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Customer service


To make a purchase on browse our products under the ‘Dalby Pilates’ logo and click to add items to your shopping basket. You can view your shopping basket at any time by clicking on the basket icon found at the top right hand corner of your screen. Once in the shopping basket, you will have the ability to update items and quantities before checkout.




We ensure that stock availability online matches inventory on hand. If for some reason the item(s) purchased is not in stock, notification will be sent immediately, and you will be given the option to either change or cancel your order.




We've chosen the safest and easiest payment method. You can checkout securely via PayPal.




Once a purchase has been completed, a confirmation will be sent to your email account as soon as your order is received. An email will also be sent to you once your order has shipped, and will include your tracking number. You may also log in to your account, where the tracking number for your purchase will be posted.




For parcels delivered in the UK we use Royal Mail, for parcels delivered outside of the UK we use a courier unless instructed otherwise. When a parcel is delivered you will be asked to sign for it as proof of receipt. If you are not there, a note will be dropped through your door stating how to get your parcel.



If there is any additional information associated with your address, please make sure to include it.




The following information should act as a guideline, timings and prices may be subject to change due to weight of parcel and unforeseen circumstances.



UK customers - £4 | delivery 3 - 5 working days after dispatch.

European customers - £15 | delivery 5 - 10 working days after dispatch.

Rest of World customers - £25 | delivery 10 - 14 working days after dispatch.



We’re also flexible, so if you’d like to request a specific delivery date, we’ll do our best to deliver on a day that works for you.




All orders placed on Monday-Friday, will begin processing the following business day. Please note, that orders placed on Friday will begin processing on the following Monday. We’ll ship within 48 hours after processing has begun and pending credit verification.




We are not liable for any damages incurred during transit, this lies within the responsibility of the chosen courier service. We do not assume any responsibility for lost or damaged packages, however if you do find yourself in such a situation we'll do our all to make it right.




All full-priced items are eligible for a return within 14 days. Items must be un-worn/un-washed with the original packaging and hangtags attached. In order to return a product we ask you to confirm to us in writing either via post or email [email protected]m.



We ask you to take reasonable care of the product and keep within your possession. We reserve our right to charge for goods which are damaged or used by you prior to return.



There is no need to telephone us when sending a return, however feedback is always welcomed and very helpful for us to grow and improve. So if you can spare the time, we would love to hear your thoughts.



We will process any refund due to you within 30 days of the day we receive your cancellation.



Please note that refunds bought as a present can only be given to the original payer.



When returning any product to us, you must take reasonable care to ensure that they are received by us and not damaged in transit. We recommend that you send returns by recorded post and always retain proof of postage.



We ask for returns to be sent to us by posting the product back to us along with a completed Returns Form using the Returns Label provided in the delivery package. Please send your returned item(s) in one shipment to:




Attn: Customer Service

39 Waller Road

London, SE14 5LE



Once your return has been received, you will be refunded the amount paid on your credit card, less original costs.




Goods returned in a worn or washed condition, and/or without hangtags attached fall outside the return policy guidelines – a refund will not be issued. We reserve the right to reject any returns that do not comply with the policy outlined above.



For any questions or concerns regarding the return process, please feel free to get in touch [email protected]m