SHOELUXE SCOTLAND
TERMS & CONDITIONS
Last updated: August 2026
These Terms & Conditions apply to all services provided by ShoeLuxe Scotland ("ShoeLuxe", "we", "us", "our") to customers ("you", "your").
By booking, purchasing or using any ShoeLuxe service, you confirm that you have read and agreed to these Terms & Conditions.
1. OUR SERVICES
ShoeLuxe provides professional footwear cleaning, care and restoration services.
Our services may include, but are not limited to:
Basic footwear cleaning
Luxe footwear cleaning
Sneaker and trainer cleaning
Sole and midsole cleaning
Lace and insole cleaning
Deodorising
Stain treatment
Protection treatments
Specialist cleaning
Restoration services
Subscription cleaning services
The exact service provided will depend on the package selected and the condition and material of the footwear.
2. BOOKING A SERVICE
Bookings can be made through our website, social media, messaging services or other booking methods provided by ShoeLuxe.
A booking is only confirmed once ShoeLuxe has accepted the booking and, where applicable, payment has been received.
We reserve the right to refuse a booking where we believe the requested service is unsuitable for the footwear or where the condition of the footwear presents an unreasonable risk of damage.
3. CONDITION OF FOOTWEAR
Customers must provide footwear in a condition suitable for cleaning.
Before cleaning, ShoeLuxe may inspect the footwear and identify existing:
Damage
Cracking
Peeling
Separation
Discolouration
Staining
Wear
Previous restoration or repair
Material deterioration
Structural weakness
Cleaning may reveal or worsen existing damage that was not immediately visible before treatment.
ShoeLuxe will take reasonable care when handling all footwear, but we cannot guarantee that every stain, mark or imperfection can be removed.
4. MATERIALS AND SPECIALIST FOOTWEAR
Certain materials and footwear types carry a greater risk during cleaning or restoration.
These may include:
Suede
Nubuck
Leather
Patent leather
Mesh
Knit materials
Synthetic materials
Delicate fabrics
Vintage footwear
Limited-edition footwear
Designer footwear
Footwear with painted or customised surfaces
Where appropriate, ShoeLuxe may advise that a particular treatment carries an increased risk.
If footwear is considered unsuitable for treatment, ShoeLuxe may decline the service.
5. CLEANING RESULTS
ShoeLuxe aims to provide the best possible cleaning result using appropriate professional cleaning methods.
However, we cannot guarantee that footwear will return to its original condition.
Some stains, marks, odours, discolouration and damage may be permanent.
Cleaning is not the same as restoration. Where footwear requires specialist restoration, repair, recolouring or structural work, this may require a separate service and additional charge.
6. EXISTING DAMAGE
ShoeLuxe is not responsible for damage that existed before the footwear was submitted.
This includes, but is not limited to:
Cracked soles
Loose soles
Delaminated materials
Weak stitching
Peeling coatings
Damaged prints
Fading
Previously repaired areas
Age-related deterioration
Glue failure
Material breakdown
Where possible, customers will be informed of significant pre-existing damage before treatment.
7. CLEANING-RELATED RISK
Although ShoeLuxe uses reasonable care and appropriate cleaning methods, certain materials can react unpredictably to cleaning products, moisture, heat or agitation.
Where a customer chooses to proceed after being informed of a potential risk, ShoeLuxe will take reasonable care but cannot guarantee against an outcome that is reasonably associated with the condition or material of the footwear.
Nothing in these Terms & Conditions excludes or limits any legal rights or protections that cannot legally be excluded.
8. HIGH-VALUE OR DESIGNER FOOTWEAR
Customers submitting high-value, limited-edition, collectible or designer footwear should inform ShoeLuxe before the service begins.
ShoeLuxe may request additional information regarding the footwear or decline treatment where the risk is considered excessive.
9. PAYMENT
Payment must be made using the payment method made available by ShoeLuxe.
Prices are displayed at the time of booking or purchase.
Additional charges may apply where:
The footwear requires specialist treatment
The footwear is heavily soiled
Additional restoration is requested
Additional services are requested
The condition of the footwear requires substantially more work than the selected package
Where reasonably possible, customers will be informed of additional charges before additional work is carried out.
10. DROP-OFF AND COLLECTION
Customers may be offered different ways to provide and receive their footwear.
These may include:
Local Meet-Up
Customers may arrange a suitable local meeting point with ShoeLuxe for drop-off and/or collection.
Drop-Off at Our Location
Customers may drop off and collect their footwear directly from the ShoeLuxe location where this option has been agreed in advance.
Customers should not attend a location without prior confirmation.
Any collection or delivery arrangements must be agreed with ShoeLuxe in advance.
11. CUSTOMER RESPONSIBILITY
Customers are responsible for providing accurate contact and booking information.
Customers should ensure that all personal belongings are removed from footwear before submission.
ShoeLuxe is not responsible for personal items left inside or attached to footwear, including:
Money
Jewellery
Insoles not intended to be cleaned
Inserts
Tags
Accessories
Other personal belongings
12. COMPLETION TIMES
ShoeLuxe will provide an estimated completion time where possible.
Completion times are estimates and may vary depending on:
Condition of footwear
Type of footwear
Cleaning package
Drying requirements
Specialist treatments
Volume of bookings
Circumstances outside our reasonable control
Where a delay occurs, ShoeLuxe will endeavour to keep the customer informed.
13. COLLECTION OF COMPLETED FOOTWEAR
Customers are responsible for collecting their footwear within the agreed collection period.
If footwear remains uncollected for an extended period, ShoeLuxe may contact the customer to arrange collection.
Where footwear remains uncollected despite reasonable attempts to contact the customer, ShoeLuxe reserves the right to take further reasonable steps in relation to the stored item, subject to applicable law.
14. LOST OR DAMAGED FOOTWEAR
ShoeLuxe will take reasonable care of customer footwear while it is in our possession.
If footwear is lost or damaged due to ShoeLuxe's failure to take reasonable care, the customer's legal rights remain unaffected.
Any claim should be raised with ShoeLuxe as soon as reasonably possible after the footwear is returned.
Customers may be asked to provide evidence of the footwear's condition before the service and, where relevant, its value.
Nothing in these Terms & Conditions excludes liability that cannot legally be excluded.
15. COMPLAINTS
If you are unhappy with a service, please contact ShoeLuxe as soon as possible.
We ask customers to provide:
Their name
Booking details
Details of the issue
Photographs where appropriate
We will review complaints fairly and investigate the circumstances.
Where appropriate, we may offer a re-clean, correction or other reasonable resolution.
Your statutory consumer rights are not affected.
16. CANCELLATIONS AND APPOINTMENTS
Customers should provide reasonable notice if they need to cancel or rearrange an appointment.
Where a customer repeatedly fails to attend agreed appointments, ShoeLuxe may require future bookings to be paid in advance.
Any cancellation charges will be reasonable and proportionate to the circumstances and will not affect statutory cancellation rights.
17. SUBSCRIPTION SERVICES
ShoeLuxe may offer monthly subscription services.
Subscription services are separate from one-off cleaning bookings.
The subscription price, number of included cleans and services included will be clearly displayed before purchase.
18. LUXE SUBSCRIPTION — £40 PER MONTH
The Luxe Subscription provides:
2 × Luxe Cleans per month
The subscription renews monthly unless cancelled.
Subscription conditions:
You may cancel at any time.
There is no minimum long-term commitment unless specifically stated at the time of purchase.
Your 2 included cleans must be used within the applicable subscription month.
Unused cleans cannot be carried over into the following month.
Unused cleans cannot be exchanged for cash or transferred to another customer.
The subscription renews at £40 per month unless cancelled.
Cancellation will prevent future renewal payments.
Additional services, specialist cleaning or restoration may incur an additional charge.
19. BASIC SUBSCRIPTION — £30 PER MONTH
The Basic Subscription provides:
2 × Basic Cleans per month
Subscription conditions:
You may cancel at any time.
There is no minimum long-term commitment unless specifically stated at the time of purchase.
Your 2 included cleans must be used within the applicable subscription month.
Unused cleans cannot be carried over into the following month.
Unused cleans cannot be exchanged for cash or transferred to another customer.
The subscription renews at £30 per month unless cancelled.
Cancellation will prevent future renewal payments.
Additional services, specialist cleaning or restoration may incur an additional charge.
20. SUBSCRIPTION CANCELLATION
Customers may request cancellation of their subscription using the cancellation method provided by ShoeLuxe.
Cancellation will apply to future renewal payments.
Where a customer has already received services during a paid subscription period, cancellation does not automatically create a right to a refund for services already provided.
Any cancellation, refund or cooling-off rights required by applicable consumer law will continue to apply.
ShoeLuxe will provide customers with clear information about subscription pricing and renewal before the subscription is purchased.
21. SUBSCRIPTION USE
Subscription cleans are personal to the subscribing customer unless ShoeLuxe expressly agrees otherwise.
A subscription cannot be shared between multiple customers.
Each included clean must correspond to a qualifying service under the subscription selected.
Specialist footwear, restoration work, heavily soiled footwear or services outside the included package may require an additional payment.
22. SUBSCRIPTION PAYMENT FAILURE
If a subscription payment fails, ShoeLuxe may temporarily suspend the subscription until payment is successfully received.
Customers will not be entitled to use subscription benefits while the subscription is suspended due to an unpaid amount.
ShoeLuxe will not charge additional fees solely because a payment has failed unless such a charge has been clearly disclosed and is lawful.
23. CHANGES TO SERVICES OR PRICES
ShoeLuxe may change its services, packages or prices from time to time.
Where a change affects an existing subscription, customers will be given appropriate notice where required.
Customers will not be charged an increased subscription price without being informed in advance and given any cancellation rights required by law.
24. WEBSITE AND ONLINE INFORMATION
ShoeLuxe aims to ensure that information displayed on its website and social media platforms is accurate.
However, photographs may not always represent the exact result achievable on every item of footwear.
Examples of previous work are provided for illustration and do not constitute a guarantee of identical results.
25. PHOTOGRAPHS AND MARKETING
ShoeLuxe may photograph footwear before and after cleaning for quality-control and record-keeping purposes.
Photographs will not be used for marketing purposes where doing so would identify the customer without an appropriate lawful basis or permission.
Where customer permission is requested for marketing use, the customer may decline without affecting the cleaning service.
26. PERSONAL DATA AND GDPR
ShoeLuxe may collect and process personal information necessary to provide its services.
This may include:
Name
Telephone number
Email address
Address where required for collection or delivery
Booking information
Payment-related information
Customer communications
Service history
Personal information will be used for purposes such as:
Processing bookings
Providing services
Communicating with customers
Processing payments
Managing subscriptions
Handling complaints
Maintaining business records
Meeting legal and accounting obligations
ShoeLuxe will process personal data in accordance with applicable UK data protection law.
Further information about how ShoeLuxe collects, uses, stores and protects personal data is provided in our Privacy Policy.
27. DATA SHARING
ShoeLuxe may use trusted third-party service providers where necessary to operate the business.
These may include providers involved in:
Website hosting
Payment processing
Subscription payments
Booking systems
Email communication
Accounting
Customer management
Only information reasonably required for the relevant service will be shared.
ShoeLuxe will not sell customer personal information.
28. MARKETING COMMUNICATIONS
ShoeLuxe may contact customers regarding their bookings, services, subscriptions or other matters relating directly to their customer relationship.
Marketing communications will only be sent where there is an appropriate lawful basis to do so.
Customers can unsubscribe from marketing communications at any time.
Unsubscribing from marketing communications does not affect essential service-related communications.
29. WEBSITE COOKIES
The ShoeLuxe website may use cookies and similar technologies.
Some cookies may be necessary for the website to function, while others may be used for analytics, functionality or other purposes.
Where required, consent will be requested before non-essential cookies are used.
Further information can be found in the ShoeLuxe Privacy Policy and Cookie information.
30. INTELLECTUAL PROPERTY
All ShoeLuxe branding, logos, website content, written content, photographs, graphics and other original materials remain the property of ShoeLuxe or the relevant rights holder.
They may not be copied, reproduced or commercially used without permission.
31. CUSTOMER RESPONSIBILITY FOR AUTHORITY
By submitting footwear to ShoeLuxe, you confirm that:
You own the footwear; or
You have permission from the owner to request the service.
ShoeLuxe may request further information where ownership or authority is reasonably questioned.
32. AGE REQUIREMENTS
Customers must be legally capable of entering into a contract.
Where a customer is under 18, a parent or legal guardian may be required to make the booking or provide consent where appropriate.
33. EVENTS OUTSIDE OUR CONTROL
ShoeLuxe will not be responsible for delays caused by circumstances outside our reasonable control.
These may include:
Severe weather
Natural events
Power or internet failures
Supplier failures
Transport disruption
Government restrictions
Serious illness
Other unforeseen circumstances
Where such an event affects a booking, ShoeLuxe will make reasonable efforts to contact the customer and rearrange the service where possible.
34. LIABILITY
ShoeLuxe will provide services with reasonable care and skill as required by applicable consumer law.
Nothing in these Terms & Conditions limits or excludes liability for anything that cannot legally be limited or excluded.
Nothing in these Terms & Conditions affects your statutory consumer rights.
35. GOVERNING LAW
These Terms & Conditions are governed by the laws of Scotland.
Any disputes will be handled in accordance with applicable Scottish and UK law.
36. CHANGES TO THESE TERMS
ShoeLuxe may update these Terms & Conditions from time to time to reflect changes to its services, business practices or legal requirements.
The latest version will be made available on the ShoeLuxe website.
Where a change materially affects an existing customer or subscription, ShoeLuxe will provide appropriate notice where required.
37. CONTACT
For questions regarding these Terms & Conditions, bookings, subscriptions or complaints, customers can contact ShoeLuxe Scotland through the contact details provided on the ShoeLuxe website.
IMPORTANT
These Terms & Conditions are intended to provide a clear framework for ShoeLuxe Scotland's services and customer relationships.
Nothing in these Terms & Conditions is intended to remove or restrict any statutory consumer rights that cannot legally be excluded.
ShoeLuxe Scotland
Terms & Conditions — August 2026