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Shopping With Us Online

Tracey Neuls Limited Terms and Conditions of sale apply to your online purchases of goods at www.traceyneuls.com. 
By placing an order, you enter into an agreement with us and accept these Terms and Conditions. If for any reason you do not agree, please do not complete your online order. We reserve the right to change, amend or update our online terms (including product information) at any time. All changes will be effective on orders placed after any change is published on www.traceyneuls.com.

Our online store only offers products that we have in stock and that are published on our website. Please note that all orders are subject to availability. Items that are in your shopping basket are not reserved and may be purchased by other customers until you have completed all checkout steps and received an order confirmation from Tracey Neuls.

For ease, we suggest you create an account for future Tracey Neuls online purchases. You will be asked to register and provide your personal details including your real name, e-mail address and other relevant information as indicated. Should any of your registration information change, please update your personal details within the account settings or notify us by email at shoes@traceyneuls.com .

Please note, that the password you activate for your account should be unique and kept secure and you must notify a member of our team immediately about any breach of security or unauthorised use of your Tracey Neuls online account. More information about our Privacy Policy can be found at the bottom of this page.

Making Your Selection
Shopping online with Tracey Neuls Limited is a secure process. We do not accept customer orders via email. Tracey Neuls Limited reserves the right to restrict multiple quantities of an item, or of orders, being shipped to any one customer or postal address

When you have decided on the goods that you wish to buy, simply select the size and quantity, double checking that your selection is correct. Click on the ‘Add to Cart’ button. When you have added goods to your cart, you have not committed to buying at this stage. Do note that the items inside the shopping cart have not been reserved until fully purchased.

Whilst browsing our website, there is always the option to amend your order at any point. Only when you complete the ‘Confirm Payment’ page is your order actually complete. Before then, should you wish to edit your selection, simply click on the ‘Cart’ icon and select ‘Edit Cart’. Here you will be able to amend the quantity or remove / add selected products.

Checkout and Payment
To complete your purchases on our website, please make sure you have selected the goods you want and have read and agree with our terms and conditions. Proceed by clicking on the ‘Checkout’ button. Here you may check in as a guest or sign-up to create a Tracey Neuls Online account with us. Having an account makes online ordering with us in the future a faster, more streamlined process. All personal information obtained is never shared with third parties.

When you click on the ‘Checkout’ button you will need to enter your delivery address, billing address and contact details.

Our ‘Customer Information’ page will clearly show the total price of your order including VAT. Our prices are shown in your chosen currency and all prices displayed in the Tracey Neuls online store include 20% UK Value Added Tax (VAT). The shipping fees are excluded and will be added to your order at the checkout stage. The shipping price will differ based on your chosen service and location. Please note that you will be liable for any Custome, Duties or Import taxes that may apply. Please find more information about our delivery charges for each country in our Delivery Options section.

While on ‘Customer Information' page if you are satisfied that your order is correct, you will have two options for how you would like to pay. The two options are:

Paypal
If you wish to pay via Paypal, please click on the ‘Fast Checkout with PayPal’ button.

Credit / Debit Card Payment
If you would like to pay by card, select the ‘Paying with Debit/Credit Card’ option and you will be directed to fill in your card information.

Orders placed using a PayPal account can only be processed online. When paying by card or PayPal, Tracey Neuls reserves the right to check the validity of the card or PayPal account. We also reserve the right to deny any purchase.

Whilst we try to ensure that prices shown at the time you place your order are accurate, we reserve the right to make price adjustments to our online website if it is discovered that the price has been quoted in error.


Shipping Options
To select your preferred shipping method please click on ‘Continue to Shipping Method.’  

Delivery costs are calculated at the checkout. You can refer to our full ‘
Delivery Options’ section for different options and pricing. Please note that all prices, VAT, delivery times and delivery charges will be adjusted depending on the country you would like your items shipped to. Shipping fees in £ (GBP) will be displayed at the checkout. We take the greatest of care to be as accurate as possible when receiving and dispatching orders.

We aim to dispatch all orders within 24 hours (Monday – Friday) with the exception of sale and peak periods where this may take longer. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. We will dispatch the approved orders as quickly as possible and for the UK we aim for next business day delivery. A standard UK delivery can take 1-5 working days (Monday – Friday) from the time of placing the order and this margin is dependent on external courier logistics.

Delivery times outside the UK may vary depending on where the order is to be delivered. Please note that we only sell items that we have in stock. Items may sell out during the shopping session, and stock availability will be updated once you reach the checkout. Tracey Neuls Limited is not responsible for any delays caused by destination’s Customs and Duty clearance processes, or courier delays due to adverse weather conditions etc. If a delivery suffers a delay or if the delivery cannot be dispatched due to the goods not being in stock or other reasons, the customer will be informed by Tracey Neuls Limited about this as quickly as possible. In this case, the customer will be given the option and has a right to terminate the agreement. In the case of termination in accordance with this paragraph, Tracey Neuls will refund the customer with the sum paid as quickly as possible. The place of delivery will be the address that the customer makes known to Tracey Neuls at the time of registering personal details and placing the order.

Payment Method
The ‘Payment Method’ page will give you the final price of your order including VAT and delivery costs. This is the final stage in making sure that your shipping information is correct. If you are satisfied that your order, shipping, and payment details are correct please click ‘Confirm Order’.

By confirming your order, you are accepting and authorising us to take payment of the full amount shown, including delivery charges and any other additional charges that have been detailed above due to location or a flux in currency exchanges. We will take Payment from you at the time you place your order, however, taking payment does not mean we have accepted your order. As stated in our ‘Delivery Options’, we do not accept orders for more than 3 pairs of shoes within UK and Europe and no more than 2 pairs of shoes for International (outside of Europe) destinations. If that is the case that you have ordered over this amount, one of our members of team will be contacting you to discuss options. In the event that we do not accept your order, a full refund will be given as soon as is responsibly possible.

Order Confirmation
Your order shall only be deemed accepted by us when we have provided you with a written acceptance of your order via email. You should receive an immediate online confirmation on your screen at the end of the checkout, as well as an email confirmation of your order from Tracey Neuls Limited.

 
Changes to Your Placed Order
Please note that once your order has been placed and you have received an order confirmation email, it may not be possible to make any changes to your order. However, if you wish to make changes to your placed order, or if there is any mistake made in registering customer contact or address details when placing the order, it is your responsibility to contact Tracey Neuls Limited by emailing shoes@traceyneuls.com or calling +44 (0) 207 018 0872 or +44 (0) 207 935 0039

Delivery and Dispatch
Tracey Neuls will dispatch the approved orders as quickly as possible. We offer UK Next Day Delivery. Online orders must be completed Midday 12.00pm GMT for it to be next business day delivery. 

Our standard delivery normally takes 1-3 working days (Monday – Friday) from the time of placing the order. We do not deliver on weekends but please email us if you need special Saturday service and we will try our best to accommodate your needs with a revised shipping quote.

Delivery times outside the UK may vary depending on where the order is to be delivered. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. We promise to keep you informed accordingly. If you live in a destination that doesn’t appear on our website’s destination list and would like to order with us, please email shoes@traceyneuls.com for possibilities.

Right of Return / Cancellation
Please note that once your order has been placed and you have received an order confirmation email, it may not be possible to make any changes to your order. However if you wish to cancel your order please notify us immediately by emailing shoes@traceyneuls.com or via phone +44 207 018 0872 between the hours of 10.30am – 6pm, Monday – Friday. If you contact us on the weekend, our weekend staff will pass on your message to be resolved when our office re-opens Monday morning. 

You have the right to return your purchases within a period of 14 calendar days, after the day of delivery of the goods. We ask that sale items be delivered within 7 days.

If returned Items are damaged or in a different condition to how they were dispatched, Tracey Neuls Limited as the right to not issue a refund. Once your return has been received, we aim to process it as quickly as possible. Please note that at busy times, it may take us longer than usual to process your return, up to a maximum of 10 days. We will notify you by email when we receive and approve your return. More information about our Terms and Conditions can be read on our
Returns Page.

When returning from overseas locations, please make sure to mark your parcel as "returned goods".

Please note that we do not cover cost for return shipping or additional custom charges.

Online Product Information
We make every effort to ensure colours appear as realistic as possible. However, due to the constraints of digital reproduction on different web browsers and devices, we cannot guarantee exact visuals of colour spectrums. Great care is taken in trying to ensure that product photos, descriptions and measurements are as accurate as possible. If you are ever unsure about a fit or colour, please feel free to email us or call to speak to a member of staff who will have further and more detailed product knowledge.

Careful consideration is given to the materials used in all our products. Your Tracey Neuls footwear and bags are made using the best leathers we can find. Every leather hide is unique; tonal variations, marks or scars are natural features of the leather and should not be considered faults. The leathers will show signs of age and like a favourite pair of jeans, your item may change in colour and develop into an individual piece that you will be proud to wear for years to come. All shoes are leather lined, however if another material is used, this will be clearly stated in the individual product description. Woven fabrics used have different treatment processes to leather. Fore more detailed information please see our ‘Shoe Care’.

Exchanges
If you wish to exchange the items that you have bought through our online shop, you may return via tracked postage to the address below with the postage sticker we have supplied. Returned goods are to be paid for by the customer. We do not offer free returns. 

Tracey Neuls Online
73 Redchurch Street
London E2 7DJ 

You can also return within the 14 days in person to our Redchurch Street Shop. If the return is accepted by Tracey Neuls Limited, we can exchange for a different size or an alternative style. Please email us as soon as possible for stock availability. Purchases cannot be exchanged or refunded if they have not been received in good order within the 14 day full price or 7 day sale priced company guidelines. 
 
Faulty Goods
If you are returning a faulty item, you are entitled to a full refund. Goods are deemed faulty if they are received damaged or where a manufacturing fault is evident. Items that are damaged as a result of customer wear are not considered faulty or defected. As the supplier, we remain the right to deem whether footwear is defective or damaged from customer wear. If you are returning a faulty item, you are entitled to a full refund.

Protection of Privacy
The Data Protection Act 1998 sets out requirements for how we store and disclose your personal information. Tracey Neuls Limited assumes responsibility for all personal information that you make available to us. The details are used for verifying, accepting and processing purchases, delivery agreements and for managing the customer relationship thereby arising, pursuing outstanding payments, combatting fraud and misuse and complying with statutory regulations. The information is also used, only with your consent for Tracey Neuls Limited marketing activities. Tracey Neuls Limited does not pass on any information to third parties.

Applicable Law
These Terms and Conditions and all disputes arising in connection with these Terms and Conditions or with the use of the website or with any purchase on the website shall be governed by British/English laws. If any local mandatory consumer law provisions are applicable, Tracey Neuls Limited will consider such provisions and make country specific adjustments. Tracey Neuls Limited may modify or amend these Terms and Conditions at any moment. You are therefore asked to accept only the Terms and Conditions applicable at the time of purchase with each of your orders.

We are here to help and welcome your feedback about our website. If you have questions, complaints or concerns regarding your online purchase or the website you can call or email us directly.

Company Information
Tracey Neuls is a brand under Tracey Neuls Limited.
Registered office: 29 Marylebone Lane, W1U 2NQ. VAT registration number: GB 735571619. 
Please note that all online returns and website enquiries are processed from: 

Tracey Neuls Online
73 Redchurch Street
London
E2 7DJ
T: +44 207 018 0872
shoes@traceyneuls.com