FAQs
Find Us
We are located at 3/F, Simsons Commercial Building, 137 Johnston Road in Wanchai (MTR A3 exit turn left walk 20 meters). Click here for a map.
Opening Hours
- Everyday 11:00am - 8:00pm
- Typhoon #8 and special occasion - closed (please check our Facebook page for updates)
Feedback
Did we do a good job? Suggestions for new products? We'd love to hear from you - please take our customer survey to help us improve!
Shipping
We have a flat rate of HK$30 to cover costs, but offer free shipping within Hong Kong for orders over HK$500. We also offer store pick up, which of course is free.
Hong Kong, New Territories and Outlying Islands - we use SF Express to get your order to you ASAP. This will generally mean the next day but could sometimes be second next day. If you need your package next day, please give us a business delivery address, order before 6pm and drop us a line via the order notes or at hello@gone.run.
International shipping ASIA - For international shipments to Asia for packages up to and including 2kg we charge $250hkd, above 2kg to 5kg, $280hkd and above 5kg, $380hkd.
International shipping ROW - For international shipment to the Rest of The World, up to and including 2kg, we charge $350hkd, above 2kg to 5kg, $450hkd and above 5kg, $750hkd.
You can check the status of your delivery by selecting Track Order from the Main Menu, then inputting the order tracking number that was emailed to you. On the next page, please select either SF Express or Hong Kong Post
International Buyers
There is a toggle to view prices in your local currency. Please note that we have certain distributor restrictions on where we can sell - we will let you know if we cannot sell the product in your country. Lithium ion batteries also cannot be shipped overseas.
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchase.
Note that payments via PayPal can qualify for free overseas return shipping up to US$20, but are still subject to our Returns Policy (see below). More details are available at PayPal.
Payment
We use PayPal to process credit cards including Visa, Mastercard and Amex (online only) as PayPal offers a great range of buyer protections including real time fraud prevention, world class security, refunds for incorrect orders and excellent resolution support.
We also accept bank deposits at HSBC 582 295648 838 / Gone Running Limited. Full bank transfer details are:
- Beneficiary Bank Name: HSBC Hong Kong
- Beneficiary Bank Address: 1 Queen’s Road Central, Hong Kong
- Beneficiary Bank Code: 004 (for local payment)
- SWIFT Code: HSBCHKHHHKH (for telegraphic transfers)
If you have any issues, please just drop us a line at hello@gone.run and we'll figure it out.
We prefer bank transfer as it's lower charges for us, and will bribe you with a nutrition freebie for orders paid via bank transfer. Just mention it in the order notes.
Returns
We understand that it can be hard to get the perfect fit when shopping online, or sometimes what was delivered wasn't exactly what you wanted. Maybe you just changed your mind. No problem, just contact us and we will offer you a replacement or a same value product swap - it's your call.
We only ask that items be returned in their original packaging and original condition (as used items can only be returned for manufacturer defect), within 7 days of purchase, and not special discounted or use-by items.
Ultra memberships
Minimum spending of $3,000 on full priced items in a calendar year entitles you to an Ultra membership, which entitles you to 10% off store items until the end of that year. Increase that to over $10,000 and we'll extend your Ultra membership to the end of the NEXT calendar year.
Please note this excludes sale items plus a handful of other limited items including certain watches, books, rollers and running wellness products (subject to change). Please ask us for more details.