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FAQ |
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| Frequently Asked Questions |
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»About Us
»Contact us
»Payment Method and Payment Security
»Postage and Delivery
»Exchange and Refunds
»Stock Availability and Order Queries
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| About Us |
Q1. Tell me more about Sub4?
Sub4 Running Store is Ireland's new exciting online running store. Our aim is to source the best clothing, footwear and anything else we can find that will help you run faster and further, all at the cheapest price possible. Whether it's a sub 4 minute mile or sub 4 hour marathon you want to achieve, www.sub4.ie is here to help make it possible.
Sub4 is managed and operated by runners and is for runners. Our staff and management have been out there on the roads, in the fields and on the track. We run like you, we are obsessed with running like you and we love our running like you. We have ran marathons, roads races and cross country races. We have won national titles, won road races, won cross country races and have represented Ireland at international level. We understand running and we know how to succeed in this great sport.
We want Sub4 Running Store to help you run the extra mile, train harder, run faster and most of all enjoy your running with friends, with club mates and without injuries.
Whether you're a marathon runner, fun runner, club runner, tri-athlete or simply run to keep fit, Sub4 is at your service. We hope you find what you are looking for in our store and if you don't, drop us a line and we will source it for you.
Finally, in the build up to London 2012, everyone involved in the sporting landscape in Ireland has an opportunity to create a sporting legacy that will help encourage sports participation at all levels and for all ages for generations to come. We at Sub4 want to play our part so look out for our special promotions and sponsorship of events and clubs over the coming months.
Happy shopping in Sub4 Running Store and keep on running. |
| Contact us |
Q2. How can I contact Sub4?
No matter what type of query you may have, click on the “contact us” section of our site where you can directly send an email to our head office. A member of the Sub4 team will endeavor to answer your email within 24 hours. |
| Payment Method and Payment Security |
Q3. How do I pay for a product?
To ensure that your payment is made safely Sub4 use Paypal as a secure online payment processor. At the end of the order process, you will be taken directly to the Paypal payment centre. Our customers can use their current Paypal account to purchase items or if you do not have a Paypal account, Paypal will still process the transaction as a one off payment using your credit or debit card.
We recommend using a Paypal account as
- It's safer
When you pay with PayPal your financial details are never shared with sellers or retailers, so you're more protected against fraud. Paypal safeguards, encrypts and protects your information and you can learn more about online security with PayPal at their Safety Advice Centre.
- It's faster
Because you don't have to type in your card details each time you pay, you can check out faster online. You can also get Sub4 items delivered more quickly, as you pay Sub4 instantly. Depending on the payment method used, once off payments can take longer to clear.
- It's easier
PayPal is the preferred web payment method in Ireland and the UK because it's simply a smarter, savvier way to pay online. All you need is your email address and a password to pay in just a few clicks. |
| Postage and Delivery |
Q4. What is the cost of delivery?
A. Delivery costs are calculated in the shopping cart and are based on delivery weight. Overseas delivery is calculated in the shopping cart.
Delivery and packaging costs for Ireland are as follows:
- €6 per pair of shoes
- €3 per item of clothing and small accessories
Q5. Can I have a different delivery address to my billing address?
A. Yes. When filling in your details in the personal details section you can select and enter details of a delivery address which is different to your billing address.
Q6. What delivery options are there?
A. For delivery within ROI, we offer a standard delivery service of 5 – 7 working days. Sales are processed Monday to Saturday. For overseas shipments, delivery is by Registered Post, signed for on delivery may take longer, depending on destination of shipment.
Q7. How can I check the progress of my order?
A. You will be sent automated emails when your order is accepted, and also when it is dispatched. You can also see this information in your order details in “my account”.
Q8. What happens if I am not in when the goods arrive?
A. For standard delivery you will be left a card by An Post with details of your local sorting office where you can collect the goods.
Q9. I work during the day, and the goods are far too big for the letterbox?
A. You can have the goods delivered to a different address to the invoice address where someone is there throughout the day, for example your work address.
Q10. How long should I leave to receive goods before contacting you?
A. Please allow the full delivery period selected for your goods to arrive. If you have not received your delivery by this time, please contact us through our website, www.sub4.ie. Please also check that it is not with your local An Post sorting office first, just in case the postman has forgotten to leave you a delivery card.
Q11. What happens if the courier has misplaced my parcel?
A. In the unlikely event of your parcel being lost by the courier, as the sender we are responsible for making enquiries into the lost item. This means that once the courier classes a parcel as lost (item not found within 15 working days for An Post, International delivery is 28 working days), we can process a replacement order or refund immediately.
Q12. Do you deliver overseas?
A. Yes, we deliver worldwide. If your country is not listed in the “select country” box, please contact us. and we will process your order. |
| Exchange and Refunds |
Q13. What is your returns and exchange policy?
A. We offer a 14 day exchange and return policy. For faulty goods, please return the product to us asap. However, if you are not happy with a product for any other reason, you may return them for an exchange or refund within 14 days, as long as they are returned complete with tags and original packaging in a fully re-saleable condition.
Points to Note regarding Goods for Refund or Exchange.
- Goods must be returned within 14 days.
- Apart from faulty runners, runners that have been worn outside can no longer be returned to the Sub4. Therefore, our advice is to wear the runners indoors for a number of days, testing the feel and comfort of the shoe. If you are subsequently not fully satisfied with your runners, please return them to us and the exchange process will commence.
- All goods must be accompanied by original receipt.
- All goods must be in their original packaging.
- Any free items shipped with your purchase, must also be returned to Sub4. If they are not returned, they will be charged to your credit card.
- All goods must not be used.
- Return postage costs are not covered by Sub4 and it is the customer's responsibility to ensure the goods are returned safely to us.
- For exchanges, new items to be posted will be charged new standard delivery charges.
- For refunds, we will refund your original payment method with the cost of your purchase less the original cost of postage to Sub4.
Q.14 How do I return an item?
A. Please contact returns@sub4.ie and we will send you a returns form by email. You need to fill in the relevant details and enclose with the returned product.
Q.15 What postage service should I use for returning product.?
A. For your peace of mind we suggest you send returns by signed for/ recorded delivery. This means that if your parcel is lost in the post you will be able to claim from the carrier for goods that were lost. At your own discretion, you can use Standard post, which is more economical but offers no insurance. We cannot accept responsibility for lost or damaged post. |
| Stock Availability and Order Queries |
Q.16 How do I know if you have my size / colour?
A. The sizes / colours that are available can be viewed in the drop down box on each product page on the website.
Q .17 How do I order?
A. You can order through the website and pay securely by Paypal using your Paypal account or your credit card.
Q.18 How do I know what shoe size to order?
A. All our sizes are shown as UK sizes. If you do not know which size to order, you can use our Shoe Size page to convert from US or Eur to UK size for the brand of shoe you wish to purchase.
Q.19 How do I know what clothes size to order?
A. All clothing is shown as standard UK sizes.
Q.20 What happens if you no longer have a product available?
A. All products and sizes that are available are shown on our website. Occasionally we may run out of stock. We will contact you as soon as possible to advise you if this happens and we will try and offer you a suitable alternative to consider, or you can cancel your order.
Q.21 Once my order has been completed, can I add further products or amend/change the order?
A. Our system is automated so once the order is completed, you cannot return to re enter your order to amend it. If you wish to order additional products you will need to start a new order.
Q.22 The colours are slightly different to those shown on the internet picture?
A. Every effort is made to ensure the imagery used is as representative as possible; however allowance should be made for the variances between all browsers and monitors.
Q.23 I have received a product /size that I did not order?
A.It shouldn't happen but if it does, please accept our apologies. Please return the shoes using the returns procedure above and we will send out the correct product and refund you all your postage costs.
Q.24 How do I know whether I need a Neutral or Support Shoe ?
A. Please refer to the “Gait Analysis” section of the site.If you cannot find the answer to your query in the above list, please send us a mail in the “Contact Us” section of the website and we will be happy to help. |
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