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FAQS

Ordering

Can I purchase the products even though my facility does not license LES MILLS® programs?

YES! You do not have to be a LES MILLS® licensee to purchase equipment. Les Mills® equipment is available to all health clubs, fitness studios, gyms, corporate wellness centers, spas and other fitness facilities that use equipment and not for resale to the public.


Can I purchase equipment for personal and professional use?

Yes! We are happy to sell professional grade equipment to any fitness professional for professional or home use.


How do you validate a customer is a LES MILLS® Licensee or Instructor?

We review all new customer accounts to check for any missing data. We verify all Licensees and Instructors are in our database. We may contact you to verify details in an effort to communicate special discounts and announcements.


What are the credit card payment options?

We accept payment by the following credit cards only: Visa® and Mastercard®. When you place your order, you will be issued an electronic invoice and your credit card will be charged. Please note that some credit card companies will charge a currency conversion fee to your credit card account when processing your payment. We use the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure. Payment for your order must be accepted by Les Mills’ central bank network. If your payment is declined, you will receive an automated notification that your order cannot be processed. UK and Ireland only.


What are my shipping options?

Shipping for orders over 150kgs as below:

Delivery inside customer facility, equipment unpacked, debris removed, day and time definite for ETA, and assembly of equipment.

For orders under 150kg a courier service will be used. Our system will automatically select the cheapest option for you. If you have purchased equipment as part of an LMOD subscription bundle your order will fall under the 150kg threshold so a courier service will be used.


I received my order which included incorrect items or was missing items and/or the goods were damaged upon delivery, what do I do?

Please contact LMUK.Merchandise@lesmills.com within 3 business days with any issues you have with your order. 


Do you ship to anywhere outside of the UK?

We ship anywhere in the UK and Ireland. For shipment to other countries please refer to the list of Global Distributors http://www.lesmills.com/merchandise/equipment/distributors/


Can I cancel my order?

We are usually not able to change or cancel an order once it has been placed. However, we will make every effort to assist you. Please email LMUK.Merchandise@lesmills.com if the order was placed within last two business days or call 0207 264 0200.

However, if you are a consumer you may have a legal right to cancel your contract with us at any point from the time of dispatch until 14 days after you receive the equipment. See our Terms of Use for more information at shop.lesmills.com/tech/terms-of-use/.


Can I add additional items to an order that has already been submitted?

We are not usually able to change an order once it has been placed due to fast warehouse processing. You will need to place an additional order if you wish to purchase additional items. However, we will check, so please contact email LMUK.Merchandise@lesmills.com or call 0207 264 0200 and we can add to the order if it hasn’t been shipped to save on additional delivery costs.


How can I be alerted when an out of stock product is available?

You are able to sign up for an email when an out of stock product is now in stock. Find the product in need, and click through to the page with the product description. Above the product details and the social media icons, there is a link that says "Sign up to get notified when this product is back in stock." Once that is clicked, you will then receive an email when the product is available again. Make sure you are signed in to your account first!


Setting up SMARTBAR™ Racks

How do I set up my new SMARTBAR™ Rack?

Please click HERE for more information on how to set up the racks.


Tracking Your Order

When will my order be shipped?

Within two business days (excl Bank holidays and weekends) you will receive a shipment notification email that includes a tracking number.


Warranties


What warranty does LES MILLS® offer for the equipment?

LES MILLS® equipment provides limited warranties on all products. The limited warranty differs for each product.

SMARTBAR™ Warranty
SMARTSTEP™ Warranty
SMARTBAND™ Warranty
Resistance Tubes: 13 months.
Don Oliver: Two years.


Other Questions?

Contact customer support by sending an email to LMUK.Merchandise@lesmills.com.