Customer Services

Fulfilment centre hours 

Our fulfilment centre operates Monday – Friday only. For same day despatch, orders must be placed before 12:00pm GMT.

 

Order notifications

Once you have placed your order, you will receive an order confirmation. 

Once the warehouse team have picked, packed, and despatched your parcel, you will receive a delivery notification with tracking details.

Please note, there can sometimes be a delay in your tracking information updating with the shipping carriers.

 

UK Standard Deliveries

 

Who we ship with

Standard orders: Royal Mail 48 hour Tracked

Next-Day orders: DX logistics

Saturday Next-Day delivery: DPD Saturday delivery

 

UK Standard shipping cost 

Orders over £200: Free shipping with Royal Mail 48hr.

Orders under £200: £6 shipping with Royal Mail

 

UK Next-Day Service  

Our standard Next-Day service cut off is midday. Orders placed after midday Friday will be dispatched on Monday. 

We offer a special Saturday Next-Day service for next day orders made on Friday.

Our Next-Day option is 99% guaranteed to be delivered within time and before 6pm.

Please note we do not reimburse Next-Day shipping should your order not arrive within time.

Our Next-Day service is only available in the UK.

 

UK-Next day shipping

£10 with DX logistics

For Next-Day deliveries, orders must be placed before midday. Our Next-Day option is 99% guaranteed to be delivered within time and before 6pm. Please note we do not reimburse Next-Day shipping should your order not arrive within time. Orders made on Thursday after midday and orders made on Friday will be dispatched on Monday and you will receive your parcel on Tuesday.

 

UK Saturday Next-Day delivery

£14 with DPD Saturday delivery

Orders must be placed before midday. Our Saturday Next-Day option is 99% guaranteed to be delivered within time and before 6pm. Please note we do not reimburse Next-Day shipping should your order not arrive within time.

 

Europe, North America & Rest of World (ROW) (all non-UK)

Who we ship with: 

We ship all international orders with DHL on a 2-3 day tracked and signed service.

All prices seen are converted into your local currency. Shipping and any duty/taxes are all calculated at the checkout stage. Terms of our shipping and rates are all shown at the checkout stage.

Please note for European orders, as of 01.03.23, we only ship under Duty-Delivered-Paid (DDP) terms. This means there are no final delivery import fees or unexpected late invoices.

We are currently unable to offer exchanges to 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 back to us is free with the exception of returns from:

Hong Kong

Israel 

Philippines

Singapore

UAE

Taiwan

Greece

Australia

Japan

South Korea

If you have any questions, please email: enquiries@soarrunning.com

 

Global-E

SOAR works in partnership with Global-E. Global E is an international ecommerce & fulfilment provider that allows customers to shop SOAR globally as if they were shopping in their local territory. Global E converts all prices into local currency, as well as including any duties and taxes, removing the hassle of additional late duty and tax bills. When shopping internationally the payment checkout stage is powered by Global E and Global E / SOAR will show on your transaction statement.

Refunds and Exchanges 

Refunds: You will receive your refund between 1-5 business days once goods are received back to our warehouse.

Exchanges: You will receive your exchange between 1-5 business days once the original item has been received back to our warehouse. 

How to return your order

We offer FREE returns for most countries* using a range of carriers such as Royal Mail, DHL, or FedEx, depending on your location.

*Returns from the following destinations cost £20. Hong Kong, Israel, Philippines, Singapore, UAE, Taiwan, Greece, Australia, Japan and South Korea. 

Please follow this link to book your return. We’ve partnered with ZigZag to make the return process as efficient and easy as possible.

You can return your unworn kit for a refund or exchange within 28 days of receiving your parcel.

*Archive Sale items have a reduced 14 day returns window from date of purchase. After this no exchange or refund will be accepted.

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

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 enquiries@soarrunning.com

Our return address:

SOAR Running Returns
Haul + Store
Unit 17
Admiralty Way
Camberley 
Surrey
GU15 3DT
UK

Gifts and gift cards

You can return a gift to us for exchange or a credit note. We can only refund the original purchaser. Gift exchanges will show on the order history of the original purchaser – but they want you to be happy so that’s fine, right? We can’t refund gift cards.

Exchanges

You can exchange an item on a like-for-like basis – swap it for a different size or colour, for example. Once we receive the item back, we will process the exchange. 

Want a different product altogether? Return the item for a refund and place a new order.

Want a different product with a different price? We will process your exchange ourselves and refund or provide store credit for the difference.

Faulty goods

We do everything we can to make sure our products are the best they can be. But we can’t catch everything. So if you think your product has a manufacturing fault, please get in touch – we’ll do everything we can to make you smile again.

That’s manufacturing faults, mind. Items that are damaged as a result 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.

100 Month Guarantee

If you aren’t satisfied after running up to one month 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