You will need an account to keep track of your purchase history and save and use discount points. You can log in at ‘My Account’ or during checkout.

• If you’re a new customer, enter your email address and click ‘Register’. On the next page you can enter all your personal information needed to process your order.
• Are you already a customer in one of our branches, but you don’t have a password yet? Enter your email address and click on ‘forgot password’. Make sure to use the email address that is linked to your customer account.
• If you already have a login, you can log in with your email address and password.

If your product is no longer available in your desired size or colour, send us a quick email to shop@runnerslab.be. Clearly state the desired product, colour and size.

If a product is out of stock, you can check via shop@runnerslab.be whether you can still order it.

If you already received a confirmation email from us, you can only change or cancel your order by contacting us via shop@runnerslab.be.

If your order has already been shipped, we can no longer change or cancel it. However, you can still return your order after receiving it or drop it off at one of our shops.

It is currently not possible to track orders online. Please contact us via shop@runnerslab.be if you have any questions.

We accept the following payment methods:

• Visa

• MasterCard

• Bancontact

• PayPal

• iDEAL

• KBC

• Belfius

• Runners’ Lab gift certificates.

You can also pay online with your Runners’ lab gift certificate. To do so you must enter two codes at ‘discount codes’ at the bottom of the shopping cart:

• at ‘gift certificate code’: you should here enter the code shown on the left, below the barcode of your gift certificate
• at ‘web code’: you should here enter the three-digit code shown on the right, at ‘web code’ on your gift certificate

Only gift certificates with the web code can be used online. Other gift vouchers can only be redeemed in one of our shops.

If the value of your gift certificate exceeds the value of your order, you can use the balance afterwards.

Check the remaining value of your gift card.

If the value of your gift certificate exceeds the value of your order, you can use the balance afterwards.

Check the remaining value of your gift card.

It is not possible to pay with these payment methods.

The complete amount must also be paid immediately with Click & Collect orders. The same exchange and return conditions apply as with home deliveries. If you want a different product or different size, you can immediately exchange it for another product in the store, if it’s in stock.

To ensure the security of your online payments and personal data, the transaction data is encrypted using SSL technology before being sent over the internet. No special software is needed to pay with SSL. You can recognise a secure SSL connection by the lock icon in the bottom status bar of your browser.

If your payment succeeded, you will see a confirmation screen. Your order will be final as soon as we confirm it via email and your payment has been authorised by your card issuer.

If you want to receive an invoice of your online purchase, please send an email to shop@runnerslab.be before placing your order. Please mention your VAT number, and the name and address of your company. If you are already a customer with us, let us know which account you wish to use to make the purchase. We will send you a confirmation as soon as the adjustment is in order so that you can pay for your order. You’ll automatically receive the invoice afterwards.

Our prices are quoted in euros and include all taxes and levies, VAT and services. There will be no unpleasant surprises when buying from Runners’ Lab. However, we may decide to ask you to pay the shipping costs, on top of the purchase price. Don’t worry though, as we will always notify you of this before you place your final order.

For shipments to an address in Belgium:

• for purchases under €50: €6 shipping costs
• for purchases over €50: free shipping

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For shipments to an address in the Netherlands:

• for purchases under €50: €8 shipping costs
• for purchases over €50: free shipping

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Your order will be delivered to the address you specify in your order under ‘delivery address’. This can be your home address or another address.

You can choose to pick up your order from one of our stores. Once you have selected your desired colour and size, you can choose for ‘Pick up here’. This option is available for those branches where stock is available of the product you have selected. Then, go to your shopping basket to complete your order. Remember to take along the confirmation email to the store when you go to pick up your order.

The delivery period for a Belgian delivery address is stated next to each product:

• product available from webshop stock (Zwijndrecht): 1 to 3 business days
• product not available from webshop stock (Zwijndrecht): 3 to 6 business days.

It is stated next to each product when it can be collected from the selected branch:

• if the product is in stock in the selected branch: after 1 to 2 hours
• if the product is not in stock in the selected branch: after 1 to 3 business days

Your order will be reserved for 14 days in the specified branch. Please remember to collect it within this period. If you are unable to collect your order on time, please contact us via shop@runnerslab.be.

The fastest way to get your order is to pick it up from one of our stores where the item is in stock. You can collect your item from your selected store only 1 to 2 hours after placing your order.

If you order several products with different delivery dates via our web shop simultaneously, they will always be sent in batches. The delivery date for your order will be based on the product with the longest delivery date. However, if the delivery dates are too far apart, we may divide the shipment.

For home deliveries, we work together with PostNL. Deliveries can only take place during working hours, i.e. between 8:00 and 17:00. You choose where you would like to have your order delivered. If no one is at home, you can collect your order from the specified collection point, or have it redelivered at a later date of your choosing.

It is currently not possible to track orders online. Please contact us via shop@runnerslab.be if you have any questions.

If the product wasn’t delivered within the agreed period, and you didn’t receive a notification from us, please don’t hesitate to contact us via shop@runnerslab.be.

If your order was shipped damaged, notify us as soon as possible and no later than within 3 days of delivery via shop@runnerslab.be or visit one of our stores. Clearly state:

• the product in question
• exactly what the problem is
• which account you used to purchase the product

We will then contact you as soon as possible.

Please make sure to treat the product and its packaging with care.

If the wrong product was delivered, notify us as soon as possible and no later than within 3 days of delivery via shop@runnerslab.be or visit one of our stores. Clearly state:

• the product in question
• exactly what the problem is
• which account you used to purchase the product

We will then contact you as soon as possible.

Please make sure to treat the product and its packaging with care.

If you want to exchange or return an item, download the returns form and send it fully completed to shop@runnerslab.be. We will send you a confirmation email with information on the further process.

There are two ways to exchange or return an item:

• Stop by one of our stores.
• Return the item by post or by courier. After you receive the confirmation email, you should package the product in its original packaging and return it to:

Runners’ lab

Westpoort 68

ZWIJNDRECHT

Belgium

For exchanging or returning products, two options are offered.

1. Option 1: RETURN IN STORE, FREE OF CHARGE
   Exchanging or returning is free of charge in any runners' lab store near you. Our runners' lab advisors will be happy to assist you. Thank you for submitting your return online, prior to visiting one of our stores.
   
   
2. Option 2: REQUEST SHIPPING LABEL
   If you wish to return a product by mail or courier, shipping costs will be charged. Submit your return online and request a shipping label. Returning a product this way is at your own responsibility.
   Shipping costs will be reimbursed only if we have delivered an incorrect or damaged item, or if agreed upon otherwise.

You have 30 days after receipt of your order to notify us and send the product back. For more info, see: ‘What should I do to return or exchange an item?’

We will send you a confirmation email as soon we have received your return package.

If you notice that your product is defective, you should always first contact us via shop@runnerslab.be or visit one of our stores. Clearly state:

• the product in question
• exactly what the problem is
• which account you used to purchase the product

We will then contact you as soon as possible.

Please note: if the product was already defective upon receipt, you should contact us within three days of receipt.

Even products that are out of warranty can be repaired in our own specialised workshop. We have 30 years of experience in repairing running and walking shoes. We will assess what the cheapest option is.

We maintain good relations with our suppliers so that sports watches can also still be repaired when out of warranty.

If you need to have a product repaired or you have any questions, please contact us via shop@runnerslab.be, or visit one of our stores.

If your item was shipped damaged, notify us as soon as possible and no later than within 3 days of delivery via shop@runnerslab.be or visit one of our stores. Clearly state:

• the product in question
• exactly what the problem is
• which account you used to purchase the product

We will then contact you as soon as possible.

Please make sure to treat the product and its packaging with care.

If the wrong item was delivered, notify us as soon as possible and no later than within 3 days of delivery via shop@runnerslab.be or visit one of our stores. Clearly state:

• the item in question
• exactly what the problem is
• which account you used to purchase the product

We will then contact you as soon as possible.

Please make sure to treat the item and its packaging with care.

We of course hope that all our customers will be 100% satisfied. However, if you do have a complaint, please contact us via shop@runnerslab.be, or visit one of our stores. We will contact you as soon as possible.

You are always welcome in one of our stores for an analysis. Our consultants will be happy to help you further fine-tune your shoes.

• If you bought your shoes online without a discount code, our Runners’ lab analysis is completely free of charge.