Browsing The Site
Why does my selection say “Contact Us For Availability”?
Sometimes the computer detects nil stock. This could be when stock is moving between locations, for example. It doesn’t necessarily mean we have sold out, so it’s always worthwhile asking us for the latest stock update.
I’m shopping for something in particular, how can I find it?
You could type the product name or number into the “Search” box which shows at the top of every page
Alternatively, narrow down your selection to gender and type of footwear (men’s slippers or ladies sandals for example). Then use the handy filters on the left hand side of the page.
Are the prices shown inclusive of all charges?
The prices shown for each item are inclusive of VAT but they do not include any shipping charge. This will show on the checkout page after you have entered all of your details but before you make the final payment.
Paying For My Order
What payment methods can I use?
We accept all major credit and debit cards – Visa, Delta, Mastercard, Maestro, Solo, Switch and Electron.
What security do I have when paying online?
Your online purchase with Robin Elt Shoes is made through a secure connection that uses the latest technology to ensure that your card details are fully encrypted. Your order and card details will remain fully private and protected.
Telephone Orders (UK and International)
Can I place my order over the telephone?
For payment cards where the billing address is not a UK address we are unable to take telephone orders.
For payment cards where the billing address is a UK address we are able to take orders over the telephone. Please call us on 01452 727308. Please have the style, colour and size ready when calling. Please also note that for any orders valued under £39.00 there will be a delivery charge of £3.99.
Checkout Page Problems
I’m having difficulty on the checkout page
Most checkout page problems occur when information is missing or incorrectly filled in. Missing or incorrect information will be indicted by red boxes with red guidance text. Please check that the address and postcode submitted in the “Billing Information” exactly matches that held at the bank where the payment card was issued. A quick look on your bank statement will help here.
After I've Placed My Order
What happens once I’ve placed my order?
You will receive an auto-generated email confirming your order Please check this carefully. If you notice any errors please contact us and we’ll endeavour to make the changes prior to processing the order.
When do you take my payment?
No payment is taken until such time as we have physically checked that the stock is available and it has passed inspection in readiness for despatch. In the meantime your bank will reserve the payment.Payment is then only taken when your order has been processed and you will receive an auto-generated email to confirm this.
Why have you emailed me about a payment problem?
When you submit your order there are validation checks carried out with the payment card issuer. If the issuer of the card used raises any alerts due to any payment discrepancies we shall notify you by email. Once these are resolved and once we have processed your payment you will receive an auto-generated email as confirmation.
Why have I received an email to say that, unfortunately, my order is cancelled?
Sometimes our stock may not pass our inspection and we have to cancel your order, if that item is the last pair in stock.
In this instance we do not take any payment and funds are released back into your account, by your bank.
Can I change my order?
Once you received the email that says “Your Order Has Been Processed” we are unable to make any changes. Until this time, however, please contact us and we’ll do our best to help.
Can I have an item delivered to a Robin Elt store?
You certainly can. You may choose any one of our stores at the checkout stage as the Collect In Store address. The service costs you nothing and you will receive either a phone call or an email to let you know that the goods are ready for collection.
How soon may I pick up a Collect In Store order?
Goods will be ready for collection within 7 working days of receipt of your order (or even sooner!)
What do I need to take with me when collecting my goods?
You'll need to take your order confirmation which you will have received by email when you placed your order
I ordered more than one item but haven’t received everything
We despatch from different locations and, on multiple product orders, it’s possible that your goods will arrive at different times.
Another possibility is that we may have had to cancel an item from your order as the goods did not pass inspection but we always endeavour to contact you before your order is processed.
How do I return my item(s)?
If you would like to return or exchange an item, for whatever reason, you may do so as long as the goods are unused and in a saleable condition and as long as it is within 14 days of your receipt of the goods. Please visit our “Delivery and Returns” page for full details: http://www.robineltshoes.co.uk/store/content/10/Delivery-%26-Returns/
. Please note that we do not pay for the cost of returning an item.
Our extended Christmas Returns Policy applies to any purchase. You may return these goods at any time up to and including January 15th 2018.
I have received my order but the goods are faulty
If you have a problem with your goods you’ll need to return them to us by following the normal returns procedure.
Please note that we're unable to comment on faults until we have received and inspected the item(s).
If we subsequently agree that there is a fault we’ll refund the cost to you of returning the goods as well as the value originally paid for the item(s).
If you would prefer a replacement or an exchange please indicate this on paperwork enclosed with the goods.
Can I return my goods to a Robin Elt store?
Yes, you may take your goods to any one of our High Street stores. You will need to also take your sales receipt and the returns form. These were both enclosed in the parcel with the goods. Any refunds will be credited back to the payment card that you originally used so please remember to take it with you.
My chosen shoe is shown in continental sizes. How do I know what the equivalent UK size is? (Or vice versa!)
Next to the size selection box there is a clickable link to the size guide. This will show the equivalent sizes for that style
Please note that some brands/styles (Timberland, for example) are marketed and sold in U.S sizes.
Is there such a thing as a shoe that is a “true fit”?
The simple answer is no! Sizing of footwear will vary dependent upon brand, style and even the shape of your foot.
How do I know the widths of the shoes?
Unless indicated otherwise in the product descriptions all footwear featured on the website is marketed as average width fittings for that brand.
More information can be found at http://www.robineltshoes.co.uk/store/content/44/Fittings-Guide/
The colour of the shoes I have received differs from that on my screen
We strive to ensure that all colours are faithfully produced but online colour production will be affected by the settings of your monitor/tablet etc.
Styles Not On Website
I’m interested in buying an item but can’t find it on the website
That’s no problem. If you contact one of our stores the team there will look into the possibility of securing your chosen shoe and will deal directly with you. Contact details can found at:
Do you sell gift tokens?
At the moment we don’t sell gift tokens.
My Answer Is Not Here
If you still cannot find the answer to your query please contact us and we’ll be only too pleased to help
Email: Please send your query to firstname.lastname@example.org and we’ll get right back to you
Telephone: The webstore number is 01452 727308. Please note that we operate office hours (Mon-Fri 9 a.m. to 5 p.m. excluding Bank Holidays). Out of hours, please leave a message.
Contacting a store: Store contact details can be found at http://www.robineltshoes.co.uk/store/content/16/Our-Stores/