Welcome to Malone Souliers and thank you for using our website https://malonesouliers.com/ (Website). These terms and conditions (Terms), together with our privacy policy tells you the information you need to know about ordering our fabulous Malone Souliers shoes (Products) including (but not limited to) ordering the Products, refunds and returns and how we collect and use your personal information and ordering any bespoke shoe product (Bespoke Product). Except where specified references to Products shall include the Bespoke Product.
These Terms will apply to any sale of Products to you. Please read these Terms carefully and make sure you understand them before you order any Products from the Website. Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Products.
You should print or save a copy of these Terms for future reference.
We amend these Terms from time to time so please read the Terms carefully before placing any orders on our Website. If you do not agree to any change to the Terms, then you must immediately stop using the Website. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law. Any questions about these Terms or ordering the Products please send an email to customercare@malonesouliers.com and someone will respond to your query.
These Terms, and any other contract between us, are only in the English language.
MALONE SOULIERS – INFORMATION ABOUT US
We are the creators of Malone Souliers and operate under the company name World Wide Shoes LLP, trading as Malone Souliers. World Wide Shoes LLP is a limited liability partnership registered in England and Wales under company number OC379290 with its registered office at C/O HW Fisher & Company, Acre House, 11-15 William Road, London, England, NW1 3ER. Our main trading address is 4th Floor, 95 Cromwell Road, London, England, SW7 4DL. Our VAT number is GB 177 1338 95.
YOUR MALONE SOULIERS ACCOUNT
Before you purchase any of our Products or if you want to use some of the other services offered on our Website, you will need to create a Malone Souliers account. This is done by completing the registration form on our Website.
You are responsible for maintaining the confidentiality of your username and password so please ensure that you look after this information.
Should any of the information on your registration form change at any time, please notify us immediately by sending an email to customercare@malonesouliers.com.
Our privacy policy provides you with further information as to how we use your personal data.
CONTACTING US
Please contact us on customercare@malonesouliers.com or call us on +44(0)207 499 8990 if you would like to speak to us about anything.
OUR PRODUCTS
We hope that the images of the Products give you a good indication of what they look like in our showroom. Please note however that images are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour or texture of the Products. Your Products may vary slightly from those images.
Although we make every effort to be as accurate as possible, because our Products are handmade, all sizes, dimensions and measurements indicated on our Website have a 2% tolerance.
ELIGIBILITY TO MAKE PURCHASES
By placing an order through our Website, you warrant that:
- you are legally capable of entering into binding contracts; and
- you are at least 18 years old. (If you are under 18 years old, we may need the express consent from your parent or legal guardian.)
ORDERING THE PRODUCTS
Our shopping pages will guide you through the steps you need to place an order with us for our Products (see details below in relation to ordering Bespoke Product). Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.
All orders are subject to acceptance by us, and availability, and items in your shopping basket are not reserved and may be purchased by other customers.
Once you have made your selection and you have placed an order, you will receive an e-mail from us acknowledging that we have received your order. This does not mean that your order has been accepted – it is just a confirmation.
We will confirm our acceptance to you by sending you an e-mail that confirms that the Products have been dispatched (Dispatch Confirmation). The Terms will come into effect when we send you the Dispatch Confirmation.
We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or we cannot meet your requested delivery date or that you do not meet the eligibility criteria set out within the Terms. We will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible and in any event within 14 days.
BESPOKE PRODUCT
If you would like to use our bespoke/made-to-order service to create a bespoke product (Bespoke Product) the best way is to visit us in our Flagship store at 19 Mount Street, London, England, W1K 2RN. To create a Bespoke Product please contact us on cordwainers@malonesouliers.com to book an appointment. At the flagship store you can see the full range of colours and fabrics available to make the best choice for your Bespoke Product. We can take your instructions over email for Bespoke Product, however please ensure that you are ordering the correct size as you will not be able to obtain a refund if the sizing is incorrect. Once you have confirmed the size, colour and fabric for your Bespoke Product we will inform you of the cost (this is generally 30% on top of the usual price of the show style) and payment must be made in advance for any Bespoke Product. It generally takes between 6-8 weeks for Bespoke Product to be made. Once the Bespoke Product is ready we will contact you via email to let you know they are on their way.
CANCELLATION AND RETURNS – YOUR RIGHTS AS A CONSUMER
Except in the case of any Bespoke Product you have the right to cancel your order within 14 days without giving any reason.
In the case of Bespoke Product, no refunds are available. You may only cancel a Bespoke Product order if there is a fault in the Bespoke Product, please contact us within 30 calendar days of receipt of your Bespoke Product order if you find a fault so we can investigate further. If the Bespoke Product is found to be faulty then we will issue you a refund for the Bespoke Product, any delivery charges and any reasonable costs incurred by you for returning the Bespoke Product to us. If the Bespoke Product is not faulty we will contact you to discuss if you would like the Bespoke Product returned to you.
The cancellation period will expire 14 days from the day after the Products are delivered to you.
To exercise the right to cancel, you must inform us email customercare@malonesouliers.com or by letter to: Customer Care Team, Top Floor, 49 Albemarle Street, London W1S 4JR, England. You may also use the cancellation form below but it is not obligatory. We will email you to confirm we have received your cancellation.
MODEL CANCELLATION FORM
(See the Cancellation and Returns – Your Rights as a Consumer section)
(Complete and return this form only if you wish to withdraw from the contract)
To MALONE SOULIERS, 4TH FLOOR, 95 CROMWELL ROAD, LONDON SW7 4DL, ENGLAND (or email it to customercare@malonesouliers.com)
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]: ________________________________
Ordered on [*]/received on [*]:________________________________
Name: ________________________________
Address: ________________________________
Signature (only if this form is notified on paper): ________________________________
Date: ________________________________
[*] Delete as appropriate
You shall be responsible for any costs of returning the Products to us. If you return the item to us at your own cost we fill issue you with a full refund including the standard delivery costs, as permitted by law. In some instances, we may provide you with a returns label and if you use it we will issue you a full refund excluding the delivery costs.
We will make reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any of the Products supplied; or
- (if earlier) 14 days after the day you provide us with evidence that the Products have been returned; or
- if no Products were supplied, 14 days after the day on which we are informed about your cancellation.
We will refund you using the same means of payment as you used for the initial transaction, unless this has been expressly agreed between you and us; in any event you will not incur any fees as a result of the reimbursement.
In the event that we have sent Products to you and you have cancelled your order, we may withhold the refund until the Products have been returned. If we do not receive the Products ordered under the cancelled order back, we may arrange to have them collected from you at your cost.
You must return cancelled orders to us at Malone Souliers, C/O Alen Group, Interporto Sito Sud, Terza Strada n. 8, Rivalta (TO), Torino 10040, Italy, without undue delay and in any event not later than 14 days from day on which you communicate your cancellation of the contract to us. The deadline is met if you send the Products before the period of 14 days has expired. You will have to bear the cost of returning the Products to us.
Where Products have been damaged by you refunds may not be granted. We may in other circumstances make a deduction from the reimbursement for the loss in value of any of the Products supplied, if the loss is the result of unnecessary handling (over and above what is necessary to establish the nature, characteristics and functioning of the Products) by you. Please make sure you look after the Products, we want our shoes to look fabulous on you! Any shoes should be handled carefully and tried on indoors on a carpeted surface. If we refund you the price paid before we are able to inspect the Products and later discover they are damaged or that you have handled them in an unacceptable way, you will have to pay us an appropriate amount.
Please note you may only use your right to cancel the order as set out above if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above.
In respect of any Products that are faulty or mis-described you have up to 30 calendar days from the day after you receive your order to return the Products. We will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the Products to us.
SHOE LIFETIME WARRANTY
The lifetime warranty (the Warranty) applies only to manufacturing defects (e.g. faults which occurred at manufacture) and covers all genuine shoe Products purchased directly through this website or direct through an authorised retailer and applies only to the original purchaser of the shoe Products. The Warranty is valid from the date the shoe Products are purchased to the end of the purchaser’s natural life. The Warranty does not apply to any shoe Products purchased through a re-seller (for example eBay). Proof of purchase will be required.
The Warranty does not cover general wear and tear, accidental damage, improper care or alterations and is void if the Products have been misused or repaired by another service (e.g. cobbler).
If you wish to make a claim under the Warranty you must return the Products (at your own cost) to Malone Souliers, 4th Floor, 95 Cromwell Road, London, SW7 4DL for assessment and need to include your name, address, details of the fault and proof of purchase.
If we determine, following an assessment, that the footwear contains a manufacturing fault, we will replace the footwear or repair it at our expense. We reserve the right at our sole discretion to determine whether to repair or replace the Products. If we deem a replacement necessary, discontinued or unavailable models will be replaced with a comparable model.
A fee will be required per Warranty claim to cover handling, administration, return postage and packing. This Warranty is in addition to any statutory rights.
DELIVERY
We will contact you with an estimated delivery date, which will be within 30 days after the date of your order (except in the case of Bespoke Product which may take longer). Occasionally our delivery to you may be affected by an Event Outside Our Control. See the Events Outside Our Control section below for our responsibilities when this happens.
Please make sure that someone is available at your address to take delivery. Delivery of an order will be completed when we deliver the Products to the address you gave us or you or a carrier organised by you collects them from us and the Products will be your responsibility from that time. You own the Products once we have received payment in full, including all applicable delivery charges.
If we miss the delivery deadline for any Products (except for Bespoke Product), then you may cancel your order straight away if any of the following apply:
- we have refused to deliver the Products;
- delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
- you told us before we accepted your order that delivery within the delivery deadline was essential.
If you do not wish to cancel your order straight away, or do not have the right to do so, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.
If you do choose to cancel your order for late delivery then, if the Products have already been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order we will refund any sums you have paid to us for the cancelled Products and their delivery.
INTERNATIONAL DELIVERY
We deliver to most countries outside of the UK (International Delivery Destinations). However, there are restrictions on some Products for certain International Delivery Destinations, and if there are restrictions imposed on imports of certain goods, then we may not be able to accept your order.
If you order Products for delivery to one of the International Delivery Destinations and we are able to accept your order then these will be delivered duty paid and no additional VAT or equivalent tax should be payable.
You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.
PRICE OF PRODUCTS AND DELIVERY CHARGES
The prices of the Products will be as quoted on our Website at the time you submit your order, or in the case of Bespoke Product as will be advised to you at the showroom or on email. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However please see below for what happens if we discover an error in the price of Products you ordered.
Prices for our Products may change from time to time, but changes will not affect any order you have already placed.
The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and before you have paid in full for the Products, we may adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.
The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order.
It is always possible that, despite our reasonable efforts, some of the Products on our Website may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note if we have not processed your payment then we do not have to provide the Products to you at the incorrect (lower) price.
If you are a customer whose credit/debit card is not denominated in Sterling or Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
HOW TO PAY
We accept all major credit and debit cards, and any other methods which may be clearly advertised on the Website from time to time. You can also choose to pay with PayPal or Alipay. When selecting this option at checkout, you will be directed to the PayPal or Alipay site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to our Website. Payment will be debited and cleared from your account upon dispatch of your order. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
Payment for the Products and all applicable delivery charges is at the time you place your order in the Products. If any of the Products are out of stock, you will be refunded in full.
YOUR RIGHTS
We provide a warranty that on delivery and for a period of six months from delivery, the Products will be free from material defects. However, this warranty does not apply in the circumstances described in the Events Outside Our Control section.
You have certain rights in relation to the Products under English law. These include:
- that any Products (except for Bespoke Product) you buy from us will be of satisfactory quality, fit for their intended purpose and will conform to any description given on the website (note that prices for our Products may change from time to time, but changes will not affect any order you have already placed.);
- certain remedies if a Product (including Bespoke Product) is faulty; and
- a right to cancel any order for a Product (except for Bespoke Product) within 14 days as set out above (see above).
For more information about your rights contact your local Citizens Advice Bureau or Trading Standards Bureau.
OUR LIABILITY IF YOU ARE A CONSUMER
If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
We only supply the Products for domestic and private use. You agree not to use the Products for any commercial, business or resale purposes, and we have no liability to you for any:
- loss of profit;
- loss of business;
- business interruption; or
- loss of business opportunity.
We do not in any way exclude or limit our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation;
- anything which cannot be excluded by law.
Our total liability to you under these Terms will be the price of the Products.
EVENTS OUTSIDE OUR CONTROL
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control.
An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or difficulty of the use of railways, shipping, aircraft, motor transport or other means of public or private transport or change in law affecting the supply of the Products.
If an Event Outside Our Control takes place that affects the performance of our obligations under these Terms:
- we will contact you as soon as reasonably possible to notify you; and
- our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
You may cancel these Terms if an Event Outside Our Control has continued for more than 30 days. To cancel in these circumstances please contact us in writing. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.
OTHER IMPORTANT TERMS
We may transfer our rights and obligations under these Terms to another organisation, but this will not affect your rights or our obligations under these Terms. We will always notify you by posting on this webpage if this happens.
You may only transfer your rights or your obligations under these Terms to another person if we agree in writing. However if you are a consumer and you have purchased a Product as a gift, you may transfer the benefit of our warranty that on delivery and for a period of six months from delivery, the Products will be free from material defects to the recipient of the gift without needing to ask our consent.
These Terms are between you and us. No other person will have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise. However, if you are a consumer, the recipient of your gift of a Product will have the benefit of our warranty that on delivery and for a period of six months from delivery, the Products will be free from material defects, but we and you will not need their consent to cancel or make any changes to these Terms.
Each of the sections and paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
CHANGES TO THESE TERMS
We have the right to revise and amend these Terms from time to time. You will be subject to the Terms in force at the time that you order the Products from us, unless any change to these Terms is required by law or government or regulatory authority, in which case they will apply to orders you have previously placed that we have not yet fulfilled. If the Products are ongoing, we will give you prior notice of any changes to these Terms and you can choose to cancel the order without penalty before the new Terms affect you.
GOVERNING LAW AND JURISDICTION
These Terms are governed by English law and the courts of England and Wales will have non-exclusive jurisdiction. If you are a resident of Northern Ireland you may choose to bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may choose to bring proceedings in Scotland.
Last updated February 2020.
