FAQ

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit My Account and follow the instructions on-screen.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info @runwaycatalog.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info @runwaycatalog.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

We’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

We ship from Montreal, Canada via FedEx Express post. Once your order has been shipped, you will receive an email update with shipping details along with the associated tracking number. You may follow the link in the email to check the estimated arrival of your order. 

Please note that tracking information will only be updated online one (1) business day after your order has been shipped.

Estimated delivery time to the USA is 1-2 business days;

Canada from 1-3 days,

Rest of the world from 2-8 business days. 

Runway Catalog ship to the following countries with Fedex Express:

North America: USA, Canada, Mexico

Europe: Austria, Belgium, Denmark, Finland, France, Germany, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Spain, Sweden, Switzerland, United Kingdom. 

Asia: Hong Kong, Indonesia, Kuwait, Malasia, Saudi Arabia, Singapore, UAE.

Africa: South Africa

Oceania: Australia, New Zealand

If you do not see your country in the list above please contact us for a shipping quote. 

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

We accept the following credit cards: MasterCard, Visa, American Express, Discover, Apple Pay, Google Pay, and SHOP. We only take payment once your order has been shipped. Customers in the USA can use Klarna (split payments).

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Returning eligible items for a refund comes with a 3.5% PROCESSING FEE. Choose STORE CREDIT to avoid this fee. Shipping labels costs also apply.

If you change your mind for any reason, you are welcome to return the item back to us within 14 days of ordering it. We offer refunds, exchanges and store credits subject to the following conditions:

RETURNING CONDITION

Items must be returned in the original condition, unworn, unaltered, unwashed and with their tags attached. The plastic security tag must NOT be removed. If merchandise is returned despite these conditions your return will be sent back to you at an additional charge;

REFUNDS

3.5% processing fees and shipping charges will be deducted from the total refund amount. The shipping deduction will cover both the initial shipping charges incurred when the item was sent to you and the return shipping charges (flat fee of $46) to send it back to our facility. Items purchased with Klarna an/or marked as Final Sale are not eligible for returns;

KLARNA

Orders placed with Klarna are only eligible for a store credit or exchange;

FINAL SALE

Item/s marked as "final sale', jewelry, intimates, and swimwear are not eligible for returns.  If merchandise is returned despite this policy, items will be sent back to you at an additional charge;

GIFT CARDS

Gift Cards may not be returned;

SHIPPING CHARGES

Original shipping charges and duties and taxes are non-refundable and charges for returned items are the responsibility of the customer.

ONLINE RETURN PORTAL

Ensure your return meets the conditions of our Returns Policy and complies with the below points before lodging your return.

Log in a RETURN, click here

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info @runwaycatalog.com with the details. We’ll respond within 48 hours. 

We will email you a Fedex Ground return label (flat fee of $46 will be deducted from the refund to cover the return cost). Once we receive your return 3-5 business days, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.