Frequently Asked Questions

How can I get the German VAT refunded if I want to import items into Switzerland?
Swiss customers who have their order delivered to Germany (with VAT included) and then import the goods into Switzerland can get the VAT refunded by Runnershub to a bank account (IBAN and BIC) after submitting the original invoice stamped by customs. Please send the original invoice by mail.
Invoices sent via email will not be accepted.

Do I have to pay customs duties when shipping to Switzerland?
Any applicable customs duties are not included in the shipping costs and must be covered by the customer. These usually amount to around 7% of the value of the goods.

Can I test my shoes?
Shoes that have been tested outdoors or on a treadmill cannot be returned. The sole must be clean and show no signs of wear.

What widths are available for running shoes?
For women, up to 3 width options are available:
2A (narrow) = narrow width/last
B (medium) = regular width/last
D (wide) = wide width/last

For men, up to 4 width options are available:
B (narrow) = narrow width/last
D (medium) = regular width/last
2E (wide) = wide width/last
4E (extra wide) = extra wide width/last

What is the difference between neutral and stability running shoes?
Neutral shoes are running shoes without corrective support.
Stability shoes are a separate category designed to provide additional support and prevent excessive inward rolling (overpronation) during the gait cycle, resulting in a more neutral running motion.

There was no return slip in my package. How can I return an item?
To return one or more items from your order, you need to generate a return label and return form via our returns portal.

  1. Log in to your customer account, go to “My Orders,” and click the “Return” button next to the order you wish to return. Alternatively, you can access the “Returns Portal” via the service button at the top right and proceed to the "My Orders" section to click the “Return” button next to the relevant order.

  2. Complete the return form. Afterwards, you'll receive a return label or a QR code for the return, along with the return form, which must be included in your package.

  3. If you're not logged in, you can still access the returns portal via the service button at the top right. Enter your order details to reach the return form.

  4. Complete the return form. Afterwards, you'll receive a return label or QR code for the return, along with the return form, which must be included in your package.

Please ensure that the return label is clearly visible on the outside of the package and that the barcode is not covered with tape. Include the return form inside your package so we can process your return more efficiently.

I don't have a printer at home. Can you include the return label in the package or send it by post?
As not every order results in a return, and in the interest of sustainability, we do not include a return label in the package. We only offer free returns via our online portal for self-printing. We also do not send labels by post.
Please ask a family member, friend, or local parcel shop if they can print it for you. Alternatively, you can return the item at your own expense.

The shoes/item don’t fit. Can I request an exchange with my return?
If the item is too small or too large, please return it to us. Unfortunately, due to logistical reasons, we cannot process exchanges. Please place a new order in our shop for the correct size or item.
Once your return has been received, we will automatically refund you using the same payment method you used for your original order.

My parcel couldn't be delivered and is being returned to you. Can you resend it?
Due to logistical constraints, we are unable to resend items once they are returned to our warehouse. After the return is processed, your payment will be automatically refunded. Please ensure that your delivery address is entered correctly and accessible for the delivery service.

I received a defective item. What should I do?
In case of a complaint, please contact our customer service via email and describe the issue briefly. If the defect is visible, please also include some pictures of the defect and the sole so we can assess the issue.
A team member will get in touch with you shortly and explain the next steps. Return shipping within Germany is free for complaints.

I want to file a complaint about a defective item and I live outside of Germany. Who covers the return costs?
In this case, please send the defective item back at your own expense. Afterwards, send the receipt for the return to our customer service so we can reimburse you.

What is the voluntary 30-day return policy?
In addition to the statutory right of withdrawal, we offer a voluntary return policy of 30 days for all purchases. This allows you to withdraw from the contract even after the 14-day legal withdrawal period has expired.
However, please note that we can only accept items that show no signs of use, damage, or dirt – they must be in like-new condition.

What should I do if my parcel was delivered damaged?
Please go to the nearest post office immediately after receiving the parcel and report the damage. The courier service will file a damage report and examine the delivery.
After that, we also need a copy of this damage report and photos of the damage so we can submit the case to DHL.