“I ordered a pair of candy floss gold shoes for my wedding, I am located in the US. I am a true size 7 and the recommendation on the website is 38. The sizing suggestion is completely off and the shoes are huge. There is no easy way to return the shoes, cost of shipment to receive the shoes is £25.00, however, to ship them back with the same shipping courier for US is $250+ for DHL. Postal service is $95+ and not guaranteed they will arrive. Not only did the shoes not fit properly but now I’m at a loss of how to return them. Needless to say, this has been a very disappointing experience.”
Thank you for your feedback and so sorry to hear of your disappointment. Sadly, we are unable to cover the cost of returns for purchases made in the US, as detailed on the website. We would love to be able to but it just isn't possible at this time.
“I ordered 2 pairs of lovely shoes! I'm so excited! One mint pair is perfect for a summerdress, the other is for my Wedding... thank you for the great pleasure!”
“Fabulous customer service
Lady on telephone was super helpfully in advising me re. Colour etc
Prompt receipt of items and refund
I also purchased from RS in 2019 and the whole experience was fantastic, again the lady on the telephone was so knowledgable and professional
10/10
**I was able to communicate via all 3 ( question below)”
“1. Delivery took far longer than expected
2. Returning Label not provided
3. Tax as a swiss Customer had to be covered by the buyer
4. Returning Fee as swiss customer had to be covered by the buyer
Do not buy anything in the Rachel Simpson Shop that needs to be shipped to Switzerland.”
“The shoes I had purchased in June, I only received a few days ago in November. I had picked out a size that was on backorder, which explained the delay. The team was very responsive to my inquiries about the status of the shoes, and provided me with good service, despite the delay in available stock.”
We do try to keep everything in stock and available but sometimes we have a few styles/sizes that are so popular they end up selling before we can get them made in our factory. Thank you so much for your patience and hope you enjoy wearing your shoes.
“I have the mint Isla shoes which I used for my wedding day - I loved them and they were so comfy. For a treat after the wedding I purchased a bag to match. The quality is amazing and I can’t wait to wear them together.”
“I bought the ginger silver shoes in your sample sale and the team couldn't have been more helpful when I asked if they could get posted out asap to have them in time for my first dress fitting! The shoes are such good quality and I have high hopes on the comfort too! Highly recommend.”
“Unfortunately the shoes were off really poor quality, the buckle holes were skewiff and right along the edge of strap. The sole wasn't leather, the fabric seemed cheap and didn't have the overall look that was advertised. These shoes will be sent straight back. Though the design is lovely, there have been some major shortcuts taken in the manufacturing process. To take a zero off the £250 price tag would indicate a more accurate reflection of the quality.”
“My shoes arrived today and are beautiful! The leather is so soft and they are incredibly comfortable. I can't wait to wear them for my wedding next year.”
“I have tried to contact RS via phone many times and have been unable to get thought to anyone. I have then emailed and had the same issue; no response. I need to deal with a customs/DHL related issue and it seems impossible to get any contact or customer support. I love RS shoes, but the experience has made me think again in the future.”
