TERMS & CONDITIONS
These Terms & Conditions apply to the use of this website and to enquiries, orders, purchases, commissions, and services provided by Ego Atelier Ltd.
Please read them carefully before submitting an enquiry, placing an order, or commissioning work from the atelier.
1. About Ego Atelier
This website is owned and operated by Ego Atelier Ltd., a company registered in England and Wales.
Registered office:
Ego Atelier Ltd.
85 Great Portland Street
First Floor
London
W1W 7LT
United Kingdom
For enquiries regarding these Terms & Conditions, orders, commissions, or this website, please contact:
Email: sara@saraego.com
2. Definitions
In these Terms & Conditions:
“Ego Atelier”, “we”, “us”, or “our” refers to Ego Atelier Ltd.
“Client”, “you”, or “your” refers to the person using this website, submitting an enquiry, placing an order, or commissioning goods or services.
“Bespoke” refers to footwear created through an individual commission, including the development of a last, pattern, material selection, and design specification for the client.
“Atelier Edit” refers to curated footwear or objects offered by Ego Atelier, which may be available either made-to-order or for immediate acquisition.
“Made-to-order” refers to an item produced after order confirmation, using an existing last, defined size range, and agreed design or material options.
“Immediate acquisition” refers to an item that is already made and available for purchase at the time of order.
3. Use of this website
You may use this website for lawful purposes only.
All content on this website, including text, images, graphics, photographs, product descriptions, design language, branding, layout, and visual material, is owned by or licensed to Ego Atelier Ltd.
You may not copy, reproduce, modify, distribute, publish, or use any content from this website for commercial purposes without prior written permission.
4. Accuracy of website content
We take care to ensure that the information on this website is accurate, considered, and up to date.
Due to the nature of handcrafted, bespoke, and made-to-order work, certain details may vary, including materials, availability, lead times, finish, colour, texture, and pricing.
Images are provided to represent the character, materiality, and construction of the work. Slight variations may occur due to lighting, natural materials, handcraft, screen settings, or the individual nature of the making process.
5. Enquiries, questionnaires, and order requests
Submitting a questionnaire, enquiry, or order request does not automatically create a contract between you and Ego Atelier.
For bespoke commissions and made-to-order pieces, we will review your request and, where appropriate, confirm details, pricing, lead times, materials, and next steps.
A legally binding contract is created only when:
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the details of the order or commission have been confirmed by us;
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the required payment, deposit, or consultation fee has been received; and
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we have issued written confirmation accepting the order or commission.
We reserve the right not to accept an enquiry, order, or commission where the request falls outside the scope of the atelier, where materials are unavailable, where capacity is limited, or where we are unable to fulfil the work to the standard required.
6. Pricing
Prices are shown in pounds sterling.
Bespoke footwear pricing is guided by material selection, pattern complexity, sculptural detail, customisation, and atelier lead times. Final pricing will be confirmed in writing before a commission is accepted.
As part of the bespoke process, a pair of lasts may be created specifically for your feet and chosen style. Where applicable, the one-time last-making fee will be included within the final quotation.
Future pairs made on the same last and pattern are priced according to materials, components, and production only.
Atelier Edit pricing will be stated on the relevant product or order page, or confirmed directly where a request-based process is used.
Prices may change from time to time, but changes will not affect an order already accepted by us.
7. Payment
Payment terms will be confirmed before an order or commission is accepted.
For bespoke commissions, a deposit may be required before work begins. The remaining balance will be due according to the terms confirmed at the time of quotation.
For made-to-order pieces, payment or deposit requirements will be confirmed before production begins.
For immediate acquisition pieces, payment may be required in full before dispatch.
Where payment is not received when due, we reserve the right to delay, pause, or cancel the order or commission.
8. Bespoke consultations
Where a bespoke consultation is arranged, any consultation fee, meeting-space cost, travel cost, or associated fee will be confirmed in advance.
Where stated, consultation fees may be credited toward the final bespoke commission. This will be confirmed before the consultation is booked.
A bespoke quotation cannot be finalised until the client’s requirements, measurements, design direction, material choices, and construction complexity have been reviewed.
9. Bespoke lasts
Bespoke lasts are created as working tools of the atelier in order to develop and make the client’s footwear.
The last-making fee reflects the design, development, labour, and technical work required to create the last for the commission.
Unless otherwise agreed in writing, bespoke lasts remain the property of Ego Atelier and are retained by the atelier for future work.
10. Lead times
Lead times vary depending on the nature of the work, material availability, complexity, and current atelier schedule.
Bespoke footwear may take several months to complete. Estimated timings will be discussed following consultation and confirmed as part of the quotation or commission process.
Made-to-order pieces are usually produced within the timeframe stated on the relevant product or order page, or as confirmed directly by the atelier.
All lead times are estimates unless expressly confirmed otherwise in writing.
We are not responsible for delays caused by circumstances beyond our reasonable control, including material delays, shipping delays, supplier delays, illness, courier issues, customs delays, or events outside the atelier’s control.
11. Order details and client responsibility
You are responsible for ensuring that all information provided to us is accurate, including measurements, sizing details, contact details, delivery information, and design preferences.
Where measurement instructions are provided, they should be followed carefully. Incorrect measurements or incomplete information may affect the fit, timing, or completion of the order.
Before production begins, we will confirm the relevant details of the order or commission. Once production has begun, changes may not be possible.
12. Cancellation and changes
12.1 Bespoke commissions
Bespoke commissions are created to the client’s individual specifications and are therefore not standard returnable goods.
Once a bespoke commission has been confirmed and production has begun, cancellation, return, or exchange is not usually possible.
Where work has not yet begun, any cancellation request will be considered on a case-by-case basis. Any refund may be reduced to reflect consultation time, design work, pattern work, material sourcing, last-making, supplier costs, or other work already undertaken.
12.2 Atelier Edit made-to-order pieces
Atelier Edit made-to-order pieces are produced after order confirmation and are made according to the selected style, size, material, finish, or agreed specification.
Once production has begun, cancellation, return, or exchange is not usually possible.
Where production has not yet begun, cancellation requests may be considered on a case-by-case basis.
12.3 Immediate acquisition pieces
For Atelier Edit pieces purchased online and available for immediate acquisition, you may have the right to cancel within 14 days of receiving the item, subject to the return conditions set out below.
12.4 Early production at client request
Where you expressly request that work begins before any applicable cancellation period has expired, you acknowledge that production may begin immediately and that cancellation rights may be affected once work has commenced.
13. Returns and exchanges
13.1 Bespoke and made-to-order pieces
Bespoke and made-to-order pieces are created specifically for the client and are not usually eligible for return or exchange once production has begun.
This does not affect your statutory rights if an item is faulty, not as described, or not made with reasonable care and skill.
13.2 Immediate acquisition pieces
Atelier Edit pieces purchased online and available for immediate acquisition may be returned within the applicable legal return period, provided they are:
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unworn;
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undamaged;
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unmarked;
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returned with all original packaging, dust bags, inserts, labels, and accessories;
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returned in the condition in which they were received.
Shoes should only be tried on indoors, on a clean, soft surface. Returns may be refused or reduced where soles are marked, the item has been worn, or the value has been reduced by handling beyond what is necessary to assess the item.
You must notify us of your wish to return within 14 days of receiving the item and return the item within 14 days of notifying us.
13.3 Return shipping
Return shipping costs are the responsibility of the client unless the item is faulty or we have agreed otherwise in writing.
You are responsible for ensuring that returned items are securely packaged and returned using a tracked and insured service. We cannot accept responsibility for returned items lost, delayed, damaged, or sent to the wrong address.
13.4 Refunds
Where a return is accepted, refunds will be issued to the original payment method within 14 days of receiving the returned item or receiving proof that the item has been sent back.
Where standard delivery was paid at the time of purchase, standard delivery costs will be refunded where required by law. Enhanced or expedited delivery costs will not be refunded beyond the standard delivery amount.
14. Faults or workmanship concerns
Each pair is made with careful attention to construction, materials, and longevity.
If you believe there is an issue relating to workmanship, please contact the atelier as soon as possible with your order details and clear photographs of the concern.
Each issue will be assessed individually. Where a fault is confirmed, we will address it appropriately, which may include repair, replacement, refund, or another remedy depending on the nature of the issue.
Damage caused by wear, misuse, accident, unsuitable storage, damp conditions, pets, improper care, third-party repair, or failure to follow care guidance is not considered a workmanship fault.
This does not affect your statutory rights.
15. Care, use, and storage
Clients are responsible for wearing footwear appropriately and with regard to the style, heel height, sole, surface, weather conditions, and environment in which the shoes are worn.
Ego Atelier is not responsible for injury, damage, or loss caused by misuse, unsuitable wear, failure to follow care guidance, accidental damage, third-party alteration, or circumstances unrelated to workmanship or materials.
Footwear should be stored in a dry environment, away from excessive heat, damp, direct sunlight, and conditions that may damage leather, fabric, structure, or components.
Natural materials may change with wear and time. This is part of the character of handcrafted footwear and does not necessarily indicate a fault.
16. Concierge and refurbishment services
Ego Atelier offers refurbishment and aftercare services through its Concierge.
The first refurbishment may be offered complimentary where applicable. Shipping costs remain the responsibility of the client unless otherwise agreed in writing.
Future refurbishments, additional work, specialist repairs, and shipping will be charged to the client and quoted on a case-by-case basis.
Refurbishment may include services such as replacement lifts, insole sock renewal, minor leather restoration, polishing, and other work appropriate to the condition and construction of the piece.
We reserve the right to decline refurbishment where the item is too damaged, has been altered by another party, has been stored improperly, or falls outside the scope of what the atelier can responsibly undertake.
17. Shipping and delivery
Orders may be shipped within the United Kingdom and internationally, subject to confirmation.
Shipping costs, timelines, courier options, and dispatch details will be confirmed before dispatch where applicable.
International clients are responsible for any customs duties, import taxes, brokerage fees, or local charges due upon receipt.
We are not responsible for delays caused by customs, courier disruption, incorrect delivery information, or circumstances outside our reasonable control.
18. Website availability and security
We aim to keep this website available and functioning properly, but we cannot guarantee uninterrupted access.
We take reasonable care to ensure that the website is free from viruses or harmful material, but we cannot guarantee that use of the website will be free from risk.
You are responsible for using appropriate security software and devices when accessing the website.
19. Liability
Nothing in these Terms & Conditions limits or excludes our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.
We are responsible for foreseeable loss or damage caused by our breach of these Terms & Conditions or by our failure to use reasonable care and skill.
We are not responsible for business losses, including loss of profit, loss of revenue, loss of data, or business interruption.
20. Events outside our control
We will not be liable for delay or failure to perform our obligations where this is caused by events outside our reasonable control.
This may include supplier delays, courier disruption, illness, severe weather, customs delays, strikes, accidents, fire, flood, pandemic, government action, or other circumstances beyond our reasonable control.
21. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time.
The version that applies to your order or commission will be the version in force at the time the contract is formed, unless a change is required by law or agreed between us.
22. Governing law and jurisdiction
These Terms & Conditions are governed by the laws of England and Wales.
The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights that apply in your place of residence.
All contracts are concluded in English.
23. Complaints
If you have a concern or complaint, please contact us first so that we can try to resolve the matter directly.
Email: sara@saraego.com
If a dispute cannot be resolved directly, you may be able to use an alternative dispute resolution service where appropriate.
Privacy Notice
Ego Atelier Ltd. respects your privacy and is committed to protecting your personal information.
This Privacy Notice explains how we collect, use, store, and protect personal information when you use this website, submit an enquiry, place an order, commission work, or communicate with the atelier.
1. Information we collect
We may collect personal information including:
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your name;
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email address;
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telephone number;
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delivery address;
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billing address;
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enquiry details;
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order details;
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measurements or fit information provided for footwear purposes;
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payment information, where processed through a secure payment provider;
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correspondence with the atelier;
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website usage information through cookies or analytics tools.
2. How we use your information
We use your information to:
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respond to enquiries;
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review bespoke questionnaires;
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provide quotations;
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process orders;
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arrange consultations;
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make, dispatch, and deliver goods;
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provide aftercare and refurbishment services;
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manage client relationships;
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maintain business records;
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improve the website and services;
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comply with legal, tax, accounting, and regulatory obligations.
3. Legal basis for using your information
We process personal information where it is necessary:
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to take steps before entering into a contract;
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to perform a contract with you;
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to comply with legal obligations;
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for our legitimate business interests, such as responding to enquiries, managing client relationships, and improving our services;
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where you have given consent, such as subscribing to release notices or marketing communications.
You may withdraw consent to marketing communications at any time.
4. Sharing your information
We do not sell your personal information.
We may share information where necessary with trusted service providers, including:
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website hosting providers;
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payment processors;
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couriers and delivery providers;
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professional advisers;
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accountants;
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IT or email service providers;
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legal or regulatory bodies where required.
We only share information where necessary and appropriate.
5. International transfers
Where services or providers are located outside the United Kingdom, your personal information may be transferred internationally.
Where this occurs, we will take appropriate steps to protect your information in accordance with applicable data protection laws.
6. How long we keep your information
We keep personal information only for as long as necessary for the purpose for which it was collected.
Order, payment, tax, and business records may be retained for legal, accounting, and regulatory reasons.
Enquiry information may be retained for a reasonable period to allow us to respond, manage client relationships, and refer to previous correspondence where appropriate.
7. Your rights
Under UK data protection law, you may have rights including the right to:
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access the personal information we hold about you;
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request correction of inaccurate information;
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request deletion of your information in certain circumstances;
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object to certain uses of your information;
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request restriction of processing;
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request transfer of your information;
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withdraw consent where processing is based on consent.
To exercise your rights, please contact:
We may need to verify your identity before responding.
8. Security
We take reasonable steps to protect personal information from unauthorised access, loss, misuse, alteration, or disclosure.
However, no online transmission or storage system can be guaranteed as completely secure.
9. Cookies
This website may use cookies and similar technologies to support website functionality, understand website use, improve performance, and provide a better browsing experience.
You can manage or disable cookies through your browser settings. Some parts of the website may not function properly if cookies are disabled.
Where required, cookie preferences may also be managed through the website’s cookie banner or settings.
10. Changes to this Privacy Notice
We may update this Privacy Notice from time to time.
The latest version will be published on this website.
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.