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SHIPPING & RETURNS

At Robert Old we ship our goods all over the world, below we detail our Collect Instore, Free UK delivery, EU Delivery, Worldwide Delivery, Express Services and Returns information. If you are unsure on any information, please Contact Us with your questions.

We aim to process and dispatch all online orders the same day when placed before 1pm (UK time Monday - Friday). Once your order has been successfully processed and dispatched, you will receive an email from us confirming the successful dispatch of your parcel(s) including all tracking information.

Collect In Store

We would love to see you instore, If you would like to make your order online and collect instore we will have your order ready for collection on your arrival.

  • To do this during the checkout process select United Kingdom in the Country drop down and then under shipping options select collect in store.
  • Please only collect your order if you have received your invoice notification via email. You will need show this to a member of the team on collection.
  • You can collect your order during normal opening times are between 9am – 5:30pm Monday to Friday and Saturday 9am to 6pm.

Free UK Shipping

When checking out your order will automatically qualify for Free Shipping and Returns over the value of £150. If you wish to upgrade the service, there is an option to select Express Shipping.  

  • Order value under £150 - Free Shipping   
  • Order value over £150 - Free Shipping and Returns 
  • Express Shipping £12.00 charge - UPS Express 

Note - Orders being delivered to the Channel Islands are not required to pay VAT. To action this in the checkout we have made Jersey and Guernsey a ‘Country’ option. Please select you Island location to remove the VAT element. Please call for assitance on +44 1202 290832.


European Shipping

We ship throughout Europe Free of charge on orders valued over £150. Please note we do not offer Free Returns. However, we do offer returns labels, the cost of the return will be charged at point of refund. Please see  Returns World wide section for more details.

  • Order value under £150 - Charge £8.00 *
  • Order value over £150 Free Shipping*
  • UPS Express Shipping - £30.00
  • *All Crockett & Jones Shoes and Accessories are chargeable for shipping, £10.00. All other shipping arrangements are party to this arrangement.

Worldwide Shipping

We ship worldwide using UPS, any country within their delivery network. As part of our continued effort to offer an exceptional service our international charges are offered with a flat rate rather than variable per location.  We do offer returns labels; the cost of the return will be charged at point of refund.

  • Order value under £150 - Charge £15*
  • Order value over £150 Free Shipping*
  • UPS Express Shipping - £50.00.
  • *All Crockett & Jones Shoes and Accessories are chargeable for shipping, £18.00. All other shipping arrangements are party to this arrangement.

Value Added Tax (VAT)

For your convenience, all prices on our website are shown both including VAT and excluding VAT regardless of currency selection.

  • Value Added Tax (VAT) is charged to customers making a purchase for delivery within the European Union.
  • The current rate of VAT is 20%.
  • Once you select your Country of Delivery in the check out your final order summery will be available to view on the same page. 


Import Tax

All orders being sent outside the European Union are VAT free, however local Import Taxes may apply. 

  • Almost all countries will now pass packages through your native country’s customs and duties checks. 
  • The rates of import Taxes are determined by your native country and are out of Robert Old's control. 
  • Import duties are the customers responsibilities to pay, if duties are refused by the customer the package will be returned to Robert Old where we will refund you your order less any shipping and administration costs incurred during this period.


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.

  • These prices are indexed automatically using a currency converter where they updated during the day.
  • Your credit card company will automatically convert the payment into your local currency for you on your bill. If you wish to know the conversion rate on your order, please contact us directly.
  • Please note if you are shopping in your local currency the prices will change in line with the currency markets. 

Returns - UK Orders Under £150

We are pleased to say a large proportion of our customers are delighted with the goods they have ordered.

However, if you receive your purchase and do not feel that it is suitable, you may return it to us in the original condition within 30 days.

Goods should be returned to the following address, enclosing a copy of your invoice and reason for return. It is highly advised to return items back to us using a tracked shipping service. To process your return as quickly as possible its extremely helpful to send the tracking information to Robert Old. Please email this to [email protected] along with your order number. 


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

Alternatively, you can drop your order back to the store where your refund or exchange can then be arranged. Please note we are only able to refund via our online system using the original payment method.

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.


Returns - UK Orders Over £150

We are pleased to say a large proportion of our customers are delighted with the goods they've ordered. However if you receive your purchase and do not feel that it is suitable, you may return it to us in the original condition within 30 days.  In order to qualify for Free Returns your order value must be over £150.

1)     Please Notify Robert Old Directly requesting a returns label by quoting your Order Number and reason for return. Please do this via email to [email protected].

2)     Once you have done this you will be sent returns label. Please ensure this is attached to the outside of the box.

3)     UPS will then notify you of the closest Access Point to your address, where you can then drop your packages for return.

4)     Your item will then be delivered back to store and a refund or exchange will then be processed.


Returns - Europe & Rest of the World

We are pleased to say a large proportion of our customers are delighted with the goods they've ordered.

However if you receive your purchase and do not feel that it is suitable, you may return it to us in the original condition within 30 days.

When returning items, you can opt for the following options.

Option 1)

Self-return, you action the return yourself using your local shipping services.

Goods should be returned to the following address, enclosing a copy of your invoice and reason for return. It is highly advised to return items back to us using a tracked shipping service. In order to process your return as quickly as possible Its extremely helpful to send the order number and tracking information to Robert Old. Please email this to [email protected]o.uk

Mark the customs declaration form and parcel as RETURNED GOODS to avoid any unnecessary import duty fees being applied and the goods being returned to you undelivered.


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

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.

Please Note - If the package is returned and duties are outstanding you may be charged to cost of these. 


Option 2)

Shipping Label.

1)     In order to qualify for a chargeable returns label please notify Robert Old directly requesting a returns label by quoting your Order Number and reason for return. Please do this via email to [email protected]

2)     Once you have done this you will be sent a returns label. Please ensure this is attached to the outside of the box.

3)     UPS will then notify you of the closest Access Point to your address, where you can then drop your packages for return.

4)     Your item will then be delivered back to store and a refund or exchange will then be processed.

5)     The cost of the Return will then be taken off the value of the Refund. Please note returns costs are not controlled by Robert Old. *

*If for any reason the cost of return is more than half the value of the order a member of the team will notify you via email. If the cost if lower, we will assume the cost is acceptable to proceed with the return. Evidence of the cost of return can be made available on request. The Cost of returning an item is dictated by our shipping provider.


Dispatch Timeline

  • Our team will always aim is to process in stock items as quickly and accurately as possible (24 hours during the working week Monday to Friday(1pm)).
  • Orders placed on weekends or bank holidays will be shipped on the next working day.  
  • Where possible orders placed prior to 1pm local time will be shipped the same day.
  • Items places on Pre Order, once we have received the order and investigated the lead time a member of the team will be in touch via email to advise as soon as possible. Please note no payment will be taken until items are ready for despatch in store.

Packaging

Our team take great care in making sure every item is packaged safe and securely.

  • Shoes – Packaged wraped in tissue and placed in a well fitted packaging box.
  • Clothing – Where the item comes folded this will be packaged in a plastic cover then wrapped in a tissue layer, depending on the item a box or express pack will be used as appropriate.
  • Larger Items – Items such as large coats and tailoring where appropriate we aim to package in a hanging box to avoid creasing. 
  • Aftershaves – Will be wrapped in bubble wrap and then boxed. Please note Aftershaves are only available to ship withing the United Kingdom.

Our Shipping Partner

Robert Old has a long relationship with UPS and Royal Mail in delivering customers' orders all over the world in a safe and timely manner. 
  • Standard Shipping Options - UPS - For all standard shipping options selected we us UPS express Saver worldwide.*
  • Express Shipping Option - UPS Express. 
On request via email we can also send packages via Royal Mail. Please contact [email protected] prior to making your order. 
  • * Robert Old reserves the right to change shipping service on your order where a service is not avalible or not viable. 
  • **Please note Royal Mail have a weight limit of 2kg outside the UK. This limits a large proportion of shoes and boots.  

Crockett & Jones Shipping

Robert Old is obliged to charge shipping for all Crockett & Jones products outside of the UK. Charges are as follows, 

  • Worldwide Shipping £18.00   
  • European Shipping £10.00
  • UK Free Shipping & Returns on orders over £150
Pre-Order 
  • When a product is not immediately available, we will order the product direct from the manufacturer. Continue to checkout to reserve this product and we will contact you with an estimated delivery time shortly.
  • Please contact Robert Old if the item is required urgently.
  • For orders including pre-order products will not be charged until the item has been prepard despatch.  
  • *Please note until further notice we are unable to fulfil Pre-orders due to the ongoing Covid -19 situation, if you are still interested in placing a pre order with us during this period we will hold your order request on file until Crockett & Jones reopens. 

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