Terms & Conditions

TERMS & CONDITIONS

Shopping at our Boutiques
In the unfortunate scenario you need to exchange your shoes for a different size, please do so within 7 days of purchase. If you have any doubts, please only try the shoes on inside and on carpet. We can not accept returns that are in any way worn, damaged or purchased over a week.

Please insure you contact us asap if you are thinking about returning your shoes, the sooner we are informed, the sooner we can organise another style or size for you!

When you return items, please keep proof of postage from your shipper. Without this we cannot be responsible for any items that fail to reach us. Please note that we are not responsible for return postage costs.

Leather is a natural product, scratches or slight imperfections are to be embraced as part of the leather's material qualities. Please see our Shoe Care guide for more details. 

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 boutique 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. We do not share any of your information with anyone else. 

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.

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’.

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
For more upates, please refer to our page on Returns and Exchanges.

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+ 44 207 935 0039 between the hours of 11am – 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 will have 14 days to cancel your order starting from the day after the receipt of the goods, regardless of whether the items are full price of have been reduced in a sale.

You must not delay the return of the goods and should send them back within 14 days of when you informed us of your decision to cancel/return.

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’.

Gift Cards
Tracey Neuls gift cards will be valid online and in-store for 1 year from the point of purchase. If you do not spend the full value of your gift card within its validity period, any remaining balance will be forfeited and removed from the card.
You can check the balance and expiry date of your gift card at any time by speaking to a sales advisor in the Store, or by contacting our customer services.

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.

You can also return within the 14 days in person to any fo our 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 our 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.