Orders & Products
Are Aldren & Rowe shoes made with premium materials?
We carefully select footwear based on materials, construction, finish and design.
Specifications vary by model. Selected styles may feature full-grain leather, leather linings, Goodyear-welted construction and traditional stitched construction.
The specifications that apply to a particular product are shown on its individual product page.
Are all of your shoes Goodyear welted?
No.
Construction methods may vary between styles. Where a product features Goodyear-welted construction, this will be clearly stated on its product page.
We prefer to describe each product accurately rather than apply the same specifications to every model.
Are your shoes genuine leather?
Where a product is described as full-grain leather, leather-lined or another specific leather type, that information applies to that particular model.
Please check the individual product description before ordering.
Why are selected styles up to 70% off?
Our current promotion is a Pre-Black Friday Stock Clearance.
We are reducing selected styles and sizes from current inventory ahead of upcoming seasonal stock.
Discount levels vary by product.
“Up to 70% off” means selected products or variants may receive discounts reaching 70%; it does not mean every product is reduced by 70%.
Will sold-out sizes be restocked?
Some styles or sizes may return in the future, but we cannot guarantee that promotional stock will be replenished at the same price.
If a size sells out during the current clearance, it may no longer be available under the same offer.
Sizing & Fit
How do I choose the correct size?
Each product page includes sizing guidance to help you compare UK, EU and US sizes.
We recommend checking the size guide before ordering rather than relying only on the size you normally wear in another brand.
Fit can vary depending on shoe shape, construction and individual foot shape.
What if my shoes do not fit?
Eligible products can be returned under our 30-Day Return Policy.
Eligible exchange requests may also be made within 14 days of delivery, subject to size and product availability.
Please try footwear indoors on a clean surface until you are confident about the fit.
Can I exchange for a different size?
Yes, where the product and requested size remain available.
Contact:
within the applicable exchange period and our Customer Care team will provide instructions.
Shipping & Delivery
Do you offer free UK delivery?
Yes.
Eligible UK orders include:
Free Standard UK Delivery
unless a different delivery option or condition is clearly displayed at checkout.
How long does delivery take?
Orders are normally processed within:
1–3 business days
After dispatch, standard UK delivery normally takes approximately:
7–15 business days
Typical total time:
8–18 business days
Business days exclude weekends and public holidays.
Why does delivery take 7–15 business days?
Aldren & Rowe works with independent fulfilment and logistics partners.
Depending on product availability and delivery routing, some orders may be dispatched from fulfilment facilities outside the United Kingdom.
This allows us to offer a broader product range while maintaining our pricing structure.
Can delivery take longer?
Occasionally, yes.
Delays can occur because of high carrier volumes, Black Friday or holiday periods, severe weather, transportation disruption, security checks, address issues or carrier backlogs.
If your order passes the estimated delivery window, contact us and we will investigate.
Will I receive tracking?
Yes.
Once your order has been dispatched, tracking information will be sent to the email address used during checkout.
After the tracking number is created, carriers may require approximately 24–72 hours before the first meaningful tracking update appears.
My tracking says delivered, but I cannot find my parcel. What should I do?
First check any safe place around the property, with household members, neighbours, reception or concierge, and review any delivery photograph or carrier notes.
If the parcel still cannot be located, contact:
with your order number and tracking information.
We will review the delivery records and, where appropriate, contact the carrier.
Can an order arrive in more than one parcel?
Yes.
If products are stored at different fulfilment facilities, an order may occasionally be divided into multiple shipments.
You may receive more than one tracking number.
VAT & Import Fees
Is VAT included?
For eligible UK orders:
Yes. VAT is included in the amount charged to the customer.
Will I have to pay import fees when my order arrives?
For eligible UK orders, our fulfilment arrangement is structured so that customers should not be charged additional import fees on delivery.
We communicate this as:
VAT Included · No Import Fees on Delivery
If a carrier unexpectedly asks you to pay an import-related fee, please contact us before making the payment.
Are there hidden fees?
We do not intentionally add undisclosed delivery or import charges after checkout.
The amount and currency shown before you submit payment are the amounts associated with your order, subject to the terms displayed at checkout.
Returns, Exchanges & Refunds
What is your return policy?
Eligible purchases are covered by our:
30-Day Return Policy
The 30-day period begins on the date the order is delivered.
Please review our Return & Refund Policy for complete conditions.
Do you cover return shipping?
For approved returns under our policy:
Yes. Aldren & Rowe covers the applicable return shipping cost.
Where do I send my return?
Do not send returns directly to our corporate or mailing addresses.
We work with different fulfilment locations, so the correct return destination can vary.
Contact:
and our team will provide the appropriate instructions.
Do I have to return the item if there is a problem?
Not always.
In some circumstances, we may offer an optional partial refund while allowing you to keep the item.
You are never required to accept this resolution.
If you prefer another remedy available under our policies or applicable law, please tell our Customer Care team.
How long do refunds take?
Once an eligible refund is approved, we issue it to the original payment method.
After we process the refund, your bank, card issuer or wallet provider may require additional time before the funds become visible.
What happens if I receive the wrong product?
Contact us at:
and include your order number along with photographs of the product and shipping label where possible.
We will investigate and arrange the appropriate resolution.
What if my product arrives damaged or defective?
Contact our Customer Care team as soon as reasonably possible.
Please provide your order number and clear photographs of the issue.
Eligible footwear is also covered by our 1-Year Craftsmanship Warranty for qualifying defects in materials or workmanship.
Warranty
Do your shoes come with a warranty?
Eligible Aldren & Rowe footwear includes a:
1-Year Craftsmanship Warranty
covering qualifying defects in materials or workmanship.
What does the warranty not normally cover?
The warranty does not ordinarily cover deterioration resulting from normal wear, accidental damage, misuse, improper care or alterations made after purchase.
This does not limit statutory rights that may apply to faulty goods.
Complimentary Cedar Shoe Trees
Are Cedar Shoe Trees really included for free?
Qualifying promotional orders may include:
Free Cedar Shoe Trees
Where the offer applies, it will be displayed before purchase.
Will the Cedar Shoe Trees arrive with my shoes?
Usually, but not always.
Depending on fulfilment availability, the Cedar Shoe Trees may be packed with your footwear or shipped separately.
A separate shipment does not mean part of the order is missing.
Do I need to return the free gift if I return my entire order?
Where reasonably possible, we may ask that complimentary promotional items are returned with a full-order return.
Our Customer Care team will explain what is required when processing the return.
Payments
What payment methods do you accept?
Available payment methods may include:
Visa, Mastercard, American Express, Diners Club, Discover, Shop Pay, Apple Pay, Google Pay, Amazon Pay and PayPal.
Additional payment options may be available depending on location, currency and eligibility.
The payment methods shown during checkout are the methods currently available for your transaction.
Is checkout secure?
Our store uses Shopify's checkout infrastructure and supported payment providers.
Aldren & Rowe does not ordinarily receive or store your complete card number or card security code.
Why is my payment showing as pending?
Some payment methods require additional processing time.
A pending payment does not necessarily mean the transaction has failed.
We recommend waiting for the payment provider to complete processing before placing the same order again.
What should I do if I think I was charged twice?
Contact:
with your order number, approximate transaction amount and date.
Please do not send your full card number or security code.
Orders
Can I cancel my order?
If you need to cancel before dispatch, contact us as quickly as possible.
We will make reasonable efforts to stop fulfilment.
However, because orders may enter processing shortly after being placed, cancellation before dispatch cannot always be guaranteed.
If the order has already shipped, you may use the applicable return procedure.
Can I change my delivery address?
Contact us as soon as possible.
If the order has not entered fulfilment, we may be able to update the address.
Once the parcel has been processed or dispatched, changes may no longer be possible.
I entered the wrong email address. What should I do?
Contact us with your name, delivery address and order details so we can attempt to locate the order.
I did not receive an order confirmation.
Check your spam or junk folder first.
If you still cannot locate the confirmation, contact us before placing another order to avoid creating a duplicate purchase.
Customer Support
How can I contact Aldren & Rowe?
Email:
Customer service hours:
Monday to Friday
09:00–17:00
Response target:
Within 24 hours
Who operates Aldren & Rowe?
Aldren & Rowe is operated by:
DJ EXPERTS GROUP LLC
Florida Limited Liability Company
Florida Document Number:
L26000049991
Principal business address:
9380 SW 72nd St
Suite B 214
Miami, FL 33173
United States
Is your business address also the return address?
No.
Please do not send products to the corporate address unless our Customer Care team specifically instructs you to do so in writing.
Return destinations depend on the relevant fulfilment route.
Still Have a Question?
We want you to feel confident before and after placing an order.
If you cannot find the answer you need, contact:
We aim to respond within 24 hours during normal business days.
Aldren & Rowe
Timeless footwear. Clear information. Support when you need it.