Terms of service

Terms of Service

Welcome to Clues! By accessing or purchasing from our website, you agree to the following Terms of Service. Please read them carefully before placing an order.

1. Overview

This website is operated by CLUES. Throughout the site, the terms “we,” “us,” and “our” refer to CLUES By using our site or purchasing a product, you agree to be bound by these Terms.

2. Product Availability & Pre-orders

All of our heels are custom made-to-order. This means:

  • You are purchasing an item that is not yet in stock and must be made.

  • Please allow 2 to 3 weeks for sourcing, customisation, and fulfilment.

  • Delays can occur due to supplier lead times or the handmade nature of your item. We appreciate your patience.

3. Customisation

Each pair is carefully hand-customised. As such:

  • Slight variations in appearance or finish may occur — this is part of their unique, handcrafted quality.

  • Be sure to review product descriptions and sizing carefully before placing your order.

4. Orders & Payments

  • All prices are listed in GBP.

  • Payment must be made in full at checkout.

  • We reserve the right to cancel or refuse any order for any reason, including suspected fraud or product unavailability.

5. Shipping

  • Shipping time begins after your order is fulfilled (not at the time of purchase).

  • Delivery times may vary depending on your location and carrier service.

  • You will receive a notification once your order has been dispatched.

  • CLUES is not responsible for lost or delayed shipments once handed over to the postal or courier service.

6. Returns, Refunds & Exchanges

Due to the custom, made-to-order nature of our products, all sales are final. We do not offer refunds, returns, or exchanges under any circumstances.

Please contact us before purchasing if you have any questions or need help with sizing or details.

7. Intellectual Property

All content on this website—including photos, logos, product designs, and text—is the property of CLUES and may not be used or reproduced without our permission.

8. Limitation of Liability

We are not liable for any indirect, incidental, or consequential damages arising from the use of our website or products, including delays, website downtime, or product misuse.

9. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of the United Kingdom.

10. Contact

For questions about our Terms of Service, you can contact us at:
📧 help.cluesbymary@gmail.com