Terms and Conditions
You can place your order by visiting our easy to use web-based ordering system, as an alternative, you can telephone us or visit our shop (see contact page). If you cannot find a particular item you are looking for or you need advice, please telephone us and we will be pleased to help. We have a shop premises as well as an internet business, therefore we have experience in assisting customers with fitting issues and we can offer advice to which items may suit if someone usually has trouble finding shoes. As we are a UK British company our sizes are representation of British sizes. If you are outside of the UK we would advise that you contact us to check your own countries conversion as all sizes differ from country to country. We are not responsible for size conversions as they are only a general guildline.
Your card will be charged in UK Pounds Sterling (GBP). Please note our currency converter is only a guide for your convenience; as currency fluctuates on a daily basis, the conversion to your currency will not be the exact amount charged by your card provider.
Items are dispatched within 1 to 10 working days, please select the delivery option you require. Of special importance, please note that within each delivery time option, orders MUST be placed by 10am, otherwise the working day count will commence from the next working day.
We aim to dispatch items within the specified timescales, however it is not possible to stock every style in every size as turn-over of some styles are very fast. In addition, some brands of shoes are imported by us and they may take up to three weeks for delivery if we do not hold them in stock; these brands include Dyeables, Touchups and Colorful Creations. Please allow longer if your order is being shipped internationally. If your items are delayed we will inform you at our very earliest opportunity.
Please note customers who try to avoid postage charges by placing multiple orders to the same address may result in the order being cancelled (see bulk buying).
VAT CHARGES & OVERSEAS DUTY& TAXES
For orders made from the UK or the EU 20% VAT is included in the price shown. This excludes Children’s shoes, as these are exempt from VAT. All deliveries to destinations outside the UK & EU are exempt from the 20% VAT charge.
Products delivered to some destinations, mainly outside the UK & EU, may be subject to taxes, fees or other charges, which are imposed by local legislation. The recipient of the order is responsible for all customs formalities for their export and import, and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who's ordered them, will receive a separate request for payment of these charges.
If you're ordering products to be delivered to someone else, please make sure they're aware they'll be responsible for these additional charges. Unfortunately we have no control over these charges and cannot predict what they may be, so we're unable to offer any assistance on these processes. We'd advise that you check the import charges applicable in any country before ordering products to be delivered there.
If you are returning good which you have previously paid duty on you may be able to claim a duty refund. Please seek further details with your countries custom agency.
ADDITIONAL POSTAGE CHARGES
If parcels are returned to us due to incomplete address details having been provided, refused deliveries and uncollected parcels they may incur additional postage costs.
You can pay by all major credit and debit cards. Payment is taken at the time of ordering through our secure payment gateway, which is Sage Pay.
Should you be unhappy with your purchase, you may return it for a full refund less the postage and packing cost, provided the items are returned to us in the same perfect condition that they were dispatched in. All packaging must be intact including bags, tissue paper etc. If you wish to return any items for a refund or an exchange, they must be received back at Elegant Steps within 30 days of you receiving the order together with our completed returns form. International orders must be back with us 45 days after we dispatch the order. Sale items need to be received back at Elegant Steps within 14 days of you receiving the order. Goods returned outside of this timeframe will not be due a refund and you must arrange collection at your expense to have the goods returned to you.
We include an optional UK PRE-PAID Royal Mail returns label for UK customers. You may use the UK PRE-PAID label to return your order to us from a UK address for a free exchange. If any of your items are returned for a refund using the UK PRE-PAID returns label we will deduct £2.95 from your refund amount for each product you return (i.e. 1 pair of shoes). If this label is not used and for overseas customer we suggest you use an insured mail service to ensure you return the goods in guaranteed time and condition. Refunds will be arranged using the same method of payment originally used to purchase the goods less the postage and packing cost, this will be arranged within 30 days of us receiving them. Goods paid for by credit/debit card will be refunded to the same card. Return postage must be paid for by yourself.
All items are fully inspected by our Quality Assurance Team before they are sent out. Any shoes returned which have evidence of being worn without foot socks or the soles are scuffed or pitted because the shoes were not tried on a carpeted surface are not deemed suitable for return. Returns for hosiery will not be accepted if the packet has been opened. Any item which is returned and is not in the same condition it was dispatched in will not be accepted back and you must arrange collection at your expense to have the goods returned to you.
ITEMS RECEIVED IN ERROR
Please note that any items which are returned to Elegant Steps instead of to the original supplier in error will incur the relevant postage and packing charges (minimum £10.00) plus an administration fee of £6.00.
When returning an item for an exchange, we offer an optional UK PRE-PAID Royal Mail returns label for UK customers. You may use the UK PRE-PAID label to return your order to us from a UK address for a free exchange. You will also receive free postage on our bronze service for up to three pairs of shoes being dispatched to a UK address. Any further items you require in addition will be charged at the standard rate. If you require your exchanged items sending by a faster postage method you will be required to pay therelevant charge, please indicate this on your returns form. This only applies to orders within the UK.
Overseas exchanges will be required to pay the relevant postage charge indicted on the Returns Form and under our Delivery and Returns Information page, this will automatically be deducted.
BULK ORDERS OF TWO OR MORE ITEMS
Elegant Steps trades from shop premises as well as over the internet, therefore we have a mass of experience and our staff know what styles suit and fit different sizes and shapes of feet. If you wish to have some assistance in placing a volume order, please contact us and we will help you decide which shoes will be suitable for you. We want the items you order to be perfect on your special day, therefore we do encourage you to contact us if you need assistance. Should you wish to order multiple pairs for fitting purposes, our maximum allowance is 6 pairs of shoes at one time. If you have a specific requirement for more than 6 items (ie more than 6 bridesmaids) please contact us to discuss the matter.
Please note customers who try to avoid postage charges by placing multiple orders to the same address may result in the order being cancelled.
PACKAGING THE ITEM FOR RETURN.
Please package the items you are returning in the same way they were sent to you. Product boxes (i.e. shoe boxes) must be protected with an outer corrugated box. Please do not wrap the original items in packing paper, we prefer that you re-use the original packing box that the items were dispatched to you in. Product boxes returned damaged cannot be accepted for return. Please ensure all original packages, tissue paper and plastic bags are also returned. Don’t forget to pay for the relevant postage for the parcel.
Whilst our sale items are advertised in good faith, we regret we are unable to guarantee availability because of limited styles, sizes and the fast turnover of these styles. Please be aware that if we do not state how many styles are available in a particualar size, then generally speaking there will be only one pair left. Therefore, it is advisable that you do not place an order for multiple pairs. If in doubt we advise you to contact us direct to check availability of the sale shoe. Our web site is updated every 48 hours and if an item is not available we will endeavour to contact you at our earliest convenience. All of our sale items are usually discontinued styles and they are not able to be ordered again in additional sizes. Please note that all of our sale items are of a good standard, but please allow for a small amount of possible wear and tear if the item has been tried on in our store (they will only have been worn with hygiene footsox on a carpeted surface). Also, there may be slight box damage so the goods have been priced accordingly. This does not make the item faulty in any way. Refunds of items not available will be processed in the same way as our conventional refunds (see above for further information). Promotion codes will not be applied if you have any sale items in your basket. If you are unhappy with your SALE PURCHASE, sale items must be received back at Elegant Steps within 14 days of you receiving the order, as sale items received past this date will not be accepted and they will be returned back to the customer.
Please note sale items are excluded from free dye or other promotions including discounts.
Whilst every care and attention is given when applying colour to items, we regret that on occasion the dye may run into the interior of handbags and shoes and also the soles of certain shoes this is unavoidable. Elastic and straps may vary in colour from the main body of the dyed shoes. Trims beading, edging, stitching, chiffons and pleats may cause the dye to dry a slightly paler or darker shades.
As the items are of a satin/silk nature glue residue is inevitable around the sole and some of the seams as the dye does not penetrate the glue residue.
Dyed items are not colourfast. They are dyed with a water-soluble solution that will run if exposed to water, this includes moisture from hands and feet. Please be aware that colour may also rub off. If the items are likely to be worn in wet weather, we recommend that a waterproof protector spray be used, which should be re-applied every 3 months, this may also help prevent colour rubbing off. Please note that the use of a waterproof spray may prevent the items from being re-dyed again successfully also the spray may not render the dyed items 100% waterproof however it does help to guard against light exposure to damp and wet conditions.
Any temporarily discounted items which are on offer for short periods of time will revert to their full price at the end of the discount period. If they are then subsequently returned to us for an exchange to another size, the exchanged goods may be charged at the full price.
Items which have been customised to your specification, i.e. dyed items, hand jewelled items or items branded with the date of the event are non-refundable.
Please note that if customising is purchased on our website, i.e. dye or customising, it is done on a trust basis. We have suggested the relevant service and timescales for your ease. If a service is chosen that does not apply to your product, i.e. copper service dye on a sale product or customisation of a non dyeable product, our experienced customer service team will contact you with your options.
If you take advantage of our price match policy and subsequently return the item, you must also return any unopened free gift. Failure to do so will result in the cost of the gift being subtracted from the refund.
FAULTY OR DAMAGED ITEMS AND ERRORS
Please contact a member of our Customer Service team on 0844 414 2394 or firstname.lastname@example.org if you receive a faulty or damaged item.
In the unlikely event that an item arrives to you in a faulty or damaged condition, or you feel an error has occurred, please notify us within 3 working days of receiving the goods and we will arrange a repair of the goods or replacement if necessary to be sent out to you on return of the faulty goods. If you are in the UK, we will send you a free returns label and ask you to obtain proof of postage from the Post Office. We cannot refund any postage you pay to send the shoes back any other method unless agreed beforehand.
Please note we are unable to accept returns on the following items unless found faulty:
- Earrings for hygiene reasons.
- Jewellery and tiara sets containing earrings. (If you are unsure whether the set will be suitable please contact us and we can send the earrings at a later date).
- Dyed Items including swatches (we advise you try for size prior to agreeing to dye).
- Made to order products (i.e. items made in your own material, items jewelled to your specification).
- Childrens socks (unless the packet is unopened)
- Hosiery (unless the packet is unopened)
- Shoe Accessories such as innersoles and foot care products - unless unopened, unused and in original packaging.
- Umbrellas (unless the plastic seal is unbroken)
These conditions do not affect your statutory rights.
Elegant Steps Limited
Ark Royal Way
Registered in England and Wales no: 08496729
VAT Reg no: 836 9759 64