FAQs

We aim to dispatch all orders placed before 13:00 GMT Monday to Friday that same day. Orders placed after 13:00GMT will be dispatched the next working day. For example, if you place your order after 13:00 GMT on a Friday or over the weekend, we will despatch it the following Monday. 

All orders over £50 are applicable for free delivery. 

When paying with a gift voucher, due to our operating system, the delivery charge will still be added to your order even when it does exceed £50, but it will be refunded back to you on the next working day.

Delivery charges for any orders below £50 the delivery costs are as follows: 

£3.99 UK Mainland* for orders under £50 (including Northern Ireland, Channel Islands, Isle of Man, Scottish Islands and Highlands**) 

£9.99 Republic of Ireland***  
£14.99 EU***  
£19.99 Rest of the World*** 

*Mainland UK, Isle of Wight and BFPO postcodes **Please note, delivery off mainland UK may take up to an additional 48 hours and allowances for national holidays. ***Recipient may have to pay any extra local taxes, duties, and any other import charges where applicable. 

In the rare occasion that your order has been delayed we will try to contact you within 24 hours. Please note that national holidays or any unforeseen circumstances may influence the delivery of your item.

We try to send all items the next working day is ordered after 2pm, however please also allow 3-5 working days for your item to be posted, as during busy times this may be delayed.

If you have any issues, please feel free to contact our web team.

We are not liable for any international tax cost.

On the rare occasion that your order goes missing, 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

Please see our Delivery & Returns page for more information.

If you purchased your item online, you have up to 28 days of delivery to return to us.

Please pack your items within our reusable mailing bags along with your delivery note and marked reason for return.

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. 

Please see our Delivery and Return page for more information.

Yes, along with your confirmation email and original form of payment. The item must still be return from 28 days of delivery. If you paid using PayPal, we won’t be able to return you item in store, and this can only be done online

Please allow for 3-5 day for your funds to show in your bank from the date of us receiving your item. This time allowance might differ between banks, with national holidays and bank holidays may delaying the process.

If you used the PayPal to pay for your items, you must return your items by mail only. We do not have the in store facilities to refund directly to PayPal. We apologise for any inconvenience.

Yes, refunds are free of charge, and your label is accessible from the Royal Mail portal, http://www.royalmail.com/track-my-return/create/4559. However, our free returns are insured up to a value of £100 and we recommend that you obtain sufficient postal insurance for items over £100 incase your item goes missing on its way back to us.

If something has gone wrong, please feel free to contact our web team.

Please see our Delivery and Return page for more information.

If you would like to refund all items within a bundle, please ensure all items from the bundle deal or free gift promotion are returned. If you would like to return singular items from a bundle these 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.

Unfortunately, we are not able to order different colours to those advertised on our website.You could try your local Up & Running shop to see if they have it available.

Yes, all clothing and footwear are shown in UK sizing. Each product has a brand specific sizing chart under product description.

If you’re unsure what shoe is right for you, please come visit us in-store and we can ensure that you are walking away with the right shoes for you.

If you’ve seen a product online but your size isn’t available, its always worth contacting you local store, as product availability varies across our stores. Find you local store here.

No – we don’t make appointments for gait analysis, however during busy times there may be a small wait where you can take your time browsing the store at your leisure.

Yes! It is free and recommended most times you come into store to get your new shoes. Your gait and running style may have changed over time so it is important to update this regularly to ensure your shoes are right for you.

Not at the moment - gait analysis is only available in stores, however we are improving our online services constantly and hope to incorporate this on our website soon. 

Gait analysis uses a treadmill and specialist camera software to analyse your running style and provides analysis to find the right shoe for you. Our staff members are specially trained and highly knowledgeable across the range of brands we have and will answer any queries or questions, whether injury or training based. The whole process will take around half an hour and is available in all Up & Running stores. But don’t worry or feel intimidated – its really not at all complicated and our staff will put you at ease.

Please bring in the shoes that you are currently running in, if applicable, regardless of their condition. Your ankles, and ideally your knees, need to be visible and we recommend comfortable clothing, and for women a sports bra, to allow you to move uninhibited on the treadmill.

You can read more about it here.

We offer a range of safe and secure payment methods: Visa, Mastercard & Maestro, PayPal, Apple pay, Google Pay and Shop pay. Unfortunately, we do not accept American Express.

All transactions undergo a check with your card issuer to ensure it is not a fraudulent transaction, and that the details you have provided match with their records. If the transaction is not authorised by your card issuer, then we will contact you to let you know within 24 hours of your order.

As soon as you confirm your order, your payment will be processed, and you will receive an email confirmation. Please allow up to an hour for your email to come through and be sure to check you junk mail.

Our gift vouchers can be purchased and redeemed both in store and online. Please note, our gift vouchers are a physical voucher that if purchased online will be posted out to the given delivery address.

To redeem in store, simply bring the voucher in with you when you come to visit us, and this will be given to our sales team at checkout and deducted off your final purchase.

To redeem online, select the items you wish to purchase and add to the basket. When you’re read to make your purchase, enter in the long barcode number on the voucher into the discount code box and click apply. The voucher amount will then be automatically deducted from your basket.

For more information on our Gift voucher terms and conditions please click here and for any help please contact our web team.

Yes we do, our Price Match is simple. At Up and Running, we want to be sure that our customers are getting the best deal on the market. This is why we offer our Price Match across all our products*, instore and online

For more information see our Price Match information page.

*Products over £50. Does not apply to electronics.

Select the item you’d like to buy.

Select the size and colour (if applicable).

Add the item to your basket.

When you have finished shopping, click Checkout.

You will then be required to fill in all the necessary details to complete your order, including your name, delivery address, payment details.

Unfortunately, we are unable to process postal or telephone orders.

We are able to help with advice directly relating to your order. Please telephone us on 01423562162.

Our head office opening hours are Monday – Friday: 8:30am – 4.30pm

For more general questions you are welcome to contact your local Up & Running store or ask us a question on social media (Response time may vary)

You will receive an order confirmation email once payment has been made. Please allow up to an hour for your email to come through and be sure to check your junk mail. If there are any issues with your order, please contact us as soon as possible on 01423562162.

Unfortunately, it is not possible to amend or cancel your order once you have checked out, and you will need to follow the returns procedure.

We offer a variety of safe and secure payment methods to ensure your personal and payment details are encrypted before they are sent to us.  For more information, please see our Payment FAQs.

Find your nearest store using our online store locator.

If you see an item you like online and would like to check its availability in store, please email or telephone your local store. Please note that stock availability varies between each store.  

Store contact details can be found on the store locator.

We list our job opportunities on our careers page.

We also list our job opportunities on our social media and on Indeed, so keep your eyes peeled and we’d love to welcome you into the Up and Running family!

We provide gold-quality customer service within our store, however we know things sometimes go wrong. We’d love to hear from you, and you can contact our web team here or if you’d like to contact one of our stores please click here.

At Up and Running, we want to be sure that our customers are getting the best deal on the market. This is why we offer our Price Match instore and online.

This is where we will match the price of any of our competitors, for the exact same item.

We don’t expect you to find a lower price elsewhere, but if you do then we’ll match it.

Our Price Match has 5 simple conditions that must be met. The product must be:    

1 - Same model  

2 - Same colour   

3 - Same size  

4 - Same conditions of sale  

5 - Must be in stock at a UK mainland company (online or instore)

If you do find the same product for sale at a lower price at a UK mainland competitor (instore or online) you can make a price match request. Read below how to claim instore and online:   

In-store:  

If you would like to claim your Price Match guarantee in store, come and speak to a member of our team. They will need to be shown a live product listing on a website or a picture clearly displaying the product description and price. Once our staff member is happy that the 5 conditions have been met, they will approve your guarantee instore.     

Online:   

If you would like to claim a Price Match guarantee on our website, please contact out team on ‘pricepromise@upandrunning.co.uk’ or call us on 01423 562162.   

You will need to provide a live product listing on a website or a picture clearly displaying the product description. We will then be able to honour your discount over the phone or we can give you a discount code for the difference. 

Price Match is available on already purchased products UP TO  7 days from the purchase date. This applies to both in-store purchases and websales. You must have a valid Up & Running receipt, clearly showing the date of purchase. The item must be unworn and in the original packaging, and you must provide supporting evidence of your Price Match claim.  

If you bought your item in store and would like to price match it, you must redeem this in store by contacting your local store. If you bought your item in online and would like to price match it, you must redeem this online by contacting our web team: ‘pricepromise@upandrunning.co.uk’ or call us on 01423 562162.