At SchoolShoes.co.uk we make every effort to ensure every single pair of school shoes or trainers is thoroughly checked before dispatch. However, we do make mistakes like all the other all-time greats throughout human history: Occasionally, faulty items can slip through the net.
From a parent’s point of view, it can sometimes be difficult to know if you have received an item that is genuinely faulty, or if your child has damaged the item by playing full-contact rugby in gravel (believe us, it happens).
The first thing to note is there are no hard and fast rules concerning what is a fault and what is wear and tear – each case will be considered on a case-by-case basis. Having said this, below are a few bits of general advice to help you deduce whether your item was delivered to you with an inherent issue, or is simply suffering from poor love and neglect.
What generally constitutes a fault with an item?
· If ‘construction damage’ occurs within the first few wears or weeks of use, the item is probably faulty. Construction damage is anything related to the ‘build’ of the shoe that is not functioning how it should. This would include faults like stitching coming loose, soles coming loose, a zip malfunctioning, a heel breaking, etc.
What generally constitutes wear and tear on an item?
· The outer coating on the upper material begins to flake off
· The touch-fasten begins to lose its fastening ability
· The sole’s tread and/or grip has worn with use
· Shoes laces snap or break
What shall I do if I have received a faulty item?
· If you believe you have received an item with an inherent fault, please do not allow your child to wear the item any longer; faults are best assessed when the item is as least worn as possible.
· We understand you mean well, but please DO NOT attempt to repair the item; doing so will invalidate our obligation to replace the item.
· Next, please fill out our faulty item form in as much detail as possible, providing pictures where appropriate.
Once you have sent us the faulty item form, our customer services team will deal with your case as quickly as humanly possible - normally within one working day. Please do not fill out more than one faulty item form, as it will only delay and complicate the process for us. In the highly unlikely event that you have not heard from us within two working days of sending the form, please e-mail us at help@SchoolShoes.co.uk or call us on 0116 326 0886.