FAQ's

Robert Old is located near the seafront in Bournemouth, England

Discover our store at:
Robert Old
20-21 Westover Road
Bournemouth Dorset
BH1 2BY

Robert Old throughout its illustrious history has never offered promotional discounts.

You can create an account here. Creating an account with Robert Old allows you to store multiple addresses, track orders, and keep a wishlist. You can also subscribe to our newsletter here. Our newsletter brings you the latest news, offers and fashion guidance.

If your order has already been despatched we are unable to cancel this for you. Should this be the case you will need to return your order and request a refund.

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 store@old.co.uk or phone us on +44 1202 290832.

If an item is placed on backorder, this means that the product is currently not available instore for immediate despatch, however, we can order this in for you.

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.

Unfortunately once an order is placed we are unable to amend your payment method. We may be able to cancel your order, if your item has not yet been dispatched, allowing you to reorder using an alternative payment method.

Please feel free to contact us via email at store@old.co.uk or phone us on +44 1202 290832.

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.

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.

On both desktop and mobile the currency options are available in the footer of our store, in the very bottom left hand corner. This pop-up will allow you to select from multitude of currencies, to suit your requirements.

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

Dependent on what you are looking for, we may be able to help or recommend a suitable alternative. Please email store@old.co.uk

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.

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

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.

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.

For UK orders over £100 and International orders over £250 we offer free standard delivery. We ship to hundreds of destinations throughout the world. For full information about shipping and shipping costs please see our page here.

Please see our shipping page here.

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.

Please contact us on store@old.co.uk to discuss exchanging items.

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

Goods should be returned to the following address:

Robert Old
20-21 Westover Road
Bournemouth Dorset
BH1 2BY

Please enclose a copy of your invoice, reason for return, and clearly mark the customs declaration form and parcel as RETURNED GOODS. This avoid any unnecessary import duty fees being applied and the goods being returned undelivered.

Our returns policy can be found here.