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Should you have any questions about an order or our services then we hope you will find an answer in our most Frequently Asked Questions.

FAQs

Delivery

Can my order be shipped to another country?

No. Your order can only be shipped to an address in the UK.

Can my order be shipped to an address other than my registered billing address?

Yes we can ship to an alternative address in the UK or a Russell & Bromley store (excluding Dublin). If the order is placed using PayPal, the delivery address must be supported by PayPal’s Seller Protection. We cannot ship to PO boxes or freight-forwarding addresses.

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

Our Deliver to Store option is available for all UK stores. If your order is being delivered to Fenwick in either Newcastle or Canterbury, please allow an additional 48 hours from when you receive your delivery confirmation email before collecting your order.

Your order will be held for 14 days from the date your order was delivered. After this time your order will be returned to our warehouse and a refund issued.

Do I have to pay for delivery?

Our standard delivery is free of charge. Next Business Day and Saturday delivery services are £8. We also have our Deliver to Store option which is free of charge.

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

Please allow up to 3 business days for standard delivery.

Why can't I find the Next Business Day or Saturday delivery options?

At peak times we may suspend these services for a short period.

What if my order does not arrive within 3 business 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 customer.experience@russellandbromley.co.uk and quote your order number.

How can I track my order?

Once your order has been dispatched you will receive delivery update emails which will include a link for you to track your order.

Do I need to sign for my parcel?

We ask for our parcels to be signed for. However, you will have the option to request otherwise after dispatch. For further information please see the DPD and Parcelforce websites.

What happens if I am not in when the package arrives?

If you miss your delivery the courier will contact you to advise where the package can be collected from or that they will reschedule a convenient delivery time. In some cases you may be contacted by the courier for specific delivery arrangements. If you wish to track your order please go to 'My Account' and use the 'Track My Order' function.

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?

Online orders are shipped in delivery boxes. Our delivery boxes are recyclable and can be reused should you should you wish to return an order. Before accepting the package from the courier, please check that it is sealed and undamaged. If it is not, please check the contents and if any items are missing do not accept the package.

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, unless you have requested otherwise at which point responsibility for your purchased goods transfers to you.

Returns

What is your returns period?

If you are not completely satisfied with your purchase we offer to refund on goods that are unused and returned in a resalable condition in the original packaging.

Online orders: Please return full priced items within 28 days, and sale items within 14 days from when you received them.

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

You are welcome to return your items to our shops (excluding Dublin) for a refund.

  • To find your nearest store, go to our Shop Locator
  • Please take the item to the shop bringing the dispatch note that came with the order.

Can I exchange items?

No. Should you need a different size or colour you will need to place a fresh order and return the unwanted item for a refund.

Do I have to pay for returns?

We offer a free returns service for online purchases.

How do I return an item?

Click here for returns information.

What do I do if the item I receive is incorrect or not to my satisfaction?

If you are not happy with your purchase, simply return your unused items in original packaging, free of charge. Please return full priced items within 28 days, and sale items within 14 days from when you received them.

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.

What do I do if an item I purchased online develops a fault?

If, having worn an item, it develops a fault we would like to know about it.

Please contact our Customer Experience Team who can offer further advice:

How long will I have to wait for a refund?

Refunds are processed via the original payment method within 5 business days of receipt.

Funds may take a further 5 business days to appear in your account.

Registration

Why do I need to register online?

Registering online helps to 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.

Why do I need to reset my password if I have already registered?

Our site has been updated to an enhanced level of security. To facilitate these improvements, customers that registered on the site before 4th February 2019 must reset their password the first time they sign in after this date. To reset your password, please select the “Reset your password here” option on the Sign in page. You will be prompted to enter the email address you used to register on our site. Once you have done this and then click on the “Email password reset” button, you will be sent an email with instructions explaining how to complete the password reset process.

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 page. You will be prompted to enter the email address you used to register on our site. Once you have done this and clicked on the “Email me a new password” button, you will be sent an email with instructions explaining how to complete the password reset process.

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.

Payment

What currencies do you accept?

Payment is made in Sterling (GBP).

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

We accept American Express, Maestro, MasterCard, Visa, Visa Electron, PayPal and Apple Pay (on supported devices) at russellandbromley.co.uk

Can I ship to a UK address if I use a card that is registered to an address outside the UK?

No. All orders must be placed using a card that is registered in the UK.

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, AMEX Safekey 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.

How do I get a VAT refund?

If we have sent goods to your address in the Channel Islands and we have charged you UK VAT then you may be able to claim this back (subject to a £5 handling charge). Please contact us (once the 28 day returns period has elapsed) at customer.experience@russellandbromley.co.uk. Please note that claims for a VAT refund need to be made within 3 months of the order date. Please note we are unable to process VAT refunds for orders of £100 and under.

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.

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 a “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 & Bromley have a sale?

Russell & Bromley has one sale in the winter and one in the summer.

Start dates are not available but should you wish to be informed please sign up to receive our regular email newsletter.

Do you sell gift cards online?

Yes, you can purchase eGift Cards online, which can be redeemed online or in our UK stores. We also sell Gift Cards in all Russell & Bromley stores. Those purchased in a UK store can be redeemed in UK stores or online. Those purchased in our Dublin store can only be redeemed in that store.

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 customer.experience@russellandbromley.co.uk or call on 03450 342 259

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.

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, AMEX Safekey 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.

How do I make a complaint?

Russell & Bromley tries its best to ensure that you do not have any complaints - in the rare occasion that you do, please contact customer.experience@russellandbromley.co.uk who will try and resolve any issues.

How do you tell us about your experience?

Whether you visited one of our stores, our website or contacted our Customer Experience Team, we appreciate your feedback and will continue to use it to improve your experience.

Click here to provide feedback.

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.

Can I get help placing my order?

If you would like help placing your order contact a member of our Customer Experience team by emailing customer.experience@russellandbromley.co.uk

Contact us

Should you require our Customer Experience Team they are available between 9:00am and 5:30pm, Monday to Friday (excluding Bank Holidays).

Alternatively, you can contact us by completing the form below.

Contact us

Contact us