Covid-19 Store Operating Policy & Guidelines

Accelerate Approach for Minimising Risk Associated with Covid-19 Transmission and Store Operation.

Overview: In line with government policy and guidelines the objective of our procedures surrounding the transmission of Covid-19 is to minimise as reasonably possible the spread of this disease. In doing so the prime concern is the health and safety of all those that work at the Accelerate Run Store and those visiting.
The Accelerate Performance Centre and Clinic is continuing to see those requiring treatment, both in person and via video.  You can find out more here APC

Key to this will be a series of steps taken, summarised as follows:

–        A Clean store and working environment. A full clean of all areas of the store with disinfectant at the end of the working day.

–        Increased customer care by initially operating an ‘Appointment Only’ system here

–        All customers areas cleaned with disinfectant between appointments

–        All visitors to the store must first wash their hands or sanitise them upon arrival

–        Face masks must be worn by all visitors to the store

–        All customers must bring their own clean socks that cover their ankles to try on shoes

–        Social distancing for all customer when at the store

–        Initially no more than 2 customers in the store at any one time, unless arranged in advance for example shoe fitting for children.

–        Introduction of a ‘Front Lawn Shoe Fitting Service’. We come to you.

–        Policy will be reviewed on a regular basis with discussion with all staff.

The store has a large shop floor area, has high ceilings plus it is light and airy. This is a definite advantage at this time as social distancing can be easily accommodated.

The store will provide the following options for customers to access advice and to ensure the correct purchase is made:

1.0   Web Sales, Mail Order and Telephone Ordering

1.1   Postal service via Royal Mail.

1.2   Click and Collect with a designated collection area.

1.3   Same Day delivery within Sheffield whenever we can.

1.4   Telephone Advice and Sales. This can be as comprehensive as needed including finding the correct pair of shoes and sizing.

2.0   Shop sales and service, via appointment.

3.0   Remote Sales Service: we’ll come to you. Sheffield only and a booking fee of £10 may apply, redeemable against your purchase.

1.0   Web Sales, Mail Order and Telephone Ordering
1.1 Postal service will continue as normal and our normal Terms and Conditions will apply. Footwear purchases in most cases are being sent First Class via Royal Mail.
1.2 Click and Collect orders can be specified when you order online. ‘Collection’ will operate during store opening hours and there will be a designated ‘Collection Area’ to ensure social distancing is maintained.
1.3 On occasions we have been able to deliver within the city of Sheffield on the same day. This is not guaranteed and is determined by the number of orders we receive and the location of deliveries. If you require same day delivery to a Sheffield City address, then we suggest you call the store to arrange this.
At the point of delivery, we will notify you in advance and ensure social distancing is maintained when we deliver.

2.0   Shop Sales and Service
The physical store will open on the 15^th June 2020 with an ‘Appointment Only’ service. An online booking form is available here

Please, don’t just turn up at the store as we will ask you to book an appointment. We are only allowing two people in the store at one time, beyond those using ‘Click and Collect’.
See below for the full measures we are taking and asking that you take.

The stores new Opening Hours will be:

2.1 Visiting the store
The following will apply to anyone visiting Accelerate with no exceptions.  Social distancing has been continually noted as a key priority to any store opening and this will be a priority.

– Only two customers in the store at any one time. Please come alone and no pets.
– Youngsters requiring shoes or other kit can come along with a single parent.
– All visitors to the store must wear a face mask whilst they are inside the store.
– All visitors to the store will be required to wash/sanitise their hands upon arrival.
– You will need to bring a clean and fresh pair of socks that cover your ankles to try on any shoes. Alternatively, select and purchase a new pair of socks and use these before trying on shoes
– No browsers please. The service we are offering is for those looking to receive the best help and advice that we can offer in selecting the right product for their needs from the store.
– All shoes that have been tried on will be sprayed with an appropriate disinfectant
– The changing rooms will be closed. Try any clothing on at home and if you have to return an item it will have to be isolated from the rest of the stock for 72 hours. Clothing and equipment must be returned with the original labels still attached
– Customers are asked to refrain from touching any stock on display. Advice is always to hand.
– Running shoes that are purchased from the store can be exchanged and must not have been worn for running. We will only exchange or offer a credit note against returned shoes due to the time we take with each and every customer.
– Due to Social Distancing the staff can not check sizing and fit. They will guide customers to check the shoe fit and we will also provide a web page giving guidance on shoe fit so this can be checked at home. This should be done before you take the shoes for a run. Customers must take full responsibility for shoe fit and sizing. The Guide to Shoe Sizing is available here
– We have allowed time between customers to disinfect all customer service and POS areas, including seating and PDQ machines.
– Face masks are optional. All the staff have them and if you would prefer we use them when you visit then please ask.

2.2 Individual Appointments
These are available for a 1:1 consultation at the store or we may be able to visit you (See Remote Sales Service).  Please contact the store to discuss and to arrange this.
Telephone: 0114 242 2569

3.0   Remote Sales Service
Yes, we can come to you.
A bespoke shoe service on your front lawn.  This will be conducted by prior arrangement for those living in the Sheffield area. Please call the store directly for an explanation of how we go about this. A £10 booking fee may be payable in advance that will then be redeemable against your purchase.
Telephone: 0114 242 2569

4.0   Exchanges, Returning Items and Product Quarantine.
Refunds can only take place after the 72 hours quarantine period on all goods returned as we can-not touch them.  Instore we will have a box available that we can seal for this purpose.
the customer must place the item in the box. We will then take your details and call you after 72 hours to finalise the return.
Due to the time taking with helping anyone with footwear our normal returns policy applies. We will only exchange or offer a credit note for the return of any footwear.

4.1   All clothing items being returned can be exchanged or a refund offered.  Returned items must be unworn and in a re-saleable condition.

4.2   Equipment, such as vest-packs, and footwear that have been tried on in the store and purchased will only be eligible for an exchange or credit note.

4.3   Faulty Goods. If you have any item that you feel is faulty then please call the store. We will ask you to explain the nature of the fault. We can then request specific photographs of the item and fault. From here we will liaise with the manufacturer or make a decision. Faulty goods will still need to be returned as they are often returned to the manufacturer.
Telephone: 0114 242 2569

5.0   Footwear Sizing and Fitting
At this time we are unable to physically check the fit and size of the shoe for you.
The final decision will have to be yours and we will advise and guide you on this. Additionally, we will also provide a web page with shoe fitting and sizing advice.
If when you return home and walk around in the shoe and you have doubts then please get in touch. A size exchange can be arranged very easily.
Once you have used the shoe then we will not be able to exchange them for a different size.
You have to be certain the fit, feel and size of the shoe is good before you start using the shoe. This is your responsibility.
The Guide to Shoe Sizing is available here
All returns must be in a re-saleable condition.

6.0   Running Gait Analysis
At this time the treadmill can not be used. Both parties would need to use PPE due to the closeness of both parties involved.
Therefore, our fully trained staff will take you through a number of steps to check your posture, stability and strength. This will also include seeing you run outside in your current shoe.
We can continue to check your foot shape and arch profile as we normally would. This helps us to determine the type of shoe you will suit.
If you bring your existing shoes with you we can see you run outside and explain your running technique to you.
If the weather is good we can also take your potential new shoe outside and you can go for a run.
You can book an appointment here

We hope that you understand the steps we have taken for everyone’s safety and to reduce the spread of Covid-19. It is definitely Topsy-Turvy times.

Thank you, and see you soon.