Free UK Delivery
Free Collect In Store
30 Day Returns

Frequently Asked Questions

Please select the subject below and click for more information.
  • I have only received part of my order.

    We dispatch form multiple locations across our business. We always try to send orders from one location but occasionally the order will be split into multiple deliveries. You will not be charged for multiple deliveries but items dispatched from our stores may arrive slightly later than items dispatched from our warehouse, which will usually arrive next day.

  • I want to place an order, but don't want to do it online.

    That's no problem, choose which shoes you'd like, take a note of the style name or number and call us on 01721 725 705. We can process your order and take secure payment by credit card. We will email your order confirmation to you. If you choose to collect your shoes in one of our stores, please take this confirmation with you when you collect your shoes.

    Our office is open Monday-Friday, 9:00 am - 5:30 pm.

  • How do I cancel my order?

    If you've placed an order and changed your mind, it's best to call us on 01721 725 705. If you can't call us during our office hours, send an email info@rogersonshoes.com with "Order Cancellation" as the subject. If the order has not been dispatched, we will stop the order being processed and issue a full refund. If the order has already been dispatched, we'll ask you to use our returns procedure.

  • Where is my order?

    We will email you with a tracking code when we dispatch your order. Once we have dispatched your order, you can check the progress of your order using this tracking number. If you believe your order is late, please contact us on 01721 725705 or click here to contact us.

    Our delivery partners are DPD and Royal Mail. All Royal Mail deliveries in the UK and most outside the UK are on a tracked and signed service.

    If you have chosen DPD to make your delivery, DPD will send you notifications the day your order is out for delivery. The notification will include a delivery window, and a link so you can see where your order is. You can also re-schedule your delivery. DPD will send delivery updates to the mobile telephone number or email address you provided when you placed your order.

    If your order is later than the estimated date we gave when you placed your order, please contact us as soon as possible.

  • Do I need to set up an account to place an order?

    It is not necessary to set up an account to purchase online, but there are advantages!

    It's easy to set up an account if you are placing an order, after your payment has been accepted, just add a password. You'll then be able to log in and check on the process of your order. You can save multiple addresses for use in the future and speed up checkout in future.

  • What payment methods do you accept?

    Our website checkout uses Sagepay, a leading payment gateway with 128-Bit SSL encryption. You may pay using credit or debit card and Paypal on our website.

    We accept credit or debit card for telephone orders. Our stores accept credit or debit cards and cash.

    Please note we do not currently accept American Express.

  • Do your prices include VAT?

    The price at the checkout will automatically display the correct price for your country. If your order is for delivery outside the EU,  VAT will be removed.

    If you are logged in to our website and your delivery address is outside the UK, prices shown will be without VAT. 

  • Can I change my delivery address?

    Yes, in most cases we'll be able to change your delivery address, if your parcel has not been dispatched. If we haven't sent your order yet, call us on 01721 725705 during our office hours.

    If you have chosen DPD as your delivery method, you'll receive a notification on the day of delivery. You can reply to this message and change your delivery address or reschedule. We can only offer this service if you provide a valid email address or mobile phone number. If you do choose to alter your delivery instructions with DPD we are not responsible for lost items.

  • When will my order arrive?

    UK Deliveries: We offer several different shipping types at checkout. The available delivery options for your postcode will be displayed at checkout along with an estimated delivery date.

    • Next Day* – delivered next working day on orders placed before3 pm.
    • Express delivery – delivered within 2-3 working days of placing your order.
    • Free standard delivery* – delivered within 3-5 days of placing your order.

    Saturdays, Sundays and Bank Holidays are non-working days.

    *Please note we are unable to offer this service to the following UK locations: AB36-AB38,AB55-56,FK17-FK21,IV1,IV10-28,IV3,IV30-32,IV36,IV4,IV5,IV52-54,IV6,IV63,IV7,IV8,IV9,KW1,KW10-14,KW2-9,PA21-26,PH30-41,PH49-50

    International Delivery: Our checkout will display the available delivery options for your country and estimated delivery date. Please click here to see the list of countries, charges and timescales we currently deliver to.

  • Can I track my delivery?

    UK Deliveries: Delivery to UK addresses will receive tracking information whether you choose DPD or Royal Mail to deliver your order.

    If you choose DPD as your delivery option, you will receive the best tracking service available from dispatch through to delivery. On the day of delivery, you will receive an email or text from DPD using the email address you provided at checkout. This allows you to track your order, make changes to delivery address or provide instructions to the driver.

    European Deliveries: DPD offer the same tracking service to many European addresses. Where we can't offer a DPD service, we offer a Royal Mail tracked service where available. Visit our International Delivery page to check what services are available to your country.

    Please note that if you choose to make any changes from the original address provided you do so at your own risk. Rogerson shoes will not be responsible for any loss of goods if you change your delivery instructions.

  • Has my order been dispatched yet?

    We'll send you an email to tell you your order is being dispatched on the day our couriers collect it.

    If you chose DPD as your delivery method, you will receive an email or text message from them on the delivery day. You can choose to reschedule your DPD delivery by replying to the email or text message.

  • Can I collect my order in store?

    Yes - and it's FREE! When placing your order online please select the store you would like to collect your shoes from. We will contact you when the shoes are ready to collect. We have 13 stores, you can find your nearest store here.

  • Will I need to sign for my order?

    Yes - we send all orders on a signed for service. All UK and most of our International delivery services are tracked. DPD send a text or email on the day of delivery that will allow you to re-schedule. If you choose to use a "Safe Place" delivery service (i.e. with no delivery signature), we are not responsible for lost items.

  • Why can't I choose Next Day delivery?

    We offer next day delivery on products in stock in our main warehouse to the majority of UK mainland addresses. If one or more of the products you would like to order are being shipped from another warehouse, or your delivery address is in the list of postcodes our courier can't deliver to on a Next Day service, Next Day delivery will not be offered as an option when you checkout.

  • What are Rogerson Shoes delivery charges?

    We offer various delivery options with DPD, who we've found to be reliable, quick & user friendly. It's important to us to get your exciting, new shoes to you as quickly and securely as possible!

    Next Day Delivery (UK Mainland) £2.99

    Guaranteed Next Working Day UK delivery, for orders placed before 2 pm, costs £2.99. This is an interactive, tracked delivery service. DPD will contact you by text and email to give you a one-hour delivery window on the day of delivery. You can reply to DPD, choosing an alternative delivery address or postponing delivery.

    If you place your order after 2 pm, we will dispatch it the next working day. You can also pick a delivery date when you place your order.

    "Working Day" means Monday to Friday. Due to courier restrictions, we do not dispatch at the weekend or on Bank Holidays.

    Next Day delivery may not be available to all UK postcodes. If your postcode is exempt, the Next Day option will not be available at the checkout.

    Next Day delivery is available on all items in stock in our central warehouse.

    Express Delivery £1.99

    Express delivery takes 2-3 working days and is an interactive, tracked delivery service. DPD will contact you by text and email to give you a one-hour delivery window on the day of delivery. You can reply to DPD, choosing an alternative delivery address or postponing delivery.

    Express delivery is available on all items.

    In most cases, we are able to deliver within 2 working days. Certain postcodes will take 3 working days.

    Free UK Delivery

    We offer free delivery on all UK orders, including sale products. Free delivery takes 3-5 working days. Our checkout will display the estimated delivery date. This is an interactive, tracked delivery service. DPD will contact you by text and email to give you a one-hour delivery window on the day of delivery. You can reply to DPD, choosing an alternative delivery address or postponing delivery.

    Free Collect In Store

    We can deliver your items free to one of our 13 stores for you to collect. This will take 2-5 working days. The store will notify you when your order is available for collection. Our checkout will display the estimated delivery date.

    "Working Day" means Monday to Friday. Due to courier restrictions we do not dispatch at the weekend or on Bank Holidays.

  • When will I receive my refund?

    If you return an item to our warehouse, we aim to process your refund the day we receive your returned item. It may take up to 5 days for the refund to appear in your bank account depending on your bank.

    If you return an item you've bought from our website to a store, the store will refund the item back to your card. The store can only do this if you take the card you paid with and your delivery note with you. If you paid with PayPal, the store will accept your returned item and contact Head Office who will process a refund. We process PayPal returns within one working day.

  • How do I exchange an item?

    The fastest way to exchange an item is to place an order for your desired item online and then return the unwanted item for a refund. Refunds for any returned items will be processed on receipt and inspection of the returned goods.

  • Can I return my order to a store if I bought online?

    Yes, you can return all or part of your order to a store, so long as your shoes are in pristine condition and in their original box. The store will be able to refund your order if you have paid by credit or debit card. If you have paid by PayPal the store can take your goods back and your PayPal refund will be processed centrally. For a list of our store locations and contact details, click here.

  • Can Rogerons re-sole my shoes?

    If the shoe is in good condition but the sole has worn or the heel needs replaced, then it is worth getting the shoes repaired by a good quality cobbler before permanent damage is caused.

    Crockett & Jones, Barker, Mephisto and Think! provide a resoling service. The shoes are sent back to the factory for this refurbishment service. The results are excellent but please be aware that this process can take up to 12 weeks.

    For further information on using these re-soling services and the costs involved please contact us by emailing info@rogersonshoes.com, call us on 01721 725705 or click here for our full contact details.

  • Caring for your shoes

    We hope that you are delighted with your purchase.  Buying shoes can be an investment so once you have spent your hard earned cash you will want to take care of them so that you get best wear and value from them. A little time and care to look after your shoes can help lengthen the life of the footwear.

    Here are our top tips for getting the most out of your shoes:

    Shoes with leather soles 

    For the first few occasions try and wear your shoes in dry conditions. This allows grit to compact on the bottom and stop the sole because leather soles can expand and become slippery in wet conditions.  You may also want to consider getting an expert cobbler to fit a fine half rubber sole which will help protect your the leather sole and improve its longevity.

    Protect your shoes 

    Please use the recommended product for your particular shoe. Regular cleaning and polishing will maintain and enhance the look of your shoes. Even before you wear your shoes for the first time, give them a little love and attention and protect them with polish and/or protector spray.

    Maintain your shoes

    1. Use a damp cloth to wipe down your shoe and remove any superficial dirt and stains.  A range of products can be used to remove stubborn stains and marks.
    2. Leather uppers require to be nourished regularly and benefit from a good quality shoe cream with a soft cloth or brush and will protect and add shine. A coloured shoe cream will penetrate the leather and restore the colour, while a delicate cream or Perfect Gel will clean and care for more delicate leathers. Shoe creams should be applied in circular movements with a soft cloth and polished with a soft brush or polishing mitt.
    3. A protector spray can be used on most finished (not plastic or patent leathers), if used regularly this product will repel water, snow, and dirt.
    4. Suede can be cleaned using a rubber suede brush or gum block to remove stubborn marks and protected using a specialist suede protector spray.
    5. Nubuck leather can be treated like suede, using a suede protector spray, or if yours is an oiled nubuck shoe or boot then a specialist oiled nubuck product will removal the oils in the nubuck and waterproof and protect the shoe.

    Invest in a least one pair of shoe trees.

    We would recommend good quality unfinished cedar shoe tree. Their job is to draw out perspiration and maintain the shape of the shoe as they dry out, and release a pleasant aroma.  A couple of hours with the shoe trees in the shoe is enough to allow the shoe to return to its correct shape after wearing.

    If you are caught out in the rain

    Stuff your shoes with newspaper and allow to dry slowly, and away form direct heat. Radiators and the like can dry and crack the leather.  Before they are completely dry remove the newspaper and insert a shoe tree to help reshape the shoe.

    Rotate your shoes

    The fine leathers used in most of our shoes require a full 24 hours to dry out from natural perspiration or rain so we recommend not wearing the same shoes on successive days.

    Use a shoe horn

    A shoe horn can help to prevent damage to the back of the heel and shape.

  • I have a question about size and fitting

    We sell a broad range of products mostly from Europe. In our experience, no two products fit exactly the same and we would like to help you select the best fitting shoes for your needs. 

    We have advice on choosing the correct size here.

    If you would like any advice on fitting please contact us by emailing info@rogersonshoes.com, call us on 01721 725705 or click here for our full contact details.

  • Are your shoes waterproof?

    We sell many different types of footwear, all of which we believe to be good quality. Products with a GORETEX®, Sympatex or xxxxtex lining are guaranteed waterproof.  Due to the different nature of construction techniques and natural qualities of leather, we do not guarantee any of our other products to be waterproof unless otherwise stated.

    If you would like to check on the waterproofness of any of our products, please contact us by emailing info@rogersonshoes.com, call us on 01721 725705 or click here for our full contact details.

  • I cant find what I am looking for

    Not all our products are listed on the website and we hold a huge range of shoes throughout our business, we can usually help you find something suitable. If you are looking for a specific item and cannot find it on our website please contact us by emailing info@rogersonshoes.com, calling us on 01721 725705 or click here for our full contact details.

  • Where is my nearest store?

    We have stores 13 stores in Scotland, located in Ayr, Callander, Edinburgh, Galashiels, Glasgow, Inverness, Kelso, Largs, Oban, Peebles, Perth and St. Andrews. For a map, opening hours and contact details, click here.

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