Returns & Exchanges
Our website returns policy is simple. If for any reason you are not satisfied with your purchase we will be happy to refund or exchange it for you. Returns are FREE for UK customers using a pre-paid Royal Mail label which is emailed to you by our customer service team when completing the online returns form. Please Note we are unable to refund any postage costs if you choose to return by any other method. Please be sure to send to the following address:
The Running Outlet
54 Palace Street,
Goods must be returned in an unused, re-sellable condition and in the original, undamaged packaging. Shoe boxes must be unmarked and placed inside a postage bag when returned, otherwise charges may be incurred. The onus is on the customer to choose the correct size and check this before using them and whilst we are happy to exchange or return any shoe we can only do this if the shoes are in the original condition and packaging.
Customers have 30 days after receiving their order to return the goods. Exceptions can be arranged at Christmas or if the order is a gift, please contact our customer services team for confirmation at [email protected].
To speed up the process all returns must include a completed returns form which should come with the order. If it has been lost or not included by accident then you can download and print a ReturnsFormBack
Refunds will be for the cost of the goods only and will be processed the same day as receiving the goods back. Please note we only refund in pound sterling and refunds are subject to exchange rates if the original purchase is outside of the UK. Customers will then be informed by email.
Should you need to exchange an item for a different size or style follow the returns process above, but on the returns form please include what products you would like to exchange for. The exchanged product(s) will be posted free of charge on the same day as the return is received. Should there be any difference in price, payment will be requested or refunded before the exchanged product(s) is dispatched. If any products are unavailable, customers will be notified by email. When an exchange has been processed customers will be notified by email including the new tracking information. Shipping for exchanged goods will be charged if outside the UK, method of payment will be arranged at the time.
Website Return of Faulty Goods
The Running Outlet will endeavour to ensure that all goods purchased arrive in perfect condition. In the event that this does not happen, please email [email protected] or fill out our free returns form within 7 days of the date of receipt of the goods and we will arrange a FREE Royal Mail returns label to be sent you.
If you believe a product to have a manufacturing fault please return to product to us with a note stating the issue. If we deem the product to have a manufacturing fault, we will at the customer's request exchange for a new product or offer a full refund. Please note we only refund in pound sterling and refunds are subject to exchange rates if the original purchase is outside of the UK.
Website Order Cancellation
Should you wish to cancel your order prior to receipt of goods, please contact us by email at [email protected] as soon as possible. Bear in mind we aim to dispatch the same day as receiving the order. The right of cancellation applies only to standard website advertised items, and does not apply to any products which may have been placed as special orders. We shall refund the total amount of money paid by you for the goods. Please note we only refund in pound sterling and refunds are subject to exchange rates if the original purchase is outside of the UK.
In Store Purchases
We regret that we are unable to offer refunds on unwanted purchases. If the product is unused and still in the original packaging we are happy to exchange or offer store credit on an item- provided the goods are returned with in 28 days of sale and with a proof of purchase. Refunds will only be given when a faulty product has been sold and there is a proof of purchase. This does not effect your statutory rights. *Some products will need to sent away for testing to establish the nature of the fault. If is not immediately identifiable.
Step by Step Guide for Website UK Returns
1 Fill out the returns form with as much information as possible.
2 Request a prepaid returns label from our sales team.
3 Place products and all original packaging/labelling in a mailing bag with the returns form and seal it.
4 Fix the prepaid returns label to the parcel.
5 Take the parcel to your nearest Royal Mail Post Office and hand over for delivery.
6 We will action your return upon receiving it back and then send out any exchange or refund on the same day we receive it back.
The Running Outlet
54 Palace Street,