Terms & Conditions

By accessing this website you agree to these terms and conditions (Agreement). If you do not agree to them, you may not utilise and access this website. This Agreement constitutes the entire and only agreement between us and you, and supersedes all prior or contemporaneous agreements, representations, warranties and understandings with respect to the Site, the content, free product samples or freebie offers or services provided by or listed on the Site, and the subject matter of this Agreement. This Agreement may be amended by us at any time and at any frequency without specific notice to you. The latest Agreement will be posted on the Site, and you should review this Agreement prior to using the Site. The XALF website is provided solely for your personal, non-commercial use. You may not use this website and photo for any commercial purpose without prior consent.

Copyright

The content, organization, graphics, design, and other matters related to the Site are protected under applicable copyrights and other proprietary laws, including but not limited to intellectual property laws. The copying, reproduction, use, modification or publication by you of any such matters or any part of the Site is strictly prohibited, without our express prior written permission.

Registration

Registration is required to enable purchases to be made on XALF online. When you register you are required to provide information about yourself that is true, accurate, current, and complete in all respects.

How To Purchase

In order to make purchases on the XALF you will be required to provide your personal details. In particular, you must provide your true name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that and verify that they billing information provided is accurate.

Delivery

What are the delivery times?
Once you have submitted your order to us, our craftsmen will then make your shoes to your design requirements and ship them to your waiting feet. This process normally takes us around 4 weeks to complete, then an additional 2-4 days for delivery. If you're concerned about your shoes reaching you in time, just contact us and we'll look into this for you.

XALF Design aims to deliver the product to the indicated delivery address provided by the customer. We will not be be held responsible nor will a refund be reimbursed if the address provided is inaccurate. Delivery time will approximate that indicated upon confirmation of order. However, standard deviations should be accounted for on an exact date on submission of order. On delivery, you will be required to sign for delivery for defects and damages on your product.

What if I need more shoes more quickly?
If you have a special occasion/event coming up that you need your shoes for, please contact us to let us know when you place your order. It's not always possible to get shoes to you more quickly, but we will do our absolute best to help you.

Although our technicians will work as fast as they can on your shoes, it's not possible to craft and deliver them more quickly than two weeks. This is to ensure we keep the quality of your shoes up to our high standards.

What about customs, taxes etc.?
Every country has different rules and regulations regarding import, the prices on our website are thus without taxes. According with laws, the value we state on our shipments is the production value of the shoes (only possible for some countries), which is lower than the list price. You can contact the customs office in your home country to find out how much you will have to pay. Most of our items arrive at the customer without additional taxes to be paid.

Return

Items purchased from XALF are eligible for a full refund or exchange if returned within 21 days of the date you received your item. A small number of heavily discounted items may be marked SALE, in which case they are not eligible for refund or exchange.

For international and domestic customers, shipping costs will not be refunded and we will not bear the return cost. Do keep your item in its condition prior to return. Shoes scuff very easily on any hard surface. Always try on shoes on carpet. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with the shoe. And your return may not be accepted if the box is damaged.

Shoes that don't fit
One of the best things about custom shoes is having them tailored to fit. If you receive your shoes and they don't fit right, please contact us as soon as you can within 21 days of receiving your order. As long as they're in an unworn condition, we'll happily remake them free of charge in a different size.

If you have any questions about the fit of your shoes, please contact us.

Who pays for the return shipping?
Customers are responsible for the returns shipping costs, but we will issue a coupon up to USD35 for a future order to compensate for the costs. Please understand that offering free returns would lead to a price increase. We are offering our shoes at the lowest possible cost and pass on all cost advantages to our customers.

How do I return my shoes?
If you need to return your shoes then it is really simple. Just contact us to let us know you would like to return them and why. We will then send you details on how to do this and any other next steps to take.

Can I have a refund?
All you need to do is contact us to help us understand what went wrong, and then we'll get in touch with the next steps. We are delighted to refund you in full within 60 days of your purchase.

How to Send Back Your Return or Exchange

Send exchanges and returns to:

XALF Design
Level 28, The Gardens South Tower,
Mid Valley City, Lingkaran Syed Putra,
59200 Kuala Lumpur, Malaysia.

Colours

We have made every effort to display as accurately as the colour scheme of our products that appear online. However, as computer monitors resolutions vary, we cannot guarantee that your monitor’s display of any colour will be exactly as that of the physical shoe.

Sizing

We make our shoes in European sizes. We'll convert your size to the nearest European half size when we make your shoes. Just select your normal shoe size or the size you wear most often once you reach checkout. If you're really stuck and do not know which to choose, add a comment in your order and let us know what sizes you usually wear and how you find them to fit. Then we'll get in touch to suggest the most appropriate size for the style you've designed.
shoes size

If I have my own design?
It is sometimes possible for us to make shoes outside these ranges, but we would need to make up new shoe moulds so it takes a bit longer and is a little more expensive.

We will quote you a fair price in case there is a significant additional amount of time and/or material involved. You can also supply us with photos as design guidelines, but we do not make 1:1 copies of existing designs from other manufacturers.

If you would like us to make you an extra small or large shoe please contact us or drop us an email at info@xalfdesign.com and we will be happy to assist and discuss this with you.

If I measure my feet or send you a drawing of them?
Measuring and drawing around feet accurately is rather difficult to do without proper training. Everyone has different methods to measure and draw around their feet and so our technicians find these quite difficult to work with.

What about narrow/wide feet?
We can make our shoes narrower or wider for you, that's not a problem. When you place your order and reach our checkout page you'll have the opportunity to tell us some information about your feet like. Please contact us if you have any queries.

Shoes Tips

What can I do if my shoes are a bit tight?
If your new shoes are a little tight, then stretching is a great way to make them wearable more quickly. You can take your shoes to a local cobbler who will be able to stretch your shoes by up to half a size to make them much more comfortable.

What if my shoes are not right?
We aim to satisfy our customers. Get in contact with us via info@xaldesign.com and we will work it out. In the rare case a shoe does not fit and cannot easily be fixed by a local cobbler, we will remake the shoe for you at no additional cost.

If the fit is really off and cannot be fixed, a full refund is also a possibility. Return the shoes to us and we will refund you once we receive the shoes.

Please understand we cannot accept returns because e.g. you don't like the colour or the style. As all our shoes are custom made, we cannot simply resell them. This is especially true for special requests such as spade soles or different toe shapes. We would really appreciate your understanding.

Payment

We gladly accept Visa, MasterCard, American Express, Discover or regular account payments, all through PayPal and most of the local banking in Malaysia.

PayPal Acceptance Markpayment channel

How secure is this store?
We use PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Definitely the safest way to pay online.

Other method to place order
We also accept bank transfers/deposits via Maybank or Public Bank, just click Contact to find out more.
You may also place your order through fax. The credit/debit card that is being used must be yours. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment, we will not be liable for any delay or non-delivery of your order. We also reserve the right to cancel your order. For first time online customers, we may request that shipping be to the credit card billing address only.

By submitting an order to us through our website you represent and warrant that the payment details provided on your order are valid and correct and that when your order is accepted and processed by us, payment will be made in full.

Privacy Policy

Your privacy is always guaranteed when you purchase in XALF website. We will NEVER release any of your personal information to third parties and you will never receive unwanted emails.

Shipping Information

EACH SHOE ARE ORDER TO MAKE, WE MAKE SURE EVERY SHOES ARE PREFECT TO OUR CUSTOMER.

Delivery Rates

FREE SHIPPING THROUGHOUT MALAYSIA.
RM 90 – Singapore
RM 150 – Brunei, Hong Kong, Indonesia, Macau, Philippines, Taiwan, Thailand
RM 170 – Australia, China, South Korea, New Zealand, Sri Lanka, Vietnam
RM 190 – USA, Canada
RM 215 – Belgium, France, Germany, India, Italy, Monaco, Portugal, Spain, Switzerland, UK
RM 265 – Austria, Greece, Russian, Saudi Arabia, Turkey, UAE
RM 400 – Brazil, Mexico, South Africa
Email us if you can't find your country delivery rate. Thank you.

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