Terms and Conditions
Please read this carefully. By using or submitting an order on this website, you are agreeing to the terms that appear below.
The following terms and conditions will apply between you and Stephan Shoes when you make a purchase from https://stephanshoes.co.uk. The terms do not affect your statutory rights.
1. INFORMATION ABOUT US
1.1. https://stephanshoes.co.uk registered address is 83 Station Road, New Milton, Hampshire BH25 6JD, and our VAT number 861893780.
1.2. To cancel a Contract in accordance with your legal right to do so as set out in clause 7, you just need to let us know that you have decided to cancel. The easiest way to do this is to telephone us on 01425 614082. However, you can also e-mail us at info@stephanshoes.co.uk or write by post to 83 Station Road, New Milton, BH25 6JD. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.
1.3. If you wish to contact us for any other reason, including because you have a complaint, you can contact us by e-mailing us at info@stephanshoes.co.uk , by telephone on 01425 614082, or through our site via the Contact Us page.
1.4. If we have to contact you or give you notice in writing, we will do so by e-mail or post to the address you provide to us in your order or by means of any other contact details you provide to us.
2. OUR PRODUCTS
2.1. The images of the Products on our site 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 of the Products. Your Products may vary slightly from those images.
2.2. Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on our site are approximate only.
2.3. The packaging of the Products may vary from that shown on images on our site.
3. HOW WE USE YOUR PERSONAL INFORMATION
3.1. We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy, as it includes important terms which apply to you.
4. MINIMUM AGE
4.1. If you are a consumer, you may only purchase Products from our site if you are at least 18 years old.
5. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
5.1. To make a purchase, browse through our Products and select those which you wish to purchase by adding them to your shopping basket. Once you have completed your selection(s), click on the ‘Checkout’ button and our shopping pages will guide you through the steps you need to take to place an order with us. 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 page of the order process.
5.2. After you place an order, you will receive an order confirmation e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 5.3.
5.3. We will confirm our acceptance to you by sending you a dispatch e-mail. The Contract between us will only be formed when we send you this email.
5.4. If we are unable to supply you with a Product for whatever reason, for example because that Product is not in stock or no longer available, because we cannot meet your requested delivery date, or because of an error in the price on our site, 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.
6. OUR RIGHT TO VARY THESE TERMS
6.1. We amend these Terms from time to time. Please look at the bottom of this page to see when these Terms were last updated.
6.2. Every time you order Products from us, the Terms in force at the time of your order will apply to the Contract between you and us.
6.3. We may revise these Terms as they apply to your order from time to time to reflect changes in relevant laws and regulatory requirements.
6.4. If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you opt to cancel, you will have to return, at our cost, any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.
7. YOUR CONSUMER RIGHT OF RETURN AND REFUND
7.1. You have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 7.3. This means that during the relevant period, if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.
7.2. However, this cancellation right does not apply in the case of any Products that are made to your specification or are clearly personalised.
7.3. Your legal right to cancel a Contract starts from the date of the dispatch email, which is the date on which we e-mail you to confirm our acceptance of your order and when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:
| Your contract | End of the cancellation period |
|---|---|
| Your Contract is for a single Product, which is delivered on one day. |
The end date is the end of 14 days after the day on which you receive the Product. Example: if we provide you with a dispatch email on 1 January and you receive the Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. |
|
Your Contract is for either of the following:
|
The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered. Example: if we provide you with a dispatch email on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January, you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January. |
7.4. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to cancel a Contract is to call us on 01425 614082. However, you can also e-mail us at info@stephanshoes.co.uk or write to us by post at 83 Station Road, New Milton, Hampshire, BH25 6JD. If you are e-mailing us or writing to us, please include details of your order to help us identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.
7.5. If you cancel your Contract we will:
7.5.1. refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
7.5.2. refund any delivery costs you have paid, if any, although, as permitted by law, the maximum refund will be the cost of delivery by the least expensive delivery method we offer, provided that this is a common and generally acceptable method.
7.5.3. make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
7.5.3.1. in the event that you have received the Product from us, the deadline for us making a refund to you will be 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us.
7.5.3.2. in the event that you have not received the Product from us, the deadline for us making a refund to you will be 14 days after you inform us of your decision to cancel the Contract.
7.6. If you have returned the Products to us because they are faulty or mis-described, 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 item to us.
7.7. We will refund you by the payment method you originally used to pay. If you used vouchers to pay for the Product, we may refund you in vouchers.
7.8. If a Product has been delivered to you before you decide to cancel your Contract:
7.8.1. then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract;
7.8.2. unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us.
7.9. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 7 or anything else in these Terms.
8. DELIVERY
8.1. We will contact you with an estimated delivery date, which will be within 30 days after the date of the order confirmation, in accordance with applicable law. Please note that we aim to deliver all Products in accordance with the delivery times stated on our delivery and returns page, depending on the delivery option chosen. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 13 for our responsibilities when this happens.
8.2. For first time orders, delivery will only be made to the cardholder’s registered address or the cardholder’s place of work, which may need to be verified before dispatch. We will not, under any circumstances, dispatch a first time credit/debit card order to any other address. Once you have successfully completed an order with us, we will be happy to dispatch to an address of your choice.
8.3. Delivery of an order shall be completed when we or our courier deliver the Products to the address you gave us and the Products will be your responsibility from that time. Please note that if you opt for the Products to be delivered to a safe place or left with a neighbour or other third party, you are responsible for such Products once we or our courier deliver the Products to that safe place, neighbour or other third party.
8.4. You own the Products once we have received payment in full, including all applicable delivery charges.
8.5. If we miss the 30 days delivery deadline for any Products then you may cancel your order straight away if any of the following apply:
8.5.1. we have refused to deliver the Products;
8.5.2. delivery within the delivery deadline was essential, taking into account all the relevant circumstances; or
8.5.3. you told us before we accepted your order that delivery within the delivery deadline was essential.
8.6. If you do not wish to cancel your order straight away, or do not have the right to do so under clause 8.5, 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.
8.7. If you do choose to cancel your order for late delivery under clause 8.5 or clause 8.6, you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have 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.
9. INTERNATIONAL DELIVERY
9.1. We do not deliver to countries outside of the UK.
10. PRICE OF PRODUCTS AND DELIVERY CHARGES
10.1. The prices of the Products will be as quoted on our site at the time you submit your order. 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.
10.2. Prices for our Products may change from time to time, but changes will not affect any order you have already placed.
10.3. The price of a Product includes VAT, where applicable, at the applicable current rate chargeable in the UK for the time being.
10.4. The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the checkout process, before you confirm your order.
10.5. Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site 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 give you the option of continuing to purchase the Product at the correct price or cancelling your order.
11. HOW TO PAY
11.1. You can only pay for Products using a debit card or credit card, including Visa, Mastercard and American Express, or any other method available through our site or agreed by us from time to time.
11.2. Payment for the Products and all applicable delivery charges is in advance.
11.3. Discount codes may be applicable to footwear, handbags and shoe care products and their T&Cs apply. We cannot accept discount codes on non-tangible products, such as gift cards or gift wrap.
12. OUR LIABILITY
12.1. 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.
12.2. We only supply the Products for domestic and private use. You agree not to use the product 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.
12.3. We do not in any way exclude or limit our liability for:
12.3.1. death or personal injury caused by our negligence;
12.3.2. fraud or fraudulent misrepresentation;
12.3.3. any breach of the terms implied by section 12 of the Sale of Goods Act 1979;
12.3.4. any breach of the terms implied by sections 13 to 14 of the Sale of Goods Act 1979; and
12.3.5. defective products under the Consumer Protection Act 1987.
13. EVENTS OUTSIDE OUR CONTROL
13.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control.
13.2. 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, war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, failure of public or private telecommunications networks, or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
13.3. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
13.3.1. we will contact you as soon as reasonably possible to notify you; and
13.3.2. our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.
13.4. You may cancel a Contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel, please contact us. 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.
14. OTHER IMPORTANT TERMS
14.1. We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.
14.2. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.
14.3. This Contract is between you and us. No other person shall have any rights to enforce any of its terms.
14.4. Each of the 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.
14.5. 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 delay in doing so, that will not mean that we have waived our rights against you.
14.6. Please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction.
Last updated: May 2026