Customer care

DD Active™ products are made to order. Please allow 2–4 working days for production and dispatch. This production window is separate from the carrier's delivery time and begins when your order is confirmed.

Delivery begins after the 2–4 working day production and dispatch window. The available service, carrier estimate and cost are displayed at checkout before payment. Free UK delivery is available when the bag reaches the threshold shown in the announcement bar; the current advertised threshold is £70.

Delivery begins after the 2–4 working day production and dispatch window. Available destinations, carrier estimates and shipping costs are calculated at checkout. International customers are responsible for any local import duties, taxes or customs charges unless checkout states otherwise. Customs delays are outside DD Active’s control.

We hope you love your DD Active™ order. If you need to return an item, please contact us within 14 calendar days of the item being delivered.

Items must be returned unworn, unwashed and in their original condition, with all original tags and packaging where applicable.

Our standard returns policy offers an exchange or DD Active™ store credit. Store credit is issued to the eligible value of the returned item and can be used towards a future DD Active™ purchase. Store credit is not a cash refund and does not override your statutory rights.

Exchanges are subject to stock availability. If the requested replacement size or item is unavailable, we will offer DD Active™ store credit, unless you have a statutory right to another remedy.

Where UK consumer law gives you a statutory right to a refund, including applicable online cancellation rights or rights relating to faulty or misdescribed goods, those statutory rights will always be honoured.

Once a return has been authorised, please return the item promptly using the return instructions provided by DD Active™. Unless an item is faulty, incorrect or otherwise covered by statutory rights, return postage is the responsibility of the customer.

We reserve the right to refuse non-statutory returns where products show signs of wear, washing, damage, odour, makeup, deodorant marks or other use beyond what is reasonably necessary to inspect the item.

Some products may not be eligible for DD Active’s voluntary returns policy where the law permits an exemption, including:

• Personalised products
• Goods genuinely made to a customer’s individual specifications
• Sealed hygiene-sensitive products once the relevant seal has been broken, where the legal exemption applies

Being produced after an order is placed does not by itself make a product non-returnable, and it does not remove any statutory cancellation rights that apply.

If you receive an item that is faulty, damaged or different from what you ordered, please contact DD Active™ as soon as possible with your order number and photographs where appropriate.

We will assess the issue and provide the appropriate remedy in accordance with your statutory consumer rights.

Nothing in our returns policy affects your statutory rights.

When tracking is available, a dispatch email will include the carrier and tracking link. Allow time for the carrier’s first scan to appear. If tracking has not updated for five working days after dispatch, contact us with your order number.

Check your delivery address carefully before ordering. If an order is late, damaged in transit or marked delivered but cannot be found, email ddactivegymwear@gmail.com so we can investigate with the carrier.