Terms and conditions


This document relates to the Shoe Spa website hereinafter referred to as the “Site”. We ask you to take the time to read these terms and conditions carefully. Unless stated otherwise herein, the relationship between Shoe Spa and its users is exclusively governed by these Terms and Conditions that are deemed read and accepted by the User. If you do not agree to these terms and conditions in their entirety, please do not use the Site.

Shoe Spa may from time to time amend the Terms and Conditions by posting such changes on the Site. Use by you after such changes have been posted shall constitute acceptance of such changed terms.

For the meaning of the definitions used in these Terms and Conditions, please refer to “Definitions” below.



Shoe & Bag Spa Limited trades under the name “Shoe Spa” (company number 13139172) and is the seller of the products and services displayed on the Site.

Shoe & Bag Spa Limited trading as Shoe Spa has its office at:

80 Caledonian Road
N1 9DN London

Tel: +44 7460 676 307
Email: office@shoespa.co.uk



Shoe Spa uses its best efforts to keep the information on the Site updated. However, it is not possible to guarantee the complete absence of errors on the Site. The information and other material published on this Site may include inaccuracies or typographical errors. We have made reasonable efforts to ensure that product information is accurate and to display as accurately as possible the colours of our products.

Changes are periodically made to the information on the Site without notice to you. Shoe Spa reserves the right to change the Site at any time, at its discretion. Shoe Spa does not warrant that the functions contained in the Site or any materials or content contained therein will be uninterrupted or error-free, that defects will be corrected, or that the Site or the server that makes it available is free of viruses or other harmful components. Shoe Spa shall not be liable for the use of the Site, including, without limitation, the content and any errors contained therein.

Each product and service purchased is sold subject to its product description which sets out additional specific conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees. Please note, however, that all product and service descriptions and images are for display purposes only and do not represent the finished product.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including product and service descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order.



The price of the services you order is the price that is displayed on the Site at the time you confirm your order and will be confirmed by e-mail. All prices are in £ (GBP), inclusive of VAT.

If an error is found in the price of the products you have ordered or in the delivery charge, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price or cancelling your order. If you cancel, we will refund or re-credit you for the sum that has been debited from your account.



If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

– Select your service

– Choose your delivery method

– Enter your address

– Enter your billing address together with the payment information

– You will be asked to accept the Terms and Conditions.

– Before you submit your order, you will be given the opportunity to review your selection, check the total price of your order including the shipping charges

– After submitting your order, we will send you an e-mail confirming receipt of your order

– Once received by Shoe Spa your item will be assessed and you will be contacted to confirm the details of your service

We reserve the right to cancel your order for any reason



Orders for products can be cancelled up to 14 days and returned to us for a full refund. If an order is cancelled goods must be returned to us in a re-sellable condition The cost of return postage is covered by the customer



Shoe Spa accepts payments by a valid UK credit card, debit card, wire transfer or Shoe Spa gift voucher. Payment must be made in £. Please refer to the Privacy Policy posted in the Site for further information regarding internet fraud and secure payment.



Shoe Spa reserves the right to refuse an order, wholly or partially



When we have finished the Work on your Item(s) we will contact you to notify you of delivery or collection. For delivery;

– We shall deliver the Item(s) to the location specified on the Order Confirmation.

– We reserve the right to charge you for re-delivery of any item which has been returned to us by the Couriers as undelivered where you have failed to take delivery. All items unless stated otherwise are sent on a Next Working Day Service, you must notify us of any issues with receiving you package with in 72 hours of reviving confirmation of your shipment.

– We will give you an approximate delivery date and will not be held responsible for any delays as a result of factors outside of Our control.

– Delivery charges may apply to items returned to the customer, even if no Services are carried-out.

– We take no responsibility for any items lost or damaged that are not within our care or the care of our Couriers. We will not be responsible for any Customs issues, charges or delays.

– We reserve the right not deliver any Item until payment has been received.



You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the conditions by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account and/or your personal information.



Shoe Spa offers an additional 3-month warranty on all items except consumables. This warranty covers faults only and does not cover damage caused in use by the customer or wear-and-tear. Faults will be repaired, if possible, by our Technicians.

Where services have been identified as faulty within 14 days of receipt by you, Shoe Spa will repair free of charge.

Where goods have been identified as damaged after 14 days of receipt by you, you may receive a free repair or partial refund. This is, however, not guaranteed The amount of the partial refund will be proportionate to the length of time the goods have been in your possession and be on a scale of 0% – 75%. This does not affect your statutory rights as a consumer.



If you have any questions, or if you have technical problems in accessing information on our Site, please contact: office@shoespa.co.uk



All brand names, product names and titles used on the Site are trademarks or trade names of Shoe Spa or third-party trademark or trade name holders. You are not allowed to use or reproduce any such trademarks or trade names as this may constitute an infringement of the holders’ rights. All Site design, texts, documents, movies and other services and the selection and arrangement thereof, and all other material on this Site are protected by copyright of Shoe Spa or its suppliers. You are only allowed to electronically copy and print portions of the Site to the extent this is necessary for the purpose of placing an order, or for using the Site as a shopping resource. You are not allowed to make any other use of the information and materials on the Site, including reproduction for the purposes other than those noted above, modification, distribution, or (re)publication. Should you wish to use materials and information from this Site, you need to obtain Shoe Spa’s prior written consent.

Shoe Spa grants you a limited license to access and make personal use of this site and not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Shoe Spa. This license does not include any resale or commercial use of this site or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this site or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent of Shoe Spa. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Shoe Spa and our affiliates without express written consent. You may not use any meta tags or any other “hidden text” utilizing Shoe Spa’s name or trademarks without the express written consent of Shoe Spa. Any unauthorized use terminates the permission or license granted by Shoe Spa. You are granted a limited, revocable, and non-exclusive right to create a hyperlink to the home page of Shoe Spa so long as the link does not portray Shoe Spa, its affiliates, or their products or services in a false, misleading, derogatory, or otherwise offensive matter. You may not use the Shoe Spa logo or other proprietary graphic or trademark as part of the link without express written permission.

Shoespa.co.uk, Shoe Spa and other marks indicated on our site are registered trademarks of Shoe Spa or its subsidiaries, in the UK and other countries. Shoespa.co.uk, Shoe Spa and other Shoe Spa graphics, logos, page headers, button icons, scripts, and service names are trademarks or trade dress of Shoe Spa or its subsidiaries. Shoe Spa’s trademarks and associated images may not be used in connection with any product or service that is not Shoe Spa’s, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Shoe Spa. All other trademarks not owned by Shoe Spa or its subsidiaries that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Shoe Spa or its subsidiaries.



In the event you provide to Shoe Spa or post any material, information, suggestions or comments on or through the Site about the Site, the way in which Shoe Spa conducts its business or the operation of the Site, Shoe Spa reserves the right to use such material, information, suggestions or comments in its discretion, with no compensation or credit to you. You hereby grant to Shoe Spa a non-exclusive, perpetual, worldwide, royalty-free license to utilize and publish such information and material, in whole or in part. However, use by Shoe Spa of information by which you may be identified (such as your name, address, social security number and telephone number), will be governed by the Site’s Privacy Policy, discussed below.



We do not store credit card details nor do we share financial details with any 3rd parties. We may contact you using details you have supplied to us to ask about the service you have received from Shoe Spa or are receiving at Shoe Spa. Your contact details will not be shared with any 3rd parties unless required by law. Please see our Privacy Policy for details.



Within the scope of these terms and conditions, the terms listed hereafter shall be deemed to have the following meaning, unless explicitly mentioned otherwise:

– Terms and Conditions: these terms and conditions and all its additions or updates

– Personal information: the details provided by you

– Shoe Spa/We/Us: Shoe Spa, a trading name of Shoe & Bag Spa Limited – a limited liability company (company number 13139172) having its registered office at: 80 Caledonian Road, N19DN London, UK

– You: the customer

– Affiliates/Agents: any website operator, retailer, kiosk operator, direct marketing company, telemarketer, or operator of other direct marketing campaigns that has entered into an agreement with Shoe Spa, which compensates the affiliate for transactions resulting from business directed to Shoe Spa website by the affiliate

– Order: the result of the ordering process as described in the Terms and Conditions

– User: someone who by entering the address of this Site or by following a link visits this Site and uses it for informative purposes or to place an order.

– Shipping Notification E-mail: electronic notification containing details of shipping means and timings.

– Site: a collection of webpages grouped together under the address of shoespa.co.uk



Any dispute regarding the validity, the interpretation and/or the execution of the Terms and Conditions is solely governed by the laws of England and the English courts. This clause does not affect your statutory rights. The User agrees that in the event of a dispute with respect to the use of the Site, electronic evidence (e.g. e-mails, back-ups, photographs etc.) can be used as valid evidence.

If any of the Terms and Conditions may be declared null and void or not applicable, the other terms and conditions will remain valid and the portion declared null and void will remain applicable within the boundaries set by law.



These Terms and Conditions supersede all prior terms applied with the User. For any questions, remarks or technical issues with respect to this Site, please contact us. These terms and conditions were last updated on 7th September 2020.



These Conditions explain the rights, obligations and responsibilities of both Shoe Spa and you, the Customer, in relation to the Services to be provided by Shoe Spa. Shoe Spa undertakes to exercise the utmost care in processing articles entrusted to us and use such processes which, in our opinion, are best suited to the nature and condition of each individual article. However, Shoe Spa cannot assume responsibility for the inherent weakness of, or defects or stains that are not readily apparent prior to processing. This applies particularly, but not exclusively, to suede, nubuck and leather.



Shoe Spa reserves the right to refuse services to any customer or reject any item.



We use a highly specialist cleaning system which is unique to Shoe Spa, however this does not guarantee to remove all stains, defects and faults which were previously camouflaged in manufacture and may become more apparent after the cleaning process, and although every care is taken, we cannot always disguise natural flaws or totally remove adhesives, or other techniques employed by the manufacturer.

All items are therefore only accepted by us for work at your own risk.

With age, leather and suede shoes and handbags can become worn and discoloured. Dirt on the item can sometimes hide this wear & tear which can be exposed during the cleaning process. If this happens you will be notified and offered an upgrade to your service to restore the colour to these areas where possible. It is not our cleaning process that has caused this damage and so we will not be liable for it.

Dirt can also be mistaken for shine, which in the cleaning process will be removed. Shoe Spa are not responsible for the loss of shine during the cleaning process. The basic price of cleaning does not include the removal of heavy or ingrained stains.



We cannot guarantee the removal of all stains. Linings that are heavily soiled may be particularly difficult to clean satisfactorily. The basic price of cleaning does not include the removal of heavy or ingrained stains. If a stain cannot be removed on a leather item, we will endeavour to cover the stain with the appropriate colour. This process cannot be done on suede, nubuck, canvas or fabric. This service is not included within the price of cleaning.

Suede/Nubuck – some types of stains may not be removable and stains already present may become more obvious with cleaning. Because of the nature of the material, significant improvements are not always possible. In some cases, colours can become faded with cleaning, and any embossed print can be affected.



During the Colour Restoration process, we cannot guarantee that any contrast coloured stitching will remain untouched.

The more work that is required to restore your item the more processes and products will be required. This may in certain circumstances slightly alter the way your shoes or bag feel. At all times we will endeavour to keep the item to as near to the original as possible.

Suede dyeing is quite different and more difficult than the standard grain leather dyeing, as suede is an “open leather” type; it absorbs the dye and mixes it with the base colour. Hence the end result is always a derivative of these two colours.



Our estimated service turnaround time is usually more than 4 weeks depending on what services have been requested. More advanced services may take 6-8 weeks or more.

Shoe Spa, however, cannot be held responsible for delays to the service caused by unforeseen circumstances or additional requirements.



All payments are handled by Shoe Spa. Once received by Shoe Spa your shoes or bag will be assessed and the work required confirmed. If you have already had an estimate for the work, we reserve the right to suggest other services if the wrong treatments have been requested.

All work will be agreed with the customer prior to any work taking place. You will be contacted for payment for the work prior to treatments being carried out. All items must be fully paid before the item is dispatched back. Our system notes a record of emails sent and/or telephone messages left and this will be deemed evidence of contact with you. Where an item has not been paid for within 30 days we reserve the right to charge additional fees for storage of your item. We do not store credit card details nor do we share financial details with any 3rd parties.



Whilst your Item(s) is fully paid and is in our care you are insured up to the Full Item Value, Depreciated Value or our Maximum Liability, whichever is the lesser, minus the cost of our Services. This is to cover you should your Item(s) become lost, stolen or damaged beyond repair. Items in our care are;

– Any Item currently having our services carried out, or waiting for our services to be carried out, after payment.

– Any Item in transit with our Couriers sent by Shoe Spa & Bag Spa. Customers using our standard DPD service to have an items sent to us via a drop off location send items at their own risk. Clients using our home collections service (chargeable) will be offered the option to add on additional insurance. If this is not taken up the item will not be covered by our company.

– Any Item waiting for You to collect from Us will be in our care for a maximum period of 60 days.

– Any Item your leave in our shop(s) or post to us will be held in our care for a maximum period of 60 days and will only be deemed in our care when we acknowledge receiving it.

In the very rare occasion an item that you the customer has sent to us, is lost we will be un able to help track or trace and cannot accept liability for the item until it arrives at our address.

As standard your item/s will be available for collection or standard delivery up to 60 days of the repair/restoration work being completed. After this time your item/s will be placed into a secure storage facility and a charge of £15 per week will apply to have your item returned to you.

We will hold an item for a maximum of 6 months from the date the repair/restoration work has been completed. Items not claimed with in 6 months of the repair work being completed may be disposed of.

We will contact the email address or text provided to inform you that your item is ready for collection and when your item is being placed into storage. Please ensure your email address and phone number are correct at the time of booking in and inform us of any changes.



Shoe Spa are a cleaning repair & restoration service and any Items that are sent to us are in a damaged and/or devalued state. We cannot be held liable for:
– Any damage to, or defect in, an item which we have not been contracted to work on (this includes hardware).
– Delays or failures which are due to any cause beyond our reasonable control.
– Failed repairs due to inherent problems within the material or structure of the item – please note that charges may still apply for any work already completed.
– ‘Loss of value’ against manufacturer original models after the service has been carried out.

– Any damage which is not related to or caused by our services.
– Shoe Spa use the most advanced industry standard techniques and professional materials, we do not warrant the use of, or employment of, the manufacturer original materials or processes. Where original materials are not available, parts and colours will be matched as closely as possible to the original – or to the agreed specification (such as colour matched to a particular part of the Item).

Shoe Spa cannot be held liable for the loss or damage of any accessories, such as dust bags, locks, credit cards etc. that are not noted on our system during the booking in procedure. If an item is repaired to a reasonably satisfactory standard no liability will be accepted for depreciation in value. If any service recommended to you by Shoe Spa is rejected, Shoe Spa cannot be held responsible for the outcome of any work carried out that does not meet the customer’s expectations Shoe Spa will not pay compensation for anything that falls outside the work we provide.



We guarantee our labour and materials for a period of 3 months after work has been completed providing that the item has been maintained using the recommended ‘Shoe Spa’ products which will be offered to you on completion of your shoes/bag. Hardware repairs and stitching are guaranteed only under normal use. If Shoe Spa feel that at any time the item has been misused within this period, the guarantee will be null and void.



You must notify us of any problem or complaint you have with the workmanship on the Item(s) within seven days of you receiving or collecting the Item(s). If you notice a mark, stain or blemish that is on the Item you must notify us of this within 24 hours of receiving or collecting the Item (as above). Where there is a dispute over any work carried-out, the record on our Management System is taken as the final order for the work.

We cannot accept returns or requests for refunds on the basis of the customer’s change of heart. We cannot accept returns or requests for refunds where a change to an order had been requested and that change could not be fulfilled.

We will not be liable for any damage to – or deterioration of/in – the item resulting from use or application of inappropriate products or inappropriate use/misuse of the Item following delivery of the order. If we are found to be at fault we will endeavour to repair and/or alter the Item to your satisfaction at our cost. In all circumstances, this will be the first course of action. Where the item has to be returned to us for this purpose, we will reimburse your costs of dispatch with evidence of a valid receipt/invoice.

If the fault is through misuse or customer liability any work to rectify the fault will be at your own cost.

Any claim settled will be on the condition that it is accepted by the customer as a full and final settlement.

Shoe Spa keep photographic records of all work before and after the work has been carried out.


USING A DROP OFF POINT/AGENT (when introduced)



You will be given a receipt for your item(s) when you visit one of our agents (Drop off points). Your signed receipt will confirm your acceptance of our Terms and Conditions. If your shoes or bag are received without a signed receipt you will be asked for confirmation of acceptance when your shoes or handbag are booked in at Shoe Spa. The agent is responsible for your item until it has been collected by our couriers. Items booked in with one of our agents will be collected and delivered free of charge to the nominated drop off point. When we have finished the work on your Item(s) we will contact you to notify you of the return delivery to the agent. If you request delivery to another location, there will be a standard delivery charge of £8.00 for this service.



Payments are handled by Shoe Spa and not the Drop off Point. Once received by Shoe Spa your shoes or bag will be assessed and the work required confirmed If you have already had an estimate for the work we reserve the right to suggest other services if the wrong treatments have been requested. All work will be agreed with the customer prior to any work taking place.

You will be contacted for payment for the work prior to treatments being carried out. All items must be fully paid before the item is dispatched back to the drop off point. Our system notes a record of emails sent and/or telephone messages left and this will be deemed evidence of contact with you. Where an item has not been paid for within 30 days we reserve the right to charge additional fees for storage of your item.



Whilst your item is in the care of one of our Drop off Points the Drop off Point will be liable for any loss or damage to your item. Once your item has been collected by one of our couriers and is in our care you are insured up to the full item value or depreciated value minus the cost of any services provided.



Once your item is ready for pickup we can store it for up to one month free of charge. Subsequently, we reserve a right to charge a discretionary storage price of £10 per item per month. In case an item is not picked up within a period of six month time, we reserve a right to donate the item to a charity of our choice.

This will cover your Item(s) in the event that they are lost, stolen or damaged beyond repair in circumstances beyond our control. Items in our care are:
– Any Item currently having our services carried out or waiting for our services to be carried out.
– Any Item in transit with our Courier.
– Any item waiting for payment



We reserve the right to make changes to our terms & conditions at any stage without prior notice.

Terms and conditions