Terms & conditions

At The Shoe Doctor DXB, our top priority is ensuring complete customer satisfaction. If, for any reason, you are not entirely satisfied with our service, please don't hesitate to reach out to us. We believe in putting the pep back in your step, and if we can't achieve that, your cleaning is on us.

We are pleased to offer cleaning services for shoes, bags, and caps, as well as restoration services, subject to your compliance with the following terms and conditions. By using our shoe, bags, and caps treatment and sole restoration services, you indicate your acceptance of these terms and conditions. If you do not agree with these terms, please inform us and discontinue using our services.

General Provisions:

  • The Shoe Doctor DXB reserves the right to decline cleaning or restoring any shoes, bags, or caps. We cannot guarantee the removal of all stains, such as wine, coffee, blood, oil/grease, paint stains, or material/dye bleeding, as well as pre-existing damage or defects.
  • On assessing your items, further work may be required that has not been booked. The Shoe Doctor DXB will contact you to discuss further required work.
  • We are not responsible for any loss or damage to personal or non-cleanable items. Customers are advised not to leave other items with The Shoe Doctor DXB. Unclaimed shoes, bags, or caps will be held for a maximum of 14 days unless prior arrangements have been made. After this grace period, unclaimed items will be donated to charity.

Damage Policy:

  • The Shoe Doctor DXB makes every effort to provide a high-quality cleaning service. However, we accept no liability for damage resulting from routine cleaning without specific care instructions or items treated according to provided care labels or instructions.
  • We are not responsible for sneaker materials bleeding or undergoing changes, such as suede dye, as a result of regular sneaker treatment procedures. We will take precautions to minimise such issues whenever possible.
  • If you decide to have your items collected and sent to us, it is the customer's responsibility to pack the items safely and securely for safe transportation. We recommend placing them in a shoe box, bag, or secure packaging. Please note that the outer packaging may experience creasing during transport, so we advise against using something you wish to keep in pristine condition.
  • Claims for lost or damaged items must be made within two days of customer collection, pick-up, or delivery. The Shoe Doctor DXB denies any responsibility for claims made after this timeframe.
  • If you choose to have your items left at your property when returning them to you, The Shoe Doctor DXB will not be held responsible for any damage or loss that may occur while in your possession or property.

Lost or Damaged Items Reimbursement Policy:

In extreme cases where we cannot find a satisfactory resolution, our reimbursement policy may be applicable. Please note that this is a last resort after exhausting all other options, including contacting the manufacturers of the items for further investigation. Proof of the issue will be required from the manufacturer to continue our investigations.

Any reimbursement shall not exceed the lower amount of the following:

  • Three times our charge for shoe cleaning or sole restoration, regardless of brand or condition.
  • With an original receipt and proof of payment, the replacement value of the garment(s) is as follows: 75% if purchased within the last 30 days, 50% if purchased within the last 31 to 120 days and 25% if purchased within the last year (Should payment for this occur, the item(s) will become the property of The Shoe Doctor DXB. It will not be returned to the customer).
  • The Shoe Doctor DXB is not liable for reimbursing new items purchased by the customer to replace lost or damaged items. We have no obligation to refund any amounts paid by the customer but may choose to do so at our discretion

If you have any questions or require further clarification regarding our policies, please don't hesitate to contact us. We value your trust and strive to provide exceptional service.