Refund policy
At Rowan, we want you to feel confident when shopping with us. If your purchase isn't quite right for you, we're happy to help with your return within 30 days of delivery, subject to the conditions below.
1. Return Eligibility
To be eligible for a return:
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Your return request must be submitted within 30 days of delivery.
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Items must be returned in their original packaging.
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Shoes must be in original, wearable condition and free from signs of excessive wear, damage, washing, or use.
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Please include the original packaging and any accessories where applicable.
Returns that don't meet these requirements may not be eligible for a refund.
2. Return Address & Instructions
Returns are processed through the nearest Rowan return warehouse based on your location.
For example:
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UK orders are generally processed through our UK warehouse.
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US orders are generally processed through our US warehouse.
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Orders from other locations will be directed to the most appropriate return facility by our Returns Team.
Please Wait for Your Return Instructions
Once you submit your return request through our Help Centre, our Returns Team will get in touch with you with the appropriate return instructions and address.
As return addresses can vary depending on your location and order, we kindly ask that you wait for these instructions before sending your return.
Please don't use the address on your original package or any other address unless it has been provided by our Returns Team. This helps us make sure your return reaches the right warehouse and can be processed as quickly as possible.
If a return is sent to an address other than the one provided by our Returns Team, we may not be able to receive or process it, so please wait for your return instructions before shipping.
3. Return Shipping & Restocking Fee
For standard returns, the return shipping cost is the customer's responsibility.
A 15% restocking fee will also be deducted from the refund amount.
We offer free delivery on eligible orders, which is why return shipping costs are not covered for standard returns.
4. When Rowan Covers the Return
We will be happy to cover the return shipping cost, and no restocking fee will apply, when the return is due to an issue on our side, including:
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You received the wrong shoes.
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Your shoes arrived damaged or defective.
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You received the wrong size due to an error on our part.
If you believe your order falls into one of these categories, please contact our support team before sending the item back. We'll provide you with the appropriate return instructions.
5. How to Start a Return
Starting your return is easy:
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Visit our Customer Help Centre.
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Submit your return request with your order details.
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Our Returns Team will review your request.
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We'll contact you with the correct return instructions and return address.
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Once you receive the instructions, you can send your return to the designated warehouse.
Please wait until our Returns Team has provided your return address before shipping your item.
6. Refunds
Once your return arrives at the designated Rowan warehouse, it will be inspected to ensure it meets our return requirements.
Once your return has been approved, your refund will be processed to the original payment method.
For standard returns, the 15% restocking fee will be deducted from the refund.
Refund processing times may vary depending on your payment provider or bank.
7. We're Here to Help
We want the return process to be as simple as possible. If you're unsure about anything or have questions about your return, please reach out to our team through the Help Centre before sending your item back.
Our Returns Team will be happy to guide you through the process and provide the correct return address and instructions.