Terms and conditions.

Last updated: 13 October 2026

These terms apply when you buy from Arthur Sleep. Please read them before you order. They explain who we are, how we sell our shoes, how you and we may change or end the contract, and what to do if there is a problem.

1.1 Who we are. arthursleep.com and our shop at Mount Street are run by Asleeptrading Limited, trading as Arthur Sleep (“Arthur Sleep”, “we”, “us”). We are a company registered in England and Wales, company number 15521461. Our registered office is 109 Snakes Lane, Woodford Green IG8 0DY, United Kingdom. Our trading address is 124 Mount Street Mews, London W1K 3NR, United Kingdom.

1.2 How to contact us. Email hello@arthursleep.com, call or message us on WhatsApp on 07822 010996 (from outside the UK, +44 7822 010996), or write to us at 124 Mount Street Mews, London W1K 3NR, United Kingdom.

1.3 How we may contact you. We will contact you by email, telephone, WhatsApp or post, using the details you gave us when you ordered.

1.4 “Writing” includes email.

2.1 These terms apply when you buy from us as a consumer: on arthursleep.com, at Mount Street, at an appointment, or by telephone, email or WhatsApp. If you are buying for a business, please talk to us first.

2.2 Some clauses apply only to certain kinds of order, for example bespoke. Where they do, we say so.

2.3 We may update these terms from time to time. The terms that apply to your order are those shown on our website on the day you order.

3.1 Ready to wear. Pairs made by hand, in deliberately small numbers, in the sizes shown on each product page.

3.2 Commission. A ready-to-wear size that is not in stock, made for you and dispatched in 2 to 4 weeks. In these terms, a Commission is treated as ready to wear, including your right to change your mind.

3.3 Bespoke. A pair made by hand at our London factory, to your own measurements and to the design we agree with you.

3.4 Personalised items. Items we personalise for you, for example with a monogram.

3.5 Gift cards and commission gifts. A gift card can be used for anything we make, online or at Mount Street. A commission gift is a bespoke pair given as a gift; the person who receives it designs the pair with us. See Gifts.

3.6 Recraft and resole. A paid service, quoted once we have seen the pair.

3.7 Pictures and colours. Leather, suede and other natural materials vary from hide to hide, and screens show colour differently, so your pair may differ slightly from the pictures.

3.8 Sizes. “Find your size” on each product page suggests a size for each style. If you are unsure, ask us before you order.

4.1 How we accept your order. Our acceptance takes place when we email you to confirm your order. The contract between you and us starts then.

4.2 If we cannot accept your order. We will tell you in writing and refund you in full. This might be because a pair is not available, because of unexpected limits on our resources, because we have found an error in the price or description, because we cannot meet a delivery date you asked for, or because we cannot send the pair to your country.

4.3 Your order number. We give every order a number. Please quote it whenever you contact us about your order.

4.4 Bespoke orders. For a bespoke pair, we confirm the agreed design, materials, price and timing to you in writing. The contract for that pair starts when we send that confirmation.

5.1 Prices. Our prices are in pounds sterling and include UK VAT at 20%. The price you pay is the price shown when you order.

5.2 VAT number. Our VAT number will be shown on our invoices once it is issued.

5.3 Other currencies. If you choose to see prices in another currency, checkout shows the converted price, and that is the price you pay. Your bank or card provider may charge you for the conversion.

5.4 Orders sent outside the UK. UK VAT is not charged on orders sent outside the UK, where the law allows. Import duties and taxes in the destination country are yours to pay. They are payable on delivery, unless they are shown and charged at checkout.

5.5 If the rate of VAT changes between the day you order and the day we deliver, we will adjust the VAT you pay, unless you have already paid in full.

5.6 If we get the price wrong. We check prices before we accept an order. If the correct price is lower than the price shown, we charge the lower price. If it is higher, we contact you for your instructions before we accept the order. If we accept an order where the error was obvious and you could reasonably have recognised it, we may end the contract, refund you what you have paid and ask for the pair back.

5.7 How you pay. You can pay with the methods shown at checkout. Ready-to-wear orders, Commissions included, are paid in full when you order. For bespoke orders, we agree how and when you pay with you, in writing, before making begins (clause 9.3).

5.8 Promotional codes. A code can be used only by the person it was given to, has no cash value, cannot be combined with another code or offer, and must be used by any date stated. A code cannot be added after an order has been placed.

5.9 Price changes. We may change our prices at any time. A change does not affect an order we have already confirmed.

5.10 Fraud checks. We, and our payment providers, may check the details of an order to prevent fraud. This is not a credit check.

6.1 Cost. The delivery charge is shown at checkout before you pay. Our current charges are in our Shipping policy. Delivery in the UK is complimentary.

6.2 Timing. In-stock ready-to-wear pairs are dispatched within 2 to 3 working days, Commissions in 2 to 4 weeks, and bespoke pairs at the time we agree with you. If we do not deliver within the time agreed, or within 30 days where no time was agreed, you have the rights the Consumer Rights Act 2015 gives you.

6.3 Collection. You can collect your order from our Mount Street shop. We will tell you when it is ready.

6.4 Exotic materials. Pairs in crocodile, alligator, python or ostrich travel outside the UK with a CITES permit, which we prepare for each pair. We confirm the timing with you when you order. If the law of your country does not allow us to send the pair, we will tell you and refund you in full.

6.5 Delays outside our control. If an event outside our control delays your order, we will contact you as soon as possible and take steps to reduce the delay. We are not responsible for delays caused by such an event. If there is a risk of substantial delay, you may contact us to end the contract and receive a refund for anything you have paid for and not received.

6.6 If no one is in. If no one can take delivery and the parcel cannot be left safely, DHL will contact you to rearrange delivery or collection.

6.7 If you do not rearrange delivery. If, after a failed delivery, you do not rearrange delivery or collect the parcel, it will come back to us. We will contact you, and we may charge you the cost of sending it again. If, despite reasonable efforts, we cannot reach you or rearrange delivery, we may end the contract and clause 11.2 will apply.

6.8 Responsibility. A pair is your responsibility from the time it is delivered to the address you gave us, or from the time you collect it.

6.9 Ownership. You own a pair once we have received payment in full.

7.1 Before dispatch. You may cancel a ready-to-wear order, Commissions included, at any time before it is dispatched. We will refund you in full, including any delivery charge.

7.2 After delivery. You have 14 days from the day you, or someone you name, receives a ready-to-wear pair, Commissions included, to change your mind. If an order arrives in more than one delivery, the 14 days run from the day the last pair arrives.

7.3 How to tell us. Tell us clearly within that period, by email, WhatsApp, telephone or post (clause 1.2). You may use the model cancellation form at the end of these terms, but you do not have to.

7.4 Sending the pair back. Send the pair to Arthur Sleep, 124 Mount Street Mews, London W1K 3NR, United Kingdom, within 14 days of telling us, or bring it to the shop. Return postage is yours to pay. The pair is your responsibility until it reaches us, so we recommend a tracked service. From outside the UK, please mark the parcel “Returned goods”; any customs charges on a return are yours to pay.

7.5 Condition. Please try the pair on indoors, on a clean, soft floor, and return it unworn and in its original packaging. If the value of the pair has fallen because it was handled more than would be allowed in a shop, we may reduce your refund to reflect that. If we refund you before we inspect the pair and then find such handling, you must pay us that amount.

7.6 Your refund. We refund the price and the original standard delivery charge, where you paid one, within 14 days of receiving the pair back, or of your showing us proof that you have sent it, whichever is sooner. We refund you to the payment method you used. Import duties and taxes you paid in your own country were not paid to us, and we cannot refund them.

7.7 Exchanges. You may exchange a ready-to-wear pair for another size, if it is in stock, or as a Commission. We send the new pair when the first reaches us.

7.8 More detail. Our Refund policy explains returns and exchanges step by step.

8.1 Bespoke and personalised items. Bespoke pairs, and items personalised for you (for example with a monogram), are made to your specification. You cannot cancel them or return them because you have changed your mind (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 28(1)(b)).

8.2 Gift cards and commission gifts. These are not refundable. They can be passed to someone else, and a commission gift can also be used against ready to wear.

8.3 Your rights if a pair is faulty or not as described are not affected (clause 10).

9.1 Your first appointment. We meet you at Mount Street, at your home, or by video call. You can also order bespoke by post, using our fit kit.

9.2 The design. We agree the design, materials, price and timing with you, and confirm them in writing (clause 4.4). We can work to a date that matters to you.

9.3 Payment. We agree how and when you pay with you, and confirm it in writing with the design (clause 4.4).

9.4 Cancelling a bespoke order. Once the design is agreed and making has begun, a bespoke order cannot be cancelled, except as the law allows (for example, if we do not make the pair as agreed). Before then, you may cancel by telling us; we confirm in writing what we refund when we agree the design with you.

9.5 Fittings and fit. We fit the pair with you. We adjust it until the fit is right, and we pay the postage both ways.

10.1 Your legal rights. We must provide pairs that are as described, of satisfactory quality and fit for their purpose. Under the Consumer Rights Act 2015, in summary: within 30 days of delivery you may reject a faulty pair for a full refund; within 6 months, if a fault cannot be repaired or the pair replaced, you are entitled to a full refund in most cases; and for up to 6 years (5 years in Scotland) you may be entitled to a repair, a replacement or some money back. This is a summary only. Citizens Advice (citizensadvice.org.uk, or 0808 223 1133) can tell you more. Nothing in these terms affects these rights.

10.2 Tell us. Please tell us about a fault as soon as you can, with photographs if possible. We pay the cost of returning a pair that is faulty or not as described.

10.3 Our promise. Every pair can be recrafted and resoled in our London factory for as long as you wear it. Faults in the making are put right at no charge for 12 months. This promise is in addition to your legal rights, and it passes to anyone you give the pair to.

10.4 Wear. Soles, heels and linings wear with use. Normal wear is not a fault; recrafting and resoling is a paid service, quoted once we have seen the pair. See Recraft and resole.

10.5 Care. We are not responsible for damage you could have avoided by following the care advice we gave you.

11.1 We may end the contract if you break it. We may end the contract by writing to you if: (a) you do not pay us when payment is due, and still do not pay within 7 days of our reminding you; (b) you do not, within a reasonable time of our asking, give us information we need to make or supply your pair, for example your measurements; or (c) you do not, within a reasonable time, allow us to deliver the pair or collect it.

11.2 What happens then. We will refund any money you have paid for anything we have not supplied, but we may deduct, or charge you, reasonable compensation for the net costs we incur because you broke the contract.

11.3 If we stop making a product. We may write to tell you that we are ending the contract for a product we can no longer supply. We will refund you in full for anything you have paid for and not received.

12.1 We are responsible for foreseeable loss and damage caused by us. If we do not keep to these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking the contract or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if both of us knew it might happen when the contract was made. We are not responsible for loss or damage that is not foreseeable.

12.2 We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or that of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; and for breach of your legal rights in relation to the products.

12.3 Business losses. We supply our products for private use. If you use them for a commercial, business or resale purpose, we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

13.1 We use your personal information only as set out in our Privacy policy.

14.1 If you are unhappy with anything, please tell us first (clause 1.2). We will try to put it right quickly.

14.2 If we cannot settle a complaint between us, we will tell you the name of an alternative dispute resolution provider, and whether we agree to use it.

14.3 These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. If you live outside the UK, you keep the protection of the consumer laws of your own country that cannot be excluded.

15.1 We may transfer this contract to another organisation. We will tell you in writing if this happens, and we will make sure that the transfer does not affect your rights.

15.2 You may transfer your rights under these terms to someone else only with our written agreement, except that our promise in clause 10.3 passes with the pair.

15.3 This contract is between you and us. No one else has any right to enforce its terms, except someone to whom our promise in clause 10.3 has passed.

15.4 If a court finds part of these terms unlawful, the rest will stay in force.

15.5 If we do not insist straight away that you do something you are required to do under these terms, or if we delay in taking steps, we may still require you to do it later.

16.1 These clauses apply to everyone who uses arthursleep.com. We may change them by publishing new terms on the website.

16.2 We do not guarantee that the website, or anything on it, will always be available or uninterrupted. We may suspend, withdraw or restrict any part of it for business or operational reasons.

16.3 We own, or are licensed to use, all intellectual property rights in the website and in the material on it, including photographs, drawings and text. All such rights are reserved.

16.4 You may not use any part of the content on the website for commercial purposes without a licence from us or our licensors. If you copy or download any part of the website in breach of these terms, your right to use the website ends immediately, and you must return or destroy any copies you have made.

16.5 The content of the website is for general information. We make reasonable efforts to keep it up to date, but we do not promise that it is accurate, complete or current.

Complete and return this form only if you wish to cancel a ready-to-wear order, Commissions included.

To: Asleeptrading Limited, trading as Arthur Sleep, 124 Mount Street Mews, London W1K 3NR, United Kingdom. Email: hello@arthursleep.com

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:

Ordered on* / received on*:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

* Delete as appropriate.