Frequently Asked Questions
Please find below a selection of Frequently Asked Questions. These are aimed to provide detailed information about our service when buying your products such as online security.
But we have also added reponses to common queries about our returns policy and delivery times. Feel free to pose your own questions by visiting the page with all our
contact details and asking us anything you feel is missed off below.
Q: Can you provide full details of your 'Unrivalled 7-Point Customer Guarantee'?
A: Here is the summary of our customer guarantee:
1. We guarantee totally free delivery on all UK orders.
2. We guarantee to process orders 7 days a week and always despatch for next day delivery.
3. We guarantee a totally free returns and exchange policy.
4. We guarantee a running specialist will be available to advise you 7 days a week.
5. We guarantee exceptional value for money when considering service and price.
6. We guarantee to have a diverse product range for all your needs from treadmill to triathlon.
7. We guarantee our website is totally safe and secure for your personal details.
OUR PROMISE
We send all UK orders free of charge but we also offer a free returns and exchange policy. We process orders 7 days a week and always send your order for next day delivery. Plus it is fast paced because we hold good stock and receive deliveries every day. However, if your order is delayed we will keep you informed so you know when your order will be delivered. If you are unhappy with the service, price or products then you can get a no quibble refund (so long as the goods are unused and in a saleable condition). However, to prevent this from happening our running specialists are available on the phone and email 7 days a week for help and advice.
WHY WE OFFER THE GUARANTEE
These guarantees exist for your peace of mind but they are absolutely essential for our discerning customers when shopping online. They are not false promises either, it is just the way we prefer to do business. If you look we have a very high rating on Google Checkout and receive lots of positive feedback. We offer an exceptional service and are not frightened to guarantee it.
A: We offer a completely free returns policy to ensure you have the confidence and peace of mind to order knowing you can send stuff back to us without incurring any additional costs.
If you wish to return any item purchased through our website for refund or exchange you must notify by email within 7 days of receiving your order. You will then be sent further instructions about returning your order. However, anything being returned to us must then be sent within the next 7 days, from the date of our email confirmation otherwise a return cannot be processed.
We have a FREEPOST address for returns as follows, but please do not send anything back to this address until we have provided you with confirmation (by email) to do so:
FREEPOST
LANSON RUNNING
RETURNS DEPT.
This is a Freepost address so does not require any postage and does not require any road, town nor postcode. We do recommend you obtain a Certificate of Posting from the Post Office when sending your goods back. Inform them that this is a FREEPOST NAME service if they query it.
We offer a free first exchange service within the UK, but we cannot post the alternative items until we receive back the originals, unless you pay for them upfront. Orders for delivery outside of the UK will need to pay the same delivery cost for an exchange as per their original order.
If you have opted for a refund then we will process this as soon as possible after the goods are received back into stock. The refund will be for the full value of all products returned back, assuming they are returned in an unused 'as new' and saleable condition, with all original packaging.
Q: Can I order from outside of the UK / How much does international delivery cost?
A: Yes. Lanson Running can send orders outside of the UK to most countries in the world. If you live outside of the UK then a delivery charge will apply based on the country for delivery.
These charges will be added to your order at checkout once you have selected the relevant country but will be just £12 in the majority of cases (correct July 2009).
Note that delivery times will be more like 7-10 days rather than the estimated times given for individual products.
Q: What if an item is faulty or different to the one I ordered when it arrives?
A: If an item is faulty on receipt or different from the one you ordered please advise us by email. We will then request that you post the goods back to us using our FREEPOST address at no cost to yourself. Once we have received the goods we will despatch a replacement or issue a refund, whichever is requested.
NB: If a product develops a fault whilst in use when under warranty or within a reasonable amount of time / wear, then it can only be repaired or replaced and not refunded.
In the case that the incorrect product was despatched as part of your order this product must be returned unused, in a saleable condition, in its original packaging with all labels etc still attached.
Q: How quickly will my order arrive?
A: Most orders are will arrive in just 1-2 days but the following information explains more.
If you order before 4pm (11am on Saturdays) then we will aim to process your order on the same day. After that time your order will not be processed until the following day. Note that all orders placed on Sunday will be processed on Monday.
Once an item is processed it will be despatched soon after using either Royal Mail first class post or a next day courier service. Despatch times do vary though and are dependent upon the product(s) ordered and a more accurate estimation is given on the product pages.
In some instances we will not have the item in stock. It is estimated that in this situation delivery may be delayed by 1-2 working days but we will endeavour to provide a more accurate estimation at the time.
Q: How secure is the payment process on Lanson Running?
A: If you opt to checkout using our own secure payment process you can rely on the security of your information. The payment process is provided by Secure Hosting, the preferred payment gateway of SafeBuy – the UK’s leading accreditation scheme for web retailers and Lanson Running does not store your payment card details
Also note your card details are securely encrypted during transport over the internet so no one can access your card information. Your card details are only sent to your bank so that they can authorise the transaction. You can also checkout using Google Checkout in which case Google will manage the security of the transaction but it is equally protected and totally safe.
Q: What is Google Checkout?
A: Google Checkout is a secure payment process provided by Google. Their fraud protection policy covers you against unauthorised purchases made through Google Checkout, they will not share your purchase history or full card number with Lanson Running or any other sellers.