I normally buy my shoes by going into the shop and doing a proper gait analysis, trying on etc where the staff are lovely. Because shops were shut, I ordered two items online and received a confirmation email. 4 days later I got am email saying my order was being refunded with no explanation why or apology. I emailed customer services to ask why and in the meantime got a refund of LESS than the amount they have taken out of my account. When I got a response (9 days later!) they said that the 'system had flagged the order up as a High risk of been a fraudulent transaction'. If this was the case, the money should not have been taken out of my account in the first place. I requested to know why I was not informed and a refund of the full amount taken and the person I communicated with (Mike) repeatedly sent unhelpful emails and would not listen or make any helpful suggestions. Such a shame, I have been going to Up and Running for years and will not be going back again.