Shoe Clinic uses a cleaning/washing method developed in-house, the result of specific research and development for the most varied materials used in the manufacture of footwear and accessories.
1. Shoe Clinic has 4 cleaning packages designed to address each case, to which a suede/velvet/sating 4 fee may be added as well as a luxury fee for luxury brands (5 to 10€/pair). The luxury brand list is updated constantly – if a brand is not present it doesn’t exclude that we will add it to the list (and charge the fee) after the team evaluates the shoes and brand.
2. Shoe Clinic is a registered trademark and its improper or unauthorized use is therefore prohibited.
3. The prices due for the services provided must be paid during our delivery, in cash or by card – pick-up/delivery service. Alternatively, you can request an IBAN (SEPA International) and send proof of payment, or make the payment via an online link using a card, Google Pay, or Apple Pay. For the contact points, Shoe Clinic sends an SMS the day before the store delivery with a payment link for debit, credit, or virtual card, Google Pay, or Apple Pay, and the delivery is made at the store after payment confirmation.
4. Orders will only be delivered upon payment of the contracted services.
5. Shoe Clinic will make every effort to meet the delivery times indicated to the customer, which are purely indicative and not binding. Considering the specificity of the services, the condition of the items, the complexity of the work, and the operational workload and studio volume, delivery times may, in certain cases, be extended, without this constituting a contractual breach. Whenever possible, any significant change to the initially expected delivery time will be communicated to the customer. The indicative delivery times are as follows: Simple and Complete Cleanings – approximately 7 to 15 days; Premium and Master Cleanings – approximately 30 days. Whenever the service includes repairs, the delivery time will be longer than that for cleanings, due to the additional complexity of the work. If the customer requires delivery on a specific date, this need must be expressly communicated at the time of item drop-off (for delivery at contact points, this should be indicated on the form) and is subject to feasibility confirmation. If the customer does not indicate on the form the specific date they will need the item, Shoe Clinic will not be held responsible, and all shipping costs will be borne by the customer. The urgency fee (€10/pair) reduces delivery times; however, this reduction always depends on the type of work to be performed. Some services (including cleanings, whitening, and repairs) require more time to ensure a quality result.
6. Shoe Clinic will follow the cleaning/washing instructions decided by the customer and will examine each piece before accepting the service – to assess the existence of anomalies or damage that could prevent a normal service. The customer will be responsible for any damage already present on the item, and for any damage that may worsen if the customer wishes to proceed with cleaning without repair. In terms of restoration, damaged areas may not be completely disguised, a fact not attributable to Shoe Clinic.
7. The various materials that make up the garments that Shoe Clinic offers to wash may undergo changes in color and texture characteristics – Shoe Clinic will accept, subject to reservation, garments that include elements that present a risk of loss of shine, discoloration, melting, deformation or peeling. If the customer submits an item with pre-existing damage and chooses not to have it repaired, any worsening of that damage resulting from the cleaning process will be the sole responsibility of the customer.
8. Due to the inherent limitations of the materials (fabrics, leathers or synthetic materials), which are sometimes not detected during examination, Shoe Clinic cannot guarantee that, after cleaning/washing, the garments will retain their color, texture and size characteristics, and that all stains will be removed from the garments.
9. Shoe Clinic will repeat, with no added costs, any cleaning service that is not correctly done. The same applies to painting in cases of flaws or poorly painted areas – excluding damage that prevents a 100% finish or stains that cannot be completely removed – as well as poorly executed repairs or challenging shades/colors such as metallic, reflective, and neon colors.
10. Except where willful misconduct or gross negligence is proven, the limit of Shoe Clinic’s liability for non-performance or defective performance of the washing/cleaning service entrusted to it by the customer shall be the refund of the price paid by the customer or, in the event of the definitive loss or total destruction of the item the commercial value of the item on the date it was delivered for cleaning/washing/painting.
11. The commercial value of the garment, for the purposes of reimbursement, is determined in accordance with good practices in the washing/cleaning business, taking into account the average initial cost of each garment, its average durability, its depreciation over time, and the cost of replacing it by reducing the commercial value according to age.
12. Complaints must be submitted when the item is delivered, and the customer must examine the item and contact Shoe Clinic immediately when anomalies are found. It will be up to Shoe Clinic to accept complaints after the parts have been picked up. The services have a 15 day guarantee counting from the moment the service is paid, but the itens should not be used if the client want to fill-in a claim to us. During a complaint the client should not use the item in question, until the situation is cleared.
13. Finished items must be collected within 15 (fifteen) days after the first delivery attempt, or after 2 delivery attempts in the case of contact points. From that moment, the items will be sent to storage and will only be returned upon payment of storage fees, amounting to €10/pair per week, in addition to the services provided. After 90 (ninety) days without the finished items being collected or delivered, they will be considered abandoned under the terms of Article 1318 of the Civil Code, which may result in the loss of ownership rights in favor of Shoe Clinic. For the pick-up and delivery service, after two attempts, the customer loses the right to delivery at their specified address – delivery will then be made at the contact point closest to the address indicated by the customer, after payment of the service via the online link sent by SMS or SEPA International transfer.
14. In terms of paints, in addition to the limited number of pantones available, viewing these on screens is the client’s responsibility – and the final color chosen may not be exactly the same as the one the client saw. Shoe Clinic will not be responsible for this situation, but will always offer the best solution to the customer based on its experience and the available colors that can be considered for each job. Metalized, reflexive or néon colors will be quoted separately as a reparation – we do not consider these colors normal paint jobs.
15. Pick-up and Delivery is free within the regions of Lisbon, Oeiras, Cascais, Sintra, Amadora, Mafra, Loures (partially), Odivelas and Torres Vedras (partially), Alverca and Vila Franca de Xira (partially) on services of more than 100€. Below this value, collection and delivery will cost 15€ plus the service. Nationwide we work via CTT – registered mail – which costs 10€ up to 2kgs (you can request a shipping address after evaluating the shoes). Between Almada and Caparica the pick-up/delivery rate is always 15€.
16. The pick-up scheduling implies a guarantee on the part of the customer that at the scheduled time someone will be at the address indicated to deliver the footwear and/or accessories to a member of the Shoe Clinic team. In the event of a missed collection, Shoe Clinic will accept a new appointment upon payment of an extra €5 for the missed collection. After two failed pick-ups Shoe Clinic will no longer accept requests for pick-up services. The same applies to booked deliveries. Scheduling a pick-up or delivery time allows for a 30 to 60-minute window around the appointed time.
17.Footwear and accessories repairs are estimated until the item is received, and may change if it is found that the estimated value does not cover it. The repair directly affects the delivery time of the work and is managed on a case-by-case basis depending on the type of damage to be repaired.
Acceptance by the customer of these General Conditions for the Provision of Washing/Cleaning and Painting Services is a condition for acceptance of the requested Washing/Cleaning, Repair and/or Restoration service.
19. Drop-off Points – Shoe Clinic drop-off points are partner stores that exclusively serve for deliveries and pick-ups of our customers, and do not provide technical support, information, receive payments or any other aspect of the customer’s relationship with Shoe Clinic. The store will provide a form that must be filled out by the customer with all required information, in legible handwriting. The customer must also indicate on the form the services (types of cleaning) they want for each pair of shoes (bags or accessories). If the customer does not specify the desired service on the form, Shoe Clinic reserves the right to apply the most appropriate type of cleaning. Repairs requested by the customer but not indicated on the form will not be carried out. O cliente deve guardar o destacável, presente no formulário e recomendamos que tire uma fotografia, ao mesmo, totalmente preenchido, para comprovativo de entrega dos artigos e para o caso de perda do destacável. The customer must keep the detachable portion of the form, and we recommend taking a photo of it fully completed, as proof of item drop-off and in case the detachable portion is lost.Em caso de perda do destacável e da fotografia do formulário a Shoe Clinic não terá qualquer responsabilidade pelos artigos entregues. The items will always be delivered to the same drop-off point and cannot be changed. Contact points do not receive reclamations, they should be addressed directly to Shoe Clinic. If the customer delivers the shoes to a contact point and later gives up the service, they will have to pay a cost of €5/pair for handling them.
20. Shoe Clinic reserves the right to refuse cleaning, repair, painting, or restoration services for items whose authenticity is doubtful or which are identified as counterfeit, replica, or non-original products. Whenever Shoe Clinic agrees to provide services for such items, the customer expressly acknowledges and accepts that the materials, leather uppers, glues, paints, finishes, and other components used in counterfeit items may be of inferior quality or different from those used in authentic products. As a result, the technical products used by Shoe Clinic — including cleaning products, paints, conditioners, waterproofing agents, or restoration materials — may react in an unpredictable or different manner from what would normally be expected. In such cases, Shoe Clinic does not guarantee specific results and shall not be held liable for color changes, texture alterations, glue failure, deformation, damage, discoloration, material deterioration, or any other effects resulting from work carried out on counterfeit or non-original items. The customer also undertakes to inform Shoe Clinic in advance if they are aware that the item delivered is not original. Shoe Clinic shall not be held responsible for any disputes related to the authenticity of the items delivered, including situations where the customer later claims to have delivered an original item.
21. Navigation on the website www.shoeclinic.pt is entirely the responsibility of the user, and the information and prices provided may be changed at any time without prior notice. Any update on our terms and conditions will apply to all jobs in progress – excluding cleaning and reparations prices accorded with the client. Communications with Shoe Clinic by email, phone or contact point form won’t be considered private and can be used in Shoe Clinic marketing, communication and other activities – with maximum respect for client’s privacy. The photographs/videos taken of the client’s products, before and after the work has been carried out, will be the property of Shoe Clinic and it may also use them in its marketing and communication activities.
Alternative Dispute Resolution info
Arbitration Center – Law 144/2015
Company not affiliated with an Alternative Dispute Resolution entity.
In case of a dispute, the consumer may turn to a Consumer Alternative Dispute Resolution entity:
Lisbon Consumer Dispute Arbitration Center
Geographical area covered: Lisboa, Alcochete, Almada, Amadora, Azambuja, Barreiro, Cascais, Lisboa, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra e Vila Franca de Xira.
E-mail: [email protected] / [email protected]
Web: http://www.centroarbitragemlisboa.pt
Phone: +351 218 80 70 30
More information on the consumer portal: www.consumidor.pt
More information on the consumer portal: www.consumidor.pt