FAQ

I have received the wrong item

We're sorry to hear about the issue with your order and want to resolve it as quickly as possible. Please get in touch with us here with a photo of the item received in error along with your order details. Our Customer Service team will be more than happy to help.

My item has arrived damaged or faulty

We’re extremely sorry to hear about the issue with your item. Every product is carefully inspected before shipping, so we apologise that this one slipped through. Please get in touch with us here by sending us your order details and a photo of the damaged item (with the Active Sphere tag visible). We'll resolve this for you right away!

My item has become damaged after wear

We’re sorry to hear your item has become damaged after wear. We pride ourselves on the quality of our items and truly believe they should last a lifetime and not just one wear or wash! Please get in touch here with your order details and an image of the damage. We’ll be in touch with a solution as quickly as possible.

An item is missing from my package

This is very concerning, as all packages are thoroughly checked before dispatch. However, we weigh each parcel prior to shipping, so we can quickly resolve this for you. Please reach out to us here with your order details. In your message, please also confirm if the package appeared tampered with. Our team will investigate the issue and get it sorted for you promptly.

Can I cancel or change my order after I have placed it?

You're now able to edit or cancel your order within 15 minutes of placing it. You can do this on the order confirmation page on our website. Please note, if any payment is required (e.g. shipping upgrade, adding products) you'll be taken to our checkout where you can use all our available payment methods. This must be paid within the 15 minute window.

Why was my order cancelled?

We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order or, our payment provider has declined to accept your payment method. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours/7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).

What size should I order?

We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website. All our items generally fit true to (UE) size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item.

When will you be restocking?

Our items are super popular and can sell out quickly but don’t be disheartened as we restock different items 2/3 times a week and our newest items are generally restocked within 2-3 week periods. We can’t provide exact restock dates but if there’s a particular item you’re waiting on, please send over the product name and size to one of our contact platforms and we’ll be in touch with the time frame this is due to be restocked in. You can also sign up for restock notifications when
an item is fully out of stock. You can do this by entering your email address under the “subscribe to back in stock notifications” header and we’ll then let you know when this item has been restocked so you can be
one of the first to get your hands on it! We’d also recommend checking back on our website regularly as we restock returns daily! We also love to tease, and you may see some unreleased items on our Instagram pages
from time to time… When this happens, the items will generally be online within the next 2-3 weeks. Be sure to keep an eye on our New In section for all our latest drops!

Can I buy your items off other websites?

All our items are designed in house by our design team and manufactured in our own factories. It’s worth noting that we do not offer wholesale so any websites. We’d never want our customers to be deceived by another online retailer so if you want Active Sphere designs and quality, we recommend
only ordering from our website directly.

Where is my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

You can also track your order on shipping company website.

Can I order to a PO Box?

Unfortunately, we do not deliver to PO Boxes or hotel addresses.

Can I change my delivery address after placing my order?

You're now able to edit your order within 15 minutes of placing it. You can do this on the order confirmation page on our website. You're able to change any part of your address or enter a new address entirely. If you change the country, you may need to also change your shipping method and pay the difference if this is more expensive. If this is the case, you'll be taken to our checkout where you can use all our available payment methods.

How do I track my order?

Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. Please note, it may take up to 24 hours for your tracking information to update. You can also track your order on our website within the account section.

Why is my order late?

We work hard to ensure that orders are dispatched quickly so it’s truly disappointing to hear your order has not been received on time. Please note, we do state online that all delivery time frames are estimates /
in working days except for UK next day delivery so we cannot guarantee your order will be delivered on the estimated delivery date shown at checkout if you select any other delivery method. If a delivery has been attempted and not received, you can re arrange delivery with the courier directly. If your order was dispatched with next day delivery and hasn’t been received on time, please get in touch with us here and we’ll investigate this delay with the courier directly.

Where is my order being dispatched from?

All orders are shipped from our warehouse in Spain.

What time can I expect my delivery?

Our couriers do their best to deliver your parcels to fit around your lifestyle. You will generally receive your order before 10pm on the expected day of delivery.

I have been charged incorrectly

Our system can only take the amount that is confirmed by yourself at checkout so please ensure you have checked out in the correct currency. If your invoice/confirmation emails show an alternative amount to the total you confirmed at checkout, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn. Apologies for any alarm caused!

Do you have any discounts?

We regularly run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription on the website.

Discount exclusions: Items in outlet and promotions.

The price has changed since I ordered

As an online retailer, our prices can occasionally change due to factors
such as stock levels, customer demand and fashion trends. Due to this, we are regrettably unable to amend an item price once the order has been completed.

What payment methods do you accept?

We accept Visa, Maestro, MasterCard, Google Pay, Shop Pay, Union Pay, Amex, and PayPal as methods of payment.

What is your online security policy?

Our customers online security is extremely important to us and we endeavour to keep our customers safe when shopping on our website. As part of this, we occasionally perform security checks on some orders and if we’re unable to validate your order, we may contact you via email to request more details regarding your payment. Please rest assured, this does not affect your credit rating. In the unlikely event your card has been used fraudulently, we urge you to contact your payment provider immediately and inform us here.