Customer Services

Our fulfilment centre operates Monday - Friday only. For same day despatch, orders must be placed before 12:30pm.

Orders placed after midday on Friday will be despatched on the Monday. There is no Saturday despatch service. We don't offer Saturday delivery for orders placed on a Friday as standard - if you urgently need that special piece of kit for a Saturday race though, please get in touch and we would be more than happy to try and help.

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

Who we ship with:

Standard orders: Royal Mail 48 hour Tracked or Evri 48 hour tracked

Next day orders: DX logistics

UK Standard shipping

Orders over £150: FREE shipping with Royal Mail 48hr

Orders under £150: £6 shipping with Royal Mail or Evri – either service can be selected

UK Next day shipping

£10 with DX logistics

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.

Europe, North America & Rest of World (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.

All delivery times are subject to custom checks; however, we use an end-to-end provider so don't usually experience delays. The SOAR team are always on hand should you experience any issues.

Refunds and Exchanges 

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

Refund to Gift Card: You will receive your refund to gift card within 48 hours of submitting your return. 

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 and Australia. 

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 Mile Promise

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

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.

Our approach to design, development and testing makes us confident that your SOAR garment will perform as intended, leaving you to enjoy your run.

But equally, we know no two runners are the same, and it’s not always easy to make a decision on running clothing without putting in a few miles. So, if you’re not satisfied, and you’ve not yet clocked 100 miles, let us know.

You don’t have to run 100 miles before returning, but we do ask that you don’t run any further.

Terms & Conditions

- The 100 Mile Promise is valid for 3 months from date of purchase.

- The 100 Mile Promise does not cover garments that have been damaged through normal wear and tear, or incorrectly cared for, or used for purposes other than intended.

- If the return is outside our 28 day return policy, we request customers to post the item at their own expense. A free returns label will not be provided.