CUSTOMER INFORMATION

The Running Works is London's leading independent running store, stocking a wide variety of products and brands, staffed by friendly and knowledgeable runners.

The boring but important stuff....

COMPANY INFO

This website is owned and administered by Run-Fast.

Run-Fast is the trading name for Run-Fast Retail Ltd

Registered Office: 15 St Mary at Hill, London, EC3R 8EE

Company Registration Number: 07864951

VAT number: 126 4982 94

 

GENERAL TERMS OF USE OF THIS WEBSITE

Unless otherwise stated, all contents of this website, including all rights and copyright in this website, are owned by or licensed to Run-Fast for reproduction on this site. Any use of this website or its contents (including copying and storing in whole or in part) other than for your own personal and non-commercial use is prohibited. Consequentially, you may not modify, distribute, or re-post anything that is on this website for any purpose.

By accessing, browsing and/or using this website you acknowledge that you have read, understood and agree to abide by the below information, the privacy policy, the disclaimer and the Terms and Conditions as set out on this website, as well as all applicable laws and regulations where relevant. If you do not agree to be so bound, please refrain from browsing and/or using this website.

We reserve the right to change the contents of this website and vary the Terms and Conditions, privacy policy, disclaimer and the below information at any stage with immediate effect and without prior notice. We advise that you check the website on a regular basis to make yourself aware of any amendments that may have been made. 

PRODUCTS

All products chosen by The Running Works to appear on our website are from well-known sports brands and are chosen for their quality and performance, with a view to helping you enhance and improve your running.

We are constantly looking to add to our range of products but if we do not currently stock a particular product or brand that you would like, let us know and we will see what we can do. Just email us at contact@run-fast.net.

We endeavour to ensure that this website only displays products that are actually available for purchase. However, on rare occasions errors may occur or a product may sell out just as you place your order. In such circumstances we will contact you as soon as possible. However, all products displayed on the website are subject to availability.

All product images displayed on this website are as accurate as possible. However, due to a number of factors beyond our control, such as internet browsers, monitor colour contrast settings etc The Running Works cannot be held responsible or liable for any differences in colour that may occur between the image on this website and the actual product you receive.

We are unable to confirm the exact price or description of a product until your order is accepted. However, if there is any difference in price or description between the time that you place your order and the time any amendment is made to the price or description thereafter, we will inform you as soon as possible. You will then have the choice to proceed with your order at the new price/description or cancel your order.

We reserve the right to withdraw products from sale at our sole discretion at any time and without prior notice. 

WASHING, CARE AND USE OF PRODUCTS

Please take care to follow all washing and care instructions provided by a product’s manufacturer, as set out either on the product’s packaging or label.

Please also ensure that you use the products you buy for their intended purpose and in accordance with the manufacturer’s instructions. 

PRICING

All prices quoted on this website are in GB pounds and are inclusive of VAT at the current standard or appropriate rate, where VAT is applicable.

The only prices that apply to products available via the The Running Works website are those prices listed on this website. The Running Works cannot be bound by prices listed by any other third parties.

We can refund VAT for orders to the Channel Islands, to BFPO addresses which are located outside the UK, to customers located outside the EU and to some customers located within the EU.

If a VAT refund applies to you, please email us (after you have placed your order) with your VAT refund request and confirm in that email your order reference number. Please note that we will endeavour to process the refund within 7 working days but it may take longer for cleared funds to reach your account.

We reserve the right to adjust the prices at any stage and without prior notice but no such adjustments will be made after we have accepted your order.

We endeavour to ensure that all prices are correctly displayed on the website but on rare occasions errors may occur. If this should happen we will correct the price and inform you of the discrepancy and ask you to confirm whether you wish to continue with your order. If we are unable to contact you we will, at our discretion, treat your order as cancelled. We are not obliged to supply your chosen goods at the incorrect price. 

SIZES

Whilst we are a UK based site, some of the products that we stock may have European or US size labels on the packaging. However, all sizes that are listed on our website will be based on the standard UK sizing for men and women, unless otherwise stated.

If we know that certain brands’ products come up smaller or larger than expected, we will try our best to let you know. 

ORDERING

We do our utmost to ensure that we have in stock all items that are listed for sale and that you order. However, very occasionally our internal sales system may not have updated itself quickly enough with the result that it may show that we have your chosen item in stock although in fact some other lucky customer has just beaten you to the last one. If this happens we apologise in advance for any inconvenience and we will endeavour to replenish our stock as soon as we can. In the meantime, we will suggest alternative items which you may wish to purchase instead.

If you have placed an order for multiple items and we are unable to make delivery of your whole order at once, but we are able to make delivery in part, we will contact you and send out those items that are immediately available to be sent. We will also inform you as to when the remainder of your order is likely to be available for delivery. Since in such circumstances delivery will be made in instalments, each instalment will constitute a separate contract, with the consequence that failure by The Running Works to deliver one or more of the instalments will not entitle you to treat the contract as a whole (ie. all the instalments) as repudiated.

If we fail for any reason to deliver any of the items that you have ordered we will reimburse you for the price of the undelivered goods, together with any associated shipping costs that applied to your purchase of those particular goods.

Please note that in placing an order with The Running Works you agree that all the personal information you provide is accurate and complete. We cannot accept responsibility for delay, non-delivery or loss of orders in transit due to the provision of inaccurate information by you as the customer.

Please check the acknowledgement email we will send you when you place your order to ensure that all the details for your purchase are correct. If you notice any errors contained within the acknowledgement email please let us know as soon as possible. 

ALTERNATIVES

Sometimes we might offer you an alternative product if your chosen item has just sold out. However, we will never replace your chosen item with an alternative without first consulting you. 

PAYMENT

You can enjoy peace of mind when ordering through our secure payment system. Web payments are all processed securely via Sagepay or Paypal and at no stage does The Running Works have access to your card details.

We only accept card payments made online. We are not able to accept payment by cheque, cash or postal order.

We accept Visa, Delta, Electron, Mastercard, Solo and Maestro. 

All sales are subject to financial checks and authorisation by card issuers.

Payment may be taken at the point an order is placed or at the point of despatch of your chosen item(s).

When completing your personal information at the Checkout stage, please make sure that the name and billing address that you provide correspond exactly with the name on the card you are paying with and the relevant billing address for that card. 

SHIPPING

If your chosen item is in stock, all orders made before 2pm on a working day will be processed the same day. All orders made after 2pm will be processed on the next working day.

All shipping charges will be set out clearly in advance of your purchase. However, there are times where you may be lucky enough to benefit from a special promotion which could save you part or all of the usual shipping charges which would otherwise apply to your order.

Where shipping charges apply, standard delivery will be executed by Royal Mail, unless otherwise stated or required by business needs. If you live in the UK you can expect to receive your products within 2-5 working days.

If you require your products a little faster than that, then you can choose ‘Next Day Delivery’ at an additional charge.

All orders placed with The Running Works will receive a shipping despatch confirmation email within 24 hours.

For high-value products such as watches and heart-rate monitors or for multiple product orders which total over £150, such orders will be sent by way of recorded tracked delivery to ensure that the products are insured and tracked during transit.

Please ensure that the delivery address you specify at the Checkout is accurate. This will help us to ensure that any items you order are not delayed in reaching you and/or do not go missing in transit. The Running Works cannot be responsible or liable for the consequences of mistakes in the delivery address or personal information that you provide us with. If you realise that the address or other information details you have provided are incorrect, let us know as soon as possible and we will do our best to amend your order accordingly. However, this is only possible up until the time of despatch.

You can request that your order be delivered to a different address from your billing address. Just let us know at the Checkout where you would like your order sent. However, The Running Works cannot be held responsible where you have asked us to deliver your order to an address that is somewhere other than your own home address and where third parties can gain or have access. For your protection, we will not deliver to a PO Box address.

Please note that your order may be split up and sent in different deliveries for larger orders or orders where one or more products are out of stock.

As soon as you receive your order, please check the contents of the order immediately and notify The Running Works within 5 days if any of the contents of the order are damaged and/or do not comply with your order. 

Next Working Day Delivery

For an additional charge we are able to ensure you receive your order next working day, as long as you place your order prior to 2pm and your payment is processed the same day.

Shipping Costs (UK Only)

Orders over £75 (standard Royal Mail) - FREE

Orders below £75 (standard Royal Mail) - £4.50

Royal Mail Next Day Delivery - £7.99

Shipping to EC2 or EC3 postcodes

If you live or work in the EC2 or EC3 postcode areas, we will happily deliver your chosen items by hand, for free and the same day, if you order by 3.30pm. However, please do make sure that you have ready to show our The Running Works representative a printed copy of your order, the card you used to make your purchase and also proof of ID (such as driving licence or a recent utility bill) in order to enable you to benefit from hand delivery.  

Free Collection

The Running Works offers a same day Click and Collect service, for orders placed before 6pm. Simply choose 'Free Collection from Shop' as your delivery method and we will let you know when your order is ready for collection. Simply bring along your order confirmation when you come to collect your item(s). Please note that, for same day collection, our store closes at 7pm. 

Shipping Outside the UK and Northern Ireland

Due to the fact your items will have to travel further afield, deliveries made outside the UK and Ireland will cost a little extra and will take a bit longer to arrive.

Shipping costs for international deliveries are calculated for small items (for example, single pairs of shoes or apparel orders). if you wish to place a larger order please email contact@run-fast.net for a personalised quote. 

Missed or Delayed Items

We obtain proof of postage for all items we send out to you. Very occasionally items may go missing in the post or during transit. Unfortunately this is completely out of our control but we will do our utmost to ensure this does not happen and, on that rare occasion when it does, we will try to rectify the situation as quickly as possible.

If, after you have received an email from us confirming that your order has been despatched, you are concerned that an order you placed has not yet arrived let us know.

If your order has been sent by Royal Mail on a standard delivery basis Royal Mail do not consider the item ‘missing’ until 15 working days have elapsed for deliveries within the UK and 20 working days for international deliveries. Therefore we have to work within this timeframe as well and will only be able to send out a replacement item or offer you a refund at the end of the 15 or 20 working day periods as appropriate.

If at the end of the 15 or 20 working days you have still not received your order, please inform us and we will send out an Undelivered Product Claim Form for you to complete, sign and return. On receipt of this form we will process your refund or send out a replacement product.

If an item has been sent on the ‘next working day’ delivery basis, then you will receive a tracking number with which to trace the item. Do let us know immediately if an item has not arrived within the expected timeframe.

All claims for orders lost in transit must be made within 28 days of the date of despatch. 

CANCELLATION

We hope that you will be satisfied with your purchase from The Running Works. However, in the event that you change your mind about your purchase, you may cancel your order at any stage prior to delivery. You are also permitted by law to cancel your order within 7 working days of receiving it. If at any stage you wish to cancel your order please let us know in writing (by letter, fax or email to returns@run-fast.net) that you wish to do so.

Please also return the unwanted item(s) to us by completing the Returns Form included in your order and return the item, along with the completed form, to us as per the ‘Instructions For Returns’ section below. 

RETURNS

You are welcome to return any item you have ordered within 14 days of receiving your order, subject to the below.

Unfortunately we will not be in a position to re-pay any shipping costs that were incurred in either sending out your order in the first place or in returning it to us, unless the item(s) being returned is faulty or sent out in error, in which case we will reimburse you in full for the shipping costs.

We endeavour to process all refunds or exchanges within 7 days of us receiving them, however it may take longer for cleared funds to reach your account. Refunds can only be credited to the card with which you originally made payment. 

If you need to contact the Returns Department at any time, please email us at returns@run-fast.net 

Instructions for returns of all products

When returning items for any reason to us here at The Running Works please follow the below instructions. If you do not follow the below instructions we reserve the right not to accept the returned item(s) if it is returned in a condition that means it is no longer re-saleable.

Please note that we cannot accept returns of any nutrition products (unless you received them after their sell by date or they have been contaminated in any way).

Similarly, please note that for hygiene reasons we cannot accept returns of any pants/knickers unless they are faulty.

In addition we are not able to accept returns of any electronic goods once they have been used, unless faulty.

Instructions for returns :-

  • If returning items (other than faulty items), please return them in their original and saleable condition, unworn or unused (as appropriate), unwashed, unstained, in their original packaging and with all labels still attached.
  • Please also ensure that the returned item is packaged sufficiently to avoid damage as it makes its way back to us in transit.
  • If you are returning shoes, please ensure that you place them in their original manufacturer’s box and put that box in some other form of protective packaging since we cannot resell the shoes if you have taped up, written on, removed or damaged the manufacturer’s original shoe box in any way.
  • Please also make sure, when trying on shoes, that you do so on a clean surface and do not wear them outside before seeking to return them.
  • Please note that we reserve the right to refuse to accept any returned items should we consider that the items have been used or are in such a condition which has rendered them un-saleable.
  • We also advise that all items are returned to us by way of recorded service so that they are insured. Please retain proof of postage in case the items go missing in transit. Unfortunately we cannot be responsible for items that are lost on their way back to us.
  • When returning an item for any reason, please complete, sign and enclose the Returns Form that was originally enclosed with your order.
  • If you have mislaid the Returns Form, find another here that you can print off, complete and sign.
  • Please send all returned items to the following address:-
Returns 
The Running Works
28-30 Houndsditch
London
EC3A 7DB

 

EXCHANGES

If you wish to exchange an item you have ordered for something else, just complete the Returns Form included in your order and return the item, along with the form, to us as per the ‘Instructions For Returns’ section above. Unless the item you are returning is faulty we will not be able to reimburse your shipping costs and there will be an additional postage charge to ship any replacement goods to you.

If you wish to exchange your returned item with an alternative item, and the value of that alternative item exceeds the value of the original returned item, we will need to seek additional payment from you prior to sending out the exchanged item. A representative of The Running Works will contact you in this regard. However, if the value of the alternative item is less than the value of the original returned item, we will refund the difference to you.

FAULTY ITEMS

If an item you have ordered is damaged in transit on its way to you, please refrain from accepting or signing for delivery of the product and the courier will then return it to us. However, if you only realise after you have accepted delivery that an item is damaged or faulty, please complete the Returns Form included in your order and return the item, along with the completed and signed form, to us as per the ‘Instructions For Returns’ section above within 30 days of receipt of your order or, in the event of faulty watches or heart rate monitors, within 14 days of discovery of the fault.

We will ensure that you receive either a refund or a replacement item if we have one in stock. We will also reimburse your shipping costs.

Refunds and replacements will be subject to an inspection by us to confirm that the fault lies with the product as opposed to ordinary wear and tear. We therefore reserve the right to refuse to accept a returned item if we consider that it is not faulty. Please note that if we refuse to accept a returned item, we will re-send it to you and you may be charged for the associated shipping costs.

Please further note that investigations into faults can take some time, especially where the item(s) concerned needs to be sent off to the relevant manufacturer. We will therefore keep you updated as to the progress of any such investigation.

INCORRECTLY DESPATCHED ITEMS

If we have sent you an item by mistake, please accept our apology. The item concerned will be refunded or exchanged as appropriate and we will cover all shipping costs incurred by our error.

Please complete and sign the Returns Form included in your order and return the unwanted item, along with the form, as per the ‘Instructions For Returns’ section above.

REFUNDS

Please note that, in an effort to maintain the security of our customers’ details, refunds can only be made to the original card you used to purchase your chosen items. The Running Works will only agree to process a refund to a different card in the event that either the original bank account no longer exists or the original payment card details have expired. In both of the latter scenarios The Running Works may require proof that such circumstances apply before agreeing to process a refund to a different card. 

STATUTORY RIGHTS

Your statutory rights as a consumer in the UK (including your rights to cancel, as set out above) are not affected by these Terms and Conditions. 

FEEDBACK AND COMPLAINTS

We welcome all feedback and we take all complaints very seriously. Please notify us direct of any feedback or complaints via email at contact@run-fast.net. In the event of a complaint a customer service representative will then contact you in due course.