Faulty Shoe Claims – Terms & Conditions

1. General Overview

We are committed to ensuring the quality of our products. If you believe your shoes are faulty, please submit a claim with all required information so that we can assess the issue.

All claims are reviewed on a case-by-case basis in line with this policy.

2. Definition of a Fault

A product may be considered faulty if:

  • There is a manufacturing defect, or

  • The product fails under normal and intended use

The following are not considered faults:

  • General wear and tear

  • Damage caused by misuse, impact, or external factors

  • Improper care, storage, or cleaning

  • Cosmetic variations or minor imperfections that do not affect the use of the product may not be considered faults, particularly where:

    • They are consistent with the materials or manufacturing process, or

    • They arise through normal wear and use

  • Fit or comfort concerns

  • Minor scratches or surface markings on some platform finishes are an expected result of the manufacturing process and do not constitute a fault.

3. Worn Items

Claims for shoes that have been worn will be assessed with consideration to:

  • Length and frequency of use

  • Type of activity performed while wearing the shoes

  • Overall condition of the item

We reserve the right to decline claims where damage is consistent with normal wear, high impact or inappropriate use.

4. Required Information

To process a claim, customers must provide:

  • A detailed description of the fault

  • Clear images showing:

    • The issue

    • Soles of the shoes

    • Front (toe area), sides, and back

    • Platforms

    • Footbed (stilettos only)

    • Shoe box label

  • Details of how and when the issue occurred

  • Video evidence (if available)

Important:
Images must be clear, well lit, and in focus.
Failure to provide complete or clear information may result in delays or rejection of the claim.

5. Assessment Process

Once all required information is received:

  • Claims will be reviewed by our team

  • Additional information may be requested if needed

  • In some cases, the product may need to be returned for inspection

We aim to assess claims within a reasonable timeframe, though this may vary depending on complexity.

6. Resolution Outcomes

Where a claim is approved, we may offer one of the following at our discretion:

  • Replacement of the item

  • Refund

  • Store credit

  • Discount towards a new purchase

  • Partial discount code

The outcome will depend on:

  • The nature of the fault

  • Product availability

  • Extent of wear

  • Time since purchase

Please note:
Customer preferences will be considered but are not guaranteed.

7. Rejected Claims

Claims may be declined if:

  • The issue is not deemed a manufacturing fault

  • Evidence provided is insufficient or unclear

  • The damage is consistent with wear and tear or misuse

Where a claim is rejected, we will provide a brief explanation where possible.

8. Return Requirements (if applicable)

If a return is requested:

  • Items must be sent back as instructed

  • Failure to return the product may result in the claim being closed

  • Return shipping responsibility will be confirmed during the process

9. Fraudulent or Misleading Claims

We reserve the right to:

  • Refuse claims where false or misleading information is provided

  • Take further action in cases of suspected abuse of this policy

10. Policy Updates

We reserve the right to update or amend this policy at any time without prior notice.

 

Submitting a claim does not guarantee a refund, replacement, or compensation.