Help Center

Frequently Asked Questions (FAQ)

Quick answers about orders, delivery, returns, warranty and studio solutions. If you can’t find what you need — contact us and we’ll help.

Hours: Mon–Fri, 09:00–16:00

Email: [email protected]

Phone: +370 640 77772

Address: Laisvės pr. 3, LT-04215 Vilnius

Shipping & Returns Terms & Conditions Contact & Help Booking System

Note: align-pilates.eu operates as an independent EU distributor & specialist supplier (not the official manufacturer website).

Orders & Payments

How do I place an order?

Add products to cart, go to checkout, fill in delivery details and choose a payment method available at checkout. For studio / business orders (bundles, multiple machines, invoices) you can also email us for a tailored quote.

Do you offer invoices for companies?

Yes — contact us with your company details and the products you want. We’ll confirm availability, delivery method and issue an invoice.

Can I pay by bank transfer?

If bank transfer is not shown in checkout, contact us — we can usually arrange payment by invoice for business orders or larger shipments.

Do you offer leasing / finance options?

In some EU countries it may be possible via local providers. Send us your country + company info and we’ll advise what’s realistic.

Shipping & Delivery

What is the typical delivery time?

Typical delivery is 7–14 business days across the EU unless the product page states otherwise or we confirm a different lead time. Large/heavy items may require scheduling.

What delivery options are available?

Delivery method depends on item size/weight:

Parcel delivery for smaller accessories.
Pallet / freight delivery for reformers and larger apparatus.
Scheduled delivery (appointment) for oversized shipments.

For details see Shipping & Returns.

How is delivery scheduled for large equipment?

For pallet / freight deliveries we typically confirm a date window and may require an appointment time. If you have access restrictions (stairs, narrow corridors, no elevator), tell us in advance.

Do you deliver to all EU countries?

Most EU destinations are supported. If checkout doesn’t show your country (or shipping looks incorrect), contact us and we’ll quote manually.

Does equipment arrive pre-assembled?

Many apparatus items are delivered flat-packed and require assembly. Some deliveries may be arranged with additional handling — contact us with your order and location to confirm options.

How much space do I need around the equipment?

As a general guideline, plan for ~60 cm clearance on each side where possible, so clients can move comfortably around the apparatus. Always check the product dimensions and your studio layout.

Returns, Refunds & Damages

What is your returns policy?

Return rules depend on whether you buy as a consumer or business, and on product type (standard vs custom / special order). See full rules here: Shipping & Returns.

My delivery arrived damaged — what should I do?

Please take photos/video immediately (outer packaging + item damage) and email us with your order number. If possible, note visible damage on the delivery receipt before signing.

When do refunds get processed?

Refunds are typically processed after returned goods are received and inspected, unless mandatory law requires a different timing. Refunds are made to the original payment method where possible.

Warranty & Support

Is there a warranty?

Warranty depends on product and your buyer status (consumer vs business). If something is faulty, contact us with photos/video and your order number — we’ll advise the next steps.

Do you offer spare parts?

Yes — we can help with spare parts and accessories. Send a photo of the part + model name (or product link) and we’ll confirm availability.

I’m not sure which reformer to choose — can you help?

Yes. Tell us: home vs studio, usage intensity, available space, preferred height/legs, and budget. We’ll recommend a setup and compatible accessories.

What is the maximum user weight?

Capacity depends on the specific model. As a general reference, many commercial models are designed around higher user-weight ranges than home models — always verify the exact limits on the product page or ask us before purchase.

For Business & Booking System

I’m opening a studio — can you help me plan equipment?

Yes. Share your room dimensions, goals (classes / 1:1 / rehab), and your target number of clients per hour. We’ll propose an equipment layout and a shopping list (bundles + extras).

What is the studio reservation / booking system?

It’s a white-label booking system that can be embedded into your WordPress website. Clients can book classes, demos and consultations 24/7, while you manage schedules, trainers, capacity and reminders. See: Pilates Booking System.

Can you set up the booking system for my studio?

Yes — we can guide you through setup, branding, and a working booking flow. Contact us and we’ll recommend the best approach for your website (WordPress / Elementor).

Still need help?

We reply during business hours (Mon–Fri, 09:00–16:00). For faster support, include your order number and photos if relevant.

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