When placing your order please ensure that your details, especially foot size and heel height etc. are correct. We cannot rectify your errors once goods have been made, however we will exchange an item for a smaller/bigger size.
All orders are dispatched in brown/white plain boxes. The front label shows your name and address, the rear has a returns address label. For your discretion we do not include our name on the package. Other labelling relates to Customs and Delivery Services (where applicable). All orders will need a signature on receipt.
All Payments are made through PAYPAL using VISA, VISA DELTA, ACCESS, MASTERCARD and many others. Your card will be charged shortly after ordering as pieces are made to order. If buying from outside the UK using currency other than Sterling please contact us for bank charges. All prices are shown and charged in UK Pounds Sterling £ (GBP).
All goods are thoroughly inspected prior to being despatched and we will only refund money on goods that are found to be faulty in manufacture. Upon receipt of your goods please check the style, colour and size are as ordered. Goods for exchange must be returned within 14 days of despatch and still in new condition which is not creased or worn.
We will NOT give a refund or exchange any shoes or boots that are made bespoke for customers as per their specific requirements.
All goods returned to us are sent at customers own risk and we recommend that you insure them as we will not be responsible for any items missing in the post during transit.
Please include the return postage when returning goods for exchange.
If returning for exchange from outside the EU the customs label must state, ‘goods returned to seller for exchange-no duty applicable’. If this is not present the goods will not be accepted under any circumstance.
Please return to: A KEMP, 14 SCORTON HOUSE, WHITMORE ESTATE, LONDON, N1 5LU, UK
All custom made goods are made to order. Please allow 5-6 weeks for delivery (UK). However this may vary depending on the volumes of orders going through the factory. All goods are sent either by 1st Class Royal Mail Sign For (UK) & Royal Mail International Sign For or Royal Mail Track & Trace (Overseas). Mail charges are:
UK – £6.50 per item (Signed For) or £10.00 per item (Special Delivery)
OVERSEAS – Varies per country
By law in the UK you have 14 days from the date of receipt to cancel your original order. Please contact us in writing if you wish to cancel. We will refund the goods value.
Where a despatched order is refused for any reason (including a dispute or disagreement with import duty) any refund request will incur an administration charge of 25% of the original value. We will also deduct the cost of any direct or indirect charges incurred in securing the goods safe return to our company. Your statutory rights are not affected.
In the unlikely event your order is not received please contact us in writing. We will investigate immediately and thereafter issue a Loss Claim Form, which requires signing and returning to us. Any person using the claim system to obtain further goods without payment will be dealt with by civil and/or criminal law.
All complaints are serious and we endeavour to satisfy you by dealing with any incident quickly. Please contact the office on +44 07711432927 or by email, email@example.com setting out details of the complaint.
We have no facilities for personal callers. We reserve the right to withdraw items and alter future pricing without notice. We reserve the right to alter the design of footwear with the proviso that such alteration will not affect the overall appearance of the garment. We do not substitute goods within an order.