Browse our FAQs
Find answers to our most frequently asked questions below.
Returns and Warranty
Is it possible to return my order?
Yes, eligible items can be returned within 30 days of receiving your order. To ensure returns are processed correctly, all returns must be authorised by Ironmaster UK / Valley Fitness Ltd before being sent back.
Please note: if items are returned with damaged packaging, inadequate protection, missing components, signs of use, or damage, a refurbishment or replacement charge may apply. Any applicable charges will be deducted from your refund (minimum 15%).
How do I start a return?
To start a return, please email Ironmaster UK / Valley Fitness Ltd to request authorisation. If approved, we’ll confirm authorisation by email and provide full return instructions.
Who covers return shipping?
Return shipping would need to be arranged and covered by yourself. You’re very welcome to choose whichever courier you feel is most suitable and convenient for returning the item.
Do your products come with a warranty?
Yes. All Ironmaster products include a manufacturer’s warranty covering defects in materials and workmanship for specified periods, depending on the product and component. The warranty applies to the original purchaser only, is valid for personal in-home use, and requires proof of purchase.
- Benches, machines, and attachments: 10-year warranty on frames and structural components; 1 year on normal wear items (e.g., rubber, upholstery, surface finishes); 2 years on cables.
- Dumbbells and kettlebells: lifetime warranty on structural and functional components.
Shipping and Delivery
How long does shipping take?
As we’re UK-based and hold stock locally, we’re able to dispatch orders quickly and efficiently. Most orders are typically delivered within 2–5 working days of being placed. We always aim to meet this timeframe wherever possible; however, during particularly busy periods, there may occasionally be slight delays.
Which courier do you use?
We deliver Monday to Friday, 8am–4pm, using:
- APC for standard parcel deliveries, or
- A pallet delivery network for larger or heavier orders.
The delivery method is automatically determined by the size and weight of your order and cannot be selected at checkout.
Once your order has been dispatched, you’ll receive a dispatch confirmation email with tracking details:
- APC deliveries include a tracking link to follow your parcel online.
- Pallet deliveries: we will contact you directly to arrange a delivery date.
Can I change my delivery address?
For security reasons, delivery can only be made to the cardholder’s address. If you have a special circumstance, please contact us before dispatch and we’ll advise what options (if any) are available.
Can I request specific delivery dates?
You may request a preferred delivery date by adding it in the customer’s note section at checkout. Requested dates must be at least 3 working days after the order date. While we’ll do our best to accommodate your request, delivery dates cannot be guaranteed, as final delivery is handled by third-party carriers.
Stock & Availability
Is this item currently in stock?
Our website is updated regularly to reflect current stock availability. If an item is shown as in stock or out of stock on the website, this reflects its availability at that time.
What happens if an item goes out of stock after I order?
This is very rare, but if it does happen, we will contact you promptly and issue a full refund for the affected item.
Do you restock sold-out items?
Yes, we do restock items. While we’re unable to provide specific restock dates, we announce availability through our official channels when products return to stock. (maybe change to something more friendly, eg: We regularly restock items. We usually make it clear of approximate restock dates on the product page, but always feel free to email us for additional information).
Do you have a waitlist or offer pre-orders?
If and when they are offered, this will be clearly stated on the product page and communicated through all our official channels. (If these are offered, this will be clearly stated on the product page and via our email newsletter.)
Payments & Checkout
What payment methods do you accept?
We accept a range of secure payment options, including all major credit and debit cards, as well as PayPal (including PayPal Express and PayPal Pay in 3, where available). All available payment methods will be shown at checkout.
Why does my payment show as “pending”?
A “pending” status usually means your payment is still being processed by your bank or payment provider. This is typically temporary and may resolve automatically. If the status remains unchanged, your bank or payment provider will be best placed to assist further.
I was charged but didn’t receive a confirmation email.
If you’ve been charged but haven’t received an order confirmation email from us, please check your spam or junk folder first. If you still can’t locate it, please contact us and we’ll confirm whether your order went through and resend your order details if needed.
Do you have a physical store or showroom?
We don’t currently operate a physical showroom in the UK, which allows us to focus fully on supplying high-quality equipment at the best possible value.
We understand buying online can raise questions, so to give you peace of mind we offer a customer friendly returns policy. If you’d like advice before placing an order, our team is always happy to help.
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