Life can be hard but shopping with us shouldn't be, so here is a break down of FAQ's for anything to do with your experience shopping with us on Runaway The Label. We've tried to help break it down and make it super easy for you!
My order says 'Awaiting Fulfilment'. What does this mean?
Awaiting fulfilment means your order has gone through and payment has been received. Your order is ready to be processed and shipped.
What does 'Awaiting Shipment' mean?
Awaiting shipment means your order is getting processed and is awaiting to be shipped and sent out to you.
How long does it take to receive my order?
All orders placed after 9am AEST are usually processed the next business day. During busier periods such as sale and public holidays, this can delay the processing of your order due to the influx. We do try our hardest to process orders asap but please note this isn’t always the case. If you are concerned your order might get delayed, please leave a customer note in the “comments section” at checkout that your order is needed for an urgent delivery. Please select Express Shipping to guarantee the fastest delivery time.
When will I know if my return has been Authorised?
The quickest way to check is to log into your Runaway Account and click your returns. Once it has been approved, the status will change to Authorised. You will also receive 2x emails in regards to your return(s) the email that says Authorised means your return has been approved to be sent back.
How do I use my Gift Card?
Once we receive your return and it has been processed, you will receive a Gift Card via email. At checkout, copy and paste the code from your email containing the gift card. Your order will then be deducted off the Gift Card's amount.
Do Gift Cards have an expiry date?
Our Gift Cards do not have an expiry date. Once your gift card has been emailed to you, it is active and ready to be used.
My tracking number is saying it's Invalid? Does that mean it is lost?
You may receive your tracking number before your parcel has been scanned by Auspost. Don't stress! It can normally take up to 24 hours to show the tracking details on Auspost's website. If your tracking number is still invalid after 24 hours, please contact us at email@example.com
What does 'Authorised' mean?
'Authorised' means you have been given approval and permission.
Is a signature required on delivery?
Yes. All orders have a signature on delivery. If by chance you will not be at the address at the time of delivery, a card should be left for you and it will be sent to the closest Post Office for collection. Please check your tracking information before delivery to ensure the quickest possible collection time.
I'm an International customer. Do I have to pay extra charges to receive a parcel from you?
For customers outside of Australia, your order may be subject to international duties and taxes when the parcel arrives at the destination country. These taxes and duties are required to be paid by the customer upon delivery. Please note that the shipping carrier may not release the parcel without prior payment for these fees. We recommend contacting your local customs office for more information about possible duties and taxes. For more information on shipping, please see here.
I received my Store Credit but it's not the full amount of what the garment was online? Why is this?
Your store credit is the amount you have paid for the garment. If you have used a discount code, you will only receive the amount you have paid minus the discount code.
I don't have a Runaway Account and I checked out as a guest. Can I still get a return?
Yes you can! If you have checked out as a guest you won't be able to select a return for your garments through our system. If this is the case you will have to create an account and send us an email at firstname.lastname@example.org letting us know what your return garment(s) are and why you are after a return. We will let you know if you return is approved and the following details on how to return your garment(s). For more return information, please see here.
Can I use multiple discount codes at the checkout?
Unfortunately only one promotional / discount code can be used per order at checkout.
How does Afterpay work?
Afterpay is available for Australian and New Zealand customer orders and is similar to lay-by, however, instead of waiting for your purchase, it's sent immediately! Afterpay's instalment plan means you can pay off their purchase in 4 equal instalments due every fortnight. To use Afterpay, select the Afterpay option at checkout. After checkout, your order will be shipped to you as per our standard despatch timing. At any time, you can log into your Afterpay account to see your payment schedule and prepay a payment before the due date. If no pre-payments are made, Afterpay will automatically deduct the payments from your debit or credit card every fortnight on the payment date. Click here for full terms and conditions
I have been approved for a return and I used Afterpay / Klarna at checkout. Will I receive a refund on my Afterpay / Klarna for this return?
If you have used Afterpay/Klarna at checkout and are after a return, you will receive a gift card for the amount you have paid, which will be a code sent to you via email. You will still have to continue the payments with your Afterpay/Klarna until it has been completed.