Frequently Asked Questions (FAQ)

Below are the questions we are asked most often. If you cannot find what you are looking for, email us at contact@elmsleyandrowe.com or message us on WhatsApp at +44 7537 178548. We reply within 24 hours on business days.

ORDERS

How do I know my order went through?
You receive an order confirmation email as soon as your payment is processed. If it has not arrived within an hour, check your spam folder and then contact us with the email address you used at checkout.

Can I change or cancel my order?
Yes, free of charge, at any time before your order has been dispatched. Contact us as soon as possible with your order number.

Once it has been handed to the carrier it can no longer be cancelled, but you still have your statutory right to cancel within 14 days of delivery.

I entered the wrong address. What do I do?
Contact us straight away. We can amend the address free of charge at any point before dispatch. Once the parcel is with the carrier we cannot redirect it.

Why did my order arrive in separate parcels?
If your order contains several items, they may be dispatched separately and arrive on different days, particularly where an order combines UK stock with an internationally dispatched item. You receive a tracking number for each parcel, at no extra cost.

DELIVERY

How much is delivery?
Nothing. Delivery is free worldwide on every order, with no minimum spend. There is no handling fee, packaging fee or any other charge. The total shown at checkout is the total you pay.

How long will my order take?
Orders are dispatched within 2 business days of payment being confirmed. After that:

Business days are Monday to Friday, excluding UK bank holidays. These are good faith estimates, not guaranteed dates. Full details are in our Shipping and Delivery Policy.

Where do you ship from?
From two places, depending on the item. Part of our range is held in stock in the United Kingdom. The rest is sent directly by our supply partners from overseas. The dispatch origin is shown on each product page. Delivery is free either way.

Do you ship outside the UK?
Yes. We ship worldwide, and delivery is free to every destination we serve. Enter your address at checkout to confirm we deliver to your location.

Will I have to pay customs or import charges?
No. Any duties, import taxes or customs handling fees are covered by us before your parcel reaches you. Nothing is payable on delivery.

If a carrier or customs authority ever tries to charge you an import fee on an Elmsley & Rowe order, do not pay it. Contact us with the notice and we resolve it directly with the carrier. If you have already paid, send us the receipt and we reimburse you in full.

When do I get my tracking number?
You receive it by email once your order ships. Please allow up to 2 business days after dispatch for tracking to become active. Until the carrier scans the parcel into its network, tracking may show no movement or read "label created". This is normal.

If you have not received a tracking number within 4 business days of ordering, contact us.

My tracking says delivered but nothing has arrived.
Please check with others at your address, with neighbours and with any building reception, and look for a card left by the carrier. Carriers sometimes record delivery a few hours before the parcel physically arrives.

If it is still missing 2 business days after the delivery scan, contact us. We file a claim with the carrier and, if the parcel cannot be recovered, send a replacement or refund you in full.

My order is late. What now?
If it has not arrived within 5 business days after the end of the estimated window, contact us with your order number. We open an investigation with the carrier and keep you informed. If the parcel cannot be located, we send a replacement or refund you in full, whichever you prefer.

RETURNS AND REFUNDS

What is your returns policy?
You have a statutory right to cancel within 14 days of delivery without giving any reason, under the Consumer Contracts Regulations 2013. You then have a further 14 days to send the goods back.

On top of that, we offer an extended goodwill window of 30 days from delivery to return an unwanted item.

Who pays for return postage?
We do, in every case. Once your return is approved we send you a prepaid returns label. You never pay to send something back to us.

How do I start a return?
Email contact@elmsleyandrowe.com or message us on WhatsApp with your order number and the reason. We reply within 24 hours on business days with instructions and your prepaid label.

Please request a return before posting anything back, so that we can match the parcel to your order.

Can I try the shoes on?
Yes, exactly as you would in a shop. Try them indoors on a clean surface or carpet, so the soles stay unmarked. You are only liable for any reduction in value caused by handling beyond what is needed to check the fit.

Please keep the shoe box, since it forms part of the product, and post it inside an outer bag or box rather than attaching the label to it directly.

How long does a refund take?
We inspect your return within 3 business days of receiving it and confirm by email. Refunds are issued to your original payment method within 14 days of us receiving the goods back or you providing proof of postage, whichever is earlier, as the law requires.

Your bank or card issuer may take a few extra days to show the credit on your statement.

Can I exchange for a different size?
We do not process direct exchanges. The quickest route is to return the pair you have and place a new order for the size you want, so you are not waiting for the return to be inspected first. Return postage is on us either way.

Check our Size Guide before ordering, or message us and we will help you choose.

Can I return sale items?
Yes. Items bought on sale or with a discount code carry exactly the same rights as items bought at full price. There are no additional restrictions.

My item arrived faulty or damaged.
Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery for a full refund. After 30 days you are entitled to a repair or replacement, and if that is not possible, a price reduction or final rejection.

Email us with your order number and clear photographs of the item and its packaging. We cover the full cost of return and put it right at no cost to you.

If the outer packaging arrives visibly damaged, we recommend refusing delivery and noting the reason with the carrier.

SIZING AND PRODUCTS

How do I choose the right size?
Our Size Guide gives UK and EU sizes alongside foot length in centimetres, which is the most reliable measurement. Measure your foot rather than relying on the size you usually wear, since sizing varies considerably between brands.

If you are between sizes or unsure, message us before ordering and we will help you decide. We would far rather spend five minutes helping you get it right than process a return neither of us wanted.

Will the colour look exactly like the photo?
We photograph our products as accurately as we can, but colour on your screen depends on your device, its calibration and the lighting around you. Slight variation in tone, texture and finish can also occur between production batches. These variations are normal and are not faults.

If what arrives is materially different from what was described, contact us and we will put it right.

What are the sandals made of?
Materials and construction details are listed on each product page. If something you need is missing, message us and we will find out for you before you buy.

Are these medical or orthotic devices?
No. We sell footwear designed for comfort and support in everyday wear. We make no medical claims and our products are not medical devices.

If you have a foot condition, a circulatory condition, diabetes or any other health concern, please speak to a qualified healthcare professional before choosing footwear.

An item I want is out of stock. Will it come back?
It depends on the line. Message us with the product name and size and we will tell you whether a restock is planned. We only list items we can actually supply.

PAYMENT AND SECURITY

What payment methods do you accept?
We accept credit and debit cards through our secure checkout. The card types available are shown at checkout. We do not currently offer instalment plans.

Is it safe to pay on your website?
Yes. The site runs over SSL encryption throughout, and payment is processed in Shopify's secure PCI DSS compliant environment. We never receive, see or store your full card number or security code.

We never ask for your password, card security code or full banking details by email, telephone or WhatsApp. Please be suspicious of any message that does, and tell us about it.

Do your prices include VAT?
John Patrick Gale Limited is not currently registered for VAT, so no VAT is charged on your order and none is shown separately on your receipt. The price you see is the price you pay.

Are there any hidden charges?
No. Delivery is free, duties and import charges are covered by us, and there are no subscriptions, membership fees or recurring charges of any kind. The total at checkout is the total you pay.

The only cost that could fall outside that total is a currency conversion or foreign transaction fee applied by your own bank if your card is issued outside the UK.

My payment was declined. What now?
Declines are decided by your card issuer, and we do not see the specific reason. The most common causes are insufficient available balance, details entered incorrectly, a card blocked for online purchases, or a precautionary block by the issuer.

Check your details, try another card, or contact your bank.

ABOUT US

Who are you?
Elmsley & Rowe is an independent British fashion store, operated by John Patrick Gale Limited, company number 15617506, registered in England and Wales, with its registered office at 55 Arrowe Road, Wirral, CH49 1RB. More on our About Us page.

Do you have a shop I can visit?
No. We sell online only. Our registered office is an administrative address and is not open to the public.

How do you handle my personal data?
We follow the UK GDPR and the Data Protection Act 2018. What we collect, why, who we share it with and how to exercise your rights are all set out in our Privacy Policy. We do not sell your data.

STILL HAVE A QUESTION?

Email: contact@elmsleyandrowe.com
WhatsApp: +44 7537 178548
Support hours: Monday to Friday, replies within 24 hours on business days

John Patrick Gale Limited
Company number 15617506, registered in England and Wales
Registered office: 55 Arrowe Road, Wirral, CH49 1RB, United Kingdom

Last updated: 21 August 2026