Last updated: 21 September 2026
These terms govern your use of vaelorine.shop and any order you place through it. The store is operated by [COMPANY NAME], registered at [REGISTERED ADDRESS] (company number [COMPANY REGISTRATION NUMBER], VAT number [VAT NUMBER]) — “we”, “us”, “our”. By browsing the store or placing an order you agree to these terms. If you do not agree with them, do not use the store.
Nothing in these terms removes or reduces any right you have under mandatory consumer law in your country of residence. Where these terms conflict with such a right, the law prevails. If anything here is unclear, write to [SUPPORT EMAIL] before ordering and we will explain it.
1. These terms
These terms apply to every sale made through vaelorine.shop. We may update them from time to time; the terms that apply to your order are the ones published when you place it. The date at the top of this page always shows the current version. Your statutory rights are unaffected.
2. Eligibility and your account
You must be at least 18 years old, or have the consent of a parent or guardian, to place an order. You are responsible for keeping your account password confidential and for everything done through your account. Tell us at once if you believe someone else has access to it.
You agree to give accurate, current contact and delivery details. If an order cannot be delivered because the details you gave were wrong or incomplete, we may treat it as a cancelled order and refund it less any shipping cost we have already incurred.
3. Products, descriptions and availability
We describe every product as accurately as we can, including materials, sole construction, fit and sizing. Photographs are illustrative: leather is a natural material, so grain, colour depth and finish vary between pairs and between production runs. Variation of that kind is a characteristic of the material, not a defect.
Sizing is stated in the product description and refers to that maker’s last. A shoe that fits in one last may not fit in another. If you are between sizes or unsure, write to [SUPPORT EMAIL] before ordering and we will advise.
All products are subject to availability. Where an item is made to order we state the expected lead time on the product page.
4. Prices, taxes and currency
Prices are shown in the currency indicated at checkout and exclude shipping unless stated otherwise. Prices may change at any time, but a change never affects an order we have already accepted.
Depending on your delivery address, sales tax, VAT, import duty or customs handling charges may apply. Where we are required to collect tax, it is calculated and shown at checkout before you pay. Where we are not, any duty or handling charge levied on import is your responsibility and is payable to the carrier, not to us. Refused parcels that are returned to us because duty was not paid are refunded less the outbound and return shipping cost.
5. Orders and how we accept them
Displaying a product on the store is an invitation to order, not a binding offer. Your order is an offer to buy. A contract is formed only when we send you a dispatch confirmation; the order acknowledgement email that follows your checkout is not acceptance.
We may decline or cancel an order before dispatch where the item is out of stock, where the price or description contained an obvious error, where we cannot verify the payment or delivery details, or where we suspect fraud. If we cancel, we refund you in full.
6. Payment
Payment is taken through our third-party payment provider. We do not receive or store your full card number. By paying you confirm that the payment method is yours or that you are authorised to use it.
Where an item is made to order, the product page states whether payment is taken in full at the time of order or in stages. Where a deposit is taken, the balance is due before dispatch and the product page states the date or trigger.
7. Shipping and delivery
We ship to the destinations listed at checkout. Delivery estimates are estimates, not guarantees, and time runs from dispatch rather than from the moment you order. Risk in the goods passes to you on delivery; title passes when we have received payment in full.
If a parcel is lost in transit, tell us and we will deal with the carrier. If a parcel arrives damaged, keep the packaging and the contents as they arrived and contact us within 7 days with photographs, so we can raise a claim and send a replacement.
8. Returns, refunds and exchanges
Our returns policy is set out in full on our Refund and Returns Policy page, which forms part of these terms. In summary, unused footwear in its original packaging may be returned within 30 days of delivery for a refund or exchange, and items that are faulty or not as described are covered by your statutory rights regardless of that period.
Two categories are handled differently and are stated clearly on the product page before you order: made-to-order items, which cannot be returned for a change of mind once production has begun unless they are faulty; and resoling and repair services, which relate to your own property and cannot be undone once work has started. This does not affect your rights if the work is faulty or not as described.
9. Made-to-order items and personalisation
Where a product is made to your specification — a bespoke size, a monogram, a non-standard leather or sole — it is produced for you alone and cannot be resold. For that reason such orders may not be cancelled once production has started, and in the European Economic Area and the United Kingdom the statutory right to cancel within 14 days does not apply to goods made to the consumer’s specification. Your right to a remedy for faulty or misdescribed goods is unaffected.
10. Warranty and defective goods
Footwear is warranted against defects in materials and workmanship that appear in normal wear. What that excludes is set out on our Refund and Returns Policy page: wear from normal use, damage from accident or misuse, damage from water, heat or unsuitable products, alteration by a third party, and changes in fit caused by the shoe moulding to your foot.
If you believe an item is defective, contact us with photographs and your order number. Depending on the fault and how long you have had the item, we will repair, replace or refund it, in line with your statutory rights.
11. Acceptable use
You agree not to interfere with the store or with anyone else’s use of it. In particular, you must not attempt to gain unauthorised access to any part of the store or its infrastructure, scrape it at a volume that degrades service for others, probe it for vulnerabilities without our written permission, place orders you do not intend to pay for, or use the store to break any law.
We may suspend or close an account, and cancel pending orders, where we reasonably believe these terms have been broken.
12. Intellectual property
The VAELorine name, our logo, the photography, the product descriptions and the design of this store belong to [COMPANY NAME] or are licensed to it. You may not reproduce, redistribute or use them commercially without our written permission. You may of course print or save pages for your own reference, and share links to them.
13. Third-party links and services
The store may link to sites and services we do not control, including carriers and payment providers. We are not responsible for their content or their practices; their own terms and privacy notices apply to your dealings with them.
14. Our liability to you
We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, nor for business losses such as lost profit where you buy from us as a consumer.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for defective products under applicable product-liability law, or for anything else that cannot lawfully be limited.
15. Events outside our control
We are not liable for delay or failure caused by events beyond our reasonable control, including carrier strikes, customs delays, extreme weather, epidemics or failures of suppliers and infrastructure. If such an event delays your order substantially, you may cancel it and we will refund any amount you have paid for goods not yet dispatched.
16. Governing law and disputes
These terms are governed by the laws of [JURISDICTION], and the courts of [JURISDICTION] have jurisdiction over any dispute. This does not deprive you of the protection of the mandatory consumer law of the country in which you live, nor of your right to bring proceedings there.
If you have a complaint, contact [SUPPORT EMAIL] first — we would rather resolve it directly. We will acknowledge your complaint promptly and aim to give you a substantive answer within 14 days.
17. Changes to these terms
We may change these terms to reflect changes in our store, our suppliers or the law. The version published when you place an order is the version that governs it, and we keep previous versions on request.
18. How to contact us
[COMPANY NAME]
[REGISTERED ADDRESS]
Company registration: [COMPANY REGISTRATION NUMBER]
VAT number: [VAT NUMBER]
Customer support: [SUPPORT EMAIL]
Privacy and data protection: [PRIVACY EMAIL]