Returns

Refund & Exchanges Policy

We guarantee to refund any item you are not completely happy with when you return it to us in an unused and saleable condition within 14 days of receipt. Refunds will be at the original purchase price excluding the initial delivery charge and will be made to your original method of payment within 2-3 working days of receiving your return at Runway HQ.

Exchanges can also be made when returned within 14 days of receipt using the same easy fill out returns form provided below.

If your item is faulty or incorrect please contact us immediately at [email protected] before returning your item, so we can deal with your issue ASAP.

Please note swimwear and underwear items are non-returnable due to hygiene reasons, this does not affect your statutory rights.


Return & Exchange Instructions

Step 1: Please print off and fill out either the UK or International returns form provided below depending on your selected country. Alternatively you can email your returns form back to us at [email protected]but if you do so please ensure we can identify your return by including either your name or order number in with your item(s).

Step 2: If printed, place the returns form in with your item(s) and post back to the address provided on the form. We highly recommend you use tracked and insured services as you will be held responsible for the item until we receive it, we will not be able to offer a refund for items lost in transit.

UK Returns Form.pdf  UK Returns Form.doc  |  International Returns Form.pdf  International Returns Form.doc

Note: If your item is faulty or incorrect please contact us before returning your item at [email protected], so that we may deal with your issue ASAP!

Exchanges

If you wish to exchange a purchase then the same rules as a refund apply, you will be liable to pay postage to return the item to us, however you will not have to pay for re-postage of the item back out to you, this is complimentary for UK residents only.

International exchanges will be liable to a re-postage fee which must be met by the customer, this is the same cost as the original shipping method you chose, unless you wish to use an alternative shipping method available in your selected country. Once we receive your returned item you will receive an email requesting and providing instructions for payment, or if you would like to email us ahead to arrange payment to speed up the process you can do at [email protected]

Contact

If you have any issues at any time and you need to get in touch;

E-mail [email protected] (We will endeavour to respond within 12 hours or sooner)

You can also call our helpline (UK Customers Only) on 0800 988 7278 (Everyday 9am to 9pm)