FAQS

1. General Information
Where can I buy kugofit products?
You can buy the full range of kugofit products directly at www. kugofit.com. We have been shipping worldwide since 1999, so you can be assured! We also sell some of our products on Amazon.

How do I open an account at kugofit?
Simply click on "Sign Up" in the top right corner of this page. Fill in a few details about yourself and you are good to go! After successfully registering, you will receive a welcome email. Let's just say - Welcome to kugofit!

I forgot my password - what do I do?
The quickest way to recover your password is online. Simply go to your account page, click on the "Forgot Password" link and enter your email address. We will send you a link to reset your password.

Do I need to open an account to place an order online?
No, you don't. You can place an order normally and check out as a guest. However, if you create an account, you will find that future checkouts will be much faster. We do not store your credit card details, but we do store all your addresses so that you don't have to fill them in every time you order from us.

I have a question about my kugofit order and/or account. Who should I talk to?
If you have any questions, please contact our helpful customer service team. You can call or email us during our business hours. We are always available to help you from 9am to 5pm Monday to Friday (excluding bank holidays).

2. Orders
Does kugofit ship to multiple addresses?
We ship to one address per order, so if you need to ship to multiple addresses, please place a separate order for each address. A shipping charge will be applied for each order.

What packaging will my order be shipped in?
We will use fully recycled mailing bags or cardboard boxes depending on your items. We try to reuse packaging as much as possible, so if you receive a box marked with 20 pieces when you order some blankets, don't panic! Just open it and you will find your items inside. Unfortunately we do not offer gift wrapping, so your order will come in a cardboard box or kraft paper bag/recycled mailing bag.

I ordered an item from a promotion but you are sold out. Can I backorder it?
Please note that promotional stock is limited and cannot be backordered. Sometimes out-of-stock products can be returned through checkout. In this case, all out-of-stock items will be cancelled from your order and refunded via the same payment method used. We will contact you by email as soon as possible to let you know if any items in your order have been cancelled due to low stock. Unfortunately, we are unable to offer alternatives.

3. Delivery
How long does delivery take?
Depending on the country of delivery and the service you choose, delivery times range from 8 to 15 working days. For more information, please check our Delivery and Shipping page.

What happens if my order is held by customs?
If your order takes longer than usual to clear customs, rest assured that we will track it throughout and help you get in touch with our courier. If possible, we will also pass on direct contact information to you as it is often easier to resolve delays locally.

4. Returns
What is the refund policy?
We will return any item within 7 days of purchase. We only request that items be returned in their original condition. This means that apparel must still have tags attached. Yoga mats, props and all other equipment must be in their original cellophane and/or branded packaging. We cannot accept returns if any product has been removed from its packaging. Some items are not returnable; see below for a full list of these items.

Any rejected returns cannot be re-shipped and will be destroyed upon receipt.

If you are unsure about our returns process, please contact us.

You can find more information on our Orders and Returns page.

For international customers, you can get more information about returns here.

Why won't you accept my return?

Sometimes, we may have to reject a return. Here are some of the most common reasons why this may happen:

①：It has been more than 7 days since the date of purchase - our returns policy only extends to 7 days

②：The packaging was damaged when it was returned - we cannot accept returns where the original packaging is not intact/damaged

③：It was not in a good sanitary condition when it was returned - due to health and safety concerns our staff are unable to process contaminated returns

④：This is a non-returnable item - some items are exempt from returns, see the full list below

What items cannot be returned?

We will generally accept returns if the item is new, within 7 days of purchase, undamaged and still in its original packaging

♦Earrings
♦Headbands
♦Personalised products

What happens when I've lost my returns label?
Just drop us an email and we can email another over to you.

5. Payment
What payment methods does kugofit accept?
For UK customers, we accept payment via PayPal, Gift Cards and the following cards: Visa

When do I need to pay for my order?
All orders are payable at the point of sale. This means that we debit your card or you send us a PayPal payment for the full amount of your order as soon as you complete your order.

6. Gift Cards
Do you sell gift cards?
Yes, we do. The terms and conditions of sale and use of gift cards are set out below.

1. Gift vouchers are provided by email and each gift voucher has a unique code which can be entered at the time of purchase.
   2. All of our gift vouchers have an expiry date of at least one year from the date of issue and must be redeemed before this date.
   3. Gift voucher codes can only be used multiple times until the balance is fully used.
   4. The total value of the gift voucher will be applied against the total order including VAT. If your order exceeds the gift voucher amount, you must pay the balance using an approved credit, debit card or via Paypal.
   5. Promotional offers, coupons and discounts are not valid on the purchase of Yogamatters gift vouchers.
   6. When redeeming a gift voucher online or over the phone, you will need to provide the gift voucher number sent in the gift voucher email.
   7. If you have to return an item originally purchased online using a gift voucher for credit, in most cases you will receive another gift voucher code to use on a future purchase.
   8. Gift vouchers cannot be used to purchase other gift vouchers.
   9. No responsibility is accepted for lost or stolen gift certificates.
   11. No VAT is charged on the purchase of gift certificates; however, purchases paid for using gift certificates will be charged the applicable VAT rate.
   12. Gift cards can be refunded to the original method of payment if the request is made within 30 days of purchase and the gift card has not been used.

7. Discounts
Where do I apply a discount code?
You can apply a discount code on the shopping basket page. Remember to do this before the checkout process.

Can I apply a discount code to a past purchase?
No, we cannot apply promotional codes and discounts to past purchases.

Where can I find discount codes?
To be the first to know about any exclusive offers we are offering as well as new product launches and other updates, subscribe to our newsletter. You can learn more on our discounts page.