Customer Help

Our team is always here to assist.

Common purchase queries answered

Orders and Shipping

How long does it take for me to receive my order?

If you place your order by the end of the month, it will be ready by the 15th of the following month.

How do I create an account?

You can create an account during the checkout process.

How do I change my shipping address?

Please contact us on 01452 301473 or by e-mail at sales@freedomembroidery.co.uk with the details of your order.

How do I track the status of my order?

You will be e-mailed at each stage of the order, or you can log in at https://newentrunners.com/shop/my-account/ to check the order status.

Will you keep my credit card information on file?

No, we do not store any credit card information.

Do you charge sales tax?

UK VAT is included in all prices where applicable.

Do you ship to my country?

We currently only ship to the United Kingdom.

Will my items come in one package?

Yes, where possible items will be dispatched when your entire order is ready.  If there is a delay on any item, we will be in touch to discuss.

If you need to swap an item

Returns and Exchanges

What is your returns policy?

As items have been personalised with the Newent Runners logo, they are non-refundable unless they are faulty.  Please check the sizing before ordering.

I received the wrong item

Please contact us on 01452 301473 or by e-mail at sales@freedomembroidery.co.uk with the details of your order.

My order arrived damaged

Please contact us on 01452 301473 or by e-mail at sales@freedomembroidery.co.uk with the details of your order.

Where should I mail my authorized return?

Please contact us on 01452 301473 or by e-mail at sales@freedomembroidery.co.uk with the details of your order.

How do I receive customer support?

Please contact us on 01452 301473 or by e-mail at sales@freedomembroidery.co.uk with the details of your order.

What do I do if I entered an incorrect shipping address?

Please contact us on 01452 301473 or by e-mail at sales@freedomembroidery.co.uk with the details of your order.

Can I change or cancel an order after I’ve submitted it?

Please contact us on 01452 301473 as soon as possible with the details of your order.  If the order is already in production, it will not be possible to change or cancel it.