Returns Information
Last Updated: 30 June 2026
We want you to absolutely love your Run & Fly goodies. If something isn't quite right, we're here to help.
We offer a generous 60 day voluntary returns policy from the date your order is delivered. This is in addition to your statutory consumer rights.
Items must have been purchased directly from www.runandfly.co.uk. If you purchased your item from one of our wonderful stockists, please contact them directly, as they will handle your return in accordance with their own returns policy.
Gift cards are non-refundable. If you've made a mistake when purchasing a gift card, please contact us as soon as possible and we'll do our best to help.
European Union Consumer Rights
If you are purchasing from a country within the European Union, you may have additional rights under the consumer protection laws of your country.
Right to Withdraw
Unless an exception applies, you have the right to withdraw from your purchase within 14 days of receiving your order without giving a reason.
To exercise this right, you can log into your Run & Fly account and request a return through our Returns Portal where available. Alternatively, you can email hello@runandfly.co.uk before the withdrawal period expires.
Once you have notified us that you wish to withdraw, you'll have a further 14 days to return the goods.
You may inspect and try on your items as you would in a physical shop to establish their nature, characteristics and fit. If an item has been handled beyond what is reasonably necessary for this purpose and its value has been reduced, we may make a reasonable deduction from your refund where permitted by applicable law.
Unless the goods are faulty, not as described, or we have made an error, you are responsible for the cost of returning the goods.
Refunds will be issued within 14 days of receiving the returned goods or satisfactory evidence that they have been returned, whichever is earlier.
Exceptions
The right to withdraw does not apply to:
• Personalised or made to order products.
• Sealed goods which are unsuitable for return for health or hygiene reasons once opened.
• Gift cards and digital products where applicable.
Nothing in this section affects your statutory consumer rights.
UK Returns
We offer FREE UK returns through our Royal Mail Returns Portal.
The quickest and easiest way to return your order is by logging into your Run & Fly account and using our free Returns Portal.
If you're unable to access your account or need any assistance, please contact us at hello@runandfly.co.uk and we'll be happy to help.
If you choose to return your parcel using another method, you'll be responsible for the return postage costs. We cannot reimburse postage for returns sent outside of our Returns Portal unless the item is faulty or we have made an error.
International Returns
Customers outside the UK are responsible for arranging and paying for return postage unless the item is faulty or we have made an error.
For your own protection, we strongly recommend using a fully tracked postal service, as we cannot accept responsibility for returns lost in transit.
If you're returning goods from overseas, please clearly mark the outside of your parcel:
RETURNED GOODS
Please also include documentation confirming that the goods originated in the United Kingdom and are being returned to Run & Fly.
If customs charges are applied because this information has not been included, we reserve the right to deduct these costs from your refund or request payment before sending any replacement item.
US & Canada Returns
Although Run & Fly is based in the United Kingdom, we also offer a returns hub for customers in the United States and Canada.
Please return your parcel to:
GEPS – EZI – SLYDE LTD (RUN & FLY)
845 Carol Court
Carol Stream
IL 60188
United States
Please include:
• Your name
• Your order number
• A completed returns form or a note explaining whether you'd like a refund or exchange.
Once you've posted your return, please email hello@runandfly.co.uk with:
• Your order number.
• The item(s) you've returned.
• Your tracking number.
• Your requested exchange size or refund.
As soon as your parcel has been received by our returns hub, we'll begin processing your return.
Where possible, exchanges will be marked as replacement goods to help reduce the likelihood of additional customs charges, although this cannot be guaranteed.
If you need a replacement urgently, the quickest option is to place a new order and return your original item for a refund.
Exchanges
We're happy to exchange your item for the same style in a different size, subject to availability.
If you'd like a different product or design, simply return your original item for a refund and place a new order.
UK replacement exchanges are shipped free of charge.
Please allow up to five working days from receipt of your return for your replacement to be dispatched.
Returning Your Items
Returned items should be:
• Unworn, except when trying on for fit.
• Unwashed.
• In their original condition.
• Returned with all original tags attached.
• Returned in the original protective packaging where possible.
You may inspect and try on your purchase as you would in a high street shop to establish its nature, characteristics and fit.
If an item has been handled beyond what is reasonably necessary for this purpose and its value has been reduced, we may make a reasonable deduction from your refund as permitted under UK and EU consumer law.
Examples include, but are not limited to:
• Stains or marks.
• Smoke, perfume or other strong odours.
• Pet hair.
• Missing tags.
• Damage caused after delivery.
• Missing original protective packaging.
Where appropriate:
• A £10 cleaning or restoration fee may be deducted where additional work is required to make the item suitable for resale.
• A £1 repackaging fee may be deducted if the original protective packaging has not been returned.
These deductions reflect the reduction in value caused by handling beyond what is reasonably necessary to inspect the goods.
Refunds
Once your return has been received and inspected, we'll process your refund or exchange as quickly as possible.
We aim to process returns within five working days of receiving them.
Refunds will be issued to your original payment method.
Please note that your bank or payment provider may take several additional working days to complete the transaction.
Original delivery charges are non-refundable unless your item is faulty, not as described, or we've made an error.
If you paid using a gift card, your refund will automatically be credited back to the gift card first.
Where multiple payment methods were used, the refund will first be applied to the gift card before any remaining balance is refunded to your other payment method. If you'd prefer a different arrangement, please contact us before your refund is processed.
Faulty or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at hello@runandfly.co.uk before returning your item.
We'll always do our very best to put things right.
UK Returns Address
RUN & FLY RETURNS
9 Brunswick Street
Leicester
LE1 2LP
United Kingdom
