Frequently Asked Questions

For our contact details and information about Start Fitness please go to our Contact us page. For details on the ordering process please refer to Placing Your Order in the T&C' s

 

We have prepared a list of questions and answers, which we hope covers most of the queries you may have.

 

Q. How do I know if you have my size / colour?
A. The sizes / colour that we have available are in the drop down box on each product page of the website. Click on the size / colour to see if there is stock of that size/colour.

 

Q. How do I order?
A. You can order through the website and pay by secure trading using your credit card. You can also order by mail order by calling 0844 848 8803. Mail order times are 9am – 6pm  Monday to Saturday, 11am – 6pm Sunday.

 

Q. How do I know what shoe size to order?
A. We are a UK site so all our sizes are shown as UK sizes. If you do not know which size to order, you can use our size tables link on each product page to convert from US or Eur  to UK size for the brand of shoe you wish to purchase.

 

Q. How do I know which Clothes size to order?
A. All clothing is shown as standard UK sizes

  

Q. What is the product availability?
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. Can I have a different delivery address to my billing address?
A. No problem. 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.


 
Q. Once my order has been completed, can I add further products or amend or change the order?
A. Our system is automated so once you have completed the order, you can not 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. I live in a VAT exempt country. How do I order the promotion products 2 for £X.?
A. For VAT exempt countries the price you pay is the lesser of the VAT exempt price and the promotional price.

 

Q. I have a valid EU VAT number. How do I place a VAT free order?
A. All EU VAT Numbers need to be validated by us prior to placing your first order.

You must first create a Start Fitness Account.
E-mail us at customerservices@startfitness.co.uk with your

- Name of Business
- Address of Business
- VAT registration number
- Start Fitness Customer number

Once we have validated your VAT number we will send you a confirmation E Mail. All subsequent orders will be VAT free. Please note VAT Exemption can not be retrospectively applied to orders already placed.

 

Q. Why does the total price include VAT at the checkout when I live in the Channel Isles?
A. You must select Channel Islands as the billing address and destination address on the previous screen for the system to calculate the zero rate on your order. Return to this screen and correct the information.

 

Q. Do you deliver overseas?
A. Yes, we deliver worldwide. If your country is not listed in the “select country” box, please contact us on 0844 848 8803 and we will process your order. Please note however, there may be certain manufacturer restrictions for delivery to your country. Please check each individual product for more details (if restrictions apply).


Q. What is the cost of delivery?
A. Delivery costs are calculated in the shopping cart and are based on delivery method selected and weight.
In most cases for the UK standard delivery for clothing is £2.95, for shoes is £4.95.  Express 2 day delivery to the UK is £6.95. Overseas delivery is calculated in the shopping cart


Q. What delivery options are there?
A. For UK delivery we offer a standard Royal Mail delivery service of 5 – 7 working days or an Express delivery of 2 working day service (for an order placed before 3pm). Express delivery is a 'signed for' delivery service.
For Overseas, delivery is by Royal Mail signed for delivery and is 7-14 working days.


Q. When will I receive my order?
A. This depends on the method of delivery you select. See above.

 

Q. How can I check progress of my order?
A. You will be sent automated e mails when your order is accepted, and when it is dispatched. You can also see this information in your order details in “ my account”.

 

Q. What happens if I am not in when the goods arrive?
A. Standard delivery; if you are not in to recieve a parcel too big for your letterbox, Royal Mail will leave with a neighbour under their "Leave with Neighbour" policy and leave you a card with details of where the parcel has been left. If there are no neighbours available to accept your parcel you will be left a card with details of your local sorting office where you can collect the goods.
Express delivery;  this is a 'signed for 'delivery service. If no one is in, a Courier card or Royal Mail card will be left with contact details of the courier depot or re-arrange delivery info. If someone else is at the address, they can sign for the goods for you, as the contract is to deliver to the address, not the person. Couriers or Royal Mail may leave parcels at their discretion with neighbours and leave you a card.

 

Q. 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.

 
Q. 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 on 0844 848 8803. If you have selected standard UK delivery, please check that it is not with your local Royal Mail sorting office first, in case the postman has forgotten to leave you the card.

 
Q. 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 (standard UK Royal Mail 14 working days, International 28 working days, Express UK 3 working days), we can process a replacement order or refund immediately.


Q.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. What is your returns policy?
A. We offer a no quibble 28 day return policy. If any of our items are unsuitable you may return them for an exchange or refund, as long as they are returned complete with tags and original packaging in fully re-saleable condition. If you wish to exchange an item (for example for a different size) the quickest way is to order what you require and send the original item back for a refund. Return Postage & Packing is payable by the customer.

 

Q. How do I return an item?
A. Please follow the instructions on the returns form on the back of the delivery note/invoice, fill in the relevant details and enclose with the returned product. Returns must be made within 28 days of receipt. Return Postage & Packing is payable by the customer.

 

Q. How do I know you have recieved my return?
A. You can track the status of your return through your account. You will also receive an email every time your order has been updated with returns/ refunds / exchanges.

 

Q. I need to return a product. I got a free product with it. Can I keep the free item?
A. Unfortunately not. The Item was free with the purchased item, so you will have to return the free product as well, unused and in a fully saleable condition with tags and complete with packaging.

 
Q. What 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. If you wish you can use Standard post, which is more economical but offers no insurance. We can not accept responsibility  for lost or damaged post.

 

Q. 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. I wish to exchange a product / different size
A. Please follow the instructions on the returns form on the back of the delivery note/invoice, fill in the relevant details and enclose with the returned product. Returns must be made within 28 days of receipt. Postage charges for sending the exchange item will be charged at the normal rate.

 

Q. I have been charged full price for my exchange
A. If your exchange is for a different value than that originally ordered, we refund for the return and then charge for the new item sent.

 

Q. How do I know whether I need a Neutral or Support Shoe?
A. See guide below


If you can not find the answer to your query in the above list, please let us know on 0844 848 8803 and we will be happy to help.

 

 

Understanding Pronation

Pronation is a term commonly used in the running world. In this section is an explanation of the terminology used which we hope you will find informative, whether you are a novice runner just starting out or a seasoned runner.

Pronation describes the inward rolling motion of your foot after it lands on the ground. There is an optimal degree (15º) of pronation, but many people either underpronate or overpronate. No type of pronation is particularly good or bad in itself, it just means you have different requirements when looking for a shoe. Once you are aware of your pronation pattern you can determine much better what you need in a running shoe.

 
GLOSSARY

Initial Contact (IC)

This is the moment when your foot first makes contact with the ground. It occurs in the stance phase of the gait cycle.

Pronation occurs during the Initial Contact phase of the gait cycle. In other words, when your foot lands on the ground. The movement of your foot landing and pushing off again happens roughly like this: first the heel makes contact with the ground, then the foot rolls a little inwards (pronation!), until the ball of the foot provides full support to the foot and then follows through with a push off from the big toe.

 
Neutral Pronation

Neutral pronation is when the foot rolls about 15º inward. There is a relatively even distribution of load on the foot, followed by a forward motion. In this case the feet and legs have an efficient forward motion, little energy is lost with laterial movement which can be seen over and underpronators.

You are likely to be a neutral runner if your running shoes show even wear across the heel and under the ball of the foot. Neutral runners also tend to have normal arches. A Wet Test  is a simple way to find out what kind of arches you have. (see wet test section below

Neutral runners can run in a wide variety of shoes, but specialized neutral running shoes offering cushioning and support are most suitable. However other factors such as weight also influence shoe choice. If you are a normal pronator, but on the heavy side, you may need a structured cushioning shoe.

 
Overpronation
Overpronation is when the foot rolls too far inward (more than 15º). In this case much weight is transferred to the inner or medial side of the foot and as the runner moves forward, the load is borne more by the inner edge of the foot rather than the ball. Lacking a stable base, the big toe must make more effort to push off effectively.

People with low or flat arches are more likely to overpronate. The shoes of an overpronator will show extra wear on the inside of the heel and the inner edge of the forefoot.

Overpronators should consider choosing maximum support or structured cushioning shoes. Structured cushioning shoes provide a degree of stability and cushioning, whereas maximum support shoes are the most stable shoes you can get. Both these shoe categories will help your feet distribute the impact of running more effectively.

 
Underpronation
Underpronation is when the foot doesn’t roll inward enough (less than 15º). The outer or lateral side of the heel hits the ground, the weight is then transferred to the outer edge of the foot and push off comes from the toes on the outer side of the foot rather than from the inner.

People with high arches tend to underpronate. This is likely the case when your running shoes mostly show wear on the outer heel and outer edges of the sole. Underpronation means certain parts of the foot are under extra pressure and if this goes unsupported, there is a risk of injury.

Underpronators should choose a neutral running shoe with plenty of cushioning. The extra cushioning will lessen the impact of landing the legs have to endure when running.

 

Get to know your arches

While knowing your pronation pattern is the key to choosing your running shoes, you can’t evaluate it without specialized equipment or appropriate training. However, it is useful to determine what kind of arches you have as this has a direct relationship on how you run and can be a good starting point on figuring out what shoes you require.
Arch Types

There are three types of arch height. People with a flat foot, or very low arches, tend to overpronate. Conversely people with high arches are more likely to underpronate. If you have normal arches you will usually have a normal pronation pattern. The Wet Test is a simple way to figure out what type of arch you have.

Overpronation: This is when the foot rolls too far inward as it moves through the gait cycle.

Underpronation: This is when the foot does not roll inward enough as it moves through the gait cycle.
 
The Wet Test

  1. Fill a basin of water and place a piece of paper beside it. A dark coloured paper works best.
  2. Stand into the basin and then step out onto the dry paper.
  3. Then step off the paper, and have a look at the prints left behind.


Understand the Prints

- If a print showing almost your whole foot is left behind, with hardly any curving inwards where your arch is, then you have very low arches or flat feet.

- If there is a very big curve between the ball of your foot and your heel, then you have high-arched feet.

- If your foot is somewhere between the two descriptions above, then you have a normal arch: there is a slight curve inward but not too much.


The information provided in the above pages is used as standard throughout the industry and is made available as general information only. For professional advice /diagnosis of your requirements you should contact your nearest registered Podiatrist or Sports Therapist.

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