Contact and support
Whether you’ve got a quick question about sizing or just need some advice on which fit works best for your next workout — our team is here for you. Think of us as your teammates off the field: always ready to help, always just a message away.
No bots, no long waits — just real people who get it, and who love talking all things sportswear.
Customer Support
We are a small business. SMM, sales assistant, HR and customer support is all one person. We aim to respond to all enquiries as quickly as possible, but please allow 1–2 business days for a response. Sending multiple messages across different channels may delay our response, so we kindly ask that you contact us once and allow us time to get back to you.
- Email: pipsportswear@hotmail.com
- Slide into our inbox! We answer all emails within 1–2 business days (promise we won’t ghost you 👻).
Returns and exchanges
Not 100% happy with your purchase? No problem.
What can I return?
- You have 14 days from the date of delivery to return or exchange unwanted items.
- Items must be unused, unwashed, and in their original condition.
- To qualify for a return or exchange, items must be sent back with their original packaging, tags, labels, and any accessories supplied with the product.
- Items returned without the original packaging, tags, labels, or accessories may not be eligible for a refund or exchange.
Exclusions
Certain items are not eligible for return or exchange, including:
- Underwear, swimwear, or lingerie — for hygiene reasons.
- Personalised or custom-made items — unless faulty.
- Sale or clearance items — unless otherwise specified.
Refunds
- Refund Process: Once we receive and inspect your returned item(s), we will process your refund within 5-7 business days.
- Refund Method: Refunds will be issued to the original payment method. Please note that it may take a few additional days for the refund to appear on your statement, depending on your payment provider.
- Partial Refunds: In the case of items that are returned in a damaged or used condition, we reserve the right to offer a partial refund or deny the return.
Exchanges
Exchanges are subject to product availability at the time your returned item is received and processed.
If you would like to exchange an item for a different size, colour, or available variation, please contact us with your order details and the item you would like in exchange.
We cannot guarantee that your requested replacement will remain in stock while your return is in transit.
If your requested exchange item is available when your return is processed, we will arrange for the replacement item to be sent to you.
If the requested size, colour, or variation is no longer available, we will contact you and offer one of the following options:
- an alternative available size, colour, or variation;
- an alternative product, where appropriate; or
- a refund for the returned item to your original payment method.
Any replacement product must be of the same value as the original item unless otherwise agreed. If an alternative item has a higher price, you may be required to pay the difference. If it has a lower price, any applicable difference will be refunded.
All items returned for exchange must meet the conditions set out in our Returns Policy. Items that do not meet these conditions may be returned to you instead of being exchanged, subject to your statutory rights.
We recommend returning your item promptly, as stock cannot be reserved or guaranteed until your exchange has been approved and processed.
Nothing in this policy affects your statutory rights, including your rights where an item is faulty, damaged, or not as described.
Faulty and damaged items
If your item arrives faulty, damaged, defective, or not as described, please contact us as soon as possible after delivery.
When contacting us, please provide:
- your order number;
- a clear description of the issue; and
- clear photographs or videos showing the fault, damage, packaging, and any relevant labels where possible.
Please do not dispose of the item or its packaging until we have reviewed your request, as we may need additional information to assess the issue.
If the item was damaged during delivery, we may also ask you to provide photographs of the outer packaging and shipping label so that we can investigate the damage with the delivery provider.
Once the issue has been reviewed and accepted, we will offer an appropriate remedy, which may include a replacement, repair, exchange, or refund, depending on the circumstances and your statutory rights.
Where a replacement is offered, this will be subject to stock availability. If a replacement is unavailable, we may offer an alternative item or issue a refund.
Where an item is confirmed to be faulty, damaged, defective, or not as described, you will not be required to cover reasonable return postage costs.
Items must not be intentionally damaged, altered, misused, or subjected to normal wear and tear and then reported as faulty.
Nothing in this policy affects your statutory rights under applicable consumer law.
Additional information
Proof of Purchase
We may ask you to provide proof that the item was purchased from us before we can process a return, exchange, refund, or claim relating to a faulty item.
Acceptable proof of purchase may include your order number, order confirmation email, receipt, payment confirmation, or other reasonable evidence showing that the item was purchased from us.
If we are unable to verify the purchase, we may be unable to process the return or exchange.
Return Shipping Costs
For change-of-mind returns, customers are responsible for the cost of returning the item to us unless we have stated otherwise.
We recommend using a tracked or recorded delivery service and keeping your proof of postage until your return has been completed.
Where an item is confirmed to be faulty, damaged, defective, incorrectly supplied, or not as described, we will cover reasonable return postage costs or provide appropriate return instructions.
Please contact us before returning a faulty, damaged, or incorrect item so that we can advise you on the appropriate return method.
Original delivery charges will be refunded where required by applicable consumer law. Where you selected a delivery method that was more expensive than our standard delivery option, any additional premium delivery cost may not be refundable.
Unapproved or Incorrect Returns
Please follow our return instructions before sending an item back to us.
Returns should include sufficient information for us to identify your order, such as your name, order number, and return details.
If we receive a parcel without sufficient identifying information, processing may be delayed while we attempt to identify the order.
We are not responsible for items mistakenly sent to us that were not purchased from our store. If an unrelated or incorrect item is sent to us, please contact us as soon as possible. Where possible, we may arrange for the item to be returned to you, but you may be responsible for the associated postage costs.
We reserve the right to refuse or return items that do not correspond with the original order, subject to your statutory rights.
Partial Returns
If your order contains multiple items, you may return only the items you no longer wish to keep, provided those items are eligible for return.
Any refund will apply only to the item or items successfully returned.
Where a discount, promotion, bundle price, multi-buy offer, or free gift was dependent on purchasing a certain number or combination of products, returning only part of the order may affect the original promotion.
Where permitted, your refund may therefore be recalculated to reflect the price that would have applied to the items you keep without the original promotion.
Any statutory refund of delivery charges will be handled in accordance with applicable consumer law.
Gift Returns
If you have received an item as a gift, please contact us before returning it.
We may ask for the original order number or other proof of purchase so that we can verify the order.
Unless otherwise agreed, monetary refunds will normally be issued to the original payment method used by the purchaser.
Where appropriate, we may instead offer the gift recipient an exchange or store credit, subject to our returns policy and stock availability.
We will not disclose the purchaser’s private payment or account information to the gift recipient.
This does not affect any statutory rights relating to faulty, damaged, or misdescribed goods.
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