Customer FAQ

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Customer FAQ

As an online based retailer, Customer Service is our priority. We welcome any enquiries, but for your convenience, we have listed a number of FAQ's below, as a way to answer any of your queries efficiently.

IS BUYING ONLINE FROM owntherunway SAFE?

Yes buying online at owntherunway is completely safe and secure as we use a online paying terminal developed and supplied by Worldpay of The Royal Bank of Scotland. We are also a member of Verified by Visa & Secure by Mastercard associated with our Royal Bank of Scotland online paying terminal. We use a system that have developed a market leading fraud screening tool, drawing on data from the millions of payments they process globally, this involves over 50 individual security checks on each transaction.

I PLACED AN ORDER BUT HAVE NOT RECEIVED A CONFIRMATION EMAIL??

When you place an order you should receive a confirmation email within 10 minutes. If you have not received one after this time, please check your junk folder as many of our emails get put straight into this folder. If you have still not received one after checking this folder then please contact us asap by telephone or email to make sure your order went through successfully.

HOW CAN I TRACK MY ORDER?

You will be given a tracking number within the confirmation email you receive when we despatch your order. You can enter this number into Royal Mail Track and Trace, and use it to track your order at any time whilst its in transit.

CAN I CHANGE MY ORDER IF I NEED TO?

If at any point you wish to change your order, please contact us immediately. Unfortunately, if your order has already been despatched, you will need to refer to our returns policy.

WHAT CARDS DO owntherunway ACCEPT?

We accept the credit / debit cards which appear at the foot of the website, You can also make a payment via PayPal and Google Checkout.

HOW CAN I RETURN AN ITEM THAT IS UNSUITABLE?

If you wish to return your item(s) we advise you to complete the enclosed returns slip and take your order to any post office where you should send the item(s) back to us via recorded delivery and retain a proof of postage. This will ensure that your order reaches us safely and if it does get lost in transit it can be traced. However if you do choose to use a standard service where your order cannot be tracked we cannot be held responsible for it if lost. Therefore we will be unable to process your refund. PLEASE NOTE IF WE RECEIVE YOUR RETURN MORE THAN 14 DAYS AFTER THE ORDER WAS PLACED, WE WILL NOT BE ABLE TO REFUND THE ITEM. CREDIT NOTES WILL BE GIVEN FOR ITEMS RETURNED AFTER THIS 14 DAY PERIOD AS LONG AS THE ITEM IS UNWORN CONDITION.

If you cannot find your order number please email us on enquiries@owntherunway, failure to complete the returns slip accurately can result in a delay to your refund or exchange.

WHAT DO I DO IF I HAVE RECEIVED AN ITEM THAT IS INCORRECT OR FAULTY?

One of our top priorities at owntherunway is that you receive the highest quality of goods from us. If you have received an item that is not of this standard, or is incorrect in any way, please follow the procedure in HOW CAN I RETURN AN ITEM THAT IS UNSUITABLE?. Please ensure that you complete the returns slip by ticking the box stating that your item is incorrect or faulty and attach a note specifying your requirements. Upon receipt of your item, we will either despatch a replacement item or issue you with a full refund.

HOW MUCH DOES DELIVERY COST?

We offer the following delivery options:

STANDARD DELIVERY- £2.99
GUARANTEED NEXT DAY DELIVERY- £6.99
EUROPEAN DELIVERY- £8.99
INTERNATIONAL DELIVERY- £9.99

For more information on delivery please see our DELIVERY INFORMATION.

WHERE DO YOU DELIVER TO?

We deliver to all worldwide destinations. Please ensure you select European or International postage when placing your order.

DO YOU HAVE A SHOP THAT I CAN VISIT?

Unfortunately, as we are an online only based retailer, we do not have a shop for you to view our products. We do allow collections to be made by customers within the local area that are available to visit our offices.

WHAT DO I DO IF I HAVE NOT RECEIVED MY ORDER?

We dispatch all items within 24 hours of receiving payment for your order (excluding weekends and bank holidays). For UK standard delivery items are normally delivered within 1-5 working days of dispatch; however this is not guaranteed and can occasionally take longer. If you have not received your order within 7 working days please contact us as soon as possible via the telephone or email.