FAQ

What is your return policy?

Although we do not offer refunds or returns, we do allow exchange or store credit within 10 days of original purchase date. All exchanges must be accompanied by the original or gift receipt. All sale items and items that have been specially ordered are final sale. 

 

Are sale items final sale?

Yes, all sale items are final sale. No returns or exchanges will be accepted.

 

Do store credits ever expire?

No! Our store credits do not expire. You are free to use them at Rooster at any time, or at our sister store Silver Lotus.

  

Do you offer repairs?

We do! We will repair any product if the item is within our damage/repair policy and you have the original receipt.

Please see our damage/repair policy for more information.

 

What is the difference between European sizes and Canadian sizes?

European sizes tend to fit more like half sizes (ex: 36 = 5.5/6). Please see our size chart to help you find your perfect fit. 

 

What is the largest /smallest size you carry?

Generally, our smallest size is a size 6 US/ 36 UK and our largest size is 10 US/ 41 UK.

Occasionally, we will have a size 5 US/ 35UK and 11 US /42 UK, although it is rare.

These sizes may be available for special order, depending on the brand. Please contact us if you are interested in special ordering a size.

Can you special order sizes?

Yes! We can potentially special order a size if it's not currently available online or in store. Please contact us for more information on special orders.

 

What if I place a special order, and the item I ordered doesn't fit?

 

All special orders are final sale.

 

Do you carry wide fit shoes?

Unfortunately, we do not carry specific wide sizes. However, some brands can fit on the wider side!  Visit us in store, or contact us online for more information.

 

Will the colours on my screen match the actual product?

We make every effort to match the true colours of our product. However, colours may vary based on screen/monitors. If you have any concerns, feel free to contact customerservice@roostershoes.net for colour questions.

 

How do I use a 'Promo Code'?

When reviewing your shopping bag online, simply type in your promo code in the field provided. Enter the code exactly as it appears, without any spaces. It can be typed or copy and pasted into the 'Promo Code' box.

Once you've entered the code, click 'Apply Code' to get it activated. When the code has been successfully applied to your order, you'll see the discount value and an adjusted order total. You must enter the discount/promo code when you are checking out as it cannot be applied later.

How can I track my order?

After submitting your order, we'll send you a confirmation email, notifying you that your order has been received. This email will contain your order number. When your order is shipped, we will email you a confirmation with your tracking number from Canada Post.

It usually takes about one business day from when your order was shipped for your tracking information to appear online. If your tracking information still isn't online, and the expected delivery date has passed, please Contact Us and we can assist you further.


Can I pick up my online order in store?

Yes! If you'd like to pick up your online order in store (105 Osborne street), all you have to do is select local pickup at checkout. You will not be charged a shipping fee, and we will email you when your item(s) are available for pickup.
Please bring a valid photo ID and confirmation of your order (either your order confirmation email or pickup notification email).