1. Introduction:

This returns policy applies to all custom-made leather shoes purchased through our website. It is designed to clarify the circumstances under which returns may be considered, taking into account the ‘custom made’ nature of our products and complying with UK consumer law, specifically regulations pertaining to custom-made goods.

2. Right to Cancel:

Under UK consumer law, the standard right to cancel a purchase within 14 days does not apply to custom-made items, including our custom-made leather shoes. These products are uniquely tailored to your specifications.

3. Non-returnable Items:

Due to the personalised nature of our custom-made leather shoes, these products are non-returnable unless there is a fault with the product or they do not fit, as detailed below:

The product does not conform to the detailed specifications provided by the customer through the configurator.

The product is not of satisfactory quality.

The product is not fit for the purpose for which shoes of that kind are generally supplied.

The shoes do not fit.

4. Incorrect sizing

In the unlikely event of the shoes not fitting, let us know within 14 days and we will re-make the original design and specification at no extra cost upon receipt of the shoes that do not fit.

5. Faulty Goods:

In accordance with the Consumer Rights Act 2015, customers are entitled to a return or replacement in cases where the goods are faulty or not as described. If you believe your shoes have a manufacturing fault or deviate from the specifications you provided at the time of order:

You must notify us within 30 days of receipt of your shoes to be eligible for a full refund.

If a fault is discovered after 30 days but within six months of receipt, you will be eligible for a replacement or, if that is not possible, a partial refund.

Beyond six months, the burden is on you to prove that the product was faulty at the time of delivery to claim a remedy.

Please note, there may well be minor colour differences between the product you are viewing on our website and the physical delivered product due to the different devices used to view the product, and this possible differentiation in itself, is not a valid reason for a refund.  Due to the nature of a handmade product there may be very minor imperfections which are particularly characteristic of a handmade shoe and do not constitute a valid reason for a refund.

6. Process for Returning Faulty Goods or incorrect sizing:

If you need to return faulty goods, please follow the steps below:

Contact our customer service team at support@jasperosso.com to report the issue. Provide a detailed description of the fault and include photographic evidence where possible.

Upon receiving your claim, we will assess the fault claim and communicate the next steps. This may include returning the product for inspection.

If the claim is validated, we will process a replacement or refund. We will also reimburse any reasonable shipping costs associated with the return of faulty goods.

Your order should be in an unworn and unused condition complete with original packaging, we cannot accept returns for scuffed or damaged shoes.

All returns should be packaged well in order to avoid any damage while in transit back to us. Please do not use the shoe box as a form of postal packaging.

7. Refunds:

Refunds for faulty goods will be processed within 14 days of confirming that you are entitled to a refund. Refunds will be issued to the original method of payment.

8. Shipping:

International shipping is included in the purchase price.  Import duties, taxes, and additional charges for orders outside the United Kingdom are not included in the item price or shipping fees and will not be shown on the website. We recommend checking with your local customs office to determine any extra costs before making your purchase.

9. Returns shipping:

UK clients - returns are complimentary.

Outside of the UK - responsible for return shipping, mark the box clearly as UK returned goods.

10. Contact Information:

For any queries regarding our returns policy or to initiate a return, please contact our customer service team at support@jasperosso.com.

Please send any returns to:

Sileby Mill Boatyard

Mill Lane

Sileby

Loughborough

United Kingdom

LE12 7UX

Our goal is to ensure satisfaction with your custom-made leather shoes. While returns for custom-made items are generally not accepted due to their personalized nature, we stand by the quality of our craftsmanship and will support any valid claims related to faults or discrepancies in your order as outlined above.