My order says 'Awaiting Fulfilment'. What does this mean?
Awaiting fulfilment means your order has gone through and payment has been received. Your order is ready to be processed and shipped.
What does 'Awaiting Shipment' mean?
Awaiting shipment means your order is getting processed and is awaiting to be shipped and sent out to you.
When will I know if my return has been Authorised?
Log into your Runaway Account and click your returns. Once it has been approved, the status will change to Authorised. You will also receive 2x emails in regards to your return(s).
How do I use my Gift Card?
At checkout, copy and paste the code from your email containing the gift card. Your order will then be deducted off the Gift Card's amount.
Do Gift Cards have an expiry date?
Our Gift Cards expire after 3 years from the issue date. Once your gift card has been emailed to you, it is active and ready to be used.
My tracking number is saying it's Invalid? Does that mean it is lost?
It can normally take up to 24 hours to show the tracking details on Auspost's website. If your tracking number is still invalid after 24 hours, please contact sales@runawaythelabel.com
What does 'Authorised' mean?
'Authorised' means you have been given approval and permission.
Is a signature required on delivery?
Yes. All orders have a signature on delivery. If by chance you will not be at the address at the time of delivery, a card should be left for you and it will be sent to the closest Post Office for collection.
I'm an International customer. Do I have to pay extra charges to receive a parcel from you?
Each country has their own custom and duty charges when you need to collect your parcel. Runaway The Label do not have access to the details of the different charges for each country. Unfortunately Runaway The Label cannot cover these charges.
I received my Store Credit but it's not the full amount of what the garment was online? Why is this?
Your store credit is the amount you have paid for the garment. If you have used a discount code, you will only receive the amount you have paid minus the discount code.
I don't have a Runaway Account and I checked out as a guest. Can I still get a return?
Yes you can! If you have checked out as a guest you won't be able to select a return for your garments through our system. If this is the case you will have to create an account and send us an email at sales@runawaythelabel.com.
Can I use multiple discount codes at the checkout?
Unfortunately only one promotional / discount code can be used per order at checkout.
How does Afterpay work?
Afterpay is available for Australian and New Zealand customer orders and is similar to lay-by, however, instead of waiting for your purchase, it's sent immediately! Afterpay's instalment plan means you can pay off their purchase in 4 equal instalments due every fortnight.
I have been approved for a return and I used Afterpay / Klarna at checkout. Will I receive a refund on my Afterpay / Klarna for this return?
If you have used Afterpay/Klarna at checkout and are after a return, you will receive a gift card for the amount you have paid, which will be a code sent to you via email.
Still have questions?
Can't find the answer you are looking for? Submit an enquiry below or email us at sales@runawaythelabel.com
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