We get it – sometimes something just doesn’t work for you and you want to return or exchange. As long as your item(s) were either purchased from, keepfitwithsoko.com or our keepfitwithsoko App, and are still in their original condition, you have up to 30 days to return your item back to us!
What items can I return?
Any unwanted product must be returned within 30 days from when your order was delivered.Please see the below for any exceptions to this rule:
- All Underwear & Swimwear can’t be returned for hygiene reasons.
- Socks can be returned if they are sealed in their original packaging.
- All bottles are non-returnable due to hygiene reasons.
- Personalised items can’t be returned.
- In the US and Canada, items with a final discount of 60% or more are ‘Final Sale’ and are not eligible for returns, exchanges, refunds, or store credit. These items will be marked ‘Final Sale‘ on the product page and will be clearly visible at checkout.
This does not affect your statutory rights.
To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed and in the same condition you received them. If an item is returned to us damaged, worn, or in an unsuitable condition, we won’t be able to give you a refund. All items are inspected on return.
Start A Return or Exchange
How do I return my items?
We offer free returns to the following countries;
United Kingdom (mainland), United States, Canada, Germany, Austria, Switzerland, France, Belgium, Netherlands, Sweden, Denmark, Finland, Norway, Poland, Australia, New Zealand and Ireland.
If your country is not listed here you may be responsible for the cost of your return.
To start your return, choose your location below;
To make a return, follow the steps below;
Start a Return
- Head to our online Returns Portal within 30 days of receiving your order
- Enter your order number (e.g. #RW123456) and shipping postal code or email address. Please enter everything exactly as it appears on your order confirmation, including the # in your order number.
- Select which item(s) you’re returning/exchanging and why.
- Select the method you’ll be returning your order
- Dependant on your return method, you may need to download and print a returns label. Simply attach to your parcel and take to your nearest drop-off point. Printerless options may not be available.
- It can take up to 28 daysfor your orderto arrive back at our warehouse and for your order to be refunded
Start a Return
Return an item in a few easy steps:
Start by providing some information about your purchase so we can locate your order.
Received a faulty item?Faulty items cannot be returned through the portal. Please contact us.
Order No. / ID*
Please enter ‘#’ followed by your order number.
Postcode / Email / Phone No.*
Please enter either the post code, email or phone number from the details when you purchased your items.
In the unlikely event you’ve received a faulty item, check out our ‘Received a faulty item?‘ page.
Please don’t return any damaged or incorrectly delivered goods unless you’re told to by a member of our support team. If you do this, it will delay us resolving your issue.
When will I get my refund?
This can depend on how long it takes your chosen returns courier to get the items back to us before being processed for a return at our warehouse.
Good to knows…
- Keep any proof of return postage receipts as we may need to view these as part of your return query.
- We only offer refunds onto the original payment method used to make the order.
- For purchases where a gift card is used to cover the full or part of the order total, the refund will be applied to the gift card first.
- Refunds can take up to 7 days to be processed from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.
Can I combine multiple returns into one return?
The short answer is, no. Unfortunately, we’re currently unable to process combined returns and therefore require you to send your returns from different orders separately.
Furthermore, returns registered separately, even if from the same order, can’t be processed if returned in one package.
Combining the returns into the same package my cause an error in your refund, so please package separately.
If you’ve already sent back multiple returns in one package, please let us know so we can look into this for you. Please retain any proof of return postage receipts as we may need to view these as part of your return query.
Do you offer exchanges?
If you opt for an exchange, we’re unable to ship out your chosen item until the item you’re returning is scanned in at our warehouse. This means we’re unable to pre-reserve any item(s) that are chosen for exchange.
If for any reason we’re unable to process an exchange, you’ll receive an email confirming a refund to your original form of payment. A refund can take up to 5 working days to be processed and returned to your account.
Received a faulty item?
We’re sorry if you’ve received a faulty item! There’s no need to return the item to us at this stage.
Unfortunately, we’re only able to help if you purchased your item(s) from us directly. If you purchased from a third-party retailer or reseller, we’d recommend contacting them directly.
If you’ve purchased your item from our official web store keepftwithsoko.com, send us a message and we’ll look into this for you.
Please send our Customer Support Team:
- Your name and email address
- Order number (e.g #UK123456)
- Item name/description (if known)
- Photos that show:
1. The fault as clearly as possible
2. Full-length photo of the item
3. The keepfitwithsoko logo and label
All claims for orders arriving with damaged or wrong items must be made within 7 days of the delivery date. You will be entitled to a refund or exchange equal to the current price of the faulty item(s).