FAQ - Frequently Asked Questions
If your question is not answered below, please feel free to contact us at clothing@lesmills.com.
Where can I find my Track and Trace number?
Our system is not yet automated to allow you to see your track and trace number, please email us once you have received your 'Order Dispatch' email with a request for your tracking details and we will gladly send them to you.
When will my enquiry be answered?
Whether you've used our contact form or emailed us at clothing@lesmills.com we will attempt to answer your enquiry as soon as possible. We aim to answer your question within 24 hours Monday - Friday (NZ Time). Please note at some times there may be a slight delay due to spikes in demand. Please resend your query if you are at all concerned we have not received it.
Why can't I choose my delivery country?
It may be that you have chosen the wrong flag/region - please see our Shipping Countries page for more information.
Why haven't I received a confirmation email after placing my order?
Your email address has been entered incorrectly, please email us and we will amend it against your order and resend your confirmation email.
Why have I been charged Customs Tax on my Order?
Some of our customers in the UK, Netherlands, Germany, Denmark and Chile have experienced customs delays and in some cases customs charges. We are more than happy to refund these charges so please contact us immediately for more information if your order is affected. We are looking at ways to avoid these delays and charges and apologise if your order is affected by this.
Why has my credit card not been charged?
We only authorise (put a hold on the funds) your Credit Card when you place your order and only charge you when your order is ready to be sent. Please contact us if you are concerned your order has not been placed correctly.
Why have I received a Card Processing Error email?
This is due to the time lapse between the time your order was placed and when we attempt to take payment. If there is a problem receiving the payment our system sends you an automatic Card Processing Error email. Please re enter your details so we can release your order.
Why is an item in my order showing as deleted or unordered?
When an item is showing as 'unordered' it is still on order for you. If there is an issue with a product being out of stock we will contact you directly.
When an item is deleted it means it has been removed from that particular order and split to a new order. We do this so that we can get part of your order to you sooner. There is no extra charge for split shipments.
Please feel free to contact us at clothing@lesmills.com if you would like any further information. We are here to help!
