OUR GUARANTEE

Its about You

Yes, you.

It’s tricky to get new customers and we like the ones we have, so we want to keep you around. We want to lay out some of the potential problems, and how we will address them so that you feel comfortable getting in touch if anything goes wrong. That’s not to say that we are not confident in what we do (we are), but things happen and we want our customer service to be as good as our resoles.

What we can’t guarantee

Lets get the negative out of the way first…

Unfortunately we can’t guarantee that you will never have a problem with your resoles, after all there are sometimes problems with new shoes and we are working on used shoes where we can’t always fully assess the condition before we start. Sometimes we might make mistakes either when resoling or by taking on shoes that are too damaged to get a good result. We do our best, but we are not perfect and are not working in perfect conditions.

We want to know

We want to hear about any problems so that we can reduce the likelihood that they happen again. We want to provide the best possible service so want all the information to keep improving our skills. Good feedback is always nice as well.

Responding to complaints

People generally don’t like complaining about issues so we want to make it as easy as possible. We will get back to you at the first chance we get, and will generally want to get the shoes back as soon as possible to assess. We generally give customers the benefit of the doubt and either redo the shoe or refund depending on the issue. Either way, we make sure you are not out of pocket and usually give a discount voucher in case you want to use us again in the future.

Risks that customers accept

There are some things that are just a risk of working on and repairing a used product.

Sometimes damage is uncovered by the resoling process which means that we can’t continue. We could also cause damage, this is rare but we can’t see the full condition of the shoe and especially if they have been resoled before we can run into unexpected problems. We will not replace the shoe or pay for a new pair, however you won’t be charged for the work.

f the shoe wears in an area of the shoe that we haven’t resoled. For example if a hole appears in the rand in subsequent climbing when we have not toe patched. We are happy to have a look and see if we made an avoidable mistake by not toe patching, and correcting it if we did. However we don’t guarantee the whole shoe, just the work we have done. This example is also tricky as we tend to assume people don’t want a toe patch “just in case”.

Shoes may get lost in the mail. We will generally refund you for the work if this happens but not the value of the shoe.

How to get in touch

The best way to get through to us quickly is to send pictures through WhatsApp on 07895794821. You can find more ways to contact us using the button below.