FAQ

FAQ

Orders

Can I cancel or change my order?

Yes, please refer to our Returns page in Customer Service for further details.

If you wish to cancel your order before we ship, the sooner you let us know the better.

Contact [email protected] with your order details half an hour before collection dates.

Once your parcel has been booked in for collection, we are unable to cancel or make any changes. International parcels are usually collected at 2pm Monday - Friday, Domestic usually at 3pm. We will, of course, accept a return, but the postage & return costs are the customers.

Please note that we can make no guarantees to cancel orders prior to shipping but will always do our best. In instances where we were unable to cancel the order we will accept a return at the customers cost.

Not sure if my order went through?

If you're not sure whether your order was successful, please check your email inbox & spam folder for an order confirmation, a successful order will also show in the 'track orders' section of your account. If you are still unsure, please contact [email protected] further assistance.

How often do you re-stock sold out items?

We keep a continual eye on replenishing stock, looking to top up popular items when we can. There are no set dates though, so keep an eye on the latest stock page or drop us an email on [email protected] about specific products.

Why is my size always sold out?

We try our best to keep all sizes in stock as long as possible, but sizes can sell out earlier than expected. Many of the more exclusive or handmade products we sell are produced by small businesses, who can only supply a limited amount of stock. We recommend you register for our newsletter in your account preferences, so that hopefully you don't miss out.

Can you provide product measurements?

One of each size in each product is carefully measured by hand prior to going up on the site to keep quality control on our merchandise correct, we have this database to hand if you wish to make reference to it when shopping. Please drop us an e-mail at [email protected] if you want to know the specific measurements for any garment on the site! (Please remember this is only intended as a guide, garments can vary slightly from one to another even in the same product & size)

How do I know my footwear size?

Due to the fact we sell shoes from all over the world, all sizes listed on the site are UK with US and EU conversions listed alongisde. Any relevant sizing info will be provided in the product description if necessary. Contact [email protected] if you need any further help with sizing.

How do I know my size in jeans?

We try to provide as much advice as possible on the product page itself, but we realise buying jeans online can still be tricky. If you've read the sizing advice provided on the product page and are still unsure, please contact [email protected] We'll be happy to help.

I don’t understand a term in the description…

It’s easy for us to forget that everybody isn’t a clothing geek like us… If there’s a term in the description relating to fit or finish that you’re unsure of then contact us on [email protected] and we’ll help you get to the bottom of it.

Can you order something in for me specially?

We will do our best to accommodate customers requests, however it isn't always possible as a lot of the stock we carry is limited edition and not re-orderable - do ask though, either e-mail [email protected]

Can I pre-order an item now?

Any items available for pre-order will usually say so, on the product page itself. We are unable to make exceptions, particularly with high demand / low supply items (there's usually at least one person who's been waiting longer than you). We recommend you register for our newsletter in your account preferences, so that hopefully you don't miss out.

Do you price match?

We'll be happy to price match any item you've seen elsewhere, provided the garment is exactly the same colour & size, and is in stock. Please contact [email protected] with the details, so we can make the necessary checks before matching. This is entirely at our discretion.

I purchased an item which is now cheaper in the Sale, can I have a refund?

We understand this can be frustrating, so we offer our Runway96 "7-day-rule" whereby if you do purchase an item and it is then reduced, the difference will be given as a credit note retrospectively on your next purchase made on [email protected] as long as your purchase is double or greater the value of the difference between the original purchase price and sale price. So if you bought an item for £40 and it was reduced to £30 then your credit would be £10 and you would be able to use this on items costing £20 upwards. All shipping costs are also paid by the customer. If you have any queries regarding this get in touch with us at [email protected]

Do you have a maximum basket value?

Buy as many Runway96 goodies as you want!

More questions about shipping?

Please see our shipping page for all shipping info & relevant FAQs.

More questions about returns?

Please see our returns page for all returns info & relevant FAQs.