Refund policy

Made-to-Order Products All our products are made to order. This means we produce each item specifically for you according to your requested colour, heel height, and any other options such as leg measurements. Each pair is unique to your order. Customers accept all risks of made-to-order products, such as slight colour/shade or minimal height differences that may occur during production, which will not affect the overall wearability of the products. Please note that we are not responsible for any issues arising from heel heights or fitting issues.

EU Customers — Right of Withdrawal Under the EU Consumer Rights Directive, customers normally have a 14-day right of withdrawal. However, under Article 16(c) of that Directive, this right does not apply to goods that are made to the consumer's specifications and applicable only for ready stock items. As all Tajna Club products are made to order according to your individual specifications, the standard right of withdrawal does not apply.

We do, however, offer a 12-hour cancellation window (see below) as a goodwill gesture, before production begins. 

Cancellations You may cancel your order within 12 hours of placing it. After 12 hours, production will have begun and cancellation will no longer be possible. To cancel, please contact us immediately at contact@tajnashoes.com.

Wrong Item Delivered If you receive an incorrect item, please contact us as soon as you receive it and we will resolve the situation for you.

If the Shoe Does Not Fit If the shoes are too tight, we are happy to stretch or re-last them for you. You will be responsible for all return shipping costs, customs/import duties, and brokerage fees, as well as the re-send shipping costs. If you experience heel slippage, we recommend tongue pads and heel grips.

International Returns — Shipping & Customs We do not provide prepaid return labels for international returns. All costs associated with returning an item — including return shipping fees, customs/import duties, and brokerage charges — must be paid by the sender. We recommend using a trackable shipping service for any return over £75. If the parcel arrives unpaid it will be returned to you and will not be eligible for a refund.

Faulty Items In the rare event that goods are produced faulty, please contact us and we will do our best to resolve the issue with you. 

Refunds (if applicable) In the occasional cases where a refund or partial refund is granted, items must be in their original condition, undamaged, and delivered to the postal service no more than 30 days after the customer receives the package. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be applied to your original payment method within a certain number of days.

Late or Missing Refunds If you haven't received your refund, please check your bank account first, then contact your credit card company and bank, as processing times vary. If you still haven't received it, contact us at contact@tajnashoes.com.

Sale Items Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges We only replace items if they are defective or damaged. Contact us at contact@tajnashoes.com to arrange an exchange.

Gifts If an item was marked as a gift and shipped directly to you, you'll receive a gift credit upon return. If it was not marked as a gift, the refund will be issued to the original purchaser.

 

Our products are made to order, meaning that we produce them for you, as you submit your order, according to your requested colour, heel height, and other options if any, like leg measurements. Therefore, we cannot offer you a refund or an exchange. Customers accepts all risks of made to order products such as slight colour or height differences in each production which won't effect the overall usage of the products.

In case there is a wrong item delivery please contact us as soon as you receive the item in order us to help you with the situation.

If you changed your mind

Please cancel your order in the first 12 hours following submission, to be eligible for a refund. After 12 hours, we will start the production and will not be able to cancel your order.

If the shoe does not fit as needed

If the shoes are too tight we would be happy to stretch or re-last the shoes for you but you will be responsible for paying for the return and re-send shipping fees along with customs/import duties.  If you experience heel slippage, we recommend trying tongue pads and heel grips. 
In the rare event that goods are produced faulty, please contact us and we will do our best to solve the problem with you.

Other cases

We stress that any shoes ordered and not canceled within 12 hours of purchase cannot be returned.

In the occasional cases where refunds or only partial refunds are granted, the items should be in its original condition, undamaged, and should be delivered to the postal service no more than 30 days after the customer receives the package.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you took all the steps mentioned above and you still did not receive your refund yet, please contact us at contact@tajnashoes.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@tajnashoes.com and send your item to the address that will be provided to you by e-mail.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.

If the item wasn’t marked as a gift when purchased, or the one who gifted had the order shipped to themselves to offer you later, we will send a refund to the person who bought the gift.

Shipping

Please contact us through contact@tajnashoes.com and we will send you the return address for the item. You will be responsible for paying the shipping costs for the returned item.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over 75GBP, you should consider using a trackable shipping service or purchasing shipping insurance.