We promise to:

• endeavour to achieve high standards in eCommerce and Mail Order;
• offer the best price we can on all our products;
• listen to you, the customer, and respond to your needs;
• despatch in-stock product as soon as we possibly can!;
• refund or credit any product that we have advised upon;
• give you good, clear advice on any product,
  just call 01423 562 162 (8.30-5 Mon-Thu, 8-4.30 Fri) or
  email enquiries@upandrunning.co.uk

We will not:

• falsely claim to have huge stocks;
• send you the nearest alternative without your agreement;
• keep you waiting for product without communicating;
• stock running shoes that fail to meet our stringent criteria.

Postage:

We want to get our goods to you as quickly, safely, and as economically as possible.
When you place an order you will see the following rates:

	UK Mainland Zone 1	£1.50  max order £10, small items         add 2-3 days for delivery £3.50  Parcel Force
	Scottish Highlands & Islands - Zone 2	£10.00  Parcel Force £6.00   Royal Mail, add 2-3 days
	Northern Ireland, Isle of Man, Isles of Scilly - Zone 3	£15.00  Parcel Force £6.00   Royal Mail, add 2-3 days
	Orders outside the UK	£10.00  Up to 2 weeks delivery
	BFPO	£6.00  Up to 2 weeks delivery NB: if your BFPO address is eligible for free postage, no charge will be made.

Parcel Force collects from our Mail Order warehouse in the late afternoon on weekdays and normally delivers next day. If an item is not in stock the estimated time to obtain it from our suppliers and deliver it to you by Parcel Force in Zones 1-3 is shown against the item. More economical postage options sent by Royal Mail take longer. Items not in stock in the Mail Order warehouse may be posted by Royal Mail from one of our shops.

If there is a delay we will keep you informed by email (enquiries@upandrunning.co.uk, to ensure that you receive our mail please allow your spam filter to accept our mail).

Contact us for rates on larger orders, shipping to Europe or beyond, or any other query - just ring 01423 562 162, or email enquiries@upandrunning.co.uk

Payment:

The prices quoted on our web site are for web sales and Mail Order, and are subject to continual review.

All prices quoted are in GB pounds, the secure ordering system ensures your complete privacy. We accept Access, Visa, Switch and Solo. Sorry, we do not take American Express. Cheques are acceptable but please contact us to check availability before sending cheques.

Cheques should be made payable to UP & RUNNING, and sent to us at
11a East Park Rd, Harrogate, HG1 5QT

Armed Forces/Non EEC:

Where VAT is not applicable deduction will be made on request. (We need a BFPO delivery address.)

Sizes:

We are a UK site, but as we also sell internationally we should point out that all sizes are UK sizes, unless otherwise indicated. Where we feel an item may be large or small for its size, we endeavour to make this clear in the item description.

Alternatives:

We sometimes offer an alternative product due to an item in your order being sold out. We promise never to send alternatives without full consultation with you the customer. Alternatives may result in cheaper prices and quicker delivery.

If you wish to return an alternative item within seven days of receiving your order, we will process the refund immediately. You must return the products to us within 21 days of the return request.

Along with your seven day cancellation rights, you have 28 days from the date of receipt to let us know that you wish to return an item offered as an alternative. Please ensure that the products are in a condition that can be resold.

Your postage will always be reimbursed when returning an alternative item.

Returns:

If you are returning an item within seven days of receiving your order, we will process the refund immediately. Please return the products to us within 21 days of your refund request. We will not be able to pay for the postage costs incurred when returning items in these circumstances.

Along with your seven day cancellation rights, you have 28 days from the date of receipt to let us know that you wish to return an item. We will not be able to pay for the postage costs incurred when returning items in these circumstances. Please ensure that the products are in a condition that can be resold.

When you are returning an item, please ensure that it is packaged sufficiently to survive damage during transit. We request that returned items are sent on a recorded service that includes insurance. Please retain your proof of purchase.

Faulty items:

If an item is faulty please fill in the returns form included in your order send it back to us. We will process a refund or despatch a replacement immediately depending on your request. We will always reimburse the postage costs when replacing faulty items.

When you are returning an item, please ensure that it is packaged sufficiently to survive damage during transit. We request that returned items are sent on a recorded service that includes insurance. Please retain your proof of purchase.

Exchanges:

If you wish to exchange an item please fill in the returns form included in your order and send it back to us. We will exchange the item and despatch the replacement out to you.

Unfortunately we are unable to reimburse any postage costs. Please note that there will be a postage charge to ship the replacement goods to you.

When you are returning an item, please ensure that it is packaged sufficiently to survive damage during transit. We request that returned items are sent on a recorded service that includes insurance. Please retain your proof of purchase.

Incorrectly delivered orders:

Any item despatched in error will be refunded or exchanged on request and we will cover any postage charges incurred.

When you are returning an item, please ensure that it is packaged sufficiently to survive damage during transit. We request that returned items are sent on a recorded service that includes insurance. Please retain your proof of purchase.

Passing information on to third parties:

In some cases we will pass on your name and delivery address to a third party. We will only do this if we are requesting that your order (in full or in part) is despatched by a supplier or one of our shops. This is to reduce the delivery time of your order.

We will never give your financial information to anyone outside of Up & Running.

We will never give your email address to anyone outside of Up & Running.

Cancelling an order:

You may cancel your order at any stage before delivery. Please note that we will not take payment of an order until it is despatched.

You can cancel your order up to seven days after the date you received it. We will process the refund immediately on receipt of your cancellation request Please note that if you wish to cancel an order after you have received it, you must return the products to us within 21 days of the cancellation request. We will not be able to pay for the postage costs incurred when returning items in these circumstances unless the item is faulty, the wrong item or an alternative item that you do not wish to keep.

When you are returning an item, please ensure that it is packaged sufficiently to survive damage during transit. We request that returned items are sent on a recorded service that includes insurance. This is to protect yourself if the product is lost in the post. Please retain your proof of purchase.

Contact Us:

If you have any query or concern relating to your order please call 01423 562 162 or email enquiries@upandrunning.co.uk