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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 are my delivery options?

You can view our delivery options here.

Who will deliver my order?

Your order will be delivered by our delivery partner Royal Mail, however in some instances your order may be delivered by DPD.

Where do you deliver?

We deliver all over the UK, including Northern Ireland, the Highlands and Islands. We charge exactly the same rates for delivery to all UK postcodes.

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.

Can I change my delivery address?

If the address on your order is incorrect and you would like to change it before despatch, please contact our Customer Service team on 0344 824 8180 or via email at as soon as possible and we will update the order.

If your order has already been despatched, Royal Mail will not be able to change the address. However, you will be able to change the delivery to another day and, or select a local pick up point for collection through the Royal Mail App or Royal Mail website.

How do I track my order?

Once your order has been despatched with our courier, Royal Mail, you will receive email and text message notifications which will allow you to follow the delivery progress of your order. 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. There are two ways that you can track your order with Royal Mail, either by downloading the Royal Mail App or by following the link to the Royal Mail Track your item section on their website.

In some instances your order may be delivered by DPD, in this case you will be able to track your order via DPD Local.

If your order does not arrive within the expected time frame, please do not hesitate to contact us, our Customer Service team Customer Service team on 0344 824 8180 or via email at Please have either your order ID or tracking number as a reference and we will investigate on your behalf.

How do I arrange redelivery of my order?

If delivery has been attempted and no safe place selected to leave the parcel, a calling card with the date of the next delivery attempt will be posted. However, you can change this date or arrange to collect from a pick up point either through the Royal Mail App or Royal Mail website. If collecting your parcel from a collection point, please remember to bring some ID with you.

If you have any issues at all then please feel free to contact our Customer Service team on 0344 824 8180 or via email at

Do you deliver to PO BOX addresses?

Yes, Royal Mail will deliver to any Royal Mail PO box address within the UK.

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 it 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. You can also arrange for the parcel to be collected from your home if more convenient. This service is free of charge.

Please note that if you are returning multiple items that are from more than one order number, you do not need to create multiple labels. All you need to do is clearly mark which order number relates to the items being returned and send them back in one parcel.

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 shops. 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 shop with your original order confirmation.

What do I do if my order is damaged/faulty/incorrect/lost?

If your order is damaged, faulty or incorrect upon receipt, please contact our Customer Service team on 0344 824 8180 or via email at as soon as possible. We will replace any damaged, faulty or incorrect items on your order. However, if this is not possible due to lack of stock, we will attempt to replace with equivalent products that meet your approval or offer you a refund.

If you believe your order is lost, please contact us right away so we can begin an investigation. Royal Mail class any parcels not delivered within 10 working days to be lost if there is no up to date information on the tracking history. Once the parcel is deemed lost we can raise a claim which can take Royal Mail up to 30 days to process, however claims are normally resolved much quicker. Once the claim has been received we can either replace or refund the item.

When will my refund credit appear on my account?

Credits usually take 5-10 business days once the refund has been processed.


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