Online Returns & Exchanges
Received an item that just isn't for you? Been sent a gift that's too small? All the information you need about our online returns and exchange policy is right here for you!
Items must be returned in a re-sellable and new condition. Shoes must not have been worn outside and must be returned in their original box. Please note that shoe boxes must not be used as returns packaging. All clothing and accessories must be returned with original tags or we do reserve the right not to refund/exchange. We don't accept items of underwear (except sports bras) back for refund or exchange unless there is a manufacturing fault. Hope you understand!
Please also take care when trying on the items as we cannot accept returns that show signs of wear e.g. deodorant marks.
Please note it may take up to 30 days to process your refund / exchange. We advise keeping hold of any postage receipts until you have received confirmation of your return from us.
Please head over to the Royal Mail Returns Portal using this link to create your Royal Mail Returns Label. 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.
Please print our Returns Form using this link and complete the information required. The Returns Form should be sent inside the parcel along with the items you are returning.
Looking for a refund? We're extending our returns period from November for any items bought as a gift until 31st January 2021. We can only refund online. Your refund will be made to the original payment card used to place the order. We’ll let you know once it’s gone through. If you would like a refund for a purchase made in one of our shops, refer to the shop returns policy for full terms and conditions.
Looking for an exchange? Just let us know which product you would like to swap it for and send your item back to us. If the exchange item is of higher or lower value than the original item, we will get in touch with you to settle the balance. Please note if your original order total was under £60 a delivery charge of £4.50 will be required, if this does apply to your order we will take payment from the card you used to pay for your original order.
Alternatively, online orders can be returned at any Run4It store with your original order confirmation. Please note online orders won't be refunded in store. They will take your items and provide you with a receipt and your details will be passed to our Online Team for them to process the refund.
Remember the packaging!
In order for us to process your refund or exchange we need the original packaging or box. Shoes must not have been worn outside, and all clothing and accessories must be returned with original tags. We must have items returned in a re-sellable condition or we do reserve the right not to refund/exchange. Hope you understand!
Please note that our stores are currently operating on an appointment-only basis, and cannot be visited without an appointment.
To return an unsuitable or faulty item, please choose the Returns & Exchanges option when booking your appointment and select a time slot via the following link: run4it.com/book
If you would like to be reassessed on our +runlab treadmill before exchanging for a different shoe, please choose the Shoe exchange with +runlab analysis option and select a time slot via the following link: run4it.com/book
Please ensure you bring your receipt or email as proof of purchase for all in-store returns. Please note as stated in our Returns Policy, we can only accept shoes for exchange if they are in new re-sellable condition and have not been worn outside.
We are sorry to hear your item has become faulty. We pride ourselves on the quality of products that we range and will do all that we can to resolve this for you as quickly as possible.
If your item was bought in store, please contact our store directly - you can find all store information on our website via ‘Find your nearest shop’.
If your item was bought online, please email our customer service team - email@example.com. Please include your order number, a brief description of the fault and product usage along with some photos if possible.
We will always try our best to have this resolved for you as quickly as possible, however please contact us directly before returning your faulty item to allow our team to advise the next best steps.
It's no secret that sometimes an item given to you as a gift just isn't right for you. To help get you the shoes in your size or the right clothes in your style, we can give you an exchange for any items item as long as you're named on the order as the delivery recipient. If not, we'll need permission from the bill payer. Please contact our customer services team on 0344 824 8180 or email us at firstname.lastname@example.org Monday – Friday 9am – 5pm (UK time) to discuss further.
All Run4It shops are temporarily closed, except for Click & Collect by appointment. Our shops will reopen when restrictions are eased at a regional or national level.
Brooks stand behind their products and want to make sure you have what you need to Run Happy! Take your Brooks gear for a 90-day trial run. Put it through its paces and sweat in it as much as you want. If you are not 100% satisfied, return it to us for free.