Terms & Conditions

We provide repair, restoration, maintenance and related services for footwear, leather goods and other items that we agree to accept.

The exact work to be carried out will be based on the services agreed with you when your Order is created or subsequently agreed with you.

We will provide our services with reasonable care and skill as required by the Consumer Rights Act 2015.

When we accept an item for repair, we may create an Order containing information such as:

• the item and its condition;
• requested services;
• estimated or agreed price;
• estimated completion date;
• customer contact details;
• payment information; and
• collection or delivery arrangements.

A quotation or estimate is based on the condition and information reasonably available when it is provided.

Sometimes additional problems may become apparent only after work begins.

If additional work would materially change the agreed service or price, we will normally contact you before carrying out that additional work.

We will not use these Terms as a general right to increase an agreed price without a fair reason and appropriate communication with you.

Prices will be communicated before or during the Order process as appropriate.

Unless otherwise stated, the price payable is the price agreed for the services we have been asked to provide.

Where an exact price has not been agreed in advance, the price will be reasonable having regard to the work carried out, materials used and circumstances.

We may request full payment, partial payment or a deposit depending on the Order.

Any deposit, cancellation charge or deduction will be handled fairly and will not affect rights you have under UK consumer law.

Any applicable taxes or other mandatory charges will be dealt with as required by law.

Repair and restoration involve working with items that may already be worn, aged, damaged, stained, weakened or previously repaired.

Leather, suede, textiles, dyes, adhesives, finishes and other materials can react differently depending on their age, condition, manufacture and previous treatment.

We will use reasonable care and skill, but some restoration work may not return an item to an “as new” condition.

Where reasonably possible, we will explain significant known risks before carrying out work.

Nothing in this section excludes or limits our responsibility to provide services with reasonable care and skill.

We may photograph an item before, during or after repair where reasonably necessary to:

• document its condition;
• identify the item;
• manage the repair;
• maintain an appropriate Order record;
• resolve a question or dispute; or
• demonstrate the work performed to the customer.

Order photographs are treated in accordance with our Privacy Notice.

We will not treat operational photographs as permission to use identifiable customer information for advertising.

Any use of photographs for marketing or promotional purposes will be handled separately where additional permission or another lawful basis is required.

Any completion or due date we provide will be treated according to what has actually been agreed with you.

Repair times can sometimes be affected by the condition of the item, availability of materials or parts, specialist work or circumstances outside our reasonable control.

If no binding completion time has been agreed, we will perform the service within a reasonable time as required by law.

If a significant delay occurs, we will try to keep you appropriately informed.

If we discover that additional work may be required, we may contact you to explain the issue and any material effect on the service or price.

We will not carry out materially different chargeable work merely because these Terms exist.

Where your agreement is required, we will seek it before proceeding.

If you choose not to authorise additional work, we will discuss the reasonable options available for the Order.

You may contact us if you wish to cancel an Order.

What happens following cancellation depends on factors including whether work has started, whether materials or services have already been supplied, how the contract was entered into and your statutory rights.

Where we are legally entitled to charge for work already properly performed or reasonable costs already incurred, any amount charged will be fair and proportionate.

We will not automatically retain an excessive deposit or impose a disproportionate cancellation charge.

Additional cancellation rights may apply to certain distance or off-premises contracts.

Nothing in these Terms removes any cancellation right provided by law. GOV.UK/CMA guidance specifically warns businesses against excessive cancellation charges and automatic loss of prepayments.

We will normally notify you when your item is ready for collection.

Customers should collect completed items within a reasonable period after notification.

If an item remains uncollected, we may contact you again and may take further steps permitted by law.

We will not automatically treat an uncollected item as abandoned or dispose of it merely because a fixed number of days has passed.

Where necessary, uncollected goods will be dealt with using the applicable legal process, including appropriate notice before any sale or disposal where required.

This is important because the Torts (Interference with Goods) Act 1977 contains specific notice requirements for goods accepted for repair and later left uncollected.

Where we agree to accept or return an item by post or courier, the relevant delivery arrangements, charges and responsibilities will be communicated as part of the Order where applicable.

We will take reasonable care when preparing items for dispatch.

Any rights or remedies relating to delivery will depend on the circumstances and applicable consumer law.

If you believe there is a problem with work we have performed, please contact us as soon as reasonably possible: info@thecobblersstudio.com

We will review the issue and, where appropriate, inspect the item.

Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. Where they are not, statutory remedies may include repeat performance or an appropriate price reduction depending on the circumstances.

Nothing in these Terms limits those statutory rights.

We do not exclude or limit liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or restricts liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• statutory consumer rights that cannot legally be excluded or restricted.

We are responsible for loss or damage where UK law says we are responsible.

We are not responsible for deterioration or defects that already existed, or for outcomes that result from inherent characteristics of an item rather than a failure by us to exercise reasonable care and skill.

Any assessment will depend on the circumstances of the individual item and repair.

You are responsible for providing reasonably accurate contact information so that we can communicate with you about your Order.

Where you choose WhatsApp notifications, we may send transactional repair updates in accordance with our Privacy Notice.

WhatsApp order notifications are not treated as consent to receive unrelated marketing.

Personal information is handled in accordance with our Privacy Notice: https://thecobblersstudio.com/privacy

The Privacy Notice explains what information we collect, why we use it, our service providers, retention periods and your data-protection rights.

If you are unhappy with our service, please contact us first so that we can investigate: info@thecobblersstudio.com

Please provide your Order number where available and enough information for us to understand the issue.

We will aim to deal with complaints fairly and reasonably.

Nothing in this section prevents you from exercising any statutory right or remedy available to you.

We may update these Terms to reflect changes to our services, business processes or applicable law.

The version applicable to an Order will be determined by the circumstances in which the contract was made and applicable law.

We will not use a later change to these Terms to retrospectively remove rights or materially worsen terms already agreed with a customer.

These Terms are governed by the applicable laws of England and Wales.

If you are a consumer, you retain any mandatory rights you have concerning where proceedings may be brought.