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Terms & Conditions and Other information

Please use the menus on the left to read all our full terms and conditions.

Terms and Conditions

  1. Orders are accepted and promises for delivery given conditionally upon our being able to secure the necessary materials, and without responsibility for delays arising through uncertainties of manufacture, strikes, accidents or other causes beyond our control.
  2. All risks in the goods shall pass to the customer on delivery, but the goods shall remain the property of Shipton & Heneage Ltd until paid for in full by the customer.
  3. All care and attention is given to ensure that technical information and advice is accurate but the seller does not warrant the accuracy thereof and the customer relies on the same at his own risk.
  4. We cannot accept goods that are returned to us soiled or damaged. Customers are advised to remain indoors while trying goods, to prevent damage. Customers who damage goods will remain liable to settle their invoice in full.
  5. Please check goods against order. Shortages, breakages and incorrect goods will be rectified if this office is notified within 14 working days of delivery.
  6. Any returned goods must be returned, preferably with the original invoice, and must be in the same condition as the customer received them in.
  7. Customers may cancel an unfulfilled order at any time except in the case of bespoke work that has been commenced.
  8. Customers are required to pay for the postage of any goods being returned unless the goods were either faulty or the order was sent out in error, in which case Shipton & Heneage Ltd will refund the postage in full.
  9. No goods can be released to clients until payment has been received in full.
  10. Prices are subject to change.
  11. All business is subject to our terms and conditions of business.
  12. We abide by the code of practice covering the use of personal data as outlined in the UK Data Protection Act of 1998
  13. Customers receiving goods outside the EEC are responsible for any local taxes and/or duties incurred. You may be required to give your social security number to our couriers to clear customs. This is a requirement for the USA. Failure to give this information will result in the goods being returned to us. Any subsequent refunds will be net of any fees in recovery of goods.

Important: You must also read below to have read our full terms and conditions.
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Further Terms and Information~Data Protection & Privacy
Company information
Returns
Customs & Duties










Data protection and Privacy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998)

We collect information about you for 2 reasons:
  • firstly, to process your order and
  • second, to provide you with the best possible service.


  • We will not e-mail you in the future unless you have given us your consent.
    We will not pass your e-mail address to other trusted traders unless you agree.
    The type of information we will collect about you includes:


    • your name
    • address
    • phone number
    • email address
    • credit/debit card details
    • shoe size
    We will never collect sensitive information about you without your explicit consent.

    The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

    The personal information which we hold will be held securely in accordance with our internal security policy and UK law.

    If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

    If you have any questions/comments about privacy, you should email us at: Contact us



    Unsolicited email
    We will not send you unsolicited email unless

  • You have given us your consent, or
  • It is in response to a query from you.
  • It is in relation to your order with us.




    Shipton & Heneage Company Information

      Registered Company Number: 2320918
      Registered Office: 15 Cedar Avenue, Hatchend, Middlesex, HA5 4BY, UK
      Directors: James Cookson, Alastair Baxter
      Vat Number: GB503317978
      E-mail: Contact
      Website: http://www.shipton-usa.com
      Head Office Address: Shipton & Heneage Limited, 117 Queenstown Road, Battersea, London SW8 3RH, UK
      Telephone: +44 (0)20 7738 8484
      Fax: +44 (0)20 7498 5638
      DUNS ref: 501328868





    Customs & Duty

    We do not charge U.S Customs duties - they are not assessed until the package arrives in the United States, and they cannot be paid in advance.
    We are not responsible for duties payable. Only the recipient, by law, is liable for duty.

    To the best of our knowledge, in normal circumstances, Duty is waived on personal items less than $200 or gifts worth less than $100. Some of our shoes may be liable to duty.

    For more information please visit the Official US government site covering international mail imports.

    Please note, customers refusing to accept parcels because of customs duty will only be refunded for the goods when we recover them and we will refund them net of any charges incurred by us to recover the goods.

    Exchanges & Returns/Cancellations

    We pride ourselves on the quality of our shoes and accessories and insist that our staff inspect each pair of shoes carefully before packaging and dispatch.

    But if for any reason you are not happy with the product, please accept our sincere apologies and send it back with a note and we will either send you a replacement product or refund your money - whichever you prefer. Please refer to procedure below.

    Returns Policy
    We will always refund or exchange the shoes if they are returned in resaleable/perfect condition within 14 days of receiving them. We will not, as a rule, refund the postage back to us unless we have made a mistake and it has been agreed with us.

    Note, if the customer refuses the goods we will only refund once we have received the goods and the refund will be net of any charges incurred by us to recover them.

    Fitting
    We endeavour to send out shoes that will fit, and we rely on the customers to give us as much information about their feet as possible, and we like to open a dialogue with our customers. Once we know which styles fit well we can recommend which others should also fit.
    We will never send out shoes knowing they will not fit.
    We cannot be held responsible for refunding postage unless we are at fault or unless agreed by prior arrangement with us.

    Trying the shoes on.
    Please ensure you try your new shoes on carpet as we cannot accept back soiled, scuffed or worn shoes or worn soles.
    If the heels are slipping - the sole may need some bending. For example, slippers always need a good bending before the heel grips properly. This also applies to many shoes.


    Customs & Duty

    We do not charge U.S Customs duties - they are not assessed until the package arrives in the United States, and they cannot be paid in advance.
    We are not responsible for duties payable. Only the recipient, by law, is liable for duty.

    To the best of our knowledge, in normal circumstances, Duty is waived on personal items less than $200 or gifts worth less than $100. Some of our shoes may be liable to duty.

    For more information please visit the Official US government site covering international mail imports.

    Please note, Your Social security number may be required by our couriers to clear your goods through customs. Customers refusing to accept parcels because of customs will only be refunded for the goods when we recover them and we will refund them net of any charges incurred by us to recover the goods.
    If you are not prepared to give out these details as required then please do not order.
    How to return your shoes

    1. CONTACT US within 14 days of receipt by phone, post, fax or email and tell us your intention to return
    2. The goods must be returned, with the original despatch note or a copy. Please use the original or similar protective packaging.
    3. The goods must be in the same immaculate condition as they were received in - we cannot accept scuffed/worn-in/damaged goods. (We thus suggest you remain on carpet while trying shoes on).
    4. We will exchange the goods as requested, or should you wish to cancel your order, we will give you a full refund within 30 days of your cancellation unless there has been customisation.
    5. You have to pay the cost of returning the goods - we recommend registered/traceable and insured postage, as we cannot be responsible for lost packages.
    6. In the case of exchanges (e.g. for size changes) please note that although we ask you to bear the cost of postage back to us, we will pay for the postage of the replacement shoes to back to you. In this way we are, in effect sharing the cost of postage with you for any of your exchanges.
    7. Please note that in the unlikely event of the goods actually being faulty or we have incorrectly fulfilled your order, we shall of course refund your postage in full. This must be agreed with us in advance.
    8. Return Address - We will give you a label and RMA number to use on the return package.



    Please DO NOT mail shoes back to the UK - it is much more costly and incurs extra non-refundable fees clearing UK customs.

    Refunds
    Once we have received your package and checked the goods we will normally process these items within 10 working days.
    We cannot be held responsible for refunding postage unless we are at fault or unless agreed by prior arrangement with us.

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