Customer Information

ORDERING

Processing Times:

  • Handmade shoes in custom measurements take approximately 8 weeks from the date of ordering.
  • All shoe designs take a minimum of 4 weeks from the date of ordering.
  • Processing times vary depending on style, and time of year.
  • Express orders are accepted in limited amounts - prior contact and agreement.

Handmade - What to expect:

The majority of my designs are completely handmade to order. I work with a small company who hand make the base shoes for me. This allows me to offer a wide variety of different styles and heel heights, all of which are extremely comfortable and can be made to measure.

When the base shoes arrive with me they are plain, in white or ivory. I use premium quality textile dyes or paint to get the shoes to the desired colour. Fabrics, embellishments, trims, crystals are all carefully chosen and applied by hand. Appliques and fixtures are often handmade. Soles are painted with a quality leather paint and sealed.

There may be some slight differences to the photos in the listings, however each pair is finished to the same high standard.

Do I need to supply the shoes?

In most cases I will provide the shoes. I have a vast range of handmade base shoes I normally work with. These can be offer in sizes 2-8 (UK) or completely made to measure, with a variety of heel heights from 4cm - 12cm. If you require a different size shoe or you are worried about the base shoes, then you can send me your desired shoes. Please contact me prior to this as not all shoes are compatible

Sizing Details:

I use handmade, high quality bridal shoes; these usually run true to size. Please check your shoe size carefully. If you are unsure then please message me prior to ordering to discuss the sizing and options available. Upon ordering I will ask you to supply your usual shoes size and the measurements of your feet to ensure the correct size is ordered.

Most of my shoes fit true to size. Additionally, most of the designs can be made to your exact foot measurements.

It is important that you send me the correct size at the time of ordering, any problems or questions please contact me.

Custom and Personalised Orders: 

I offer a fully customised service, if you don't see the design or style you want then I will do everything I can to incorporate your ideas. This can include the use of different characters. Or different wedding themes and colours. And even completely new designs and styles.

I can add a personal touch to every order, this includes painting the soles of the shoes in your chosen colour and adding a date or name. I can also add personalised images to the shoes

100% Secure Ordering:

We committed to providing a safe and secure shopping environment for our customers. We consider the online security of your payment and personal information to be a top priority.
All transactions are backed by our Safe Shopping Guarantee which promises that you will never pay for any unauthorized charges made on your account.

We are dedicated to assuring that:

All payment information, including credit card number, name, address, etc. is encrypted via Secure Sockets Layer (SSL) during order checkout. SSL is industry standard technology that ensures that all information sent to us remains private and cannot be read by any third parties during transmission.
All credit card information is processed via a secure payment gateway which protects all personal information. For more information on how we keep your personal information safe, please review our Privacy Policy.

We use industry leading secure servers that ensure that our ordering process is up-to-date, safe, and capable of protecting your personal information.

All purchases paid via PayPal are automatically eligible for Paypal Buyer Protection and are covered against fraud for the full purchase price of your order.

SHIPPING & DELIVERY

Standard UK Delivery:
Royal Mail 1st Class - Recorded 1-2 Days

Standard International Delivery:
USA - FedEx 3-5 Days
EUROPE - Royal Mail International Tracked and Signed - 5-7 days
Everywhere Else - Royal Mail International Tracked and Signed - 10-14 days

Shipping Upgrades:
UK - Royal Mail 1st Class Recorded or Royal Mail Special Delivery before 1pm
USA, Europe & Everywhere else - Express 1-3 days - Courier Company will depend on location - FedEx, TNT, UPS and DPD are used

Please note; delivery times are BUSINESS DAYS and beyond my control once the item has been shipped. This can take longer at busier times and international items may be delayed at Customs.

Customs & Import Taxes:

Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

 

RETURNS, EXCHANGES & CANCELLATIONS: 

Cancellations:

​Cancellation must be requested within 24 hours of purchase. Unfortunately, after this time I cannot accept cancellations as your order will have been started.

Returns & Exchanges:

It is exceedingly difficult for me to accept returns due to the nature of the work. Customised, Personalised and Made to Measure items cannot be returned in most cases. However, I realise that ordering shoes online is quite a daunting experience, what if they do not fit? I will work with you to rectify any issues you may have and in most cases I will exchange for a different size.

All returns must be agreed in advance and shoes must be returned in exactly the same condition you received them. Any items that are returned must include the original boxes, tissue paper and additional items. When trying on shoes please ensure your feet are CLEAN and dry or you wear a protective covering. Any shoes returned dirty will incur a 50% restocking fee.

How to Return: 

  • Please contact me within 14 days of delivery.
  • Items must be ship items back to me within 30 days of delivery

Conditions of Return:

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

International Items must be marked as a return on the customs deceleration form. Country of origin must me marked as UK . Any customs charges occurred during a return will be charged to the buyer.

Please contact me prior to returning items for the return address. I am not responsible for Items sent without prior contact (forced returns) that arrive at an incorrect address.

Damaged or Incorrect Items:

Very occasionally items may be damaged in shipping and I apologise if this has happened to you. Please contact me and I will arrange for the free return of your shoes for repair or replacement. I will require photographic evidence of the damage including the box and packaging, this will allow me to investigate and claim with the shipping company.

The Following Items Cannot be Returned or Exchanged:

In line with EU Laws and because of the nature of these items, unless they arrive damaged or defective, I cannot accept returns for:

  • Custom or personalised orders
  • Perishable products (like food or flowers)
  • Digital downloads
  • Intimate items including earrings (for health/hygiene reasons)
  • Items on sale

I cannot accept returns or replacements on items you have worn. Please pay close attention to the included care instructions for your items. These are delicate works of art, they must be stored and handled with great care. Please do not get wet, store in damp conditions or mistreat your item. I cannot be accountable for damage due to incorrect storage or wear.

 

INTERNATIONAL ORDERS (OUTSIDE OF THE UK)

Some countries impose duties upon delivery. Buyer shall be responsible for all duties and applicable taxes.

RETURNS - International Returns must be marked as a Return to prevent import fees; if you fail to do so any import fees incurred when returning items will be charged to the buyer. Items must be sent via a tracked method and returned within 30 days unless otherwise agreed.

Buyers are responsible for return shipping costs. If the item is not returned in its original condition or incurs any additional fees the buyer is responsible this.

PACKAGING, GIFT WRAPPING & GIFT MESSAGES: 

Each pair of my shoes come with a beautifully designed shoe box and matching tissue paper. All packaging materials are eco-friendly and either made from recycled material or fully recyclable.

Gift messages are available and will be added to a ornate card tied with a ribbon at no extra cost - please include the message required. 

Gift wrapping is available - boxes are either black or white with a choice of ribbon colour. The charge for this is £4 per item.

 

FURTHER INFORMATION:

Care Instructions:

Every pair of shoes I create are a unique piece of art, please treat them with great care. I seal my glitter & decoupaged shoes with a durable water-resistant sealant. Rhinestones are attached using industrial strength glue and should not budge. The shoes are water-resistant and not completely waterproof; therefore, I do not recommend wearing them in the rain, on wet grass, or getting them wet in general just to be safe. 

If you need to clean them use a damp cloth to lightly cleanse the surface of the shoe. If by chance any rhinestones do fall off, they can be replaced with a small dab of Superglue or E6000. If you need replacement rhinestones, please contact me & I will send you some at no charge.

Care instructions for clothing items with vinyl imaging:
• Hand wash in cold water only
• These item is not machine washable and the vinyl image may become damaged if washed incorrectly.
• I am not responsible for items damaged when wearing or washing 

Decoupage Shoe Designs:

Some of my designs are made using decoupage. This involves a careful process of applying layers of digitally printed images to the shoes using a specialised technique. Because of this unique process some images may have small creases or small imperfections, these will be minimal and only notable close up.