Frequently Asked Questions

Create an account

• The benefits of creating an account are: faster checkout, option to add multiple delivery addresses, view order progress, and see order history. Simply follow the Account link in the top menu – indicated by a person’s silhouette.

Guest accounts

• For one-time-use only accounts you can select Guest account at checkout. You will not be able to log into a Guest account after you’ve placed an order but you’ll be able to follow the status of your order from order confirmation and order dispatch emails. Guest accounts cannot be merged with regular accounts.
• You have the option to set a password and create a regular account at the end of the Checkout process should you change your mind.

Forgotten password

• You can reset your password on your Account page, in the Your Password section. Enter the email address you used to create your account, your existing password, and your new password, then hit Update Details.

Can’t log into your account?

• You may have created a Guest account rather than a regular account during Checkout. Guest accounts cannot be logged into. You’ll be able to follow the status of an order from order confirmation and order dispatch emails.
• Please check that you’re using the correct email address for login. If you’ve forgotten your password, hit Forgotten your password? on the Login page. If the problem still persists, please contact us.

Update account details

• To change your email, phone number, password, or billing address just login to your Account, indicated by a person’s silhouette in the top menu, and you will see your personal details.
• For secondary delivery addresses, hit ADD NEW DELIVERY ADDRESS. You can also remove secondary addresses on your account.

Marketing opt-out

• You can opt-out of our marketing communications by following the unsubscribe link at the foot of our newsletters. You’ll still receive emails from us regarding your account and any orders you place.

Booking an Appointment

• In-store

  You can learn more about our Natural Gait Analysis shoe fittings and book an in-store appointment here: Natural Gait Analysis »

• Online

  If you’re unable to visit our shop, you can book an online shoe fitting and gait analysis: Online Gait Analysis »

• Do I need an appointment?

  Booking is not necessary, but if you prefer, you can make an in-store appointment for your running shoe fitting, so you don't have to queue at busy times.

Natural Gait Analysis

• Every runner will instantly feel the advantage of a properly fitted running shoe. In order to identify the best shoe for you, we analyse your running style as part of the shoe-fitting process.
• To find the best shoes for you we want to gait analyse on the surface you’re most used to, the road – natural gait analysis – watching you run a few strides outside our shop. Through this we accurately identify not only your foot strike, but also the way your whole body moves as you run, determining the best running shoe for you. Appropriate running-shoe support is vital to help you avoid strains or injury.

Find out more about Natural Gait Analysis »

Size guides

• We use information supplied to us directly by each manufacturer to create a useful guide for you.
• To view the size guide of a product, click the Size Guide icon to the right of the size selector on the product page.
• If there is no size guide the item is either one-size only or the manufacturer does not supply sizing information. Where possible we provide a generic size guide in these cases.
• For the best fit for running shoes we do recommend visiting our store for expert advice.

Knowledge Centre

• We have a library of Running Advice in our Run Better section, to help you not only with your running purchases but also training and recovery.
• Alternatively, come in-store and talk with our experts.

How to place an order

• You can order through our website.
• Alternatively you can place an order with us over the phone, not exceeding a total value of £150, Monday – Saturday 9:30am till 6pm, on 0207 222 1314.
• For international orders, please select your delivery country from the top menu (dropdown on mobile) to see prices in your local currency and postage options.

Where do we deliver?

• We deliver throughout the UK and virtually all countries internationally. Please see the Deliveries & Collections area for further information.

How to track your order

• Once you’ve placed your order you can see its status on your Account page, indicated by a person’s silhouette in the top menu. You may need to log in if you’ve not done so already.
• If you used a Guest Checkout please follow information on Order Confirmation and Order Disptach emails.
• If you cannot see your order on your account you may have used the Guest Checkout option.
• Once your order has been collected by our courier they will email you with a tracking number and estimated delivery time, plus the opportunity to change the delivery day, enter a SafePlace, etc.

How to change or cancel your order

• You can change or cancel your order up to the time it is dispatched. Follow the Need Further Help? section of your order confirmation, or contact us. Please include your order number.

Missing, incomplete or delayed orders

• For damaged items, incomplete orders or dispatched orders that fail to arrive within the expected time frame, please contact us.

Purchase history

• Your order history will be visible on your Account page if you created an account before completing your purchase.
• In-store purchases will not show in your account. Please contact us if you want information on past in-store purchases.
• Guest accounts are single use accounts. You cannot view a Guest account order online.
• Guest accounts cannot be merged with regular accounts.

Where do we deliver?

• We deliver throughout the UK and virtually all countries internationally.

Our delivery options

UK Free & Standard delivery

• Free on orders over £25. Delivered by Royal Mail in 2-5 working days. You will receive an email from us on dispatch and another from Royal Mail once they have processed your parcel, which will include a tracking number. From there you can request different delivery options, like safe place, leave with neighbour etc.

UK Priority First Class

• Delivered by Royal Mail in 1-2 working days. You will receive an email from us on dispatch and another from Royal Mail once they have processed your parcel, which will include a tracking number. From there you can request different delivery options like safe place, leave with neighbour etc.
• The cut-off time for same-day dispatch is 3pm (we do not dispatch on Saturday, Sunday or Bank Holidays).
• Bank Holidays result in a one-day delay.
• You can see the anticipated delivery date at the time of purchase – the postage options will quote the expected delivery date.

UK Express Delivery

• The cut-off time for same day dispatch is 3pm.
• Delivered by DHL for next working day delivery.
• Addresses in remote areas and Scottish Highlands will be delivered via Royal Mail.
• Orders placed Friday are dispatched via Royal Mail for Saturday delivery.
• Orders placed on Saturday and Sunday will arrive Tuesday.
• Bank Holidays result in a one-day delay. Orders placed between Friday 3pm and Monday evening will arrive Wednesday.
• You can see the anticipated delivery date at the time of purchase – the postage options will quote the expected delivery date.
• You will receive an email from us on dispatch and another from DHL/Royal Mail once they have processed your parcel, which will include a tracking number. From there you can request different delivery options like safe place, leave with neighbour etc.

London Same / Next Day Delivery

• Delivered by Quiver and available to 80% of London area. Once you enter your delivery postcode it will show as a delivery option if your area is covered.
• Same / next day delivery, depending on what you choose at checkout. Orders can arrive any time up to 10pm.
• The cut-off time for same-day dispatch is 4pm. No dispatch on Sunday or Bank Holidays. Orders placed on these days are dispatched the next working day.
• Someone must be present to accept the delivery, there are no 'leave in a safe place' options. You will receive an email from us on dispatch and another from Quiver updating you on the delivery progress.

Click & Collect

• Available from our branch in Victoria, London. Orders are usually processed same day (excluding Sundays), you will receive an email once your order is ready for collection.
• In order to collect you will need the order number and valid ID (passport / driving license / utility bill)
• Orders are held in-store for 10 days. If you need an extension, please email order(at)runandbecome.com

Channel Islands & Isle of Man Delivery

• We offer the same delivery options as UK delivery, except UK Express Delivery is not available.

International Delivery

Delivery to Australia, New Zealand, Singapore and USA

• Orders are sent via DHL Express. Delivery to addresses deemed ‘Remote Area’ by DHL may be subject to additional delivery charges; in such instances we will contact you before processing the order.
• Most orders to USA will arrive in 1-3 working days. Most deliveries to Australia, New Zealand and Singapore will arrive in 3-5 working days. A tracking email will be sent on the day of dispatch, along with text notifications regarding the order's process.
• Deliveries to these countries do not incur customs and duties charges due to the high de-minimus threshold: USA $800, Australia $1000AUD, New Zealand $400NZD, Singapore $400SGD.
• Delivery costs are: Oceania £37.50, Singapore £50, USA £23.33
• Goods will be charged in your local currency.

Delivery to the rest of the world

• Delivery is managed by Global E, Express or Standard delivery, and you will be given the choice during checkout.
• Most Express orders will arrive within 3-6 business days. Most Standard orders will arrive in 6-20 business days. List of expected delivery times per country (PDF)
• All Duties and Taxes are included in the cost price (once you've selected your country) to ensure there are no extra fees at the time of delivery.
• Delivery charges are calculated at checkout.
• An email with tracking information will be sent once your order is packed and is ready to ship, which typically takes 24-48 business hours.
• Whilst we endeavour to meet the standards above, as delivery is carried out by third-party organisations, we cannot guarantee the delivery times, nor can we offer postage refunds for delayed items.
• We are unable to send nutrition or GPS products internationally.

For further information please see our Delivery Terms »

How to return purchases made via our website

• Purchases made via our website can be returned within 28 days for an exchange or refund. We are unable to accept returns of nutrition or underwear briefs/boxers.
• All returns should be sent back in their original packaging with tags. Please do not tape or mark the shoe boxes or other packaging. The items must be in a new and unused condition.

Via post

• We offer free returns for UK orders, excepting GPS monitors. Just complete the returns form enclosed with your order (or enclose a note with your order number) and affix the Free Returns Royal Mail label to your parcel, then drop off at any Post Office. We advise you to keep a note of the tracking number. Refunds / exchanges will be processed within 4 days of your return.

In-store at our London branch

• You can drop your order off at our store and it will be passed to our online team for processing. Please note our shop-floor staff are unable to issue refunds for online orders but they can do exchanges. Refunds will be processed within 4 days of your return.

GPS monitor returns

• You can return GPS monitors but at your own expense. Items must be in their original, damage-free packaging. We cannot be held responsible for returned goods that become lost in transit, therefore we strongly recommend you choose a guaranteed and insured postage option.

International orders

• These can be returned via a courier of your own choosing.

How to return purchases made at our retail shop

• Purchases made at our shop can be returned with a valid within 28 days for an exchange or credit note. We are unable to accept returns of nutrition or underwear briefs/boxers.
• Goods purchased at reduced prices cannot be returned.
• Refunds will not be given for goods merely unwanted. This does not affect your statutory rights.

Extended Christmas returns

• Goods purchased as Christmas presents may be returned up to 14th January, or within 28 days, whichever is longer. Please see our How to Return section above for more information on returns.

Our returns policy

View Returns Policy »

What cannot be returned?

• For safety reasons we are unable to accept returns or exchanges of nutrition or underwear boxers/briefs.

Faulty returns

• If you have in your possession faulty goods, please return them as soon as possible after discovering the defect. If after the investigation we discover that the product was defective, we will proceed to replace, repair, or refund you for the product.

Returning faulty items via post

• Please fill in this form and provide your order number / email address if goods were purchased online, or your receipt number / proof of purchase for goods purchased in-store.

Returning faulty items in-store

• Please bring your original receipt or proof of purchase. In some cases we may need to refer your returned goods to our faulty returns manager, if they are not in-store when you visit you may need to leave the goods with us, you will then be contacted later with a decision on what options we can offer you.

How to purchase a gift voucher

E-Vouchers

• E-Vouchers can be purchased online for any value and will be sent to an email address of your choosing. See Gift Vouchers »
• Purchases of E-Vouchers cannot be combined with other items – you need to place a separate order for any other goods.

Gift Cards

• Gift Cards can be purchased in-store, over the phone or online. These are physical cards the size of a credit card, which will be sent out to you via Royal Mail. See Gift Cards »

Gift Card Policy

See Terms & Conditions »

How to redeem a gift voucher or credit note

Online

Proceed to checkout and look for the Gift Voucher? box on the Payment page (under Billing Address). Enter the number under the barcode and hit Apply. Do not enter these codes in the Promo Code? box.

In-store

Show the Gift Card or quote the Voucher number (the one under the barcode) at the till.

Please redeem your gift card before the expiry date. If you need an extension, please contact us and quote the gift card number.

Payment options

• In-store we accept cash, American Express, Mastercard, Visa, Delta and Union Pay. Gift vouchers and credit notes provided by us are also valid up to their expiry date.
• Online we accept American Express, Mastercard, Visa, Delta and Union Pay, Apple Pay, PayPal and Klarna. Gift vouchers and credit notes provided by us are also valid up to their expiry date.
• With online orders, payment via PayPal / Klarna is taken at the point that the order is placed. Payment via credit card / Apple Pay is taken at the point of order dispatch.

Refunds for unfulfilled orders

• If we are unable to fulfil your order due to stock shortage or other reasons, we will cancel your order.
• Those that have been paid via PayPal or Klarna will be refunded, as payment is taken at the point that the order is placed.
• Those paid via credit card will not be charged as payment is taken at the point of dispatch. Your card issuing bank will return the reserved funds to you according to their policy.

Refunds

• Online orders that you return according to our returns policy will be refunded to the original payment method within 4 working days. Please note that some banks take a few days to return these funds to your account.
• We do not offer refunds for in-store purchases.
• Please see our Returns Policy for further information.

Running club discount

• We offer 10% discount to members of UKA running / triathlon clubs.
• This offer excludes goods already reduced and nutrition items.
• In-store please show your running club membership card or your England/Scotland/Wales membership card/number.
• Online please create an account and then fill in the form on the Club Discount page »

Victoria Privilege discount

• In-store please show your Victoria Privilege card/App to receive 10% discount on applicable goods.
• To claim a Victoria Privilege promotion please quote the promo code at the till.
• Online please enter the Victoria Privilege promotion code in the Promo Code? box.

UK Armed Forces Discount

• We offer 10% discount to members of the UK Armed Forces.
• This offer excludes goods already reduced and nutrition items.
• In-store please show your Forces ID.
• Online please create an account and then fill in the form on the Club Discount page »

How to apply promo codes

• In-store just quote the code at the till.
• Online, proceed to checkout and look for the Promo Code? box in Basket (above Delivery options) or on the payment page (under Billing Address). Do not enter these codes in the Gift Voucher box.
• Please note promo codes cannot be used in conjunction with any other offers.
• Promo codes will not be accepted outside of their declared dates.

Terms of offers & promotions

• Please see our Offers & Promotions Policy »

How to get in touch

• For online order queries email us at order(at)runandbecome.com or call us Monday-Saturday, 9:30am-6pm, on 0207 2221314
• For general enquiries email us at info(at)runandbecome.com or call us Monday-Saturday, 9:30am-6pm, on 0207 2221314

Raising a complaint

• If there’s something you’re not happy with we would like to hear from you and try to put things right. Please contact us straight away or come in-store and talk with one of our managers.
• Email us at info(at)runandbecome.com or call us Monday-Saturday, 9:30am-6pm, on 0207 2221314

• Terms of Offers & Promotions
• Returns Policy
• Privacy Policy
• Cookie Policy
• All Terms and Conditions