Legal guarantee

What the guarantee is

Under Portuguese law we must deliver goods that conform to the contract: that match their description, are fit for the purpose goods of that kind are normally used for, are of the quality you can reasonably expect, and come with the accessories and instructions you would expect.

If they do not, you have a legal remedy against us. This is separate from the right of withdrawal, which is about changing your mind rather than about anything being wrong.

Three years, and the presumption

• The guarantee runs for 3 years from the day the goods are delivered.
• For the first 2 years, any non-conformity that appears is presumed to have existed at delivery. We have to show otherwise; you do not have to prove it.
• After that and until the third year is out, the guarantee still applies — but if we dispute the claim it falls to you to show the fault was there at delivery.
• Repair or replacement under the guarantee does not restart the three years, but the period is suspended while the goods are with us.

What it covers

Examples of things this guarantee covers:

• Stitching that opens along the vamp, quarters or sole seam.
• A sole that separates from the upper, or a heel block that works loose.
• Leather that cracks through rather than creasing, or a finish that lifts.
• A buckle, eyelet or strap fitting that breaks or that will not hold.
• A footbed that collapses well below the padding thickness published for that pair.
• A pair that arrives in a size, colour or specification other than the one ordered.
• A pair whose published measurements are materially wrong. See below.

What is normal wear, not a defect

Shoes are worn goods and some changes are the product doing what it is meant to do:

• A crease across the vamp. Every pair we make is built on a soft last so the leather takes the shape of your instep. The crease that forms in the first week is that process finishing, and it is described on every product page.
• Outsole wear. Rubber wears down where you land. A worn tread on a shoe worn daily for a year is expected.
• Footbed wear. The footbed is a consumable. On most pairs it lifts out and a replacement is sold separately.
• Darkening of vegetable-tanned leather. That tannage deepens in colour with light and wear. It is the material, not a fault.
• Suede marking. Suede is not treated for water resistance and we do not claim it is. Water marks on suede are not a defect.
• Damage from misuse, from a repair carried out elsewhere, from heat drying, or from an adhesive applied to the shoe.

What you can ask for

1. Repair or replacement, at your choice, free of charge and within a reasonable time, unless the one you chose is impossible or would put a disproportionate cost on us compared with the other.
2. A price reduction, or termination of the contract with a refund, where repair or replacement is not possible, was not done in a reasonable time, was done causing you significant inconvenience, or where the defect is serious enough to justify it directly.

You are not charged for the postage, labour or materials involved in putting a non-conformity right.

Making a claim

1. Email support@caljofrecalcado.baby with your order reference, the SKU from the box label, and photographs of the problem. Photographs settle most claims without the shoes having to travel.
2. We answer within one working day with either a decision or a request for the pair to come back to us at our cost.
3. Where the pair comes back, we assess it and tell you the outcome within ten working days of it arriving.
4. If we do not agree that there is a non-conformity, we say why in writing, and you keep every right set out on our terms of sale including alternative dispute resolution and the electronic complaints book.

If the measurements are wrong

We publish the padding under the forefoot and heel, the forefoot flex angle, the heel height and the internal width for every pair. Those figures form part of the description of the goods.

A pair that departs materially from its published figures does not conform to the contract, and this guarantee applies to it in the ordinary way. Normal manufacturing variation, and the rounding described on the measurement page, are not a departure.

Commercial guarantees

We do not offer any additional commercial guarantee, extended warranty or paid protection plan, and we do not sell one. Everything on this page is your statutory right. If we ever introduce a commercial guarantee it will be described here, in writing, alongside what it adds to the rights you already have.