Frequently Asked Questions (FAQ)

Got a question? We have got you covered. If you cannot find the answer you are looking for, feel free to reach us at radrussel@brg.com.sg or on WhatsApp at https://wa.me/6580693308.

Orders

Can I amend or cancel my order after placing it?

We process orders quickly, so amendments or cancellations may not always be possible once an order has been placed. Please contact us immediately at radrussel@brg.com.sg or WhatsApp https://wa.me/6580693308 and we will do our best to assist you before the order is dispatched.

I did not receive an order confirmation email. What should I do?

Please check your spam or junk folder first. If you still cannot find it, drop us a message at radrussel@brg.com.sg with your name and the email address used during checkout and we will resend your confirmation.

Can I order by phone or WhatsApp instead of the website?

Currently, all orders are to be placed through our online store at eshop.radrussel.com. This ensures your order is tracked properly and your payment is secure. If you need assistance navigating the site, we are happy to guide you via WhatsApp at https://wa.me/6580693308.

What payment methods do you accept?

We accept the following payment methods:

•       Visa and Mastercard

•       American Express

•       Apple Pay and Google Pay

•       Shop Pay

•       Union Pay

Sizing

How do I know which size to order?

We recommend referring to our Size Guide available on the website before placing your order. Our size guide provides detailed measurements to help you find the best fit. If you are between sizes, we generally recommend sizing up for a more comfortable fit.

The measurements shown are slightly different from what I received. Is that normal?

Yes, a variance of 0.5 to 0.8 inches may occur due to manufacturing differences. This is within the accepted tolerance range across the footwear industry and will not be considered a defect.

I ordered the wrong size. Can I exchange it?

Size exchanges are available for non-sale items on domestic (Singapore) orders, provided the item is returned unworn and in its original condition within 10 working days of receipt. Please contact us at radrussel@brg.com.sg or WhatsApp https://wa.me/6580693308 to arrange this. Please note that return postage costs are borne by the customer. For full details, please refer to our Returns & Exchanges Policy.

Delivery

How long does delivery take?

For Singapore orders, standard delivery takes 3 to 5 business days (Monday to Friday, excluding Public Holidays). Delivery timelines may be slightly longer during peak sale periods or public holidays.

How much does delivery cost?

For Singapore orders:

•       Standard delivery: $4.90

•       Free delivery for orders above $80

For international orders, delivery fees are calculated based on the weight and destination of your order. The applicable fee will be shown at checkout before you confirm your purchase.

How do I track my order?

Once your order has been dispatched, you will receive an email with your tracking number and instructions on how to track your parcel. If you have not received tracking details within 5 business days of placing your order, please contact us and we will be happy to assist.

Do you ship internationally?

Yes, we do. International shipping rates are calculated at checkout based on the weight and destination of your order. Please note that import duties, taxes, or customs fees may apply depending on your country's regulations. We recommend checking with your local customs office before placing your order. Any applicable import charges upon delivery are the responsibility of the buyer.

Do I have to pay GST on my order?

For Singapore orders, GST of 9% is automatically included in your order total in accordance with Singapore tax regulations. There are no hidden fees or additional charges upon delivery.

Returns & Exchanges

What is your return policy?

Items must be returned unworn and in their original brand-new condition to be eligible for an exchange. All exchange requests are assessed on a case-by-case basis. For full details, please refer to our Returns & Exchanges Policy.

I received a defective or incorrect item. What should I do?

We are sorry to hear that. Please send us your order details along with a photo of the issue to radrussel@brg.com.sg or WhatsApp https://wa.me/6580693308. For Singapore orders, please contact us within 10 working days of receiving your parcel. For international orders, please do so within 30 days of the delivery date.

Can I return a sale item?

Size exchanges are not available for sale items. However, if your sale item is defective or incorrect, we will gladly arrange an exchange or refund for you. Please get in touch with us so we can assist.

Will the $4.90 delivery fee be refunded if I return my order?

If your order qualified for free delivery (orders above $80), the original delivery fee of $4.90 will be deducted from your refund amount upon return. All shipping charges are otherwise non-refundable unless stated otherwise.

How long does a refund take to process?

Once we have received your returned item and verified its condition, your refund will be processed to your original payment method within 5 to 7 business days.

Products

What brands do you carry?

We carry the following brands on our online store:

•       Rad Russel - our signature label, designed for the modern gentleman

•       Hanson Bootmaker - classic craftsmanship and refined styles

•       Simon Carter - British designer footwear

•       Sesame Street x Rad Russel - our fun, limited collaboration collection

How do I care for my shoes?

We have a dedicated Shoe Care Guide on our website with step-by-step tips on keeping your shoes in great condition. You can find it under The Rad Guide in the navigation menu.

An item I want is out of stock. Will it be restocked?

Restocking depends on demand and availability. If you have your eye on a sold-out item, feel free to reach out to us and we will let you know if a restock is planned.

Physical Stores

Do you have physical stores?

Yes, we do. You can find our store locations via the Store Locator page on our website. Our flagship store is located at Suntec City (West Wing, #02-348).

Can I return or exchange an online order at your physical store?

Yes, you may return eligible items in person at our flagship store at Suntec City (West Wing, #02-348). Kindly drop us a message beforehand so we can prepare for your visit. Please note that the original delivery fee of $4.90 will be deducted from your refund where applicable.

Still Need Help?

We are always happy to assist you. You can reach us through:

•       Email: radrussel@brg.com.sg

•       WhatsApp: https://wa.me/6580693308

Thank you for choosing Rad Russel. We look forward to serving you.