FAQ

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

If customers find that any items ordered are unsuitable, we are happy for goods to be returned for exchange or a refund, provided they meet certain conditions.

This also means that if customers cannot decide between different models/sizes etc., they are welcome to order multiple items and return any unwanted ones for a refund.

For full details, please see our Returns page.

We accept payment by Visa, MasterCard, American Express and PayPal, as well as Google Pay and Apple Pay. 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 dispatch the order. This can take up to a few days, depending on the bank and the type of transfer.

Whilst we are an English company, with our head office and warehouse in the UK, the majority of our customers are overseas. Also, because our factory is located in Europe, and we source all of our materials and components from European suppliers, the Euro is the currency we most regularly operate in.

We therefore felt it logical and convenient, both for us and a large proportion of our customers, to use Euros as our base currency.

However, customers can choose to display prices in British Pounds or US Dollars instead, using the option at the top of the site.

Payments are processed in the currency displayed on the site. So if the prices shown are in Euros, by default, we will process the payment in Euros. However, if you select GBP or USD from the top of the site, then the payment will be processed in that currency instead.

Please note that if the selected currency is different to the currency of the card or bank/PayPal account used to make the payment, this will be converted to your local currency at an exchange rate set by the card issuer/bank/PayPal. This exchange rate, and any currency conversion charges that may be applied by the bank/card issuer, are beyond our control.

Payment is taken automatically once an order is placed, to allow us to process order for dispatch as quickly as possible. However, if you wish to cancel an order prior to dispatch, we can issue a full refund for it.

If an order contains items which are in stock and items which are out of stock, customers are welcome to cancel/amend any unavailable items prior to dispatch and we can issue a refund for any difference in cost.

If you have attempted to place an order and the payment was declined/rejected, the order will not be submitted and it will therefore not be processed.

If you still wish to place an order, we would therefore recommend contacting your bank/card issuer to ascertain the cause of the problem, and determine the best way to resolve it, or to simply use an alternate method of payment.

Orders for items which are in stock are normally processed by the end of the next working day. This means that once an order has been placed, customers should receive a dispatch confirmation e-mail within that time. Or if there is an issue with the order, customers should be notified of that within that period.

Delivery time depends on stock availability, the delivery destination and the shipping method selected.

We offer multiple shipping options for every destination that we ship to.

We offer Royal Mail services to all destinations. Internationally, tracking is available for Royal Mail services, but the delivery time is not guaranteed.

We also offer DHL Express services to most destinations, and a UPS service to select European destinations, both of which provide guaranteed delivery times.

For more detailed information on shipping, please see our Shipping & Customs page.

Upon selecting a particular combination (size, fitting heel etc.) the product page will indicate whether or not that pair is currently in stock.

For items which are out of stock we are, unfortunately, unable to provide an estimated availability date on our website, but if an order includes an item which is out of stock, the item will be placed on back order, it will be allocated to the customer from our production schedule and we will send an e-mail to advise when we expect them to be ready for dispatch.

If customers wish to enquire about an availability date for a product which is out of stock, they can contact us. However, unless an order is placed, stock will not be allocated to them, and it is therefore possible that all stock of a particular item in an upcoming production batch may be allocated to other customers before the estimated availability date.

Please also note that all estimated availability dates are subject to change.

Unlike some dance shoe companies who make a lot of their shoes to order, we try to keep a stock of all current production models/combinations in our warehouse. This means that the vast majority of orders can be shipped straight away, without having to wait for items to be manufactured.

Our production schedule is planned out 2 months in advance, based on stock levels and anticipated demand, so in most cases, when an unavailable item is ordered, it will already be scheduled for production.

Most orders for out of stock items are therefore fulfilled within 3 to 4 weeks. In rarer cases, it can take longer, but in many cases it can also be quicker.

Once an order has been successfully placed, customers will receive a confirmation e-mail with a summary of the order. If no e-mail has been received (after checking inbox and junk folders etc.) even after payment details have been provided, then it is likely that the order process was not fully completed. In such cases, customers will not be charged and no further action will be taken.

If there are any problems with an order which has been placed successfully, customers will be notified by e-mail.

Telephone numbers are only used for shipping purposes, and are given to couriers for the purpose of providing tracking updates and/or contacting recipients in the event of an issue with delivery.

If we need to contact a customer regarding an order, we will do so via e-mail.

Because dancing is such an athletic activity, dance shoes need to fit correctly and provide the correct support, even more so than street shoes. It is therefore difficult for us to offer specific advice remotely to individual customers regarding the size/fitting/heel that would be appropriate for them.

We have created our Product Guides section to try and offer as much help and guidance as we can, but if customers have any further questions, they are welcome to contact us and we will do our best to assist them.

Whilst the length of the foot can be used as a basic guideline for helping to select the appropriate shoe size (as per our size guide), because the foot is a 3 dimensional shape, the basic outline of it will not help us to accurately recommend a specific size or fitting. 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. Simple factors such as the thickness of the pen being used to make the outline, or the angle at which it is held, can result in significant discrepancies in measurements, leading to inaccurate conclusions.

We may be able to produce custom orders for shoes with a combination of fittings, heels and materials from our current range which are not normally offered on certain styles, but only if minimum order requirements are met. The minimum order requirement for most models is 12 pairs, but only 6 pairs for Ladies Latin sandals.

For such an order we offer a discount of 10% off the retail price, and we ensure the best possible shipping rate.

Pairs made as part of a custom order must be the same model, colour, fitting and heel, but can be a range of sizes. So if custom pairs are needed for a team, or if multiple people would simply like the same combination, customers can order different sizes and split the cost.

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

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 received is faulty, we advise customers to 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 item to be returned to us, once the fault has been identified/confirmed, provided that the goods were returned by standard post, we can reimburse the return shipping cost incurred for said item(s).

For further information, please see the Faulty Items section on our Returns page.

We may be able to offer a discount and/or better shipping rates for larger orders of approximately 10 pairs or more. 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 a quote.

Customers interested in stocking and selling Ray Rose shoes should complete our reseller enquiry form. We can then provide all of the relevant information regarding pricing etc.

Dancers wishing to enquire about being part of our sponsorship programme should send their 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.

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