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Find answers to our FAQs, including information on our delivery service, returns and exchanges and more.

If you can't find the answer to your query, or would like to speak to a member of our Customer Service team, please don't hesitate to contact us.

How do I create an account?

Creating an account has many benefits: checkout faster, keep more than one address, track orders and more. Select 'Create An Account' at the top right-hand of the homepage to get started.

Why can't I login to my account?

Our new website requires you to create a new customer account. Please follow the instructions within the 'Create Account' section to do so.

What is your returns policy?

You can view our returns policy here.

How do I return or exchange my order? 

Please fill in the returns card included within your parcel. You can then create a free returns label by using this link and competing the required information. Once you have completed the required information, Royal Mail will email you your return label. You can either print if off at home and attach this to your parcel. Or you can show your label at the Post Office or a Royal Mail Customer Service Point and they can print the label off for you. This service is free of charge. Please note that if you are returning multiple parcels, you will be required to create a separate label for each one.

Looking for a refund? Items purchased online or in-store can be sent back to us via Royal Mail following our returns process above, or returned to any of our stores. Your refund will be made to the original payment card and/or gift card used to place the order.

Looking for an exchange? Items can be exchanged through any of our stores. To exchange an item online, we will process a refund once your order has been returned to us and send you a checkout link for the new product(s). You can always phone us to verify the validity of the checkout link sent to you.

Alternatively, online orders can be returned at any Run4It store with your original order confirmation.

What do I do if my order has become faulty?

Faulty items can be returned to any of our Run4It shops, or online to If returning a faulty item online, please follow our above returns process in the 'How do I return or exchange my order online' section and state the fault on the returns card when returning your item.

How do I track my order?

Once your order has been dispatched with our courier, DPD Local, you will be receive email and text message notifications which will allow you follow the delivery progress your order is making. You will also be able to assign a safe place to leave the order if you're not at home, request an alternative delivery address/pick up point, or update any of your contact details.

For orders shipped to Northern Ireland, and to the Highlands & Islands, we're unable to provide personal tracking updates. If your order does not arrive within the expected timeframe, please do not hesitate to contact our customer service team on 0344 824 8180 with your order ID and they will investigate on your behalf.

What are my delivery options?

You can view our delivery options here.

Where do you deliver?

We deliver to all UK addresses – far and wide – including Northern Ireland. It may take slightly longer than normal to reach the more exotic reaches of the UK, but we will do our best to deliver to you as soon as we can.

Oh - and because we have a certain affinity with the highlanders and islanders we don't charge any premium for delivering there!

Who will deliver my order?

Deliveries to most mainland UK addresses will be couriered by DPD Local. If you live in Northern Ireland or the Scottish Highlands & Islands, your order will be delivered by Royal Mail.

Can I change my delivery address?

Please contact us as soon as possible and we will do our best to help.

How do I arrange redelivery of my order?

If delivery has been attempted by the courier company and been unsuccessful then you can arrange redelivery by contacting the courier directly. Just use the click through reference on your confirmation email or reply to the SMS text to advise the courier what you would like to happen.

If the package has been returned to us and you want to arrange another delivery then you will need to get in touch with us.

If you have any issues at all then just contact us.

Do you deliver to PO BOX addresses?

Sorry! We do not currently deliver to PO Box addresses, but almost any other UK address will work just fine.

How can I pay for my order?

You can use the following payment methods: Visa, Mastercard, American Express, Maestro, Discover, and Diners Club debit and credit cards. You can also pay using Google Pay, Apple Pay and Shop Pay as accelerated payment methods.

If you have registered your VISA or MasterCard with SecureCode™ through your bank, you may be prompted at the checkout to verify this information with them.

We don’t take payment by cheque, cash or postal order.

When will my refund credit appear on my account?

Credits usually take 7-10 business days once the refund has been processed.


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