General terms and conditions of business

Scope

These terms and conditions apply to all purchases made by private customers at alturashoes.co.uk.

Private customers in this sense are persons with a residence and delivery address in the United Kingdom, provided that the goods ordered by them cannot be attributed to their commercial or independent professional activity.

Conclusion of Contract

The presentation of our goods and the granting of the opportunity to order constitutes a concrete offer on our part to conclude a purchase contract.

By placing your order you accept the offer and the purchase contract is concluded.

You will receive an order confirmation by email to the email address you provided.

Prices and Shipping Costs

• The prices indicated are final prices. The amount shown at the time of the binding order applies.

• Shipping costs will be added, depending on the shipping method and the size and weight of the item(s) you order.

• You can find more details in the shipping terms and conditions.

• We will cover the regular return shipping costs incurred if you return the goods in exercise of your right of withdrawal.

• If you exercise your right of withdrawal, we will also reimburse you for the shipping costs.

Cancellation Fee – Cancellation Policy

We charge a 20% cancellation fee for all products if the customer wishes to cancel the order.

• Cancellation is possible within the first 1 hour of placing the order.

• Subsequent cancellation is only possible upon return of the items.

• After this 1 hour, the order has already been received by our shipping service provider, so this order can only be canceled upon return of the goods.

Refund Policy

If you believe that the product you purchased does not meet the original requirements, you have the option to request a refund.

Notes:

• Depending on the batch, the shoes may have a 1–3 cm difference in height. This cannot be used as a reason for return, as it is a natural variation.

• The following items cannot be returned or exchanged: clothing, bodysuits, socks, lingerie & nightwear, jewelry and accessories (except scarves & bags).

• Items must be returned in their original packaging and in perfect condition.

• Refunds are typically processed within 3–5 business days of receiving your return. Once your refund has been processed, you will receive a confirmation email.

• The buyer must bear any shipping costs for a return.

Payment Methods

Payment is made upon checkout by:

• Amazon Pay

• Apple Pay

• Google Pay

• Credit Card

• Direct Debit

• Prepayment

• Installment purchase

• Invoice

• Giropay

• PayPal

• Klarna

• Paydirekt

• Late payment

If you default on payment, alturashoes.co.uk is entitled to charge default interest at a rate of 5 percentage points above the Bank of England base rate at the time of the order. If alturashoes can prove that it has incurred greater damages due to the default, alturashoes is entitled to claim these.

Right of Retention

The customer is only entitled to exercise a right of retention to the extent that his counterclaim is based on the same contractual relationship.

Delivery

1. Delivery shall be made to the delivery address specified by the customer within the United Kingdom.

2. Please note that all our products are currently shipped directly from China. Delivery time is typically 5–14 business days, depending on the shipping destination.

3. If force majeure (natural disasters, war, civil war, terrorist attack) makes delivery or any other service permanently impossible, alturashoes is not obligated to perform. Any amounts already paid will be refunded immediately.

4. alturashoes may also refuse performance if this would require an effort that, taking into account the content of the purchase contract and the principles of good faith, is grossly disproportionate to the customer's interest in fulfilling the purchase contract. Any amounts already paid will be refunded by alturashoes immediately.

Retention of Title

Until all claims against the customer arising from the purchase contract have been settled in full, the delivered goods remain the property of alturashoes.co.uk. As long as this retention of title exists, the customer may neither resell nor dispose of the goods; in particular, the customer may not contractually grant third parties use of the goods.

Warranty Rights

1. A product that is already defective upon delivery (warranty case) will be replaced by alturashoes, at the customer's discretion and at alturashoes' expense, with a defect-free product or have it professionally repaired (subsequent performance). The customer is advised that no warranty claim exists if the product had the agreed quality at the time of transfer of risk. A warranty claim does not exist in the following cases:

   • a) in the event of damage caused to the customer through misuse or improper use,

   • b) in the event of damage caused by the products being exposed to harmful external influences at the customer's premises (in particular extreme temperatures, humidity, exceptional physical or electrical stress, voltage fluctuations, lightning strikes, static electricity, fire).

2. alturashoes also provides no warranty for a defect caused by improper repair by a service partner not authorized by the manufacturer.

3. If the type of subsequent performance requested by the customer (replacement delivery or repair) requires an expenditure that, considering the product price and the contract content and the principles of good faith, is grossly disproportionate to the customer's interest in the service – the customer's claim shall be limited to the other type of subsequent performance.

4. For both repair and replacement, the customer is obligated to return the product at alturashoes' expense, stating the order number, to the return address specified by alturashoes.

5. If the customer sends the goods in order to receive a replacement product, the return of the defective product is subject to the following provisions: If the customer was able to use the goods in a defect-free condition between delivery and return, the customer must reimburse the value of the use derived by him. For any loss or further deterioration of the goods not caused by the defect, as well as for the impossibility of returning the goods in the period between delivery of the goods and return of the goods not caused by the defect, the customer must pay compensation.