How to shop
-
How do I place an order?
To place an order with Ralph & Russo you can order through our online boutique. To do this you will need to navigate to a product page and follow the prompts starting with the 'Quick Buy' or 'Add to Bag' button. To further your transaction you will then have to click the 'Checkout' button on the mini basket or shopping bag page. Alternatively, you can purchase with Ralph & Russo by calling out Client Care Team who will be happy to place an order over the telephone for you.
-
What should I do if an item I want is unavailable?
If you cannot find the item or size you require, we invite you to contact our Customer Care Team through our enquiry form or by calling us on +4420 3962 2325 who will do their best in assisting you to find the piece you are looking for.
-
Can I still order a past season item?
Past season styles may not be available to purchase online and availability in stores may be limited. For further details please contact our Customer Care Team who will be able to advise further.
-
Can I order by telephone?
Ralph & Russo do offer the option to purchase over the telephone. To place an order with our Client Care Team, please contact us on +4420 3962 2325.
-
How do I find a specific item?
If you know exactly what you are looking for, you can search Ralph & Russo online by product style under the main menu. In some instances, you may also find that the piece you are looking for doesn't feature on our website. In which case, you can also speak to our Client Care Team who will be more than willing to assist you further.
-
What happens if my payment is declined?
If you are experiencing difficulty completing your transaction there could be a variety of reasons as to why your bank is declining the transaction. Firstly, check that the details you have entered into the checkout match the details on your bank card. If all details are correct, and your transaction is still being decline, you should contact your card provider who will be able to give you further visibility on your transaction.
-
How do I contact customer care?
If you have any questions which are not currently answered on our site, please contact our Client Care Team either by using our enquiry forms, or by telephone +4420 3962 2325, or our live chat facility. Our contact hours are Monday - Friday, 09:30 - 17:30 (GMT+0)
Payment
-
Which payment methods do you accept?
At Ralph & Russo online we accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay & Amazon Pay.
-
When will my credit card be charged?
When an order is placed, Ralph & Russo request a pre-authorisation for the value of the order from your bank to ensure the funds are available. When your item is shipped is the point at which we take payment.
-
Is it safe to use my credit card?
The security of your details is of top priority to us. To ensure that your shopping experience is safe, simple and secure Ralph & Russo online payments are PCI DSS compliant. For more information on this, please refer to our full Terms & Conditions.
-
Is my personal information kept private?
All information shared with Ralph & Russo is private and confidential. At no point will we share, rent or sell your personal information without your prior consent. For more information on this, please refer to our full Terms & Conditions.
-
What happens if my payment is declined?
If you are experiencing difficulty completing your transaction there could be a variety of reasons as to why your bank is declining the transaction. Firstly, check that the details you have entered into the checkout match the details on your bank card. If all details are correct, and your transaction is still being declined, you should contact your card provider who will be able to give you further visibility on your transaction.
-
Which currency can I use to place my order?
We currently offer payments to be made in British Pound Sterling; US dollar; Hong Kong dollar; Euro; and Australian dollar.
Delivery & Shipping
-
What delivery services does Ralph & Russo offer?
Ralph & Russo offer complimentary express worldwide shipping. In certain countries we also offer a wider choice of delivery options such as next day, same day, Saturday delivery and nominated day delivery.
-
How much does delivery cost?
We offer complimentary shipping worldwide. Should you wish to use another shipping option (which are currently only available in specific regions) the price will be shown at checkout.
-
How long will it take for my purchase to be delivered?
For any countries within the EU delivery can take around 2 - 3 working days (unless another delivery method has been selected). For shipments outside of the EU, delivery can take 2 - 5 working days. You will receive further information regarding your items delivery date on your order confirmation. However, please do note that if you order a piece that is made using exotic materials then delivery can take between 6 - 8 weeks as pieces made using exotic materials require CITE documentation in order for it to be shipped outside of the UK. If you place an order for an item made using exotic materials, we will contact you to confirm the shipping arrangements after purchase.
-
What countries does Ralph & Russo ship to?
Ralph & Russo offer complimentary worldwide shipping and returns to most jurisdictions. Please note, there are some countries we can not shipped to. This list can be found in our Terms & Conditions.
-
Can it be delivered to work?
Yes, we are able to deliver to all addresses that are most convenient to you except PO Boxes. To do this, you need to ensure that during checkout you enter the correct address for shipping which may be different to your billing address.
-
Does Ralph & Russo deliver to PO Boxes?
We are currently unable to ship to PO Boxes.
-
Can I collect my order instead?
Unfortunately online orders cannot be collected from our retail destinations.
-
Can I amend my delivery address once the order has been placed?
Once your order has been placed, you cannot change the delivery address. However, should you need to do this, you can call our Client Care Team who will be able to assist further.
-
How can I track my order?
Once your order has been dispatched, you will receive an email containing your airway bill number (AWB) and a link to the tracking portal for the courier service being used for your shipment. You can also track your parcel using the Track Order function in the footer of this website.
-
If I did not receive an email how can I track my package?
If you have not received a dispatch confirmation e-mail, please contact our Client Care Team and they will be able to provide you with further information.
-
My order shows delivered and I did not receive my package. What should I do?
We take matters like these very seriously. If your package shows delivered and you have not received your order please contact our Client Care Team who will assist you further and raise an internal investigation.
-
Will my parcel be insured and will I have to sign for it?
Your online order is insured by Ralph & Russo during the time it is in transit and until it is delivered to your chosen delivery address. For security reasons, all purchases made on RalphandRusso.com require a signature for delivery and this is when the responsibility of the goods is passed to the consignee.
-
Will there be additional duties or taxes payable on my purchase?
Customers may be charged and will if so be responsible for import duty or tax costs. These costs will be invoiced to you directly from our Couriers or an import broker appointed by you. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
-
Will all items from my order be shipped together?
Where possible, all items will be shipped in one shipment. However, as we fulfil some of our orders from our retails destinations internationally, there may be instances where the pieces you have selected are not all available in one retail location and therefore will be shipped separately. Should this be the case, our Client Care Team will be in contact to inform you of this.
-
Why are shipping restrictions applied to some items?
The shipping of certain products made using exotic materials, are restricted to specific countries due to the requirement of specific documentation such as CITES. For further information please contact our Client Care Team or refer to our Terms & Conditions.
-
What are CITES?
The convention on International Trade in Endangered Species of Wild Fauna and Flora is a treaty protecting wild plants or animals. The purpose of CITE is to control international trade so that species are not harmed. As per the CITE treaty, a permit is required for the importation or exportation of protected species. Therefore some of our pieces require CITE documentation when being purchased outside of the EU and documentation has to be applied for on a case by case basis. In some instance this application can take up to 8 weeks to obtain which will result in a prolonged delivery window.
Returns & Exchanges
-
What is your return policy?
At Ralph & Russo we want every client to be pleased with their purchase. If for any reason you are not completely satisfied, you may return or exchange your purchase within 14 days of delivery. Please ensure that the items you are returning are new and unused, with all labels, tags and the original packaging in tact.
-
Can I exchange my item?
If the item you originally ordered does not meet your expectations and you would like to exchange the item for another size, we are happy to assist you with an exchange. Exchanges are subject to the availability of the alternative piece and adhere to our returns policy. Should the item you want to exchange be more expensive that the original piece ordered, then we will arrange to take payment for any excess. Similarly if the item you want to exchange is of lower value to the original piece, then we will issue a refund for the differing value. In order to arrange an exchange please contact our Client Care Team who will be more than happy to assist you arrange an exchange.
-
How do I return an item?
As soon as you've decided you'd like to exchange or return your item(s), please contact our Client Care Team and they will book a collection of your order.
-
How long does it take for a refund to be issued?
As soon as we receive your return, and it is accepted, you will receive a confirmation email and we will process your refund request. The refund will be processed to the same payment method used during your initial transaction and will take 2-5 business days to reach your bank account.
-
Can I return an item that I bought online to a Ralph & Russo boutique?
Unfortunately at this time we can not accept returns for online orders in our boutiques.
-
What should I do if I received an incorrect or faulty item?
If an item has been received in anything less than perfect condition, please contact our Client Care Team immediately who will help to resolve your issue. Similarly, if you receive an item that is incorrect, or the wrong size, please contact our Client Care Team who will remedy the issue.
-
I have received my items but it does not match my order, what should I do ?
If your order has arrived incomplete or different from what your ordered, please contact our Client Care Team who will assist you with your enquiry.
-
Can I cancel my order or an item from my order?
We are unfortunately unable to modify an order once processed. If you wish to cancel your order please get in touch with our Client Care Team as soon as possible.
-
My order was cancelled, so why do I still see a charge?
When an order is cancelled you may have a pending authorisation which is not an actual charge. Depending on the bank, it can take up to 3-5 business days for the authorisation to be removed.
Aftercare & Product Care
-
Where can I find information regarding Ralph & Russo product care?
Ralph & Russo uses the highest quality of Leathers and Materials. We have provided general maintenance instructions for specific materials on our Product Care Guide page. However, we always recommend that you consult our Client Care Team if you are in any doubts regarding the after care of your purchase.
-
How do I have an item repaired?
Ralph & Russo offers a repair service for products purchased from Ralph & Russo online, any boutique or any other authorised retailer. Ralph & Russo are subject to a 1 year warranty that covers all manufacturing faults, but does not cover wear and tear. For manufacturing faults that fall within the 1 year warranty, repairs will be free of charge. For any repairs that are out of warranty or as a result of wear and tear, there may be a charge applied to the repair. Any charges will be presented to the client for confirmation before any work is carried out. Please contact our Client Care Team for further information.
-
What should I do if I experience an issue with my product?
We recommend contacting our Client Care Team with any issues experienced with any Ralph & Russo product as soon as possible.
-
How do I maintain my purchase?
Ralph & Russo pieces are made using the finest of materials and are made using specialist techniques. For our shoes and accessories, you can learn how to clean these on our Product Care page. For Ready-To-Wear pieces, we recommend reaching out to our Client Care Team, who will be more than willing to assist you with your enquiry.
My Account
-
How do I create an account with Ralph & Russo?
If you would like to enjoy the benefits of a Ralph & Russo account, you can go to the 'Sign In/Register' section, and follow the steps to 'Create an Account' and become apart of the Ralph & Russo Family.
-
What should I do if I've forgotten my password?
If you are having trouble logging into your Ralph & Russo account as you have forgotten your password. Underneath where the password is input click 'Forgotten Password' and follow the steps to reset your password. If you require further assistance please contact one of our friendly Client Care Team members.
-
Is my personal information kept private?
Ralph & Russo take the security of our clients private data and information very seriously. We have outlined our full overview on client date in our Privacy Policy.
-
How can I change/update my details?
If you wish to update your details, log into your account under 'Sign In/Register' and under 'details' you are able edit your personal details.
-
Do I need to create a Ralph & Russo account to place an order?
You are able to shop with Ralph & Russo online without creating an account. If you register with us you'll be able to access all of your past and future purchase information.
Sizing
-
How do I know my size?
Ralph & Russo's Ready-To-Wear pieces are made in line with European sizes. We provide detailed measurements and size conversions in our size guide. Our Client Care Team are also available to assist you further with any sizing enquiries you may have.
-
What is the size range available?
Ralph & Russo's size range for our Ready-To-Wear collections are EU 34 to EU 44. For our shoes, our size range is EU 35 to EU 41. For a more detailed specification on measurements and international conversions, please refer to our size guide that can be found on our product pages.
Customisation
-
How do I personalise my item?
Ralph & Russo do not offer personalisation on any of our Ready-To-Wear pieces, Shoes or Accessories at this time. However, if you would like to discuss a Couture commission, which are fully bespoke, then please do not hesitate to contact our Client Care Team who will help assist you further.
-
Which Ralph & Russo styles are made to order?
Our Ready-To-Wear, Shoes, and Accessories collections are not available made to order. However, our Couture collections are all made to order, and bespoke commissions can also be designed.
-
What is the timescale to create and deliver my made-to-order items?
The time it takes to create a Couture piece is dependant on the complexity of the commission and design. Pieces can take between 2 and 6 months to create. For further information on a Couture commission, please contact out Client Care Team.
Having trouble finding the answer to your question?
If you have any queries or if we can be of further assistance please do not hesitate to contact us using any means preferable to you from the options below. Our Client Care Specialists will be delighted to assist you with your enquiries. They are available between 09:30 and 17:30 (GMT) Monday to Friday.
