Customer T&Cs

Confetti

Please contact our designer when booking your confetti package for an accurate quotation. On booking the full packages of filled organza bags or confetti cones, a handcrafted crate/basket and sign a 5% discount will apply.

Discount will increase to 10% when ordering our full package with 50 + filled organza bags/cones.

Once your package has been agreed we will deduct the discount as applicable.

Upon booking your package 50% of the total fee is required to book into our diary and agree your design work (unless otherwise agreed/special offer). The remaining 50% is required at least 12 weeks prior to your wedding date and before we begin working on your design.

It is with regret that we are unable to issue refunds on deposits, due to having allocated your booking into our diary and sourcing of appropriate materials for your design.

In cases of bespoke design, we allow up to 3 design consultations – for any further consultations to discuss/change design, a £10 surcharge will apply (per consultation).

Once your design is agreed, the process of completing your design work is likely to involve printing/ staining/dying/gluing or a combination. This process is irreversible, therefore we recommend you are 100% happy with your design before proceeding. Should you agree to your design and wish to change this, a surcharge of £20 will apply. This is because we will have already spent time on your design work and sourced appropriate materials.

We are happy to arrange samples cones for a small charge, however we regret that we cannot offer samples on our bespoke design cones without following the formal booking/deposit process. This is because bespoke design is very unique and requires a degree of creativity and imagination, we ask that you kindly understand we must protect our original work and ideas.

Our confetti can be delivered locally to Chippenham, Wiltshire, alternatively we post throughout the UK. Please note, postage is at an additional cost and depends greatly on the size and weight of the parcel.

For an additional charge, we will attend your venue on the morning of your wedding to set up your confetti. You simply provide us with your venue details and leave it to us! Our cost for this service is £25 plus 15 pence per mile. Of course, we always take some lovely photos of set up too! Please note, areas outside of 10 mile radius may incur an additional charge – this will be discussed with you accordingly on confirmation of location.

We regret that we cannot be responsible for your confetti if we are not setting up for you on the day, or once it is set up at the venue and we have left the premises.

Our confetti cones are handmade and delicate – we recommend handling with care and avoid pulling on any lace edging/appliques to avoid any unnecessary wear occurring.

All of our brides and grooms receive a keepsake organza bag/confetti cone from their special day free of charge, in a lovely gift bag!

Bespoke Packages/Bridal/Occasion/Themed

Shoes supplied by you

In instance of bespoke design, Shoe Design and Bridal by J. will work on your own shoes at your own risk. We take the upmost of care with our clients shoes, however cannot be held responsible for any damage to your shoes caused by stitch or glue work. Depending on the type of material may mean that we have to undertake design work to your shoes using an alternative method to our usual form, this is determined by fabric and the flexibility of the shoe style, taking into consideration not to cause un-necessary damage.

A deposit of 50% of your package is required upon booking (unless otherwise agreed via special offer), this secures your order into our diary. The remaining 50% is required before we complete your design work. Alternatively, you may pay in full straight away.

We regret that we cannot refund deposits as this secures your booking into our diary, we also begin sourcing suitable materials for your design.

Once we agree a suitable date in our diary to complete you design work, according to the event, you must ensure that the remaining balance is paid in time for the design work to begin and for us to complete this in full. We recommend for bespoke orders, allowing 3-4 weeks for your shoes to be completed. However, please note that any delays in the process – such as responding to our emails/messages, agreeing your design etc may set us back, therefore we cannot give you a confirmed date for delivery before your design is agreed and in working progress. You will be kept informed and once your shoes are completed, you will be sent a final set of photos before we package up ready to send to you!

Once the balance has been paid in full, please note we are unable to accept returns on bespoke orders.

Should your design run into a different package and incur additional costs, our designer will inform you accordingly.

Samples of materials can be sent on request – once the balance has been fully paid. This is particularly useful if you are looking to colour match, however, we welcome you sending us your own colour swatches.

We request that you send your shoes to us securely via special delivery royal mail, this is at your own expense.

We will thoroughly check your shoes upon arrival for any flaws to report this at the earliest possibility, prior to beginning work on your shoes to ensure you are happy to proceed.

We allow up to 3 design consultations to agree your suitable design. Further to this, there will be an additional fee of £10 for each further consultation to agree design.

Certain materials are more expensive, our designer will discuss your requirements in detail and you will be advised if a surcharge will apply, to agree to before we purchase as necessary for your design work.

Once a design has been agreed and you have consented, we will proceed to work on your shoes. Please note this may include sewing, gluing or a combination. Once this has begun this process is irreversible and therefore we ask you are 100% committed to your design work before agreeing.

Should you agree to your design and wish to change this, a surcharge of £20 will apply. This is because we will have already spent time on your design work and sourced appropriate materials.

You will be kept up to date with progress on your design as much as possible.

Shoes will be returned to you in our luxury packaging once completed.

It is with regret that shoes not supplied by us will not be issued with our designer shoe labels in line with copyright laws.

Your shoes will be returned to you via special delivery royal mail and well packaged to ensure they arrive securely. This cost is included in your package price.

We regret that we are unable to accept returns on bespoke orders.

Please note we cannot be held liable for any damage caused to your shoes whether through rough handling, wear or otherwise. Your shoes are handmade and therefore delicate. We recommend that you follow the aftercare advice and avoid excess handling to prevent them becoming dirty, marked or frayed. It is possible, being shoes, that on your event date, or with regular wear, crystals, pearls and other delicate features may become loosened or even fall off. This is particularly likely with shoes with heels that have extensive decoration. We provide a few ‘spares’ in our packaging, however we recommend that you take an alternative pair of shoes with you to change into, to limit damage wherever possible.

For our shoe design with paper roses, please note these are of beautiful quality – however are not waterproof. Therefore we recommend that you avoid wearing in adverse weather conditions or shelter with an umbrella. The roses can colour run if come into contact with water, so please do take the necessary steps to avoid any disappointment of such an instance occurring. We regret we are unable to accept any liability, should such an unfortunate event occur – as this is all explained to you in writing upon selecting these in your design work and as presented here in our t&c’s.

We recommend you allow plenty of time for your shoe design and appointments before your wedding day or occasion.

We also recommend that you be sure on the heel height required, we regret that we cannot be held accountable should for any reason, your shoes not be of suitable height or style on your dress fittings. It is your responsibility to check this prior to our starting work on your shoes. In the event of any issues we are unable to offer any refunds or exchanges and recommend you speak with a seamstress to alter the length of your dress.

Please note, that we reserve the right to file for recovery of any unpaid funds owed to us that remain unpaid after 45 days from the agreed payment date, which is agreed at the point of booking. This being either via collection agencies or through the Small Claims Court, for orders under £3000.

Please note, should this be required, you will be held accountable and liable to pay any administrative and court costs incurred.

Please note, that our items are handmade and therefore there may be a slight variation in the style, or fabric with your design, this does not however detract from the beauty or workmanship in any way.

In the unlikely event you should receive your shoes damaged or flawed in any way, we ask that you contact us within 24 hours of receipt with clear photos and description. We regret that after this time, we are unable to accept any liability for the condition.

Such items will be expected to be returned to us for repair, subject to agreement and if in line with the timeframe stated above and our tandc’s.

Shoes supplied by us

In instance of bespoke design, Shoe Design and Bridal by J. will work on your chosen shoes from our range. Depending on the type of material may mean that we have to undertake design work to our shoes using alternative methods, this is determined by fabric and the flexibility of the shoe style, taking into consideration not to cause un-necessary damage.

A deposit of 50% of your package is required upon booking (unless otherwise agreed via special offer), this secures your order into our diary. The remaining 50% is required before we complete your design work. Alternatively, you may pay in full straight away.

We regret that we cannot refund deposits as this secures your booking into our diary, we also begin sourcing suitable materials for your design.

Once we agree a suitable date in our diary to complete you design work, according to the event, you must ensure that the remaining balance is paid in time for the design work to begin and for us to complete this in full. We recommend for bespoke orders, allowing 3-4 weeks for your shoes to be completed. However, please note that any delays in the process – such as responding to our emails/messages, agreeing your design etc may set us back, therefore we cannot give you a confirmed date for delivery before your design is agreed and in working progress. You will be kept informed and once your shoes are completed, you will be sent a final set of photos before we package up ready to send to you!

Once the balance has been paid in full, please note we are unable to accept returns on bespoke orders.

Should your design run into a different package and incur additional costs, our designer will inform you accordingly.

Samples of materials can be sent on request – once the balance has been fully paid. This is particularly useful if you are looking to colour match, however, we welcome you sending us your own colour swatches.

Should you require, your shoes can be sent to you to try on prior to us starting design work. Our try on service is £5.99, whereby we will send the shoes to you and you will be provided with a returns label to send back to us, once you have tried them on and confirmed whether they will be suitable. Any additional try on services will rise to £7.99.

Alternatively, you can provide us with your usual shoe size, along with your foot length and width (at widest part), we can then recommend the most appropriate size. If you are between sizes, we usually recommend a size up from previous experience and find this is the most comfortable solution – if necessary you can always add insoles.

Please note, that we cannot accept returns on bespoke design, therefore it is very important at this stage that we select the right shoes.

On occasion, in the unlikely event that shoes from our range are not suitable we will source exclusively for you.

Once your shoes have been decided and you have confirmed you are happy to proceed, we allow up to 3 design consultations to agree your suitable design. Further to this, there will be an additional fee of £10 for each further consultation to agree design.

Certain materials are more expensive, our designer will discuss your requirements in detail and you will be advised if a surcharge will apply, to agree to before we purchase as necessary for your design work.

Once a design has been agreed and you have consented, we will proceed to work on your shoes. Please note this may include sewing, gluing or a combination. Once this has begun this process is irreversible and therefore we ask you are 100% committed to your design work before agreeing.

Should you agree to your design and wish to change this, a surcharge of £20 will apply. This is because we will have already spent time on your design work and sourced appropriate materials.

You will be kept up to date with progress on your design as much as possible.

Shoes will be returned to you in our luxury packaging once completed and with our designer shoe labels.

Your shoes will be returned to you via special delivery royal mail and well packaged to ensure they arrive securely. This cost is included in your package price.

We regret that we are unable to accept returns on bespoke orders.

Please note we cannot be held liable for any damage caused to your shoes whether through rough handling, wear or otherwise. Your shoes are handmade and therefore delicate. We recommend that you follow the aftercare advice and avoid excess handling to prevent them becoming dirty, marked or frayed. It is possible, being shoes, that on your event date, or with regular wear, crystals, pearls and other delicate features may become loosened or even fall off. This is particularly likely with shoes with heels that have extensive decoration. We provide a few ‘spares’ in our packaging, however we recommend that you take an alternative pair of shoes with you to change into, to limit damage wherever possible.

For our shoe design with paper roses, please note these are of beautiful quality – however are not waterproof. Therefore we recommend that you avoid wearing in adverse weather conditions or shelter with an umbrella. The roses can colour run if come into contact with water, so please do take the necessary steps to avoid any disappointment of such an instance occurring. We regret we are unable to accept any liability, should such an unfortunate event occur – as this is all explained to you in writing upon selecting these in your design work and as presented here in our t&c’s.

We recommend you allow plenty of time for your shoe design and appointments before your wedding day or occasion.

We also recommend that you be sure on the heel height required, we regret that we cannot be held accountable should for any reason, your shoes not be of suitable height or style on your dress fittings. It is your responsibility to check this prior to our starting work on your shoes. In the event of any issues we are unable to offer any refunds or exchanges and recommend you speak with a seamstress to alter the length of your dress.

Please note, that we reserve the right to file for recovery of any unpaid funds owed to us that remain unpaid after 45 days from the agreed payment date, which is agreed at the point of booking. This being either via collection agencies or through the Small Claims Court, for orders under £3000.

Please note, should this be required, you will be held accountable and liable to pay any administrative and court costs incurred.

Please note, that our items are handmade and therefore there may be a slight variation in the style, or fabric with your design, this does not however detract from the beauty or workmanship in any way.

In the unlikely event you should receive your shoes damaged or flawed in any way, we ask that you contact us within 24 hours of receipt with clear photos and description. We regret that after this time, we are unable to accept any liability for the condition.

Such items will be expected to be returned to us for repair, subject to agreement and if in line with the timeframe stated above and our tandc’s.

 

Ultimate Experience

Please note, if you are requiring us to attend your bridal fittings for support and advice on shoe design and matching accessories to compliment your outfit, you may wish to confirm with your retailer/seamstress that they are happy for us to do so in the first instance.

This service is very unique in that the materials will not be used for another bride – i.e. we could use the same lace in our designs and to create a bespoke design for a bride, however we agree to source exclusive items for you, i.e. we commit to not use that exact material again for a customer.

Please note, we cannot guarantee that the items we gather for you are ‘one off’ materials, however they are being used exclusively for your design. We may source similar items or of a similar theme for another client however they will never be exactly the same and your design is entirely exclusive to you.

Shoe Design and Bridal by J. will source your items from local vintage shops/boutiques/fabric shops/craft and vintage fairs etc. according to your requirements. Please note, you will be required to be reasonably available to discuss item suitability.

We are able to accommodate a specific theme – vintage, art deco, or otherwise.

Upon request, we can incorporate your own special jewellery or fabric – please note, additional insurance may be required – this will be discussed with you along with any additional costs.

Upon booking our Ultimate Experience package, 50% deposit will be required. We will then discuss your location and requirements, in detail, via Skype and agree whether a face to face consultation is necessary. Further to consultation (telephone, skype or in person), we then agree a ‘set budget’ or I invoice you as we progress through obtaining your materials for your design/appointments.

The remaining 50% is payable before we begin sourcing your materials/attending your appointments. However, if your package exceeds £250 and we are attending the morning of your wedding to assist with your dress preparations, we request any balance further to this is cleared no later than 4 weeks after your wedding date. Please note however, that this is variable according to your personal requirements and location, as to whether invoicing is completed in stages.

We regret that we are unable to offer refunds on this package due to the extensive amount of time involved travelling and sourcing unique items exclusively for you.

Please note, outside of a 10 mile radius there will be a 15 pence per mile surcharge for our travel time to source suitable items/meet for appointments etc. Depending on your location, there may be further additional charges (these will be discussed and agreed once we gain full understanding of your requirements).

Please note, that should selected materials required for your design be over budget, or further appointments required, these will be subject to additional charges. These will be discussed with you accordingly as we progress through your experience.

We recommend you allow plenty of time for your shoe design and appointments before your wedding day.

We also recommend, if having bespoke design shoes that you be sure on the heel height required, we regret that we cannot be held accountable should for any reason, your shoes not be of suitable height or style on your dress fittings. It is your responsibility to check this prior to our starting work on your shoes. In the event of any issues we are unable to offer any refunds or exchanges and recommend you speak with a seamstress to alter the length of your dress.

Please note, that we reserve the right to file for recovery of any unpaid funds owed to us that remain unpaid after 45 days from the agreed payment date, which is agreed at the point of booking. This being either via collection agencies or through the Small Claims Court, for orders under £3000.

Please note, should this be required, you will be held accountable and liable to pay any administrative and court costs incurred.

Please note, that our items are handmade and therefore there may be a slight variation in the style, or fabric with your design, this does not however detract from the beauty or workmanship in any way.

In the unlikely event you should receive your shoes damaged or flawed in any way, we ask that you contact us within 24 hpurs of receipt with clear photos and description. We regret that after this time, we are unable to accept any liability for the condition.

Such items will be expected to be returned to us for repair, subject to agreement and if in line with the timeframe stated above and our tandc’s.

 

Our Designs

Our pre-designed range are made to order and we ask that you allow up to 6 weeks for delivery.

Some, however, may be delivered in as soon 2-3 weeks – please contact us to discuss a rush order if you should need your shoes quickly.

Payment is required in full on placing an order.

With our designs, we ask that you send us your usual shoe size, along with your foot length and width (at widest part), we can then recommend the most appropriate size. If you are between sizes, we usually recommend a size up from previous experience and find this is the most comfortable solution – if necessary you can always add insoles.

Please note, should you be looking to change the design slightly, or have a request in the style or colour change for your shoes, an additional charge and delivery time may apply. Depending on your requirements, this would fall under bespoke and therefore please refer to our bespoke t&c’s. Should you be unsure of the size shoes you need, you are welcome to book our try on service for £5.99, whereby we will send the shoes to you and you will be provided with a returns label to send back to us, once you have tried them on and confirmed whether they will be suitable, before we complete your design. Any additional try on services will rise to £7.99.

Our prices include special delivery postage and our luxury packaging.

We will accept returns on our designs, within 14 days of receipt, providing they are as shown with no alterations to the design pattern or shoe style, to include colour changes. Please note that they must be returned in the original packaging, in the same condition and without flaws. We regret that we are unable to accept returns on any items, to include shoes, handbags and any other made to order items from our design range, should they appear to be dirty, marked, damaged or have signs of wear.

You must notify us of your intention to return within 7 days of receipt and they must be received back with us within 14 days.

Please note, return postage is paid by you, as the customer and they must be sent back to us via tracked service, with a copy of the receipt/tracking number emailed to us.

You may purchase our designs directly from our Etsy shop or contact us through our website.

 

Gift Vouchers

Gift vouchers are available to purchase in any amount of your choice and all come beautifully presented for the perfect gift.

Gift vouchers are valid for 12 months and redeemable against any of our services, unless stated otherwise.

Upon request, we will send directly to the receiver with a personal message.

Please allow 2-3 weeks for delivery.

We regret we are unable to exchange gift vouchers for cash or anything other than our services.

 

Privacy and confidentiality

Shoe Design and Bridal by J. are committed to keeping our clients details safe and secure.

We reserve the right to refer to you by your first name in respect of advertising, to include but not limited to our website, social media and fayres/shows. We also may refer to your surname in the event of publically congratulating (if applicable) you on your wedding day.

We do not share your contact information, address details or personal details with any third party without prior consent.

All photos taken by us of your design work remain property of Shoe Design and Bridal by J. and we reserve the right to use these photos however we feel necessary, in terms of promoting and advertising our services. However, should this involve photos of you in any form we will request consent before proceeding to make public.

Should you for any reason wish for your design work to remain private, please speak with our designer upon booking.

In certain situations, such as memorial photo charms, we will not reveal these images for any marketing purposes. This is in respect for our client and their loved ones. However, please note these photos may need to be shared with a third party provider whom we work with to create the charms.

We understand that with certain occasion and bridal bespoke design, brides to be do not wish for their design to be made public until after the wedding. Unless specifically agreed otherwise, our process is that we announce your wedding day and congratulate, with your bespoke design work revealed the following day.

We love to receive photos from your wedding day or event. Should they be professional photos, please send us the photographers details so as we can contact them for permission to use the photographs ourselves.

 

 

 

 

Payment and delivery

Payment is made directly to our business paypal, or via bank transfer into our business account.

Please note your booking is not confirmed and made secure for you until we have received payment. In respect of all of our packages and services, we ask that you kindly contact us with your event date so as we can confirm available, before booking.

We regret that we cannot hold bookings, so recommend that you pay your deposit or balance as soon as possible, once we have confirmed that we can accommodate your date.

Once we agree a suitable date in our diary to complete you design work, according to the event, you must ensure that the remaining balance is paid in time for the design work to begin and for us to complete this in full. We recommend for bespoke orders, allowing 3-4 weeks for your shoes to be completed. However, please note that any delays in the process – such as responding to our emails/messages, agreeing your design etc may set us back, therefore we cannot give you a confirmed date for delivery before your design is agreed and in working progress. You will be kept informed and once your shoes are completed, you will be sent a final set of photos before we package up ready to send to you!

Our pre-designed range are made to order and we ask that you allow up to 6 weeks for delivery.

Some, however, may be delivered in as soon 2-3 weeks – please contact us to discuss a rush order if you should need your shoes quickly.

Payment is required in full on placing an order.

*Please also refer to the relevant tandc ’s according to your booking, for further information.

Complaints Procedure

Customer satisfaction is of upmost importance to us.

Should you for any reason be unhappy with the service you have received, we ask that in the first instance you contact us via email formally to info@bespokedesignbyj.co.uk with the subject ‘Complaint’ and outline your concerns.

We aim to respond within 48-72 hours and will look to agree a reasonable solution, for the best possible mutual outcome.

We would ask that you kindly bear with us during this time to allow us opportunity to fully investigate your complaint.

We value our clients and will aim to resolve in an appropriate and timely manner, in line with business ethos.

Please ensure you have referred to all terms and conditions before proceeding to launch a complaint.

 

You/Your – refers to customer

We/Us – refers to ourselves Shoe Design and Bridal by J.