Shipping policy
SHIPPING TIME
FREE SHIPPING INFORMATION
Enjoy FREE shipping on orders over £100 to any address within Mainland UK.
EXPRESS SHIPPING NOT AVAILABLE FOR THESE ADDRESSES
Exclusions Apply:
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UK Overseas Islands:
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Channel Islands (Jersey, Guernsey, Alderney, Sark, Herm)
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Isle of Man
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Isle of Wight
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Isles of Scilly
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Northern Ireland
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Scottish Highlands & Islands (HS, IV, KA, KW, PA, PH, ZE postcodes)
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Other remote UK territories
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This list includes, but is not limited to, the addresses and regions mentioned above. If you are unsure whether your address qualifies for free or express shipping, please contact us before placing your order.
REGULAR HOURS OF OPERATION AND LEAD TIMES
Once an order is placed, there is a processing time of 1-2 business days. Orders placed over the weekend or public holidays will begin processing the next business day. After processing, your order will be shipped and delivered within 3 working days via Standard Shipping.
Some items may require additional processing time (+2-3 business days), which will be clearly stated on the product page prior to purchase.
HOLIDAY SHIPPING LEAD TIMES
During peak seasons (e.g., December – January), high demand and adverse weather conditions may cause delays. We recommend ordering early to ensure timely delivery. Standard processing times (1-2 business days) still apply during holidays.
*Please note: Shipping estimates shown at checkout are in business days (excluding weekends and public holidays). These estimates reflect transit time after the package leaves our facility and do not include the 1-2 business days processing time.*
CARRIERS USED
We primarily use DPD, Royal Mail, FedEx, and DHL for deliveries within Mainland UK. For larger items (e.g., treadmills, rowing machines), additional logistics arrangements may apply.
REROUTING PACKAGES
If your package has been shipped and requires an address correction, a rerouting fee of £15.00 will apply. This fee does not guarantee successful delivery to the new address*. If the shipment cannot be delivered to the updated address, the rerouting fee will be refunded upon written request via email. Contact: uk.customer@tousains.com
NOTE
The estimated delivery time begins once the package is dispatched from our warehouse. While we strive to meet these estimates, actual delivery may be affected by carrier scheduling, weather conditions, or other external factors. For the most accurate delivery date, please refer to your tracking information.
If you do not receive a response from our Customer Service team within 24 hours (weekdays) or 48 hours (weekends), please check your spam/junk folder. Our emails may occasionally be filtered incorrectly by your email provider.
SHIPPING FAQ's
What are your hours of operation?
Our shipping team operates Monday to Friday from 9:00 AM to 5:00 PM (GMT). Orders placed after hours or on weekends/public holidays will be processed the next business day.
Where can I check the status of my order?
You can track your order via your account page: My Account. You will also receive a shipping confirmation email with tracking details once your order leaves our warehouse.