Shoes Policy at Nadal

At Nadal London, each pair of shoes is crafted with the utmost care and attention to detail. As many of our pieces are made-to-order, we kindly ask clients to review the following policy carefully before placing an order.

Exchanges & Store Credit

We are pleased to offer size exchanges or store credit on footwear.

• Requests must be made within 7 days of delivery.

• All returns must be authorised in advance. Items returned without prior approval will not be accepted under any circumstances.

• To initiate a return, please contact us first. We will issue the appropriate return label and provide guidance on the next steps. studio@nadallondon.com

Once approved:

• Exchanges are subject to availability at the time of processing.

• If the requested size or colour is no longer available, a store credit will be issued instead. 

• Store credit is valid indefinitely and may be used at the client’s discretion.

Return Conditions

To be eligible for an exchange or store credit:

• Items must be returned in their original condition, unworn, and with all original packaging.

• Shoes must be tried on with care, ideally on soft surfaces, to avoid any markings or damage.

Shipping & Return Costs

• Complimentary shipping is offered on all orders from Nadal to the client.

• In the case of a size exchange or return, the client is responsible for:

  • Return shipping fees

  • Any applicable customs duties or import charges

Sizing Guidance

We strongly encourage clients to ensure accurate sizing prior to purchase.

• We warmly welcome clients to visit our London studio for a personalised fitting experience.

• Remote assistance is available via email at studio@nadallondon.com. Measurements may be shared with us, and we will gladly recommend the most suitable size.

Defective Items

At Nadal London, each piece is carefully inspected prior to dispatch to ensure it meets our highest standards of quality and craftsmanship.

In the rare event that an item is received with a manufacturing defect, the following terms apply:

• Any defect must be reported to us within 7 days of delivery.

• The item must be unworn, in its original condition, and returned with all original packaging where applicable.

• All claims will be subject to inspection and approval by our studio team.

Where a defect is confirmed to be the result of our production:

• The client may choose between a full refund or a store credit of equal value.

• Alternatively, where possible, we may offer repair or replacement at our discretion.

This policy does not cover:

• Damage caused by wear and tear

• Improper use or handling

• Alterations made outside of Nadal London

• Issues reported after the 7-day notification period

We kindly ask clients to treat each piece with care, as many of our designs are delicate and handcrafted.

Customs & Duties

All prices are exclusive of customs duties and import taxes.

• Any applicable fees upon delivery outside the United Kingdom are the responsibility of the client.

• These charges may vary depending on the destination, value, materials, and local regulations.

• We recommend contacting your local customs authority for detailed and up-to-date information, as these fees may change over time.

Refused Deliveries

If a delivery is attempted multiple times and returned to us:

• Nadal London will be required to cover both outbound and return customs charges, as well as VAT and shipping fees.

• In such cases, and at our discretion, these costs, taxes, shipping, along with transaction fees and any relevant order expense will be deducted from the total value of the order.

• The remaining balance will be issued as store credit only and at our discretion. 

• No refunds, exchanges, or further returns will be applicable in this instance.