Contact one of our customer service team.


We want you to love your Gemma Roe products, but completely understand if things don't click - we're here to help guide you through our return process.

Gemma Roe will exchange or provide store credit for merchandise for all returns received within 14 days from the date of delivery. Returns must be unused and in their original packaging. All products are made-to-order and we do not keep stock. We will exchange any items deemed faulty on delivery. Follow our shoe size guide to ensure you select your correct shoe size as we are not able to exchange for this purpose. 

To accommodate our Gemma Roe gifters, all merchandise accompanied by a gift receipt may be exchanged for another product or for store credit within an extended 30 days of original delivery date.

We do not accept refunds for the following items:

     - Custom Orders

- Pre-orders

- Made-to-order

- Limited Editions

     - Incorrect sizes

- Incorrect colours

     - Gift Cards 

     - Any items purchased with a discount over 40% 

     - Any items labeled "Final Sale"

Gemma Roe reserves the right to refuse a return on merchandise not in its original condition or beyond the designated return period. We only accept returns for merchandise purchased directly from


All orders are pre-ordered and we will contact you once you item has been dispatched for delivery. We do not keep any stock. Estimated delivery for all items is 4-6 weeks or less. You will be notified by email once your item has been dispatched for delivery.






We have partnered with DHL to ship our international orders.




*  Please note that for orders to Russia there is a brokerage fee of 17 USD for orders over 200 Euro that will be charged upon delivery. In addition, you will be contacted by the carrier and will be asked to give an ID number for tax purposes.

For more information please visit the DHL Help Centre.


What courier companies do you use?

We use DPD for deliveries within the UK and we use DHL for deliveries to all other countries.

What countries do you deliver to?

We ship worldwide.

Do you ship to the United States?

Yes we do.

Do you gift wrap?

We do not currently gift wrap, however your order will arrive in a Gemma Roe box and dust bag.

Do I have to pay customs and import charges?
If your order is being delivered within the UK you will not pay duties fees.

If your order is being delivered within the US you will not pay duties fees.

For international orders you can now pay for duties and taxes at the checkout page to ensure there are no surprising costs or customs delays. Please note that if you choose to return your order the duties and taxes will not be refunded.

Do you deliver to PO Box addresses?
No, we cannot deliver to PO Box addresses.

Do you deliver to Freight Forwarding addresses?
No, we cannot deliver to freight forwarding addresses, with the exception of Aramex House.

Do you deliver to hotels?
Yes, we can deliver to your hotel.

Do I have to sign for delivery?
Yes, we will require a signature upon delivery for all goods shipped.

DPD and DHL can deliver to certain destinations without obtaining a signature. Please note, that if you choose this option and no signature is collected, either leaving in a safe place or with a neighbour, you agree to our terms and conditions and, confirm that Gemma Roe can leave your package(s) outside the premises at the shipping address provided by you or with a neighbour without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur. On occasion, DPD and DHL may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.

Can I track my shipment?

Yes, once your order is dispatched from us you will receive an email of notification from us including your tracking number for DPD or DHL.

Can I change my delivery address once my order has been placed?

No details, including the delivery address can be changed. Your order can be cancelled or recalled and a new order will have to be placed using the new details.


Returns for store credit or exchanges must be received within 14 days of delivery.

  • Book your return at

  • Fill out the form included in your order.

  • You will be notified by email once your return has been received and processed.

A return request outside of the 14 day window may be accepted at our discretion. Please contact us with your enquiry.

A return shipping label has been included in your original shipment. Please pack the return shipment using all original packaging materials and secure the return label to the top of the box. Then, bring the return package to your local DPD or DHL pick up location. If you have lost the return label or require further assistance, please contact


The shipping charges you will incur through returning an order are as follows. (This will be taken from the total of your refund, rather than charge your card again).

UK: (£10)

US: (£15)

EU: (£15)



The original shipping charges will not be refunded.

If you have been charged duties and taxes these will not be refunded.

You will be notified by email once your return has been received and processed.


Store credit will given once the returned items has been received. 

The original shipping charges will not be refunded.

If you have been charged duties and taxes these will not be refunded.

You will be notified by email once your return has been received and processed.


Refunds for faulty goods (please see FAQ’s) will be credited back to the card originally used for payment.

The original shipping charges will not be refunded.

If you have been charged duties and taxes these will not be refunded.

You will be notified by email once your return has been received and processed.

We will send you an email once your return has been received to let you know whether or not your return has been accepted. If your return is approved, then your refund will be processed within 5 business days, and a credit will applied to your Gemma Roe account. Note that it may take several weeks for the credit to appear on your credit card statement. Any questions regarding the status of your refund should first be addressed to your credit card company. If your return is not accepted, we will notify you via email with our explanation, and we will return the merchandise to you.


Shipping rates, taxes and duties will be auto-calculated by DHL upon checkout. You are responsible to pay for the calculated duties and/or taxes as determined by country of destination at this point. For returns or exchanges, you are responsible for sending item(s) back to Gemma Roe at your own cost. Item(s) must be sent back within ten days of receiving the merchandise. You are liable for all duties and taxes that are charged for transporting the returned merchandise back to Gemma Roe Ltd.


All returns should be sent back with the Gemma Roe shoe box and dustbag included.

Please ensure when returning the parcel that the Gemma Roe box is protected using the carton provided.

Returns will only be accepted in an unworn condition and in their original condition. Please try on shoes only on a clean, dry and soft carpeted surface so that the soles remain unmarked. Some heavy duty carpets can mark the soles of our shoes.

Returns that are damaged, soiled or returned without the original box may not be accepted and may be returned to the customer.

Before your order leaves our factory it is fully checked by our packing team. All our products are thoroughly and carefully inspected in both Italy and the UK before they are delivered to you. It is very unlikely that any of our products will be faulty at the time of delivery. If you receive an item which is damaged please contact us immediately.

We strongly discourage the addition of rubber soles onto Gemma Roe products as this will alter the original design of the shoe and may cause damage.