Customer Service and Repairs Policy

Support for the UK and Canada

Contact us at [email protected] or +44 1633 211172 for products, deliveries, returns, payments, privacy or complaints. Our published contact hours are Monday to Friday, 9:00–17:00 UK local time (GMT in winter, BST in summer), excluding UK public holidays. Canadian local times differ. You can email outside these hours; we do not promise a 24-hour live service or a fixed response deadline that has not been agreed.

For delivery to Canada, standard carriage is fixed CAD 20.00 per order, with estimated transit of 3–5 working days after dispatch and 1–2 working days of preparation. The recipient separately pays import taxes, duties and clearance charges. See the Shipping Policy for the full disclosure and currency terms.

Repair and restoration enquiries

A repair form is a request for assessment, not a confirmed booking, payment, guarantee of repairability or agreement to perform work. Please describe the footwear, issue and desired work; do not provide medical records. Cleaning, sole/heel work, stitching and restoration are subject to assessment, material availability and a written quote.

Before work begins, the quote must state the scope, total price, taxes, transport costs, expected completion and any material limitations. We obtain your approval for additional work or cost. Advertised guide prices are not a substitute for the agreed quote. Do not post footwear to us before receiving practical instructions. Cross-border repair transport to/from Canada is assessed and quoted separately; the CAD 20.00 retail-order delivery rate does not automatically cover a repair collection or return service.

Cancellation, workmanship and remedies

UK distance-service contracts generally carry a 14-day cancellation period from contract formation. Starting work during that period requires your express request; any proportionate payment for work performed, or loss of cancellation after full performance, is subject to the required information, consent and acknowledgement. Merely sending an enquiry does not authorise an early start. Mandatory Canadian service-contract and cancellation rules also apply where relevant.

Services must be performed with reasonable care and skill and meet applicable legal requirements. A short voluntary guarantee does not replace legal remedies. We do not advertise an unconfirmed extended protection plan, medical/gait service, free adjustment, price-match promise or blanket six-month limit on defect claims. Remedies for goods are explained in the Returns Policy.

Complaints and records

Tell us the order or quote reference, what happened and the outcome you seek. We investigate, explain the outcome and any next steps, and preserve statutory escalation and dispute rights in the UK and your Canadian province or territory. You do not need to accept store credit in place of a refund required by law. The Privacy Policy explains how enquiry and service records are handled. Changes to this policy do not alter an already agreed order or repair contract without your agreement.