FAQs

Registration

Why do I need to register online?

Registering online helps speed up the ordering process for you, allows you to keep track of your orders and refunds online and gives you the option to receive emails from us.

Once I have registered will my details be passed on to any other companies?

We will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By registering with russellandbromley.co.uk you are accepting these Terms and Conditions and consenting to such checks being made. In performing these checks personal information may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

If I’ve forgotten my password what should I do?

If you have forgotten your password, please select the “Forgot your password?” option on the Sign in/Register page. You will be prompted to enter the email address you used to register on our site. Click on the “Email me a new password” button and a new password will be sent to you.

What is my user name?

Your user name is the email address you used to register with russellandbromley.co.uk

Why should I save my payment details?

If you save your payment details it will make your checkout process easier. Once your payment details are entered, your details will be stored in your account and you will not have to re-enter them again when you make your next order.

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Payment

What payment methods can I use to pay for my order?

We accept American Express, Maestro, MasterCard, Visa, Visa Electron, and PayPal online at russellandbromley.co.uk

Accepted Credit Cards

Is it safe to use my credit/debit card online?

Yes it is safe to use your credit/debit card online at russellandbromley.co.uk. We use Verisign, 3-D Secure and are PCI DSS Compliant in order to protect you when shopping online.

What is the CSC (or CV2) number?

The Card Security Code (CSC) or Card Verification Value (CV2) is a three digit code located on the signature strip (for Visa and MasterCard) or a four digit code on the front of an AMEX card. This code is used as an extra form of security when paying online and acts to validate your purchase. We do not record or store this number once your order has been completed. The CSC (or CV2 number) on your credit/debit card is a security measure banks require for all transactions where the cardholder is not present. Since the security code is listed on your card and not stored anywhere else, the only way to know the correct number is to physically have possession of the card itself.

Most credit/debit cards display the three digit code on the back of the card, after the card number in the signature strip. On American Express cards the security code is a four digit code and it appears on the front of the card in the top right corner.

If you cannot find your CSC please contact your card provider.

CV2/CSC Number Location

When using a Switch card please enter the long payment number (the longest number displayed in the centre of the card, not the smaller account number at the base of the card.)

An issue number is only required for a Switch card. If your Switch card has no issue number, like some Royal Bank of Scotland cards, then leave this field blank.

Can I use my Russell and Bromley Account Card to pay for online orders?

Unfortunately, we are unable to accept Russell & Bromley Account Cards as a form of payment online.

How do I get a VAT invoice?

Currently we are only trading with UK residents and therefore VAT refunds are not applicable.

How will I know my order has been submitted successfully?

Once your order has been placed and paid for you will be taken to our “order receipt page” which confirms all your details, your order and your order reference. You will also receive a confirmation email once your order has been placed and a dispatch email once your order has left the warehouse.

When will payment be deducted from my bank account?

Payment will be debited from your account once your order has been processed.

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Shopping

How do I make a purchase?

Start by selecting the product category links: e.g. Men's, Women's or Handbags and browse our collection. If you have a specific product in mind or are unsure where to start, you can simply enter a key word or item number in the search box at the top right corner of the page.

Once you have found an item you want to purchase, select your size, the quantity you want and click on the “Add to shopping bag” button.

You can then either continue shopping or review your items by clicking on the "View shopping bag" button. You will be able to use the “remove” option to remove products from your basket if you change your mind.

If you are happy with the items in your shopping bag, click “Pay securely now” to complete your order.

What if the size I have selected isn't in stock?

If the size you have selected is unavailable you will see an “out of stock” message. There is an “Please email me when in stock” button should you wish to be informed when the item is back in stock. Please note that this service will not reserve the item for you.

Does Russell and Bromley have an online sale?

russellandbromley.co.uk does not have an online sale. All items sold on russellandbromley.co.uk are full priced. Prices shown online are the same as those in our shops.

Do you sell gift cards online?

We do not sell Russell & Bromley Gift cards online at this time. Gift cards are available in all Russell & Bromley shops.

How do I know what size to buy?

The shoes on russellandbromley.co.uk are sized according to the country of manufacture. This may be EU, US and UK. Please click here to view our Sizing Guide.

How do I search for a product?

Simply use the “search” option on the website and type in the product code or a description of the item you are looking for. Alternatively, use the filters down the left hand side of the category page to refine your search.

Do you sell care products online?

Unfortunately, we are unable to sell care products online at this time. All care products are available to buy in all Russell & Bromley shops, for any additional information on our care products please email customerservice@russellandbromley.co.uk or call on 08450 342259

How do you measure the dimensions of your products?

Please click here to go to our Sizing Guide.

Can I change my order once it has been submitted?

Unfortunately, we are unable to amend any orders once they have been placed. Please ensure you check that all of your order details are correct before submitting it to us.

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Delivery

Can I add delivery instructions to my order?

When you arrive at the order summary page you will be able to add specific delivery instructions which you think may help the courier locate your address. Please note that all orders require a signature.

How can I track my order?

Once your order has been dispatched you will receive a Dispatch/Shipping confirmation email which will include a link for you to track your order.

Please note if you have chosen to collect your order from one of our shops you will not be able to use this tracking service.

Can I collect my order from my local Russell and Bromley shop?

Yes. You can choose to have your order delivered free of charge to your local Russell & Bromley Shop.

Which countries do Russell and Bromley ship to?

We ship to Great Britain and Northern Ireland at this time

Do I have to pay for delivery?

Each order will cost £5 for delivery unless you use “Collect from Shop” which is free of charge.

How long will it take for me to receive my order?

Deliver to an address

Your order will be sent by standard delivery via a courier service and will take up to 3 working days to arrive. The courier will need a signature upon receipt. If you miss your delivery the courier will leave a card for you to reschedule a convenient delivery time. If you wish to track your order please go to 'My Account' and use the 'Track My Order' function.

Deliver to shop

To have your order delivered to your local branch of Russell & Bromley free of charge, click the 'Deliver to Shop' option on the 'Order Confirmation' page. Then select your preferred shop from the drop down list or enter a postcode for your nearest shop.

Your chosen shop will contact you by phone once your order has arrived which may take up to 3 working days. When collecting the order please bring your order confirmation email along with a photo proof of ID (such as a driving license or passport) or the bank card that the order was purchased with.

What do I do if my order doesn’t arrive in three days?

If your order has not arrived by the estimated delivery date, please try the following before getting in contact with us:

Check the tracking link via your confirmation email to view the up to date tracking status.

Sign into "My Account" to check we have the correct delivery address for your order and your contact details are up to date.

If you still can't find your parcel, please email customerservice@russellandbromley.co.uk and quote your order number.

What if I am out when the courier tries to deliver my order?

Someone needs to be in when your parcel is due to be delivered as we require a signature. Don’t worry if you aren't as our couriers usually try to deliver more than once. Alternatively, they will leave a card with details on how to arrange a redelivery or how to collect it locally.

Does russellandbromley.co.uk deliver to PO boxes or freight forwarding addresses?

We are unable to deliver to PO Box and freight forwarding addresses.

Does russellandbromley.co.uk deliver to BFPO addresses?

We are unable to deliver to BFPO addresses.

Does russellandbromley.co.uk deliver to multiple addresses?

We can only allow one delivery address per order. If you wish for different items to be sent to multiple addresses you will need to place separate orders for each address.

What packaging will my order be shipped in?

Every order will be sent in a high quality delivery box. This is made from recycled materials and once you have finished with it, we would appreciate it if you would recycle it.

Do you offer a gift wrapping service?

We do not offer a gift wrapping service.

Is my package insured?

We are responsible for each package until it is delivered to you. A signature is required upon receipt of the goods, at which point responsibility for your purchased goods transfers to you.

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Returns

Can I return items purchased online using PayPal to your shops?

Items paid for using PayPal cannot be returned for a refund or exchanged in Russell & Bromley shops.

How do I return an item?

Click here for returns information.

Can I return items to my local Russell and Bromley shop?

You are welcome to return items to our shops for a refund or to be exchanged (except sale goods or purchases made using PayPal). Click here to use our online shop locator.

You will need to have the dispatch note that came with the order and the card you used to pay for it.

Note: Once an item has been exchanged in a shop the exchanged item cannot be returned to our Online Fulfilment Centre. Should you need to return the item thereafter, you must return it to a shop.

Return using Royal Mail or Collect+

Please re-use the postage box the items arrived in ensuring there is adequate packing to protect the contents. We cannot accept responsibility for goods lost or damaged in transit.

Complete the returns form. You will find this at the bottom of the dispatch note that came with the order. Please let us know the reason for return by entering a return code in the ’Reason Code’ box.

We will send you an email to confirm we have received your goods.

• Royal Mail - Attach the pre-paid Royal Mail peel off returns label provided to the top of the box (you will find this on your dispatch note). Ensure you cover the original delivery label. Take your parcel to any Post Office counter and ask for a certificate of postage. We recommend you obtain adequate parcel insurance.

• Collect+ - Attach the Collect+ peel off returns label provided to the top of the box (you will find this on your dispatch note).

Ensure you cover the original delivery label.

Visit www.collectplus.co.uk/russellandbromley to find your nearest drop off point.

Most drop off points are local convenience stores that are often open late, 7 days a week.

What do I do if the item I receive is faulty?

If you are not completely satisfied with your purchase we offer to refund on any full price goods that are returned to us within 28 days (from the day the goods were delivered to you) and sale goods that are returned to us within 14 days. The items must be unused and returned in a resalable condition in the original packaging. Sale items cannot be returned to our shops.

Refunds will be given if any goods are found to be defective as to quality, description or performance via the original payment method. Please allow up to 30 days to process the refund.

Items purchased using Paypal cannot be returned for a refund or exchanged in Russell & Bromley shops. These should be returned to our Online Fulfilment Centre.

This does not affect your statutory rights under Distance Selling Regulations. Note: Our refund policy applies to purchases made using russellandbromley.co.uk and may differ to any refund policy that exists for purchases made in a Russell & Bromley shop.

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General

Is it safe to shop online at russellandbromley.co.uk?

Yes it is safe to shop with your credit/debit card online at russellandbromley.co.uk. We use Verisign, 3-D Secure and are PCI DSS Compliant in order to protect you when shopping online.

Where is my nearest shop?

Use our online Shop Locator to find your nearest shop.

How do I contact russellandbromley.co.uk?

All of our contact information can be found on our Contact Us page.

Is the site accessible?

Russell & Bromley is dedicated to providing a website that is accessible to all users and will continue to adhere to the guidelines of the Disability Discrimination Act.

How do I look after my purchases?

Please see our Product Care page to find some helpful tips for looking after your shoes and handbags.

Do you offer student discount?

We do not offer student discount.

How do I claim VAT back on my online purchases?

Currently we are only trading with UK residents and therefore VAT refunds are not applicable.

Can I get help placing my order?

If you would like help placing your order contact a member of our Online Advice team who will be happy to place your order over the phone on 08454 501865.

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