Frequently Asked Questions
Robert Old is located near the seafront in Bournemouth, England
Discover our store at :
20-21 Westover Road
Robert Old throughout its illustrious history has never offered promotional discounts.
Placing An Order
Unfortunately we do not currently accept payment for online orders over the telephone. Should you require any assistance placing your order please feel free to contact us via email at [email protected] or phone us on +44 1202 290832.
If an item is placed on back order, this means that the product is currently not available instore for immediate despatch however we can order this in for you. All items will have a different production time, depending on availability with our suppliers. Once your order has been placed we will email you to confirm an approximate ETA for despatch to you. Please be assured that no payment will be authorised for back orders until your order arrives instore. PayPal however can work differently so please feel free to contact us with any queries.
At the top left of our website you will see a currency drop down list that allows you to view prices in Great British Pounds, Australian Dollars, Euros, Japanese Yen and US Dollars.
On mobile the currency switcher is located by pressing the menu navigation button in the top left of the screen at the top of the page.
We accept all major credit and debit cards including payments from Visa, MasterCard, American Express, Maestro, JCB and PayPal. All online payments are processed through Sagepay, so that you can be sure that your details are secure.
All our payment options and security provisions are set out on our payments page available here.
Unfortunately once an order is placed you are unable to amend your payment method. We may be able to cancel your order however allowing you to replace using an alternative payment method. Please feel free to contact us via email at [email protected] or phone us on +44 1202 290832 .
Payment will not be authorised for your order until your order has been processed for despatch. This means that for orders placed on pre-order payment will not be taken until your order arrives in store from the manufacturer. Should you wish to payment to be taken immediately to avoid exchange rate changes, please let us know.
We recommend choosing the same size shoe tree as your shoe size. If your shoes are a half size please choose the next size full size down e.g. a size 10.5 will require a size 10 shoe tree.
The stock checker on our product pages will advise which items are in stock and whether they can be placed on pre order.
If your order has already been despatched we are able to cancel this for you. Should this be the case you will need to return your order and request a refund.
With our smart checkout there is no need to worry about claiming back VAT. When a non-UK destination is selected as the shipping destination, the 20% UK VAT is automatically removed.
Orders being delivered to the Channel Islands are not required to pay VAT. To get around this in the checkout we have made Jersey and Guernsey ‘country’ options. Please select the correct one as opposed to United Kingdom in the checkout for VAT to be deducted.
Delivery, Returns & Exchanges
With our smart checkout, there is no need to worry about VAT. When a non-UK destination is selected as the shipping destination, the 20% UK VAT is automatically removed.
Once your order has been accepted and processed, you will receive an email advising that your order is ready for collection. Please print a copy of your invoice and show this to any member of staff once you have arrived and they will be happy to assist.
You may return your ordered item to us in its original condition within 30 days.
Goods should be returned to the following address, enclosing a copy of your invoice, and reason for return, and clearly marking the customs declaration form and parcel as RETURNED GOODS to avoid any unnecessary import duty fees being applied and the goods being returned undelivered.
20-21 Westover Road
Our returns policy can be found here.
Any Other Questions?
If you have any further questions on payment, delivery or returns, or indeed about any aspect of our goods or service, please feel free to contact us on email [email protected] or phone us 01202 290832.