Don’t want to be a party pooper but: shipping never comes for free. Somebody has to pay for it, and it's usually the customer. Either the costs of shipment are ‘baked into’ the product price or they are separated and invoiced explicitly.
At Runes, we want to be transparent about the true product price, costs for packaging and shipment and at what point you as a customer are assuming those shipping costs. For an order up to Euro 120, you'll pay the shipping costs (including track & trace) of EUR 5,00 if sent to a destination in the Netherlands, and as of EUR 9,00 if the destination is in another country within the EU or rest of the world.
For orders above an amount of EUR 120, we'll assume the costs of shipment.
A note for our international customers: When ordering products for delivery outside of the European Union (EU) you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. We have no control over those charges and for customs clearance and they must be borne by you. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you're considered the importer on record and must comply with all laws and regulations of the country in which you're receiving the products. Your privacy is important to us and we'ld like our international customers to be aware that deliveries outside the EU are subject to opening and inspection by customs authorities.
Our aim is to always process and dispatch all orders within 1-2 business days. During busy times, like sales or local public holidays, order processing might take additional time.
We know that things are not always straight forward and simple and sometimes your order may not be what you expected, or maybe you’ve simply changed your mind. That’s ok, and we're not happy if you're not happy. If you're not satisfied with your purchase from Runes Movement, send it back within 14 days upon receiving your order. Note, however, that for hygienic reasons, we cannot accept returns of our underwear.
You may unpack or try on the product in the same way you would be allowed in a shop. But returns are not possible if the product has been used, worn or washed.
The product has to be in its original packaging with all original hangtags attached.
For the returns (except for our underwear, see above) you can chose between a refund or credit:
Refund: the full purchase price (minus shipping and customs, if applicable) will be transferred back to you
Credit: you will receive a voucher plus free shipment for the replacement product
The moment we receive your parcel, we'll arrange for your refund or credit, and send you a notification email. This can take up to 2 weeks after you have returned the order. Once the return has been processed, we'll contact you with a confirmation and the refund will be with you within 1 – 5 bank days. The refund will be issued to the original payment type used for the purchase. You'll have to bear the costs of returning the product.
This is how you do it:
- complete and print the Returns Form here
- place the product you wish to return together with the Return Form in the envelope in which you received the product
- stick the address label on the return parcel and make sure you cover the old labels
- post the parcel at a post office or courier service of your choice within 14 days
- you will get a printed receipt from the post office or courier service, including the shipment number of the parcel. *Please keep this as proof of postage*
To make a complaint, we'll need a written description and an image of the product showing the problem clearly. Please email this to us at firstname.lastname@example.org. In some instances, we require the product returned to fully assess the complaint. After your complaint has been received and assessed, we will contact you.