Hi, these are our most common questions from our customers. Click on the question for the answer to appear beneath it. If you can’t find what you are looking for here or elsewhere on the website, please email me at email@example.com - Jay Barratt, Founder, Afterglow.
1. Are you taking any measures to protect the Afterglow staff and customers during the global COVID-19 pandemic and will you still be delivering worldwide?
Yes, we will still be delivering wherever we are able, including in our home territory, the United Kingdom.
Our third-party delivery parcel partner RePack has announced special measures and advice to ensure their bags are as safe from COVID-19 as possible. Most importantly, each bag is thoroughly cleaned before dispatching. Click here for more info.
Our delivery service partners DHL and Royal Mail have also issued detailed contingencies to deal with the COVID-19 pandemic. Afterglow’s fulfillment department will also be taking the strictest precautions when dispatching customer purchases to minimise the risk of infections.
The World Health Organisation has stated that there is a very low risk of the coronavirus spreading to humans from products and packages due to the “poor survivability of these coronaviruses on surfaces.” The various temperatures that packages go through during the delivery process – sometimes taking days – mean that coronaviruses are not likely to survive.
However, it is advised that when receiving packages, these are handled with gloves (or you wash your hands afterwards and do not touch your face) and wiped down with soap or recommended disinfectant as soon as possible.
Our support staff are also all working remotely with no personal contact and the strictest hygiene precautions.
Unfortunately however, some countries have suspended all but essential deliveries, so please check your home country’s status on that before ordering from Afterglow if you are outside the UK.
On behalf of everyone at Afterglow, we extend our heartfelt thanks and appreciation to the health workers, community leaders, essential workers and governments who are working to contain the spread of COVID-19 and protect our families and communities.
May our societies and mother earth heal and return stronger and healthier than before when the pandemic passes.
2. Do you ship internationally / outside the United Kingdom?
Yes. Please note though, as per above, that some countries have suspended all but the most essential deliveries during COVID-19 lockdowns. Please also note that outside of these restrictions we currently do not ship to: Russian Federation, Iran, Venezuela, Pakistan, Lebanon, Syria, Bahrain, Kuwait or Saudi Arabia.
However, if you spot a product that you absolutely love and have to have, but find that it somehow doesn’t ship to your destination, simply email us at firstname.lastname@example.org, and we’ll give you a delivery quote based on the size and weight of your order, and your address. Should you want to then place your order, we’ll quickly guide you through the process.
3. What is the cost of your international shipping?
This is impossible to determine until you reach check out, where the weight and dimensions of your order, as well as which shipping option you choose, will determine the price of your international shipping.
However. we may be able to offer you a more affordable option. Please email us at email@example.com with the name of the product(s) you want to order and your address and postal code, and we’ll let you know if we can help you further.
4. Does your international shipping price include any further import duties or levies?
Please be aware that the customer is responsible for payment of all levied taxes, duties and customs charges, which are set by your country’s customs agencies, which vary by country.
If you choose to ship your goods using our DHL shipping provider, then we are able to provide you with an estimate of these fees, and enable you to pay for these upfront at checkout.
However, if you are choosing to ship using Royal Mail, we are not yet able to to provide you with an estimate of these fees, since we are still working on automating this for this carrier.
If you are not sure, we urge you to check the rules and costs of your country regarding taxes and duties before placing your order, since you will be responsible for paying any import taxes or duties at the point of import into your own country.
For more information click here to see further information on our shipping policy.
5. How much are your shipping costs within the UK and how long will it take?
For standard delivery with Royal Mail, the costs are a £4.50 flat fee for orders under £130 and free delivery for orders over £130. This will take 2-4 working days to arrive.
Our next day delivery with DHL Express ‘GoGreen’ (our default delivery method) costs a flat fee of £9.00 and takes one business day, if you order before 3 pm Monday to Friday.
Express orders placed on a Sunday will be delivered in 2 working days. Please also note that due to a limited capacity of Express orders that can be sent per day it can happen that the delivery option is temporarily not visible on the site.
This is to ensure that every placed express order will be always delivered on time. Our apologies for any inconvenience this might cause. We are also unable to deliver on public holidays, any orders placed on a public holiday will be dispatched the following working day.
Please also note we cannot deliver to PO Boxes.
6. How does the order process work and what do I do if my order has not arrived?
When you place your order with Afterglow you will receive an email at the address you listed at checkout confirming your order. You will also receive another email confirming when it has been shipped and when you can expect your delivery.
7. Can Afterglow cancel my order before I receive it?
Yes. There are a few reasons that can keep us from being able to ship your order. Here are a few possible causes:
- The product(s) you ordered are out of stock.
- You live in a remote area, and we cannot deliver there.
- You specified a PO Box as your delivery address. Unfortunately, we are not able to deliver to PO Boxes, because our deliveries need to be signed upon receipt.
- A payment issue might have occurred when you placed the order.
In the unlikely event of an order cancellation from Afterglow, you will receive a notification in case of cancellation or in case of difficulties with processing your order shortly after the issue is identified, while we do everything we can to resolve this. If not receive your order after the stated delivery timeframe, please contact us at firstname.lastname@example.org soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.
8. If I missed the delivery of my package can I book a redelivery?
Yes, book a re-delivery with Royal Mail or DHL. You will need the notification card which was left in your letterbox by your carrier. If you choose to pick up your order from a Royal Mail or DHL pick-up point, make sure you take some proof of identity along with your notification card.
For DHL Express deliveries, the customer must sign for delivery. However, if you are not at home, you will get access to the DHL ‘on demand delivery’ platform, so you will therefore have the option to redirect your parcel as you prefer (e.g. to a local service point for collection).
Can’t find a notification card from your carrier? Please contact Royal Mail or DHL as appropriate. Otherwise email us at email@example.com
9. Can I cancel my order and ask for a refund?
Yes. Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
To return your product, you should mail it to: Unit 6, 41 Kensington Gardens Square, Flat 6, London, W2 4BQ, United Kingdom.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received a refund when expected, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
10. Can I exchange an item?
Yes. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
Unit 6, 41 Kensington Gardens Square, London, W2 4BQ, United Kingdom.
We will then assess the damage and approve the exchange.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Please check our further policies on returns and exchanges here.
11. How will you use my personal details?
Any personal information you provide us when using our website covers both ‘Device Information’ and ‘Order Information’, collectively known as ‘Personal Information’.
We will only use any Personal Information we collect when you visit the site (‘Device Information’) help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain other personal information from you, including your name, billing address, shipping address, payment information (including credit card numbers and other payment methods), email address, and phone number. We refer to this information as ‘Order Information’.
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store – you can read more about how Shopify uses your Personal Information here.
We also use Google Analytics to help us understand how our customers use the Site – you can read more about how Google uses your Personal Information here.
You can also opt-out of Google Analytics here.
We may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you.
12. Do you have any other Terms of Service?
Yes. By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
To view our full Terms of Service, please click here.
13. Are your clothes, products and delivery methods really all as 100% sustainable or eco-friendly as you claim?
Yes, as much as is humanly possible. We have done everything in our power to ensure that the vast majority of our gym clothes for men and women are produced as sustainably as we can make them. This includes the eco-friendly Recover R-Blue yarn that makes up the fabric that comprises more than 90% of our hoodies, joggers and gym shorts, as well as our threads, trims, zippers, draw strings, labels and more. All of these are made from recycled products and/or produced in factories using audited sustainable or environmentally sound production methods. To further reduce emissions our clothing is manufactured in our home country of the UK and most of our packaging and delivery is also recycled and eco-friendly, including our poly bags, recycled cardboard boxes, RePack delivery bags and our default DHL ‘GoGreen’ mailing option, which includes the use of eco-friendly packaging, delivery vehicles and a 100% carbon offset scheme. For more information on Afterglow’s eco-friendly credentials, click here or on the Sustainability tab in the drop down menu above.
14. I love your website and your ethos. Is there a way to contact you if I would like to contribute to your blog, become a brand ambassador or otherwise get involved in Afterglow?
Yes, by all means, we would love for you to join our movement. Please email us at firstname.lastname@example.org and we will get right back to you!
If you have any other questions, please email us at email@example.com