Frequently Asked Questions
How do I get the German VAT refunded if I want to import the items into Switzerland?
Swiss customers who have the goods delivered to Germany (with VAT) and import the shipment into Switzerland can have the VAT refunded by shop4runners to a giro account (IBAN and BIC) after sending the original invoice stamped by customs. Please send the original invoice by mail.
We do not accept deliveries by e-mail.
Do I have to pay customs fees for delivery to Switzerland?
Possible customs charges are not included in the shipping costs and have to be paid by the customer. These usually amount to approx. 7 % of the value of the goods.
Can I test my shoes?
Shoes that have been tested outdoors or on a treadmill will not be accepted as returns. The sole must be in a clean and unused condition.
What is PayPal Plus? Do I have to have an account with PayPal for this?
If you purchase on account via the payment service PayPal Plus, you do not need to have an account with PayPal.
What is the width of running shoes?
For women, the structure with a maximum of 3 widths is as follows:
2A (narrow) stands for narrow
B (medium) stands for normal width
D (wide) stands for wide
For men, the width systems with a maximum of 4 widths are as follows:
B (narrow) stands for narrow
D (medium) stands for normal
2E (wide) stands for wide
4E (extra wide) stands for extra wide.
What is the difference between a neutral shoe and a stable shoe?
Neutral shoes are called all running shoes that have no corrective support.
The stable shoes form a separate running shoe category. They are designed to stabilize the rolling of the foot more than, say, a neutral or cushioning shoe. ... During roll-off, it prevents the foot from bending inward excessively and provides a more neutral running style.
There is no return slip included in the package. How can I process my return?
To return one or more items from your order, you need to create a return label and a return form in our returns portal.
You can access the returns portal at: Customer Service > Shipping & Returns > Returns Portal
You can log in with the e-mail address you used to place your order and your order number and process your return in just a few steps.
The detailed procedure is described in the returns portal.
Please make sure that the return label is clearly visible on the outside of the package and that the scancode is free of tape.
Please enclose the form in your return so that it can be assigned and processed for you more quickly.
Unfortunately I don't have a printer at home. Is it possible to enclose the label directly into the package or to send it by mail?
Since not every order is returned, we do not include a label in the package for the sake of sustainability and the environment.
We therefore only offer a free return via our printable portal. We also do not send the labels by post.
In such a case, please ask your family, friends or the parcel store directly if someone can print it out for you.
Otherwise, you are also free to return the goods at your own expense.
Unfortunately, the shoes / item does not fit me properly. Can I make an exchange for a return?
If the item is too small/too big for you, we ask you to send it back to us. Unfortunately, for logistical reasons, we cannot make an exchange and therefore ask you to place a new order in our store for a different size or similar.
Upon receipt of your return, you will automatically receive a refund or reversal of payment via the same payment method from us.
I have ordered several items on account via PayPal Plus. Unfortunately, I need to return one/some items. Do I have to pay the invoice in full in advance or can I make a partial payment?
Please note when purchasing on account via PayPal Plus always that the payment service provider for you in advance and we have already received the money from them.
PayPal Plus always sets the payment deadline within approximately 1 month.
Depending on when you make the return, we recommend that you pay the full amount in advance. If the payment date is more than a week away, you can also make a partial payment.
As soon as we receive the return, we will inform PayPal Plus and the amount will be reversed. You will be refunded accordingly if you have already paid in full in advance, and the invoice amount will be settled if you have made a partial payment.
However, please always keep an eye on the notifications via PayPal Plus, as you will also be informed accordingly if the invoice is settled. If you are unsure about this, please feel free to contact our customer service.
My order could not be delivered by the parcel service and will be returned to you. Can you resend it to me?
For logistical reasons we are not able to reship through our warehouse. When we receive the return shipment, we will automatically refund you and we will have to ask you to place a new order in our store.
Please always make sure that your address for the delivery is correctly indicated in the order and that it is easily accessible for the parcel service.
I have a complaint about a defective item. What is the best way to proceed?
In case of a complaint, we ask you to contact our customer service directly by e-mail and briefly describe the problem. If the complaint is externally recognizable by a defect, we also ask you to send some pictures of the defect as well as the sole, so that we can get a better picture of it.
Afterwards, a member of our staff will contact you and explain how to proceed. The return to us is free of charge for you within Germany.
I have a complaint about an item and live outside of Germany. Who pays for the return shipment to you?
In this case we ask you to arrange the return of the defective item at your own expense. Please send a receipt of the return to our customer service so that we can reimburse you accordingly.
What is a voluntary 30-day return policy?
In addition to the statutory right of withdrawal, we grant you a voluntary right of return for all purchases for a total of 30 days. In this case, you can still withdraw from the contract after the 14-day statutory right of withdrawal has expired.
What should I do if my package was delivered defective?
Go to the nearest post office immediately after delivery and report this defect. The shipper will record a damage report and check the delivery. Subsequently, we also need a damage report including photos, so that we can submit the damage to DHL.