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Delivery & Exchanges

Delivery & Exchanges

We understand that it can be difficult to get the right size, so we try and make the process as easy as possible. 

If you follow the size guides on the individual product pages, you shouldn't go far wrong, and if you need to order multiple sizes then this is also fine - just return the items you do not need. 

We offer free exchanges on all products within 30 days of your order - you will be responsible for returning any products to us, but we will send out the replacement item(s) at no additional cost to you. 

The official detail is all below - but it really is quite straightforward!

If you need a returns / exchange form, please email

Kinetic Balance products can have a delivery time of up to 2 weeks as these products are imported frequently. 


Standard (UK) delivery costs

PLEASE NOTE, Next Day delivery is conditional on the items ordered being available for immediate dispatch. If you wish to query this prior to ordering, please email

Standard (0kg-1.5kg) UK Delivery - £6.95

Large item (1.51kg-5kg) UK Delivery - £9.95

Shipping for small items under 0.6kg can be reduced to £3.95 on a Royal Mail 1st Class service.


Delivery times can vary depending on the brand, but in general your order will be dispatched within 3 days unless specifically detailed on the product page. 

We will contact you if this timescale is going to be longer and some product pages may state a lead time if they're not in stock. 

Custom Propel® will provide tracking details at the point of dispatch via an automated email. 


Standard delivery to Republic of Ireland

Standard Delivery to Ireland costs £13.99

Delivery timescale will be dependent on courier service

Custom Propel® will provide tracking details at the point of dispatch via an email to you


International Delivery

Standard Delivery to the rest of the world - £39.95

Delivery timescale will be dependent on courier service, dispatched from UK within 3-5 working days.

Custom Propel® will provide tracking details at the point of dispatch via an email to you



As our products are mostly supplied to order, we are unable to provide refunds. However you can exchange your order or have a credit applied to your account if you do not want the same product. 


Can I exchange an item for another size?

Absolutely! We know that out products are unique and the fit can sometimes be tricky, especially when ordering online. 

Please just complete the Returns Form that was enclosed with your original orders and tell us the size you require, and send the item(s) back to us in the original packaging (if possible) and with the tags. 

We will then sent out your exchange item with no further postage costs. 


How can I exchange my order?

You can return an article for exchange up to 30 days after receiving it. 

The items you wish to return must only be fitted, not worn or washed. Of course, we are happy for you to try the items on, to see whether they fit and meet your expectations.

When returning products, make sure to keep their original labels on and send them back in their original packaging where possible. Fill in the Returns Form that came with your order and put it in the packaging with the items you wish to return.

On the supplied returns form, please mark which item(s) you are exchanging. Make sure to always enclose the returns form within your parcel or we may not be able to identify the order. 

We will process your return for a replacement as soon as we have received it, please allow up to a maximum of 2 weeks for the exchange to be processed as we may need to order the product in. We will email you to let you know the progress of the exchange

For exchanges, we will send out the replacement items to you at no further cost. 

If you need an exchange form, please email


Where do I send my items?

You can return your online order to:

Custom Propel Ltd

8 Claydon Court, 108 Marine Parade


West Sussex

BN11 3QG

United Kingdom


Please ensure that a returns form is completed detailing all products and is included within the parcel. 

If you can't find the returns form that was sent with your order, please email us at


Can I return an order if I no longer have the original packaging?

Yes. Please put the items you want to return in sturdy packaging (cardboard box) so they will not be damaged during transport. Please make sure to fill in the returns form and put the form in your return packaging.


I received a damaged or defective item?

We don't expect this to happen as we have a strict quality control process.

In the unlikely event that an item is damaged or defective, please send an email to and let us know what is wrong. If you can attach some pictures this would help us greatly. 

We will look at the issue and workout a suitable solution as soon as possible.