Runkd Avaliações 

Resposta da Runkd

18 de jul. de 2026

Dear customer,

thank you for taking the time to share your feedback. We're sorry to hear that your experience hasn't met your expectations.

When a product has what appears to be a manufacturing fault, we are required to follow the supplier's warranty process. As the retailer, we can't issue a refund or replacement immediately without first submitting the warranty claim to the manufacturer for assessment. Unfortunately, this process is outside of our direct control and can take some time, as suppliers handle warranty requests from multiple retailers.

We understand that waiting can be frustrating, and we apologize for the delay in receiving an update. Please be assured that your warranty claim is still active, and we're following up with the supplier to obtain a resolution as quickly as possible. As soon as we receive an update, we'll contact you immediately.

Kind Regards
Runkd Team

Resposta da Runkd

18 de jul. de 2026

Dear customer,

We're sorry to hear that you were dissatisfied with your experience.

The information regarding UK orders is clearly displayed in the shopping cart before checkout. It states:

"The prices shown include UK VAT. The shipment is sent from the EU and, in accordance with UK rules after Brexit, VAT will be collected at checkout only for orders under £135 (total value of products, excluding shipping and other costs). Orders over £135 may be subject to customs control at your destination with VAT and possible handling charges."

This notice cannot be overlooked, as customers are required to acknowledge it before proceeding to checkout.

The charges requested by UPS were not imposed by us, but are a consequence of UK import regulations for qualifying orders after Brexit. We always aim to be transparent about these requirements before a purchase is completed.

We also regret that your delivery took longer than expected and understand your frustration. However, we do not accept inaccurate or abusive statements about our customer service team. We are always happy to assist customers respectfully and expect the same courtesy in return.

Kind Regards
Runkd Team

Resposta da Runkd

18 de jul. de 2026

Dear customer,

Thank you for taking the time to share your feedback.

We're sorry to hear that the return process did not meet your expectations. We understand that international return shipping costs can be frustrating, especially when the reason for the return is simply a size issue.

Return shipping costs are the responsibility of the customer, as stated in our return policy. Unfortunately, we are not able to provide prepaid return labels or cover return shipping costs at this time.

We appreciate your comments regarding the clarity of our policy and the speed of our customer support. We take this feedback seriously and will continue working to make our communication and service as clear and efficient as possible.

We hope to have the opportunity to serve you again in the future.

Kind Regards
Runkd Team

Resposta da Runkd

6 de jun. de 2026

Dear customer,

thank you for your feedback.

Your order was placed for an on-request item, which requires a sourcing period before dispatch. As indicated on our website at the time of purchase, the expected processing time in this case was up to 12 working days before shipment from our supplier to our warehouse.

According to our records, an email update regarding this processing timeframe was sent to you during the waiting period. We’re sorry if this did not reach your attention.

Once a PayPal dispute is opened, the payment is automatically placed on hold and we are no longer able to proceed with order fulfillment. For this reason, the order was subsequently cancelled.

Kind Regards
Runkd Team

Resposta da Runkd

30 de mar. de 2026

Dear customer,

Unfortunately, we are unable to identify your order based on the information provided, as the username does not allow us to trace any transaction in our system. We take all customer concerns very seriously and would genuinely like to understand what may have gone wrong.
We would also like to clarify that we are a legitimate company, and statements suggesting otherwise are very serious. We kindly ask that, if possible, you provide more details about your experience so that both we and other customers can better understand the situation.
If you have encountered any issue with an order, we strongly encourage you to contact our customer support team directly. We are always available to assist and resolve any problems as quickly as possible.

Kind Regards
Runkd Team

Resposta da Runkd

30 de mar. de 2026

Dear customer,

Thank you for sharing your feedback.

We’re really sorry to hear about your experience with your shoes.
We understand how frustrating it can be when a product doesn’t meet expectations, especially when you’ve had better experiences with other pairs. As part of our standard process, all reported issues are carefully reviewed through a warranty assessment. In cases where a claim is declined, it is typically because the product shows signs of wear consistent with regular or intensive use.

Running shoes, including Hoka models, are designed for performance but can naturally experience material fatigue over time. Factors such as frequency of use, running surface, and overall conditions can significantly impact their durability.

While we completely understand your disappointment, once a warranty claim has been evaluated and declined, we’re unfortunately unable to offer a refund or replacement.

Kind Regards
Runkd Team

Resposta da Runkd

3 de set. de 2025

Dear Alison,
thank you for contacting us and sending us feedback.
Our company is based in Italy, as you can see from our profile: https://www.runkd.co.uk/legal-information
We understand that not all customers check our location before placing the order. For this reason, we have a message in the cart that advises the shipment is coming from the EU and that for clients living in extra EU countries there might be additional charges before delivery.
Custom charges are at the client's expense.
In the event of a return, if customs apply charges for delivering us the goods, these must be covered by the client too. This information can be found in our Terms and Conditions:
https://www.runkd.co.uk/help/returns-and-refunds-outside-european-union
Sadly we cannot predict how much import fees are charged on a package, as these are calculated and applied by the customs.
Kind Regards
Runkd Team

Resposta da Runkd

5 de ago. de 2025

Dear Ania,
thank you for contacting us and sending us feedback.
We understand how frustrating it can be to have a warranty claim declined, and we sincerely regret any inconvenience this situation may have caused. The warranty was unfortunately declined because the supplier stated, after checking your photos, that the product presents a wear. Warranty covers manufacturing defects only: wear or accidental damages are out of warranty coverage.
The products we sell are genuine goods from the official brand. As we have explained you in private, the outer sole of a shoe can deteriorate sooner based on the wearer's type of walk or its use.
Kind Regards
Runkd Team

Resposta da Runkd

10 de jul. de 2025

Dear customer,
thank you for contacting us and sending us feedback.
Delivery timeframe depends on the courier service you used to send us the return parcel. Please note that we do not have influence over delivery procedures and it is up to the client to check the progress of the parcel sent.
Your return has been rejected once we received it at our facility because the product sent doesn't match the one in your order record. You replied us stating that it is the product we sent you, however you didn't inform us about a wrong product received when the courier came to deliver your order. Please note that any issue with the purchase must be reported to our customer service within 48 hours from delivery.
When your return request has been accepted, we have sent you an email summarizing our Policy for returning products. In the same email we warned you that in case of problems encountered with the product, it was necessary to contact us prior to send us the package. In case no report is made, the responsibility falls on the client.
In case of rejected parcels, the client must settle shipping fees to receive the product back.
Kind Regards
Runkd Team

Resposta da Runkd

30 de jun. de 2025

Dear customer,
thank you for contacting us and sending us feedback.
Our company is based in Italy and all orders are shipped from here. As we advise in the cart, for orders destined to extra EU countries there will be additional fees to be paid before delivery. These additional fees are import charges that are calculated by the custom offices of your country.
Unfortunately we cannot provide an estimate of these fees because custom operations are out of our control.
In order to receive the parcel, the customer must pay custom charges in full.
https://www.runkd.co.uk/help/delivery-infos
Kind Regards
Runkd Team