Very disappointing experience
If you live outside the EU, be prepared for a very difficult returns process. You will need to handle everything yourself, including finding a shipping company and sorting out tax payments, and that is assuming the customer service team actually responds to you.
I ordered a pair of trainers and initially had a few questions about sizing and discount codes. The responses were quick, usually within a few hours.
When I told them I wanted to return the shoes, they explained that they could not process my return because I am based outside the EU and that I would need to arrange the shipment myself. I started doing exactly that, but DPD required specific details from the company, including a VAT number, EORI number and phone number. That's when the communication stopped entirely.
I emailed them on 12 May asking for this information and heard nothing back. That was over a week ago. I have sent three follow-up emails. Still no response.
I now have one week left before the return window closes, and I am sitting on a pair of shoes I cannot wear, having lost the money entirely.
What adds to this frustrating experience is that nowhere on their website does the company make it clear about the returns process for customers outside the EU. Had I known this upfront, I would have not made this purchase.
Reply from Act Running
Hi,
First of all, we are genuinely sorry about the delay and the frustration this situation caused.
We were missing a piece of information internally before being able to provide you with the correct return details, but we should absolutely have kept you updated instead of leaving your emails unanswered.
We fully understand how frustrating this must have been, especially with the return window approaching. We have now replied to you with all the requested information so we can move this forward properly.
Regarding returns outside the EU, you are right that this process can currently be more complex than within the EU, as customers need to arrange the shipment themselves. Following feedback like yours, we recently implemented a dedicated pop-up message on our website to clearly inform non-EU customers before ordering. If you did not see it during your purchase journey, we would really appreciate if you could let us know, as there may have been a technical issue on our side.
Again, we sincerely apologize for the experience and thank you for taking the time to share this feedback. It is genuinely helpful for us to improve.
Thibault
