Help and frequently asked questions

Select the product, size and colour you require, add it to your basket and continue to checkout. You will be able to review the products, delivery details, delivery service and total cost before placing your order.

You can place an order using guest checkout. You do not need to create an account.

Once your order has been submitted, we will send an order confirmation to the email address you provided.

No. Guest checkout is available, so you can place an order without creating an account.

Creating an account is optional. It can make it easier to view previous orders and manage your details, but it does not subscribe you to marketing emails.

Contact us as soon as possible if you need to change or cancel an order. We will do our best to help, but we may be unable to make a change once the order has been prepared or collected.

If the order has already been dispatched, wait for it to arrive and then follow the instructions on our Delivery and returns page.

Please check your junk or spam folder and confirm that the email address entered at checkout was correct.

If you still cannot find the confirmation, contact us with your name, delivery postcode and approximate order time so that we can check the order.

Enter the code in the promotional or coupon-code field shown in your basket or during checkout. Apply the code before placing the order and check that the discount appears in the order total.

Discount codes cannot normally be applied after an order has been placed. Some products, brands or promotions may be excluded, and only one promotional code may normally be used per order.

Orders are processed from our Bristol warehouse on working days. Current dispatch cut-off times and any temporary service updates are shown on our Delivery and returns page.

We will email you when your order has been dispatched. If there is a problem affecting dispatch, we will contact you.

We offer a selection of UK delivery services, including standard and tracked options. Free UK delivery is available on qualifying orders over £60.

Current services, charges, cut-off times and estimated delivery periods are listed on our Delivery and returns page and shown at checkout.

Where tracking is available, the tracking information will be included in your dispatch email or supplied by the delivery provider.

Tracking may take a short time to update after the parcel has been collected. Untracked delivery services do not provide detailed tracking.

First check the estimated delivery period for the service selected, together with any tracking information. Delivery estimates are based on working days and may be affected by weekends, bank holidays, weather or local delivery disruption.

Please also check safe places, communal delivery areas and with other members of your household or immediate neighbours.

If the expected delivery period has passed, contact us with your order number and we will investigate.

Yes. Orders are normally dispatched together in one parcel.

If it is necessary to send your order in more than one parcel, we will let you know.

Orders are normally sent together in one parcel. If we have needed to send your order in more than one parcel, we will have notified you.

If an item shown on your order is missing and you have not been told that another parcel is being sent, contact us promptly with your order number and details of the missing item.

We deliver to many international destinations. The available countries, delivery services and charges are shown during checkout.

Unless otherwise stated, international orders are supplied DAP, which means Delivered at Place. The recipient is responsible for any applicable import VAT, customs duty and local handling charges.

Full information is available on our Delivery and returns page.

Eligible products can be returned within 100 days of receipt. They must be unused, clean, undamaged and in perfect condition, with their original packaging and labels.

UK customers should use the free tracked returns method provided or authorised by us. Full instructions and the current returns address are available on our Delivery and returns page.

Yes. Eligible UK returns are free when made using the returns method supplied or authorised by us.

International customers are normally responsible for return postage unless an item is faulty, damaged or incorrectly supplied.

Yes, subject to stock availability. Include your order number and clearly state the product, size and colour you would like in exchange.

Exchange items are dispatched after the return has been received and processed. Full instructions are available on our Delivery and returns page.

We aim to process returns promptly after they arrive. During busy periods, please allow the processing time stated on our Delivery and returns page.

Refunds are made to the original payment method. Your bank or payment provider may take additional time to show the credit after we have processed it.

Contact us with your order number and a clear description of the issue. Photographs may help us assess damage, an incorrect item or a visible fault before arranging the appropriate return.

Where an error or fault is confirmed, we will provide an appropriate remedy and cover reasonable return costs using a method supplied or agreed by us. Your statutory rights are not affected.

The payment methods currently available are displayed during checkout. Availability may vary depending on the delivery country, order value or device being used.

Payment timing may vary according to the payment method. A payment may be authorised when the order is placed and collected when the order is prepared for dispatch.

Your order cannot be accepted or dispatched if the payment provider does not authorise the transaction.

The website uses an encrypted connection, and complete card details are handled through the secure systems of the relevant payment provider.

We do not normally receive or store your complete payment card number or card security code.

Your order confirmation contains the details of your purchase, and an invoice or order document may also be included with your parcel or available through your account.

Contact us with your order number if you require another copy.

Yes. Products shown as available are normally held in our own UK stock and dispatched from our Bristol warehouse. We do not use marketplace sellers or drop shipping.

Stock updates as orders are placed. On rare occasions, simultaneous orders or a stock error may mean that an item is unavailable. If this happens, we will contact you promptly.

Where available, use the email-me-when-back-in-stock option on the product page. Enter your email address and we will send an alert when the product becomes available again.

A stock alert relates only to that product and does not subscribe you to marketing emails.

Product descriptions and size information are provided on the relevant product pages. Manufacturer sizing may vary, so compare the measurements or guidance shown rather than relying only on the size name.

For additional product advice, contact us with details of what you need, your intended use and any products you are considering.

Ultramarathon Running Store is online only. We operate from a working warehouse and do not have a showroom or retail space for customer visits.

Collection is not available unless a specific arrangement has been agreed with us in advance.

Select a gift voucher from the Gift vouchers section and follow the instructions shown on the product page.

Check the recipient details and email address carefully before completing the purchase.

Enter the gift voucher code in the appropriate field during checkout. The available voucher value will be applied to the order in accordance with the voucher conditions.

Gift vouchers are valid for the period shown before purchase and in the voucher information. They cannot be exchanged for cash.

Use the forgotten-password link on the sign-in page and enter the email address connected with your account.

Check your junk or spam folder if the password email does not arrive. Contact us if you continue to have difficulty accessing your account.

Sign in to your account to update the details that can be changed online.

Changing an account address will not necessarily change an order that has already been placed. Contact us immediately if an active order contains incorrect delivery information.

Contact us using the details below. We may need to confirm your identity before making changes to an account or disclosing personal information.

Some transaction information may still need to be retained for legal, accounting, fraud-prevention or dispute-resolution purposes. Further details are available in our Privacy policy.

We normally send a review request approximately 25 days after a purchase. It asks for an honest review of the product and your experience with Ultramarathon Running Store.

The request relates to your completed order. It does not subscribe you to marketing emails and does not contain promotional offers or marketing for other products unless you have separately chosen to receive marketing.

You can subscribe using the newsletter form or an unticked marketing-consent option provided by us. We only send marketing emails where you have actively chosen to receive them.

Use the unsubscribe link included in every marketing email. You may also change your marketing preference through your account, where available, or contact us.

Unsubscribing from marketing does not stop necessary order, account, safety or review-related messages.

No. A back-in-stock alert is used to tell you when the specific product you requested becomes available again. It does not by itself subscribe you to general marketing emails.