Shipping & Returns

Shipping Information

Your order will be shipped by our courier service once payment has been approved and the delivery/billing address has been verified. We aim to ship your order within 24 hours (excluding weekends). Though, please bear with us while we adjust to COVID-19. Your order may take a little longer than usual to arrive.

If you find your order is damaged or faulty please notify us within 24 hours. Email customerservice@rupertsanderson.com or call +44 (0)207 491 2258

Europe, US and Rest of the World

All orders shipped to the US or any country that is a member of the EU, will have Delivery Duties Paid to avoid import taxes when received at their destination.

For orders to all other non-UK destinations, please note that we are not responsible for any import duties or taxes levied by the destination country.

Returns

We are pleased to offer complimentary returns on all UK and full-price orders worldwide. For residents in Europe and USA who would like to return sale or archive shop items, the charge of £20 will be deducted from the refund, and £30 for the Rest of the World. Customers are given 14 days to arrange to return their order for a refund or exchange.

Customers are given 14 days to arrange delivery to return the order for a refund or exchange. Customers residing in the UK or wishing to exchange can arrange a free collection from DHL. Items must be returned new, and unused, with all original packaging and undamaged shoe box. All correctly returned items will be credited to the original method of payment excluding international customs duties and sales taxes. Refunds can take up to 5 working days to complete.

Return instructions:

• Please click here and use our Returns Portal to request your return.

If you are unable to proceed using our Returns Portal, please follow the instructions below:

1. Contact customerservice@rupertsanderson.com with a note of intention to return. Please quote the order number in the request.
2. Once the return request is acknowledged by Customer Service, you will receive return labels and custom invoice (if outside the UK).
3. Carefully pack the returned item(s) and address to: E-commerce, Rupert Sanderson, 19 Bruton Place, London, W1J 6LZ United Kingdom.
   (If outside the UK, please give a copy of the customs invoice to the delivery agent and one visibly attached on the box)

For further information or assistance regarding your order, please contact Customer Service either by email at customerservice@rupertsanderson.com or by calling +44 (0)20 7491 2258.

Faults and defects

Every effort is made by our quality control experts to ensure all Rupert Sanderson shoes are of the highest quality.

An item is deemed faulty if it has been received in an imperfect condition or if there is a manufacturing defect within 1 year after delivery. We do not consider wear and tear to be a fault.

To return a faulty item, please contact Customer Service with a proof of purchase, description of fault and images.

All items that are deemed as faulty are thoroughly inspected by our quality control team to ascertain whether an item is faulty or whether it is fair wear and tear. In the rare event of a fault, we may be able to offer an appropriate replacement subject to availability. Otherwise we could offer a repair but please note this is not guaranteed.