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Robert Old FAQ’s

Our Store

Information on our store and Robert Old’s history can be found by visiting our about us page here.

Where is Robert Old Based?

Robert Old is situated in Bournemouth, England and set across three floors.

Is this website safe?

We are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online and in store. More information can be found here


For extensive information on our Robert Old luxury Scottish cashmere collection, including frequently asked questions. Please click here.

Crockett and Jones

Please note that we are unable to offer free delivery for online orders outside of the UK at any time for any Crockett and Jones shoes. Should you have any further questions regarding Crockett and Jones shoes please do not hesitate to contact us.

Placing an Order

Can I place an order over the phone?

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.

What is a back order?

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.

What is the price in my currency?

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.

What payment methods can I use?

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.

Can I change my payment method once ordered?

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 .

When will I be charged for my order?

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.

My size isn’t available, can you order this for me?

Dependent on what you are looking for, we may be able to help or recommend a suitable alternative. Please email [email protected]

What Shoe Tree Size Should I chose?

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.

How do I know if an item is in stock?

The stock checker on our product pages will advise which items are in stock and whether they can be placed on pre order.

Can I cancel or amend my 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.

How can I log in if I’ve forgotten my password?

On the log in page please click the Forgot your password? Link or click here.

I live in the Channel Islands. Do I need to pay VAT?

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.


Do you offer free delivery?

All orders worldwide over £200 will enjoy free shipping, which will be automatically applied at the checkout. For more information on shipping follow this link. 

What couriers does Robert Old use?

Our standard parcels are sent via DHL and our Express Parcels are sent either via UPS or DHL (Location dependent). Should you wish for your order to be despatched via Royal Mail, please contact us prior to despatch. Please note Royal Mail has a 2kg weight limit for all international parcels.

How will my order be packaged?

Robert Old takes pride in our products and always ensure orders are packaged accordingly in order to protect your items. All orders will be gift wrapped using mainly recyclable materials.

How much does delivery cost?

Delivery charges can be found here. Please note that our delivery prices on the shipping and delivery page includes VAT. For the price excluding VAT for non-European countries, please add your items to your basket and select your delivery country in the checkout. VAT will then be automatically removed.

Do you deliver to my country?

We deliver internationally to most countries. Should your country not be available on our drop down list of countries in the checkout, please contact [email protected] for further assistance.

Do I need to pay VAT outside the EU?

No, this will be automatically deducted at the checkout once your shipping country has been selected.

How can I track my order?

As soon as your order has been despatched you should be emailed a tracking number. If you have not received this or the tracking number is not visible on your online account, please email [email protected] and a member of our team will be happy to assist.

How long does delivery take?

From dispatch, standard delivery can take a maximum of 3 working days for delivery to the UK and up to two weeks for international delivery to Europe and the Rest of the World.

From dispatch, our express delivery service can take 2 - 4 working days depending on location. For further information please click here.

How do I collect my order in store?

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.

Exchanges and Returns

How do I return an item?

You may return your ordered item to us in the original condition within 30 days.

Goods should be returned to the following address, enclosing a copy of your invoice, 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.

Robert Old
20-21 Westover Road
United Kingdom

Our returns policy can be found here

Who pays for returns?

Our returns policy is dependent on your location and order value. In the UK all orders over £200 qualify for free returns, Worldwide orders are the customers reponsibility to return any items. 

Please note - the goods are your responsibility until they have arrived back at our store, therefore we recommend that you use an insured delivery service.

On rare occasions an item maybe incorrectly package or faulty in which case we will endevour to replace your order. Please contact us directly as soon as possible. You may be asked for images of any incorrect products, this will help to speed up the exhange or return. 

Can I return my items instore?

Should you wish to exchange or return an item, this can be done instore however returning payment will need to be done via our web team. A member of staff will be happy to assist should you have any further questions.

It’s been over 30 days, can I still return my order?

Please contact us via [email protected] and we will do our best to assist you.

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.