Terms And Conditions

Bespoke Big Day - Mission Statement

Bespoke Big Day was set up by a former (slightly tall) bride after finding all bridal shoes available were either hideously high, hideously expensive or just plain hideous!

Our mission was to create a range of modern, unique, gorgeous and fun bridal shoes that brides could customise to their perfect heel and colour (saving the dyeing cost too!) but still at an affordable price.

We don't claim to be the cheapest bridal shoe company available, there are already plenty of excellent companies selling fab shoes at a very good price, as long as you're looking for the exact product they're offering. These companies buy in bulk and are a great choice for budget conscious brides, who don't want or need to customise their shoe height (and don't mind paying an additional £35 or so for dyeing if necessary).

What we do aim for is to make bespoke bridal shoes affordable for every bride and we are confident you won't find anyone offering a fully bespoke shoe for less than us. We don't buy in bulk, we make each and every shoe to order just for you, so you can be confident that any shoe from us will be an exclusive one-off (we've yet to make the exact same shoe twice).

If we're maybe not quite what you're looking for, and are looking for a more high value product, we can recommend a number of luxury customised shoe companies, whose products retail at around £300-700. Please ask for more details!

1. How is a pair of Bespoke Big Day shoes made?
Our shoes are made on an order by order basis, with each pair individually crafted by shoemakers in the production workshop. This method allows us to fulfil each order as the client designs it - from style, to heel height to color and size.

2. What are the soles of Bespoke Big Day shoes made from?
All our shoes have man-made, non-slip soles made using synthetic fibers.

3. What type of swatches do you offer?
Bespoke Big Day offers more than 30 different colour satins, 30 different glitters and 5 leather colours. We can also offer shoes made from your own fabric, please email us for a quote.

4. How do I place an order?
Just follow the four simple steps to placing a Bespoke Big Day order:
1. Select your shoe.
2. Select your colour/fabric for your shoe.
3. Select your size and heel height
4. Complete your order by paying for your purchase through PayPal, using the links provided.
5. Make a note of your transaction reference provided via PayPal, just in case you need to query your order.

5. How long will it take from placing my order to receiving my shoes?
Our turn over time is 12 weeks from the first Friday in which your order is placed. For example, if you place your order on Thursday March 1st, your order will be processed on Friday March 2nd. Thus expect your order by May 28th. During this 12 week timeframe, your shoes will be custom made and posted to you by Special Delivery. Whilst 95% of our orders arrive within 12 weeks some may take up to 14 weeks to arrive. As we cannot refund orders once ordered, we request you order your shoes in plenty of time for delivery.

6. What form of postal service is offered?
We only offer Special Delivery as it is an efficient and trackable service that usually arrives within 24 hours of being sent. This delivery option guarantees the safe and timely arrival of our customers' orders.

7. Where do you ship to?
We are a global online business and ship to all parts of the world. This includes home addresses and postal boxes.

8. Can I combine postage for more than one item?
Absolutely, we are happy to combine orders and hold back postage until all orders are manufactured. Please email us for more details.

9. How do I gauge my size?
All our shoes are made to the same size as a standard High Street size. If you are unsure as to your size and wish to ensure a perfect fit for your shoe, when submitingt your order you should consider providing the measurements below. Please email us the measurements for (a) the circumference of the widest part of your foot and (b) the length of your foot from your large toe to heel. Include in the email your name, details of your order and contact information.

10. What happens if I am not pleased with my purchase?
You must report any issues with your shoes within 7 days of receipt to complaints@bespokebigday.co.uk. Goods are posted by Special Delivery so all shoes will be deemed received 24 hours after we have posted them.
After this period we reserve the right not to accept Exchanges, Faults or Refund requests. Any Exchanges, Faults or Refund requests reported after 7 days will be entirely at our discretion.

11. Refunds
We do not offer refunds under normal circumstances. Each shoe is hand-crafted bespoke to order and we would offer an exchange. The only exception to this is if your wedding date (not fitting date) is within 4 weeks, at our discretion we may offer a 75% refund. The deduction of 25% is to cover the cost of a shoe which is now futile.

12. Exchange
We accept exchanges on the grounds of
a. Your goods are faulty
b. Your goods are not as ordered
c. Your shoes do not fit despite following our size guides, and ordering your usual size
All exchanges under option c. may be subject to exchange fees of up to 25% of the shoe original cost.
Exchanges for Faults and Goods not as Ordered will be at our cost.
To request an exchange please email complaints@bespokebigday.co.uk explaining the reasons and we will revert to your communication within 72 working hours.

13. Faults
The definition of faulty will be defined by Bespoke Big Day. We will categorise faults as follows;
- minor faults
- major faults
Minor faults which can be resolved are to be returned to Bespoke Big Day within 7 days of reporting the fault. We will endeavour to resolve the fault for you within a reasonable timeframe.
Major faults which require the shoe to be re-made may take up to our standard delivery timescales.

14. Photographic evidence
Bespoke Big Day is an online company. Therefore we reserve the reasonable right to request photographic details of any reported faults prior to agreeing an exchange/refund.

15. Do not fit
Although most of our shoes fit perfectly first time, everyone is different and their shoes may not fit. We request that customers who are unsure of their shoe size contact us prior to ordering. We also provide a shoe size measurement guide in order to help you determine best fit. Shoes exchanged for this reason may be subject to a 15% remake fee at our discretion. We reserve the right not to post the replacement pair until your original shoes have been returned to us, in perfect condition and the 15% fee paid.

16. Postage costs
Bespoke Big Day will not be responsible for postage costs. Any postage costs incurred are entirely at the customers cost. We recommend using an insured and recorded postal service, as all shoes are the responsibility of the sender until received (this works both ways).

17. "Bespoke" bespoke
We do sometimes take on orders for shoes which are not part of our usual shoe range. We have a Bespoke Order form for this purpose. Any communication via email prior to the order will not form part of the official order. Please ensure you enter your full order details into this form. Bespoke Big Day receive over 300 requests a week, so we cannot guarantee to match your email requests with incoming orders.
"Bespoke" Bespoke shoes cannot be returned unless they are "significantly not as described" or faulty.

18. Fair and reasonable resolution
Bespoke Big Day will do everything fair and reasonable to resolve issues with our customers. If however, you do not agree with our decision you have an additional course of action should you choose. Our payment provider PayPal offers a dispute resolution service and we encourage you to contact them in the first instance should you not be happy with our decision. If you are still unhappy, you are of course entitled to contact Trading Standards with your grievance.

19. Priviledged
Communications between Bespoke Big Day and the customer are entirely privileged and may not be reproduced in any format without our explicit written consent.

20. Right to cancellation
Once your order has been received, it will be processed and an order receipt sent to you with your order reference number. Once the order has been processed you have received our order reference number orders cannot, under any circumstances be cancelled.

21. Libel & Defamation
We take libel very seriously and we reserve the right to take legal action against any customer found posting defamatory comments on any public website, forum, blog or other online media site. Any requests to remove such comments must be actioned within 2 hours of our request. Any queries, please contact our legal department at legal@bespokebigday.co.uk.

22. What can I do if the colour I am after is not available from your selection?
We aim to personalise your shoe shopping experience and in the event that the desired colour is not currently supplied, we are happy to look at the possibility of sourcing it. However, this may take time and in some cases a close match may be the best we can do.

23. If I am making shoes for members of the bridal party, can I have my shoes made from my own bridal fabric?
Yes, Bespoke Big Day offers this unique bridal shoe service. Many brides have an idea of their dream shoe from brochures or magazines. We encourage you to send them in (scan and email) and we can look at making the design. If this is possible, you can post your fabric through and have your shoes made from your own fabric or another fabric of your choice. This ensures a match to your dress for the big day. We encourage simple designs, as they are ideal for delicate bridal fabric and have the best outcome.

24. Why do you only accept Paypal?
PayPal has become a universally respected and highly trusted form of web transaction. It has the ability to process payments using multiple merchant tools (Visa, Mastercard, personal accounts) and arbitrate disputes and fraudulent behaviour. This protects the customer's and the merchant's interests and rights. Furthermore, it is secure, and efficient.

25. How can I contact Bespoke Big Day?
You can contact us by email via our email address. We're not open to the public at this address, but you can also send correspondence to us at 14 Hady Crescent, Hady Hill, Chesterfield, S41 0EA.

26. Sole colour
We cannot guarantee the colour of our soles, which is dependant on heel heights, size, shoe and colour - however if you have a specific request please ask and we will endeavour to meet your request - although this cannot be guaranteed. Any trims i.e. ribbon ties, will be as close a match as possible to the satin colour of your chosen shoes. However you acknowledge due to a difference in fabric these may not be an exact match.

27. "Exclusive to us" shoes
Shoes marked with the "Exclusive to us" image (see below) are entirely exclusive to Bespoke Big Day, in addition designs are protected by copyright and relevant design rights. Any supplier found copying our shoes will have immediate legal action taken against them.