Answers to your questions!
If none of these answers will help you, please contact us via E-Mail firstname.lastname@example.org or call our hotline: +49 (0)2361 9959030 (mondays to fridays from 9 am to 7 pm)
Items & stock
How long is a product available for?
The availability of our items is updated daily. The only sizes available are those available to choose from when you select the size of product you want to buy. Other sizes are unfortunately sold out.
Our service team will of course immediately inform you in writing or by phone in case of any delivery delays due to orders for items temporarily out of stock.
Will sold items be available again?
The price of an item may often be reduced if the manufacturer no longer produces the model or the specific colour. It rarely happens that we have the item available again.
Of course, we also have what we call "continuously sold products", which are items manufacturers have been producing for years, so it's worth browsing our shop on a regular basis for these.
If I pre-order an item, will I get this on the release date?
For pre-ordered items, normal delivery times apply from the date of release. You will of course immediately be informed of the delivery date in writing via e-mail or by phone.
The product I received looks different from the image shown on the shop
Although we make every effort to present products, prices and colours correctly, we are not liable for any (technical) errors or changes. All product images in the shop are processed with the best possible quality but, due to monitor and/or screen settings, different hues and shades may appear on the specific product image.
Does RUNNERS POINT offer discounts on products?
We do not generally offer a discount on the displayed prices of our products. But of course we regularly have special offers – we always keep you up to date through our newsletter, for example!
Please note that our stock is limited.
How long will the reduced price items be offered?
A product usually remains at the reduced price until the item has been sold out completely.
Some of our offers are only valid for a limited promotion period. If you order an item at the reduced price within the promotional period, you will pay the reduced price even if the price of the item is increased again when the promotion is over.
What happens if the price of an item is reduced and my purchased item has not been shipped yet?
If your newly ordered item has not been shipped yet, we can cancel this order for you so that you can purchase the item at the new price.
Redeem vouchers as follows when ordering online
Voucher with promo code
If you have a voucher with a promo code for the RUNNERS POINT online store, enter the code in the shopping cart in the corresponding voucher box. The voucher amount is automatically deducted from the order total.
Note that usually only one voucher can be redeemed per order. A combination of vouchers can only be used under certain conditions.
If the purchase contract is cancelled, the credit amount from the voucher is no longer valid, i.e. the voucher will be deducted from the amount of the refund again and the same voucher cannot be redeemed again. The same applies when part of the goods is cancelled, if due to the cancellation the remaining value of goods falls below the specified minimum purchase value/order value.
Buy a gift card
You can get gift cards in all RUNNERS POINT and RUN2 by by RUNNERS POINT stores in Germany, Austria, Switzerland and the Netherlands.
Unfortunately, you cannot currently order gift cards online. The RUNNERS POINT gift card is valid for 36 months from the date of purchase.
If you lose the RUNNERS POINT gift card, you shall have no claim for compensation. In individual cases, if you still have the invoice or the receipt for a gift card, it may still be possible to determine the current balances and block the gift card. In such a case, the gift card can be replaced. Gift cards can be transferred to another person.
Please note: for technical reasons we can only offer this discount when your order is pre-paid.
Can I order by fax/e-mail?
Due to data protection, we do not accept any order placed by fax or e-mail. We will of course answer any of your questions about the product or the order process. However, your final order can only be placed in our online shop or by phone. Orders with payment by credit card, on account, by debit order and by instalment purchase can only be made online and not by phone.
Why should I create a customer account?
Creating a customer account at RUNNERS POINT is not absolutely necessary for placing an order, but it has many advantages.
With a customer account, you are not only able to view your current orders but can also easily manage, for example, your shipping address, your terms of payment or your wishlist and personal settings.
Can I add items to my order?
Changing the order (add, delete, change a shipping address) is no longer possible after invoice printing, since the selection status is then usually already concluded.
However, you can of course place a separate order.
What are the expected shipping (delivery) times?
Shipping times (delivery) times for shipments with DHL and/or DPD are from Monday to Saturday from 8 am to 6 pm.
Delivery times for express orders via DHL are from Monday to Saturday from 8 am to noon.
What happens if I am not at home at the time of delivery?
There is no need to worry if you are not at home to receive a delivery. The courier will leave a delivery card in your letterbox advising you that you can pick up the parcel at the nearest post office.
If you have ordered cash on delivery (COD), you can make the payment at the post office.
Please note that only you can pick up the parcel as the authorised person, so please make sure you have your passport with you.
What should I do if my order is not delivered within the specified time?
Please allow one to three (1-3) business days for delivery within Germany. If your order has not arrived during this time period, please check whether a notification card has been left in your letterbox. If you have not received a notification, contact our service centre so that we can check on the whereabouts of your parcel.
Once your order has been shipped, you will receive an automatically generated e-mail with the parcel number. You will be able to track your shipment using this number.
What happens if the courier loses my parcel?
We are responsible for the parcel until it reaches your address, which means that, if the shipment is lost, we will provide a complete refund or replace the item free of charge. If the courier confirms loss of the parcel, we will of course try to provide a replacement or – if the item is no longer available – refund the amount as soon as possible.
Please contact us if your parcel does not arrive within the specified delivery time or if you experience inconsistencies in the shipment status.
What happens if my parcel arrives damaged or incomplete?
According to the regulations of German law, open (immediately make a note of open damage on the delivery receipt) and concealed damage must be reported to the parcel delivery service (DHL/DPD) in writing immediately upon discovery, and no later than within seven days of delivery. Please inform us of the damage immediately by calling our free service number +49 (0) 2361 995 9030 or e-mail us at email@example.com, since we will need to initiate an investigation. It would be very helpful for us if you fax us the document received from the courier service to +49 (0) 2361 995 9030 or send a scanned copy to the above e-mail address. We reserve the right to require you to confirm the incomplete or faulty delivery (also transport-related defects) to us under oath.
What happens if I receive another customer's order or the wrong item?
In such cases, we will arrange a pick-up or return as per your information. Please keep the goods and the invoice together.
Return & servicee
Can I return an item when I am not satisfied?
If you are not satisfied with the item you have ordered, you can of course return it within 100 days − please enclose all content, as well as shipment labels (electronic goods are excluded). Learn how you can return items. Please note that we can only accept returns of unworn items.
How do I get my money back?
To ensure prompt refund of your money, please send us the comprehensively filled out returns form with your full bank details.
Important: The SEPA regulation states that the use of IBAN and BIC is also mandatory when making a (reverse) transfer.
Can you guarantee that the advice you give me is honest and correct?
Customer-friendly and technically correct advice is an absolute priority for us. The customer service department is the centre of our service activities. We place very high demands on the quality of our work. Our focus is on the long term and sustainability, and we aim to have completely satisfied customers who will remain loyal to us for a long time.
What do I do if the return label is not included in the shipment?
Just follow the instructions on the Returns page.
What happens if my package was undeliverable or I have not picked it up?
Packages that are undeliverable or not picked up will be cancelled and reimbursed. If you still want to purchase the product, please place a new order. Please also check the address under your user account.
Why can I not order on account, by direct debit or by instalment purchase?
• You are not at least 18 years old.
• The order value is higher than 1.500,00€.
• The address you have given is incorrect and for high amounts only verifiable addresses are accepted.
• The order total exceeds the maximum amount determined in a credit check that has been performed. Try it with a lower amount.
• Due to Schufa (German credit rating agency) entries, our partner has not approved your credit.
• You still have outstanding accounts with one of our partners or your payments have not been received yet.
• Billing and shipping address are not the same.
By when should I pay when purchasing on account?
For buying on account, the purchase price is payable within a payment period of 14 days after date of invoice. If you are purchasing more than one product, the latest invoice date of different maturity dates applies to total payment. If you don't pay within the payment deadline, our external partner Klarna will charge you a reminder fee. Each reminder costs 4,95€.
Why am I charged a returned debit fee?
One reason could be that there are not sufficient funds in your account. When providing details of their bank account, the customer confirms that they are entitled to debit the corresponding bank account and that the account will have the required funds available. Returned debits involve a great deal of effort and costs for the seller and Billpay GmbH. In the case of a returned debit (due to insufficient funds in the bank account, due to expiration of the bank account or unauthorized objection of the account holder), the customer authorizes Billpay GmbH to submit the direct debit for each overdue outstanding amount once more. In such a case, the customer is obligated to pay a processing fee per returned debit.
When are the instalments of an instalment purchase payable?
If you buy via instalment purchase, the maximum repayment period is 24 months. You can determine the amount and thus the period of the instalments yourself, but at least 4% of the total must be transferred with every instalment you pay. The first instalment is due one month after the date of shipment; all other instalments are due on the corresponding calendar date of the following month. We request that you pay the instalments due to the account given to you.