FAQ’S

 

HOW DO I CONTACT CUSTOMER SERVICE?

Please email info@gemmaroe.co.uk.

Our opening hours are Monday – Friday 10am – 6pm.

We aim to answer emails within 72 hours.

For international orders enquiries please visit the DHL Help Centre.

HOW DO I MAKE A PURCHASE ON GEMMAROE.CO.UK?

Making a purchase is simple on our online store.

Search, or select your items in our categories feature, along with the colour, and size in the drop down menu. Click “add to bag” and then “proceed to checkout” and follow the straight forward prompts on screen. You can contact us for customised or bespoke orders on the email below.

If you have any issues, please contact our customer service at info@gemmaroe.co.uk.

HOW DO I FIND A SPECIFIC ITEM?

If you know exactly what you are looking for please click on the “Search” tool on the top right hand side of our website and enter the style name in the search box.

Alternatively, once you are looking at “View All” , “Shoes”, “Bags” or “Accessories” you can select a category from the filter bar.

CAN I ORDER BY TELEPHONE OR CHAT?

We do not currently take orders over the phone or chat.

Please place any orders via our online store.

HOW DO I KNOW WHEN AN ITEM IS IN STOCK?

All our product are available for pre-order as we do not currently keep stock. We are a responsible and ethical brand that is doing out best to reduce the level of waste in the fashion industry. This also means that all our products are available for you to purchase without the worry of stock level. We may have some stock for purchase in the future. If we do have stock please be aware that if the product is in your shopping bag it isn’t reserved and will therefore be available to other customers while you are browsing.

WHAT IF AN ITEM ISN’T AVAILABLE OR OUT OF STOCK?

If a certain size is not available, it is either unavailable or has sold out.

Please add your email to our alerts and we’ll let you know if the product will be available. 

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all local payment methods.

IS IT SAFE TO USE MY CREDIT CARD?

When you use gemmaroe.co.uk, all communication takes place over a fully secure connection. Our payments are processed by an external provider with very high security standards, and we do not store full credit card information on our server. We take all reasonable measures to keep your data safe

We use Stripe, PayPal and Apple Pay to process all UK, US & international payments.

HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

After you place your order, you will receive an email of confirmation from us along with your order number.

Payment for the products and all applicable delivery charges will then be taken.

After your details have been verified and the item(s) located, your order will then be shipped within the estimated delivery date from the date of purchase. This is estimated to be 8 weeks or less.

Should any of the item(s) you have ordered be unavailable you will be quickly informed of the styles(s) and your payment for the item(s) will be refunded.

AM I ABLE TO TRACK MY ORDER?

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

DO I HAVE TO SIGN FOR DELIVERY OF MY ORDER?

Yes, we require a signature for all Gemma Roe orders.

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.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information you share with us to be totally private and confidential.

At no point will we share, rent or sell your personal information without your consent.

IN WHAT PACKAGING WILL MY GOODS BE DELIVERED?

Your order will arrive in a Gemma Roe box and dust bag.

WILL YOU HAVE SEASONAL SALES?

All our products are available on a made-to-order basis currently, and therefore, we do not have old stock to release for sale. At Gemma Roe, we consider ourself to be a timeless brand where all our styles can be worn all year round, at any time, anywhere. So no Gemma Roe product is ever out of fashion. We may update some styles and add new products, colours and textures to our collections. All our products are considered exclusive and seasonless.  

DO I HAVE TO PAY DUTY 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.

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 seven 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. Please note that if you choose to return your order the duties and taxes will not be refunded.

WHAT CURRENCY WILL I PAY IN?

To browse and shop our website in your local currency simply select your shipping country and currency from our drop down menu. We currently only process orders in UK Pound Sterling, however this will be converted into your local currency through your bank.

WHO ARE AUTHORISED SELLERS FOR YOUR SHOES?

Our online store www.gemmaroe.co.uk is the only place in the world where you can buy original, genuine and authentic Gemma Roe products. We are aware that there may be counterfeit Gemma Roe shoes being sold.

Please be assured that we are doing everything we can to prevent the selling of these shoes. If you didn’t purchase shoes through our website then they are not authentic. For your reference our official website is www.gemmaroe.co.uk. No other domain names with Gemma Roe in the title will be authentic.

HOW DO I TAKE CARE MY GEMMA ROE SHOES & ACCESSORIES?

At Gemma Roe we source the most luxurious materials for our products to ensure they are both durable and spectacular. Some of our materials are very delicate and need extra special care, so we created a Care Guide to help you get the most out of your Gemma Roe shoes and accessories.

When trying on shoes, please do so on a clean, dry and soft carpeted surface. Some heavy duty carpets can mark the soles of our shoes. Please be gentle with your Gemma Roe shoes & accessories and store them in a cool, dry place inside the dust bag. For cleaning, please see below. Do not use any liquids or chemicals on your shoes/bags/accessories. Be careful not to drop or knock the shoes/bag/accessory on a hard surface as they can be easily damaged.

Leather

Due to the properties of the natural leather material, the appearance of our stunning leathers can alter over time with slight colour changes and markings. For printed leather care, please see below. By gently buffing the affected area of the leather with a soft dry cloth, marks can be slightly improved. To maintain the beautiful appearance of your Gemma Roe leather goods, be sure to store them in a cool, dry place inside the dust bags.

Printed Leathers

Gemma takes great care to hand draw, design and digitalise unique, one-of-a-kind, exclusive prints and laser cut features for the collections. Due to the nature of the digital printing and laser cutting process, there can be minor marks on the leather. This is not a defect, but a natural process that may occur in the printing process of such a delicate nature. Please store the printed and laser cut shoes and accessories in dust bags when not in use to avoid any marks or colour migration. Make sure when storing your products they do not touch one another as this can cause the colours to rub off or on to one another.

Metallic Leather

Metallic leather is a main feature of Gemma Roe shoes and accessories. It may lose some colour and can become creased over time due to wear, this is part of a natural process. You can increase the life of the leather by storing the shoes and accessories carefully in their dust bags and padding them with tissue or soft cloths when they are not being worn.

Suede

As a permeable material, suede can mark very easily. To help remove any loose dirt, a suede brush can be used . Please keep this material out of the rain or other strong weather conditions.

Patent

Our shiny patent shoes may lose some of their glossy finish with regular wear. Extra special care should be taken to avoid any scratching and marking to them. Store patent products in their dust bags, when not being worn. Try to avoid contact with solvents and dark materials as colour transfer may occur. Make sure when storing your patent products they do not touch one another as this can cause the finish to be easily damaged.

Satin

The amazing selection of vibrant rainbow coloured Italian satins are very delicate. Water should be avoided and should not be used to clean the material. Due to the nature of satin it is advisable not to wear this material in wet or strong weather conditions.

Sole Care

The glossy finish on the soles of your Gemma Roe shoes will lose some of their shine with regular wear. Our bespoke ballet blush soft leather soles can become damaged if wet or worn on very rough surfaces. Please keep out of the rain or other hard weather conditions. The crystal gem on our soles must not be tampered with as this is a delicate Swarovski crystal that is attached buy hand to the soles in Italy. You can minimise marks and scratches by avoiding contact with abrasive surfaces and storing your shoes carefully in their dust bags when not being worn.

Top Pieces

Our colourful top pieces on the heels of our shoes are sprayed by our manufacturers in Italy. Some of the colour may wear off over time. You can minimise this by avoiding contact with abrasive surfaces and storing your shoes carefully in their dust bags when not being worn. All shoes are packed with an extra pair of top pieces in your Gemma Roe box for you to replace at any time. You can order extra top pieces at a small cost to cover delivery charges by emailing info@gemmaroe.co.uk.

WHAT IF MY SHOES & ACCESSORIES LOOK DIFFERENT THAN THE PRODUCT PHOTO?

Gemma Roe products are handcrafted of the finest materials by skilled artisans in Italy. Any inconsistencies in the leather or other components are natural characteristics of the materials and should not be considered defects.

CAN YOU SPEED UP MY PRE-ORDER OR BESPOKE ORDER?

Unfortunately, we are not able to speed up your order at present. All our products are made to order with our manufacturers in Italy. Currently, 8 weeks is the turn around time frame. This will be reduced once the collections are in the full manufacturing process.

DELIVERY TIMES AND COSTS

All orders are pre-ordered and we will contact you once you item has been dispatched for delivery. We do not keep any stock currently. Estimated delivery for all items is 8 weeks from the purchase date. You will be notified by email once your item has been dispatched for delivery.

WHO DO I CONTACT TO JOIN THE AMAZING TEAM AT GEMMA ROE?

Send us an email at info@gemmaroe.co.uk if you would like to enquire about careers or internships.

WHAT IF MY ORDER ARRIVES FAULTY OR DAMAGED?

If you have placed your order on gemmaroe.co.uk and you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price, in accordance with United Kingdom Sale of Goods Act 1979. Please immediately email info@gemmaroe.co.uk with images of any of your purchases, which you consider have been delivered faulty.

Products are “faulty” if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products must correspond to their description and be of satisfactory quality.

Special points to note: If your purchased products become faulty within 6 months of your receiving them, then the law will treat them as having been faulty when you received them. Items that are damaged as a result of normal wear and tear are not considered to be faulty, you may refer to our Care Guide above for further information.

If you return an item to us as faulty it will be thoroughly inspected by our production team to determine whether an item is faulty or whether it is wear and tear. If you ask for a repair, we will do so only where possible and not disproportionate.

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 ask for a refund, we may be entitled to reduce any refund to take account of any use you have had of the products since they were delivered to you.

If you would like to exchange a faulty product, we can only replace it for the same product in the same size and any exchange is subject to availability. All our products are made to order and therefore a replacement will be sent to you in the same regard, if approved by our team.

If you ask for a repair or replacement and we do not provide one in a reasonable time or have reason for not providing one (other than due to your fault), then you will be entitled to exercise your right to ask for a reduction in price or refund.