Terms & Conditions

Where you are purchasing as a consumer

These terms and conditions form the basis on which you can visit us and use our website. Please read them carefully as they contain important information.

ISO 9001:2015 Certification

Health and Care (UK) Limited (trading as ShoeInsoles.co.uk) is an ISO 9001:2015 certified business with BSI, a UKAS accredited issuing body. Our ISO 9001:2015 certificate number is FS 593975.

Our Quality Policy is available upon request.

General terms and conditions

This site is owned and operated by Health and Care (UK) Limited. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at helpdesk@shoeinsoles.co.uk or by calling us on 020 7501 1102 (Monday to Friday, 09:00 to 17:00).

1. The contract between us

We must receive payment of the whole of the price for the goods that you order before your order can be accepted. Payment of the price for the goods represents an offer on your part to purchase the goods, which will be accepted by us only when the goods are dispatched. Only at this point, where the goods have been dispatched by us, is a legally binding contract created between us.

2. Acknowledgement of your order

To enable us to process your order, you will need to provide us with your e-mail address. We will notify you by e-mail as soon as possible to confirm receipt of your order and to confirm details. For the avoidance of doubt, this correspondence does not constitute a contract between us.

3. Ownership of rights

All rights, including copyright, in this website are owned by or licensed to Health and Care (UK) Limited. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

4. Accuracy of content

We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been described accurately. However, orders will only be processed if there are no material errors in the description of the goods or their prices as advertised on this website. Any weights, dimensions and capacities given about the goods are approximate only.

Images displayed on our website are, as far as possible, a fair and accurate representation of the products that we retail. Please note that the precise colour of, or pattern on, a product that we supply may differ slightly from that displayed on our website. This may be due to factors that include manufacturing variations and/or the image colour settings of the device you are viewing the website on.

5. Damage to your computer

We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. We will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

6. Availability

All orders are subject to acceptance and availability. If the goods you have ordered are not available from stock, we will contact you by e-mail or phone (if you have given us details). You will have the option either to wait until the item is available from stock or to cancel your order.

7. Ordering errors

You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process.

8. Price

The prices payable for goods that you order are as set out on our website. All prices are inclusive of VAT at the current rates and are correct at the time of entering information. Where it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by email, and offer to sell you the goods of the specification and description at the price stated in the email and will state in the email the period for which the offer or the price remains valid.

9. Payment terms

We will take payment upon receipt of your order from your credit or debit card. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from you, then we can refuse to process your order and/or suspend any further deliveries to you. This does not affect any other rights we may have.

Payment will be taken by credit or debit card, or by Paypal, at the time of ordering.

When you add a payment method to your Shoeinsoles.co.uk account, you will be asked to provide customary billing information such as name and billing address to Shoeinsoles.co.uk or its third-party payment processor(s). You must provide accurate, current, and complete information when adding a payment method. It is your obligation to keep your payment method(s) up-to-date at all times.

When you add a payment method during checkout, you will be asked if you would like to store your payment method in your account for future transactions. If you are logged into the website, checking the box associated with this request will automatically save that payment method to your Shoeinsoles.co.uk account so it can be used for future transactions.

You authorise Shoeinsoles.co.uk to store your payment method information and charge your payment method as outlined in these payments terms. If your payment method’s account information changes (e.g. card number, account number, expiration date) as a result of re-issuance or otherwise, we may acquire that information from our financial services partner(s) or your bank and update your payment method on file in your Shoeinsoles.co.uk account.

You are solely responsible for the accuracy and completeness of your payment method information. Shoeinsoles.co.uk is not responsible for any loss suffered by you as a result of incorrect payment method information provided by you.

Recurring Billing

Certain products and services may be purchased on a recurring or subscription billing basis. Where a recurring or subscription billing product or service is purchased, the product or service will be dispatched to you after payment has been taken from the payment method on file/on your account. Your account will be automatically charged prior to dispatch of the goods and/or services that are being provided on a recurring or subscription billing basis.

Details of the recurring/subscription billing cycles and product/service dispatch cycles (including the cost of the product or service and the frequency of the cycle such as weekly, monthly, half yearly, annually etc) will be detailed on the website page when you add the product or service to your basket. By purchasing said product or service, you are authorising Shoeinsoles.co.uk to charge your payment method on file/on your account.

If payment fails to be taken for any reason, Shoeinsoles.co.uk will make contact with you as soon as possible to advise you of the payment failure. No products or services will be dispatched until payment has been taken.

You may stop payment of a recurring/subscription billing cycle by notifying Shoeinsoles.co.uk orally or in writing at least three (3) business days before the scheduled date of payment. Shoeinsoles.co.uk may require you to provide written confirmation of a stop-payment instruction within fourteen (14) days of oral notification. If you fail to provide written confirmation within fourteen (14) days as requested, Shoeinsoles.co.uk is not obliged to honour your request to stop any future recurring/subscription payments.

In the event that products or services are dispatched by us in error following a payment failure or stop payment instruction, you must inform Shoeinsoles.co.uk of the shipping error. Shoeinsoles.co.uk will collect the product or services from you free of charge. Failure to make the products or services available for collection, in the same condition that you received them, within 30 days will result in an invoice being raised for the product(s) or services(s) at the current price on our website. You will be liable to pay that invoice in full without set-off.

10. Delivery charges

Delivery charges vary according to the type of goods ordered.

11. Delivery

Our delivery charges are set out on our delivery page on our website. You can visit that page by clicking here.

You may be required to pay extra for delivery and it might not be possible for us to deliver to some locations.

Please note that we are only able to deliver to addresses within the United Kingdom. We reserve the right to levy a surcharge for deliveries made to the Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles.

We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions. We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed and therefore time is not of the essence. In any event, we will aim to deliver your goods within 30 days from the day after the day we received your order. If delivery is delayed beyond this time, we will contact you and either agree a mutually acceptable alternative date, or offer you a full refund.

You will become the owner of the goods you have ordered when they have been delivered to you and paid for. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

12. Risk and ownership

Risk of damage to or loss of the goods passes to you at the time of delivery to you. If you choose to use your own courier then the risk passes to you as soon as the goods are handed to your courier. You will only own the goods once they have been successfully delivered.

13. Returns, Refunds and Cancellation Rights

Our Returns and Refunds page provides details on returning the following items:

Products where the product is unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (customer remorse).
Defective products, where the product is incorrectly sent, damaged by the carrier or defective in another way

Where products are unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (customer remorse), our returns policy is valid for 30 days from the receipt of an item. You therefore have 30 days from the day after you receive your item from Shoe Insoles to inform our Customer Care Team that you wish to return the item if it is unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (this is known as customer remorse).

The cost of returning the unsuitable item is your responsibility.

Before returning any item, please fill in the the details on our Returns and Refunds page so that we can provide you with a returns authorisation number along with details of how to return your item. Alternatively you can contact us by email at helpdesk@shoeinsoles.co.uk or by phone on 020 7501 1102. We will then give you an authorisation number along with details of how to return your item.

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.

Where products are defective, where the product is incorrectly sent, damaged by the carrier or defective in another way, please let us know as soon as possible and within 30 days of receiving your item.

Where we have been informed within 30 days of receipt that the item is defective, incorrectly sent, damaged by the carrier or defective in another way, we will provide you with a full refund, repair or exchange. We will refund your card or replace the item once we have received and processed your returned item. We will arrange to collect the item from you at our cost, or provide you with the details of how to return the items to us where we will bear the costs of carriage.

Before returning any item, please fill in the details on our Returns and Refunds page so that we can provide you with a returns authorisation number along with details of how to return your item.

Condition of products you are returning due to buyer remorse: If you are returning your product(s) due to the product(s) being unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item(s) (known as buyer remorse), the item(s) must be in the same condition you received them, with original packaging and all included literature, free from stains, free from smells (including tobacco), free from hair (human and/or animal), free from marks, free from damp, liquid or residue on the product itself, its packaging and its literature.

The calculation of the 30 days includes all days (working or otherwise) from Monday to Sunday. The 30 days begins to run depending upon when you receive your goods. Where goods are delivered in one delivery, the end of the 30 days period is 30 days after the day on which the goods came into your physical possession.

Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the 30 days period is 30 days after the day on which the last good came into your physical possession. Where you have ordered goods consisting of multiple parts delivered on different days, the end of the 30 days is 30 days after the day on which the last of the pieces came into your physical possession. Where you are receiving a regular delivery of goods during a defined period of more than one day, the period ends 30 days after the day on which the first of the goods came into your possession.

You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this 30 days period, you will be not be able to return your goods unless faulty.

Under normal circumstances, after your return has been authorised, you have 30 calendar days (30 days including weekends and national/bank holidays) to return your item to our returns address.

Alternatively, under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods which we extend to 30 days. An exception to this returns period is made to any made to order items.

You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty.

Should you wish to cancel your order, you can use the cancellation form provided at the end of these terms and conditions, or alternatively you can notify us in writing by any durable medium (for example letter sent by post, fax or e-mail). Alternatively, you can also print off our cancellation form at the bottom of these terms and conditions. Simply complete this form and return it to the address stated.

You cannot cancel your contract if the goods you have ordered are bespoke (i.e. made to order), newspapers or magazines or if you have taken any audio or video recording or computer software out of the sealed package in which it was delivered to you.

If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

Once you have notified us that you are cancelling your contract, and we have either received the goods back or, if earlier, received proof that you have sent the goods back, we will effect a refund within 14 days of receipt of goods or proof of goods being sent, as long as we have received the goods back. The 14 days period applies to the timeframe for the purposes of a refund. In any event, we must receive the goods back prior to effecting any refund.

We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example using or wearing the goods prior to cancellation beyond what would have been possible if inspecting goods in a shop).

If you have accepted an item but it later develops a fault, we will repair or replace an item if you return it within 6 months, unless we can prove it was not faulty when you bought it.

We can ask you to prove an item was faulty when you bought it if you ask for a repair or replacement after 6 months.

Faulty Product Recovery

Where you have received a product that is faulty upon arrival or subsequently develops a fault, we require the product back prior to us processing any repair, replacement or refund that you may be eligible for (the outcome being dependent upon our policies, and in line with the Consumer Rights Act 2015).

If you have received a product that is faulty or develops a fault, and in the unusual event that we replace that product by sending you a direct or similar replacement product prior to the return of the faulty product(s), we require the original faulty product(s) to be returned to us. We will collect the product(s) from you, free of charge.

Where we are unable to recover the product from you within 30 days of being made aware of the fault (for instance where our courier has attempted to collect the item from your address, but you were not in) we will invoice you for the full price of the product that we have been unable to recover. The price we will invoice you is the price you paid for the product originally, or the current retail price of the product on our website, whichever is greater.

No reduction in price will be made to the invoice to take into consideration any fault – as we are unable to verify the fault, our assumption is that the product is not faulty. As you are in possession of product(s) that you have not paid for, the business will invoice you for those goods and you accept and acknowledge the business’s right to recover this amount.

Lost In Transit – Replacement Products

If you have not received a product that has been sent to the delivery address that you entered into our system at the point of order, and we have accepted that the item has been lost in transit, we will resend the item to the stated delivery address (or a different delivery address if provided by you and approved by us). If subsequently, the product that had been lost in transit is delivered to you, you have a legal obligation to inform us of that delivery. We will then collect this product from you, free of charge.

Where we are unable to recover the product from you within 30 days of being made aware of the delivery (for instance where our courier has attempted to collect the item from your address, but you were not in) we will invoice you for the full price of the product that we have been unable to recover. The price we will invoice you is the price you paid for the product originally, or the current retail price of the product on our website, whichever is greater. No reduction in price will be made to the invoice to take into consideration any fault, packaging problem, damage etc. As you are in possession of product(s) that you have not paid for, the business will invoice you for those goods and you accept and acknowledge the business’s right to recover this amount.

In the event that your item is sent via a Royal Mail service, it is possible that it may take up to 14 days for your shipment to be delivered. Royal Mail do not class an item as lost until 14 days have elapsed and the item may still be delivered within this timeframe. We are therefore unable to re-dispatch or refund your order until the 14 days has passed.

14. Cancellation by us

14.1 We reserve the right not to process your order if:

14.1.1 We have insufficient stock to deliver the goods you have ordered
14.1.2 We do not deliver to your area, or
14.1.3 One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

14.2 If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.

15. Liability

15.1 Unless agreed otherwise, if you do not receive goods ordered by you within 30 days of the date on which you ordered them and decide to cancel the order rather than re-arrange delivery (in accordance with clause 11), we will provide you with a full refund.

15.2 We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions. We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do, or is due to events which are beyond our reasonable control.

15.3 Furthermore, we do not accept liability for any losses related to any business of yours including but not limited to: lost data, lost profits, lost revenues or business interruption. We limit our liability to you as far as the law permits.

15.4 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

15.5 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence. You have certain rights as a consumer including legal rights (e.g. under the Sale of Goods Act 1979 (as amended) or Consumer Rights Act 2015) relating to faulty and/or misdescribed goods.

16. Notices

Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Shoe Insoles, Unit 6, Union Court, Union Road, London, SW4 6JP and all notices from us to you will be displayed on our website from time to time.

17. Changes to legal notices

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

18. Law, jurisdiction and language

This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

19. Invalidity

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

20. Privacy

You acknowledge and agree to be bound by the terms of our privacy policy. View our privacy policy.

21. Third party rights

Nothing in this Agreement is intended to, nor shall it, confer any rights on a third party.

22. Forwarding your details to third parties in exceptional circumstances

Shoe Insoles may, in exceptional circumstances, forward customer contact details including name, email address, telephone number and postal address to third parties to ensure the safety of our customers. These circumstances include, but are not limited to, the actioning of a product recall.

23. Security

We endeavour to take all reasonable steps to protect your personal information. However, we cannot guarantee the security of any data that you disclose online and we will not be responsible for any breach of security unless this is due to our negligence or wilful default.

Cancellation Form

To Shoe Insoles, Unit 6, Union Court, Union Road, London, SW4 6JP.

Email: helpdesk@shoeinsoles.co.uk

I/We* hereby give you notice that I/We* cancel my/our* contract for the sale of the following goods*/for the supply of the following service*:

Ordered on*/Received on*:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s): (only if this form is notified on paper)

Date:

*Delete as appropriate