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FAQ

DO I HAVE TO REGISTER TO ORDER FROM YOU?

No, you can carry with your order as a guest. However, registration is free and you can therefore benefit from the latest offering or customer rebates.

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WHAT DOES IT MEAN WHEN THE ARTICLE I´M LOOKING FOR IS NOT PRESENTED ON THE WEBSITE ANY MORE?

If an article on the website is no longer shown, it is sold out. Most items are not ordered again.

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CAN I STILL CHANGE, CORRECT OR CANCEL MY ORDER AFTER THE CONFIRMATION EMAIL?

After conclusion of the contract you cannot change your order.

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HOW QUICKLY CAN I GET MY ORDER?

After processing your order you will receive a confirmation email from us. From this point, the shipping within Germany takes 1-2 working days, abroad this can take up to 4-5 working days. Please note that we do not work on public holidays, and may therefore be delayed.

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

After processing and shipping your order you receive an email with the tracking number to the registered e-mail address. If you have not within this 1 delivery confirmation - received 5 working days after placing your order, log in below your tracking number at the order display.

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WHAT HAPPENS WHEN AN ARTICLE I HAVE ORDERED IS SOLD OUT?

If an item you have ordered is sold out, we will notify you by e-mail and delete this item from your order. Of course, you will be billed only the items, which are shipping.

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HOW LONG DOES THE PROCESS OF A RETURNED ORDER TAKE?

Please note that it may take from the date of returning up to 4 weeks for the returned items will be credited to your account.

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HAS MY ORDER BEEN ALREADY SENT?

Once your order is out of the warehouse, you will receive an e-mail to confirm that the goods are now under way.

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I HAVE A RECEIVED DEFECTIVE PRODUCT

In rare cases, if a received from the item is defective, please notify us immediately by email at hello@runlola.com with an exact description of the error so that we can find an alternative for you.

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I HAVE RECEIVED AN INCORRECT ITEM

Should your order contain an incorrect item, please let us know immediately by writing us an e-mail to hello@runlola.com and let us know which products have been delivered incorrectly.

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AN ITEM IS MISSING FROM MY ORDER

It is possible that we do not send all the items in your order at the same time. Therefore, please check first your shipping emails to determine whether some of the items you ordered will be delivered separately.

When your order will be delivered in partial deliveries, only the items in this shipment are listed on the delivery note.

Please check every delivery of each partial delivery, to make sure nothing has been forgotten. Should one or more items are missing, please contact us.

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HOW DO I RETURN AN ARTICLE?

If you wish to return an order, please contact us. Please before the return of the goods on the basis of return. Then please pack well and return the goods to the following address by post:

RUNLOLA

c/o Acito Logistics GmbH
Im Wörth 1
79576 Weil am Rhein
Germany

 

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REFUND

 Once we receive the returned goods and the refund has been processed, you will receive notification e-mail.

We recommend that you at the post office necessarily bring proof of dispatch as we can without proof of dispatch refund any money if the package is lost.

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COMPLAINT

If upon delivery the item was damaged or defective, please send us a description of the defect and 3-4 meaningful photos that document the defect by email to the following address: hello@runlola.com.

Upon receipt of the pictures you will receive within a few days with feedback on how to proceed.

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