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FAQ

Can you deliver anywhere in the world?

We can send orders to nearly any country in the World. Simply select the required destination when placing your order.

What methods of payment do you accept?

We accept payment by Visa, MasterCard and PayPal, and through PayPal, we can also accept payment by American Express. Please note that you do not need a PayPal account in order to pay using this method.

In instances where you are not able to pay using any of the methods listed above, we can accept payment by bank transfer. In order to do so, please e-mail us at sales@rayrose.com and we can provide you with our bank details. Please note that if an order is paid for by bank transfer, we will have to wait until the funds have reached our account before we can despatch the order. This can take up to a few days, depending on the bank and the type of transfer.

All of the prices shown are in Euros (€), can you tell me how much my order will cost in my local currency?

All payments are processed in Euros (€), but the charge will be shown on your bank/credit card statement in your local currency. The exchange rate applied is set by the card holder’s bank at the time the payment is processed, so we can only provide the exact cost in Euros (€). If you would like to calculate the approximate value of an order in your local currency, we recommend using an online currency converter.

How long will it take to process my order?

As long as the item(s) ordered are in stock, they are usually processed by the end of the next working day at the latest.

Can I check the status of my order?

If you have created an account with us, you can log in to view your order history and check the status of any outstanding orders. This includes the estimated availability dates for any back ordered items.

If you have not created an account with us, and have placed an order as a ‘guest’, you will need to contact us if you require an update on the status of your order.

How long will it take for my order to be delivered?

Delivery time depends on the destination and the shipping method you have selected.

What delivery options do you offer?

For every country we ship to, we offer a Royal Mail service and a trackable courier option.

Royal Mail is the basic service and unfortunately is NOT TRACKABLE. We cannot, therefore, guarantee delivery within a certain amount of time, and there is no way of checking the delivery status once it has been sent out. The estimated Royal mail delivery time is shown when you select your preferred shipping method.

Trackable courier services are generally more expensive, but are fully trackable and guarantee delivery within a specified amount of time. If you need to receive your order quickly, or you would like to be able to track the delivery status of the order, we recommend selecting this service. Please note that this service requires a signature upon delivery, and so orders cannot be sent to a P.O. Box using this service.

How much do these services cost?

The delivery cost depends on the size of the order and the destination. The cost will be displayed during the checkout process.

Is the trackable courier service a lot more expensive than the basic service?

The courier services are more expensive for single pairs, but you may find that the difference in cost is less with larger orders, depending on the destination country. In some instances, it may even be less expensive to have the order sent by courier.

The payment for my order has been declined. What can I do?

In the event that a payment is declined, we will notify you by e-mail. The most common cause for this is a block which has been implemented by the card issuing bank as a form of fraud protection. In these cases, you should simply be able to contact your bank to authorise the transaction, and then contact us to confirm that we can proceed with the payment.

If the payment has been declined for any other reason, we usually advise placing a new order, preferably using a different method of payment.

What is your returns policy?

When trying shoes on for the first time, we advise the use of a clean soft surface, such as a carpet, to avoid soiling the soles.

We will accept returns for exchange or refund on the following conditions:

  1. Goods should be returned to us within 28 days of receipt. Goods received after this period may not be accepted, and you may be required to pay an additional charge for them to be returned to you.
  2. Goods must be returned unused, undamaged and unsoiled in their original box, with internal packaging. Soiled/damaged goods will not be accepted, and you may be required to pay an additional charge for them to be returned to you. Goods not returned in their original box, or returned in a box which has been damaged/defaced, or without the original internal packaging, will be subject to a €5.00 re-boxing fee. Shoes returned without the included shoe bag will also be subject to a €5.00 fee.
  3. We cannot accept sandals for return after straps have been cut or have had additional holes made.
  4. Shipping/handling charges cannot be refunded, except in the case of faulty manufacturing.
  5. For goods being returned from outside of the EU, all packages and documentation must be clearly marked as ‘RETURNED GOODS’. Goods which are not marked correctly may be subject to a customs fee which you will be required to pay.
  6. Please note that unfortunately we cannot accept returns by FedEx, due to the customs clearance fees which they impose after items have been delivered.

If shoes are returned for exchange, unless otherwise specified, the replacement pair(s) will be sent out by standard post at an additional charge. These charges are as follows:

LOCATION

ADDITIONAL CHARGE PER PAIR

United Kingdom

€4.50 (+VAT)

Europe

€8.50 (+VAT where applicable)

Rest of the World

€13.00

 

If you would like the replacement pair to be sent out using a different delivery service, please include a note with the returned pair specifying this.

Refunds for returned items will be processed once we have received them. We can only return funds by the same method which was used for the initial payment, except in instances where the card initially used is no longer active. It may take up to 5 working days for returned funds to be available to you.

What do I do if I find a fault with an item I have ordered?

We do our utmost to ensure that all of our products are free of manufacturing faults, and our shoes undergo a series of checks and tests to ensure that they are of the highest possible quality.

In the unlikely event that an item you receive is faulty, please contact us straight away and we will advise the best course of action. In instances where the fault is clear, and not repairable, we may be able to replace the item without it having to be returned to us. In instances where we require the faulty item to be returned to us, we will reimburse you for any postage cost incurred up to, but not exceeding, the amount originally charged for said goods to be sent to you.

The shoes I want are out of stock, when will they be available?

Each individual product page gives an indication of which sizes are currently in stock. We keep a large stock and so the majority of orders can be fulfilled straight away. Items which are out of stock are usually available with 1 to 3 weeks, but on rare occasions it can take up to 6 weeks.

Can I order items which are out of stock?

Any items ordered which are unavailable will be placed on back order, and an e-mail will be sent to you to provide you with an estimated availability date

Will I still be charged for my order straight away?

The payment for an order is normally only processed when items are ready for despatch. In most cases, you will therefore not be charged for any back ordered items until they are ready to be sent out.

The main exception to this is PayPal payments for orders which are part shipped. PayPal transactions have to be settled in one go, so if an order is placed for more than one item, and part of the order is unavailable, the full cost of the order will be charged when the first shipment is sent.

If there is a problem with my order, will you contact me?

Once an order has been successfully placed, you will receive a confirmation e-mail. If you do not receive a confirmation e-mail, then it is likely that the order process was not fully completed. In these circumstances, you will not be charged and we will take no further action.

If there are any problems with your order once the order has been placed, we will notify you by e-mail

I had to provide my telephone number when placing my order, what will this be used for?

Telephone numbers are only used for shipping purposes. If you have selected a trackable shipping service, your telephone number will be provided to the courier so that they can contact you if there is an issue with the delivery.

I’m not sure what size or fitting I need. Can you help me?

Unfortunately as there is no strict conversion between international sizing system, it is impossible for us to provide accurate advice regarding sizing. Everyone’s feet are different, and so it is very difficult to say whether or not a certain fitting or size will be suitable without trying the shoes on.

We provide a size conversion chart, which you can find at the link below, which offers some basic guidance. We usually find this to be quite accurate, but please note that it is not guaranteed to be correct for everyone.

If I send a drawing of the outline of my foot, can you tell me which size I need?

Unfortunately, because the foot is obviously a 3 dimensional shape, the basic outline of it will not help us to advise the most appropriate size. Whilst this method is sometimes used when purchasing street shoes, dance shoes need to fit correctly to provide the correct support and comfort, and that level of accuracy is simply not possible with a drawing.

Can you make custom orders?

We may be able to produce custom orders for shoes, made from our current range of materials, fittings and heels which not normally offered on certain styles, but only for a minimum order of 12 pairs. For such an order we offer a discount of 10% off the retail price, and we ensure the best possible shipping rate. We appreciate that this is a large quantity and quite a substantial financial commitment, which is why we offer them at a discounted rate and ensure the cheapest and most efficient delivery service, but unfortunately due to the difficulties and complications of producing custom pairs, we cannot produce a lower quantity than this.

In order to enquire about placing a custom order, please e-mail sales@rayrose.com

Please note that we are not able to produce shoes with bespoke fittings.

If I order a lot of shoes, can I have a discount?

We may be able to offer a discount and/or better shipping rates for larger orders of approximately 10 pairs or more. If you would like to enquire about a discount for a large order, please e-mail sales@rayrose.com with details of the shoes you would like, and we will provide you with a quote.

Do you offer discounts to professional or members of certain organisations?

Unfortunately, due to the competitive pricing of our products, we are not able to offer any further discounts to professional dancers, teachers, or members of any specific dancing organisations.

I am interested in becoming a Ray Rose reseller. Is it possible for me to set up a wholesale account?

If you are interested in stocking and selling Ray Rose shoes, please complete our reseller enquiry form here, and we can then provide you with all of the relevant information regarding pricing etc.

Please note that we are only able to offer wholesale accounts to companies wishing to sell shoes in a physical shop, or through a studio. We are not able to supply companies who operate solely online.

I would like to enquire about sponsorship, can you help me?

If you would like to enquire about being part of our sponsorship programme, please send your details to sales@rayrose.com

Please be aware that our sponsorship programme is usually full, and so we are not often in a position to offer new sponsorship deals. However, if you would like to provide us with your details, we would be happy to keep them on file for future consideration, should any places become available.

I live in Russia, can you deliver to me?

Due to extensive regulations put in place by the Russian customs authorities, we are not able to send orders by courier, and from our experience, a significant proportion of items sent by standard post fail to arrive. Unfortunately, we are therefore not able to ship orders to Russia.

You can however order from our Russian distributor, Ray Rose Russia. A link to their website can be found below:

http://rayroserussia.ru