Terms & Conditions

In using this website you are deemed to have read and agreed to the following terms and conditions:

The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and any or all Agreements: "Client", “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions. "The Company", “Ourselves”, “We” and "Us", refers to our Company. “Party”, “Parties”, or “Us”, refers to both the Client and ourselves, or either the Client or ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting the Client’s needs in respect of provision of the Company’s stated services/products, in accordance with and subject to, prevailing English Law. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.


  • Privacy Statement

We are committed to protecting your privacy. Authorized employees within the company on a need to know basis only use any information collected from individual customers. We constantly review our systems and data to ensure the best possible service to our customers. Parliament has created specific offences for unauthorised actions against computer systems and data. We will investigate any such actions with a view to prosecuting and/or taking civil proceedings to recover damages against those responsible. For more details please read our Privacy Policy


  • Confidentiality

Client records are regarded as confidential and therefore will not be divulged to any third party, other than [our manufacturer/supplier(s) and] if legally required to do so to the appropriate authorities. Clients are requested to retain copies of any literature issued in relation to the provision of our services. Where appropriate, we shall issue Client’s with appropriate written information, handouts or copies of records as part of an agreed contract, for the benefit of both parties. We will not sell, share, or rent your personal information to any third party or use your e-mail address for unsolicited mail. Any emails sent by this Company will only be in connection with the provision of agreed services and products.


  • Disclaimer

Exclusions and Limitations 

The information on this web site is provided on an "as is" basis. To the fullest extent permitted by law, this Company:

excludes all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or the Company’s literature; and excludes all liability for damages arising out of or in connection with your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages. This Company does not however exclude liability for death or personal injury caused by its negligence. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected. 


  • Payment

PayPal transfer is the acceptable method of payment. Our Terms are payment in full before shoes are customised. 50% of the total package cost is payable to secure your space on our waiting list and is non refundable. Final payments are due two months before the delivery date on 1st of that month or before we start the mock design whichever is sooner. Example, if your order is due for delivery in March, the final payment would be due by 1st January. 

Late payments may result in your delivery date being delayed. The delay will not be relative to the lateness of your payment. We reserve the right to remove your order from your original delivery date slot and add your order to the next available delivery date once the late payment is made. This could be significantly later than your original date slot-no refunds will be offered. 

Late payments will incur a charge as follows:

1-13 days late-No charge

14-21 days late £15

Over 21 days late £25. 

If you need to change your delivery date please contact us at the earliest opportunity for availability but at least two weeks prior to your delivery month. If you are changing the date to further ahead the final payment will still be due on the original due date. If changing your date sooner, the final payment will be due two months prior to this date or immediately if it is less than two months out. 

All goods remain the property of the Company until paid for in full. We reserve the right to seek recovery of any monies remaining unpaid sixty days from the date of invoice via collection Agencies and/or through the Small Claims Court in the event that the outstanding balance does not exceed £3000. In such circumstances, you shall be liable for any and all additional administrative and/or court costs.  


  • Tartan Shoes

We will ask for the tartan and version that you require on the consultation questionnaire. We will then order the tartan you state. Any changes to this tartan once ordered will incur a £45 fee.


  • Cancellation and Refunds Policy

Both the Client and ourselves have the right to terminate any Services Agreement for any reason, including the ending of services that are already underway. No refunds shall be offered, where a Service is deemed to have begun and is, for all intents and purposes, underway. Any monies that have been paid to us shall be refunded if we terminate the service. We can not except responsibility for shoes not fitting and no refund will be given since there is the option of a try on service. Minimum 14 days notice of cancellation required. Notification for instance, in person, via email, mobile phone ‘text message’, or any other means will be accepted subject to confirmation in writing. If you decided to cancel your order then 50% of the total cost will be charged up until the mock design process has started. After this time no refund will be issued. If you cancel during your delivery month but the mock design has not been started, 85% of the total cost will be charged. Cancellation after the delivery month will result in 100% of the cost being charged. In addition after the design is approved no responsibility will be taken by Lace and Love or refund given if the customer changes their mind or decides they don't like the shoes.

For clients moving their delivery date further out, the original delivery month will be counted for the above charges and not the new month unless that is sooner.

After base shoes have been agreed on, if you want to change the style then a £35 charge will apply on the Exclusive Package. On the VIP Package one style change is included, further style changes will incur the £35 charge.

Changes from the VIP and Exclusive to the Luxury package will incur a £25 charge to cover administrative expenses. If you have purchased our rush VIP service and wish to change to the Luxury package and still wish to have the rush service an additional £50 charge will be incurred.

Customers must notify us within 24 hours of receiving their order about any damage, fault or problems. After this time we do not except any reponsibility. Our designs on the shoes are all done by hand and whilst every care is taken to ensure embellishments are attached securely these can become unattached from time to time. Small beads or other embellishments may be lost or damaged if caught or snagged. Should this happen we are unable to offer a refund however we may be able to provide you with some replacement beads subject to availability. 

Ready made non custom items may be returned for a refund within 14 days of receipt. These must be returned via a tracked, insured service paid for by the buyer. The buyer must notify us in writing before this period of the intended return. Items outside of this period will not be eligible for a refund. They must be returned in the original and unused condition.

Heel tips will wear down and occasionally come off. These should be replaced before damage to the main heel is caused by a good shoe cobbler. All shoes are coated with a stain and water repellant prior to being posted out. Whilst this helps against stains and water damage it will not stop it completely and care should still be taken. You can recoat your shoes periodically, taking care to cover any metal embellishments first. Shoes should be stored in cool, dry conditions and a place out of full sunlight. Futher general shoe care may be found online and is your responsibility for their general upkeep.


  • Delivery

Unless agreed by us your order will be delivered to the address provided on your order at the time of purchase. We will use resonable efforts to deliver your order within the stated time however do not guarantee this time frame. Delayed replies to our emails, changing designs, delay in sending your shoes to us, changing shoe styles and/or changing packages will delay your completion date and we can't guarantee delivery by your required date. A delayed time in response or sending shoes by the client or any of the above scenarios, will not be relative to the delayed time your order will be completed. This will be subject to the current wait times and workload. If you are sending your own shoes to us, these will need to be with us a minimum of 6 weeks prior to the start of your delivery month. No refunds will be offered in this circumstance. We will not be liable for any delay or inability to deliver within the estimated lead times or postal delays or import charges imposed by your country.


  • Dyeing

While we try our very best to find the style of shoe in the colour you want it is not always possible. In this case our last option would be to dye to your desired colour. Only dyeable shoes can be selected for this option and 3 weeks extra should be allowed for dyeing. We will make a reasonable effort to have the shoes dyed in the colour of your choosing however colour can vary between different shoe fabrics. Dye can also be uneven over pleats, gathers and knots in the fabric. The small areas in the seams where glue may be present may not absorb dye as readily as the rest of the shoe. Shoes are dyed with a water soluble dye so could run or fade if they come into contact with water. We will coat your shoes with a water repellant to help protect against this but shoes should be coated again periodically ideally before each wear and by covering any embellishments. By agreeing to have your shoes dyed you are agreeing to these terms.


  • Availability 

Unless otherwise stated, the services featured on this website are available within the United Kingdom and Worldwide. You are solely responsible for evaluating the fitness for a particular purpose of any downloads, text and products available through this site. Shoe styles and colours are subject to availability. Previous shoe styles may not be available and a selection of shoe styles will be given to choose from. If you reject all of the styles provided you can change to the Luxury package subject to the terms or you may cancel which is subject to our cancelation terms state above. Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of the Company. The Company does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best ability. By using this service you thereby indemnify this Company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.


  • Try On Service

We offer a try on service if you are unsure of sizing. We send out the unworked shoe for you to try. If it doesn't fit, we offer an exchange to a different size or style only subject to purchased package. Cancellation of orders will be subject to the original cancel terms stated previously in our terms and conditions. Shoes must be posted back to us via recorded post at the customers cost and insured for a minimum of £50. Any shoes not received will incur a lost shoe charge as stated below. Shoes must be sent back within 5 working days of receipt. If you reside outside of the UK or Europe and would like to use the try on service, please contact us. Please note that using the try on service will increase lead times for the order.

Shoes from overseas must be marked as “returned goods” on the customs form and box when sending otherwise we will incur customs import charges. If this is not marked on the customs forms and box and we incur such charges, these charges will be passed onto the client.

Shoes are deemed as lost once the standard delivery time has passed. Standard delivery time is based on the timeframe provided by the customer's chosen courier service and the delivery service selected. Should the shoes become lost when posting them back to us, there will be an additional £35 charge. This charge will be invoiced and due prior to your shoes being completed and posted out to you. It will be the customers responsibility to claim back the charge from their selected courier. Please note that lost shoes will increase lead times for the order.

Additional try on services can be purchased outside of your package if required  

  • Gift Vouchers

Gift vouchers are redeemable against all our products online. Gift vouchers are valid for 1 year from the purchase date. Vouchers presented after their expiry date will be treated as void and are non-exchangeable and non-refundable. Multiple Gift Vouchers may be redeemed in the same transaction up to the value of the goods being purchased. Gift Vouchers cannot be exchanged for cash. Where Gift Vouchers offered have a greater value than the goods being purchased, change above £4.99 will be returned as a Gift Voucher. Gift Vouchers must be submitted upon redemption. We cannot accept responsibility for lost or stolen vouchers.


  • Links To This Website 

You may not create a link to any page of this website without our prior written consent. If you do create a link to a page of this website you do so at your own risk and the exclusions and limitations set out above will apply to your use of this website by linking to it.


  • Links From This Website 

We do not monitor or review the content of other party’s websites which are linked to from this website. Opinions expressed or material appearing on such websites are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these sites. We encourage our users to be aware when they leave our site & to read the privacy statements of these sites. You should evaluate the security and trustworthiness of any other site connected to this site or accessed through this site yourself, before disclosing any personal information to them. This Company will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from your disclosure to third parties of personal information.


  • Copyright Notice 

Copyright and other relevant intellectual property rights exists on all text relating to the Company’s services and the full content of this website as well as shoes designs. 


  • Communication

We have several different contact methods for queries. These, & other contact information, can be found on our Contact Us link on our website or via Company literature or via the Company’s stated telephone number. 

This company is in England and Wales, Office 6 The Retreat, Barrow Upon Soar LE12 8QG.  


  • Force Majeure

Neither party shall be liable to the other for any failure to perform any obligation under any Agreement which is due to an event beyond the control of such party including but not limited to any Act of God, terrorism, war, Political insurgence, insurrection, riot, civil unrest, act of civil or military authority, uprising, earthquake, flood or any other natural or man made eventuality outside of our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen. Any Party affected by such event shall forthwith inform the other Party of the same and shall use all reasonable endeavours to comply with the terms and conditions of any Agreement contained herein.


  • Waiver

Failure of either Party to insist upon strict performance of any provision of this or any Agreement or the failure of either Party to exercise any right or remedy to which it, he/she or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any Agreement. No waiver of any of the provisions of this or any Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.


  • General

The laws of England and Wales govern these terms and conditions. By accessing this website [and using our services/buying our products] you consent to these terms and conditions and to the exclusive jurisdiction of the English courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision. These Terms and Conditions shall not be amended, modified, varied or supplemented except in writing and signed by duly authorised representatives of the Company.


  • Notification of Changes

The Company reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site. If there are any changes in how we use our site customers’ Personally Identifiable Information, notification by e-mail or postal mail will be made to those affected by this change. Any changes to our privacy policy will be posted on our web site 30 days prior to these changes taking place. You are therefore advised to re-read this statement on a regular basis

These terms and conditions form part of the Agreement between the Client and ourselves. Your accessing of this website and/or undertaking of a booking or Agreement indicates your understanding, agreement to and acceptance, of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected.    

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