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ORDERS

How long will it take to process my order?

Orders are generally processed within 24 hours (Monday-Friday, excluding holidays). Your card is authorized when the order is placed to verify that the funds are available. We do not charge your credit card until your order has been shipped.

Is ordering online secure?

ROAN Footwear is proud to offer our customers a safe and secure shopping experience. We use the highest level of security on our website. All credit card information is encrypted, protecting against disclosure to third parties.

Why is my card being declined if there are sufficient funds in my account?

If you are receiving an error message after entering your payment information, please double check to make sure that you entered the following information correctly:

- Your name as it appears on the card

- Billing address on file with your card issuer

- Card number

- Card Verification Number

- Card expiration date

If you are still experiencing problems, please call your card issuing bank for further details.

Is sales tax added to my order?

ROAN Footwear is required by law to collect sales tax on orders shipped to Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

Can I make changes to or cancel my order?

To ensure we take the correct action, please email help@roanfootwear.com with updates or changes or call the offices (888) 235-9877 (in the US) and (805) 987-1300 to make any changes to your order M- F 6AM – 6PM PST and Saturday 6AM- 1PM PST.

SHIPPING

What are the available shipping methods?

ROAN Footwear currently offers FREE UPS Ground shipping within the United States for all orders! At your request and for an additional cost, we will ship any order via Next Day Air, 2-Day Air.

When will my order get shipped out?

ROAN Footwear works hard to get your order processed and shipped as soon as possible. Orders received before 1:00pm PST Monday – Friday will ship same day via UPS. Any order received after 1:00pm PST Monday – Friday, or on observed holidays will be shipped on the next available business day. Orders placed over the weekend, will process Monday and first day of travel will be Tuesday.  Please note this applies to in-stock items only.

How long will it take to receive my order?

If your order is received after 1:00pm PST, in-stock items will ship from our Southern California warehouse on the next available business day, excluding observed holidays. When your order has been shipped, you will receive an email confirmation with your UPS tracking number. Please note, Saturday delivery is not available. Listed below are the estimated delivery times:

UPS Ground: Allow 5-7 business days for delivery
UPS 2-Day Air: Allow 2 business days for delivery
UPS Next Day Air: Allow 1 business day for delivery

Do you offer international shipping?

At this time, we do not offer international shipping.

Do you ship to military addresses?

Unfortunately, at this time, ROAN Footwear is not shipping to APO/FPO/DPO addresses.

What are the observed holidays?

We have a standard holiday observance schedule. We are not open on New Years Day, Christmas, 4th of July, Labor Day, Thanksgiving and other regular holidays throughout the year.

RETURNS

RETURN POLICY: ROAN Footwear will gladly accept returns on items in their original condition within 45 days of the original invoice date from customers who purchased their ROAN Footwear product from the roanfootwear.com website. Item(s) must not be worn, damaged, altered or washed and include all original product packaging – boxes, shoe boxes, plastic bags, tissue, etc. All returns are subject to inspection. If the product is found to be worn and in not resalable condition, a refund will be denied. At the customer's expense and request, used product will be shipped back. To avoid scuff marks, we strongly recommend walking on a carpeted area when trying on footwear. We will only accept returns for items purchased at roanfootwear.com. All other returns must be taken to the original point of purchase.

What is ROAN Footwear's Warranty?

6 MONTH LIMITED EXCHANGE AGAINST DEFECTS FOR MERCHANDISE PURCHASED THROUGH roanfootwear.COM WEBSITE, or Authorized dealer.  ROAN Footwear footwear products are warranted against defects in craftsmanship and materials within 6 months of purchase. Weather and water damage will not be considered for product replacement.  This limited warranty does not cover, and ROAN Footwear shall have no obligation or liability with respect to, improper or inadequate fit once footwear product has been worn/used. Upon review, if a defect is found in one of our products as the result of normal use, ROAN Footwear footwear will repair the defect or exchange the product. All other defect claims must be taken to the original point of purchase. If the product is found not to be defective, you may request to have the product returned to you at your expense.

How do I return products from roanfootwear.com?

All domestic returns are free. Simply visit the website, scroll to bottom.  Click on Orders & Returns to start the return process. You will need your original customer order number and the last name on the order. Please note, all sale items are eligible for exchanges or store credit only.  FINAL SALE items cannot be returned for exchange, credit, or refunds.

How long does it take to process my refund?

Exchanges can be requested during the RMA process. Product coming back to exchange is shipping to and from Southern California, and will be shipped via UPS ground, unless expedited shipping was paid on the original order. A two-week turnaround is common, as we will ship the exchange item out once the original pair is returned at our returns center.

How will I be refunded for a return?

The original method of payment will be refunded for returns received within 45 days of the original invoice date and accompanied by an original order ID number.  Please be aware of your original purchase date and take the necessary steps to ensure that we receive your return item(s) before the 45 day time period.

How do I return an item(s) I received as a gift?

If you received an item purchased at roanfootwear.com as a gift, we will be happy to conduct a return if the item(s) has not been worn, altered or washed and includes all original packing - boxes, shoe boxes, plastic bags, tissue, etc. Original order ID number, customer’s name and/or email address will be required to locate the purchase information.

Are items purchased on sale returnable?

Please note, all sale items are eligible for exchanges or store credit only.  FINAL SALE items cannot be returned for exchange, credit, or refunds.

GENERAL INFORMATION

Can I order a style that is not on the website?

At this time, only in-stock styles are featured on our website. If your favorite style or size is not listed, please contact us, and we will find an authorized retailer in your area. Please make sure to specify your city and state and the style, color, and size you are looking for when submitting the request.

Finding closest authorized retailer in my area?

Select ROAN Footwear products can be found at hundreds of authorized retailers across the United States. To find the nearest store in your area, please contact us with your city, state and style(s) you are interested in and we will do our best to find an authorized retailer in your area.

Do you offer repair services?

We do not offer repair services at this time however most of our shoes are handcrafted and have the ability to be resolved by most local cobblers.

How do I care for my ROAN Footwear shoes?

If this product gets dirty, clean it off with a damp cloth and leave it to dry away from strong heat sources and direct sunlight. Polish with a soft cloth, using a natural leather cream containing no solvents. Suede leathers should be brushed with a soft bristled brush without using creams.  Leatherhoney is a product we like and use on our own shoes!

How do I find my shoe size?

Women’s styles range from sizes 6 – 11. If a particular shoe fit varies from normal, we will advise you accordingly in the product description. We aim to provide advice as best we can regarding sizing, but unfortunately, we cannot guarantee sizing for individual customers.

Would the shoes I order look same as on the photo?

The distinctive finishing on the leathers of ROAN Footwear product is created in our workshops one piece at a time. This unique hand finishing process results in no two products ever looking the same. The differences in tone and texture are a statement to their authenticity which we proudly stand behind. 

REWARDS PROGRAM

To Use Your Points

When you have earned at least 500 points you will be able to apply them to your order. In the final step of the checkout process, you will see an option at the bottom of the page which will allow you to apply points.

General Information

ROAN Footwear Rewards Program is brought to you by roanfootwear.com, and benefits shall be considered void where prohibited by law. Taxes may apply where required by law. ROAN Footwear assumes no liability for any user's participation that conflicts the laws or regulations of his/her state. Your participation in the Rewards Program is subject to present and future rules. The participation is valid only at roanfootwear.com and rewards may only be earned and redeemed on www.roanfootwear.com.

Earning Rewards

The ROAN Footwear Rewards Program is available to all roanfootwear.com customers who have created and are logged into their account. A customer will accumulate Reward Points for the following actions relating to his/her purchases:

50 points for every $10 USD spent on the purchase of a product, not for any amount spent on taxes or shipping costs. Reward Points are only earned for money spent on product, not for the amounts of any discounts or payment by gift card. If an order is cancelled, Reward Points awarded for the purchase will be cancelled. If a product is returned, ROAN Footwear reserves the right to cancel the Reward Points awarded for the purchase.

  • 100 points = Create an account on roanfootwear.com
  • 100 points = Subscribe to the ROAN Footwear email newsletter using the link on the ROAN Footwear website.
  • 100 points = Write a product review on roanfootwear.com. User must be logged in to their account to earn points, and reviews are limited to 2 per month per user. From time to time, ROAN Footwear may temporarily amend the Rewards Points reward equations, without notice to the users.
  • 100 points = Earn points when you refer a friend to join the ROAN Footwear Rewards program.
  • 100 points = Earn points for every one of those friends you refer who place their first order.

A customer earns Reward Points based on activity only the ROAN Footwear website. Users may opt to purchase products without using their Reward Points. You may check the amount of Reward Points accumulated in account by logging into the My Account section while viewing the dashboard. Customers may not redeem or exchange accumulated Reward Points for cash. ROAN Footwear specifically reserves the right to terminate, cancel, suspend and/or modify the Rewards Program, or any specific customer's participation in the Rewards Program, if any fraud, virus or other technical problem corrupts the administration, security, safety or proper function of the ROAN Footwear Rewards Program, as determined by ROAN Footwear in its sole discretion. In addition, ROAN Footwear reserves the right to terminate, cancel, suspend and/or permanently ban any specific User's participation in the Rewards Program if ROAN Footwear suspects that such individual is conducting fraudulent activity to acquire, accumulate or spend points including, but not limited to, by a User creating multiple Rewards accounts, false referrals, etc.

Redeeming Rewards Points

Points can be redeemed on www.roanfootwear.com and points may only be redeemed for a discount off the purchase price of a product. Points may not be redeemed for payment of taxes or shipping costs. ROAN Footwear may limit the number of points which may be redeemed at one time. Users must accumulate 500 Points before being eligible to redeem points. Users with less than 500 points will not be able to redeem those points until they have acquired at least 500 Points. Users wishing to redeem points will receive the equivalent of $5 USD off the purchase price of their order in redemption of 500 points, which will thereby be deducted from the User's count of points. The system will update the customer’s remaining points immediately after points are redeemed. Reward points cannot be applied to previous purchases. ROAN Footwear may determine to restrict the use of points to certain items. Other ROAN Footwear restrictions may apply.

Expiration of Rewards Points

Each Point will expire one (1) year after being earned, if not redeemed prior to the expiration date. ROAN Footwear reserves the right to extend the expiration date, in its own discretion, on an individual user basis.

Termination

Participation in the ROAN Footwear Rewards Program is a privilege granted to ROAN Footwear customers and as such can be suspended, revoked or terminated at any time by ROAN Footwear for any reason or for no reason. In the event of termination of your participation, all benefits including all accrued points and other program benefits will automatically and immediately be forfeited.

Program Changes

ROAN Footwear reserves the right to vary any or all of the terms of the ROAN Footwear Rewards Program, to amend these Terms of Service, or to terminate the Rewards Program, at any time without notice and without further obligations to users, including, but not limited to, modifications which: 1) govern points earned on and after the date of the change; or 2) change the value of already accumulated points. Notice of any such changes, amendments or termination will be provided to users via message or email, or by being posted on the ROAN Footwear website and will be effective immediately, unless otherwise stated in such notification.

Eligibility

ROAN Footwear employees, retailers and sales representatives are not eligible to participate in the ROAN Footwear Rewards program.

*Points correspond to a discounted dollar amount and are not redeemable for cash.