Customer Service Support

Our customer support team is here to help! Friendly, knowledgeable, and responsive, we’re committed to making your REP Fitness experience seamless from order to delivery and beyond.

To get in touch, please use the ‘Contact Us’ form below. Fill out the form and we’ll respond promptly. We aim to reply as quickly as possible.

 

FAQs

GENERAL FAQS

IS REP NOW IN THE UK?
Yes! REP is now in the UK, bringing all our top gym gear and support closer to you.
WHAT IS THE REP PRE-ORDER OFFER?
Our Pre-order launch offer ended 22 January 2026. You can now shop our bestsellers instead.
WHY IS REP UK PRICING DIFFERENT FROM THE US?
We’re all about value, and we’re working hard to keep our prices as close to US pricing as possible. Local taxes (like VAT), import costs and currency rates make a difference, but we’re making sure you get the best deal we can offer!
WILL UK WEBSITE PRICES INCLUDE VAT?
Yes! We believe in keeping things as simple and transparent as possible, so all our UK website prices will include VAT. No surprises at checkout. See our pricing terms here.
HOW WILL WARRANTIES BE HANDLED?
We’re committed to having your back! Our UK warranties will align with UK consumer rights and REP’s global standards, supported by our local team. If you’ve bought through Fitness Superstore, no worries - we’re taking care of you!
Will THERE BE A PICK-UP DISCOUNT AT YOUR GLOUCESTER LOCATION?  

Yes! Starting February 2026, customers will be able to pick up equipment locally from our Gloucester location and receive a 10% pick-up discount. 

You’re welcome to stop by our showroom between 9am to 4pm, Tuesday to Saturday, to place your order in person, or contact our customer support team at support.uk@repfitness.com for assistance. 


CAN I GET A PERSONALISED HOME GYM DESIGN SERVICE?
Not at the moment but we are working on offering this service for the future! Once up and running, we plan to help you build the ultimate setup. Our design consultation service will help you create a space that’s tailored to your goals - whether you’re training for strength, aesthetics or endurance.
WHAT HAPPENS IF I BOUGHT A REP PRODUCT FROM FITNESS SUPERSTORE?
No worries! All existing warranties, service agreements, and post-purchase support for REP equipment purchased through Fitness Superstore will transfer seamlessly to REP Fitness UK. You’ll continue to receive the same great service from our new UK team. See our Warranty Policy.
HOW CAN I STAY UPDATED ON REP UK'S PROGRESS?
Join the community! Sign up for our newsletter at the bottom of our homepage to get the latest updates on our UK launch and beyond. You can also follow us on social media for sneak peeks, announcements, and behind-the-scenes updates as REP-UK comes to life! 
IS REP UK HIRING?

Yes! Our UK/EU team is always looking for talented individuals who are excited to make an impact in a fast-moving, supportive, and innovative environment. 
Please visit our career page to view current openings and apply if it sounds like a good fit for you. You’re also welcome to share your CV for future opportunities.

 

PAYMENT FAQS

ARE YOUR PAYMENT OPTIONS SECURE?
Yes, our website is hosted by Shopify which uses Level 1 PCI DSS compliant (the highest level of credit-card security standard) for its payments. This means our Shopify provided payments meet rigorous standards for handling card data.
ARE PAYMENTS 3DS COMPLIANT?
Yes, our payments support 3-D Secure (3DS) and are compliant with Payment Services Regulations 2017 / Revised Payment Services Directive (PSD2) for the UK.
DO YOU OFFER FINANCING?

We offer Klarna through Shopify Payments. Three Klarna payment options are available:

  • Pay Later 30 - you pay in thirty days (known as a BNPL payment product)
  • Pay in 3 - the amount payable is split into three instalments (known as a BNPL product)
  • Pay Now - you pay the full sum in a single payment.
ARE ANY PAYMENT OPTIONS UNREGULATED CREDIT AGREEMENTS?
Yes, Klarna's Pay in 3 and Pay in 30 days payment options are unregulated credit agreements.
CAN USING KLARNA IMPACT MY CREDIT SCORE?
Borrowing more than you can afford or paying late when using Klarna may negatively impact your financial status, ability to obtain credit or incur late fees

 

DELIVERY FAQS

WHERE DO YOU DELIVER?
We currently ship to mainland Great Britain and Northern Ireland. If you’re unsure whether your location is covered, feel free to reach out to our friendly, local customer support team at support.uk@repfitness.com. See our Delivery Policy. 
WHAT DO YOU CHARGE FOR DELIVERY?

All orders qualify for free tracked delivery irrespective of product weight or type. Free delivery normally takes 2 to 3 days with curb side drop-off unless otherwise agreed. 

WHAT CAN I EXPECT WITH DELIVERY?

Once your order ships from our warehouse, you’ll receive a shipping confirmation email. 

  • Small parcel shipments (UPS Ground): 
    If your order ships via UPS Ground, your tracking number will be included in the shipping confirmation email. Upon delivery, UPS will leave the package at your address and take a delivery photo. 

  • Large freight shipments: 
    For larger orders shipped via freight, the carrier will email your tracking information directly. Once the shipment reaches the local terminal, the carrier will contact you to schedule delivery within a 2-hour window. A signature is required at delivery, so someone must be present to receive the shipment. 

WHAT DOES CURBSIDE DELIVERY MEAN? 

Curbside delivery means the carrier will unload your items at the end of your driveway or at the nearest accessible curb. Bringing the shipment closer to your home or into your garage is at the driver’s discretion, as large delivery equipment may pose a risk of property damage. 

WHAT SHOULD I PLAN BEFORE MY DELIVERY?

Before your delivery arrives, we recommend taking a few steps to ensure a smooth and safe setup for your new REP equipment: 

  • Check access: Make sure your delivery path is clear and accessible, including driveways, doorways, and hallways. 

  • Confirm available space: Measure your space to ensure there’s enough room for your equipment and proper clearance for use. 

  • Assess floor strength: Some items are large and heavy. A fully loaded rack with plates can weigh over 500 kg, so it’s important to confirm your flooring can support the weight (especially for upstairs installations). 

  • Prepare protection: Use rubber flooring or mats to protect your floor, reduce noise, and help distribute weight evenly. 

  • Plan for help: We recommend having at least one other person available to help move and position heavier items safely. 

HOW DO I CHECK MY ORDER STATUS / TRACKING?

Once your order leaves our warehouse, you’ll receive a shipping confirmation email with tracking details. If you haven’t received this email yet, your order is still being prepared for shipment. 

DO YOU PARTIAL DELIVER ORDER

Yes. If your order includes in-stock and pre-order items, the in-stock items will ship first, and you’ll receive tracking information as each shipment goes out. Pre-order items will ship separately during their expected ship week. 

We always try to ship all items together whenever possible. If that isn’t feasible due to the size or number of items in your order, you’ll be notified in advance. 

PRODUCT FAQS

DO YOU ACCEPT PRE-ORDERS?
Yes, our Pre-order launch offer ended 22 January 2026. You can now shop our bestsellers instead.
HOW CAN I SPEAK TO SOMEONE FOR PRODUCT ADVICE BEFORE BUYING?
Our knowledgeable customer support team is happy to help you find the equipment that best fits your needs and training goals. Please use the Contact Us link and one of our team members will be glad to assist.
WILL THE UK OFFER AN IDENTICAL RANGE TO REP USA?
REP UK will differ slightly from the U.S. range. In some cases, product lines have been updated, and we’ll be offering the latest and most up-to-date versions in the UK. Additional products may also be introduced over time as we continue to expand our range.
WILL REP'S NEWEST PRODUCTS ALSO BE AVAILABLE IN THE UK?
Yes! We are working to get a full line up of all our great products to everyone in the UK. If you have a specific product in mind, reach out to us at support.uk@repfitness.com.
ARE SPECIFICATIONS FOR UK PRODUCTS DIFFERENT FROM THE US?
You’re getting the real deal – the same high-quality, innovative products that have made REP famous in the US. We’re also working on KG versions of fan favourites like Pepin’s, Ares 2.0, Athena, Adonis, and Arcadia / Arcadia Max. Any variations will be clearly outlined.
WHY DO CLEAR COAT UPRIGHTS, CROSSMEMBERS, FRAMES AND OTHER ITEMS HAVE SMALL COSMETIC BLEMISHES?

Please note, the inherent manufacturing process for Clear Coat uprights, crossmembers, frames and other items results in minor cosmetic blemishes. These blemishes are typically 1 mm to 10 mm in length and are caused by trace moisture trapped beneath the metal surface during finishing.

The blemishes do not affect structural integrity or performance.

This information is provided in accordance with Section 9.4.1(a) of the Consumer Rights Act 2015, which requires us to draw the blemishes to your attention before you make a purchase.

If you want to avoid items with minor cosmetic blemishes, we recommend purchasing a Stainless Steel option instead.

WHERE CAN I PHYSICALLY SEE REP PRODUCTS?
You can visit our Gloucester showroom between 9am and 4pm, Tuesday to Saturday:
Unit 6, Indurent Park
Stonehouse, Gloucester
GL10 3EZ

Visit our Showroom Page to book your visit. 

 

PRODUCT WARRANTY FAQS

DO YOU OFFER A LIFETIME WARRANTY OF PRODUCTS?
Yes, we are very proud to offer a lifetime warranty on selected products. To see what products have a lifetime warranty please click here.
WHERE DO YOU MANUFACTURE YOUR PRODUCTS?
We manufacture globally. Our goal is to produce the highest quality products we can at a price that sets us apart as a value leader.
HOW DOES YOUR QUALITY COMPARE TO COMPETITORS?
The short answer: Very well. If, for any reason, your product's performance is compromised due to defects in material or workmanship, we want the chance to make it right. We stand behind our high-quality products and will work diligently to ensure that every customer is satisfied with their purchase.
WHAT DOES YOUR WARRANTY COVER?
Our warranty covers manufacturing defects. Your statutory rights under the Consumer Rights Act 2015 entitle you to a repair, replacement, or refund for faulty goods, which we happy to honour if ever required. See our Warranty Policy.
WHAT DOES YOUR WARRANTY NOT COVER?
Warranties do not cover normal wear and tear, or damage caused by misuse, improper storage (e.g. including but not limited to storing outside), maintenance, or misuse/ mishandling. Modifying or repairing a product outside of REP may void the warranty. REP cannot guarantee compatibility with other companies’ products; using third-party items in combination with REP products may affect warranty coverage.
WHAT IS MISUSE OF A PRODUCT?
Examples include abusive dropping of bars (e.g. including but not limited to onto a box, bench, spotter arms, or rack pins), excessive dropping with insufficient or damaged bumpers, dropping iron plates heavily, or dropping onto hard surfaces such as concrete, and/or similar non-intended usage.

If you did not find what you are looking for, then please reach out to us using the Contact link above, phone our friendly Customer Service Team at 0330 174 6806 or click the link below to access our comprehensive Knowledge Base! hosted on our US website. A new window will open and you will be taken to our US site. When you have finished, close the window and you will be back on the UK website.