FAQs

My Account

Before you can place an order with Zen Running Club you will need to register with us.

As long as you have a valid email address, you can head over to our sign up page to keep up to date with the latest news and special product launches.

It’s easy to update your details, whether it’s your payment information, password or address book. Log-in to your account and you will see a range of categories at the bottom of the page under ‘Account Settings'.

You can rest assured that shopping with Zen Running Club is safe. We care about keeping your details secure and are fully compliant with the data protection act. For further information, please visit our Privacy Policy page.

Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we will send you instructions on how to get this reset.

If you no longer want to receive news, secret member only releases and special offers, then you can log-in to your account and select the ‘Email Preferences’option to make this change.

Ordering

We make sure that you can only order products that are currently available and in stock from our webshop. If the product you’re after is temporarily sold out, please enter your email address to be notified when it becomes available again

  1. It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you have found the product you want, you will need to select the correct size and click ‘Buy Now’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will also give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.

Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.

Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the X button.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking ‘Add a new address’.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders.

Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.

We will also send you a dispatch email as soon as your order is on the way.

Your account

will show any previous orders you have placed.

Click on the order you want to view to find out more. If the order has been sent with a tracked service then you will be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

If you can’t find the information that you need, click on ‘Message’ within your account to contact our Customer Service team.

We are sorry to hear you would like to cancel your order.

If there is anything we might be able to do before you cancel, then please contact our Customer Service team through your account to see if they can help.

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We will send you an email within an hour to let you know if the cancellation worked.

If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.

Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.

If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account.

Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

Don’t worry we understand that this can happen; you can try and cancel the item in your account.

You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.

If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.

If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance.

We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don’t worry - we can help. Please send us a message through your account.

Please be ready with the following information so that we can fix this for you:

  1. Order Number
  2. Incorrect item received
  3. The correct item ordered

As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

We take pride in our products so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.

To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

  1.  Order Number
  2.  Product Name
  3.  Details of the fault
  4.  Images that support the fault, if applicable

As soon as we have looked into the fault we will let you know what we plan to do next by sending you an email.

We take pride in our products so we are sorry to hear you have received your order damaged. We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us to tell us more.

Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again in the future.

As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.

If the item has been sent, then please send a message through your account to let our Customer Service team know and they’ll be happy to help.

Payment & Discounts

We offer a variety of online payment methods to ensure our customers can place orders with ease and convenience.

  • VISA
  • MasterCard
  • Maestro
  • American Express
  • Discover
  • PayPal
  • Apple Pay
  • Google Pay
  • Afterpay
  • Splitit

You can select your preferred payment method at checkout.

Yes, there is no need to worry. Our payment platform features the latest security technology, and you will face validation and authorisation from both us and the card issuer.

If you are seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you have done all that and still the problem is not fixed, then please contact our Customer Service team.

Once you place an order, the payment will show in your account as pending until we send the products to you.

The pending transaction is telling you that the payment is authorised to be taken.

If you want to add new payment details then you will need to do this at the checkout stage.

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.

Once you have found all the items that you want then click the bag icon in the drop right of your screen, you will see a box located below your list of items which says ‘Got a discount code? Enter it here’.

Add your unique discount code into this box and click ‘Add’ to apply the discount

If the code does not work then you will need to check that you are not trying to use more than one offer and none of the items are on our exclusions list.

If you have any problems entering the code then you can contact our Customer Service team through your account.

Subject to the terms set out below, you may earn ‘credit’ for use on this Website by referring a new customer(s) to us through our referral scheme by sharing the referral link and/or referral code we provide to you (the “Referral Scheme”). You are only eligible to participate as a ‘referrer’ in this Referral Scheme if you have previously placed an order on the Website.


A new customer is a natural person who has not previously placed an order with us (a "Referee"). If the Referee has an account on the Website but has not previously placed an order on the Website then they are entitled to participate in the Referral Scheme through the ‘referral link’ only. If the Referee already has an account on the Website then they will be unable to participate in the Referral Scheme using a ‘referral code’ (regardless of whether they have previously placed an order).


If the Referee has clicked through your referral link the discount code will automatically be applied at checkout. If the Referee is using a referral code, the Referee must enter this code at checkout.


For the avoidance of doubt, any credit generated from the Referral Scheme may only be spent on the Website and neither you nor the Referee is entitled to receive any payment of any kind in respect of the credit. The credit is not redeemable for cash. The credit that stands to your Referral Scheme account is not transferable in any way.


You will receive the applicable credit on your account 24 hours after dispatch of the Referee's order. If the Referee cancels their order for any reason within 24 hours of it being dispatched, you will not qualify for any credit. You will receive your credit in the default currency of the Website.


Any credit accrued through the Referral Scheme that has not been used within 6 months from the date of accrual will expire.


Subscription products are excluded from the Referral Scheme. We may exclude additional products from the Referral Scheme at our sole discretion from time to time.


We may, in our sole discretion, withdraw your credit generated from the Referral Scheme at any time if we believe or suspect that your use of the Referral Scheme is fraudulent, misleading or contrary to these terms.

Delivery

We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

Our Delivery Information page can give you more information and timescales.

If you do need to report your order as lost then please contact our Customer Service through your account.

All our delivery options can be found on our Delivery Information page.

Our Delivery Information page can tell you the time-frames associated with our different delivery options alongside their costs.

It is possible yes.

Any order placed for delivery outside of the US or EU could result in custom charges or import duties. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods.

We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.

Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.


Returns and Refunds

Please refer to our returns policy page for more information.

If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them through your account.


We try not to make things complicated for you, log-into your accountto contact our Customer Service team and they’ll do the rest.

You will need to tell them the reason for the return so they can choose the best option for you.

Please refer to our returns policy page for more information.


We want all of our customers to enjoy their products so if you are not happy with your order then you can send it back to us.

All we ask is that you let us know that you do not want the order within 14 days of receipt and make sure the products have not been opened, once you have obtained your RAN (Returns Authorisation Number) you will then have a further 14 days to return your item.

To get the order back to us safely please to log-in to your account and contact our Customer Service team.

They will send you all the information you need, but you can also refer to our returns policy page for more information.


As soon as we receive your order we will review the reason for return and let you know what we plan to do next.

You will receive an email to notify you of any action taken.


Your refund should be returned to your account within 5 working days and we will send you an email to let you know it’s on its way.

If you do not receive your refund and it has been 10 working days since you received our email, then you will need to contact our Customer Service team through your account.


Website

Please refer to our Terms and Conditions page.


If you are having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you.


Please refer to our Privacy Policy page.


You have the right to ask about what personal data we hold about you.

We may charge a fee which would not exceed $10.00. You can write to us and make this request at:

1-2 The Stables

Gadbrook Park

Northwich

Cheshire

CW9 7RA

United Kingdom


Exchanges

If you’d like to exchange the size you ordered for another size, simply return the original order and place a new order for the correct size.

To start the return process, please navigate to the Order History page and select the order you’d like to return.

If the item meets the criteria, there will be a ‘Return’ button available. Simply click and follow the next requested steps.

Returns are generally processed within 7 business days and will not exceed 30 days.


If you’d like to exchange the color you ordered for another color, simply return the original order and place a new order for the color you desire.

Returns are generally processed within 7 business days and will not exceed 30 days.


Product advice & sizing

If you’re unsure which size you need in our running shoes or apparel, please take a look at our size guide. It’s also located on every product page –just click on the “Size Guide” icon.

Our footwear sizing is displayed in EU sizing, for US, UK and JP sizing please translate back to the EU size on the size conversion charts.


We have created our version of a more traditional American style fit – form fitting in the heel with a spacious forefoot.


Whilst we built our shoes to perform to the levels we expect from a running shoe we have found that once people put them on, they want to keep wearing them for everything else that they do in everyday life.