Terms of Service
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Wax & Waffle is based in Cheshire, UK. You can reach us at info@waxandwaffle.co.uk.
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Everything we sell in the store is preloved. We check, clean and photograph every pair honestly before it's listed, and describe its condition as accurately as we can using our Condition Guide. Photos are taken in natural light and are a true representation of the item, though screens vary slightly in how they display colour.
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An order is confirmed once payment has gone through. Occasionally an item may sell out before your order is processed — if that happens, we'll refund you in full and let you know.
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See our Shipping Policy for current delivery times and costs.
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See our Refund Policy for full details on returning a store item or cancelling a service booking.
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6.1 6.1 Booking. You can book a service through the website or in person at our workshop. Prices and what's included in each tier (Revived, Restored, Reloved) are listed on our Cleaning page and are correct at the time of booking.
6.2 Sending your items. Post-in prices include prepaid InPost delivery to us and back to you. After booking, we will email you a drop-off code. Please package your item securely in a box or strong mailer and include a note with your name and order number.
6.3 Turnaround times. The turnaround times shown for each tier are estimates, not guarantees. Busy periods, and items needing extra attention, may take a little longer — we'll let you know if that's the case.
6.4 6.4 Assessment. Once your item arrives, we assess it before starting work. If it needs a different tier, or is beyond what we can safely clean or restore, we will contact you before doing anything further. We will never do extra work or charge more without your agreement. If we cannot work on your item, we will return it to you - see our Refund Policy.
6.5 Results. Results depend on the material, age and existing condition of what we're working on. Some marks, stains or damage may be permanent and won't fully remove regardless of the tier chosen. We'll tell you before starting if we think this applies to your item.
6.6 Lost or damaged parcels. All post-in parcels are sent tracked with InPost in both directions. If a parcel is lost or damaged in transit, we will handle the claim with InPost and keep you updated. If your pair is of high value, please tell us before sending so we can discuss extra cover.
6.7 Uncollected items. We will contact you when your drop-off item is ready. If it is not collected within 30 days, we will contact you again. If it is still not collected 90 days after that second notice, we may dispose of or sell the item to cover our costs.
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We treat every item with care, but we can't accept liability for pre-existing damage, or damage that was concealed or not disclosed at the point of booking (for example, a weakened sole or split seam that fails during cleaning). Where something goes wrong during our work through our fault, we'll put it right or offer fair compensation.
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Nothing in these terms affects your statutory rights as a consumer under UK law.
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These terms are governed by the law of England and Wales.
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We may update these terms from time to time. The date at the top shows when they last changed.
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