TERMS & CONDITIONS

INTRODUCTION

By using The Shoelace Shop website, you accept our Terms and Conditions and Privacy Policy. We reserve the right to change these Terms and Conditions from time to time and we advise you to read through them each time you use the site.

You must be over 18 years old to buy goods from this site. If you are under 18, you can only use this site with the involvement of a parent or guardian.

ABOUT THE SHOELACE SHOP

The Shoelace Shop is the trading name of Reis of London Ltd, registered in England & Wales.

Our registered office is

Reis of London Ltd

The Old Barn

Wood Street

Swanley Village

Kent

BR8 7PA

Our company registration number is: 8136941

Our VAT registration number is: GB184905676

GUARANTEE

Any customer purchasing goods online will have 14 days from the date of delivery to cancel their item. Customers will also have an additional 14 days from this point to return the unworn item back to The Shoelace Shop. When returning, please note your intention to exercise your rights under the Consumer Contract Regulations. Standard delivery costs will not be refunded unless the product returned is found to be faulty and The Shoelace Shop are informed of your intent to return within 14 days of delivery, and then sent back to The Shoelace Shop within the next 14 days from that point.

DELIVERY TIMESCALES

We will always do our best to have your order with you on the specified date / time. However, unforeseen circumstances can arise that are outside the control of The Shoelace Shop, the courier, or both which may cause a delay. Although we will do everything to prevent this happening, it may not always be possible. With this in mind, any delivery timescales should be taken as a guideline and not a guarantee of delivery date. We will make contact with you as soon as we are made aware of any delay to your order.

MISSING ITEM

We’re really sorry if part of your order is missing. For us to look into this fully, please allow 5 working days. During this time, the dispatch dept will check if the products were shipped or lost in shipping which does happen from time to time with our couriers. During this time, customers may be asked to provide the packaging their part order has been received in. Customer will also be required to complete a declaration confirming parts of their order was missing at the point of delivery.

COMPLAINT RESOLUTION

In the event that you have a complaint regarding a product or service purchased from The Shoelace Shop please contact us at: admin@theshoelaceshop.com

In the unlikely event that our Customer Service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure you may refer your complaint to The Retail Ombudsman which is a certified Alternative Dispute Resolution Provider. We will respond to any complaint referred to us by them.

The Retail Ombudsman

33 floor Euston Towers

286 Euston Road

London

NW1 3DP

Email: enquiries@theretailombudsman.org.uk

Web: www.theretailombudsman.org.uk

Tel: 0203 137 8268

Alternatively, if your complaint is regarding goods or services purchased from The Shoelace Shop and you are not satisfied with the resolution we have provided, the EU Online Dispute Resolution platform is available at www.ec.europa.eu/consumers/odr

Please note that following submission of your complaint on the EU platform you will be directed to The Retail Ombudsman. You may therefore refer your complaint directly to them.

DAMAGED OR DEFECTIVE GOODS

If you receive an item that is damaged or defective, we will either replace the goods free of charge or refund to you the price of the goods as required. Simply return the goods to us with a proof of purchase.

RETURNS POLICY

You may choose to return any items purchased online to the address below.

OFFICE RETURNS

The Shoelace Shop

Blue Space, SusCon

Brunel Way

Dartford , Kent

DA1 5FW

You can return any item for a refund within 28 days if you are not completely satisfied with it. Returned items must be returned to us unworn and in the original condition you received it from us and accompanied by the invoice. We will assume your order is cancelled and we will refund the full amount to you.

We advise you to send your items back via a recorded post service and get a proof of postage as we cannot be held liable for any goods lost in transit to us. The items are your responsibility until they reach us. This will ensure that you will receive a full refund even if your goods are mislaid in the post.

Once your goods are accepted back into stock you will be issued with a refund. We can only refund the card originally used for payment. Please tell us why you are returning your item(s) to help us to improve our service and goods in the future. We endeavour to process postal return refunds as soon as possible, but please allow 10 working days to be credited in your account.

We will not refund the delivery charge on unwanted goods, within 14 days of receipt of your intention to cancel. We’ll refund the delivery charge only if the goods are damaged, faulty or incorrect. On returned goods we will refund the amount paid.

ORDER ACCEPTANCE AND CONTRACT

We send you a confirmation email within 24 hours of your order being placed to confirm receipt of your order. Orders placed by you are an offer to purchase and will be accepted by us, subject to stock availability. Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process.

There is a delay between the time when the order is placed and the time when the order is accepted and the order confirmation email is not a guarantee of stock availability. On occasion the stock position relating to particular items may change. If an item is not in stock at the time of processing your order, we will let you know as soon after the order has been placed as possible.

The contract for the sale of the goods will be formed when we send an e-mail confirmation to you that we’ve dispatched the product to you at the address you provide us with. Acceptance will be complete at the time that we send this email to you. Any products on the same order which have not been confirmed in the confirmation email do not form part of that contract. At the point of placing your order your card will be debited for the items on your order. If your order has already been dispatched, we can no longer cancel it but you can return it within 28 days of purchase. Please have a look at our Returns policy for details of how to return goods to us.

To securely receive payments over the internet, we use Secure Sockets Layer (SSL) technology to protect your personal information and payment details. We take security seriously and have put in place appropriate physical, electronic and managerial procedures to safeguard the information we collect. This website, its content and any contracts arisen out of it are governed by and in accordance with English law. All contracts are conducted in English and by entering into a contract both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.

We welcome orders from most overseas addresses and all BFPO addresses in the UK. Orders must be paid for by Visa (except Visa Electron), Mastercard, Maestro, Switch, American Express or PayPal. Local import duties may be payable on receipt. Should you be an International customer and have a tax question, we would recommend contacting your local tax office. Please note however that this site and its contents do not form an agreement between The Shoelace Shop and a customer in a jurisdiction in which the products offered for sale would go against any local, regional or national laws. If you know that it would be illegal for us to sell our products in your country, please do not order items from our site as we cannot be held responsible.

Should you be paying by Credit or Debit card, your bank may place a pending hold on these funds. This is out of the control of The Shoelace Shop. This payment will be released when payment for your order is requested by The Shoelace Shop, this is at the point your item is dispatched.

The Shoelace Shop reserves the right to refuse any order.

ABOUT THE SHOELACE SHOP WEBSITE

INTELLECTUAL PROPERTY RIGHTS

All materials, including images, illustrations, designs, site layout, photographs, written and other text or script that are part of this site together with all software compilations, underlying source

code and software in the site are protected by copyright, trade mark, design right and/or other worldwide intellectual property rights and are owned or controlled by or licensed to The Shoelace Shop & Reis of London Ltd. Any use of this website or its contents, including copying or storing it, in part or in whole, other than for your own lawful, personal, non-commercial use is prohibited without the prior permission of Reis of London Ltd. You may not reproduce, publish, transmit, publicly perform, distribute, display, modify, adapt, bundle, alter, create derivative works of the site, sell or participate in any sale of or exploit in any way, any of the contents, the site, or any related software in whole or in part without our express prior written permission.

ACCURACY OF CONTENT

To the extent permitted by law, The Shoelace Shop gives no warranties in relation to the website, in particular with limitation, any warranties regarding the accuracy of descriptions and illustrations of items in the website.

We have taken all reasonable precautions to ensure that the information provided within this website is accurate; in particular that prices shown are correct at the time of publishing and that all items have been fairly described. Whilst all reasonable effort has been taken to display items colours accurately, we cannot guarantee that your monitor’s display will accurately reflect this.

All sizes and measurements are approximate; however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK sizes.

We reserve the right to change at any time any of the details of the items on the site, including prices, colours and sizes.

PRICES AND PROMOTIONS

Prices are set out on the website and include VAT for items delivered within the UK but exclusive of delivery charges. Should you have a Tax enquiry, and your item has been shipped internationally, we’d suggest contacting your local tax office. We reserve the right to alter prices at any time.

If we discover an error in the price or description of an item you have ordered (it happens!), we may cancel your order at any time up to the point we send the item(s) to you. We will contact you where we become aware of an error and ask you whether you wish to continue with your order at the correct price or cancel it. If we do cancel your order you will receive a full refund of any charges paid in advance.

We continually update our website and may run special promotions. Some website promotions may not be available to customers in particular jurisdictions.

DAMAGE TO YOUR COMPUTER

We do our best to keep our site up to date but cannot guarantee that the site and its contents are completely free of technical errors, viruses or anything else that may have a harmful effect on your computer or any technology. By using the site, you acknowledge that you assume full responsibility for all costs associated with any necessary servicing or repairs of any equipment that you use in connection with The Shoelace Shop site. Of course, this statement does not affect your statutory rights as a customer.

LIMITATION OF LIABILITY

To the extent permitted by law, The Shoelace Shop will have no liability to you in contract, (including negligence) or otherwise for any loss (including loss of profit), cost or damage (whether indirect, consequential, or otherwise) suffered as a result of your use of the website or from use of information passed through the website, even if we are aware of the possibility of such loss. Additionally, we shall also not be liable to you for a breach of these terms and conditions or a failure to perform if the delay or failure is due to a cause beyond our reasonable control.

The Shoelace Shop’s total liability for any claim howsoever arising shall not exceed the price paid for the goods supplied by The Shoelace Shop to the customer, together with any postage costs incurred. We do not however exclude or limit our liability in respect of death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation.

ACCOUNT SECURITY

You must use the site for lawful purposes only. By registering with us you recognise that you are responsible for all access made to the site using the log in details that you provide us with. It is your responsibility that you ensure that all information with regards to your account is kept confidential. We shall not accept responsibility for any loss or damage as a result of you not keeping all such information confidential.

MESSAGES DISCLAIMER

You must not submit any messages to the site that are defamatory, offensive, menacing, abusive, obscene, racist, or likely to cause nuisance, offence or embarrassment, damage or inconvenience to either us or our customers, or are in any other way objectionable or illegal. We retain the right to reject any order you may place and remove any such comments placed by you.

SUSPENSION OF SITE

We reserve the right to suspend your use of the website at any time to perform essential maintenance, change details and to remove any inaccurate or unauthorised material, and also to terminate your use of the website if you breach any of these terms and conditions. The Shoelace Shop will also do its best to allow you uninterrupted access to the site 24 hours per day, but access may be suspended, restricted or terminated at any time.

JURISDICTION OF SITE

This website, its content and any contracts arising out of it are governed by and construed in accordance with English law. By entering into a contract with The Shoelace Shop you agree to submit to the exclusive jurisdiction of the courts of England and Wales.

PROMOTION CODES

You can redeem your Promotion codes by entering it in the supplied field at checkout and then click the ‘apply code’ button. Where you use a valid promotion code, the following additional terms and conditions apply on the discounts:

Promotion codes will only be available within the conditions stated in the offer

Promotion codes are only valid until the date published

Promotion codes are only redeemable for purchases made on this website

Promotion codes are not refundable

Only one Promotion codes may be used per customer per transaction.

We reserve the right to end any Promotion codes at any time including prior to the advertised end date without notice.

COMPETITIONS & PROMOTIONS

All competitions and promotional activities are subject to changes at any time, please refer to their terms and conditions.

TERMS & CONDITIONS

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