TERMS & CONDITIONS
Last updated: 6 August 2026
These Terms & Conditions govern the use of www.saraego.com and enquiries, orders, purchases, commissions and services provided by Ego Atelier Ltd., trading as Ego Atelier.
Please read them carefully before using this website, submitting an enquiry, placing an order or commissioning work from the atelier.
Additional written terms may apply to a bespoke commission. Where bespoke commission terms are agreed in writing, they will form part of the contract and will take precedence to the extent of any inconsistency relating specifically to that commission.
ABOUT EGO ATELIER
This website is owned and operated by Ego Atelier Ltd., a private limited company registered in England and Wales under company number 10192635, trading as Ego Atelier.
Registered office:
Ego Atelier Ltd.
85 Great Portland Street
First Floor
London
W1W 7LT
United Kingdom
The registered office is not a retail location and does not accept client visits, collections or returns unless agreed in writing.
For questions concerning these Terms & Conditions, an order, a commission or this website, please contact:
Email: sara@saraego.com
Website: www.saraego.com
2. Definitions
In these Terms & Conditions:
“Atelier Edit” means the curated collection of footwear, accessories and objects offered for purchase through Ego Atelier, whether made to order or available for immediate acquisition.
“Bespoke Commission” means footwear or other work developed specifically for an individual client. This may include individual measurements, the development of a bespoke last and pattern, unique design specifications, material selection and other work created for that client.
“Client”, “you” or “your” means the person using the Website, submitting an enquiry, placing an order or commissioning goods or services from Ego Atelier.
“Consumer” means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
“Ego Atelier”, “we”, “us” or “our” means Ego Atelier Ltd., trading as Ego Atelier.
“Goods” means any footwear, accessory, object or other physical item supplied by Ego Atelier.
“Immediate Acquisition Item” means an item that has already been made and is available for purchase at the time the order is placed.
“Made-to-Order Item” means an Atelier Edit item produced after an order has been accepted, using an established design, an existing last or defined size range, and the options offered on the relevant product page.
Atelier Edit items purchased through the Website remain subject to the cancellation and return provisions stated in these Terms. Selecting from the standard size, colour, material, sole, finish or other options offered on a product page does not, under our returns policy, make an item non-returnable unless it has been expressly identified and agreed before purchase as a Personalised Item.
“Personalised Item” means an item created or materially altered to individual measurements, a unique design or another specification particular to the client and which cannot reasonably be resold in its completed form. A Bespoke Commission will ordinarily be a Personalised Item.
“Website” means www.saraego.com.
“In writing” includes communication by email.
3. Use of this website & Intellectual Property
You may use the Website only for lawful purposes and in a manner that does not infringe the rights of Ego Atelier or any other person.
All intellectual property rights in the Website and its content are owned by or licensed to Ego Atelier Ltd. This includes, without limitation, its text, photographs, graphics, product imagery, footwear and accessory designs, patterns, illustrations, videos, branding, logos, page layouts and design language.
You may view, download or print material from the Website solely for your personal and non-commercial use. No ownership rights are transferred to you.
Except as permitted by law or with our prior written permission, you must not:
copy, reproduce, modify, republish, distribute, sell or commercially exploit any Website content;
use photographs, designs, patterns or other content as your own or in a way that suggests an association with or endorsement by Ego Atelier;
remove any copyright, trademark or other ownership notice;
systematically extract, scrape or collect Website content using automated means; or
use Website content to create a commercial dataset, train an artificial-intelligence system or develop competing products or services.
You must not attempt to gain unauthorised access to the Website, introduce malicious code, interfere with its operation or use it in any way that could damage the Website, Ego Atelier or another user.
We may restrict or suspend access where we reasonably believe the Website is being misused.
The Website may contain links to third-party websites or services. These links are provided for convenience only. We do not control or endorse third-party content and are not responsible for its availability, security, terms or privacy practices.
4. Accuracy of website content
We take reasonable care to ensure that the information, descriptions, prices and images presented on the Website are accurate and up to date.
Because our work is handcrafted and may use natural or small-batch materials, reasonable variations may occur between individual pieces. These may include variations in grain, texture, tone, markings, stitching, finish and other characteristics inherent in the material or making process. Such variations are part of the individual character of the work and do not necessarily constitute a fault.
Colours may appear differently according to lighting, photography, screen calibration and device settings. We aim to represent colours and materials as accurately as reasonably possible but cannot guarantee that every display will reproduce them precisely.
Product images illustrate the character and appearance of the work. The product description, selected options and order confirmation together identify the principal characteristics of the Goods ordered.
Availability, materials, production estimates and other Website information may change before an order is accepted. We may correct errors, update information or withdraw a product where reasonably necessary.
If we discover a material error in the description, price or availability of an item after an order has been placed, we will contact you promptly. You may confirm the order using the corrected information or cancel it for a full refund.
Nothing in this section affects our obligation to supply Goods that conform to the contract, are as described, are of satisfactory quality and are fit for any purpose made known to us where the law requires this.
5. Enquiries, questionnaires, and order requests
5.1 Enquiries
Submitting an enquiry, questionnaire or consultation request does not place an order or create a contract between you and Ego Atelier.
5.2 Orders placed through the Website
When you complete checkout and submit payment, you are offering to purchase the selected Goods subject to these Terms & Conditions.
The automated order confirmation acknowledges receipt of your order and records the details submitted with your purchase. It does not, by itself, mean that the order has been accepted.
Within 2 business days, the atelier will review the selected style, size where applicable, colour, material, sole, finishing details and delivery information. If clarification is required, you will be contacted by email before the order is accepted or production begins.
A binding contract is created when Ego Atelier sends you a further written confirmation accepting the order and providing the anticipated production window and expected dispatch date.
Payment being taken at checkout does not itself constitute acceptance. If we are unable to accept your order, we will notify you promptly and refund all sums paid to the original payment method.
We may decline an order before it has been accepted where, for example, materials are unavailable, atelier capacity is limited, an item has been withdrawn, there is an obvious error in its price or description, delivery is unavailable to the requested destination, the order cannot be verified or we are otherwise unable to fulfil it to the required standard.
5.3 Bespoke Commissions
Submitting a bespoke questionnaire or enquiry, or attending an initial consultation, does not by itself create a contract for a Bespoke Commission.
Before accepting a Bespoke Commission, we will confirm in writing the agreed scope, principal specifications, price or pricing basis, anticipated lead time, payment schedule and any additional bespoke commission terms.
A binding contract for a Bespoke Commission is created only when:
the client has accepted the quotation and applicable commission terms in writing;
the required consultation fee, deposit or other agreed payment has been received; and
Ego Atelier has confirmed in writing that the commission has been accepted.
Any additional bespoke commission terms agreed in writing will form part of that contract.
6. Prices & Quotations
6.1 Currency and VAT
All prices are stated in pounds sterling unless expressly indicated otherwise.
Ego Atelier is not currently registered for VAT. No VAT is added to or included in the prices charged.
Where a bank, card issuer or payment provider converts a payment into another currency, any exchange rate or conversion fee is determined by that provider and is outside our control.
6.2 Atelier Edit prices
The price of an Atelier Edit item will be displayed on the relevant product page or confirmed in writing where a request-based purchasing process is used.
For Atelier Edit items purchased through the Website, complimentary standard delivery is included unless the product page expressly states otherwise. Any optional delivery upgrade or other additional charge will be shown before you place the order.
Customs duties, import taxes and local handling charges imposed by the destination country are not included and remain the responsibility of the client.
6.3 Bespoke quotations
Bespoke Commission prices are determined individually according to factors including the agreed design, materials, components, pattern and last development, construction complexity, fittings, specialist processes and anticipated atelier time.
The written quotation will identify the price or pricing basis and any separately chargeable costs, which may include consultation fees, bespoke last-making, travel, special delivery or other agreed expenses.
The final price and payment schedule will be confirmed in writing before a Bespoke Commission is accepted.
6.4 Future bespoke orders
A future pair made using an existing bespoke last or pattern will be quoted separately according to the materials, components, technical work and production required at that time.
Previous pricing does not guarantee the price of future work. Additional development or last-making charges may apply where a last or pattern requires substantial adjustment, redevelopment or replacement.
6.5 Price changes and errors
Prices may change from time to time, but a change will not affect an order or commission that we have already accepted.
If we discover an obvious pricing error before accepting an order, we will contact you with the correct price. You may proceed at the corrected price or withdraw the order and receive a full refund of any payment already taken.
7. Payment
7.1 Website orders
Unless the relevant product page expressly states otherwise, payment for Atelier Edit items is required in full when you complete checkout.
The payment methods currently available will be displayed at checkout. Payments are processed securely by the third-party payment provider made available through the Website. That provider may apply its own terms and privacy notice to the processing of your payment.
Ego Atelier does not receive or retain your complete payment-card details.
An automated order confirmation or payment confirmation records that your order and payment have been received. It does not constitute acceptance of the order, which takes place as explained in Section 5.
7.2 Bespoke Commissions
The payment requirements for a Bespoke Commission will be stated in the written quotation or commission terms. These may include a consultation fee, an initial deposit, staged payments and a final balance.
The quotation will specify:
the amount of each payment;
when each payment is due;
the work or stage to which the payment relates; and
when the final balance must be paid.
Unless otherwise agreed in writing, work will not begin until the required initial payment has been received and the commission has been accepted by Ego Atelier.
The final balance must be paid before the completed Goods are dispatched, collected or otherwise released to the client, unless a different arrangement has been agreed in writing.
The treatment of consultation fees, deposits and staged payments following a cancellation or change will be governed by the applicable commission terms, Section 12 of these Terms & Conditions and the client’s statutory rights.
7.3 Unsuccessful or overdue payments
If payment at checkout is unsuccessful or cannot be authorised, the order will not be completed.
If a payment relating to an accepted Bespoke Commission is not received when due, we may notify you in writing and pause the work until payment is received. This may affect the anticipated completion date.
If payment remains outstanding after notice and a reasonable opportunity to pay, we may terminate the commission in accordance with the agreed commission terms. This will not affect any amount properly due for work already completed or costs reasonably incurred, where permitted by law.
7.4 Payment verification and refunds
We may undertake reasonable payment or identity-verification checks to help prevent fraud or unauthorised transactions. If an order cannot be verified, we may decline it before acceptance and refund any payment already taken.
Where a refund is due, it will ordinarily be issued to the original payment method unless otherwise agreed or required by law. Refund times after processing may vary according to the payment provider or card issuer.
8. Bespoke consultations
8.1 Purpose of the consultation
A bespoke consultation may be arranged to discuss the client’s requirements, design direction, intended use, materials, measurements, fit considerations and the proposed scope of a Bespoke Commission.
A consultation does not oblige the client to proceed with a commission and does not oblige Ego Atelier to accept one.
A final bespoke quotation cannot be prepared until the relevant requirements, measurements, design details, materials and construction complexity have been reviewed.
8.2 Booking and location
Bespoke consultations are available by prior appointment only. The date, time, format and location will be confirmed in writing.
The registered office of Ego Atelier is not a consultation or retail location and does not accept client visits unless expressly agreed in writing.
A contract for a paid consultation is created when the appointment details and applicable fees have been confirmed in writing and any required advance payment has been received.
8.3 Consultation fees and expenses
Any consultation fee, meeting-space charge, travel expense or other associated cost will be disclosed and agreed before the appointment is booked.
Where a consultation fee may be credited towards a subsequent Bespoke Commission, this will be confirmed in writing before booking. A credit applies only if the commission proceeds on the stated terms and within any period specified at the time.
8.4 Statutory cancellation rights
Where a Consumer books a consultation online, by email or through another form of distance communication, they will generally have the right to cancel the consultation contract without giving a reason until 14 days after the day on which that contract is formed.
To cancel, the client must send a clear statement to sara@saraego.com. The model cancellation form provided at the end of these Terms & Conditions may be used but is not required.
If the client asks for consultation services or preparatory work to begin during the 14-day cancellation period and subsequently cancels, we may charge a proportionate amount for the services supplied up to the time cancellation was communicated, provided the client expressly requested that the work begin early.
Where the consultation service has been fully performed during the cancellation period, the statutory right to cancel will end after full performance only where the client expressly requested early performance and acknowledged in advance that the right to cancel would then be lost.
Any refund due following statutory cancellation will be made to the original payment method without undue delay and no later than 14 days after we are informed of the cancellation.
8.5 Rescheduling, late cancellation and non-attendance
In addition to the statutory rights above, clients are asked to provide at least 72 hours’ notice if they wish to cancel or reschedule a consultation.
Where less than 72 hours’ notice is given after the statutory cancellation period has expired, or where the client does not attend, we may retain or deduct an amount reflecting reasonable preparatory work already completed and any meeting-space, travel or other external cost that was disclosed, agreed and cannot reasonably be recovered.
Any amount retained will not exceed the consultation fee and the actual loss reasonably incurred. Where appropriate, we may instead offer to transfer the appointment to a new date.
8.6 Cancellation by Ego Atelier
If we need to cancel a consultation, we will notify the client as soon as reasonably possible and offer either a suitable alternative appointment or a full refund of the consultation fee and any related charge paid directly to us.
9. Bespoke lasts
9.1 Purpose and development
A bespoke last is a specialist working tool developed to support the design, fitting and making of footwear for an individual client.
The last-making fee reflects the materials, design development, skilled labour and technical work required to create or substantially adapt the last for the agreed commission. Payment of that fee covers its development and use for the commission; it does not constitute the purchase of the physical last.
9.2 Ownership
Unless expressly agreed otherwise in writing, all bespoke lasts and associated working patterns remain the property of Ego Atelier.
We are not required to release, lend, reproduce or transfer a last or working pattern to the client or to another maker. Where a transfer is exceptionally agreed, its terms and any applicable fee will be confirmed separately in writing.
9.3 Retention and confidentiality
We will take reasonable care of a bespoke last and will ordinarily retain it for at least five years after delivery of the most recent pair made using that last.
The last and the measurements or technical information associated with it will be treated as client-specific information and will not be used to make footwear for another client.
After the stated retention period, we may retire, recycle or dispose of the last. Where reasonably practicable, we will first attempt to contact the client using the most recent contact details provided to us.
We cannot guarantee indefinite retention unless a longer storage period has been expressly agreed in writing.
9.4 Use for future commissions
Retention of a bespoke last does not guarantee that it can be used without review or adjustment for every future commission.
A last may be specific to a particular toe shape, heel height, pitch, construction method or style. A different design may require modification, a separate last or further pattern development.
Feet and fit requirements may also change over time. Before accepting a future commission, we may need to reassess the client’s measurements, fit and intended design.
Any necessary adjustment, redevelopment or replacement and its associated cost will be explained and agreed before further work begins.
9.5 Loss, damage or deterioration
Bespoke lasts are working tools and may show signs of use or require maintenance over time. We will take reasonable care when using and storing them but cannot guarantee against deterioration caused by age, material behaviour or circumstances beyond our reasonable control.
Nothing in this section limits the client’s rights where loss or damage results from our failure to exercise reasonable care and skill.
10. Production Lead Times
10.1 Atelier Edit orders
Each Made-to-Order Item is handcrafted after the order details have been reviewed and accepted.
Within 2 business days after the order is submitted, we will ordinarily provide an anticipated production window and expected dispatch date. If clarification of the order details is required, the final timing may be confirmed after that clarification has been received.
Once production begins, a Made-to-Order Item typically takes approximately 2 weeks to complete. This is an estimate and may vary according to the selected design and materials, the work required and the atelier schedule.
For an Immediate Acquisition Item, the expected dispatch date will be provided when the order is accepted.
10.2 Bespoke Commissions
A Bespoke Commission may take several months to complete and may involve design development, last and pattern development, material sourcing, fittings, adjustments and hand-finishing.
The anticipated lead time and principal stages will be discussed following consultation and confirmed in the written quotation or commission terms.
The timing of a Bespoke Commission may be adjusted where further fittings, design changes or technical development are reasonably required.
10.3 Nature of estimated dates
Unless expressly identified in writing as an agreed deadline, production windows, completion dates and dispatch dates are reasonable estimates rather than guarantees.
Courier delivery estimates apply after dispatch and are separate from the production period.
If the client requires the Goods for a particular event or date, this must be disclosed before the order or commission is accepted. We will confirm in writing whether that date can be agreed. We cannot guarantee a deadline that we have not expressly accepted in writing.
10.4 Changes to anticipated timing
If we become aware of a material change to the anticipated production or dispatch date, we will contact the client promptly, explain the reason where reasonably possible and provide a revised estimate.
Delays may arise from circumstances including material availability, specialist supplier or component delays, illness, courier disruption, customs processing or other events outside our reasonable control. We will take reasonable steps to minimise the effect of such delays.
If a delay becomes substantial or we are unable to supply the Goods within an expressly agreed period, the client may have the right to cancel and receive an appropriate refund in accordance with these Terms & Conditions and applicable law.
10.5 Delays caused by missing information or payment
The production schedule may be delayed or paused where we are waiting for measurements, design approval, fitting attendance, requested information or a payment due under the agreed terms.
We will explain the likely effect on timing and provide a revised estimate once the outstanding requirement has been resolved.
Nothing in this section limits the client’s statutory rights concerning late or non-delivery.
11. Order details and client responsibilities
11.1 Website orders
Before completing checkout, the client must review the selected item, size where applicable, colour, material, sole, finish, quantity, contact details and delivery information.
The automated order confirmation will record the details submitted with the purchase. The client should review this confirmation and notify us promptly at sara@saraego.com if anything appears incorrect.
We will review the principal product selections before accepting the order. If we identify an apparent inconsistency or require clarification, we will contact the client before production begins.
11.2 Size and fit information
Atelier Edit footwear is offered using European sizing as the starting reference. Conversions between European, UK and US sizing are approximate, and fit may vary according to the style, material, construction and individual shape of the foot.
The client should select their usual European size and review the size and fit guidance provided on the relevant product page.
If the client is between sizes, uncertain of their usual European size or has a particular fit concern, they should contact the atelier before placing the order.
Leather may soften and ease slightly through wear, but it should not be relied upon to correct an unsuitable size.
11.3 Bespoke information and measurements
For a Bespoke Commission, the client must provide complete and accurate information reasonably requested for the design and fitting process. This may include measurements, fit history, intended use, design preferences and information about orthotics or other matters that may materially affect fit or construction.
Where the client takes or supplies their own measurements, the measurement instructions must be followed carefully. We are not responsible for a fit problem caused solely by inaccurate or incomplete information supplied by the client where we could not reasonably have identified the error.
Where measurements are taken by Ego Atelier, we remain responsible for carrying out and recording them with reasonable care and skill.
The client must inform us promptly if their measurements, physical requirements or intended use materially change during the commission.
11.4 Confirmations and approvals
Before production begins, we will confirm the principal details of the order or commission in writing.
For a Bespoke Commission, the client may also be asked to approve matters including the design direction, materials, colour, heel height, sole, components or fitting adjustments.
The client must review each confirmation or approval request carefully and raise any error or concern before giving approval.
We will not treat silence as approval unless a different process has been expressly agreed in writing.
11.5 Changes requested by the client
The client should request any change as soon as possible.
Before an order has been accepted, we will make the change where reasonably possible and confirm any effect on price or timing.
After acceptance or once materials have been ordered, patterns developed or production begun, a requested change may not be possible. Where it is possible, it may require additional payment and a revised completion estimate. We will obtain the client’s agreement before carrying out chargeable additional work.
11.6 Protection of statutory rights
Nothing in this section makes the client responsible for an error caused by Ego Atelier or limits our obligation to supply Goods that conform to the contract.
Selecting a standard size, colour, material, sole, finish or other option offered on an Atelier Edit product page does not, by itself, make the item a Personalised Item or remove the client’s applicable cancellation and return rights.
12. Cancellation and Changes
12.1 Withdrawal before acceptance
Before an order or commission has been accepted as described in Section 5, the client may withdraw it by contacting sara@saraego.com.
If payment has already been taken, it will be refunded in full to the original payment method without undue delay.
12.2 Atelier Edit orders placed online
Atelier Edit items purchased online may be cancelled without giving a reason at any time from acceptance of the order until 14 days after the day on which the client, or a person nominated by the client, receives the Goods.
Where one order contains multiple Goods delivered on different days, the cancellation period ends 14 days after the day on which the final item is received.
This cancellation right applies to both Made-to-Order Items and Immediate Acquisition Items.
The beginning or completion of production does not remove this cancellation right. Selecting from the standard sizes, colours, materials, soles, finishes or other options offered on a product page does not make an Atelier Edit item non-returnable.
To cancel, the client must communicate a clear statement of their decision. This may be sent to sara@saraego.com and should include the client’s name and order number.
The model cancellation form provided at the end of these Terms & Conditions may be used but is not required.
If cancellation is received before dispatch, we will stop the order where reasonably possible and refund all sums due within 14 days after being informed of the cancellation.
If the Goods have already been dispatched or received, they must be returned in accordance with Section 13.
12.3 Personalised Items and Bespoke Commissions
The statutory change-of-mind cancellation right may not apply to Goods made to the client’s specifications or clearly personalised.
We will apply this exception only where the Goods meet the definition of a Personalised Item in Section 2 and have been expressly identified as such in the written quotation or commission terms before the contract is formed.
An item will not be treated as a Personalised Item merely because it is produced after an order is placed or because the client selected from the standard options offered on the Website.
A Bespoke Commission developed to individual measurements, a unique design or another specification particular to the client will ordinarily be a Personalised Item.
Where the personalised-goods exception applies, the client does not have an automatic right to cancel because they have changed their mind. However, the client should contact us as soon as possible if they wish to discontinue the commission.
We will take reasonable steps to stop further work and minimise avoidable loss. The client may remain responsible for amounts reasonably reflecting:
consultation or design work already supplied;
last and pattern development already undertaken;
materials or components ordered specifically for the commission and which cannot reasonably be reused or returned;
workmanship and production already completed;
non-recoverable supplier or specialist costs; and
other reasonable loss directly resulting from the cancellation.
Any amount retained or charged will reflect the work and actual loss incurred and will not exceed the total agreed commission price. Any remaining balance due to the client will be refunded.
Cancellation rights relating specifically to a separately booked consultation are addressed in Section 8.
12.4 Requested changes
A request to change an accepted order or commission is not effective until we have confirmed in writing that the change can be accommodated.
A change may affect the price, materials, design, fit or anticipated completion date. We will explain these effects and obtain the client’s agreement before undertaking additional chargeable work.
Where a client requests an alteration outside the standard options originally offered, the altered item will be treated as a Personalised Item only if this is clearly confirmed and agreed in writing, including its effect on cancellation rights, before the alteration begins.
Further provisions concerning requested changes are set out in Section 11.5.
12.5 Cancellation by Ego Atelier
After accepting an order or commission, we may cancel it only where we are unable to perform the contract for a legitimate reason, including an unexpected inability to obtain an essential material or component, a safety or legal concern, prolonged circumstances beyond our reasonable control or a material breach by the client.
We will contact the client promptly and explain the available options.
Where cancellation is not caused by the client’s breach, all payments for Goods or services not supplied will be refunded. Where cancellation follows non-payment or another material breach by the client, any amount retained or charged will be limited to sums properly due and reasonable losses recoverable under the contract and applicable law.
12.6 Statutory rights
Nothing in this section limits the client’s rights where Goods are faulty, damaged, not as described or otherwise fail to conform to the contract, or where services have not been supplied with reasonable care and skill.
13. Returns, Exchanges, and Refunds
13.1 Change-of-mind returns
Where an Atelier Edit order has been cancelled under Section 12.2 after the Goods have been received, the client must return the Goods within 14 days after communicating the cancellation.
This applies to both Made-to-Order Items and Immediate Acquisition Items purchased online.
Personalised Items are not eligible for a change-of-mind return where the personalised-goods exception explained in Section 12.3 applies. This does not affect the client’s rights if the Goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
13.2 Return authorisation and address
Before returning anything, please contact sara@saraego.com, quoting the client’s name and order number. We will provide the correct return address and any relevant instructions.
The registered office is not a return location. Goods must not be sent there unless we have expressly instructed the client to do so.
A return is not dependent upon receiving formal authorisation, but contacting us first helps ensure that the Goods are sent to the correct location and processed promptly.
13.3 Handling and condition
The client may handle the Goods only as reasonably necessary to establish their nature, characteristics and fit.
Footwear should be tried on indoors, on a clean and protected surface. It should not be worn outdoors or used beyond what would reasonably be permitted when assessing footwear in a shop.
The Goods should be returned with their box, dust bag and any presentation materials supplied with them.
We will not reject a valid statutory return solely because packaging or presentation material is missing. However, the refund may be reduced where unnecessary handling, wear, marking, damage or missing presentation materials have caused a genuine loss in the value of the Goods.
Removing the Goods from their packaging and carefully trying them on for fit will not, by itself, result in a deduction.
13.4 Return shipping
For a change-of-mind return, the direct cost of returning the Goods is the responsibility of the client.
The client may use a courier of their choice. A tracked and appropriately insured service is strongly recommended, and the Goods should be securely packaged to prevent damage in transit.
Where the client arranges the return independently, they remain responsible for it until it reaches the return address, except where the law provides otherwise.
If requested, Ego Atelier may arrange a FedEx return at the client’s direct cost. The cost will be confirmed before collection and may be deducted from the refund only with the client’s agreement.
International clients should ensure that the shipment is correctly identified as returned merchandise. Customs duties, import taxes or administrative charges collected by third parties cannot ordinarily be refunded by Ego Atelier.
13.5 Exchanges
We do not guarantee direct exchanges because replacement items may need to be made and availability can change.
Where the client requires another size or option, we may ask them to return the original item for a refund and place a new order. Any replacement order will be subject to the price, availability and production estimate applicable at that time.
Where a direct exchange can be accommodated, its details will be confirmed in writing.
13.6 Refunds
Following a valid cancellation, we will refund the product price and any standard outward delivery charge paid, where required by law.
If the client selected a delivery service costing more than the least expensive standard service offered, we are not required to refund the additional delivery cost.
The refund will be made to the original payment method unless otherwise agreed and will be processed without undue delay and no later than 14 days after:
the day we receive the returned Goods; or
if earlier, the day the client provides evidence that the Goods have been returned.
We may withhold the refund until the Goods or satisfactory evidence of return has been received.
Any permitted deduction for loss in value will be explained to the client and will reflect the actual reduction caused by handling beyond what would reasonably be permitted in a shop.
13.7 Faulty, damaged or incorrect Goods
The change-of-mind return costs and conditions above do not limit the client’s rights where Goods are faulty, damaged, incorrect or not as described.
Please contact sara@saraego.com promptly with the order details and, where helpful, photographs of the concern. Do not return the Goods until we have provided the appropriate instructions.
Where a return is reasonably required, we will arrange or reimburse reasonable return costs. The available remedy may include repair, replacement, a price reduction or a refund, depending on the circumstances and the client’s statutory rights.
13.8 Statutory rights
Nothing in this section limits or excludes any statutory right or remedy available to the client.
14. Faults, Workmanship, and Statutory Remedies
14.1 Standards applying to the Goods
Ego Atelier will supply Goods that conform to the contract and are:
of satisfactory quality;
fit for their usual purpose and for any particular purpose made known to and accepted by us before the contract was formed; and
as described and consistent with any relevant sample or model, subject to the natural and handmade variations explained in these Terms & Conditions.
Services forming part of a commission will be performed with reasonable care and skill.
These standards apply to Atelier Edit items, Personalised Items and Bespoke Commissions.
14.2 Reporting a concern
If the client believes that an item is faulty, damaged, incorrect, not as described or affected by a workmanship issue, they should contact sara@saraego.com as soon as reasonably possible.
The client should provide:
their name and order or commission number;
a description of the concern;
when the issue first became apparent; and
clear photographs where these may assist the initial assessment.
We may request proof of purchase and may need to inspect the item before confirming the appropriate remedy.
Reporting an issue promptly can help prevent further damage and make the concern easier to assess, but it does not replace or reduce the client’s statutory rights.
14.3 Assessment
Each concern will be considered according to the nature of the Goods, their age, the materials and construction, how they have been used and cared for, and the evidence available.
The client should not arrange a third-party repair, alteration or invasive assessment before allowing us a reasonable opportunity to inspect the item. A third-party intervention does not automatically remove the client’s rights, but it may affect the available remedy where it causes additional damage or prevents the original issue from being assessed.
14.4 Remedies
Where Goods do not conform to the contract, the appropriate remedy may include rejection and refund, repair, replacement or a price reduction, depending on the circumstances and applicable law.
A Consumer may have a short-term right to reject faulty Goods within 30 days. After that period, repair or replacement will ordinarily be the first remedy where required by law, unless that remedy is impossible or disproportionate.
Any repair or replacement required by law will be provided without charge, within a reasonable time and without causing significant inconvenience.
Where repair or replacement is impossible, unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, the client may be entitled to an appropriate price reduction or refund.
Where a fault becomes apparent within six months after delivery, it will generally be presumed to have been present at delivery unless that presumption is inconsistent with the nature of the Goods or the issue, or evidence shows otherwise. After six months, the client may be required to demonstrate that an underlying fault was present when the Goods were supplied.
14.5 Bespoke fit concerns
Minor fitting adjustments may form part of the normal development and completion of a Bespoke Commission and do not necessarily indicate defective workmanship.
Where a bespoke fit problem results from our failure to follow the confirmed measurements or to exercise reasonable care and skill, we will provide an appropriate remedy in accordance with the client’s statutory rights.
We are not responsible for a fit issue caused solely by inaccurate or incomplete information supplied by the client, a material change in the client’s feet or physical requirements that was not disclosed, or failure to attend or participate in an agreed fitting process.
This does not exclude responsibility for any matter that we caused or should reasonably have identified.
14.6 Natural and handmade characteristics
Leather, suede and other natural or small-batch materials may display variations in grain, texture, tone, markings, creasing and surface character.
Handcrafted Goods may also exhibit slight variations in stitching, finishing or appearance between individual pieces.
These characteristics are not faults where they are consistent with the product description, the nature of the material and the standard a reasonable person would expect from the Goods.
14.7 Wear, damage and maintenance
A fault does not include an issue caused by:
ordinary wear consistent with the nature and amount of use;
accident, misuse or use for an unsuitable purpose;
failure to follow reasonable care guidance;
exposure to excessive moisture, damp, heat or unsuitable storage conditions;
damage caused by pets, sharp objects, chemicals or unsuitable surfaces; or
a third-party alteration or repair, to the extent that it caused or contributed to the issue.
Components subject to ordinary wear, including soles and heel tips, may require maintenance or replacement during the life of the footwear. Normal replacement arising from use is not, by itself, evidence of a manufacturing fault.
A size preference or fit concern is not necessarily a fault where an Atelier Edit item has been correctly supplied in the standard size selected and matches its description. Any applicable change-of-mind cancellation rights remain available as explained in Sections 12 and 13.
14.8 Return costs for faulty Goods
Where inspection or return is reasonably required because of a potential fault, we will provide instructions and arrange or reimburse reasonable return costs.
The client should not send an item to the registered office or incur an unusually expensive return cost without first contacting us, unless waiting would unreasonably prejudice their statutory rights.
14.9 Statutory rights
Nothing in this section limits or excludes any statutory right or remedy available to the client.
15. Care, use, and storage
15.1 Care guidance
Handcrafted footwear and accessories require appropriate care according to their materials, construction and intended use.
The client should follow any reasonable care guidance supplied with the Goods or displayed on the relevant product page. Where an item requires specialist care, this will be identified where reasonably possible.
If the client is uncertain about cleaning, conditioning or maintaining an item, they should contact the atelier before applying a product or treatment.
15.2 Appropriate use
Footwear should be worn with regard to its style, heel height, sole, fastening, material and intended environment.
The client should ensure that fastenings are secure and should stop wearing the footwear if it becomes damaged, unstable, excessively worn or causes unexpected pain or discomfort.
Fashion footwear is not protective, occupational or safety footwear unless it has been expressly described as such.
We are not responsible for injury, damage or loss to the extent that it is caused by misuse, use for an unsuitable purpose or continued use after a significant problem has become apparent. This does not exclude responsibility for a defect or for our own negligence.
15.3 Weather and surfaces
Unless expressly described otherwise, leather, suede, specialist fabrics and their components should not be treated as waterproof.
The client should take reasonable care around heavy rain, standing water, snow, salt, oils, chemicals, abrasive surfaces and other conditions capable of staining, weakening or damaging the materials.
Leather soles can be particularly affected by wet or rough surfaces. Where an item becomes wet, it should be allowed to dry naturally at room temperature and away from direct heat.
Cleaning or care products should be suitable for the particular material and tested cautiously on an inconspicuous area before wider application.
15.4 Storage
Goods should be stored in a clean, dry and ventilated environment, away from excessive heat, damp, prolonged direct sunlight and pressure that may distort their shape.
Footwear should be allowed to rest and dry between wears. Where appropriate, its shape should be supported using suitable shoe trees or acid-free tissue.
Dust bags and presentation boxes offer protection from dust and light but do not make the Goods safe for storage in damp, excessively hot or poorly ventilated conditions.
15.5 Maintenance and repair
Soles, heel tips, fastenings and other components subject to contact and movement should be inspected regularly and repaired or replaced when wear becomes apparent.
Maintenance undertaken at the appropriate time can help prevent more extensive damage.
The client should not attempt an unsuitable home repair or permit a third party to alter the Goods without considering whether this could affect their structure, appearance or our ability to assess a later concern.
Information about refurbishment and aftercare offered by Ego Atelier is provided in Section 16.
15.6 Natural ageing
Natural materials may soften, crease, develop a patina or change subtly in colour and texture through use, exposure and time. These changes form part of the character of handcrafted Goods and do not necessarily indicate a fault.
Leather may ease slightly through wear but should not be expected to correct an unsuitable size or significant fit problem.
Damage caused by improper care, unsuitable storage, accident or misuse is not a workmanship fault to the extent that it caused the issue. Nothing in this section limits the client’s statutory rights where the Goods were faulty, not as described or otherwise failed to conform to the contract.
16. Concierge, Aftercare, & Refurbishment
16.1 Availability
Ego Atelier may offer aftercare and refurbishment services for footwear and other Goods originally made or supplied by the atelier.
Available work will depend upon the item’s materials, construction, condition, age and the availability of suitable components and specialist services.
Refurbishment may include services such as:
replacement heel tips or lifts;
insole-sock renewal;
minor leather or suede restoration;
cleaning and polishing;
minor stitching or component repairs; and
other work appropriate to the item’s condition and construction.
Not every service will be suitable or available for every item.
16.2 Complimentary refurbishment
A first standard refurbishment is complimentary only where this benefit was expressly included on the product page, order confirmation, quotation or commission terms applicable to the original purchase.
The written offer may specify the work included, the period within which it may be claimed and any exclusions.
Unless otherwise confirmed in writing, a complimentary refurbishment does not include:
shipping or customs charges;
replacement of major components;
repair of accidental or extensive damage;
work required because of misuse or unsuitable storage;
restoration following third-party alteration; or
work outside the scope of the standard service offered.
No complimentary refurbishment is included where it was not expressly confirmed as part of the original purchase.
16.3 Requesting an assessment
The client must contact sara@saraego.com before sending an item and should provide photographs and a description of the requested work.
An initial opinion based on photographs is provisional. The final scope, feasibility and price can be confirmed only after the item has been physically inspected where inspection is necessary.
Items must not be sent to the registered office unless we expressly provide that address for the return.
16.4 Quotation and authorisation
For chargeable work, we will provide a quotation or pricing basis and an anticipated completion time before beginning the refurbishment.
No chargeable work will be undertaken without the client’s approval.
If hidden damage or additional work becomes apparent after work begins, we will pause where reasonably possible and obtain approval before incurring an additional charge.
If the client declines the quotation after inspection, they will remain responsible for the agreed inspection fee, if any, and the reasonable cost of returning the item.
16.5 Shipping and customs
Unless otherwise agreed in writing, the client is responsible for the cost of sending the item to the atelier and returning it after complimentary or chargeable refurbishment.
The client should use secure packaging and an appropriately tracked and insured service.
For an international refurbishment, the client is responsible for providing accurate customs documentation and for any customs, import, export or administrative charge imposed by a third party.
These provisions do not apply where the work is being provided as a statutory remedy for faulty Goods and Ego Atelier is legally responsible for the reasonable return costs.
16.6 Limitations of refurbishment
Refurbishment is intended to extend the useful life of an item but cannot always return it to an as-new condition.
Existing wear, staining, fading, creasing, material loss or structural change may remain visible. Replacement leather, thread, soles, heel tips or other components may vary slightly from the originals where an identical material is no longer available.
Any expected material difference or important limitation identified during assessment will be explained before the work is approved.
We may decline work where:
the item is too damaged to refurbish safely or responsibly;
the required materials, components or specialist processes are unavailable;
a third-party alteration prevents reliable work;
the proposed work could compromise the item’s structure or appearance; or
the request falls outside the reasonable scope or capacity of the atelier.
Where an item is beyond responsible repair, we may discuss return, alternative work or recycling with the client. We will not recycle or dispose of the item without the client’s agreement, except where legally permitted following appropriate notice.
16.7 Cancellation of a paid refurbishment service
Where a Consumer arranges a paid refurbishment service at a distance, they will generally have 14 days after the day the service contract is formed in which to cancel.
If the client expressly asks us to begin during that period and subsequently cancels, they may be required to pay a proportionate amount for work already supplied and for materials reasonably committed to the service.
If the service is fully performed during the cancellation period, the cancellation right will end after full performance only where the client requested early performance and acknowledged that the right would then be lost.
16.8 Faulty Goods and statutory rights
Optional refurbishment is separate from the remedies available for faulty or non-conforming Goods.
We will not charge for repair, replacement or reasonable return costs where these must be provided without charge under the client’s statutory rights.
Any refurbishment service supplied by Ego Atelier will itself be performed with reasonable care and skill. Nothing in this section limits the client’s statutory rights.
17. Shipping, Delivery, & Collection
17.1 Shipping destinations and charges
Orders are dispatched from England and may be shipped within the United Kingdom and internationally, subject to destination, courier availability and any applicable import or export restrictions.
Complimentary standard delivery is included with Atelier Edit orders unless the relevant product page expressly states otherwise.
Delivery arrangements and charges for a Bespoke Commission will be stated in the quotation or commission terms.
Any optional delivery upgrade and its cost will be shown at checkout or agreed in writing before the order is accepted.
17.2 Dispatch and tracking
Goods will be dispatched after they have been completed, checked, prepared for shipping and paid for in full, unless a different payment arrangement has been agreed in writing.
The client will receive a shipping confirmation containing tracking information where this is provided by the courier.
The expected courier delivery period begins after dispatch and is separate from the production period explained in Section 10.
17.3 Estimated delivery periods
Estimated delivery periods after dispatch are ordinarily:
approximately 2–3 business days within the United Kingdom; and
approximately 2–7 business days for international destinations.
These are estimates and may vary according to the destination, courier service and customs processing.
Where a particular delivery date has been expressly agreed in writing, we will take reasonable steps to meet it. If no delivery period has been agreed, we will deliver without undue delay and within the period required by law.
17.4 Delivery information
The client is responsible for providing a complete and accurate delivery name, address, postcode, country, telephone number and any reasonably required courier information.
The client must notify us promptly if a correction is needed. We cannot guarantee that an address can be changed after dispatch.
If a parcel is returned because the client supplied incorrect or incomplete information, failed to respond to reasonable courier requests or did not collect it from an agreed collection point, the client may be required to pay the direct cost of redelivery.
Any amount charged will reflect the actual additional cost incurred and will not affect the client’s statutory rights.
17.5 Risk during delivery
Goods remain at Ego Atelier’s risk until they come into the physical possession of the client or a person identified by the client to receive them.
Where the client independently appoints a carrier that was not offered by Ego Atelier, risk may pass when the Goods are delivered to that carrier, as provided by law.
If the client authorises delivery to a specified safe place, neighbour, reception desk or other nominated recipient, the courier may complete delivery in accordance with that instruction. The client should choose such an arrangement carefully.
17.6 International orders
International orders may be subject to customs duties, import taxes, brokerage fees and local handling charges imposed by the destination country.
Unless we expressly agree in writing to supply the Goods on a duties-paid basis, these charges are the responsibility of the client and are not included in the product price.
We do not control these charges or the time taken by customs authorities to process a shipment.
The client is responsible for ensuring that the Goods may lawfully be imported into the destination country. We will provide reasonable shipping documentation but cannot give individual tax, customs or import advice.
Refusing delivery or declining to pay an import charge does not automatically cancel the contract. If a parcel is returned for that reason, the client may be responsible for the direct return or redelivery cost and any non-recoverable charge, to the extent permitted by law.
17.7 Delayed, lost or damaged parcels
If tracking is not progressing, a parcel appears lost or the Goods arrive damaged, the client should contact sara@saraego.com promptly with the order number and relevant details.
For visible transit damage, the client should retain the packaging and provide photographs where reasonably possible.
We will contact the courier and take reasonable steps to investigate and resolve the matter. The client is not required to pursue the courier as a substitute for their rights against Ego Atelier.
Where we remain responsible for the Goods, the appropriate resolution may include replacement, repair or refund, depending on the circumstances and the client’s statutory rights.
A delay caused by customs, courier disruption or another event outside our reasonable control will be handled in accordance with Sections 10 and 20. Nothing in this section removes the client’s rights where delivery does not occur within an agreed or legally required period.
17.8 Collection by appointment
Collection is available only where expressly agreed in writing.
The registered office is not a retail or collection location. The collection address and appointment details will be confirmed separately.
Where Goods are collected, risk passes to the client when the Goods are handed to the client or their authorised representative.
18. WEBSITE AVAILABILITY AND SECURITY
18.1 Website availability
We take reasonable steps to keep the Website accurate, secure and available, but we cannot guarantee uninterrupted or error-free access.
The Website may occasionally be unavailable or operate with reduced functionality because of maintenance, updates, technical faults, hosting or payment-provider disruption, security concerns or circumstances outside our reasonable control.
We may update, suspend, restrict or withdraw part of the Website where reasonably necessary.
Website unavailability does not, by itself, cancel or alter an order or commission that has already been accepted. Clients may contact sara@saraego.com if they require assistance with an existing order while the Website is unavailable.
18.2 Technical errors
We take reasonable care to identify and correct technical errors. However, information may occasionally be displayed incorrectly because of a software, data-transfer or integration problem.
Any error affecting a product description, price, payment or order will be handled in accordance with Sections 4, 5 and 6.
If a user identifies an apparent technical problem, they are encouraged to notify us at sara@saraego.com.
18.3 Website security
We use reasonable administrative and technical measures, together with the security systems provided by our Website and payment-service providers, to protect the Website and information submitted through it.
No website, internet connection or electronic-storage system can be guaranteed to be completely secure or free from harmful material.
Users are responsible for maintaining appropriate security on their own devices and networks, including current software, browser updates and suitable protection against malicious software.
18.4 Customer accounts
If the Website allows a client to create an account, the client is responsible for keeping their login information confidential and for notifying us promptly if they reasonably believe that their account has been accessed without permission.
The client must not knowingly allow another person to use their account in a way that is unlawful, fraudulent or contrary to these Terms & Conditions.
We may temporarily restrict an account where reasonably necessary to investigate suspected unauthorised use or protect the client, the Website or another person.
18.5 Prohibited interference
Users must not attempt to gain unauthorised access to the Website, its server, connected systems or another user’s information.
Users must not introduce malicious code, deliberately overload the Website, bypass security measures or interfere with its proper operation.
Suspected criminal or fraudulent activity may be reported to the relevant service provider or lawful authority.
18.6 Statutory rights
Nothing in this section excludes responsibility where it would be unlawful to do so or limits any statutory right arising from an accepted order or commission.
19. LIABILITY
19.1 Liability that is not excluded
Nothing in these Terms & Conditions excludes or limits liability for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of statutory obligations relating to the quality, fitness, description or ownership of Goods;
failure to perform services with reasonable care and skill;
liability arising under applicable product-safety or defective-product law; or
any other liability that cannot lawfully be excluded or limited.
19.2 Foreseeable loss
We are responsible for loss or damage suffered by a Consumer where it is a foreseeable result of our breach of contract or our failure to use reasonable care and skill.
Loss or damage is foreseeable where it was an obvious consequence of the breach or where both parties knew, when the contract was formed, that it might occur.
We are not responsible for loss or damage where:
we did not breach the contract and did not fail to use reasonable care and skill;
the loss was not reasonably foreseeable when the contract was formed;
the loss was caused wholly by inaccurate information, misuse, accident or another act or omission of the client; or
the client could reasonably have avoided or reduced the loss but failed to take reasonable steps to do so.
Responsibility will be reduced only to the extent that the client’s own action or omission caused or contributed to the loss.
19.3 Particular purposes and deadlines
If the client requires Goods for a particular purpose, event or date, they must tell us before the contract is formed.
We will be responsible for meeting that purpose or deadline only where we have expressly confirmed in writing that it forms part of the contract.
This does not remove any obligation arising from information that we provided and upon which the client reasonably relied when deciding to enter into the contract.
19.4 Use and care of the Goods
We are not responsible for loss, damage or injury to the extent that it results from:
use of the Goods for a purpose for which they were not designed or represented as suitable;
continued use after a significant safety or structural problem became apparent;
failure to follow reasonable care or safety guidance;
an accident, third-party alteration or unsuitable repair; or
improper storage, misuse or conditions unrelated to the quality or workmanship of the Goods.
This provision does not apply where a defect in the Goods or our negligence caused or contributed to the loss.
19.5 Business losses
Unless expressly agreed otherwise in writing, Goods purchased by a Consumer are supplied for personal and private use.
If a Consumer uses the Goods for a commercial, professional or resale purpose, we are not responsible for business losses such as loss of profit, revenue, contracts, opportunity, goodwill or business interruption, except where liability cannot lawfully be excluded.
Where the client is acting wholly or mainly in the course of a trade, business, craft or profession, separate business or commission terms may apply. Any specific commercial use, dependency or risk that is to form part of the contract must be agreed in writing before the order or commission is accepted.
19.6 Third-party services and events outside our control
We are not responsible for a failure caused solely by a third party or event outside our reasonable control where we have taken the reasonable steps required of us.
This does not transfer to the client any responsibility that legally remains with Ego Atelier, including responsibility for Goods while they remain at our risk during delivery.
Events outside our reasonable control are addressed further in Section 20.
19.7 Website use
We are not responsible for loss caused solely by a user’s insecure device, network or account credentials, or by unauthorised interference that we could not reasonably have prevented.
Nothing in this provision limits our obligations concerning information entrusted to us, Website security measures or an accepted order or commission.
19.8 Statutory rights
Nothing in this section limits any statutory right or remedy available to the client.
20. EVENTS OUTSIDE OUR REASONABLE CONTROL
20.1 Meaning
An event outside our reasonable control is an event that we could not reasonably prevent or overcome and that materially delays or prevents performance of the contract.
Depending on the circumstances, this may include:
serious illness or incapacity affecting the maker responsible for the work;
fire, flood, severe weather or natural disaster;
epidemic, pandemic or public-health restriction;
war, terrorism, civil unrest or national emergency;
strike or industrial disruption not confined to Ego Atelier;
unexpected interruption of essential utilities, communications or technology;
cyberattack or significant Website, payment-service or hosting failure;
government action or a change in law;
import, export or customs restriction;
unexpected unavailability of an essential specialist material or component;
major supplier failure; or
serious courier, transport or customs disruption.
An event will not qualify merely because performance has become less profitable, the atelier lacks funds or the problem could reasonably have been prevented through appropriate planning or care.
20.2 Effect on performance
We will not be responsible for delay or failure to perform an obligation to the extent that it is directly caused by an event outside our reasonable control.
The affected obligation will be suspended only for as long as and to the extent reasonably necessary.
Any obligation unaffected by the event will continue. The client must also pay any amount already properly due for Goods or services supplied before the event.
20.3 Communication and mitigation
If such an event materially affects an accepted order or commission, we will:
contact the client as soon as reasonably possible;
explain the nature and expected effect of the disruption where we can reasonably do so;
take reasonable steps to minimise its effect; and
provide a revised production, completion or delivery estimate when sufficient information is available.
20.4 Alternative arrangements
Where appropriate, we may offer an alternative material, component, method, delivery arrangement or revised schedule.
The client will not be required to accept a material change to the agreed Goods or commission. Any material substitution, price change or significant design change must be agreed in writing before it is implemented.
20.5 Prolonged disruption
If an event outside our reasonable control materially prevents performance for more than 30 consecutive days, either party may cancel the affected and unperformed part of the contract by giving written notice.
The client does not have to wait 30 days where an expressly agreed essential deadline has already been missed or where applicable law gives an earlier right to cancel.
Following cancellation, we will refund payments relating to Goods or services that have not been supplied.
For a Personalised Item or Bespoke Commission on which substantial individual work has already been completed, any amount retained or charged will be limited to sums properly due for services supplied, completed personalised work and non-recoverable materials or costs, to the extent permitted by the contract and applicable law.
We will provide a reasonable explanation of any such amount and refund the remaining balance without undue delay.
20.6 Statutory rights
Nothing in this section excuses a failure that was caused by our own lack of reasonable care or preparation.
Nothing in this section limits the client’s statutory rights concerning non-delivery, faulty Goods, services not supplied with reasonable care and skill or any liability that cannot lawfully be excluded.
21. CHANGES TO THESE TERMS & CONDITIONS
21.1 Future updates
We may revise these Terms & Conditions from time to time to reflect:
changes in law or regulatory guidance;
changes to the Website, Goods or services;
changes to our ordering, payment, delivery or operational processes; or
the need to improve clarity or correct an error.
The date on which the current version was last updated will be displayed at the beginning of the document.
21.2 Website use and future orders
An updated version will apply to use of the Website and to enquiries, orders or commissions submitted after that version takes effect.
Clients should review the Terms & Conditions available at the time they place a new order or commission further work.
21.3 Existing contracts
The version applying to an accepted order or commission will ordinarily be the version in force when that contract was formed.
A later Website update will not retrospectively alter an existing contract.
An existing contract may be changed only where:
the change is required by law or a lawful authority;
the change is necessary to correct an obvious error without materially disadvantaging the client; or
Ego Atelier and the client expressly agree to the change in writing.
Where a legally required change materially affects an ongoing order or commission, we will notify the client and explain its effect as soon as reasonably possible.
21.4 Additional bespoke terms
Additional written terms agreed for a Bespoke Commission remain part of that contract.
A general update to the Website Terms & Conditions will not replace an individually agreed commission term unless the client and Ego Atelier expressly agree otherwise in writing or the change is required by law.
21.5 Copies and records
We will retain or make available a record of the Terms & Conditions applicable to an accepted order or commission for a reasonable period.
A client may request a copy by contacting sara@saraego.com.
Where required for a distance contract, the applicable contractual information will be provided by email, attachment or another durable format that the client can retain.
22. GOVERNING LAW, JURISDICTION AND LANGUAGE
22.1 Governing law
These Terms & Conditions and every contract formed under them are governed by the law of England and Wales.
If the client is a Consumer living outside England and Wales, this choice of law does not deprive them of any mandatory consumer protection available under the law of the country or part of the United Kingdom in which they ordinarily live, where that protection applies.
22.2 Consumers within the United Kingdom
A Consumer may bring legal proceedings in the courts of the part of the United Kingdom in which they live.
Accordingly:
a Consumer living in England or Wales may bring proceedings in the courts of England and Wales;
a Consumer living in Scotland may bring proceedings in the Scottish courts; and
a Consumer living in Northern Ireland may bring proceedings in the courts of Northern Ireland.
Ego Atelier will bring proceedings against a Consumer only in the courts permitted by applicable consumer and jurisdiction law.
22.3 Consumers outside the United Kingdom
A Consumer living outside the United Kingdom may have the right to bring proceedings in their local courts or rely upon mandatory local consumer law.
Nothing in these Terms & Conditions is intended to remove a right that cannot lawfully be excluded through a choice-of-law or jurisdiction provision.
22.4 Business clients
Where the client is acting wholly or mainly in the course of a trade, business, craft or profession, the courts of England and Wales will have exclusive jurisdiction over any dispute arising from the contract, unless different jurisdiction terms have been expressly agreed in writing.
22.5 Contract language
These Terms & Conditions and contracts formed under them are concluded in English.
Any translation provided is for convenience only. If a translated version differs from the English version, the English version will apply to the extent permitted by law.
23. COMPLAINTS AND DISPUTE RESOLUTION
23.1 If you have a concern or complaint, please contact us so that we have an opportunity to investigate and resolve the matter directly.
Email: sara@saraego.com
Please include your name, order or commission number, a clear description of the issue, your preferred resolution and any relevant photographs or supporting information.
23.2 We will normally acknowledge your complaint within 5 business days and aim to provide a substantive written response within 14 business days. If further investigation is required, we will explain the reason and keep you informed of our progress.
23.3 There is no charge for using our internal complaints process. Making a complaint does not prevent you from exercising any cancellation, return, refund or other statutory right available to you.
23.4 If we are unable to resolve a consumer complaint directly, our written outcome will provide any information about alternative dispute resolution required by applicable law. This will include details of an appropriate accredited alternative dispute resolution provider, where applicable, and confirmation of whether Ego Atelier is required or prepared to participate.
23.5 Unless required by law or agreed in the particular circumstances, Ego Atelier is not obliged to participate in an alternative dispute resolution procedure. Participation in alternative dispute resolution does not remove your right to seek independent advice or pursue a claim through the courts.
23.6 UK consumers may also obtain independent guidance from the Citizens Advice Consumer Service. Nothing in this section affects your statutory rights.
PRIVACY NOTICE
Last updated: 6 August 2026
Ego Atelier Ltd. respects your privacy and is committed to handling your personal information lawfully, fairly and transparently.
Ego Atelier Ltd. is a company registered in England and Wales under company number 10192635. For the purposes of applicable UK data protection law, Ego Atelier Ltd. is the data controller responsible for the personal information described in this Privacy Notice.
Registered office:
Ego Atelier Ltd.
85 Great Portland Street
First Floor
London
W1W 7LT
United Kingdom
Email: sara@saraego.com
This Privacy Notice explains what personal information we collect, how and why we use it, who we may share it with, how long we retain it and the rights available to you.
It applies when you visit www.saraego.com, contact the atelier, submit an enquiry or questionnaire, arrange a consultation, place an order, commission work, subscribe to communications or otherwise interact with Ego Atelier.
1. INFORMATION WE COLLECT
We may collect and process the following categories of personal information.
1.1 Identity and contact information
This may include your:
name;
email address;
telephone number;
billing address;
delivery address; and
account information, if you create an account on the website.
1.2 Enquiry and communication information
This may include:
information submitted through an enquiry form, questionnaire or consultation request;
emails, messages and other correspondence with the atelier;
details of your requirements, preferences and proposed commission;
consultation notes; and
records of complaints, cancellation requests, returns, aftercare enquiries or other communications.
1.3 Order and transaction information
This may include:
products or services requested or purchased;
style, size, material, colour, sole and finishing selections;
order and commission history;
quotations, deposits, payments, refunds and payment status;
delivery, tracking and returns information; and
receipts, invoices and other transaction records.
Payments made through the website are processed by secure third-party payment providers. We do not normally receive or store your complete payment-card details. We may receive limited transaction information, such as the payment status, transaction reference, card type or final digits of the card, where made available by the payment provider.
1.4 Bespoke, measurement and fit information
Where relevant to an enquiry or commission, we may collect:
footwear size and fit preferences;
physical measurements;
foot tracings or fitting records;
photographs provided for measurement, design or fit purposes;
information about previous fittings or footwear concerns; and
notes created during consultations, fittings and the making process.
You may also choose to provide information concerning an injury, disability, medical condition or mobility requirement where it is relevant to footwear fit or comfort. Information concerning health is treated as special-category personal data and receives additional protection. Please provide only information that is reasonably necessary for us to understand your footwear requirements.
1.5 Website and technical information
When you use the website, Wix and other authorised technology or analytics providers may automatically collect information such as:
your internet protocol address;
browser and device type;
operating system;
approximate location derived from your internet protocol address;
pages viewed and actions taken on the website;
dates, times and duration of visits;
the website or source that referred you to us;
cookie identifiers; and
cookie-consent and preference records.
Further information is provided in Section 9, Cookies.
1.6 Marketing information
Where applicable, we may collect your communication preferences, subscription status and records of whether you have opened or interacted with marketing communications.
1.7 Information received from other sources
We may receive limited personal information from service providers involved in fulfilling your enquiry or order, including Wix, payment providers, couriers, delivery services and professional advisers.
If another person places an order or arranges delivery on your behalf, we may receive your name, contact details, delivery address and relevant order information from that person. Anyone providing another person’s information should ensure that they are authorised to do so.
We collect only the personal information reasonably necessary for the purposes described in this Privacy Notice.
2. HOW WE USE YOUR INFORMATION
We may use your personal information for the following purposes.
2.1 Enquiries, consultations and quotations
We use your information to:
respond to enquiries and messages;
review questionnaires and consultation requests;
understand your footwear, design and fit requirements;
assess whether a proposed order or commission is within the scope and capacity of the atelier;
arrange consultations and fittings; and
prepare and discuss quotations, specifications, anticipated lead times and next steps.
2.2 Orders and commissions
We use your information to:
confirm order and commission details;
create and administer your order or contract;
record deposits, payments and refunds;
make bespoke or made-to-order pieces;
develop and retain relevant fitting, measurement, last and pattern records;
contact you if clarification or approval is required;
provide production and dispatch updates;
package, dispatch and deliver your order; and
maintain an appropriate record of the work completed.
Where you voluntarily provide health, injury, disability or mobility information relevant to footwear fit, we use it only to understand your fitting and comfort requirements and to provide the requested service. We do not use this information to provide medical advice or for unrelated marketing purposes.
2.3 Client service and aftercare
We use your information to:
respond to order enquiries;
manage cancellations, changes, returns and refunds;
provide aftercare, refurbishment and Concierge services;
investigate workmanship or delivery concerns;
handle complaints; and
respond to requests concerning your personal information or legal rights.
2.4 Payments and business administration
We use relevant information to:
confirm and reconcile payments;
administer deposits, balances, refunds and chargebacks;
maintain accounting, tax and transaction records;
work with accountants, legal advisers and other professional advisers;
prevent or investigate fraud, misuse or unlawful activity; and
comply with legal, regulatory and reporting obligations.
2.5 Website operation and improvement
We may use website and technical information to:
operate and maintain the website;
remember your cookie and website preferences;
protect the website, business and users from security threats or misuse;
diagnose technical problems;
understand how visitors use the website; and
improve website performance, content, navigation, products and services.
Where possible, we use aggregated or anonymised information for website analysis and business planning.
2.6 Marketing communications
Where permitted by law, we may use your name, email address and communication preferences to send information about atelier releases, products, services or events.
You can unsubscribe at any time by using the unsubscribe link in a marketing email or by contacting sara@saraego.com. Service communications relating to an enquiry, order or commission are not marketing messages and may still be sent where necessary.
2.7 Legal claims and protection of rights
We may use and retain relevant information where reasonably necessary to establish, exercise or defend legal claims, enforce our agreements, protect our rights or the rights of others, and respond to requests from courts, regulators or law-enforcement authorities.
We do not use personal information to make decisions based solely on automated processing that produce legal or similarly significant effects.
If we intend to use your personal information for a materially different purpose, we will explain that purpose and identify an appropriate lawful basis before beginning the new use.
3. LEGAL BASIS FOR USING YOUR INFORMATION
We must have a lawful basis for each way in which we use your personal information. Depending on the circumstances, we rely on the following lawful bases.
3.1 Contract
We process information where it is necessary to:
respond to an enquiry or take requested steps before entering into a contract;
prepare a quotation;
arrange a consultation;
accept and administer an order or commission;
take or confirm payment;
make, deliver and provide aftercare for your piece; or
perform our contractual obligations to you.
3.2 Legal obligation
We process and retain information where necessary to comply with legal obligations, including consumer-protection, accounting, tax, company, fraud-prevention and regulatory requirements, and lawful requests from courts or public authorities.
3.3 Legitimate interests
We may process information where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms.
Our legitimate interests may include:
responding to and managing enquiries;
operating and improving the atelier and website;
maintaining appropriate client and technical records;
providing client service and aftercare;
protecting the security of the website, systems and business;
preventing fraud or misuse;
understanding the performance of our website and services;
maintaining evidence of transactions and communications; and
establishing, exercising or defending legal claims.
We consider the nature of the information, the purpose of the processing, your reasonable expectations and the possible effect on you before relying on legitimate interests.
3.4 Consent
We rely on your consent where required, including for certain:
marketing communications;
non-essential cookies and similar technologies; and
uses of voluntarily provided health or mobility information.
Where electronic-marketing law permits us to contact an existing client about similar products or services without separate consent, we may rely on legitimate interests, provided that a clear opportunity to opt out was offered when the information was collected and is included in every message.
You may withdraw your consent at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.
3.5 Special-category information
Information concerning health, disability, injury or mobility is special-category personal data.
Where you voluntarily provide this information for footwear fitting or comfort purposes, we normally rely on your explicit consent in addition to an appropriate lawful basis under UK data-protection law.
Where strictly necessary, we may also process relevant special-category information for the establishment, exercise or defence of legal claims.
You are not required to provide health information. However, if relevant information is not provided, we may be unable to consider it when assessing fit or creating your footwear.
3.6 Information required from you
Certain identity, contact, order, measurement, payment and delivery information may be necessary to prepare a quotation, enter into or perform a contract, or comply with legal obligations.
If you do not provide information that is reasonably required, we may be unable to accept or fulfil your order, arrange delivery, provide the requested service or exercise our legal responsibilities.
4. SHARING YOUR INFORMATION
We do not sell or rent your personal information.
We may share limited information where reasonably necessary with:
our website, ecommerce, form and communication platform, currently Wix;
payment providers, currently including Stripe, and relevant banks or card networks;
couriers and delivery providers, including FedEx or another selected courier;
email, cloud-storage, communications and IT service providers;
website security, analytics and cookie-management providers where enabled;
specialist lastmakers, makers, suppliers or consultants involved in fulfilling a bespoke commission;
accountants, insurers, solicitors and other professional advisers;
public authorities, regulators, courts, law-enforcement bodies or tax authorities where disclosure is required or permitted by law;
a prospective purchaser, investor or professional adviser if the business or its assets are reorganised, transferred or sold, subject to appropriate confidentiality safeguards; and
other parties where you have specifically authorised the disclosure.
We limit disclosures to information reasonably required for the relevant purpose. Where practical, specialist makers and suppliers are provided with an order reference or technical information rather than unnecessary identifying details.
Service providers acting on our behalf are expected to protect personal information, use it only for the agreed purpose and comply with applicable data-protection requirements. Some providers may also process information as independent data controllers for their own legal or regulatory purposes, in which case their own privacy notices will apply.
5. INTERNATIONAL TRANSFERS
Some of our service providers operate, store information or permit authorised access from countries outside the United Kingdom. Personal information may therefore be transferred internationally, including through website hosting, payment processing, cloud storage, email, analytics or international delivery services.
Where UK data-protection law restricts a transfer, we take reasonable steps to ensure that an appropriate transfer mechanism is in place. Depending on the destination and provider, this may include:
UK adequacy regulations;
the UK International Data Transfer Agreement;
the UK Addendum to approved standard contractual clauses;
binding corporate rules;
another legally recognised safeguard; or
a permitted exception available under data-protection law.
Where required, an appropriate assessment of the transfer and the protections available in the destination country will be undertaken.
You may contact sara@saraego.com for further information about the safeguards relevant to your personal information.
6. HOW LONG WE KEEP YOUR INFORMATION
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including contractual, legal, accounting, tax, aftercare and dispute-resolution requirements.
Our usual retention periods are as follows:
Enquiries and questionnaires that do not result in an order are normally retained for up to 24 months after the last meaningful communication.
Order, contract, payment, refund, delivery, invoice and accounting records are normally retained for at least 6 years after the end of the relevant financial year or the conclusion of the client relationship.
Complaints, returns, workmanship concerns and dispute records are normally retained for up to 6 years after final resolution, or longer where a legal claim is ongoing or reasonably anticipated.
Bespoke measurements, fitting notes, last records, pattern records and related technical information are normally retained for the duration of the client relationship and for up to 7 years after the most recent completed commission.
Technical last or pattern records may be retained for longer where you have agreed that they should remain available for future commissions, aftercare or refurbishment. Personal identifiers will be removed or minimised when they are no longer necessary.
Health, injury, disability or mobility information is normally deleted within 12 months after completion of the relevant commission unless you have explicitly agreed to longer retention, the information remains necessary for aftercare, or it is required in connection with a legal claim.
Marketing contact information is retained until you unsubscribe, withdraw consent or we determine that it is no longer appropriate to contact you. A minimal suppression record may be retained after you unsubscribe so that we can respect your preference.
Cookie and website information is retained for the period stated in the applicable cookie settings or by the relevant provider.
Where information is contained in secure backups, deletion may not be immediate. It will be removed or overwritten through the normal backup cycle and will not be used for other purposes.
At the end of the applicable retention period, information will be securely deleted, destroyed or anonymised unless continued retention is required or permitted by law.
7. YOUR RIGHTS
Depending on the circumstances and the lawful basis being used, UK data-protection law may give you the right to:
request access to your personal information and obtain a copy;
ask us to correct inaccurate or incomplete information;
ask us to delete your information in certain circumstances;
ask us to restrict how your information is used;
object to processing based on legitimate interests;
receive certain information in a structured, commonly used and machine-readable format or ask for it to be transferred to another organisation;
withdraw consent where processing is based on consent; and
complain about how your personal information has been handled.
These rights are not absolute and may be subject to legal conditions or exemptions.
YOUR RIGHT TO OBJECT TO DIRECT MARKETING
You have the right to object to the use of your personal information for direct marketing at any time. If you object or unsubscribe, we will stop using your information for that purpose.
To exercise a right, withdraw consent or raise a data-protection complaint, contact:
Email: sara@saraego.com
Please state clearly what you are requesting. We may need to ask for information reasonably necessary to confirm your identity and protect your information from unauthorised disclosure.
There is normally no fee for exercising your rights. We will respond within the period required by law, normally within one month for an individual-rights request, subject to any lawful extension.
7.1 Data-protection complaints
Please use the subject line “Data Protection Complaint” where possible and explain:
what happened;
which personal information is involved;
why you are concerned; and
what outcome you are seeking.
We aim to acknowledge a data-protection complaint within 5 business days and will always do so within 30 days. We will take appropriate steps to investigate without undue delay, keep you informed where necessary and provide a written outcome.
A data-protection complaint and an individual-rights request are legally separate processes and may be subject to different response periods, even if submitted together.
You also have the right to complain to the Information Commissioner’s Office. You do not have to contact us before approaching the Information Commissioner, although giving us an opportunity to address the matter may allow it to be resolved more quickly.
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom
Telephone: 0303 123 1113
Website: www.ico.org.uk
7. SECURITY
We take reasonable and proportionate technical and organisational measures to protect personal information from accidental or unlawful loss, destruction, alteration, unauthorised access or disclosure.
These measures may include:
using reputable website, payment, email and cloud-service providers;
restricting access to information to those who reasonably require it;
using passwords, access controls and secure account authentication;
maintaining appropriate device and software security;
using secure payment-processing systems;
reviewing the information retained by the atelier; and
securely deleting or destroying information when it is no longer required.
Complete payment-card details are handled by secure payment providers and are not normally stored by Ego Atelier.
Where we use service providers, we take reasonable steps to select providers offering appropriate safeguards and to place suitable contractual or other protections in place where required.
No internet transmission or electronic-storage system can be guaranteed to be completely secure. If you believe that your account, communications or personal information may have been compromised, please contact sara@saraego.com promptly.
If a personal-data breach occurs, we will assess it and notify the Information Commissioner’s Office and affected individuals where required by law.
8. COOKIES AND SIMILAR TECHNOLOGIES
Cookies are small files or pieces of information stored on or accessed from your device when you visit a website. Similar technologies may include pixels, tags, local storage and software development tools.
This website may use the following categories of cookies and similar technologies:
Strictly necessary cookies support essential functions such as website security, page navigation, shopping baskets, checkout, account access and remembering your cookie choices.
Functional cookies remember preferences and provide enhanced website features.
Analytics and performance cookies help us understand how visitors use the website, identify technical problems and improve performance and navigation.
Marketing cookies may be used, where enabled, to measure campaigns, understand engagement or provide relevant advertising.
Cookies may be placed directly by Wix or by authorised third-party services used on the website. They may operate only during your browsing session or remain on your device for a stated period.
Except where the law permits a cookie or similar technology to be used without consent, non-essential technologies will be used only after you have made a choice through the website’s cookie banner or settings.
You can accept, reject or manage available cookie categories through the website’s cookie settings. You can withdraw or change your choice at any time. Rejecting non-essential cookies will not prevent the basic website from operating, although some optional functions may be unavailable.
You can also manage or delete cookies through your browser settings. Deleting an existing cookie does not by itself prevent a replacement cookie from being placed, so you should also update your website or browser preferences.
The website’s cookie settings should provide current information about the cookies in use, their providers, purposes and duration. Third-party services may also process information under their own privacy notices.
9. CHANGES TO THIS PRIVACY NOTICE
We may update this Privacy Notice to reflect changes to our business, website, service providers, use of personal information or applicable law.
The current version will be published on this website and the “Last updated” date at the beginning of the notice will be amended.
Where a change materially affects how we use personal information, we will take reasonable steps to bring it to your attention before the new use begins, such as by displaying a prominent website notice or contacting you directly where appropriate.
We will not use personal information for a materially incompatible new purpose without first identifying an appropriate lawful basis and providing any additional information required by law.
This Privacy Notice will be reviewed periodically and ordinarily at least once every 12 months.
Cancellation Form
If you wish to cancel an eligible order, you may notify the atelier by email using the link below.
This does not apply to bespoke or made-to-order items once production has begun, or to goods made to your specifications or clearly personalised, except where required by law.