FAQ
Skincare For Runners
#runkindbekind
Introduction
We have sought to pull some of the more frequently asked questions into one place. If you can’t find what you are looking for, don’t be afraid to reach out to us.
How quickly do you despatch?
We aim to despatch within 24hours. We will update our Delivery page, should we foresee longer lead times. If we are on holidays, our website will clearly show the dates and the impact this may have on shipping.
Check out our Delivery page for the latest information:
How do you ship?
We ship using Royal Mail 2nd Class as standard (Delivery charges may apply). There are options to upgrade to Royal Mail 1st Class at check-out. See our Delivery page for current postage fees:
How can we contact you?
You can use the contact us form on our contact page, email us at Run@gorunk.com, or contact us via Instagram, Facebook or Twitter via @RunKindBeKind.
Do you offer click and collect?
Yes, you can collect from Trowbridge, Wiltshire, BA14 6GD. We aim to have your items ready for collection within 24 hours. We may be able to do same day collection, but please contact us before requesting this, to check our availability.
If you have selected click and collect, we will email you to agree a collection day/time.
How do I know the status of my order?
You will receive the following notifications from us:
Email stating: Order 123 has been received! This confirms order has been processed. You normally receive a further notification from PayPal/VivaWallet confirming payment has been processed.
As soon as we have shipped the item, you will receive a further email stating: Your order is now complete, we have finished processing your order.
If you have upgraded to Royal Mail Tracking, the final email will detail the tracking reference.
Didn’t receive an email? It’s not uncommon for these to go into your junk/spam mailbox. We have also experienced a surprisingly high number of incidents where people have entered the wrong email address.
Don’t worry, if you need to know about your order you can contact us;
What packaging do you use for shipping?
We try to use the most appropriate box as possible for your parcel. All shipments are made using cardboard boxes or cardboard envelopes. Liquids must be shipped in a waterproof bag, to ensure this is done as sustainably as possible, we use plant based bags. We also ship all clothing in bags that are made from sugarcane and are carbon neutral.
Are your items plastic free?
We use tin and aluminium pots, bottles and containers. Our hand sanitiser and pillow spray come with a plastic atomiser. We do however, sell refill versions without a plastic atomiser, so you can re-use the atomiser provided, therefore removing the need for single use plastic.
Our packaging is either cardboard, or plant based bags, such as our sugarcane bags
What are plant based bags?
Our plant based bags, are an eco-friendly alternative to normal mailing bags. Our Sugar Cane bags are the believed to be one of the greenest on the market. They are carbon neutral, the carbon dioxide used in the production and transport of the bags is offset by the level of carbon dioxide removed from the atmosphere during the growing phase of the sugar cane.
These can be put into the recycling bin, where LDPE is recycled.
Are your products cruelty free?
Yes, we only use products that have not been tested on animals.
Are your products vegan?
We have a range of vegan products, which can be found here:
https://www.runk.co/product-category/skincare/vegan/
The main factor, which stops all our items being vegan friendly, is down to the small amount of beeswax used.
My balm is grainy.
Balms made with shea or cocoa butter can have a grainy texture.
This is because when exposed to different temperatures, the fats melt and re-crystalise at different rates causing the different textures.
When smoothed and warmed again with your finger they will smooth onto lips.
My balm has changed consistency.
Balms made with shea or cocoa butter can have a grainy texture.
This is because when exposed to different temperatures, the fats melt and re-crystalise at different rates causing the different textures.
When smoothed and warmed again with your finger they will smooth onto lips.
My lip balm tin doesn’t look full.
We don’t overfill the tins so that the lids can slide on and off easily. Every item is weighed with calibrated industrial scales, you can be sure you have at least the minimum advertised quantity.
How come you accept PayPal for Non-CBD items, but I can’t use it for CBD products?
To comply with PayPal’s banking policies, we have had to restrict payments to only Non-CBD products. PayPal do not allow payments for CBD purchases. We have a great relationship with VivaWallet who process our credit and debit card payments. VivaWallet accept payments for CBD products.
Can you tell me more about CBD as an edible product?
Please see our dedicated FAQs for Runk + CBD