Frequently Asked Questions

HOW CAN I FIND OUT ABOUT NEW AND UPCOMING PRODUCTS?

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WHAT SORT OF QUALIFICATIONS DO THE SHOP STAFF HAVE IN TERMS OF ADVICE?

All our staff are running enthusiasts. They are extremely knowledgeable about running shoes and gaits. Our staff undergo technical training by company representatives on a regular basis which means that as products change and develop, so do our staff.

Additionally, two of our staff were personal trainers for ten years so hold many qualifications in day-to-day training, well being and fitness, health and nutrition, stretching and injuries.

For further information about out staff, we have various staff profiles that provide an overview of each member:

• shop staff
• sports injury

WHAT ARE THE SHOP HOURS?

achilles heel Glasgow Running Shop Opening Hours

day	open	close
Monday	9.30am	5.30pm
Tuesday	9.30am	5.30pm
Wednesday	9.30am	5.30pm
Thursday	9.30am	6.30pm
Friday	9.30am	5.30pm
Saturday	9.30am	5.30pm
Sunday	12.00pm	5.00pm

ARE THERE CAR PARKING FACILITIES NEAR THE SHOP?

You can park outside the shop for 30 mins on weekdays until 4.00pm, Saturday and Sunday you can park all day.

HOW OFTEN DOES THE PRODUCT RANGE GET UPDATED

There are two seasons in the calendar year. Each last six months and the first starts in January.

WHAT DOES OVERPRONATOR / SUPINATOR MEAN?

Pronation is the inward (medial) roll of the foot and in particular the heel and arch which occurs naturally at the heel strike as a cushioning mechanism.

• overpronator - overpronation is when the feet roll inward too much
• supinator - supination, also known as underpronation, is the opposite to pronation where the feet don't naturally roll inwards but roll on the outside instead

HOW DO I FIND OUT IF I PRONATE?

We would recommend popping instore for a gait analysis. The first step to being correctly fitted for running shoes is to have your gait analysed. achilles heel offers this service instore, free of charge. We will assess your gait and foot strike as you test different shoes on a treadmill. Video feedback will let you see what we see and show you how different shoes will work for you.

DOES THE ACHILLES HEEL SITE USE COOKIES?

Yes. A session cookie is created for each visitor to our site. This session cookie lasts until the user closes down their browser window. The session cookie is used to 'remember' the contents of the users shopping basket.

Additionally, we set a cookie to remember which style sheet the user has chosen. For example, if a user has accessed the site on their mobile telephone, a cookie will be set which tells the browser how to display information on the page that is suitable for viewing on a mobile telephone; and the same applies for a user on a computer: the cookie remembers which style sheet to use the next time the user visits the site.

WHAT IF I HAVE A COMPLAINT ABOUT ACHILLES HEEL?

We've put an enormous effort into establishing achilles heel as a thoroughly professional and reliable running shoe shop, so we aim to make sure you are completely satisfied with our service. If you have any complaint, criticism or concern about any service provided by achilles heel, contact us by post at:

achilles heel, 593 Great Western Road, Glasgow, G12 8HX.

or by telephone: 0141 342 5722 or by email. We will acknowledge your concern within two working days and offer a resolution within one week.

WHEN I ORDER FROM ACHILLES HEEL WHAT GUARANTEES DO I HAVE?

In terms of the quality of the products we sell, all products are guaranteed by the manufacturers. We will happily refund or replace any items that are faulty.

Our service is guaranteed to the extent that (if we have the items in stock) we ship all items, within 24 hours of receipt of order, by recorded delivery. If the item is out of stock, we provide you with several options, including a refund.

HOW MUCH DOES IT COST TO POST OUT MY DELIVERY?

Postage charges are calculated according to the delivery service requested and also the country the order will be delivered to. We operate a fixed flat fee for each country, which means that you can purchase as many items as you like and the postage remains the same. View the complete list of worldwide delivery charges.

WHAT HAPPENS IF AN ITEM IN MY ORDER IS DELAYED?

We will wait for 5 days, then send the items we do have in stock. The remaining items will go onto back order. Items on back order will be despatched as soon as they arrive with no delivery charge.

WHAT DO I DO IF AN ITEM DOESN'T FIT OR I DON'T LIKE THE COLOUR?

You will receive a full refund for the value of the item (not the postage) as long as the item is returned in the same new condition as was despatched and you have the receipt. If you no longer have the receipt you will only receive an exchange or credit.

WHO PAYS THE POSTAGE ON RETURNED ITEMS?

achilles heel offers a FREE no quibble Royal Mail Tracked Returns service within the UK: all items can be returned for an exchange or a full refund within 28 days from date of purchase.

Customers outwith the UK will be liable to pay postage for returned items. We also request that you use a tracked delivery service as a means of guaranteeing reception of your returned order.

Print out our Returns Form (PDF 0.8MB) if you intend to return any items.

WHAT DO I DO IF AN ITEM IS FAULTY WHEN IT'S DELIVERED?

Just follow the instructions in our returns procedure.

WHAT DO I DO IF THERE'S ANY OTHER PROBLEM WITH MY ORDER?

Email us or telephone us during opening hours and we'll happily help +44141 342 5722.

WHAT DO I DO IF AN ITEM FAILS ONCE IT'S BEEN USED?

All goods supplied by achilles heel are from official sources within the UK and are covered by the normal manufacturers warranty. If you feel that an item has failed prematurely, send us an email. Certain products may need to be returned to our suppliers for inspection before a refund can be issued.

WHEN WILL MY ORDER BE DESPATCHED?

If the items are in stock we despatch orders within twenty four hours of receipt of order (excluding weekends). If your order includes a 'Pre-Order' item, i.e. a new shoe that isn't available yet but can be pre-ordered, it will be despatched on the release date. Orders placed after 3pm on Friday and over the weekend will be dispatched on Monday.

HOW DO ORDERS GET DELIVERED?

We use Royal Mail and DPD.

HOW LONG DOES IT TAKE TO DELIVER MY ORDER?

If you live within the UK your goods will usually arrive within 1 working day or 2-3 working days, depending on which delivery service you chose. Delivery times for European countries is about 5 to 10 working days while worldwide can take up to 10 to 14 working days. Please note that these times are not guaranteed and exclude weekends.

View our worldwide delivery charges page which details approximate delivery times per country.

CAN I COLLECT MY ORDER IN PERSON?

You sure can. Just select our Click & Collect option when placing your order. For more information on this please see the delivery information page.

WHAT DO I DO TO CANCEL AN ORDER?

If we have still to despatch an order you can telephone or email us and we can cancel the order immediately.

WHAT CURRENCIES DO YOU ACCEPT?

All orders are calculated in GBP (Pounds Sterling).

If you are ordering from outside the UK you may be liable for a currency conversion charge from your bank or credit card company. Please check with your bank or credit card provider beforehand if you are unsure.

WHAT CREDIT CARDS DO YOU ACCEPT?

We accept the following debit and credit cards:

• Visa
• MasterCard
• Delta
• Switch
• Solo
• Visa Electron

WHEN WILL MY CREDIT / DEBIT CARD BE CHARGED?

The credit card is charged even if we are out of stock but we will contact you and let you know straight away.

WHERE WILL ACHILLES HEEL DELIVER GOODS?

achilles heel delivers goods worldwide.

WILL MY EMAIL ADDRESS BE PASSED ON TO THIRD PARTIES?

No. Information about our customers is an important part of our business, and we are not in the business of selling it to or sharing it with others.

IS MY CREDIT / DEBIT CARD DETAILS SECURE?

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.