We love seeing you in-store, if you would like to make your order online and collect in-store, we will have your order ready for collection upon your arrival. To do this during the checkout process select the 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 to show this to a member of the team on collection.
• You can collect your order during normal opening times.

We’ve partnered with DHL to provide reliable shipping within the UK. If you’d like to upgrade your delivery, you can choose Express Shipping at checkout (note: exclusions may apply based on your location).

Shipping Rates:

• Orders under £100: £7.50
• Orders over £100: Free Premium Shipping
• Express Shipping: £15.00 (DHL Express next working day before 12pm, for orders placed before 1pm)

Please note: Orders being delivered to the Channel Islands are exempt from VAT. To reflect this at checkout, we have listed Jersey and Guernsey as separate 'Country' options. Simply select your Island to remove the VAT.

If you need any assistance, feel free to call us on +44 1202 290832.

We hope you’re thrilled with your Robert Old purchase! However, if you decide it’s not quite right, you have 30 calendar days from the date of receipt to return any items.

Please ensure that returned items are:

• Unworn
• In their original packaging
• With tags attached

When returning, kindly include your name and order number in the parcel, and send it to:

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

Exchanges:

If you’d like to exchange an item, please contact us at store@old.co.uk so we can help arrange the best alternative for you. If you need further size advice, we’re happy to assist you via the same email.

Return Shipping:

The cost of return shipping is your responsibility. However, we will cover the shipping costs for any exchanges due to sizing issues. Please note that returned items remain your responsibility until they reach us. For peace of mind, we recommend using a trackable service or purchasing shipping insurance.

Alternatively, you can drop your return off at our store, where we’ll happily arrange a refund or exchange.

Refunds:

Once we receive and inspect your returned item(s), we’ll notify you about the status of your refund. If approved, a refund (excluding shipping costs) will be issued to your original payment method. Please allow time for your card issuer to process the refund.

We ship internationally via DHL to any country within our delivery network. To provide you with an exceptional service, our international shipping charges are offered at a flat rate:

• Orders under £250 (Excluding VAT): £20.00
• Orders over £250 (Excluding VAT): Free Shipping
• DHL Express Shipping: £35.00 (Excluding VAT) — available for orders placed before 1pm UK time.

Important Information:

• Taxes and Duties: Customers are responsible for any applicable taxes and duties before delivery. DHL will contact you directly with further details, so please monitor your email for this notification. For more information, visit our Taxes & Duties page.
• Free Shipping Threshold: The free shipping threshold is calculated in GBP (£) and will automatically adjust to your payment currency based on the current exchange rate.
• Robert Old reserves the right to change the shipping service for your order if the selected service is unavailable or not viable. In such cases, we will notify you in advance.

We hope you’re thrilled with your Robert Old purchase! However, if it’s not quite right, you have 30 calendar days from the date of receipt to return any items.

Return Guidelines:
Please ensure that returned items are:
- Unworn in new condition
- In their original packaging
- With tags attached

When returning, include your name and order number in the parcel, and send it to:

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

Important:
Be sure to mark the customs declaration form and parcel as "RETURNED GOODS" to avoid unnecessary import duties or the package being returned to you.

Exchanges:
If you wish to exchange an item, please contact us at store@old.co.uk so we can help arrange the best alternative. If you need size advice, we’re happy to assist you via the same email.

Return Shipping:
Return shipping costs are your responsibility, and returned items remain your responsibility until they reach us. For peace of mind, we recommend using a trackable service or purchasing shipping insurance.

Returns Label Service:
Alternatively we can provide return labels via DHL upon request. Please note that this is a chargeable service which we will invoice for separately. For more information, contact us at store@old.co.uk.

Refunds:
Once we receive and inspect your returned item(s), we will notify you of the refund status. If approved, a refund (excluding shipping costs) will be processed to your original payment method. Please allow time for your card issuer to process the refund.

Robert Old has a long relationship with DHL in delivering customers' orders all over the world in a safe and timely manner. The majority of orders are posted using DHL's exemplary services unless otherwise not available.

• Express Shipping Option - DHL Express.

If you require a specific service such as Royal Mail or UPS please contact our custsomer service pior to order. Please contact store@old.co.uk.

• * 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.
• Fragrances are a controlled substance and require a license to ship internationally. Therefore we are only able to ship these within the UK.  

When a product is not immediately available, we will order the product direct from the manufacturer. Continue to checkout to order 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 only be charged when we have confirmed the item is available.

If you wish to cancel your order, you may do so provided the shipment has not yet been collected by our shipping partner. To cancel your order, please contact us as soon as possible via:

Email: store@old.co.uk

Phone: 01202 290832

Prompt communication is crucial to prevent your order from being shipped.

Orders That Have Already Shipped

Once your order has been dispatched, it becomes the customer’s responsibility to accept delivery and cover any associated costs, including but not limited to:

• Local VAT
• Service charges (Brokerage fee's)
• Import duties

If these charges are unpaid or the delivery is refused, your package will be returned to us by the shipping carrier, potentially incurring additional fees. These costs will be deducted from any refund amount, and only the remaining balance will be refunded. A breakdown of charges can be provided upon request.