Made to Order Items
Our Made to Order standard service allows our clients to decide the style, size, sole and laces. Our bespoke service allows our clients to decide the style, size, leather, sole, eyelets, thread, and laces. When you order, your boots either standard or bespoke are custom made for you as we do not hold stock, so refunds will not be accepted. We do offer a size exchange as described below.
We highly recommend our clients to be sure of their size when ordering. All customers will be sent our Verifyt QR code which when activated will send a 3D scan of your feet to Gaucho Ninja, allowing the maker to confirm you have ordered the correct size, if a correction is needed it can then be made prior to production. A manual measurement guide can be sent if required. All bespoke customers will also be sent our manual measurement guide and will need to send us their tracings, scans and measurements prior to production.
We hope that you will be pleased with your purchase however if the size is not right, Gaucho Ninja offer an extended 28-day size exchange policy for all products that have not been worn or used. You must therefore notify us of your intention to return any items within 28 days of delivery your order, and the goods must be received by us within 14 days of this notification. We will cover the cost of return shipping and send you return labels upon request. If we have not received your Verifyt scans and or measurements, we will not cover the shipping costs of the return. We are unable to process size exchanges that are received outside of the 28-day time frame.
If you believe a product is faulty, please contact email@example.com as soon as you notice the defect and within 28 days of delivery of your order. If the reported fault is deemed to be a result of wear and tear, and the shoes have been worn, then we cannot accept responsibility. We will need to inspect the goods, so a collection of the product will be arranged. After reviewing the product, we will contact you to discuss the appropriate resolution. In this case we will offer a maximum of one remake.
It is particularly important to note that all products must be returned in the same unworn and unused condition in which they were received, without any signs of wear or use, please take care when first trying on your shoes, try on a carpeted surface to avoid any marking of the soles.
We will not accept exchanges for colour variation. Please note that colours on our website will vary slightly depending how your monitor is calibrated. We do our very best to make sure all our images are true to the actual product you are purchasing but we cannot guarantee a perfect match every time due to almost limitless variations in home monitor set ups.
We work with natural materials (leather hides), each leather hide can vary and dyes differently, a slight colour variation may accrue, this is out of our control, we do our best to keep this as consistent as possible.
We are not able to offer an exchange service.
We do not accept cancellation of orders once they have been placed.
Conditions of return
Repair and Resoling Service
We offer a repair service for boots bought from us for all aspects of wear and tear. If you would like to use this service please email firstname.lastname@example.org sending details of the repair needed and preferably photos of the damaged area. We will advise accordingly and can send return labels to you. Price for repair will be on a case-by-case basis plus the cost of shipping.
We also offer a resoling service on all our boots. Please contact email@example.com and we will send return labels to you. Cost is £150.00 plus shipping.