Online Shop Help

On this page there's information on finding your products, how to order something, our secure payment processing, returning an item, delivery information, our statement of privacy, enquiring about your order and getting in touch with us.

FINDING YOUR PRODUCTS

We have thousands of products for sale online, so we've provided several ways to help you find your products.

If you have a good idea what you're looking for it should be fairly straight-forward selecting the main category links from the horizontal menu at the top. You can choose from one of six categories:

  1. Road - a range of road running shoes to suit all runner-types, including supportive, neutral and racing shoes
  2. Track & Field - shoes suitable from all types of track and field event, including javelin, high jump, long jump, sprinting and other track racing
  3. Off Road - all types of running shoes for off-road use, including hill and trail running
  4. Fitness - shoes suitable for walking, like MBTs, Fitflop's and shoes ideal for the gym
  5. Lifestyle - a range of clothes and shoes ideal for casual wear
  6. Clothing - a large range of clothing suitable for all types of running, including shorts, vests, tights and jackets
  7. Accessories - a wide range of running accessories including books, energy foods, hats and gloves, orthotics and supports, running belts and packs, sunglasses, visibility aids, watches and heart rate monitors

Filter results

Down the left hand side of each category page of products you will see a selection of options to filter the products on display. For example, if you are only looking for size 6 shoes you can specifiy this in the filter menu and we will only show you shoes that we have in stock in that size. The same applies for product prices and shoe types.

Search

The search is especially useful if you are looking for a particular item you already know about. Enter all or part of the product name (e.g. the brand or model) and we'll search our database for matching products.

HOW TO ORDER SOMETHING

There are four simple steps to ordering your products from achilles heel:

  1. Add the product to your basket
  2. View basket and confirm the delivery location (so we can calculate any postage costs)
  3. Enter your contact, delivery and card details
  4. Wait for the "transaction success" message - this confirms everything was processed correctly

Add the product to your basket

Once you've found your desired product you can add it to the shopping basket. Depending on the product type, you may have to provide a size, colour and / or flavour, as well as a quantity.

View basket and confirm the delivery location

After adding a product to your basket you can view the basket by selecting the link in the success message or the link near the top of the page. On the my basket page, make sure your basket contains the items you wish to order.

Before you proceed to the payment page, you can check how much delivery will cost. This is calculated according to your delivery location. Once you are happy with the total cost of your order click on the Proceed button.

Enter your contact, delivery and card details

After proceeding from the basket page, you should reach the details page where you enter your contact, delivery and card details. If the card holder's address is different from the delivery address you will need to provide this too.

We store your contact and delivery details, so we know where to send your order and should we need to contact you. You card details are verified and stored by our secure payment providers Sage Pay. NB. we don't collect or store your payment details.

Wait for the "transaction success" message

This is a very important stage and one that has to be reached to ensure your order is completed successfully. If successful you will receive an email from our secure payment providers Sagepay to let you know if everything went okay with your payment. You will also receive a separate email from achilles heel, summarising your order. Additionally, we generate a password that allows you to log in to the achilles heel website to check the status of your order.

SECURE PAYMENT PROCESSING

We use Sage Pay (formerly Protx) to securely process payments on our website.

When you order online you can rest assured that your payment details are safely encrypted. This means that all information you enter into the payment details form are checked and verified safely by Sagepay without any security concerns.

RETURNING AN ITEM

Don't worry if you made a mistake with your order. As long as you can return the item to us in the same condition as you received it, and we can provide a suitable replacement, we operate a "no quibble" returns policy.

We've got more information on returning products you've purchased from achilles heel.

DELIVERY INFORMATION

achilles heel can deliver orders worldwide. Have a look at our delivery information page for more details on delivery charges, delivery times and delivery procedures.

You can collect your order in person direct from achilles heel

As an alternative to delivery, you can collect your order in person from achilles heel. If you choose this option you will need to bring along the following items:

  • Your Order ID
  • Proof of identification (e.g. driving license, student card)

STATEMENT OF PRIVACY

We are committed to protecting the privacy and security of our valued customers. The information that is collected when an order is placed is used for the sole purpose of processing your order with achilles heel. We respect your privacy and we do not sell personal customer information to third parties.

We will not e-mail you in the future unless you have signed up for our newsletter.

ENQUIRING ABOUT YOUR ORDER

When you successfully complete your order we'll issue you with a password so you can log in to the achilles heel website and view the status of your order. When we send out your order, we'll also send you an email to let you know.

You can also edit your delivery details.

GETTING IN TOUCH WITH US

If you have an enquiry about your order the first thing to do is send us an email with your Order ID and details of your enquiry. We may telephone you or email you back if required.