Exchanges & returns
This is how the return process works:
- Return registration: Register your return via our returns page and follow the steps to create a return label.
- Shipping: Pack the item securely and drop it off at a DHL point. The return shipping cost varies per country. If the product is defective or incorrectly delivered, we will cover the cost.
- Refund: Once we have received and inspected your return, you will receive a refund within 10 working days via the payment method you used.
Please note: Items that are damaged due to use or lack the original packaging may not be accepted for return.
- Ireland: €6.50
- Spain: €14.95
- Italy: €11.50
- Portugal: €14.95
- Luxembourg: €6.50
You will pay this fee immediately after registering your return online.
Once your return has arrived at our warehouse, it will take a maximum of 10 working days for it to be processed and for you to receive a refund. We will process the refund via the same payment method you used to place the order.
You received a tracking number when returning the item; you can use this to check when your order arrives with us. You will not receive a notification when your return arrives, but you will be notified once your return has been processed.
On this page, you will find all the information regarding the return of your order.
Please note! An item being returned must be in new condition, clean, undamaged, and packed in its original packaging (including tags). If the item does not meet these conditions, 21RUN has the right to refuse the item and send it back to you.
When you place an order using a gift card and return the order, your gift card will be reactivated after the return has been processed. Therefore, it’s important to keep the gift card after use.
Entire order returned
If you return the entire order, you will need to wait until we have processed the return. You will receive a notification with a credit note once the return has been processed and the amount spent is reloaded onto your gift card. From that moment on, you can use the gift card again for a new order. In this case, no return fees will be charged, and the return is free of charge.
Partial order returned and the refund amount is higher than what we can refund via the chosen payment method
If you return part of your order, we will process the refund via the payment method you selected. If the refund amount exceeds the amount we can refund to your chosen payment method, the remaining balance will be refunded to your gift card and (partially) reactivated. We understand that this explanation may raise questions, so we’ll explain it with the following example:
You placed an order worth €120, paid €50 of it with a gift card, and the remaining €70 with Mastercard. You return several items worth €95. In this case, we will refund €70 to your Mastercard and reload €25 as credit onto your gift card. You will receive a notification when your return has been processed, and from that point, you can place a new order and reuse the gift card. No return fees will be charged.
Partial order returned and the refund amount can be fully refunded via the chosen payment method
If you return part of your order, we will refund the amount via the payment method you selected. In this case, you can place a new order before sending the first order back. Just indicate during the online return registration that you are making an exchange. In this case, no return fees will be charged during the return processing.
Example: You placed an order worth €120, paid €50 of it with a gift card, and the remaining €70 with Mastercard. You return several items worth €25. In this case, we will refund €25 to your Mastercard during the return processing.
We process each product separately. This means that one product may be processed earlier than another (even if they were returned in the same box). It’s possible that you have already been refunded for one product, but not for the other. In that case, we kindly ask for your patience.