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Shipping Policy

Effective Date: 11 April 2026

This policy applies to purchases made from:
The Pilates Collective LTD
Company Number: 15380414
Registered Address: 20 Wenlock Road, London, England, N1 7GU
📧 hello@thepilatescollective.co

1. Delivery Timeframes

Delivery timeframes depend on product availability and will be clearly shown on each product page at the time of purchase.

In-Stock Products
Dispatched within 2–3 working days.
Delivery typically takes 3–7 working days (UK) after dispatch.

Pre-Order Products
Dispatched from the stated landing date shown on the product page.
Delivery typically takes 3–7 working days after dispatch.

Made-to-Order Products
Production time: 4–6 weeks.
Delivery typically takes 3–7 working days after dispatch.

All timeframes are estimates and may vary depending on product specification, location, and logistics.

2. Delivery Areas

We currently ship within the United Kingdom.

Delivery times may vary for:

• Remote or rural locations

• Restricted access properties

• Areas with courier limitations

For international delivery enquiries, please contact us prior to purchase.

3. Shipping Costs

Shipping is included in the product price for standard UK delivery, unless otherwise stated.

Additional charges may apply for:

• Specialist delivery requirements

• Restricted or difficult access locations

Any additional charges will be confirmed prior to dispatch.

4. Delivery Process

Due to the size and specialist nature of our products:

• Delivery may be carried out by a specialist courier or handling team

• Products may require careful positioning on arrival

• Customers must ensure suitable access and space for delivery

Failure to provide accurate delivery information may result in additional charges.

5. Tracking & Communication

Tracking details will be provided where available once your order has been dispatched.

For made-to-order or pre-order items, we will provide updates on production and estimated dispatch where possible.

6. Delays Outside Our Control

Delays may occur due to factors outside of our control, including:

• Manufacturing or supplier delays

• Shipping or courier delays

• Customs or port congestion

• Weather or global logistics disruptions

If delays occur:

• We will keep you informed where possible

• We will work to resolve issues promptly

This does not affect your statutory rights under UK consumer law.

7. Failed Deliveries

If delivery cannot be completed due to:

• Incorrect address details

• Lack of access

• Missed delivery arrangements

You may be responsible for:

• Redelivery fees

• Storage or handling charges

8. Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery information

• Ensuring appropriate access for delivery

• Being available at the agreed delivery time

9. Important Information

Due to the size and nature of our products, we strongly recommend:

• Checking product dimensions before purchase

• Ensuring your space is suitable for delivery

• Contacting us if you require guidance prior to ordering

We are happy to assist in ensuring the product is suitable for your space and requirements.

Refunds & Returns Policy

Effective Date: 11 April 2026

This policy applies to purchases made from:
The Pilates Collective LTD
Company Number: 15380414
Registered Address: 20 Wenlock Road, London, England, N1 7GU
📧 hello@thepilatescollective.co

1. Made-to-Order & Customised Products

Many of our products are made to order or configured specifically for each customer.

Under the Consumer Contracts Regulations 2013, customised or made-to-order goods may be exempt from the standard 14-day cancellation right.

Once production or preparation has begun, orders cannot be cancelled or amended.

If you wish to request a cancellation, please contact us immediately. We will confirm whether production has started and whether cancellation is still possible.

2. Your Rights if the Product is Faulty or Not as Described

Under the Consumer Rights Act 2015, you are entitled to receive goods that are:

• As described

• Of satisfactory quality

• Fit for purpose

If your product is faulty, damaged, or not as described:

• You must notify us within 30 days of delivery

• You may be entitled to a repair, replacement, or full refund

After 30 days, we may offer a repair or replacement before issuing a refund.

3. Delivery Inspection & Damage Reporting

At the time of delivery:

• You must inspect the product before signing for delivery

• Any visible damage or issues must be reported immediately and noted at delivery

Where possible:

• Delivery teams may take photographic records of condition

If an issue is reported after delivery, we will assess based on available evidence.

This does not affect your statutory rights.

4. Returns for Non-Faulty Items (Change of Mind)

Due to the size, weight, and made-to-order nature of our products, returns for change of mind are not typically accepted.

In limited cases where a return is agreed at our discretion, the conditions below will apply.

This does not affect your statutory rights.

5. Return Costs (Non-Faulty Items)

If a return is approved:

• The customer is responsible for return shipping costs

• Due to specialist handling, costs typically range between £300–£600

• Returns must be arranged through our approved collection service

6. Condition of Returned Items

Approved returns must be:

• Unused

• In resalable condition

• Complete with original packaging and accessories

We may reduce or refuse a refund if the item:

• Shows signs of use beyond inspection

• Is damaged or incomplete

• Has not been handled with reasonable care

7. Return Collection & Inspection

All approved returns must be collected using our authorised service.

Returned items will be:

• Inspected on collection

• Fully assessed at our warehouse

Refunds are issued only after inspection confirms the item meets return conditions.

8. Exclusions

We are not responsible for:

• Damage caused by misuse or incorrect assembly

• Normal wear and tear

• Damage caused by third-party handling not arranged by us

9. How to Report an Issue

To report a fault or issue, contact:

📧 hello@thepilatescollective.co

Please include:

• Order number

• Description of the issue

• Photos or video evidence

We aim to respond within 2–3 working days.

10. Refund Process

If a refund is approved:

• Refunds are issued to the original payment method

• Please allow 5–10 working days for processing

11. Important Information

We strongly recommend:

• Reviewing product specifications carefully before purchase

• Contacting us with any questions prior to ordering

• Retaining original packaging until you are satisfied with your purchase

Our team is available to help ensure the product is suitable for your space and requirements.

Terms of Service

1. Overview
This website is operated by The Pilates Collective. Throughout the site, the terms “we”, “us” and “our” refer to The Pilates Collective. 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.

2. Company Information
The Pilates Collective LTD
20 Wenlock Road
London
N1 7GU
United Kingdom

For customer support, please contact:
📧 hello@thepilatescollective.co

3. Use of Our Website
You agree to use this website only for lawful purposes. You must not use this website in any way that may damage the website or impair its availability or accessibility.

4. Products & Orders
All products are subject to availability. We reserve the right to limit quantities or discontinue products at any time.

Products may be:

• In stock

• Available for pre-order

• Made to order

Delivery timelines are clearly stated on each product page and in our Shipping Policy.

5. Pricing & Payments
All prices are listed in GBP (£) and include VAT where applicable. We reserve the right to change prices at any time.

Payments are processed securely via Shopify and associated payment providers.

6. Delivery
Delivery timeframes vary depending on product type:

• In-stock items: dispatched within 2–3 working days

• Pre-order items: dispatched from the stated landing date

• Made-to-order items: production time 4–6 weeks

Full details are provided in our Shipping Policy.

7. Returns & Refunds
Due to the made-to-order nature of many of our products, returns are not accepted unless items are faulty, damaged, or not as described.

This does not affect your statutory rights under UK consumer law.

For full details, please refer to our Returns Policy.

8. Intellectual Property
All content on this website, including images, text, and branding, is the property of The Pilates Collective and may not be used without prior written permission.

9. Limitation of Liability
We make every effort to ensure the accuracy of information on our website but do not guarantee that all content is error-free. We are not liable for any indirect or consequential loss arising from use of this website.

10. User Content
If you submit reviews or content, you grant us the right to use and display this content for marketing and operational purposes.

11. Privacy
Your personal data is handled in accordance with our Privacy Policy.

12. Governing Law
These Terms are governed by the laws of England and Wales.

13. Changes to Terms
We reserve the right to update these Terms at any time. Continued use of the website constitutes acceptance of those changes.

14. Contact
For all enquiries:
📧 hello@thepilatescollective.co

Privacy Policy (UK & Ireland)

Introduction

The Pilates Collective ("we", "our", "us") respects your privacy and is committed to protecting your personal data. This privacy policy explains how we collect, use, store, and share your personal information when you visit our website or use our services, including our Pilates equipment store and online training programmes.

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Important Information

Purpose of This Privacy Policy

This privacy policy aims to inform you how we collect and process your personal data through your use of our website and services, including any data provided when you purchase equipment, register for online training, or otherwise engage with us.

Controller

The Pilates Collective, registered in the United Kingdom, company number [insert company number], with its registered office at 20 Wenlock Road, London, England, is the controller responsible for your personal data.

Contact Details

If you have any questions or concerns regarding this privacy policy, please contact us at:

• Company Name: The Pilates Collective

• Email Address: privacy@thepilatescollective.co.uk

• Postal Address: 20 Wenlock Road, London, England

We also work with licensed partners and affiliates who are subject to similar privacy principles.

The Data We Collect About You

We may collect and process different types of personal data, including but not limited to:

• Identity Data: Name, date of birth, gender, and similar identifiers.

• Contact Data: Billing address, delivery address, email, phone numbers.

• Financial Data: Payment details for purchases and services (processed securely via third-party payment processors).

• Technical Data: IP address, login information, browser type, device information, and related data.

• Profile Data: Username, purchase history, preferences, feedback.

• Usage Data: How you use our website and services.

• Marketing Data: Preferences for receiving marketing communications.

We may also collect anonymised data for analytical and business purposes. This does not identify you personally and is used to improve our services.

How We Collect Your Data

Data is collected through various means, including:

• Direct interactions: Account creation, purchases, training registrations.

• Automated technologies: Cookies and similar tracking technologies.

• Third-party sources: Technical, contact, and financial data from payment and service providers.

For more information on cookies, please refer to our Cookie Policy (if applicable).

How We Use Your Personal Data

We will only use your personal data when permitted by law. Common uses include:

• To fulfil contractual obligations, such as processing purchases or training sessions.

• To notify you of changes to our services, policies, or promotions.

• To manage payments, fees, and refunds.

• To protect our website and services through security measures and compliance with legal obligations.

• For marketing purposes, where you have given your consent.

We may combine your data to offer you personalised content, advertisements, and services.

Marketing Communications

If you have opted to receive marketing communications, we may send you promotional offers and updates. You can opt out at any time by clicking the unsubscribe link in our emails or by contacting us directly.

Payment Processing

Payments made through our website are processed securely via third-party providers such as PayPal or Stripe. We do not store or process your financial information directly. All payment data is handled in accordance with the provider’s privacy policy.

Data Security

We have implemented appropriate technical and organisational measures to secure your personal data against unauthorised access, misuse, and disclosure. Access to your data is restricted to employees and third-party service providers who require it to perform their duties.

Data Retention

We will retain your data only as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, tax, or regulatory requirements. After this period, your data will be securely deleted or anonymised.

Your Legal Rights

Under UK data protection law, you have the right to:

• Request access, correction, or deletion of your personal data.

• Object to or request restriction of processing.

• Withdraw consent at any time (which may affect the services we can provide).

• Request the transfer of your personal data to another provider.

To exercise these rights, please contact us at hello@thepilatescollective.co.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection: www.ico.org.uk.

Changes to This Policy

We may update this privacy policy from time to time. Any changes will be posted on our website, and we encourage you to review this policy regularly.

Governing Law

This privacy policy is governed by the laws of England and Wales, and any disputes will fall under the exclusive jurisdiction of the courts of England and Wales.