FAQs

Find Us

We are located at 16/F, Simsons Commercial Building, 137 Johnston Road in Wanchai (MTR A3 exit turn left walk 20 meters). Click here for a map.

Opening Hours 

  • Monday - Saturday 11:00am -  8:00pm 
  • Sunday and Public holiday - 11:00am - 7:00pm  
  • 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 and free shipping within Hong Kong for orders over HK$750. We also offer store pick up, which is free. 

Hong Kong Island and Kowloon business address - generally next day delivery but there is chance of 2-3 days. All Residential addresses are sent via Hong Kong Post and will usually arrive second or third next day.  While address in Sai Kung/ Discovery Bay/ Lantau Island or Lamma Island, shall takes 3-5 days deliver at door which is depends on Hong Kong Post handling.  

International shipping - We charge flat rate of HK$75 for orders up to HK$1000-, and free over HK$1000- for most of the countries. We send via registered airmail for additional security, and delivery times generally 7-21 days (dependent on where you are). If you need your package in a hurry, you have the option of EMS SpeedPost which starts from HK$200 (depending on your location) and should arrive at most locations within 2-4 days. Please contact us at hello@gone.run if you would like more details.

If your order is shipping to any of the countries listed below, the cost of shipping is calculated by the weight of the order and you'll receive a shipping quote 1-2 days later after your order confirmed:

Albania, Argentina, Bahrain, Belize, Bermuda, Bosnia And Herzegovina, Brazil, Cambodia, Cayman Islands, Chile, Colombia, Ecuador, India, Israel, Kuwait, Lao, Lebanon, Mexico, Mongolia, Oman, Paraguay, Qatar, Saudi Arabia, South Africa, Turkey, United Arab Emirates, Zimbabwe.

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 (Hong Kong business addresses) or Hong Kong Post (Hong Kong residential and overseas addresses).

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.