The Shoe Lace Ltd are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us by using the form on the contact us page.
Our Contact details:
The Shoe Lace Ltd
Unit 6 Rake Business Park Rake Hampshire GU33 7PN United Kingdom
Phone: 0845 838 8679
Email: francis [at] theshoelace [dot] co [dot] uk
Vat number: GB945014146
Company number: 6800778
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 credit card payment. If you are shopping from outside of the UK, place your order and your credit card company will convert the transaction to your own currency.
We accept most major credit cards which are handled by our credit card handling company or you may pay via PayPal. In both cases we do not see or keep your credit card details.
Please note payment is taken at point of order.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Shipping And Handling
Shipping to all UK postcodes
Shipping is via 1st class Royal Mail or by courier at our discretion.
Shipping to Europe
Order value up to:
Shipping to Europe is via Air Mail for packages up to 2kg or by courier where the order exceeds 2kg.
These prices are a guide though on occasion we may have to contact you for further payment if the cost of the shipping significantly exceeds the guide prices.
Rest of World
Order value up to:
Shipping to the rest of the world is via Air Mail for packages up to 2kg or by courier where the order exceeds 2kg.
The prices below are a guide. For packages up to 2kg the prices shown should be correct for parcels over 2kg and usually over a value of £55 we will notify you of the additional cost after you have placed the order - you may contact us before placing the order though you will need to know what you are ordering! Overseas shipping costs can be all over the place depending on destination, weight, size and urgency of the product!
Order value up to:
£35.00 + excess
We are responsible for the insurance of your order until it reaches you.
We endeavour to ship orders within a couple of days of receipt of the order from our stock. Some items are made to order or are not kept in stock as they are less ordered items in which case there may be a delay of up to 2 weeks before you receive the item. Should there be a greater delay we will contact you.
Incomplete or Damaged orders
You are responsible for notifying us within three working days if your order is incomplete or damaged upon arrival. We bear the risk for any damage to goods during transportation, until you, the consumer, takes possession of the goods
You are also responsible for getting your address(es) correct. What you enter is what gets printed out on all paperwork. If you enter the wrong address we are not liable for the loss.
ROYAL MAIL - UK deliveries
We send the majority of UK orders via Royal Mail 1st Class delivery. Whilst the Royal Mail is generally excellent at delivering items within 1-2 days they do not always succeed. As such we are tied to their Terms & Conditions as are you for delivery. An item is not considered lost until 15 working days after the expected delivery date. Should you not receive your order within 7 working days please do contact us and let us know. But please note we will not be able to anything until the 15 working days has elapsed.
AIR MAIL - Non UK deliveries
The majority of non UK orders are shipped Royal Mail Air Mail. Orders are generally received 5-9 working days after dispatch but can be up to 20 working days - this length of time may be due to Royal Mail, your local postal service or customs. A non UK order will not be considered undelivered until 25 working days have elapsed from the day after we sent it.
If your item is not in stock, we will back order for you. If the item(s) are likely to take more than two weeks to be in stock you will be emailed with the option to cancel your order if you would rather not wait.
We are VAT registered. Our VAT number is 945014146.
For orders placed where the delivery address is outside the VAT collection area and to where we are sending the order directly the vat will be automatically deducted from the order when you enter your country of delivery in the checkout section of the website.
As a purely internet-based mail-order company, The Shoe Lace Ltd is legally ineligible to participate in the VAT Retail Export Scheme, which reimburses VAT to customers when they purchase goods for personal export outside of the EU.
Credit Card Security
We accept payment using SagePay combined with Barclaycard payment services and also offer the option of using PayPal's Credit Card handling service. You do not need to have an account with PayPal to use this method though you can use your account if you wish.
We can take credit card details over the phone if you are happy to use this method.
We do not store any payment method details on our own systems. The details are all handled on the secure servers of the above mentioned payment handling companies.
You may alternatively send us a cheque. Whilst we don't recommend sending cash through the post we will happily accept cash should you be mad enough to do so - if sending cash you must either send it via registered mail or special delivery mail!!
We guarantee your satisfaction. All of our products come with a 7 day no quibble guarantee.
All products come with a one year guarantee agains breakage or malfunction except our shoe stretchers which all come with a 2 year gaurantee.
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 0845 838 8679 (International +44 0845 838 8679) or write to us at Unit 6 Rake Business Park Rake Hampshire GU33 7PN United Kingdom
Photographs: Copyright in the photographs taken by the company resides with the company. Any unauthorised use will incure a charge of £500 per use.
"You" and "your" relates to the natural person reading this document that is: considering purchasing, has purchased from The Shoe Lace Ltd or is making an enquiry.
HOW WE USE YOUR PERSONAL DATA
We will use the personal information you supply to us in the course of submitting an order for the purpose of fulfilling that order.
Along with, or instead of, placing an order you may have sent an enquiry to us, in which we will use the information you've provided to respond to and answer the enquiry.
We may contact you by telephone, email or other means in relation to your order, for example: notifying you of delivery status, updating you on stock availability or informing you of changes with the order. You cannot opt out of these communications. We will never combine these communications with marketing promotions that you have a legal right to opt out of.
We may use your data for marketing purposes but will always provide a means for you to opt out. We may occasionally use the data you supplied, in our own Legitimate Interest, to send details of products and services that we believe may be of interest to you. We will never use your data in a way that conflicts with your own legal rights and interests.
If we share information with a third party, such as a payment gateway or delivery company, their use of your data will be limited to the purpose of fulfilling your order.
After your purchase, we use a third party customer feedback service to send you an email and request for your feedback, which you may choose to leave. The feedback is held on the customer feedback service's website and on our website. The service provider we use is Feefo.
We will make our reasonable endeavours to ensure that all third parties treat your personal data in a legal and appropriate way.
We endeavour not to transfer the data of EU citizens outside the EU but where we cannot avoid it we will only do so via a third party that have conformed to all of the appropriate EU legislation providing equivalent protection to that if the data was retained within the EU.
WHAT DATA DO WE HOLD?
We hold the personal data that you supplied in the course of placing your order or enquiry.
The data normally consists of: product information, transactional information, fraud checking information, name, address, phone number, email, special delivery instructions and potentially other information to ensure the successful completion of your order.
We may hold notes of our communication with you through different channels including, but not limited to: email, live chat, CRM (Customer Relationship Management system) and phone.
We will not seek personal information from you relating to race, religion, political affiliation, trade union membership, sexual orientation, medical or genetic history and we ask you not to provide such information to us under any circumstances.
HOW WE HOLD YOUR PERSONAL DATA
We will retain the personal information you supply to us in the course of submitting an order or an enquiry, for the purpose of fulfilling that order, responding to or processing that enquiry.
If you place an order, we will retain an electronic copy of your invoice data for the period required by HMRC, after which we will delete it.
Your information will be: securely stored on hardware that has limited access to only relevant persons; and on a server maintained by a third party such as a web host. Whether held by us on our hardware, or on our behalf by a third party, it will be kept secure and protected from unauthorised access using all reasonable means.
CO-OPERATING WITH LEGAL AUTHORITIES
If requested, we will pass information about you (and if relevant, your business) to legal authorities who have the legal right to demand such data.
We may source data from publicly available lists of contacts to use only to target advertising as described above and again under Legitimate Interest. We never use this data to directly contact you.
Our Legitimate Interest is to provide marketing information to people who have shown their interest in our products. We also have a Legitimate Interest in finding other, similar, people and we may use your email address or phone number to help find such people without any detrimental impact on you and our advertising suppliers similarly have a Legitimate Interest in displaying the most relevant ads.
The third-party processors that we use are large responsible companies or organisations and we are sure they have appropriate technical and organisational measures in place to protect your data. Many of these use sub-processors themselves such as cloud services like Amazon Web Services or Microsoft Azure to run their own services. In the case of payment processors, the entire banking infrastructure lies behind them and they pass data to Visa, Mastercard, other similar schemes, the relevant card issuer and acquirer.
We may use personal data for automated decision making; we may send you emails, notifications or other communication that are tailored to you and based on your purchasing history.
Some advertisers, particularly Facebook and Google (but there are others), are used by us and decide what advertisements to show to people based on automated processing of personal information, in order to make those advertisements as relevant as possible to the people who see them. These advertisers should provide the means for you to opt out of such personalisation.
If you have engaged with us, but never placed an order, you may request the complete deletion of your details from our systems. Whether or not you have placed an order, you may request us never to contact you again, and we will comply with your request unless you make a further enquiry with us.
You have a number of rights in addition to those mentioned above, including access to the information ("the right to be informed"). If we process your data for marketing purposes on the basis of your Legitimate Interest, you have the right to object. You also have the right to withdraw your Consent to being marketed to, if you previously gave your Consent.
You have the right to see the data held about you and to receive a copy. You have the right to have any errors corrected. You have the right to ask and be told where your data came from.
You can exercise any of these rights by contacting us using the details below.
You have the right to lodge a complaint with the Information Commissioner's Office (ico.org.uk) if you believe any of your rights are being infringed.
HOW TO CONTACT US
If you have any questions or concerns, please do not hesitate to contact us through our contact us form, or by phone on +44 017 308 9024.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
You may cancel your order any time before dispatch. Once dispatched you have a right to withdraw from the sales contract and return the order/items. The period for the right to withdraw, which is 14 days, begins the moment you receive your order. Should you desire to withdraw from the sales contract you are still subject to our returns policy as outlined below.
Items that are returned for a refund will have the cost of the goods refunded but not the shipping charge refunded though at our discretion we may refund the shipping charge.
Items that are on 'Special offer' or in a sale may be returned for other product but not for a refund.
Items, unless defective, must be returned complete in as new condition. It is the responsibility of the customer returning the product to make sure it is packaged and protected suitably.
To make a return for any reason you must first contact us to request a Return Merchandise Authorisation (RMA) number. You will also need to fill in a returns form which can be found elsewhere on our website.
If you are seeking a refund and are applicable for a refund we shall refund you within 10 working days of receiving the product.
As you are responsible for the items until they are received by us we recommend that you insure them and that you have proof of sending or proof of delivery.