COVID-19 Business Update
COVID-19 Business Update
*21/01/2021 Update*
Weather Update
Due to the severe snow conditions around Birmingham, we do not have a full team for Customers Services, due to this we have decided to close the phone lines for today. Please be advised they will try their best to respond to your queries. We ask for your patience and understanding.
Delivery and dispatch on goods could be delays around the UK, again due to the severe weather from the weekend. We ask that you check your tracking for any updates first before contacting us. If your tracking states 'delayed', 'contact seller' please do not worry, the couriers are having issues in goods delivered and your tracking will update to show when it can be delivered. If your tracking shows 'cancelled' - it may mean the courier has had to cancel the driver's route for today.
We apologise for any inconvenience this will cause our customers. We are working hard to ensure that goods are dispatched and delivered when they can.
*18/01/2021 Update*
Delivery
Delivery around the UK can take between 3-21 working days due to our third-party couriers facing delays in different parts of the UK from being affected by COVID-19. We are working with third-party couriers to ensure delivery is prompt.
We would like to remind our customers who are ordering heavier goods (30kg+). Once your item has been dispatched, it can take a few days for Arrow-XL to make a point of contact, as they are extremely busy. To make the process as smooth as possible, we ask that you ensure that you've entered a mobile number, which is the best number to reach you on. This is to avoid any disappointment. Arrow-XL will then contact you via the number you've supplied us. If, Arrow-XL cannot get in contact with you after a few attempts. They will have to cancel the process of delivery and send any goods back. Arrow XL Tracking Website Click Here - You can input your tracking number and postcode to bring up any tracking information. You can also start a live chat with their customer services, if you need an update on your order.
Any ordered goods that are under 30kg, will be delivered by DHL. You should receive an email with your tracking number on, to track with DHL. The website will show the date of delivery. If the tracking shows 'delayed' and to 'contact the seller.' Please do not worry. It means DHL is a little backlogged in scanning the goods into their sorting depot, which can happen from time to time. As there is an increase in online sales due to many shops being closed. Meaning DHL might have an increased level of parcels to handle from, us and other sellers that use their service. DHL Tracking Website Click Here - You can input your tracking number and postcode, to bring up any tracking information. You can also rearrange your delivery and leave in a safe place via this option.
Collections
We do not offer any collections from our operating site. As we want to keep our colleagues and customers safe due to the rise in COVID-19. So please do not make the trip to us, as it is unnecessary to travel and against lockdown advice from the Government.
If this or anything changes, we will announce this on our social media channels and website: https://www.jllfitness.co.uk/covid-19
*08/01/2021 Update*
Due to snowfall across the UK - there may be further delays in certain areas for delivery. We do apologise for any further delays. This is out of our control and the third party couriers. We would advise contacting the third party couriers if your order has become delayed.
*04/01/2021 Update*
We hope all our Customers had a great New Year! We are back operating from all departments. We would like to make you aware that due to the new tier restrictions the Government have put in places, there are measures we are still implementing for 2021. We will still be operating, sending online orders from our warehouses and to answer any queries.
Delivery
Delivery can take between 3-21 working days. We do apologise for the length of time. We are working with our third-party couriers to ensure delivery is made promptly, however, their services are very stretched. This is due to an increase in freight they have to handle and lockdown restrictions. We are not allowing any collections from our warehouses. So please do not make the trip to us, as it is unnecessary to travel and against lockdown advice from the Government. We are implementing this measure, to ensure that our colleagues and our customers are safe. We are taking this measure very seriously!
We have great third-party couriers who will deliver your order.
- Arrow-XL (deliver goods heavier than 30kg) will contact you via your mobile number to book in a date for delivery. Please ensure when ordering, you use an active/best mobile number.
- Goods under 30kg are delivered by DHL, you should receive an email with your tracking number on, to track with DHL.
Stock Updates
We are offering pre-orders on some of our goods, which you will now see on our website. This would show as a pre-order is showing the following: restock date on the listing, pre-order button, it will also show the re-stock date when checking out.
If an item is out of stock, please sign up to stock alerts so you can be notified when it is back in stock:
1. Click on your desired product on our website
2. Under the price of the product, you will see a button 'notify me when the item is back in stock' - Click this and enter your details.
We will then email you when it is back in stock. It is, first come, first serve bases.
Contacting our Customer Service Team
Due to the influx in demand for fitness equipment. We are a little busier than usual. So sometimes, it can take us 3 working days to respond to your query. Please ensure all order details are in your email. If you have a fault, please ensure a photo or video is attached, to speed up resolution time.
We ask you to not chase your query, as this will delay in a response from the team. Our Customer Service Team are working hard to answer all queries as quickly as they can.
If you cannot get through via the phones, which can happen as our call queue does reach maximum, please leave a voicemail.
We do advise that due to the lockdown in the UK Demand is high for fitness equipment. We cannot hold any stock. It is first-come, first serve bases. We do not offer any discounts, Student Discounts or NHS Discounts. If there is a change to this, it will be announced on our Social Media Channels.
Showroom
We understand that it is easier to try our products before you buy. However, our showroom will remain closed to the general public, for the rest of 2021. Unless we announce the reopening. Please stay at home; as it is not essential to travel to view our products. This is for your safety and our staff members safety.
To see if the products are suitable for your needs, height etc. we advise checking the product measurements, specifications etc.
To know if an upright/indoor-cycling bike is suitable for you, please measure the inside of your leg and compare to the seat to pedal measurements. All measurements can be found on the product page, usually, the last 2 images displayed.
We would like to thank you for supporting us. We want to keep you safe and keep our staff safe. So please ensure you stick to the Government Guidelines and are aware of our measures we have put in place.
*21/12/2020 Update*
Due to the new restrictions in the South and South/East of England, there may be further delays in getting goods delivered. There is also added delays from the level of orders during the festive period.
Due to this, we advise delivery to be between 3-21 working days. We do apologise for this. We are working with our Third-Party Couriers to ensure prompt delivery, however, their services are very stretched.
Please note we cannot guarantee deliveries being made before or on Christmas. The cut-off date to ensure Christmas delivery was the 07/12.
If you do need to contact our Customer Service Team, please email at info@jllfitness.co.uk with your order details. We do ask that you only email once and not to chase your query as this will cause a delay in responding to your query. Please note that JLL Fitness Ltd. will not be operating from 12pm on 23/12/2020. Any orders made from then, won't be dispatched until the 29th and 30th December. From there we will not be operating from the 31/12 till the 04/01/2021. We will then dispatch orders from this period from the 04/01/2021. We like to thank you for your understanding and patience. We hope you have a lovely Christmas!
*04/11/2020 Update*
We will be operating and fulfilling orders throughout lockdown. Please be advised there may be a slight delay due to the high influx of orders.
We are expecting deliveries to take up to 21 working days, due to the panic buying and high demand. Some of the third party couriers in certain areas will have a strain on their service due to staff numbers. This is out of our control.
Our phone lines are overwhelmed with calls every day due to the influx in demand for fitness equipment. If you cannot get through, please leave a voicemail. However, we advise to email the Customer Service team at info@jllfitness.co.uk. Please ensure all order details are in your email. It can take up to 4 working days for a response. We ask to not chase your query, as this will delay in a response from the team. Please be patient with a response. Our Customer Service Team are working hard to answer all queries as quickly as they can.
If an item is out of stock, please sign up to stock alerts so you can be notified when it is back in stock. To do this: 1. Click on your desired product on our website 2. Under the price of the product, you will see a button 'notify me when the item is back in stock' - Click this and enter your details. We will then email you when it is back in stock. We do not allow anyone to reserve items, due to high demand it is first-come, first-serve.
Our Showroom will remain closed to the general public, for the reset of 2020. Please stay at home. As it is not essential to travel to view our products. This is for your safety and our staff members safety.
We would like to thank you for your understanding and patience! Stay fit, stay safe during this winter! More importantly, take care!