www.cobbler.ae (the "Website") is owned and operated by Collingham LLC as THE COBBLER, for its own benefit and the benefit of its affiliates and subsidiaries (together “we" or “us") in the United Arab Emirates. Collingham LLC is a limited liability company incorporated under the laws of the United Arab Emirates, with commercial license number 677468 and its registered office at PO Box 390302, Dubai, United Arab Emirates.

Website Terms

Please read these Terms and any other terms of use posted on the Website as together they form our Website Terms governing your utilisation of our Website and Website services. We may change these Website Terms from time to time without notice to you by posting the updated Website Terms on the Website, so please be sure to check regularly for updates. When you place an Order through our Website, you are deemed to have consented to the latest version of the Website Terms then posted on our Website. If a change in law means that we have to change our Website Terms after you have placed an Order but before it has been fulfilled, we are obliged to apply that change to your Order. In all other cases, the version posted at the time your Order was placed will apply. If you do not agree to be bound by the Website Terms, you should not use the Website.

Eligibility

We aim to make the Website and its associated services available to as many of you as possible. However, we do require that you are at least 18 years of age, able to lawfully: (i) make payment through one of our accepted tender types; (ii) agree to these Terms; and (ii) enter into binding Orders with us. Please also refer to the pick-up & Delivery and Shipping section below. The Website is for your personal or gift use only and commercial usage is not permitted. We reserve the right to decline Orders where we suspect commercial usage.

Registration

In order to take advantage of the features and services of this Website, you can either utilize the Website (or the Customer Care Centre) on a “guest check-out" basis or create an Account and register your details with us. It is your ongoing responsibility to make sure that any personal and payment details you provide to us are valid, accurate and complete. You can update your details by contacting our Customer Care Centre on our UAE number +971 4 296 5416 or updating them in your Website profile. Please keep your account details and password confidential and secure. Our customer service agents will never ask you for your password. We are committed to complying with our Privacy Policy but are not responsible for any loss suffered through misuse of those details. Please notify us as soon as possible if you believe your account has been compromised. By registering or placing an Order on the Website you warrant that you meet the Eligibility criteria described above and that the information you provide is yours and is accurate in all respects. Commercial entities are not eligible to register with us.

Privacy & Cookie Policy

Please refer to our Privacy Policy & Cookie Policy for details on how we deal with your data.

Orders

When you place an Order with us, then subject to your rights to cancel or return the items, you commit to buy the items described in that Order, at the price indicated including any delivery fees, taxes and duties where applicable.

Orders are subject to our acceptance, which we may withhold in our sole discretion including for reasons such as ineligibility, inability to confirm payment authorization, suspected fraud, shipping restrictions and stock availability. Items in your Website basket are not reserved until your Order is paid for.

The Website (or our Customer Care Centre) may contain or provide information regarding the availability of merchandise. This information can be used to estimate the likelihood that an item will be available immediately upon Order placement. Unfortunately, we cannot guarantee that an item stated to be available will actually be available right away, as inventory can change significantly throughout the day. In rare cases, a product may be available when you place an Order but sold out by the time we process the Order. Should this happen, we will notify you.

Receipt of your Order will be acknowledged by email. However the Order is only confirmed when you receive a notification from us confirming dispatch of the relevant item(s). No party other than us has the authority to confirm acceptance of the Order.

Payment

We currently accept the following tender types for Orders placed on our Website: Visa, Mastercard, and American Express. Payment will be taken at the time you place your Order. By entering payment details onto our Website, you warrant that you are duly authorized to pay using those details. We reserve the right to decline orders without liability to you where we believe payments are not authorized, the payment method is not valid or where we do not think you are authorized to use to utilize the relevant tender type.

All credit/debit card payments are subject to validation checks and authorization by the issuer. If the issuer of the credit/debit card refuses to authorize payment, we will not be liable for any delay or non-delivery. We will cancel your order and contact you for an alternative method of payment.

The details on the credit/debit card used to make the payment must match the exact ID information of the cardholder as held by the issuer. Payment will be debited and cleared from your account upon completion of the shipping of your order by us. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorized by the owner of the credit/debit card to use it.

No credit/debit cards’ details will be stored, sold, shared, rented or leased to any third parties except by our online payment gateway service provider.

We take reasonable care to make the Website secure. Rest assured that your card number will be protected using SSL (Secure Socket Layer). SSL is a security technology that encrypts your card details and provides a secure connection between Internet browsers and websites, allowing you to transmit private data online. We take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Website.

Prices

Prices on the Website are displayed in AED, and exclude any services you may elect to pair the purchase with, delivery costs, taxes or duties to which the purchase may be subject. Any such additional costs will be displayed before your final check out.

The prices include VAT applicable on the day of your order. Any change in the applicable VAT rate will be automatically reflected in the price of products sold by The Cobbler within its Website.

Where you purchase using a payment card denominated in a different currency to AED, the payment will be subject to the currency exchange rate applied by your card issuer at the time your payment is completed.

The destination you ask us to deliver to, the items & services you select and the method of delivery you choose will dictate what delivery charges, taxes and duties apply (if any). Please refer to our Pick-up & Delivery and Shipping sections for further details on delivery options.

Although we make every effort to ensure prices displayed on our Website and in our communications are correct, errors may occur. If an error occurs and your Order:

  1. has already been processed, then we may at our discretion:
    1. cancel the Order (or part thereof), arrange for collection of the mis-priced item(s) from your original Order delivery address in the UAE and issue you a full refund including original Order delivery fees, taxes and duties (if applicable);
    2. where the price you paid is lower than the actual price of the item, honour the price in your Order; or
    3. where the price you paid is higher than the actual price of the item, refund you the difference;
  2. has not yet been processed, then we will notify you as soon as possible and only process the Order (or part thereof) once you have confirmed you are happy to buy at the correct price or otherwise cancel the Order (or part thereof) and refund your payment in full.

Price Difference

If an item you purchase goes on sale within 5 days of your purchase, your item qualifies for the discounted price. Please note, the item must be in the same size and colour that was purchased. The difference between the purchase price and the sale price will be provided through a coupon code with no exclusions or expiry. Sale items with further reductions do not qualify for Price Difference. To claim the discount, contact Customer Care at +971 4 296 5416.

Promotional codes are valid only in accordance with their terms, until the date stated, can be used only once, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. They are personal to you and cannot be transferred to third parties. Inner Circle discounts are currently not available for Orders placed through the Website.

TERMS OF SERVICES FOR ITEMS TO BE REPAIRED BY US

Pick-up & delivery of items to be repaired may currently only apply to addresses within the Emirate of Dubai. The pick-up & delivery methods which are currently available are set out below. However, we constantly strive to improve customer experience and may introduce additional methods across our shopping channels. Please check back frequently to see if more options have become available.

Pick-up & Deliveries take place between 8am-6pm, from Saturday to Thursday.

The pick-up and delivery options follow a “scheduled 4 hours” pattern, eg you can book a pick-up from the following slots: 8am-12pm, 9am-1pm, etc until 2pm-6pm.

You can book a pick-up on our Website or by calling our Customer Care Center. Pick-ups will be scheduled only after your order is successfully placed and the payment authorized.

Pick-up booking options:

- Same day as the Order date

- Or on a different scheduled day, providing that bookings are open up to 30 days from the Order date.

Delivery booking options:

- Same day as your item Ready date

- Or on a different scheduled day, providing that bookings are open up to 30 days from the item Ready date.

Pick-up & Delivery fees:

PICK-UP & DELIVERY FEE
For Orders below AED150 AED60
For Orders of AED150 and above FREE

However if you cancel your Order after your items have been picked-up, and you had paid for a pick-up & delivery fee, this fee will not be refunded.

And if you cancel your Order after your items have been picked-up, and you had not paid for a pick-up & delivery fee, a cancellation fee of AED60 will be applied and deducted from the refund amount of your Order.

It is your responsibility to ensure that the item(s) is/are available for collection/return at the time and on the date agreed. If our courier is unable to collect/return an item because there is no one available at the agreed time and collection/return address, or you have provided an incorrect or incomplete collection/return address, we reserve the right to charge an additional AED30 for any repeat collection/return trip.

The usual lead time of performing the repair/restoration services selected in your Order is indicated on our website by the time you confirm the selection of the service. If you select several services for the same item, the final lead time regrouping all services performed will be indicated. The lead time indicated has been set up given the reasonable time required to perform a quality job. Therefore it cannot be reduced.

The Company might need to contact you for clarification or approval on a service to be performed. The Company will not be held responsible of any delay in the service lead time if you can't be reached and are not replying to emails.

We usually perform the services within the lead time communicated on our Website, however delays can happen and we will not be held responsible in such occasion. In case of delay you will be notified over the phone and by email.

Any changes in the Order requested after the item(s) is(are) picked up and tax invoice is issued must be confirmed in writing. The Company reserves the right to accept or not the changes depending on the status of the former Order booked.

The Company is not liable for any stains, scratches or colour loss that were inherent to the item(s) upon reception in our premises, or that will be detected after the delivery of the item(s).

The Company is providing repair and restoration services with the highest level of care and expertise. However it cannot predict how the leather/ suede/ fabric will react to professional cleaning or dyeing and the final result will depend on the initial condition of the item. There is no guarantee that all the stains will disappear nor that the dyeing will be totally even. For the same reason, we cannot guarantee to match the exact same colour of your choice when we provide recolouring services, but we will ensure to go to the closest match.

We facilitate on your behalf, the transport of your items to/from your location, to/from our workshop. While we carefully select and monitor our logistic partners, while the item is in transit, you are bound by the T&Cs of our logistic partners.

Please check all items and parcels sent to us for valuables including money, jewellery, dust bags or anything else of value you may not want to lose. Do not send these. If we find any valuables, we will endeavour to return them to you, but we are not liable for the loss of any such articles.

An agreement between you and The Cobbler for us to restore an item on your behalf comes into existence at the moment an item is received by us, such agreement being governed by these terms to the exclusion of all other terms, conditions and representations, whether written or oral. By sending an item to us you are confirming:  You are the rightful owner of the item in question and you have full authority to restore the item without anyone else’s permission (or that you have obtained any necessary permissions). You will maintain ownership of the items throughout the process.

We reserve the right to leave parcels with doorman, building, hotel or office concierge or other authorised people. We won’t assume any responsibility for any items lost or damaged while in their care.

On occasion, our partners may refuse to deliver your order if they are of the opinion that the shipping address or the accepting party presents a risk to either their person, their equipment or to the item being returned.

If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and will take steps to minimise the impact of the delay. However, we are not liable for delays caused by external and unforeseen events.

In the unlikely event that an item becomes damaged whilst in our care, the liability of the item shall not exceed 10 times the repair cost, and cannot exceed AED1,500 regardless of brand or condition unless previously agreed in writing between both parties. If you are unhappy with any part of the completed work, you have 48 hours from return to contact us. We will investigate any complaint promptly.

Uncollected items:

Serviced items have to be collected within a period of maximum 3 months from the item Ready date. The Company will not be held responsible for these items after the aforementioned period of time.

We will make attempts to contact you via calls and emails. If repeated attempts to do so have been unsuccessful, then we reserve the right to dispose of the items without being held liable or responsible.

By using our services and therein accepting these terms, the customer forfeits his right to claim the product and or damages after the stipulated 90-day notice period. No refund on the service or value of the product will be made after the stipulated 90-day notice period.

SHIPPING OPTIONS FOR GOODS SOLD ON OUR WEBSITE

The following options are available for delivery to your requested address:

DESTINATION
Dubai Other Emirates
(excl. Dubai)
All other countries Qatar
SHIPMENT
LEAD TIME
Next working day delivery* Next working day delivery before 6pm Delivery from 2 to 4 working days N/A
SHIPMENT FEE - FREE for Orders AED500 and above
- AED30 for orders below AED500
- FREE for Orders AED500 and above
- AED50 for orders below AED500
The shipment fee will be indicated in your CART once you fill up your Delivery Address N/A
* Next working day delivery schedule:
8am-12pm N/A
9am-1pm N/A
10am-2pm Available
11am-3pm Available
12pm-4pm Available
1pm-5pm Available
2pm-6pm Available

Delivery timelines are estimates, see further details below.
Please expect delays to your order delivery during the following times: promotional activity, sale season and bank holidays. During the duration of these we might be unable to commit to the above schedule and lead time.

We reserve the right to impose a re-delivery charge where your Order is not accepted at the address supplied to us on the confirmed date of delivery.

We regret but we cannot ship outside of Dubai the following shoe care items, or kits containing the following shoe care items, since they are restricted for air shipment by our third party forwarder: polish, balm, spray, lotion.

SCHEDULED TIME SLOTS (Pick-up & delivery and Shipping)

General Delivery Conditions: Although we are strongly committed to delivering in the timelines estimated in our Order confirmation or displayed on our Website or above, delivery timelines are estimates only. Time shall not be considered of the essence. Timelines start from Order confirmation. However, if we have not delivered your Order within 30 days of Order confirmation, we will provide you with a full refund. We are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your Order or request postponement.

Orders are delivered on workings days excluding public holidays. It is your duty to ensure appropriate access for deliveries. Please note the courier will make up to four phone calls to book the delivery time slot with you. And up to three attempts to deliver before your Order will be cancelled.

RETURNS AND EXCHANGES

Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a “no questions asked" free returns policy which allows you to return delivered items to us for any reason up to 30 days from delivery of your Order, free of charge.

Refund Process

Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges).

Your refund will be processed via the following methods:

If you chose to pay with multiple payment methods, the store credit amount used will be prioritised and refunded in full, before the remainder of the payment gets refunded via the other payment method used. The refund will be processed in the following order: (i) The full store credit amount used will be credited back to your account (ii) The remaining amount will be refunded via your other payment method: Credit Card payments will be refunded to the Credit Card used to purchase your order.

If an item in your Order is received damaged by you or is not what you ordered, then please arrange for return of the item to us using the Returns Process. The item must be returned in the same condition you received it in within 30 days of receipt for a full refund including, where applicable, original Order delivery charges,  taxes and any duties. Replacement may be available. Shoe returns will only be accepted if the shoes are in brand-new condition and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, or any type of damage and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.

Returns Process

Items can be returned by arranging collection from your delivery address by logging into your account on the Website: My Account/ Merchandise returns.

General Conditions Applicable to Returns

In order to qualify for a refund, all items must be returned to us within 30 days of Order receipt:

  • Unaltered, unused and in full saleable condition (or the condition in which they were received from us or our agents). Shoes must not have any sole or other damage;
  • In their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned.
  • Accompanied by the original Order confirmation.

Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.

Exchanges

We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.

CANCELLATION

Cancellation of Orders of goods sold on our Website:

You may contact us at any time prior to your Order being marked as “Processed" on our online Order tracking system to cancel or change it. If you do so, we will at your request either: (i) cancel it free of charge and issue you with a full refund or (ii) do our best to change it, subject to stock availability and any applicable price adjustment. If the Order has been processed, please await delivery and use the Returns process.

Cancellation of Orders of repair/ restoration services on your items:

You may contact us at any time prior to your Order being marked as “Processed" on our online Order tracking system to cancel or change it. If you do so, we will at your request either: (i) cancel it free of charge and issue you with a full refund (excluding pick-up charges if applicable) or (ii) amend the Order. If the Order has been processed, we are afraid that it is too late for us to cancel it.

OTHERS

Product Liability

By placing an Order through our Website, you acknowledge and agree that full liability for the products rests with the manufacturer and that we carry no product liability for those items save as described in the Returns section in relation to returning the products and refunding the price paid (where applicable).

Title to Goods

Title to the items in your Order will pass to you on the later of the day on which: (i) you pay us in full for those items; or (ii) the day you receive the items. Risk in the items in your Order passes to you on delivery to the address detailed in the Order.

Intellectual Property Rights

Your use of the Website and its contents does not grant you any copyright, design, trademark or other intellectual property rights relating to the Content (as described in the Content section below), including our software, HTML or other code contained in the Website. All such Content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Website is typically protected by national and international intellectual property laws and treaties. You are permitted to use the Content only as expressly authorized by us or the licensor of such Content. Any reproduction or redistribution of the Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, linking, commercially exploiting, copying and use of the above listed materials on any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.

Content

In addition to the Intellectual Property rights mentioned above, "Content" is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Website. We have made every effort to ensure that the information on the Website accurate and complete but we cannot promise that Content is error-free. We also do not promise that the functional aspects of the Website or Content will be error free or that this Website or the servers that make them available are free of viruses or other harmful components. We always recommend that you have up to date virus checking software installed.

User Generated Content

By providing a review you agree to be solely responsible for the content of all information you contribute. You also grant us a right to use any content you provide for our own purposes including republication in any form or media. Comments may be moderated and may not be displayed immediately but we do not commit to checking all content and will not be liable for third party posts. If you have a complaint about any posts please contact us. We reserve the right in our sole discretion not to publish or to remove any comment including those that we believe may be unlawful, defamatory, racist or libelous, incite hatred or violence, detrimental to people, institutions, religions or to people's privacy, which may cause harm to minors, is detrimental to the trade marks, patents and copyrighted content, contains personal data, improperly uses the medium for promoting and advertising businesses. This Website is available to the public and therefore information you consider confidential should not be posted to this Website.

Third Party Sites

Our Website may include hyperlinks to other websites or resources operated by third parties. We are not responsible for the content or accuracy of any pages that are not on our Website or their availability. We do not endorse and are not liable, directly or indirectly, for the privacy policies of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.

Descriptions

At the time of publication on our Website, all product descriptions are believed to be accurate. We also strive to represent the products on our Website as accurately as possible, however colours and resolution may vary depending on your monitor’s display. All measurements and weights are approximate.

No Warranty

Except as otherwise provided in these Website Terms or required by applicable law, we make no representation, covenant or warranty and offer no other conditions, express or implied, regarding any matter, including, without limitation, the merchantability, suitability, fitness for a particular use or purpose, or non-infringement of Website membership, any Content, or any products purchased through the Website.

Your use of the Website is at your sole risk and it is provided on an "as is" and "as available" basis. We reserve the right to restrict or terminate your access to the Website at any time. Save as required by law, we make no warranties that access to the Website will be uninterrupted or error-free; that the Website will be secure; that the Website or the server that makes the site available will be virus-free; or that information on the site will be correct, accurate, adequate, useful, timely, reliable or otherwise complete. If you download any content from the Website, you do so at your own discretion and risk. You will be solely responsible for any damage to your computer or loss of data that results from the download of any such content. No advice or information obtained by you from the Website shall create any warranty of any kind.

Liability

Save for death or personal injury arising out of our negligence or as required by law, under no circumstances shall we, our affiliates, employees, directors, officers, agents or suppliers be liable to you or to any other person for any indirect, special, incidental or consequential losses or damages of any nature arising out of or in connection with the use of or inability to use the Website, including, without limitation, damages for loss of profits, loss of goodwill or loss of data. Without prejudice to the foregoing, in no event will we be liable for any amounts in excess of the amount paid by you for the product(s) in respect of which the claim arose.

Nothing in this Agreement is intended to impact any rights you or we may have under applicable law. We are committed to respecting individual rights including but not limited to moral, cultural and religious rights as enshrined in applicable law.

Marketing Of Items

We reserve the right to market repair/ restored items on social media platforms as demonstrations of our capabilities to existing and potential clients, unless the item is easily identifiable or personalised to the individual. However, you may request that we don’t use images of your items in writing. Please email customercare@cobbler.ae

Indemnity

You agree to defend, indemnify and hold us, our directors, agents, affiliates, licensors and suppliers harmless from and against any and all claims, damages, costs and expenses, including legal fees, arising from or related to your use of the Website and/or your breach of any representation, warranty, or other provision of the Website Terms, including the use by third parties accessing the Website using your account caused by your action or inaction.

Entire Agreement

You acknowledge and agree that these Website Terms constitute the complete and exclusive agreement between us concerning your use of the Website and any purchase by you of any items through the Website, and supersede and govern all prior proposals, agreements, or other communications.

No Agency

Nothing contained in these Website Terms shall be construed as creating any agency, partnership, or other form of joint enterprise between us.

No Waiver

Any failure to exercise or any delay by either party in exercising its rights or remedies under these Website Terms shall not be construed as a waiver thereof. The rights and remedies provided by these Terms are cumulative and are not exclusive of any rights or remedies provided by law.

Illegality

If any provision of these Website Terms is held to be illegal or unenforceable, the remaining Website Terms (or parts thereof) will not be affected and will remain in full force and effect.

Language

These Website Terms are published in English and Arabic. If there is any inconsistency between the English text and the Arabic text, the English text will apply.

Disputes and Governing Law

These Website Terms are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai and all disputes arising here under are subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.

CONTACT US - CUSTOMER SERVICE

If you have any questions about the Terms and Conditions or any aspect of your Order, please contact our Customer Care Team by email at  customercare@cobbler.ae or by telephone at +971 4 296 5416 from Saturday to Thursday from 9am-6pm (UAE time).

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