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FAQ’s / Help

General Information

Contact Us

Hopefully, you’ll find the answer you need from one of the pages we have on our help centre on this website, but if you need a little help or just want to stop by and say hello, please use our request form on our need help page.

We highly recommend getting in touch via social media for the quickest response OR use our request form on our FAQ page

Why doesn’t Skinny Muscle Sports have a phone number!?

Skinny Muscle Sports does not have a call centre and we’re not set up to handle high volumes of phone calls, so a phone call would prove inefficient and potentially leave you quite frustrated! More than often, we’ll need to do a little digging to answer your question efficiently and we’d far more like to answer your question in one go than have you waiting for call backs and such, when you could be using your time more efficiently.

The Skinny Muscle Sports brand is built online, including our customer support. Though you may receive an automated response everyone once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.

If we feel your problem would be better handled over the phone, then we’ll get in touch.

Please get in touch through only one method of contact as contacting through multiple channels may delay response times for other customers.

Size Guide

We understand how important the right fit is. The Skinny Muscle Sports size chart offers comprehensive information on our sizing, so you can feel confident that you are buying the best size for you and your body type.

Across our range we have garments designed for specific demands which require different styles of fit. For additional peace of mind please refer to the individual product description, especially when choosing products from our Compression & Baselayers and Form ranges.

If you’re on the borderline between two sizes, order the smaller size for a tighter fit or the larger size for a looser fit.

Please click here for the Men’s Size Guide

Sponsorship

What do we look for in a Skinny Muscle Sports Affiliate/ Athlete?

The only advice we can offer, is to identify what makes you unique in how you can relate to our Brand and how that unique nature or ability can inspire others to become The Best Version of themselves. Basically – it’s not just about the athlete – It’s about how you can positively influence others and contribute to our message on living a leaner, healthier more active lifestyle.

We highly recomend to start by joining our Skinny Muscle Sports Affiliate/Athlete program so we can follow your contribution. You can do this by going to our Affiliate page.

Hopefully you can take this advice and use to it develop yourself as a person and also as an athlete, so when we’re ready to recruit, we’ll be ready for you.

Please bear in mind we receive hundreds of requests, so there may be a delay in getting a response.

Delivery

Where is my order?

When your order has been shipped, you will receive a shipping confirmation email from us.

 United Kingdom Standard Shipping (3-5 Days)

All packages dispatched on a standard shipping service in the UK are sent via Royal Mail and will need to be signed for. If a delivery is attempted but fails, you will need to contact Royal Mail directly to pick up your delivery from your nearest pick up depot or rearange for it to be redelivered.

 USA Standard Shipping (7-14 Days)

Orders sent are sent with Royal Mail here in the UK. Once it reaches the United States, your parcel is then passed to USPS (United States Postal Service) –

 Chicago, USA – Customs

Any parcel which is shipped through Chicago will be subject to a longer customs process, so it may be delayed by up to 10 days so don’t be too alarmed if you have not seen any tracking movement for a few days. The process is put in place by the USPS Chicago Hub and cannot be controlled by Skinny Muscle Sports

 Canada Standard Shipping (7-14 Days)

Once your parcel reaches Canada, Canada Post will be delivering your parcel. All shipments heading to Canada may also be subject to customs & duties fees

 Australia Standard Shipping (7-14 Days)

Once your parcel reaches Australia, it is then passed to Australia Post – If you’re still a little concerned about the whereabouts of your parcel, contact us here and we will be happy to help.

Customs & Import Fees

As all orders from our overseas customers are shipped directly from the UK, you may be susceptible to customs fees. Customs fees will be charged upon the package reaching the destination country.

You as the customer, are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.

The grand total of your order as displayed on the checkout does not include any additional duties required. The carrier, prior to delivery, will inform you of any additional duties if required.

Skinny Muscle Sports has no control over customs and import tax and we can’t tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in.

 Canada

The threshold for bringing goods into Canada is around $20CAD. If your order is more than this amount, you are likely to be charged customs and import fees.

Refusing to Pay Customs

If you choose to refuse the customs fee and the parcel is returned back to Skinny Muscle Sports, a shipping & handling fee will be deducted from your refund.

If you’re still unsure on whether you’ll be subject to customs fees, we’d recommend contacting your local customs office for more information before placing your order.

UK Delivery

We have two options for UK Delivery, our standard signed Delivery and our first class signed Delivery. See the table below for rates & estimates.

UK Standard Signed For £4.00 three to five working days
UK First Class Signed For£4.50 one to two working days

* Bank Holidays & Public Holidays not included as delivery days

*Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands may take up to two working days.

*Does not include Saturday delivery 

Orders placed with Next Working Day Delivery after Friday 3pm, your order will be dispatched Monday and delivered the following day.

International Delivery (Outside UK)

Currently we have a standard international delivery more options will be available shortly. See below for shipping rates & estimates.

Please note: Standard shipping may take a little longer to dispatch during busier periods.

International Standard Delivery – £10
Europe up to 5 working days
Rest of world up to 14 working days

*The cut-off time for same day dispatch express delivery is 3pm GMT

*We currently do not ship to; Russian Federation, Serbia, Venezuela, Morocco, Pakistan, Macedonia, Colombia, Lebanon, Albania or Algeria

*Standard shipping for Europe & Rest of World is not available for all countries, only an express service will be offered when neccessary 

Some countries outside of Europe may be subject to additional custom & import fees

Can you deliver to PO Box’s?

We can deliver to PO Box’s in the majority of countries, but only if a standard delivery service is selected. Parcels sent with a courier service (DPD or DHL) must be delivered to a residential address, or place of work.

If you’re delivering to a place of work, please ensure the company name is on the delivery address.

Do you deliver to Military addresses?

Yes we do, but we cannot ship there on an express service. Any orders heading to a military address on an express service will automatically be changed to a standard mail service and the difference in shipping will be refunded.

Payment, Promotions and Gift Cards

Refunds

All refunds are to be made to the account used to pay for your original order. In the event that we’re unable to refund directly to your account, store credit will be issued.

What currency is your website displayed in?

Skinny Muscle Sports only currently trades; GBP 

International

Please be aware that if you’re from overseas countries, you will be shopping in GBP POUNDS STERLING. When the funds are deducted from your bank, please take into account any currency conversion which will take place.

How can I pay for my order?

You can pay for your order by using any of the following payment types:

We take fraud very seriously meaning all payments will be subject to security checks put in place by Skinny Muscle Sports and also the card provider.

In the event that your payment has failed 1 or more security checks, you will be contacted by a member of the Customer Care Team who may ask for further identification in order to release your order. Failure to provide the information we require will result in your order being cancelled and refunded.

My discount code won’t work

If you are using discount codes advertised by Skinny Muscle Sports affiliates/athletes please ensure you’re entering the discount code in the box titled ‘Discount Code’ then hit ‘Apply Discount’. It must be entered in the same format you have received it in.

Discount codes must be applied upon checking out as we can’t always apply them once your order has been placed.

You can only use one discount code per order.

Still having trouble? Get in touch using our request form on our need help page and our support team will help you out.

This item was on sale previously, can I get it at the sale price?

If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to it’s original price, in which case, we will not be able to honour the price it was displayed as during the sale.

As much as we love a good sale, unfortunately, they have to come to an end.

Gift Cards

When gift cards are available and you purchase a gift card through the website, a unique code will be emailed through to the email address you entered when checking out.

Gift cards can only be used on the Skinny Muscle Sports website.

We do not currently offer a physical gift card.

Gift cards cannot be used to purchase additional gift cards, any orders found in breach of this will be cancelled immediately. Additional orders purchased using these gift cards will also be cancelled.

If you’ve received a gift card and it isn’t working, contact us using our request form on our need help page immediately.

An item I own is now a lower price, can you refund me the difference?

As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.

Orders

My parcel is marked as delivered, but I haven’t received it.

As our deliveries require signing for first check with anyone who may have accepted the parcel on your behalf.

If you had your Skinny Muscle Sports order delivered to a work place, please check with all employees who may have accepted the parcel, we know how tempting a fresh Skinny Muscle Sports package might be.

Please check if you have received a card from the courier to notify you of your delivery if you were not present before assuming the parcel is lost. If after this period, you’re still unable to locate your order, get in touch with the support team and where possible, we’ll open an investigation with the courier and do our best to help out.

Note: All lost parcel claims must be made within 30 days of the delivery date.

My order status is ‘canceled’ but I didn’t cancel it

Fraudulent 

If you’ve received an email regarding the order being ‘suspected fraudulent’, this simply means your payment method has failed some security checks, we can assure you it’s nothing personal.

In the event you receive this, please ensure that your billing information matches the card you are using to pay for the order and try placing the order again.

If you’re payment is failing with PayPal, please ensure your email matches your PayPal email address and that your billing information is up to date and correct.

Items Unavailable 

Your order may be cancelled due to the items you’ve purchased being unavailable. From time to time, we may oversell on a certain product, it’s less than ideal we know but is sometimes unavoidable! In the event that this happens, we’ll be in touch with a hopefully suitable solution to keep you satisfied with your Skinny Muscle Sports experience.

If you have any problems with order cancellations, contact us here.

My order status is fulfilled, does that mean it should have been delivered?

Status ‘fulfilled’ simply means your order has been packed by our dispatch team and it’s currently on the way to you.

You will receive a dispatch confirmation email conferming your order has been dispatched .

I want to change my order

We’re pretty quick at getting your order out the door so unfortunately, we’re unable to make any changes to your order once the order has been placed. This includes; item, address and payment changes.

You may be able to cancel your order and reorder by the website, but we’re not always able to do this in time.

To submit a cancellation request, refer to the contact us page and get in touch.

There is something missing from my order

We may have removed the item due to being out of stock so please check your emails, as we will have notified you.

Your items may have been sent in separate parcels, you will be notified by email if this is the case.

If you haven’t received an email notification about any changes to your order, but you’re still missing an item, please contact us using our request form on our need help page:

  • Order Number
  • Missing Item(s)

We will look into the matter and will resolve the issue for you as quickly as possible.

All missing item claims must be made within 14 days of the delivery date of your order.

You have sent me the wrong item

In the unlikely event you have received a defective item, please contact us using our exchange form on our need help page:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it’s place
  • A photograph of the item you have received

Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

Please do not return any wrongly received goods unless advised by a member of our support team, it may result in a slower resolution time. In the event that Skinny Muscle Sports requests for a incorrect item to be returned, we will cover the postage cost up to the following costs, based on region:

U.S & Canada – $20

EU – €10

UK – £3

I have received a faulty item

In the unlikely event you have received a defective item, please contact us using our exchange form on our need help page with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

If you parcel has been delivered and is already damaged upon delivery. Please keep photographic evidence of how the parcel arrived.

All claims for parcels arriving damaged must be made within 14 working days of the delivery date.  

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or exchange.

Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time and we don’t always require the faulty item back.

Returns

Have you received my return yet?

UK Returns

Depending on the service used to return your item(s), it can take up to 10 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

We’ll notify you by email once the return has been processed.

International Returns 

Depending on the service used to return your item(s), it can take between 7 – 21 days (excluding weekends & public holidays) to be delivered and processed by our returns team, we will notify you by email once this has been processed.

If you do have any concerns, contact us using our request form on our need help page to get in touch and we will do our very best and try to be able to answer any queries you may have.

If your return is marked as delivered, sit tight, our returns team will get to it.

Returns Policy

UK Returns – International Returns –  please use our exchange form or request form on our need help page

We like to save paper where we can, so currently, we do not provide a physical invoice inside your parcel.

If you wish for an exchange, please fill out a returns/exchange form with the requested items and include it in the parcel.

If you require a refund, there is no need to include a returns form

Item must be returned within 30 days from the day you’ve received your order, transit times are not included within this time

  • Item must be sent back with a returns form including your order information, without the returns form, we cannot always correctly identify the customer and may not be able to fulfil your return request
  • Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.) – if the returns item fails this test, they will be returned back to you
  • We cannot accept underwear or socks for hygiene reasons – no exceptions
  • Items covered in animal/human hair will not be accepted
  • If you’ve asked for an item which is more expensive than your return, the item will be refunded and you’ll need to place a new order online
  • All items are thoroughly inspected before any action is taken
  • Returns can take up to 7 days to process, so don’t be alarmed if you’ve tracked your return as delivered but haven’t heard from us yet
  • Any items bought in conjunction with a offer (e.g. 2 t-shirts for £XX) can only be returned to exchange for a like-for-like item, unless all items in included in the offer are returned
  • All exchanges are sent out on a standard service
  • Shipping costs are non-refundable
  • The returned parcel is the customers responsibility up until Skinny Muscle Sports has acknowledged that the package has been received at our returns address.

Any returns received without a returns form included in the package will be refunded for the full amount.

If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.

Any items purchased at an exhibition can only be returned for a like-for-like product or store credit, we will not be able to provide a cash refund.

I want to return/exchange an item UK and (International)

We understand that an item may be unsuitable from time to time, you’re welcome to return your item  back to us!

You are liable for the cost of returning your item. We recommend returning your order via your local postal service on a standard service. Please keep all postage receipts, just in case your order is lost in transit.

Please remember to mark your package as ‘returned goods’.

The parcel is the customers responsibility up until Skinny Muscle Sports has acknowledged that the package has been received into our returns address.

If you wish to exchange your order, remember to include a returns form in your package so our returns team know exactly what to do once we’ve received it! If you haven’t got a returns form already, you can download one using our exchange button on our need help page. If your return is received back without a returns form, the items received back will be refunded.

Once we’ve received your return back and it has been processed, you’ll receive an email confirming what action has been taken.

Returns Address

SKINNY MUSCLE SPORTS

13 MILL ROAD

NORTH FERRIBY

EAST RIDING

UNITED KINGDOM

Account

I can’t log into my account

With the launch of our new website, we’re just making some minor tweaks and we will be inviting all to open an active Skinny Muscle Sports account to confirm your details. Once confirmed, you’ll have full access to all of your order history and all the perks which come with having a Skinny Muscle Sports account.

Your patience is greatly appreciated and we hope you like the new site!

Any question please use our request form on our need help page.

I need to update my address

If you’ve forgotten your password, click ‘Forgot your password?’ on the login page. You’ll be asked to enter your email address, to then be sent an email with instructions on how to successfully reset your password.

I have forgotten my password

info to follow..

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