Frequently Asked Questions

  • ARE ALL YOUR PRODUCTS AUTHENTIC?

    All our items are genuine and directly featured through partnership with the designers and when an order is placed, you are buying directly from the brands themselves.

  • HOW DO I PURCHASE A PRODUCT ON THE WEBSITE?

    Before you start shopping, we recommend that you read our Terms and Conditions. Once you register on our website, you will be able to place an order.

  • WHAT PAYMENT METHODS DOES THE WEBSITE ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ON THE WEBSITE?

    You can choose to pay by credit card or debit card. runway2street accepts all major credit cards like Visa, MasterCard, American Express, and Discover. Some cards may require an authorization from the issuing bank. All payments are processed through a secure checkout system provided by Authorize.net.

    You can add a credit card my clicking on your profile image on top of page and accessing My Accounts which will allow you to update all your preferences.

  • WHICH CURRENCY CAN I BUY IN?

    We currently offer ability to buy in USD ($), UK Pound Sterling (£), Euro (€), or INR (₹). You can select the currency by selecting the respective country flag in the upper right hand side of the site. We will process the payment in your chosen currency, however, please be aware that if your bank account is in a different currency, the exchange rate used to debit your account will be determined by your bank automatically.

  • HOW DO I KNOW MY NEW ITEM WILL FIT ME?

    When you are viewing an item you can click on the size & fit section to get more details about the product. You also have a link for What size am I for more details on how this size compares to international sizes. For a specific size or measurement question or even custom sizes, please contact our Customer Service team who will be happy to assist you. If the item doesn't fit you, you can always return it, please refer to our Returns policy.

  • HOW DO I KNOW WHICH ITEMS ARE IN STOCK?

    All items shown on the website are in stock. However, please note that adding an item to your shopping bag does not automatically reserve it for you, and that it can be purchased by another customer while you continue to shop for other items.

  • WILL NEW BRANDS BE ADDED TO THE WEBSITE, IF SO, WHEN?

    We add exciting new brands and collections every week so check back on the website under What’s New. We also send newsletters to our customers to announce arrival of new designers or collections so sign up or follow us on social media.

  • ARE YOU GOING TO HAVE MY SIZE AGAIN?

    Please contact our Customer Service Team and we will be happy to assist you with details on whether a specific size will be available again or if we can pre-order it for you.

  • CAN I MAKE A SPECIAL REQUEST ON MY ORDER, FOR EXAMPLE TO HAVE AN ITEM ALTERED TO FIT ME?

    Special requests may be available depending on the product, please contact our Customer Service Team with the request. We are able to offer customizations through many of our designers.

  • CAN YOU PRE-ORDER AN ITEM?

    We do offer a pre-order option for several products. You will see the pre-order option next to the item when we do. Please note that the item will be shipped after it is available in this case and duration varies from designer to designer. The estimated ship date is displayed when you choose pre-order.

  • WILL MY PERSONAL INFORMATION BE KEPT PRIVATE?

    We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your personal data without your authorization. For further details check Our Privacy Policy.

  • HOW WILL I KNOW MY ORDER HAS BEEN PLACED?

    After your purchase has been made you will receive a confirmation e-mail, which doesn't mean that your order has been processed by us. Once your credit card and address details have been approved and verified, an order confirmation email will be sent to you with the order number and details.

  • CAN I CANCEL MY ORDER?

    runway2street.com is happy to accept cancellations through our customer support, for any reason, up to the moment your order has been processed by our designers. After that, you cannot cancel your order, but you may return it if you wish.

  • WHEN WILL I BE CHARGED?

    Payment will be taken immediately, and you will receive an email confirming your order once all details have been approved. If for some reason we are unable to process the order, the amount will be refunded back to same credit or debit card.

  • HOW MUCH WILL I BE CHARGED FOR SHIPPING?

    Shipping costs will be calculated based on the size, weight and destination of your package. All shipments are processed by runway2street.com's partner carriers. The shipping charges are displayed on the order confirmation page. We work hard to subsidize these costs for you.

  • WILL THERE BE ADDITIONAL DUTIES OR TAXES PAYABLE ON MY PURCHASE?

    If you are in a specific country and shopping from a designer outside that country, you will see prices inclusive of taxes and import duties.

  • IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR DELIVERY?

    All our packages are insured from theft and damage while in transit to your shipping address. However, it is not covered after the delivery at your address. We do require a signature for delivery of our shipments.

  • HOW DO I TRACK THE DELIVERY OF MY ORDER?

    You will receive regular updates on your order, and you can also check the status in your My Account section on the website. To access My Accounts, click on your profile picture in top right corner. Then choose your order under My Orders and using the tracking link.

  • MY ORDER IS INCOMPLETE, WHEN WILL MY REMAINING ITEMS BE DELIVERED?

    If you have ordered items from more than one designer in your order, then the items will arrive in separate shipments from each designer, and may not be delivered to you simultaneously. You will see individual tracking details in your My Orders section on the site. To access My Orders click on your profile picture in top right corner and then choose My Account. Or you can contact our our Customer Service Team who will be able to assist you.

  • WHY DON'T YOU HAVE THE ITEM I ORDERED?

    We offer the most unique designer products on the web, which also means that quantities of each item in stock may be limited. We keep our web site stock synchronized with the designer’s stock. However, if the goods are sold at the designer’s store it may happen that the stock information is inaccurate.

  • DO YOU SHIP TO MY COUNTRY?

    We ship to around 100 countries worldwide using cost-effective and very efficient carriers. Please click on the flag on the top right corner of the page to see the countries supported.

  • CAN runway2street.com SHIP TO MORE THAN ONE ADDRESS IN A SINGLE ORDER?

    We can only ship an order to one single address. When you place an order, you will be asked to choose one shipping address for your delivery. You can always choose to use a different address than on file.

  • HOW LONG WILL IT BE BEFORE I RECEIVE MY ORDER?

    Your order will be shipped directly from our brands within 3 business days unless it is pre-order or custom (see product details for timeframes).

    We ship using UPS or DHL and we will provide you with a tracking number. We offer 3-6 business days express shipping on all international orders – please contact us for expedited options.

    The shipping charges will be displayed at checkout.

  • CAN I RETURN MY ORDER?

    We want you to be happy with your purchase. If for any reason, you are not satisfied with the item, you can return the items in original condition with all tags attached. The process is simple and easy to use but we do charge a nominal return shipping fee.

    However we do not accept returns on fine jewelry and sale items.

    To use this service, you will need to request a Returns Merchandise Authorization (RMA) number within 10 days of receiving your order and book your free pick up within the next 5 days.

  • HOW DO I REQUEST A RETURNS MERCHANDISE AUTHORIZATION (RMA) NUMBER?

    Sign in at runway2street.com, click on your profile picture on top right corner, to access My Account, select an order under My Orders, choose relevant items you wish to return with the reason code and click create return. You will then receive an RMA number to book your free collection. Please refer to our Returns and Refunds section for full instructions on returns.

  • HOW DO I BOOK A FREE PICKUP?

    Once you have received your Returns Merchandise Authorization (RMA) number, please ensure you book your pick up within 5 days of receiving it. Pack your items back in original box and fix the return shipping label on it. Please refer to our Returns and Refunds section for full instructions on returns.

  • I RETURNED AN ITEM, WHEN WILL I GET MY REFUND?

    Once your return has been received by the designer and it complies with our Returns Policy, we will refund you for the item returned by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the cost of shipping.

  • MY ORDER WAS CANCELLED, WHEN WILL I GET A REFUND?

    If a cancellation is made prior to order processing, and we have confirmed your order has been cancelled by email, then we will fully refund you through your original payment method depending on whether we already took payment from your account or not.

  • WILL CUSTOM DUTIES, SALES TAX OR VAT BE REFUNDED ON A RETURN?

    Customers will be refunded the cost of your order including any sales tax and import duties that were applicable at the time of your purchase but excluding the shipping costs.

  • CAN I EXCHANGE MY ITEM?

    If you would like to exchange an item, you will need to return the original item for which you will be refunded and then you can place a new order. If an item is unavailable please contact our Customer Service Team who might be able to pre-order or track it down for you.

Shop the world of emerging designers

×
subscribe