FAQ

Answers on sizing, payment, shipping, returns and everything else!

Sizing

How does your sizing run?

Most items run true to size, however, some items are marked smaller to fit in the description, in that case, please choose a size up.  View our size chart here

What does one size mean?

Most loose-fitting clothes we sell in one size only. One-size clothing would fit someone who normally wears an extra small, small and medium. View our size chart here

 

Payment

Why can't I make a payment?

We accept many forms of payment including Paypal, Apple Pay, Amazon Pay and card providers including Visa, Mastercard, American Express and Discover cards at this time. 

If you'd like us to provide you with the details of a failed transaction, please contact us.

Shipping

Where is my order?

You should receive a shipping confirmation email within five working days ( Monday to Friday ) of placing your order. If you haven't seen one within 2 working days, please check your spam folder. Not there? Please send us a message, citing your order number, and we'll give you an update.

What should I do if my order is stuck?

 

Sometimes when an order is being shipped by USPS, it can seem to get stuck somewhere—the tracking will just stop updating. While a delay of 3 days is normal, you may want to contact the postal carrier if a delay lasts longer than that. It may be that they are having trouble with your address, or need you to schedule a redelivery.

 

What should I do if I haven't received all of my order?

 

Customers can receive only part of an order for several reasons. The most common is weight. If you've ordered a bunch of things but only half came, it may be that the order was too heavy to be packed into one parcel. In this case, you can contact us and we'll send you tracking information for the additional parcels. 

If only one piece is missing, it may have gone out of stock. If you get in touch, we should be able to send you a refund immediately. 

Another possible explanation is that we forgot to send you something! Oops! This is most likely to happen if you ordered two of something. Let us know, and we'll get that missing piece sent as soon as possible.

Returns

Will I be able to return what I buy for a full refund?

Yes, if:

  • it is clothing or shoes
  • it has been fewer than 14 days since it was delivered
  • you did not use a discount on the purchase.

If it was discounted, you will still be able to send it back for Runway Seven credit. 

No, if:

  • it's bralettes, jewelry, or clearance
  • you purchased the items with a discount
  • it's an exchange piece
  • the invoice had final sale on it when you bought it.

You can see all the terms of return here.

 

What is the return period?

We can offer a return or exchange if you request one within 14 days from the day you get your pieces. We go by the day the parcel was marked delivered by the postal carrier. This request must be made by email, through our contact form here.

Once you have made a request, you have a further 5 days to get your pieces back to the warehouse. If your pieces arrive to us more than 14 days after your first return request is made, we may not be able to provide you with a refund or Runway Seven credit. 

How do I make a return?

 Start a return here.

We will then provide instructions and for you to ship your items back.

Please read our return policy before submitting a return.

May I return something without contacting you?

No. Please contact us prior to sending your return, as the return address will be different depending on where you are located. Returns that are sent before contacting us may be rejected. If a return is rejected, we will charge you a shipping fee to have the pieces sent back to you.

 Do I have to pay for the shipping of my returns?

 Yes, you are responsible for all return shipping costs. We recommend that you send your return parcel with a tracking because Runway Seven will not be responsible for lost returns. 

When will I receive my refund?

A full refund will be provided to the original payment method after we have received, inspected and confirmed that the returned items were in their original condition. The sooner we receive your item, the sooner we can process your return. It takes 1-2 working days (Monday to Friday) for us to process your return once we have received it.

If your return parcel has been marked delivered and you'd like your refund or credit to be expedited, feel free to send us a quick message. We'd be happy to help!

 

Everything Else

How can I change my order?

It happens to the best of us—a mistyped address, an incorrect quantity. If a change needs to be made to an address, contact us and we'll be able to change it as long as it hasn't been sent already. 

If you need to change the quantity, color, size of anything in your order, or you want to add or remove things from your order, please place a new order with all the pieces you want and then contact us to entirely cancel your original order. We can only cancel your order if you ask us to within 4 hours of the order being made.

How do I cancel my order?

We accept most cancellation requests made within 4 hours of order placement for pieces not discounted (list price discounts or discount codes). Just send us a message and cite the order number. Unfortunately, we cannot offer cancellations if requests are made beyond this time frame. 

Do you offer a discount for first-time customers?

 Yes! If you sign up to our mailing list you will be sent a one-time 15%-off discount code. You can click on the Get 15% off button at the bottom of the window to open the pop-up.

Where are you located?

Our warehouse is located in Dallas, Texas, but we have 4 locations that you can shop at!  Find a store near you here

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