Delivery & Returns

DELIVERY

We have teamed up with Royal Mail to ship your goods as quickly and efficiently as possible.  

We aim to have your order ready for dispatch within 48 hours, (Monday – Friday) of receipt. If an order is placed after 1PM Friday please allow 48 hours, from the following Monday, for dispatch.  However, it may not always be possible to meet these timings, especially at very busy times. In this case we will endeavour to contact you and update you on the status of your order as soon as possible.

Products available for pre order will be clearly marked online and cannot be dispatched before the date relating to that product specified.

Please allow extra time for delivery due to Royal Mail strike action. 

We thank you for your patience. To track your parcel, please head to the Royal Mail tracker here; https://www.royalmail.com/track-your-item

UK DELIVERY 

• Items are classed as missing in transit by our couriers if they haven't arrived within 10 working days (Monday – Friday), from the date of despatch. 
• Please allow 5 working days from the date of despatch before contacting us to chase a parcel. 
• We will then contact our courier to investigate and help locate the parcel. 
• Please note, delivery off mainland UK, may take up to an additional 48 hours.   

INTERNATIONAL DELIVERY 

• Items are classed as missing in transit by our couriers if they haven't arrived within 28 days from the date of despatch. 
• Please note that we may ask you to complete a Lossage Form prior to sending replacements. 

For any further enquiries regarding postage costs and/or destinations please email: customerservices@upandrunning.co.uk.

UK DELIVERY OPTIONS (allow 3-5 working days)

FREE UK Mainland* delivery for orders over £50 

£3.99 UK Mainland* delivery for orders under £50 

£5.99 Northern Ireland, Channel Islands, Isle of Man, Scottish Islands and Highlands**

*Mainland UK, Isle of Wight and BFPO postcodes

**Please note, delivery of mainland UK may take up to an additional 48 hours.  

During busy periods and over Bank Holidays, delivery times may be extended.  

INTERNATIONAL DELIVERY OPTIONS (allow up to 14 working days)

£9.99 Republic of Ireland*** 

£14.99 EU*** 

£19.99 Rest of the World***

***Recipient may have to pay any extra local taxes, duties, and any other import charges where applicable.

AVAILABILITY & PRE ORDERS 

Some products are released on certain specified dates but may be available to order in advance, and so will be marked as a pre order. Dates of pre order availability may be subject to change – if this is the case, we will let you know the revised date your product is expected to be dispatched at this point you will be given the option to also cancel the order should you wish.

DELAYED ORDERS & MISSING IN TRANSIT 

We aim to do everything we can to ensure you receive your order within the timeframe specified above. 

Occasionally however due to situations beyond our control, there may be a slight delay to the delivery of your parcel. All parcels are fully insured and if your parcel is delayed or missing, let us know and we will act quickly to help locate it. Whilst it is with the courier, we cannot be held responsible for the delays, however we can liaise with the courier with the aim to track down parcels that are delayed or missing. 

All claims for missing parcels must be made within 7 working days of the date of your order. 

MISSING ITEMS 

In the unlikely event that any item has been missed from your delivery, this must be reported to us within 24 hours of receiving your order by emailing customerservices@upandrunning.co.uk. 

RETURNS  

Regular returns 

We are happy to accept returns for unwanted items within 28 days of delivery.

Please read the following conditions carefully before returning your items:

• Online orders can be returned to our warehouse or to our stores.
• PayPal orders can be returned or exchanged to our warehouse, however we can only tend an exchange to the same value from our stores.
• Klarna orders can be returned or exchanged to our warehouse, however we can only tend an exchange to the same value from our stores.
• In store purchases can be returned to any Up & Running.
• If returning to our warehouse, you are responsible for returning the item(s) to us. We recommend that you obtain sufficient postal insurance for the value of the goods returned in case your item goes missing on its way back to us. 
• Our free returns option with Royal Mail only covers the value of a product up to £100. We recommend that you obtain sufficient postal insurance for items above £100 in case your item goes missing on its way back to us.
• Free returns only applicable in the UK.

We'll refund all items which:  

• Are returned to us within 28 days of receipt. 
• Are returned to us in original condition, in their original and undamaged packaging and with the labels attached. Shoe boxes should not be taped up and put in the post – they must be returned in an outer packaging. 
• Any items which are not in a clean, dry, and hygienic condition will be returned to the customer and will not be eligible for refund.
• For health and hygiene reasons, we are unable to accept the return of any item that has been worn, particularly underwear and socks. 

Your statutory rights are not affected by any of the above conditions.   

HOW TO RETURN ONLINE ORDERS (only available for online purchases)

Please pack your parcel up securely and return in an outer packaging (ie. shoe boxes must not be taped up and posted back). Include the delivery note with the reason for return clearly stated. Mark the reason for the refund on your returns form. Log your return and follow the instructions to obtain your free returns label via Royal Mail http://www.royalmail.com/track-my-return/create/4559 – you will have the option to print the label at home or take to a Customer Service Point where you will scan a QR code generated and be able to print the label for free. You may need to pay the postage costs to return your parcel. Free returns via Royal Mail covers the value of goods up to £100. We recommend that you obtain sufficient postal insurance for items above £100 in case your item goes missing on its way back to us. Refunds will be made via the original payment method. If you have any enquiries about returning your item, please email customerservices@upandrunning.co.uk.

RETURN  ADDRESS  

Returns Department  

Up & Running (UK) Ltd  

11a East Park Road  

Harrogate  

HG1 5QT  

HOW TO RETURN ONLINE (only available for online purchases) 

• Please pack your parcel up securely and return in an outer packaging (ie. shoe boxes must not be taped up and posted back). 
• Include the delivery note with the reason for return clearly stated. 
• Mark the reason for the refund on your returns form. 
• You are responsible for returning the item(s) to We recommend that you obtain sufficient postal insurance for the value of the goods returned in case your item goes missing on its way back to us.  
• Refunds will be made via the original payment method. 
• If you have any enquiries about returning your item, please email customerservices@upandrunning.co.uk.
• Multibuy items: If you purchase a multibuy offer and return part of your initial purchase, you will only be refunded the difference between the price paid for multibuy and the price of the single returned item. e.g. Multibuy price paid £140 for 2 pairs, price for single pair is £79.99, refund for one returned pair is £60.01.

HOW TO RETURN IN STORE (available for products bought in store or online) 

If an item was purchased in store then it needs to be returned to an Up & Running store. Please ensure:  

• The item is returned within 28 days of purchase. 
• The item is returned in perfect condition, with original packaging and labels. 
• For health and hygiene reasons, we are unable to accept the return of any item that has been worn, particularly underwear and socks. 
• Refunds will be made via the original payment method. 
• In store purchases cannot be returned to our warehouse.

Your statutory rights are not affected by any of the above conditions.  

BUNDLES / FREE GIFT RETURNS  

• For a full refund, please ensure all items from the bundle deal or free gift promotion are returned. 
• Partial bundle returns will be refunded pro rata. 
• Free gifts must be returned with their parent product in order to receive a full refund, otherwise the parent product will be refunded minus the free gift RRP value. 
• Free gifts are not refundable on their own. 

REFUNDS  

• We'll refund your item via your original payment method, minus the delivery fee. 
• We try our best to process all refunds within 48 hours of receipt, however during busy periods allow up to 7 working days for your refund. 
• When we've completed your refund, we'll send you an email to let you know. 
• We will (where applicable) refund reasonable postage costs up to the value of £4.99 if there is a fault found with an item. Please contact us via email customerservices@upandrunning.co.uk.

Terms and Conditions apply: Any refunds will be made after goods have been received and inspected. Proof of postage required. 

FAULTY ITEMS  

If you find a fault with your item, please contact our customer services team by email customerservices@upandrunning.co.uk who can help and advise the best way to deal with it.  

• Faulty items should be returned within 48 hours of reporting the fault to us and must be in a clean and dry condition. Any items which are not in a clean, dry, and hygienic condition will be returned to the customer. 
• Please enclose your original invoice and details of any correspondence with us. 
• We'll aim to get back to you within 48 hours of receipt of your parcel, although during busy periods this may take slightly longer. 
• Most faults will require a second opinion from the product manufacturer. 
• Your statutory rights are not affected. 

CANCELLING BEFORE DESPATCH  

To cancel your order before despatch, we recommend that you contact us as soon as you can after placing your order, and we will do our best to cancel your order before it is despatched. We cannot guarantee this will always be possible.  

CANCELLING AFTER DESPATCH  

If you wish to cancel your order after despatch, you will need to wait until you receive your order and then follow our returns procedure.  

For any more information on our returns policy please email: customerservices@upandrunning.co.uk