FAQ Webshop

Ordering

Placing an order

How do I order a product?

Follow the below steps to place your order:

1. Place the product in your digital shopping basket via the orange button "Add to basket".
2. You can immediately continue with your order.
3. Order can be shipped via UPS to an address of your choice.
4. Choose one of our payment methods and pay for your order.
5. You will receive an order confirmation from us by e-mail.
6. Once your order has been shipped, you will receive a UPS tracking number by e-mail.

Change or cancel order

How do I cancel my order?

To ensure that your order is delivered as quickly as possible, we immediately process all orders automatically. As a result, it is not possible to cancel or change your order between the times of placing the order and delivery.

You can refuse your package at the door or send your order back to us free of charge. If you decide to return your order, please see the below related article.

How can I change my delivery address?

Changing the delivery address after an order has been placed is not always possible. We advise you to wait for your Tracking ID number available once the product has been shipped. You may, then, either contact UPS directly or visit UPS.com with your Tracking ID number and check if changing the delivery address is possible. You may be asked  to create an account with UPS. Please note the Philips Consumer Care team will not be able to assist you with changing the delivery address.

Order status

My order had been automatically cancelled

We may occasionally have to cancel an order. The most common reason for that is that the product is out of stock at the moment of shipping. Should that be the case, you will be notified by email. We kindly advise you to place your order again by choosing a different product or different version of the same product. It is not possible to place an order for a product that is out of stock.  Any charges that may have occurred will be automatically refunded. We apologize for the inconvenience.

Stock status

Is my product in stock?

Products that are in stock display a green 'In stock" label and the orange ''Add to basket' button. Products that are out of stock display a red 'Out of Stock' label and cannot be added to the basket. You may not purchase a product that is out of stock.

Delivery 

Delivery times

When will my order be delivered?

We deliver within Europe in 10 business days for UPS Standard. If you order multiple products, your products may be shipped separately. Order tracking

Once your order has been shipped, you will receive a Tracking ID number by e-mail from us. With this number, you can track the delivery of your order. Please note you may receive multiple Tracking ID numbers if your order is shipped in multiple shipments.

If you are not available at the time of delivery, your order may be delivered to either a neighbour or a UPS collection point nearby. You will always receive a letter from UPS in the letter box stating where you can pick up the package from.  

Order tracking

How can I track the delivery of my order?

Once your order has been shipped, you will receive a Tracking ID number by e-mail from us. With this number, you can track the delivery of your order. Please note you may receive multiple Tracking ID numbers if your order is shipped in multiple shipments.

If you are not available at the time of delivery, your order may be delivered to either a neighbour or a UPS collection point nearby. You will always receive a letter from UPS in the letter box stating where you can pick up the package from.

I have received only part of my order

If your order contains multiple products or spare parts, it may be delivered in multiple shipments. Please check your shipment confirmations as it should include the Tracking ID number for each individual shipment. Alternatively, wait for an additional 2-3 days to make sure any additional shipment can reach you. If part of your order is still missing, then please get in touch with our customer support team.

Delivery options

What are the available shipping options?

You can select the shipment option you prefer during the checkout process. You can choose to have your order delivered by UPS at an address of your choice.

Payment

Payment methods

How can I pay?

Gymna webshop accepts the following payment options: Bancontact Creditcard KBC/CBC Payment, Belfius Direct Net, ING Home'Pay, iDEAL and Sofort Banking. All payment methods are free of charge as we do not charge any transaction fees.

Payment errors

My payment has failed

In order to prevent payment failures, we recommend you make sure the billing address you provided matches with the address your bank has of you. Also ensure the credit/debit card is not expired and has enough balance available. Clearing your browser's cache and cookies might also help. We recommend you try again, preferably with a different payment method. If the issue persists, please contact your bank or card issuer.

Invoices

How can I download my invoice

You will receive your invoice via email within 1-2 business days from placing your order.

Returns

How do I return a product?

You can return your product for free within 30 days from purchase. Simply follow the below steps. Do you need to exchange or return a spare part? Please contact us instead.  

1. Create your return label by sending us an email at info@gymna.com. Insert your order number and your email address.
2. Let us know whether you would like to exchange the product or request a refund.
3. Pack your product securely and stick your shipping label on the box to return your product in its original packaging free of charge. You may choose to either take the box to a UPS collection point of your choice or contact UPS to arrange a pickup.
4. Once we have received your package, an email confirmation will be sent out to you.
5. You will receive your refund within 10 working days. Please note: we will refund the relevant part of the purchase price for that product together with the shipping cost you paid. Please ensure you send all original parts. 

What are the return conditions?

Not completely happy with your purchase? No problem. You can return your order within the first 60 days. The product must be returned clean and in its entirety, together with its original packaging.