Terms & Conditions

Privacy Policy

Ray Rose Ltd. does not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, and to store address details. They are also used after you have logged on as part of that process. You can turn off cookies within your browser. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:

• Take and fulfil customer orders
• Administer and enhance the site and service
• Only disclose information to third-parties for credit card authorisation and goods delivery purposes

Payment & Taxes

This is a SECURE site.

Payment for orders is taken in full at the time the order is placed. This includes any items which are out of stock. Customers who wish to cancel an order prior to dispatch may do so, and we can then issue a full refund for the cost of the order.

For orders which contain a combination of in stock and out of stock items, customers may still cancel unavailable items prior to dispatch. In such an event, we will issue a refund for the cost of said item and the shipping cost related to it.

If an item is amended prior to dispatch, resulting in a lower order total, we will refund the difference in cost.

All credit/debit card numbers are captured through a secure payment gateway and held by our payment service provider until payment is authorised. We do not receive your credit card details and have no way of accessing them.

Prices

Prices are displayed in Euros by default but can be displayed in Great British Pounds (£) or in US Dollars ($) by selecting them at the top of the page. Orders will be charged in the currency displayed on the site (e.g. customers who have selected to display prices in US Dollars ($) will be charged in US Dollars ($).

If the selected currency is different to that of the payment card/account used, the charge will be converted to the relevant currency at the time the payment is processed. This exchange rate applied will be set by the card issuing bank/PayPal and is beyond our control. The card issuing bank may also apply a charge to process payments in a foreign currency. This will once again be set by the card issuing bank and is also out of our control.

We reserve the right to correct any prices which have been posted on the website in error and shall not be obliged to honour any such prices.

Sales Tax

All goods dispatched within the UK are subject to the addition of UK Sales Tax at the rate in force at the date of dispatch. Children's products are zero rated for tax purposes.

UK Sales Tax will not be applied to goods shipped outside of the UK, but tax may still be payable to customs authorities at the local rate upon arrival in the destination country. The payment of this charge is the responsibility of the purchaser/addressee and is beyond our control.

Vat Number: GB 672 3812 31

Duty

In some countries goods may be subject to import duty, as well as a customs handling/processing fee. The payment of these charges is the responsibility of the purchaser/addressee and is beyond our control.

Goods shipped to EU destinations, should be exempt from duty charges, as Ray Rose products are of 'preferential origin'.

For any EU shipments where duty is incorrectly applied, we advise customers to dispute these charges, and we can provide additional information/documentation if required.

Rejected Shipments

In the event that goods are returned to us because the recipient has failed/refused to pay any of the charges outlined above, a refund can be issued for the cost of the returned items, but any shipping costs paid are non-refundable. Furthermore, if we are required to pay charges to the courier for the goods to be returned, this will also be deducted from the refundable amount.

Specifications & Guarantee

We reserve the right to alter the design, material or specification of any of the shoes in our collection from time to time in a constant effort to continually improve them.

Guarantee

All of our shoes are made to a very high standard from top quality materials. We guarantee them to be free from any manufacturing fault. We do not guarantee that they are suitable for your requirements or give any other guarantee whatsoever.

Purchasing & Availability

The stock availability statuses of our products are indicated on the product page. If an order is placed for a product which is out of stock or in the event of an error in our stock system, an e-mail will be sent to you to provide you with the estimated availability date.

Advised delivery dates are generally accurate but are subject to change. In the event of any changes to the estimated availability date, you will be notified.

More information on back order times can be found in our FAQ page.

Most shoe sizes listed on our website are UK sizes. However, a select number of products may be listed with European or US sizes. An international size conversion chart is available in our Product Guides section, but is only designed to provide basic guidance as there is no strict conversion between international sizes.

By purchasing through our website, you will automatically be added to a mailing list so that we may contact you in future with offers and important information. If you receive any marketing e-mails from us, you will be provided with the option to be removed from our mailing list.

By Purchasing through our website you acknowledge and agree that you shall be responsible for all payment of all taxes, import duties mentioned above, and all other unavoidable charges levied by any relevant jurisdiction in connection with the order and purchase of your goods under or in connection with this website.

Shipping

Shipping is available throughout the UK and Worldwide.

A non-tracked Royal Mail service and a fully tracked DHL service are available for UK deliveries.

For most international destinations we offer a Royal Mail service and at least one Courier option or faster delivery.

Full tracking is available for courier shipments, as well as Royal Mail shipments to almost all countries. For countries where tracking is not available locally, shipments will be sent using a Royal Mail Signed service, which provides full tracking until the package has left the UK, and a signature is required upon receipt as proof of delivery.

Shipping prices will be determined by the contents of the shopping basket, the destination and the selected shipping method.

Available shipping options for a given destination are displayed during the checkout process, along with the price based on the items in the shopping basket and information on delivery times.

Delivery times for Royal Mail service are an estimate and are not guaranteed. In the unlikely event that a Royal Mail shipment has not arrived, customers are required to allow up to 15 days for UK packages, or 28 days for international shipments, before we can take any action.

Delays in delivery are beyond our control, and we are not liable for any delays which occur after orders have been dispatched.

Further information regarding shipping services can be found on our Shipping & Customs page.

Returns

Goods are eligible to be returned for a refund, or to be exchanged for another item, under the following conditions:

• Goods should be returned to us within 28 days of receipt. Goods received after this period may not be accepted, and customers may be required to pay an additional charge for items to be returned to them.
• Goods must be returned unused, undamaged, and unsoiled. When trying shoes on for the first time, we advise the use of a soft, clean surface, such as a carpet, to avoid soiling the soles, which can become marked and show signs of wear very easily. Soiled/damaged goods, which we cannot resell as new, will not be accepted, and customers may be required to pay an additional charge for items to be returned to them.
• Goods must be returned in their original box, with internal packaging. Goods not returned in their original box, or returned in a box which has been damaged/defaced, or without the original internal packaging, may be subject to a €5.00 re-boxing fee. Shoes returned without the included shoe bag will also be subject to a separate €5.00 fee.
• We cannot accept shoes for return which have been modified in any way, such as straps being cut, or additional holes being made.
• Shipping/handling charges cannot be refunded, except in the case of faulty manufacturing.
• For goods being returned from outside of the UK, all packages and documentation must be clearly marked as 'RETURNED GOODS' on any customs documentation. Goods which are not marked correctly may be subject to a customs fee which customers will be required to pay.
• Please note that unfortunately we cannot accept returns by FedEx, due to the customs clearance fees which they impose after items have been delivered.

When returning items for exchange, a payment will be required to cover the shipping costs for new items to be sent out (once again, except in cases where the item is being returned due to a manufacturing fault). This cost will be dependent on the preferred shipping method specified on the return form.

DHL and UPS services will be charged at the same rate as new orders; however we offer reduced rates for exchange items to be sent by Royal Mail.

If the items requested in exchange are of a higher cost than the returned items, the difference in cost will be added to the additional shipping charge. If the items requested in exchange are of a lower cost than the returned items, the difference will be deducted from the additional shipping charge.

Additional costs for exchanges will be charged to the credit/debit card which was used to place the initial order where possible. For orders which were paid through PayPal, a payment request will be issued for the additional cost. Exchange items will not be dispatched until additional charges are settled.

If a requested exchange item is out of stock, an e-mail will be sent to advise its estimated availability date.

When items are returned for a refund, once we have received them and they have been checked to confirm that they are in resalable condition, the cost of the goods will be refunded to the card/PayPal account used to pay for the original order.

We can only return funds by the same method that was used for the initial payment and cannot issue refunds to a different card/PayPal account, or directly to a bank account.

Once a refund has been issued, it may take up to 5 working days for the funds to be available.

For full details on our returns policy, see our Returns page.

Faulty Items

In the unlikely event of a manufacturing fault, we advise that you contact us so that we can advise the most appropriate course of action.

When items are returned because of a perceived fault/manufacturing error, we will examine them upon receipt to confirm or refute said fault/error.

Where no fault/error is identified, our standard returns policy (outlined above) will apply.

Where a fault/error is identified, we will offer to repair or replace the item as we see appropriate. For goods which are deemed non-repairable we can instead issue a refund for the item(s) in question, and the original, related shipping costs. Furthermore, provided that the goods have been returned by standard post (not by priority/expedited post or express courier), we can reimburse the return shipping cost incurred for said item(s). Where faulty items are returned using a service other than standard post, we can only reimburse costs up to the amount we would charge to ship the item(s) by Royal Mail.

General

These Terms and Conditions (including the provisions of the FAQ, Returns and Shipping & Customs pages) together with the terms of any order placed by the customer, constitutes the entire agreement between the customer and Ray Rose Ltd. with regards to its subject matter, and supersedes all prior communication, terms, representations, warranties, stipulation, whether written or oral between the customer and Ray Rose Ltd.

We reserve the right to add to, change, or remove any part of these Terms and Conditions at any time. We may add, change, discontinue, remove, or suspend any other content displayed on this website, including features and specifications of products and services described or depicted on the website, temporarily or permanently, at any time, without notice and without liability.

Complaints and Comments

If you have any complaints or comments about our website or any of the products supplied to you, please contact us through the Contact Us page on the website or e-mail us at sales@rayrose.com.