Frequently Asked Questions
ORDERING:
Where can I find my Track and Trace number?
Once you have received your 'Order Dispatch' email this will include a DHL track and trace number. Please note we dispatch within three working days of order placement, or weekly for UK orders. The 'Order Dispatch' email will be sent to you as soon as your order is dispatched.
Why haven't I received a confirmation email after placing my order?
Your email address may have been entered incorrectly, please email us and we will amend it against your order and resend your confirmation email.
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 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.
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.
SHIPPING:
How much does shipping cost?
Please see our shipping page
Where can I find my Track and Trace number?
Once you have received your 'Order Dispatch' email this will include a track and trace number. Please note we dispatch within three working days of order placement, or weekly for UK orders. The 'Order Dispatch' email will be sent to you as soon as your order is dispatched.
Do we deliver internationally?
Yes. We ship orders to most countries worldwide using DHL. All shipping information can be found here.
Why can't I choose my delivery country?
It may be that you have chosen the wrong flag/region - please see our Shipping page for more information.
When will my order by shipped? When will it arrive?
Orders will be processed within three working days from our Hong Kong warehouse. You will receive an email confirmation once your order has been shipped (this will include your DHL track and trace number). Orders generally take 7-10 working days to be delivered.
*UK orders will be dispatched once a week from our Hong Kong warehouse.
How do I know that my order has been shipped?
When your order has been shipped, we will send you an 'Order Dispatch' email with your tracking number and a link to where you can track it online.
CUSTOM/DUTY QUESTIONS:
Will I be charged Customs Tax on my order?
Please be aware that shipping charges do not include international duties or taxes.
Some customers have experienced customs delays and extra charges such as VAT, duty and clearane taxes.
Unfortunately, this is out of our control as it's at the discretion of each country's border protocols. We know that this can be frustrating, so Les Mills Clothing will refund customs charges up to 12% of the original purchase cost. Just email clothing@lesmills.com your customs invoice and we will refund the card used for your original purchase in the same currency as the original purchase. We're looking at ways we can help you avoid these delays and charges and apologize if your order has been affected.
Why is the refund 12%? I've been charged more than that?
Some countries charge more than others, but our reserach shows that the most common duty charge is around 12%. We don't take CAT/GST/Sales Tax into account as most people would pay these on purchases, whether bought locally or imported.
Why am I charged duty and VAT?
Duty is a charge placed on goods that are imported into your country, and each country decides their own duty charges. VAT/GST/ Sales Tax are common taxes in most countries that are placed on all purchased. Most people would pay VAT/GST/ Sales Tax on any clothing purchases, whether it was purchased locally or imported.
RETURNS/EXCHANGES:
What is your return/exchange policy?
You are welcome to exchange or receive a refund on items purchased online at Les Mills Clothing within 30 days of purchase providing you have your invoice/order confirmation and items are:
- Unworn
- In their original condition
- All handtags are still attached to the garments
Complete the 'Returns and Exchanges Form' that you will have received with your order and return it with the items that you wish to exchange or return. Please ensure items are unworn, in their original condition and have the tags attached. If you no longer have this slip, please include a note with all of your details (Name, address, email address & Les Mills Clothing Order ID), and the details of what you are returning for a refund or exchange.
Send the order with the exchange/return slip back to our warehouse in Hong Kong:
Les Mills International Limited c/o Kerry Logistics (Hong Kong) Limited
12/F, Kerry Cargo Centre
55 Wing Kei Road
Kwai Chung, N.T.
Hong Kong
Do you pay for my return shipping?
Please be advised that all postage and handling costs will be incurred by the purchaser. Faulty or damaged items please include a copy of your postage receipt.
Why have I been charged for my exchange order?
Request for an exchange will result in a refund of the original item and a separate credit card transaction will be processed for the exchanged item.
Are there any items that can't be returned or exchanged?
We do not accept returns/exchanges on promotional or sale items.
I have received a defective or damaged item?
We are dedicated to providing you with quality products and services. We hope that you will love what you have purchased from us but if for some reason a product is in any way damaged or defective please notify within 7 days of receipt.
Do I have to return using DHL?
It is up to you which service you choose - your Local Postal service will provide the cheapest service however it will take a bit longer to be received back at our Hong Kong warehouse. It is usual for it to take around 2 weeks for the package to be received and processed.
MISCELLANEOUS QUESTIONS:
When will my enquiry be answered?
We 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.
Can you tell me when new products or special promotions are accounced?
Sure! Register with us and sign up to receive email updates on my products, promotions and other announcements.
Do you have a size chart?
Yes. You can check it out here.
What can I do if there is something wrong with my order?
If you receive the wrong item or something is missing from your order then please send us an email and we will help sort it out for you.
How do I contact you?
See our 'Contact Us' page
