FAQS

CONTACTING US


How can I contact you?

You can contact us by calling 01782 698592 (or 0044 1782 698592 if calling internationally) or by emailing [email protected]

Do you have a shop where I can try your products?

Yes, we have a beautiful boutique in Newcastle-under-Lyme, Staffordshire where you can try our range of footwear. We are open Tuesday – Saturday 10am – 5pm. Please note that we do not hold every style and size in stock so please call ahead to check availability if you want to try a particular style.

Only footwear is available to try and purchase in our shop. Products that are not available in our shop are stated as ‘online exclusive’ at the top of each product description. 

I need advice and more information about a product, can you help?

Of course! Please e-mail us at [email protected] or call 01782 698592 and we will be happy to help.

PRODUCT INFORMATION - SHOES

What sizes do your shoes come in?

The sizes we offer vary by designer. Please check the ‘Shoe Size Guide’ next to each product for the sizes available. Most of our shoes are true to size however we do find that Rachel Simpson are a more generous fit by approximately half a size.

Do you offer wide fitting shoes?  

Yes, several our shoes are available in a wide fitting. We also have some shoes which are not a wide fit but their style is suited to a wider foot. Please contact us if you need help or advice.

Do you offer fabric swatches so that I can see the colour of the shoes?

It is possible to provide swatches for some of the shoes, please contact us stating the product name and colour and we will do our best to help.

How do I measure heel height?

Measure straight up the back of the heel, in a straight line, from the floor to where the heel meets the shoe.

Why is there a plastic film on my shoes?

Rachel Simpson and Benjamin Adams shoes have a plastic protector film on the soles to keep them in perfect condition. This must be removed before wear but can be left in place when wearing in your shoes on carpet. We recommend that you remove this just before you wear the shoes on your wedding day/occasion.

My shoes feel a little tight, will they give?

We recommend wearing your shoes for short periods of time while wearing pop socks or tights on a carpeted surface to prevent any marks. This will encourage the shoes to give a little. Satin and synthetic materials can take a little longer to give than suede and leather. Please note that shoes will only ‘give’ which means that they soften and the material relaxes, they do not stretch significantly.

Do I need to do anything before wearing my shoes?

We recommend wearing your shoes for small amounts of time before your wedding or occasion, this should be done wearing pale pop socks or tights and on a carpeted surface to prevent any marks.

If your shoes have a protective film on the sole, please remove this by peeling it off carefully before wear.

If you wish to protect your shoes from light rain and water marks, we recommend using a natural protector spray. However, please note that shoes that have been protected cannot later be dyed.

In all instances please follow the manufacturer’s instructions.

Can I protect my heels on grass?

We recommend Clean Heels heel stoppers to protect your heels from sinking in to the grass and getting marked. These simply slip onto the heel, increasing the surface area of the heel and preventing it from sinking in to the grass. 

How do I clean my shoes?

Cleaning your shoes depends on the material your shoes are made of. In all instances, we recommend leaving your shoes to dry before attempting to clean them and consulting the manufacturer’s instructions.

Kid Suede
Suede is a very absorbent material and therefore marks easily. We recommend using a suede protector to keep products in good condition. A good quality suede cleaning block  can be effective in removing slight marks from suede. This can be purchased from most shoe repair shops. This material is very delicate so please take extra care when cleaning as excessive use can cause permanent damage.

Satin
Satin is a naturally delicate fabric and so we recommend avoiding contact with rough objects that may pull the satin. Satin can be cleaned using a clean soft white, slightly damp, cloth. Clean gently and leave to dry naturally. Specialist cleaning products are available but we recommend consulting a specialist shoe repairer for their recommendation.

Leather
Leather will wrinkle and soften with age. A  neutral leather conditioner can be used to maintain the softness of the leather however ensure this is spot tested and thoroughly dry  before use.  Any slight marks or loose dirt can be wiped with a clean soft damp cloth. Clean gently and leave to dry naturally away from direct heat. Specialist cleaning products are available but we recommend consulting a specialist shoe repairer for their recommendation.

My soles are marked, what should I do?

It is inevitable that the appearance of soles will be altered after wear but this does not affect the quality or durability of the shoes.

How do I store and care for my shoes?

We recommend keeping your shoes out of sunlight and away from heat by always storing them in the box, and in the dust bag if you have one. It may also help to fill your shoes with uncoloured tissue paper to help keep their shape. Always keep your shoes in a dry place.

I have lost a stone or trim from my shoes, can you help?

In the unlikely event that you lose a stone or trim from your shoes, please contact us and we will see if we can obtain a replacement for you.

PRODUCT INFORMATION – VEILS

Can I iron my veil?

A common mistake made by brides is to iron their veil. Due to the delicate fabric and trims this can damage the veil. Even low temperature irons can discolour, burn or melt the veil.

My veil is creased, what should I do?

Order your veil in plenty of time. Hang it in a safe place and after a few days hanging, the creases will drop out. 

PRODUCT INFORMATION - JEWELLERY

What metal is your jewellery made from?

Our jewellery is made from a range of metals, please refer to the ‘Details’ section of the product listing for the specific metal that each piece is made from.

What type of stones and embellishments are used in your jewellery?

We use a variety of trims, stones and embellishments in our jewellery. Some are made from real freshwater pearls and Swarovski crystals or rhinestones. If this is the case, it will be specifically stated in the ‘Details’ section of the product listing. We also use beads that resemble pearls, as well as glass beads that look like crystals. Again, this will be stated in the product details.

I have sensitive ears, can I wear your earrings?

We cannot guarantee all our earrings are hypoallergenic as some of them are silver-plated base metal (usually brass). 

Does your jewellery contain nickel?

All of our jewellery is Nickel safe.

How should I care for my jewellery?

Your jewellery should be handled with care at all times. We recommend keeping your jewellery free from dust by storing it in the signature packaging. Jewellery may tarnish over time, but it will happen much faster when it comes into contact with agents such as perfume, salty air, sulphur, skin creams, hairspray, chlorine and acidic skin ph. The amount of tarnishing (oxidation) that occurs is dependent on the skin and care habits of the wearer. Tarnishing is therefore not a manufacturing fault. We also recommend that you do not wear your jewellery whilst bathing, whilst in bed or during sporting activities. 

Do you offer custom jewellery?

Regrettably we do not offer custom made jewellery at this time.

Can I return my jewellery for a refund?

We regret to advise that we are unable to accept earrings for return and refund due to hygiene reasons.

PRODUCT INFORMATION – HAIR ACCESSORIES

What metal are your hair accessories made from?

Our headpieces are made from a range of metals, please refer to the ‘Details’ section of the product listing for the specific metal that each piece is made from.

What type of stones and embellishments are used in your hair accessories?

We use a variety of trims, stones and embellishments in our headpieces. Some are made from real freshwater pearls and Swarovski crystals or rhinestones. If this is the case, it will be specifically stated in the ‘Details’ section of the product listing. We also use beads that resemble pearls, as well as glass beads that look like crystals. Again, this will be stated in the product details.

How should I shape my hairvine/hairpiece?

For wired vines and wired beads/trims, do not bend back and forth, shape gently in to place.

How should I care for my hair accessory?

We recommend avoiding direct contact with hair styling products and keeping your hair accessory free from dust by storing it in the signature packaging. Take care not to drop or shake your hair accessory.

Do you offer custom hair accessories?

Regrettably we do not offer custom made hair accessories at this time.

PLACING YOUR ORDER

How do I place an order?

Orders can be placed online by selecting your preferred product, and size/colour where applicable, and using the ‘ADD TO BAG’ button next to the item you would like to purchase. 

What forms of payment do you accept?

We accept the following payment methods: Visa Credit, Visa Debit, MasterCard Credit, MasterCard Debit, Visa Electron, Maestro, JCB and PayPal.

Do you accept international orders?

Yes of course. Delivery to Europe is £8.00 and £15.00 to the Rest of World. For specific international delivery details, please select the link ‘Delivery’ which can be found in the footer at the bottom of each page.

What is your policy on the number of items that I can order?

We are an independent business and it is very difficult for us to hold large quantities of stock of each item in every size. Therefore, we kindly ask that you limit any single order for the same type of item to 3 items only so, for example, 3 pairs of shoes. If you need some help deciding which size to order or which style best suits your needs, please contact us on 01782 698592 or at [email protected]  and we will be happy to help. Thank you for your understanding.

What if only part of my order is in stock?

If any of your items are out of stock, or your order includes bespoke/made-to-order/dyed products we will usually send out your whole order together when it is complete. Please contact us if you would prefer for any of the items to be dispatched earlier however there may be an additional charge for this.

Can I make changes to my order after it has been placed?

Please contact us at [email protected] or 01752 698592 as soon as possible. We will try our best to amend your order but if the order has already been processed, this may not be possible.

DELIVERY

For specific delivery details, please select the link ‘Delivery’ which can be found in the footer at the bottom of each page.

What should I do if my goods were damaged in transit?
While every effort is made to protect goods during transit, if goods are damaged when you receive them, please contact us either by calling 01782 698592 or emailing [email protected]. Please ensure that you include your order number in the subject of your email.

What should I do if some of my order is missing?
Please contact us either by calling 01782 698592 or emailing [email protected]. Please ensure that you include your order number in the subject of your email.

What should I do if you've sent me the wrong goods?
Please contact us either by calling 01782 698592 or emailing [email protected]. Please ensure that you include your order number in the subject of your email.

RETURNS AND REFUNDS

For return and refund information, please select the link ‘Returns’ which can be found in the footer at the bottom of each page.