Terms & Conditions

IMPORTANT NOTE ABOUT CUSTOMS FEE OR DELIVERY REFUSALS AND COURIER STRIKE ACTIONS: 

Where any customers commissions made to order shoes with us and subsequently cancels the order later than 48 hours from purchase or refuses delivery from the courier or refuses to pay any customs fee (levied by their own governments) for which they are liable we will reserve the right to charge a 20 pounds sterling cancellation fee for each made to order pair. Delivery charges will also be non refundable for any dispatched shoes. In the event of any courier or national postal service initiating strike action on or after delivery we will not be able to cancel any order or effect any refund until items are returned to us (or are confirmed as being returned by the couriers or are officially declared lost - usually after 30 days of search invisibilty) as regardless of our cancellation or refund the original delivery will not be able to be halted resulting in unpaid shoes being delivered subsequently by the courier. Customers explicitly accept this condition when they argree terms at checkout. 

About Us

Pretty Small Shoes Worldwide Customer Services Team

This web site is managed and operated by the Pretty Small shoes London team who are completely dedicated to your total small shoe satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the link on the store page or use the details at the bottom of the page.

Making A Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept card payments. If you are using a parent or guardian card you must get permission of the owner before using it. If you are shopping from North America or anywhere else, place your order and your card company will convert the transaction to US Dollars or your own currency. We accept Visa and MasterCard. If you do not wish to pay online, you may send your card information via phone, or by post but all responsibility for the security of the data will be yours (and we strongly advise that you do not send details this way).

Voucher codes: our system only allows one voucher code to be used per order.  You cannot combine voucher codes with any other voucher awarded elsewhere or from any other offer. If you need your voucher code to be cancelled and the points refunded to you account please email us and we will arrange this for you asap. Where loyalty points are used they will be carried over for a maximum of 2 exchanges and where this occurs or where a returns for refund occurs they will be expired and not be added back to your account.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will resolve the issue manually asap.

ORDERS
All orders are subject to acceptance and availability. PRETTY-SMALL-SHOES.COM offers products for sale that are in stock and available for dispatch from our distribution center or on a hand-made-to-order basis. Occasionally, however, we may be waiting for shipments from our designer suppliers. Consequently you may from time to time be given the possibility of making an advance payment for certain items in which case you are able to make an advance purchase. This will ensure that you receive this item in priority once designer stock has been delivered to PRETTY-SMALL-SHOES.COM. PRETTY-SMALL-SHOES.COM will only take advance purchase orders for stock that has been scheduled for delivery by a designer/supplier. Your rights regarding advance purchase are the same as those for any other purchase at PRETTY-SMALL-SHOES.COM; alternatively you may simply choose to register your email address for notification of arrival of the selected merchandise not held in stock. Items received into stock may be pre-allocated to satisfy Advance Payment orders and customers making Advance Payments will receive items in priority to customers on the Waiting List or customers ordering through the Site for immediate delivery. Please be aware that we may be unable to deliver selected advance payment merchandise due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we will notify you by email and refund the advance payment to your credit card within thirty days of being advised that merchandise has become unavailable. If you have registered your email address for notification of the arrival of a specific product featured on our website, we will attempt to notify you by email within 48 hours of the product becoming available on the site. Please note that on occasion certain products that are in particularly high demand will sell out during this period.

PRICES
Prices shown on the site are in GBP (a currency converter is also available on site which detects your location and and converts prices to your local currency. If you have visited the site before on your re-visit sometimes the currency symbol is remembered by your browser and the local currency symbol may show before the prices are converted, please ensure to press F5 - refresh on your keyboard to re-set the page for more accurate presentation). All prices and offers remain valid as advertised from time to time. The price of a product active in the website checkout at the time the order is accepted at checkout will be honored. VAT is not included in the price of  the shoes on our website. You may also incur carriage costs and any VAT or import duties levied by the jurisdiction to which you have specified delivery. The final price for overseas customers will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction.

ACCEPTANCE OF YOUR ORDER
Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. Payment for both made-to-order shoes and in-stock sales shoes is taken right away and you can cancel and refund your order right up to the point of dispatch. If the shoes have already been dispatched then normal returns conditions apply for returns and refunds. We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that there was a fault on the website system, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set-out above. Furthermore, we may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold; removing, screening or editing any materials or content on the Site; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

EXCESSIVE RETURNS, CANCELLATIONS & FAIR USE POLICY

Excessive returns

All made to order shoes on our site are held to be in principle non retrunable/refundable but we suspend this condition universally in normal circumstances and allow returns of all shoes for exchange or refund. However we reserve the right to refuse any orders where either it is virtually guaranteed that a pair will be returned (ie same style in more than one size) or that there is evidence in our opinion of a pattern of excessive returns (usually 20% or more of made to order shoes purchased). We also reserve the right, at our total discretion to charge any customer with a pattern of excessive returns a re-stocking fee of £20 per pair for every pair returned. We will not apply this charge retrospectively, it will only apply where we have contacted the customer before fulfilling an order to inform them that the non returnable policy will apply to them and a re-stocking fee will apply if they choose to proceed with further order s (if they choose not to proceed, a full and immediate refund will be given). Also, in cases where customers order more than £600 worth of made to order shoes and return more than 55% of the shoes ordered we do reserve the right to charge £20 for each returned shoe at our sole discretion. We also reserve the right to refuse any order where a made to order shoe has been commissioned and returned and subsequently re-purchased from the sale section by the same customer. The judgement that a pattern of excessive or unfair returns behavior has emerged will be at the sole discretion of Tiny Catwalk Ltd. In the event of customers canceling made-to-order shoes after the shoes have been already begun to be made (usually c. 2 days from order date) we reserve the right to require made-to-order shoes to be non-refundable on any future order. Excessive returns also potentially applies (totally at our discretion and may vary from case to case) to exchange orders where we will allow a maximum of two exchanges (with free delivery of exchange shoes to you) on any order sequence and may notify you of re-stocking charges applying.

We also reserve the right to refuse/cancel any order where there has been a pattern of abusive or dishonest behavior by any customers. it is the sole discretion of Tiny Catwalk Ltd to define the threshold as to what constitutes such bahaviour. 

 The extent to which the policy applies is usually approximately as follows:-

returns fees apply up to the point of customers 4 most recent orders having a refund rate of 25% or less (customer to notify us and request lift of fee rule)

If at any point made to order returns for refund exceed 50% across customers 4+ most recent orders it may be re-applied (subject to our sole discretion).

ELIGIBILITY TO PURCHASE
In order to make purchases through the Site, you will be requested to register and provide your personal details. In particular, Customers must provide their real name, phone number, e-mail address and other requested information as indicated. Furthermore, when ordering items, you will be required to provide payment details and you represent and warrant that the payment details you provide on ordering are both valid and correct . The Site is available only to individuals and others who meet the PSS terms of eligibility, who have been issued a valid credit card by a bank acceptable to PSS, whose applications are acceptable to PRETTY-SMALL-SHOES.COM and who have authorized PRETTY-SMALL-SHOES.COM to process a charge or charges on their credit card in the amount of the total purchase price for the merchandise which they purchase. Purchases made on the site are for the personal or gift use of the buyer only and are not to be used for re-sale, commercial purposes or any other commercial benefit. PSS reserves the right to restrict multiple quantities of an item being shipped to any one customer or postal address. Moreover, by making an offer to purchase merchandise, you expressly authorize us to perform credit checks and, where PRETTY-SMALL-SHOES.COM feels necessary, to transmit or to obtain information (including any updated information) about you to or from third parties from time to time, including but not limited to your credit-card number or credit reports (including credit reports for your spouse if you reside in a community property jurisdiction), to authenticate your identity, to validate your credit card, to obtain an initial credit card authorization and to authorize individual purchase transactions.

Shipping And Handling

PRETTY-SMALL-SHOES.COM insures each purchase during the time it is in transit until it is delivered to you (see notes below about timescales for any items being declared lost by couriers) . We reserve the right to require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you or your parent or guardian. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by PRETTY-SMALL-SHOES.COM and transfer of responsibility in the same way.

It is the customer's responsibility to check tracking information (we send you a link when we dispatch your item). It is the customers responsibility to check the tracking to see if any delivery attempts have been made and to contact the courier (using the tracking link if neccessary) to arrange any re-delivery.  We will do all we can to chase and investigate any delays but only on request by customers. If a delivery is completed according to the tracking then you have a maximum of 10 working days to report any loss or mis-delivery so that we can have a reasonable chance to investigate the loss via contact/the raising of support tickets with the relevant courier. If you report any such loss or mis-delivery after 10 working days then we will not be able to record your delivery as lost and will not be able to refund or replace your order. You expressly accept these terms when you agree to our T&C's as you pass through checkout. 

Delivery times and delivery costs are strictly estimates only.

Note: We will confirm acceptance of your order by email and therafter there are no confirmations sent, automated or otherwise, untill we dispatch your shoes (which for made to order items will be c. 2-3 weeks after your order email) when we will email you your tracking number automatically. We are a small team and simply do not have the resources at this time to provide multiple updates for each process stage but as almost all made to order shoes are sent to the same 2-3 week timescale this in real terms does not have much relevance for most orders. We can provide real time updates at any point though if you contact us to request one.

There are several processes involved in the production of your shoes that are all slightly variable and beyond our direct control (shoemakers workload, material supply, courier speed and customs clearances etc) and so some shoes will therefore be delivered earlier than estimate and some a little later. We can only provide updates on delivery on request but all customers will receive an automatic email confirming dispatch (with your tracking number) at the point they are transited through the UK distribution center. Once shoes have been dispatched by the shoemakers usually c. 10 working days from order date, it is very difficult for us to halt any dispatch, and 9 times out of ten it is not possible. On the rare occasions we can intercept the package at the distribution center any delivery cancellation would incur a fee of £25 to manually locate the order and remove it from the courier process. If this is possible we will let the customer know and ask them to confirm if they want to cancel delivery in this way and accept this fee being debited from any order/refund credit. For some regions actual delivery costs will be unknown at the time of purchase (South Africa and UAE commonly have this issue) due to incomplete or out of date courier price data and/or the weight of the shipment is unknown/unverified at the time of purchase. In such cases we may need to investigate alternative courier methods and where confirmed courier costs greatly exceed the original estimated charged price we reserve the right to charge an additional amount before dispatch or to offer full cancelation and refund. 

lost or stolen goods

where customers have reported lost or stolen goods we reserve the right to identify that address or locality as a `problematic location` where only a premuim delivery service such as DHL or FEDEX tracked and signed will be available. In this event, regardless of the delivery option chosen at checkout in future affected customers will be informed by a follow up email that in order for the order to proceed they must pay an upgrade to match the full cost of the premium service to their location or choose a refund. By ticking the terms and conditions box at checkout you agree absolutely to this condition. Where persistent lost or stolen issues occur we resereve at our sole discretion the right to block locations and customers.

It is the customer's responsibility to check tracking information (we send you a link when we dispatch your item). It is the customers responsibility to check the tracking to see if any delivery attempts have been made and to contact the courier (using the tracking link if neccessary) to arrange any re-delivery.  We will do all we can to chase and investigate any delays but only on request by customers

You can check the current status of your shipment by contacting us on 

Office hours:

Mon - Fri 10:00 - 18:00 GMT

Closed weekends and bank holidays
e: orders@pretty-small-shoes.com

Phone support

email to request a call back on orders@pretty-small-shoes.com

08:00 – 18:00 Monday - Friday

09:00 – 13:00 Saturdays

Closed Sundays and bank holidays

Delivery Schedule

There is a delivery date estimator next to the green add-to-cart button on every product page. This is refreshed daily. Delivery date are estimates only and expressly not guaranteed.

We have two types of stock.

Ready made shoes in-stock now.

These are generally dispatched in c. 1 business day from your order date and delivered in 3 - 10 working days (not guaranteed)

Hand-Made-To-Order shoes.

Any shoes that are hand-made to order will take c.14 - 18 business days for UK/Europe (also customers should take note that customs delays can also be a factor in adding extra days to fulfillment). International orders are generally received within c.21-25 business days. Please note that although we try very hard deliver shoes within this time (or even earlier: about 97% of the time) PLEASE NOTE, DELIVERY TIMES ARE NOT GUARANTEED TO ANY SPECIFIC DATE and we offer delivery time estimates only (it is crucial you bear this in mind for events like weddings etc). If you require shoes for specific dates then please, please inform us before hand so we can advise and in all cases the best advice we can give is that you allow plenty of time if you have an important event that you'd like shoes for. We will always do everything we can to get shoes to you on time and as we say in 97% of cases you will get them earlier or on time but do please order allowing plenty of time as there is nothing more annoying than shoes arriving the day after your big event.

By agreeing to our terms and conditions, you agree, in the event of any part of your order being unfulfilled for any reason (for example delayed delivery or because a style is discontinued after your order is accepted), that our liability to you for any inconvenience or consequential loss is restricted to the value of any non-delivered item plus any relevant delivery fee you may have paid.

Hand-Made-To-Order shoes with TAILORMADE SPECIFICATIONS.

Any shoes that are hand-made to order with tailor-made specifications (typically boot shaft height and circumference, non-standard leathers and materials, add/remove straps or decorations etc) are non-returnable/refundable in any circumstances except in the event of non-minor manufacture error. Tailormade items are not guaranteed to be accurately made/ sized to within +/- 1cm on any tailormade dimension and any items exceeding the requested measures to within +/- 1cm will not be deemed to be `in error`. 

Multiple orders

In the event of more than one shoe being ordered with different delivery schedules we will by default elect to send them together after the latest shoe in your order has arrived with us. If you would like any in-stock shoes to be sent in advance of hand-made-to-order shoes within your order then please contact our office by phone or email.

Lost in post/damaged in post

You must inform us within 5 working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. You also agree, when agreeing the terms and conditions at checkout, to complete the `denial of delivery` form that all couriers require us to supply from you in order to claim for any loss of goods through non delivery. You also agree, that without this form being supplied, you will not be able to either be refunded or have your shoes re-ordered. Please quote your order number in all correspondence.

`squeaky` shoes

Shoes that squeak at the beginning of wear are common and normally stop after a few wears as they stretch. Speedier remedies known to work are varied but the most popular is to sprinkle a little talcum powder/baby powder into the shoe (at customers own risk). We would recommend that this be tried first and that they be worn a little longer to `break them in before any return or further investigation is initiated.

EXCHANGE SHOES, EXCHANGE PRICING AND LOYALTY POINTS

Where shoes are returned for exchange and in the intervening period prices have changed (up or down), shoes will be exchanged with no additional charges or refunds. In the event that exchange shoes are at lower prices refunds to match promotional prices on a like for like basis will be given on request only. Where loyalty points are used they will be carried over for up to two exchanges but where returns for refund occurs they are not added back to your account. Loyalty points can be rolled over on a maximum of two exchanges after which they lapse and are cancelled. The excessive returns policy (see above) also applies to exchange orders where we will allow a maximum of two exchanges (with free delivery of exchange shoes to you) on any order sequence and a maximum of two exchanges using loyalty vouchers after which the value in the vouchers will lapse and not be refunded to your account. We reserve the right to alter the number of points awarded for any actions, the nature of the benefits that points can be redeemed for and the points required to redeem any benefits, to be altered at any time and without prior notice. Any unused points (365 days from award date) will be designated as lapsed, and their membership benefits, including accumulated points, will be considered to to have expired.

We reserve the right to end the loyalty points scheme and in such event will expire any points and vouchers created within 30 days of notice (we will email all customers and announce the closure from c. 6 weeks prior to expiration to warn you).

Back Orders

All our shoes are hand-made to order and delivery will take c.14 - 18 business days for UK/Europe (also customers should take note that customs delays can also be a factor in adding extra days to fulfillment). International/USA orders are generally received within c.21 - 28 business days. Please note that although we deliver shoes on time (or even earlier about 97% of the time delivery times and shoe supply are NOT guaranteed and are estimates only. many of our shoes are effectively limited editions in the sense that the supply of leathers and components for specific styles are themselves limited and when they run out the shoe style may be withdrawn by the individual supplier with any prior notice to us. If you require shoes for specific dates then please inform us before hand so we can advise but the best policy is to order well in advance of any key date and bear in mind supply can be affected for reasons completely beyond pretty small shoes ltd's control.

By agreeing to our terms and conditions, you agree, in the event of any part of your order being unfulfilled for any reason (for example delayed delivery or because a style is discontinued after your order is accepted), that our liability to you for any inconvenience or consequential loss is restricted to the value of any non-delivered item plus any relevant delivery fee you may have paid.

Tax Charges

Customers (especially those in the EU post Brexit) are reminded that they are responsible for the payment of any relevant VAT or import taxes/duties that their own Government Customs offices may charge them and also for securing any materials required for special documentation regimes applied in their own country at the point of importation/delivery. VAT is not included in the price of shoes on our website. Please bear in mind that it is NOT Mizchi Pretty Small Shoes applying this charge, it will be your own government setting and collecting the taxes (inc VAT) and any complaints about charges being applied should be directed to them. 

Customers should make their own inquiries as to likely taxes and duties levied by their own governments customs regimes.

By clicking/agreeing our terms and conditions at checkout you confirm that you agree to all terms and therefore you also agree that if you reject delivery/reject a request for payment of any duties levied that you acknowledge that you will not be refunded any delivery charges from your order should the items be either undelivered or returned to sender. We will not process any refunds for shoes returned for the above reasons until the shoes have been returned to us and inspected. 

Credit Card Security

Payment can be made by Visa, Visa Electron, MasterCard, American, Express, Delta, and Maestro debit cards. Payment will be debited and cleared from your account upon receipt of your order by PRETTY-SMALL-SHOES.COM. You confirm that the credit/debit card that is being used is yours. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to PRETTY-SMALL-SHOES.COM, we will not be liable for any delay or non-delivery. We take all reasonable care to make our Site as secure as we can make it. All credit card transactions on this site are processed using shopify payments, a secure online payment gateway that encrypts your card details in a secure host environment. We will also give you the opportunity to securely store your credit card details on our systems. These details will be fully encrypted and only used to process card transactions. To help ensure that your shopping experience is safe, simple and secure. PRETTY-SMALL-SHOES.COM uses Secure Socket Layer (SSL) technology. Furthermore, we will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.

Guarantee

All of our products come with a no quibble exchange or refund guarantee for any unworn/undamaged item returned within 30 days of purchase

Returns Policy

Basically, WE WANT YOU TO BE VERY HAPPY WITH YOUR SHOES.

If you are not happy, and we are able to sort it out, we will do alll we can to sort it out! Guaranteed!

Please note, that whilst made-to-order products are exempt from the obligation to accept returns and offer refunds under UK distance selling regulations we suspend this dispensation and gladly offer exchanges and refunds for any shoes bought from us up to 30 days from the delivery date. We do however reserve the right to apply a no returns rule, or to impose a returns fee in some circumstances (see rules on excessive returns above) but we will never do this without consultation with any affected customer in advance of any order being progressed with this rule applied. 

We have every confidence that you will be delighted with your PRETTY-SMALL-SHOES.COM purchase. However, if you are not completely satisfied please return any item to us in its original condition, including all packaging, within 30 days of receipt (note: certain special orders or shoes that have alterations specified will only be illegible for a store credit).

If you need to return any item to us, please securely wrap shoes individually in tissue and return of possible in the original packaging, along with the shoe dust bags and post your parcel to: 

Returned items are your responsibility until they are delivered to us. Ensure they are appropriately wrapped and secured. We recommend that you obtain a proof of posting.

 Returns are processed usually within 2 working days and we will email you confirmation of your return. Refunds are usually completed within 15 working days of confirmation of return.

Please note we do not refund you the cost of delivery to you or the cost of any returns to as our shoes are essentially, bespoke to you, made-to-order styles.

We want you to be entirely happy with your order, therefore any replacement items will be sent to you free of Postage & Packing charges. You will be notified by email once your return has been received and processed.


LATE RETURNS
Items should be returned within 30 days of the date of your receipt of the goods from us. Returns outside these time frames may be accepted at the discretion of PRETTY-SMALL-SHOES.COM and may only be refunded as a store credit.

TRYING ON SHOES
All shoes should be tried on a carpeted surface before wear. Shoes should be returned, where possible, in their original postage box as this is considered part of the product. Shoes that are returned without the original postage boxes and arrive damaged may not be accepted, and may be sent back to the customer.

FAULTY GOODS

Note on manufacture quality and tolerances: As our shoes are individually hand made customers should expect some minor variations to details (seams, stitching etc) as our shoes effectively each have a production run of just one pair and not the many thousands that mainstream shoes enjoy and on which they can optimise for much higher levels of consistency. We will not normally regard shoes with such minor variances as `faulty` nor will we re-make shoes with minor variances as the shoemakers will not guarantee any re-made shoes to be 100% without variance either. Indeed many people regard this hand-made `character` as a great positive over shoes that have a factory made appearance. All our shoes are made to standard sizing and our size estimates of shoes are based on the effective internal measure for a `standard` foot. Please bear in mind that this estimate may not correspond to an exact north south measure on any shoes as the feel/fit of a shoe can vary by style as well as the standard variance that occurs in an individually hand made product, also the variance on individual feet within a size range also has an effect. That said a brief look at our reviews section will reveal that customers are overwhelmingly satisfied with the quality we achieve.  

Goods are classified as faulty if they are received damaged (minor issues like easily removed patches of stray glue or an imperfect or frayed stich for example or in-soles lifting slightly at the edges etc are not considered to constitute a significantly damaged or faulty item) , or where a manufacturing fault occurs within 3 months of purchase. Please note that items that are damaged as a result of wear and tear (contact with hard or abrasive surfaces for example) are not considered to be faulty. If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will always look to remit a refund/funds to repair (minor) faulty items in the first instance. If a repair locally is not viable we will offer to re-make (re-make applies only if a made-to-order shoes was bought)  or refund the shoes on return of the goods to us (we will pay for the return postage of any faulty items). However, the maximum amount of compensatory action that we will make in these circumstances is to fund the return postage of the faulty shoes and compensate them for the inconvenience with an award of £20 credit voucher (valid for in-stock/sale items only). 

Limit of liability in realtion to faults.

Our liability in relation to faults is strictly limited to the obligation to repair, exchange or refund plus the maximun of £20 compensation per pair as appropriate. 

If you encounter a fault in our shoes, and continue to wear/use the shoes and in the course of that usage the shoes are rendered unrepairable, or the repair clearly becomes more expensive than would have orginally been the case (ie heel stem wear from using without heel tips or water damage from continued usage when using in wet conditions with a sole issue) then our liabilty will be limited to the typical cost of the original pair and not for any additional damage caused by the continued usage of faulty shoes. 

We also reserve the right to decline orders or to re-make orders where in our opinion there is little possibility of making shoes to any particular customers satisfaction.

 

PACKING, ADMIN AND DELIVERY ERRORS

From time to time an admin problem will occur due usually to human or technical error at some point in our process (which involves several third parties over whom we have no direct hands-on control) . Typically a customer will receive shoes meant for another customer. When such errors occur we will do all we can to rectify the situation as soon as we can and with the least inconvenience to the customer. However, the maximum amount of compensatory action that we will make in these circumstances it to offer to refund the customer an amount to cover the return postage of the shoes sent in error and compensate them for the inconvenience with an award of £20 worth of loyalty points added to the customers account. We reserve the right to award greater compensation in selected cases but this will be at our sole discretion.

In the event of shoes being lost in the post customers must allow up to 30 days from dispatch before items are officially declared as lost by the courier (or sooner of it is already clear they are lost) at which point we will offer to re-make/re-send shoes or refund fully and add £20 worth of loyalty points to the customer account. By accepting our terms and conditions you agree to proceed with your order under these compensatory limitations.

SIZING 

Sizing of shoes is by nature a somewhat inexact process. Styles of shoes can effect `fit` considerably (for example point-toe high heels will `fit` very differently to flat round-toe boots in the same size). Also individual foot shapes greatly affect fit (for example one person with size UK 2 feet may have much longer toes than another person who also has size UK 2 feet). For this reason we expressly offer no guarantee whatsoever that shoes in the `correct` size for you will fit. Unfortunately physically trying shoes is the only way to discover if a size in a certain style will work for you. It is for this reason that we happily allow customers to buy even hand-made-to-order shoes in multiple sizes and to return for full refund any of them still in un-worn condition that they don't want to keep for up to 30 days from receipt. Also some shoes you receive from us may have a stamp on the sole that is different to the size they are sold as. This is because in certain far-east countries the declared numerical size for EU shoe lengths is different to shoes made in the EU (e.g. a 230mm shoe in South Korea is declared at EU 36 but in Europe it is typically stamped 35).

By agreeing our terms and conditions you agree to accept that fit is not guaranteed and that certain shoes may be stamped one size higher or lower than the length would normally correspond to for a shoe made in the EU.

SALE RETURNS
Items bought in any sale or promotional period or within any offer are only eligible for return for exchange or credit within 7 days of delivery or up to the end of the sale period whichever is the sooner. Items bought at discounts of 50% or more may not eligible for return or refund (see specific product pages where this will be clearly stated if applied). This does not affect your statuary rights.

LOYALTY POINTS (scheme now ended)

We reserve the right to alter the number of points awarded for any actions and the points required to redeem vouchers to be altered at any time and without prior notice. We reserve the right to end the loyalty points scheme and in such event will expire any pints and vouchers created within 30 days of notice (we will email all customers and announce the closure from c. 6 weeks prior to expiration to warn you).

Where loyalty points are used on any order they will be initially carried over as credit for an exchange but where orders are returned for refund they are not added back to your account. Loyalty points can be rolled over on a maximum of two exchanges after which they lapse and are cancelled and we may apply a notice of a application of a £20 re-stocking fee on any future orders. 

Loyalty points are NOT valid when collected or accumulated by any customer who has not previously made a full price purchase within the previous 18 months that is both older than 30 days and unrefunded and we reserve the right to cancel all purchases using invalid loyalty points at our sole discretion.

We also reserve the right to block or ban the accounts of customers who make repeated attempts to buy shoes using non-valid points. 

We also reserve the right to charge an admin fee of £10 for every invalid attempt to use vouchers after an initial warning. Persistent abusers will have their IP address blocked from accessing our site.  

Loyalty points awarded for purchases are awarded on a `pending` basis until the deadline for returns/refunds for the related shoes has passed, after this point the system will automatically validate the points and they will become available for redemption. 

Where shoes are returned for exchange and in the intervening period prices have changed (up or down), shoes will be exchanged with no additional charges or refunds. In the event that exchange shoes are at lower prices, refunds to match promotional prices on a like for like basis will be given on request only.

Loyalty Points are expired in 12 months if unsused. We will do this manually each year and no prior notice will be given. If we omit to expire your points they can be used untill we expire them manually. 

We reserve the right to alter the number of points awarded for any actions and the points required to redeem vouchers to be altered at any time and without prior notice. We reserve the right to end the loyalty points scheme and in such event will expire any pints and vouchers created within 30 days of notice (we will email all customers and announce the closure from c. 6 weeks prior to expiration to warn you).

Reaching Us

We try to answer all emails and telephone queries within one working day but we operate a small team and this cannot be guaranteed but we do usually answer very speedily in practice. 

Office hours:

Mon - Fri 10:00 - 18:00 GMT

Closed weekends and bank holidays
e: orders@pretty-small-shoes.com

Phone support

mail us at orders@pretty-small-shoes.com to receive a call back

08:00 – 18:00 Monday - Friday

09:00 – 13:00 Saturdays

Closed Sundays and bank holidays