Help

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You'll find answers to the most common questions below, if you require further assistance please do not hesitate to call us!

Can you refund the VAT on my BFPO order?

We can refund the VAT on items sold by us which are sent to BFPO addresses, as long as the address is located outside of the UK.

BFPO Addresses Based Outside of the EU

To request a VAT refund for a BFPO address outside of the EU, please contact us once your order has been dispatched. Remember to include the order number with your request. You'll need to contact us within 3 months of the time of the supply of goods.

BFPO Addresses Based within the EU

Before we can issue a VAT refund for an order dispatched to a BFPO address which is within the EU, UK VAT legislation requires us to obtain a "certificate of entitlement" confirming that the items have been dispatched to, and received by, a qualifying body or person as set out in paragraph 14.4 of HM Revenue and Customs Notice 725 dated January 2014. We will accept a copy of the order receipt which was dispatched with the item(s), signed and stamped by the head or acting head of the embassy, high commission, consulate, visiting force contingent or international organisation, with evidence of the official status of the signatory.

For goods which are dispatched to BFPO customers in Cyprus or Germany we require a certificate from the person placing the order, uniquely identifying the supply for which relief is claimed, and claiming entitlement as follows:

  • for British forces in Cyprus - under Article 151 (e) of EC Council Directive 2006/112/EC, or
  • for a visiting force in Germany - under Article 151(d) of EC Council Directive 2006/112/EC.

We require this certificate in accordance with Section 14 of HM Revenue and Customs Notice 725 dated January 2014. If this certificate isn't supplied, unfortunately we cannot make a refund. Please send the stamped receipt or certificate, quoting all the qualifying order numbers for which VAT has not been refunded to:

Tropicana Health and Fitness Ltd

Units 38 / 39 Minworth Industrial Estate

Sutton Coldfield

West Midlands

B76 1AH

Please remeber to contact us within 3 months of the time of the supply of goods.

Introducing DPD's New Pick Up Service

DPD have launched a brand new service called DPD Pickup. Which means if you are not going to be at your delivery address on the day of your delivery, you can choose to have your parcel delivered to a convenient DPD Pickup Point of your choice using your Predict notification. 

Only the best stores make it into the DPD network, so if you do visit you will receive a great friendly welcome. 

We want to make sure you receive your parcel the first time, every time. 

Do you offer a price match service?

Our prices are extremely competitive, however from time to time you may find a more competitive price elsewhere. In the unlikely event that you do find a cheaper price elsewhere please call 0121 351 3110 before you place your order and we'll happily do our best to match the delivered price you've found.

Please Note: we do not price match against auction websites, websites which have the products listed as ‘out of stock’, or any website where prices are displayed in a foreign currency. 



How do I register an account?

It's easy, just click on 'Sign In / Register' at the top of every page and you will be taken to the registration page. By registering with us you will be able to place orders much faster, and take advantage of our Reward Points scheme.

How does your reward point system work?

It's simple! For every £1 that you spend, you’ll earn 2 reward points – so, if you spend £50.00 you’ll earn 100 reward points and each point is worth 1p. Which means you’ll have £1.00 available to discount off your next order!

Has my order been dispatched yet?

As soon as your order is dispatched we'll send you an email with tracking details, and you will also receive a Text and/or Email from DPD to confirm your order is on the way! Our warehouse team work around the clock to ensure parcels are dispatched as quickly as possible.

How do I track my order?

You can track your order right to your doorstep once it has been dispatched. Just follow the tracking link included in the dispatch confirmation email. You will also receive a text with delivery details from DPD (as long as you enter a mobile number at Checkout).

How long will Standard Delivery take?
  • All orders using Standard Delivery will be attempted within 2-3 working days. DPD can deliver any time between 7am-7pm however DPD will let you know of your ETA by either Text Message or Email. We also offer a Next Working Day Delivery Service, please see ‘Do you offer Next Working Day Delivery’
  • Deliveries to Ireland may incur a 2 day delay.  
  • If you are not in when DPD try to deliver your parcel, then DPD are authorized to leave it with your neighbor. If you do not want your parcel left with a neighbor, please state this at the checkout process in the additional information. However, we cannot guarantee your parcel won’t be left with a neighbor. In both cases, DPD will leave a calling card with full details on to arrange re-delivery, or if you prefer you can collect your parcel directly from your local depot. Two forms of photo ID will be required
  • If you authorize DPD to leave the parcel in a safe place, this is at your own risk. We will not be held responsible for missing orders.
  • Please be aware that bank holidays and busy periods can affect the speed of deliveries. Unfortunately we cannot deliver on bank holidays; please bear this in mind when ordering.

Please note: All orders received go through security procedures therefore your order may be delayed if we cannot get in contact with you to verify your details. 

Do you offer Next Day Delivery?
  • Yes! Our Guaranteed Next Day Delivery Service means that your order will be delivered the next working day (providing you order by 4pm). If you place your order after 4pm Thursday it will be dispatched on Friday and delivery will be attempted on Monday anytime between 7am-7pm
  • Deliveries to Ireland may incur a 2 day delay
  • If you are not in when DPD try to deliver your parcel, then DPD are authorized to leave it with your neighbor. If you do not want your parcel left with a neighbor, please state this at the checkout process in the additional information. However, we cannot guarantee your parcel won’t be left with a neighbor. In both cases, DPD will leave a calling card with full details on to arrange re-delivery, or if you prefer you can collect your parcel directly from your local depot. Two forms of photo ID will be required
  • If you authorize DPD to leave the parcel in a safe place, this is at your own risk. We will not be held responsible for orders that are missing.
  • Please be aware that bank holidays and busy periods can affect the speed of deliveries and unfortunately we cannot deliver on bank holidays; please bear this in mind when ordering.

Please note: All orders received go through security procedures therefore your order may be delayed if we cannot get in contact with you to verify your details. 

Can you deliver to my work address?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier service will deliver to the delivery address and not the person. 

Do you ship internationally?

Yes we do ship internationally.  International shipping is charged on a flat rate basis, regardless of the weight or size of your order. Below is a list of all the countries we ship to with the prices and estimated shipping times;

  • Austria - £7.00 (FREE WHEN YOU SPEND £80.00) 3 days
  • Belgium - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Bulgaria - £16.00 (FREE WHEN YOU SPEND £170.00) 4-6 days
  • Czech Republic - £5.00 (FREE WHEN YOU SPEND £60.00) 3-4 days
  • Denmark - £7.00 (FREE WHEN YOU SPEND £80.00) 3 days
  • Estonia - £12.00 (FREE WHEN YOU SPEND £130.00) 4-5 days
  • Finland - £16.00 (FREE WHEN YOU SPEND £170.00) 4-5 days
  • France - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Germany - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Greece - £20.00 (FREE WHEN YOU SPEND £200.00) 4-8 days
  • Hungary - £7.00 (FREE WHEN YOU SPEND £80.00) 4-5 days
  • Isle of Man - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Italy - £9.00 (FREE WHEN YOU SPEND £100.00) 3-4 days
  • Jersey - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Latvia - £9.00 (FREE WHEN YOU SPEND £100.00) 4-6 days
  • Lithuania - £7.00 (FREE WHEN YOU SPEND £80.00) 4-6 days
  • Luxembourg - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Netherlands - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Northen Ireland - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Norway - £40.00 4-6 days
  • Poland - £7.00 (FREE WHEN YOU SPEND £80.00) 4-5 days
  • Portugal - £9.00 (FREE WHEN YOU SPEND £100.00) 4-5 days
  • Republic of Ireland - £5.00 (FREE WHEN YOU SPEND £60.00) 2 days
  • Romania - £16.00 (FREE WHEN YOU SPEND £170.00) 4-6 days
  • Slovakia - £7.00 (FREE WHEN YOU SPEND £80.00) 3-4 days
  • Slovenia - £5.00 (FREE WHEN YOU SPEND £60.00) 3-5 days
  • Spain - £9.00 (FREE WHEN YOU SPEND £100.00) 3-4 days
  • Sweden - £12.00 (FREE WHEN YOU SPEND £130.00)  4-5 days
  • Switzerland - £40.00 3 days

All delivery times are estimates and are NOT guaranteed.

Can you deliver to BFPO addresses?

Yes, we do deliver to BFPO addresses. There is a charge of £9.00 for orders up to £59.99. Delivery is FREE on orders over £60.00. Weight restrictions do apply to certain BFPO addresses.

We use DPD to deliver to the BFPO head office in Ruislip, your parcel will then be forwarded on to your BFPO delivery address. Delivery can take between 2-6 weeks. Unfortunately due to security reasons we cannot track your order once it has been delivered to the BFPO head office. 

I have received a damaged item, what shall I do?

We want all our of customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know as soon as you can by contacting Customer Services.

In some circumstances we may require an image of the damaged item in order for us to send a replacement or refund. 

Please do not dispose of the item before you are advised to do so by Customer Services. 

Please be advised we need to be notified of any discrepancies within 7 days.

I have received an incorrect item, what shall I do?

If you have received an incorrect item in your order, please let Customer Services know as soon as you can.

Please provide Customer Services with the full description and the barcode off the incorrect item you have received. 

Please be advised we need to be notified of any discrepancies within 7 days.

I have an item missing from my delivery, what shall I do?

If you have received a short delivery, please contact customer services as soon as you can.

We may require an image of the packaging you received your order in to help with our investigation.

Please be advised we need to be notified of any discrepancies within 7 days.

What do you do with my personal details?

We only use your personal details to complete your order, shortly after completion of your order your payment details are automatically deleted from our system. Your name and address details are stored on our system to make further orders easier. Your name and address details are never sold or passed on to a third party.