1. SHIPPING POLICY
1.1 Shipping Process
In order to ensure that you receive your order, please kindly assist us by ensuring that the mailing address entered in your order form is accurate as we are unable to re-route your order once it has been sent to you.
Upon confirmation and payment, your order will be processed and your shoes will be ready for shipment in 8 weeks after order confirmation. To ensure that you have peace of mind, we do carry out checks prior to shipping to ensure that the shoes are not damaged. As such, we are not responsible for any damage sustained to the shoes after they have been handed over to the shipping agent.
When your order is shipped, a tracking number will be issued to you so that you can track the delivery of your order. Depending on your mailing address, your order will take up to two (2) weeks to reach you. For more remote addresses, your order may take more than two (2) weeks to arrive at the designated mailing address. To avoid any disappointment, please kindly allow up to 12 weeks for your order to be processed and delivered.
You will need to bear any duties or taxes imposed on your order by your country’s relevant customs or border authorities. Please kindly note that the prices quoted for all our merchandise are exclusive of any such duties or taxes.
1.2 Shipping Destinations and Fees
Shipping charges are calculated automatically upon checkout. For delivery to countries not listed, please contact us at firstname.lastname@example.org.
2. EXCHANGE POLICY
2.1 Exchange Process
In the event you wish to exchange the original shoes ordered for another pair, please kindly email us at email@example.com and provide us with the details of the exchange requested, including the size, colour and design of the requested pair of shoes.
2.2 Conditions of Exchange
All exchanges are subject to stock availability and only one exchange will be allowed for each pair of shoes ordered.
If you wish to exchange for a pair of shoes of a higher value, you will need to top up the price difference and the exchange will only be processed after the payment of the price difference.
If you wish to exchange for a pair of shoes of a lower value, we will not be able to provide a partial refund but a store credit of the value of the price difference will be issued to you to be used in your next purchase.
For all exchanges, you will need to bear all shipping costs involved to complete the exchange.
We strongly advise that you obtain proof of postage of the returned shoes as we will not be responsible for any lost package.
3.1 Condition of Returned Shoes
Unless we deem the shoes to be defective, we will only accept shoes which are returned in their unworn condition together with all accompanying accessories, including shoelaces and shoe bags and in its original shoebox. Shoes are deemed to be worn if their soles have been scratched and in this regard, we would recommend that you try out the shoes indoors on a carpeted surface first before taking the shoes out for a walk. Shoes returned in an otherwise condition will not be accepted for an exchange or a refund.
3.2 Defective Shoes/ Not To Specifications
In the event you are of the view that the shoes received are defective or not made accordingly to the order specifications, please kindly email us at firstname.lastname@example.org and provide us with a description and pictures of the apparent defect/off specification area for our assessment.
Please kindly note that shoes which are damaged after they have been handed over to the shipping agent or as a result of wear and tear from normal usage will not be regarded as being defective. As a general guide only, shoes with any manufacturing defect showing up within six (6) months from the date of the order will be regarded as being defective.
If we assess the shoes received by you to be defective, we will, at no costs to you, make arrangements for the defective shoes to be collected and shipped back to us and we will also repair the defective shoes or send a new pair of shoes (in the same size and model) to you, as appropriate. When we receive the defective shoes, we will notify you via email and update you on the repairs or the status of the shipment of the new pair of shoes.
If your are exchanging a pair of shoes that was ordered via our Made To Order process, please allow the same amount of manufacturing lead time for the new shoes to be ready.
In the event that the shoes delivered was not produced in the exact same specifications as ordered, we will expedite the making of the new shoes and also bear shipping expenses for re-delivery to your address.
3.3 Refund Via Store Credit
If upon receipt of the defective shoes, we are of the view that the shoes are beyond repair, we will provide a full refund via Store Credit into your account to be used for your next purchase.
4. DETERMINE YOUR SHOE SIZE
Our shoe sizes are based on the UK sizing system. To assist you in determining your shoe size, please refer to the following link for a sizing guide (Please print in ACTUAL size):
Please kindly note that the sizing guide will only be able to provide an estimation of a suitable shoe size and is unable to guarantee a perfect fit for the shoes.
5. CONTACT US
Should you need any clarifications or have any enquiries about making an online purchase, do feel free to drop us an email at email@example.com and we will attend to you as soon as we can.
6. PROTECTION OF PERSONAL DATA
In order for us to provide the services in connection with your order, you consent to the collection, use, disclosure and retention of your personal information.