Frequently Asked Questions
Placing an order
- How do I place an order?
When you have decided what you would like to purchase be sure to select the right size, colour and quantity. You can now place the item in your (shopping) cart. You will then see an overview of your order. You can now choose to continue shopping or to complete your order.
- Are items in my shopping cart reserved for me?
Unfortunately not. 21RUN is unable to reserve items. Only when the payment is completed you can assume that the items are yours (except in case of system failures).
- Is my order completed successfully?
21RUN always sends an order confirmation and a payment confirmation. Only when the payment is received, the order is successfully completed. In case you haven’t received an email please let us know at [email protected] Make sure that you include the surname used for placing the order and also list the items that were ordered in your message.
- What happens when an item is sold out at 21RUN and at the manufacturer?
In the unlikely event of an item being both sold out at our warehouse and at the manufacturer, 21RUN will either suggest a proper alternative, will let you choose an alternative in the same price range or will refund the non-deliverable item.
Paying for your order
- Which payment methods can you use?
21RUN provides the following methods of payment:
Choose for Klarna if you prefer to pay after you have received your order. Please note, that the invoice regarding your payment will be sent by email from Klarna. The invoice should be paid within 14 days.
- Credit card
At 21RUN you can pay with Maestro and Visa credit cards. In order to protect your (payment) details, the details are send in an encrypted message to an SSL-server. In this way your details are always protected from external parties. Please be aware that some credit card companies will charge a non-sterling fee, because we are located in the Netherlands. The costs of this fee are for your account.
Of course, you can also pay with the most used debit card of Denmark. Safe, simple and reliable.
When you have a PayPal-account you can easily use this account for payments at 21RUN.
Delivery of your order
- What is the delivery time of my order?
When your order is placed before 18:00 and your complete order is in stock at our warehouse, we will hand over the parcel to GLS on the same day. Shipments to the United Kingdom and Denmark should arrive within 48 hours. For shipments to Sweden this will take up to 72 hours. Delivery times for other countries may vary.
- What happens when one of my items has to be ordered at the manufacturer?
In case (a part of) your order is out of stock at our warehouse and has to be order at the supplier, we will inform you of this. We usually receive backorder within 5 business days. We will send your order as a whole.
- Does 21RUN ship to my country?
21RUN strives to ship to as many countries as possible, at the moment we ship to:
Austria, Belgium, Denmark, France, Germany, Italy, Ireland, Luxembourg, Netherlands, Portugal, Spain and Sweden.
- What are the delivery costs for my order?
In the United Kingdom all shipments for orders above 50 GBP are free of charge. For all other orders the delivery costs are ± 4,50 GBP (5,00 EUR).
In Denmark all shipments for orders above 375 DKK are free of charge. For all other orders the delivery costs are ± 37,50 DKK (5,00 EUR).
In Sweden all shipments for orders above 500 SEK are free of charge. For all other orders the delivery costs are ± 50,50 SEK (6,00 EUR).
Please contact our customer service for details on shipping costs to other countries.
- What happens when I am not at home at the time of delivery?
GLS delivers from Monday until Friday When you are not at home at the time of delivery, GLS will try to deliver it at one of your neighbours or at a GLS pick-up point. You can always check the track & trace link for additional information about your delivery.
- Can I choose another delivery address?
Yes, this is possible. When placing the order you will have the possibility to indicate which address should be used for delivery.
Returning my order
- When can I return my order?
21RUN gives you 365 days to decide if you would like to return a product. Make sure we receive the product within 365 days after the date of purchase to be eligible for refund.
- How can I return my order?
You can choose your preference of shipping and send the package to: 21RUN, Attn: customer service, Albaststraat 1, 1812 SB Alkmaar, The Netherlands. Please make sure you keep the tracking number until 21RUN has received your parcel.
- What are the costs of returning my order?
This depends on the logistics company you decide to use for returning an order.
- How will I receive my refund?
You will receive purchase price through the original payment method you chose when placing and paying for the order.
- When will I receive my refund?
We strive to process your returned items as soon as possible. This should not take longer than 5 business days after receiving your parcel.
Service, warranty, complaints
- I have received an incomplete and/or damaged item. What should I do?
First of all, we would like to apologize for this. We try our utmost best to always send the correct order without any damages. Please be so kind to inform us at [email protected] so we can arrange a proper and fast solution.
- Warranty at 21RUN
21RUN guarantees that it will always send products that are decent and in good condition. For delivered items the guarantee given by the supplier applies. No guarantee will be applicable in case the product wears out as to be expected or in the cases of:
- a change being made to the product (including repairs that were done without the consent of 21RUN)
- a missing, or illegible, invoice
- a product being used in other ways than it was made for
- deliberate damage
- negligence or negligent maintenance.
- Guarantee voucher
In case you would like to make use of your warranty or our customer service, you must be able to show that the product was bought at 21RUN by submitting an invoice. To claim your warranty, please contact our customer service by sending an email to [email protected] We will contact you as soon as possible upon receiving your email. Please note that a damage must be reported within 2 months after detection.
- Technical settings
Please note that our website operates best with Internet Explorer 8.0, Firefox 10.0 and Safari 5.0 or any more updated version of these browsers.
- Difference in colour
Please take into account that the colour of the products shown on our website may slightly differ from the actual colour due to your screen settings.
- The convenience of online shopping
21RUN exclusively sells high-end brands of the best possible quality. Our products are sold directly from our own stock as well as from back order. Please keep in mind that the delivery of back orders might take a bit longer.