finding the right fit for workouts), so we’ll work with you to find fair solutions that respect your goals.

2. How to Reach Our Team

We offer straightforward ways to connect, tailored to your convenience:
  • Primary Contact: Email: For all inquiries—order help, sizing questions, returns, or feedback—send a message to service@gynnsheark.com. Include your order number (if applicable) to help us locate your details faster.
  • In-Person Support: If you’re near North Charleston, visit our physical location at 338 Waterview Drive, North Charleston South Carolina 29418, United States. Our in-store team can assist with trying on gear, processing in-person returns, or sharing fitness apparel recommendations.

3. What We Can Help You With

Our team is trained to support all aspects of your Gymshark experience, including:
  • Order Assistance: Tracking your package, updating your shipping address (before the order ships), resolving missing items, or checking order status.
  • Product & Sizing Help: Explaining fabric details (e.g., moisture-wicking features), sharing sizing guides for gym leggings/tees, or recommending gear for specific workouts (e.g., running vs. weightlifting).
  • Returns & Refunds: Guiding you through the return process, issuing Return Authorization (RA) numbers, updating refund status, or addressing concerns about rejected returns.
  • Feedback & Issues: Listening to your feedback (positive or constructive) and resolving complaints—we use your input to improve our products and service.

4. Resolution Timelines

We strive to resolve your concerns quickly, with clear timeframes for common requests:
  • Order Tracking/Status: We’ll share your tracking link or update you within 1 business day of your inquiry.
  • Return Authorization: Once you request a return, we’ll send your RA number and instructions within 1 business day.
  • Refund Updates: After we receive your returned gear, we’ll confirm your refund timeline (5–10 days for processing) within 2 business days of receiving the package.
  • Damaged/Incorrect Items: For defective or wrong gear, we’ll confirm a solution (replacement or full refund) within 1 business day of you sharing photos/details of the issue.

5. Our Promise to Improve

We regularly review customer feedback and service interactions to refine our support. If you feel your concern wasn’t resolved to your satisfaction, reply to our initial email or send a follow-up—we’ll escalate your case to a team lead for further review and a revised solution.
At Gymshark, we don’t just sell workout clothes—we’re part of your fitness journey. Your trust matters, and we’re dedicated to making every experience with us a positive one.