Returns & Exchanges
Please follow this link to enter your return.
We’ve partnered with ZigZag to make the return process as efficient and easy as possible.
We are unable to accept any returns made outside of this system unless authorised prior to sending by a member of the SOAR team.
1. Mark on your delivery note any return instructions – this helps our warehouse team.
2. Submit your return via this link – this gets you your delivery label and tells us what you are returning.
3. Pack your items securely and ensure no old delivery addresses are marked on the packaging – this prevents any delays or lost parcels.
4. Take your parcel to your drop off centre, post office or have it collected if this service is available in your location.
5. Our warehouse team receive your return – whether a refund or an exchange, we aim to process your return within two working days.
6. Your new piece of kit will be sent out or your money refunded.
Any problems, please contact firstname.lastname@example.org.
Returns within the UK are currently free.
We use Royal Mail for our return service.
Returns outside the UK are currently free for all countries with the exception of:
The return cost from these countries is £20.
We use either FedEx or DHL for international returns depending on your location.
You can return your unworn kit for a refund or exchange within 28 days of receiving your parcel.
SOAR Running Returns
Haul + Store
You will receive your refund 1-5 business days after the receipt of your returned goods at our warehouse. This is to allow time for our warehouse to check the goods back in and for us to process the refund.
You will receive an email notification when the refund has been processed. Please do check your junk email.
Depending on your payment method, there can be a delay between the email notification and the refund monies showing in your account. This is due to the bank processing times. Please rest assure if you receive a refund notification from us, your refund is on its way back to you.
Should you wish to return an item for a refund but expect to shop with us again, we are able to offer a digital gift card up to the value of the original purchase +10%. E.g. if returning an item that cost £100, instead of receiving a refund to the original payment method of £100, we will send you a digital gift card with a value of £110 to be used on a future order. We aspire to have as many runners in SOAR kit as possible so if the first item wasn’t right, we would love you to try an alternative.
We will issue this digital gift card within 48 hours of the return item being in transit. The digital gift will be emailed to the email address used with your original purchase and we recommend checking your junk email.
If you purchased your order using a gift card or purchased part of your order using a gift card, you will receive a refund back to the gift card between 1-5 business days.
When purchasing using part gift card and part other payment method (e.g. credit card), the refund will go back to the other payment method first and gift card second.
If you were gifted a gift card and you redeemed that gift card with us, any refund to that gift card and/or information relating to that gift card will be sent to the original purchaser.
We offer FREE exchanges within the UK.
We are currently unable to offer exchanges to our international (non-UK) customers. We require customers to return to us and purchase again. We will refund the original purchase (including shipping costs), or provide a gift card to the value of the original purchase.
The return postage to us is free with the exception of returns from:
The return cost from these countries is £20.
Once our warehouse receives your item back and have checked the item, we will send your exchange item back out within 1-3 working days.
You can exchange an item on a like-for-like basis for a different size or colour should we have stock.
If the original item isn’t right and you would like a different product altogether, we can exchange that item to the new item but will require payment for any price difference in the items. Should the item be of lesser value than the original purchase, we will provide you with store credit. This will require email communication with a member of the SOAR team.
Alternatively, you can return the item for a refund and make a new purchase. This is the quickest way to receive your new items.
We are unable to send exchanges out until we have received the original item back to our warehouse.
We do everything we can to make sure our products are the best they can be. If you think your product has a manufacturing fault, please get in touch – we’ll do everything we can to rectify the situation as quickly as possible.
Items though that are damaged because of excessive or long-term usage aren’t faulty. So that t-shirt that just passed the 1,000+ mile mark doesn’t count. It belongs in the hall of fame, not on a returns slip.
If you damage your product from use, be it from ripped shorts on brambles to tears in jackets, we offer a repair service where we will try and repair that cherished product of yours. See more details here.
If you aren’t satisfied after running up to 100 miles in a SOAR garment, you can also return it to us for a SOAR credit note to the full value of the item. See more details here.