Refund policy
Return & Refund Policy
Last updated: 30 October 2026
At Aldren & Rowe, we want every customer to feel confident when placing an order with us. This Return & Refund Policy explains your rights, our 30-day return policy, exchanges, refunds, damaged or incorrect items, and how to contact us if something does not go as expected.
Aldren & Rowe is operated by DJ EXPERTS GROUP LLC, a Florida Limited Liability Company.
30-Day Return Policy
We offer a 30-day return period on eligible products.
The 30-day period begins on the date your order is delivered, as confirmed by the carrier's tracking information.
To be eligible for a standard return, the product should be returned in substantially the same condition in which it was received. Shoes should only be tried on indoors on a clean surface and should not show signs of outdoor wear, damage, alteration or excessive use.
Original packaging, accessories and complimentary items should be included where reasonably possible.
Your statutory consumer rights are not affected by this policy.
UK Right to Cancel
Customers purchasing online in the United Kingdom may have a statutory right to cancel their purchase without giving a reason.
Where this right applies, you may notify us of your decision to cancel within 14 days after receiving your order.
After notifying us, please follow the return instructions provided by our Customer Care team.
Our voluntary 30-day return policy provides additional time beyond the statutory cancellation period and does not limit any rights you may have under applicable consumer law.
How to Start a Return
Please contact:
Include your order number, the email address used to place the order and a brief explanation of your request.
Where relevant, photographs may help us resolve damaged, defective or incorrect-item claims more quickly.
Our Customer Care team aims to respond within 24 hours.
Once your return request has been reviewed, we will provide the applicable return instructions and, where required, the return destination.
Please do not send products to our corporate or mailing addresses unless our Customer Care team has specifically instructed you to do so.
Our fulfilment network may use different return locations depending on the product, destination and fulfilment route. This allows returns to be routed to the appropriate facility.
Return Shipping Costs
For approved returns under this policy, Aldren & Rowe covers the return shipping cost.
Where a return label is required, we will provide instructions for the approved return method.
Customers should not arrange an unauthorised return using an alternative shipping method unless agreed with us in writing, as we may be unable to identify or receive the parcel.
Please retain your return tracking information until your refund has been completed.
Exchanges
We accept eligible exchange requests made within 14 days of delivery.
Exchanges are subject to product and size availability.
If the requested replacement is unavailable, we may offer another size or product, store credit where accepted by the customer, or a refund.
An exchange does not limit your statutory rights or your eligibility for a return under our applicable return policy.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, materially different from its description or you receive the wrong item, please contact us as soon as reasonably possible at support@aldrenrowe.com.
Where possible, include photographs of the item, packaging and shipping label. These help our team investigate the issue with our fulfilment partners and provide a faster resolution.
Depending on the circumstances and your applicable rights, we may provide a replacement, repair where appropriate, return and refund, or another mutually agreed resolution.
Nothing in this policy restricts your legal rights in relation to goods that are faulty, not as described or otherwise fail to meet applicable consumer requirements.
Optional Keep-the-Item Resolution
In some circumstances, particularly where returning an item would create unnecessary cost or delay, we may offer the customer an optional partial refund while allowing the customer to keep the product.
This is offered only as an alternative resolution.
You are not required to accept a partial refund, and declining such an offer does not remove any return, refund or statutory rights that otherwise apply to your order.
Any partial refund arrangement must be expressly accepted by the customer and confirmed in writing.
Refund Processing
Once an authorised return has been received and reviewed, we will notify you by email.
Approved refunds are issued to the original payment method used for the purchase.
We aim to initiate eligible refunds promptly and within the time limits required by applicable consumer law.
After a refund has been issued by us, your bank, card issuer, digital wallet or payment provider may require additional processing time before the funds appear in your account. Processing times are controlled by the payment provider and are outside Aldren & Rowe's control.
Where a refund has been issued, we will maintain a transaction record confirming the refund amount and processing date.
Original Delivery Charges
Standard UK delivery is currently provided free of charge on eligible orders.
If a customer purchases an optional premium, priority or expedited delivery service, any refund of the additional delivery charge will be handled in accordance with applicable law and the circumstances of the cancellation.
Order Cancellation Before Dispatch
If you need to cancel an order before it has been dispatched, contact us as quickly as possible at support@aldrenrowe.com.
We will make reasonable efforts to stop fulfilment.
Because orders may enter processing shortly after being placed, we cannot guarantee that a cancellation request will reach the fulfilment facility before dispatch.
If the order has already shipped, you may use the applicable return or cancellation procedure after delivery.
Products That Have Been Worn or Damaged After Delivery
Customers may inspect footwear in a way reasonably necessary to determine fit, appearance and suitability.
We recommend trying shoes on indoors on a clean, soft surface.
Where permitted by applicable law, a refund may be reduced if a product has been used or handled beyond what is reasonably necessary to inspect it and this causes a reduction in its value.
This provision does not apply in a way that limits rights relating to products that were faulty or not as described when supplied.
Promotional and Sale Items
Products purchased during promotions, including our Black November, remain covered by this Return & Refund Policy.
A reduced promotional price does not by itself remove a customer's return or statutory consumer rights.
Where an order included a complimentary promotional item, such as Cedar Shoe Trees, we may ask that the complimentary item is returned together with a full-order return where reasonably possible.
Refunds and Payment Disputes
If you believe you are entitled to a refund, have not received an expected refund, believe an order has not arrived, or have another concern regarding your payment, please contact us first at:
We aim to respond within 24 hours and will work with you to investigate and resolve the issue.
Please provide your order number and any relevant information so that we can review the order, tracking, fulfilment and payment records.
If a refund has already been processed, we can provide confirmation of the refund date and amount to assist you in checking its status with your payment provider.
Fraudulent or Abusive Return Activity
We reserve the right to review return requests where there is reasonable evidence of fraud, return abuse, product substitution, deliberate damage or other misuse of our policies.
This does not affect legitimate consumer rights.
We may request reasonable supporting information where necessary to investigate a claim.
Contact Us
For returns, refunds, exchanges or order concerns:
Aldren & Rowe Customer Care
Operated by DJ EXPERTS GROUP LLC
Email: support@aldrenrowe.com
Customer service: Monday to Friday, 09:00–17:00
Response target: within 24 hours
Business address:
DJ EXPERTS GROUP LLC
9380 SW 72nd St
Suite B 214
Miami, FL 33173
United States
Florida Limited Liability Company
Florida Document Number: L26000049991
Please note that the business address above is not a customer return address unless we expressly confirm otherwise in writing.