FAQ

Emmacy Ltd is the exclusive distributor for Peak Pilates® equipment in the UK for Mad Dogg Athletics, Europe.

Peak Pilates® order confirmations are sent out via e-mail. You will receive your order confirmation within 24 hours after placing your order. A shipping confirmation email is sent once your package has shipped from our warehouse. The shipping confirmation may include a tracking number if the carrier provides this service. Please check your spam/junk folder for confirmation emails.

Because we know you are passionate about Peak Pilates®, we make our newest and best products available to you before anyone else! The expected release date will show when you make your decision to buy. Please keep in mind that there are things outside of our control. This means that delays may occur. Should there be any delays to the product’s release date, you will be notified via email. We understand that sometimes timing is critical, so if you wish to cancel your pre-order, please send your request to peakpilates@emmacy.co.uk and include your order number. By placing a pre-order, you are making an advanced purchase which requires full payment. Once the item has become available, your order will ship using the method chosen at the time of purchase.

If you have made a mistake on your order, please notify us immediately either by phone or by email. We will make every attempt to correct your order; however, if your order has shipped we will be unable to change any portion of your order. For additional information, please refer to our Return Policy and Procedures section below.

To cancel an order, please contact us as soon as possible. We will make every attempt to stop the order from shipping. Orders placed before 12 pm, will generally ship the same day. Orders placed after 12 pm, will ship the following business day. In the event your order ships, you may return it however, the customer is responsible for all shipping costs related to the return of the order. Refunds on outbound freight is non-refundable.

Occasionally we sell out of an item faster than expected. If this occurs, you will be notified by a rep, the item will be placed on backorder and you will be given the choice to either wait for the product or receive a refund.

Refused or undeliverable orders may be subject to a 20% restocking fee, in addition to all applicable freight charges.

Emmacy Ltd. is committed to 100% customer satisfaction. Returns or exchanges are accepted within 21 days of the original purchase, subject to agreement.  Please contact us to discuss.  We recommend returning your items using an insured, traceable shipping method. We are not responsible for items lost or damaged during the return shipping process, nor are we responsible for return postage. Original shipping charges are not refundable. Once your return has been received, inspected and processed, your refund or exchange will be processed immediately.

Product returns that are received either damaged or otherwise not able to be sold as new will be evaluated on a case by case base.

In the case of a manufacturing defect, please refer to the product’s warranty policy.

If any part of your order is damaged, defective, incorrect or missing merchandise, please contact us immediately.

Check your order and report any discrepancies within 72 hours of receiving your order. Save all the cartons and packing material for inspection. Emmacy Ltd. will refund shipping costs associated with returning such merchandise.

Return shipping charges will not be refunded, however, you will not be charged for the shipping costs associated with the exchange. Please allow one billing cycle for credits to appear on your statement. If your order is a gift and the recipient wishes to return or exchange the item, please follow the above return/exchange instructions.

The purchase price of the return item minus any applicable charges will be credited back to your original method of payment. We will refund or credit the value of the item, this however doesn’t include designated duties, taxes and custom fees you were charged. Shipping charges are non-refundable.

We accept the following payment methods:

• Visa
• Mastercard
• Paypal
• Klarna

If we were unable to process your credit card, please check to ensure you entered the correct card number and expiration date, and that the billing name and address match your credit card billing information exactly. Emmacy Ltd. will appear on your credit card statement.

Prices shown are in UK sterling.  Pricing is subject to change without notice.

Emmacy Ltd. thoroughly checks the validity of orders for fraudulent use and is not responsible for any delays due to verification of orders. We reserve the right to cancel orders without notice if they appear to be fraudulent.

Emmacy Ltd is located in Peterborough, Cambridgeshire
Emmacy UK (part of Gymkit UK)
Unit 1, 130 Station Road
Whittlessey, Peterborough
PE72EY

Company registration number: 13377307

VAT / TAX registration number: GB 379 3617 53

EORI number: NL814173652