Frequently Asked Questions
You can check our most frequently asked questions here, if you still need help then please contact us via the live chat or fill in the contact form.
Delivery & Shipping
We ship all orders via Royal Mail, Fedex or UPS.
UK - FREE POSTAGE OVER £35
EUROPE (untracked) - FREE POSTAGE OVER £60
REST OF WORLD (untracked) - FREE POSTAGE OVER £100
UK - £2 UNDER £35
EUROPE (untracked) - £8 UNDER £60
WORLDWIDE (untracked) - £10 UNDER £100
For Europe and Worldwide you can choose to add tracking for a supplement. In some countries we only offer Fedex and UPS, so these rates may be higher.
All packages are sent with Royal Mail. You can choose First Class (delivery in 1-2 business days) or Second Class (delivery in 3-5 business days).
First Class is £3.50.
Second Class is £2.00 or free for orders over £35.
We aim to dispatch all orders within 24 hours Monday to Friday. If an order is placed on a Friday, Saturday or Sunday, it will be dispatched the following Monday.
All international orders are shipped via Royal Mail to the destination country and then passed onto the national carrier of that country. For example in the USA it will be passed on to USPS, La Poste in France, Deutsche Post in Germany and Australia Post in Australia.
You can select an economy untracked option at checkout or you can choose tracking where you will be able to see where your parcel is.
At the moment UK orders come with a delivery confirmation so you can see when and where your order was delivered.
For international orders, if you have selected tracking at checkout, there will be a tracking link in your shipping confirmation email.
We ship to most countries in the world. If you have any issues at the checkout page where it says we do not ship to you then please get in touch via the Live Chat feature.
All orders in the UK and the European Union will not be subject to any further taxes before delivery. The price you see on the screen at checkout will be the final price you will pay. In the unlikely event of you being charged, please get in touch and we will resolve the issue with the carrier.
For the rest of the world, any customs or import duties are charged once the parcel reaches the destination country. You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the customer. We have no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office before placing an order so you are not surprised by any charges you were not expecting.
Currently orders to the USA are tax free up to £560, Australia up to £585, New Zealand up to £505. So any orders under these amounts will not attract any further charges.
We always encourage everyone to shop early! But for those last minute shoppers the final dates to get your items before Christmas are:
UK: 22nd December
Europe: 13th December
Worldwide: 6th December
Please get in touch via the live chat feature on the website if your order has exceeded the expected delivery window and we will look into this for you.
Please get in touch via the live chat feature on the website and we will arrange for a replacement item to be sent.
Please get in touch via the live chat feature on the website and we will arrange for the correct item to be sent out.
Please get in touch via the live chat feature on the website and we will arrange for the missing item to be sent out.
Please get in touch via the live chat feature on the website as soon as possible and we will do our best to make any necessary changes (for example amending address details or order quantities) before the order is dispatched.
We accept all major credit and debit cards: Visa, Mastercard, Maestro and American Express. You can also use the following services: Shopify Pay, Google Pay, Apple Pay and Paypal.
Our default currency is GBP but we also accept the following currencies: USD, EUR, AUD, NZD, CAD and SGD.
Yes we do! Please fill out the live chat form using your NHS email address and we’ll send through a discount code.
No, only one discount code can be applied to your order.
All caps have the same circumference (58cm) and are all adjustable to fit most head sizes. The depth of the hat varies for each different style so if you feel you have a particularly large head then stick with the Getting It Done or OG hats!
We recommend hand washing your hat in cold water with a small amount of liquid detergent and letting it dry naturally. Do not machine wash or tumble dry!
All caps have the same circumference (58cm) and are all adjustable to fit most head sizes however the depth of the hat varies for each different style so if you feel you have a small head, then we'd recommend the Ben Parkes, or legend hat!
Returns, Refunds & Exchanges
If you have requested a refund, it will be processed via the original form of payment within 24 hours of receiving the return.
If you have requested an exchange, we will dispatch your replacement within 24 hours of receiving the return.
Returns postage is free.
For all returns, we use Collect+, which is fully tracked and insured. To begin a return please navigate to the bottom of any page of the website and click into our returns portal.
You are welcome to send back any item, unworn, within 45 days of receiving it for an exchange or refund. To start a return please navigate to the returns portal. The link to this is at the bottom of any page on the website.
Training plans are non-refundable.
At the bottom of every page there is a newsletter sign up link and you will receive news about new product launches, tips to help you with your running and even the occasional discount code!
Please get in touch via live chat and we can delete it for you.
No you can check out as a guest, but if you choose to set up an account you will be able to see your order history and amend your address information.
Each newsletter has an unsubscribe button at the very bottom of the email.
Each plan gives the number of days of training per week, so we’d advise going for the one which best fits in with your current lifestyle and commitments. Also consider the number of miles or km's for the first week and peak week and compare that figure to where you are currently. The best success will come from following a plan that is achievable given your lifestyle and current fitness.
We have written the training plans in both miles and kms, both of which are included in the PDF file so you can refer to whichever one suits you. The pace charts are also in miles and km's too.
The plans are a downloadable PDF file which you can view on any device or print off. You will be emailed the link to download your plan. Please note the plan can only be downloaded a maximum of 5 times.
You will receive an email with a link to download your plan straight after purchase. You can also click a link on the checkout success page. This will download the PDF file to your computer, tablet or phone.
Please try opening the PDF in a web browser such as Chrome on a PC or Safari on a Mac. Very rarely we have an issue with older versions on Adobe Acrobat on a PC, but the plans will always open in a web browser.