Terms of service

Terms of Service (Sole & Trail)

Effective date: 01-01-2026
Business name: Sole & Trail (“we”, “us”, “our”)
Website: https://www.soleandtrail.co.uk/
Contact: soleandtrailhq@gmail.com [phone]
Address: Sole & Trail, 11 The New Shambles, Kendal, Cumbria, LA9 4TN

1) About these Terms

These Terms apply to your use of our website and any orders for services or products made through the website, in store, by phone, email, or message. By placing an order or booking, you agree to these Terms.

If you do not agree, please do not use the website or place an order.

2) What we do

We provide footwear repair and related services (including but not limited to resoles, patching, stitching, rand repairs, heel/toe repairs, cleaning, conditioning, waterproofing, and other workshop services). We may also sell shoe-care products and accessories.

All services are carried out with reasonable care and skill. Repairs are inherently variable because footwear condition, materials, prior repairs, and wear patterns differ.

3) Quotes and estimates

Any quote is an estimate based on the information and photos provided. Final pricing may change after inspection in our workshop.

If we discover issues that materially affect the repair (for example: hidden internal damage, delamination, crumbling midsoles, degraded foam, or prior glue contamination), we will contact you with options. We may pause work until you approve the revised scope/cost.

4) Bookings, deposits, and payment

We may require a deposit to secure your booking or to cover materials and labour start costs. If required, this will be shown at checkout or agreed in writing.
Unless otherwise stated, payment is due before collection/return shipment.
We accept payment methods shown on the website/in store.

If you do not pay within a reasonable time after we notify you that work is complete, we may treat the item as uncollected (see “Uncollected items” below).

5) Turnaround times

Turnaround times are estimates, not guarantees. We’ll do our best to meet them, but delays can happen (supplier delays, curing times, high workload, unexpected repair complexity).

We are not responsible for losses caused by delay, such as missed events or travel plans.

6) Your responsibilities (condition, hygiene, and suitability)

You confirm that:

You own the item or have permission to submit it for repair.
You have removed valuables (insoles you want to keep, trackers, cash, keys, etc.) unless you tell us otherwise.
Items are reasonably clean. Heavily soiled items may be refused or may incur a cleaning fee before work begins.
You understand that some footwear is not repairable or may have a high risk of failure (for example: polyurethane midsoles that are crumbling, severe hydrolysis, extreme dry rot, or structural breaks).

We may refuse work if we believe the item is unsafe, unhygienic, counterfeit, or likely to fail.

7) Natural variation and repair risk

Repairs can change the look and feel of footwear. By ordering, you accept that:

Colour, finish, and texture may not match perfectly.
Stitch holes, scuffs, and marks may remain.
Some materials (leathers, synthetics, foams, EVA, PU, TPU, composites) respond unpredictably to adhesives, heat, abrasion, or solvents.
Removing old soles can expose hidden damage.

We’ll always aim for the best practical outcome, but we cannot guarantee “like new” results.

8) Specific notes for resoles and sole units

Where we fit replacement soles/units:

The final result depends on the original structure of the shoe/boot and the condition of the midsole, rand, lasting board, and uppers.
If the midsole is degraded or unstable, resoling may not be possible or may require additional work (which we’ll discuss).
Performance characteristics (grip, stiffness, feel, weight) can change after a resole.

9) Postage/Shipping repairs

If you post items to us:

You are responsible for packaging and choosing a tracked/insured service.
Risk of loss or damage in transit to us remains with you.
Return shipping options/costs will be shown at checkout or agreed in writing.

If we arrange a courier collection, you still should package items securely. We are not responsible for damage caused by inadequate packaging.

10) Retail products (laces, care products, accessories)

For physical products:

You are responsible for choosing compatible products.
Colours/images on screen may vary from real life.

Returns: If you change your mind, you can return unused products in their original condition within 14 days of receipt (UK consumer rights). You pay return postage unless the item is faulty. This does not affect your statutory rights.

11) Cancellation and your right to change your mind

Services (repairs): Many repairs are custom work to your item. Once work has begun, you may not be able to cancel for a full refund.

If you cancel:

Before work starts: we will refund payments minus any non-recoverable costs (e.g., special order materials).
After work starts: we may retain the deposit and/or charge for work completed and materials used.

Distance selling: If you are a consumer and the contract was made online/at a distance, you may have a 14-day cancellation right. This right can be limited once you request us to start work within the cancellation period. Where applicable, we will rely on your request/consent to begin work.

12) Warranty / remedy for issues

If there is an issue with workmanship, please contact us within 14 days of collection/receipt and provide clear photos and an explanation.

If we confirm a workmanship fault, we will (at our option) repair, redo the work, or provide an appropriate refund for the affected part of the service.

This does not cover:

Normal wear and tear
Misuse, accidents, water/chemical damage after repair
Failure due to degraded original materials
Work done by others after our repair
Cosmetic preferences where the repair meets the agreed scope

Nothing in these Terms limits your statutory rights under UK consumer law (including the Consumer Rights Act 2015).

13) Uncollected items

We have limited storage. If items are not collected/arranged for return within 90 days of us notifying you that work is complete, we may charge a reasonable storage fee.

If items remain uncollected after 6 months, we may dispose of them or sell them to recover costs (repair charges, storage, and administrative costs). We will make reasonable attempts to contact you before doing so.

14) Liability

We do not exclude liability where it would be unlawful (for example, for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation).

Subject to that:

We are not liable for indirect or consequential losses (lost profits, missed events, loss of enjoyment, etc.).
Our total liability for any claim relating to an order is limited to the amount you paid for that order.

15) Intellectual property and website use

All content on this website (text, photos, logos, designs) is owned by or licensed to Sole & Trail. You may view and print pages for personal use only. You must not copy, reproduce, or use our branding/content commercially without permission.

16) Reviews, photos, and marketing

If you send us photos or leave reviews, you grant us permission to use them for marketing (website/social media) unless you explicitly tell us not to. We will not include personal contact details.