General terms
and conditions

Our terms

1. These terms

1.1 What these terms cover. These are the terms and conditions on which we supply products, accessories, and services to you.

1.2 Why you should read them.

Please read these terms carefully before placing your order with us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact our customer services co-ordinator on +44 (0) 207 930 3664 or by emailing us at to discuss.

2. Information about us and how to contact us.

2.1 Who we are.

We are John Lobb Limited, a company registered in England and Wales. Our company registration number is 01072595 and our registered office is at 9 St. James’s Street, London SW1A 1EF which is also the address of our shop.  Our registered VAT number is 240 6447 78.

2.2 How to contact us.

You can contact us by telephoning us at +44 (0) 207 930 3664, by writing to us at 9 St. James’s Street, London SW1A 1EF or by emailing us at

2.3 How we may contact you.

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

2.5 Interpretation.  

General words such as ‘including’ and ‘for example’ shall not have prescriptive meanings by reason of the fact that they are followed by particular examples intended to be embraced by those general words.

3. Our contract with you

3.1 How we will accept your order.

Our acceptance of your order will take place when we tell you that we have accepted your order or when we supply you with the product, accessory, or service.  For non-bespoke products and accessories offered in our shop or via our website or over the telephone, this takes place at the time you place the order.  For bespoke products and accessories, this takes place at or after the initial consultation.  For services (including repairs and adjustments) this takes place when we have completed the works, unless you have told us in writing that you would like us to estimate the price or obtain your approval for any work to be undertaken, in which case, acceptance will take place when you approve the estimate or authorise the work.

3.2 Orders with estimated prices.  

If we have provided an estimated price for any goods, product, or service, you agree that the actual price which you will have to pay may be higher or lower than the estimate.  Similarly, we sometimes discover further work is needed to make the goods or product or to carry out a service with cost implications for you.  We will sometimes carry out the further work anyway so if this causes you concern, you must tell us in writing that you wish to set a cap on the cost or that you wish to approve any additional work, in which case we will not exceed the cap or carry out the additional work without obtaining your authority to do so.

3.3 If we cannot accept your order.

We have been striving to grace the feet of discerning customers for three centuries but occasionally we are unable to accept orders for our products and services.  This may happen for a variety of reasons including (i) territorial restrictions on where we can visit or take orders from, (ii) our inability to meet a delivery deadline you have specified, (iii) supply issues with certain leathers, finishes or accessories, (iv) technical limitations on the strength or fit of our products, and (v) limitations on our resources.  We do not like to disappoint customers so we hope that this situation will not arise, but if it does, we will tell you in writing and will not charge you for the goods or services.

4. Ordering process

4.1 Initial consultation.  

For bespoke products and accessories, we will need to take measurements and we can guide you through the style and material choices available to you.  We usually allow an hour for new customers.  If we already hold your measurements this consultation is usually quicker.  By the end of this appointment, we would hope to have ascertained exactly what you require but sometimes customers need a little longer to think about their choices.  This is fine but we are unable to give you a final price for the cost of your product and we are unable to commence manufacturing until the choices you have made have been confirmed.   If you are commissioning products in our shop or during one of our international visits, our craftsmen and craftswomen will discuss the multitude of different options for your product as part of the commissioning process.  Of course, the sooner your choices are confirmed, the sooner the order can be completed.

4.2 Place and time for initial consultation.  

We will offer you a choice of days and times for the initial consultation during our working day which is 9am – 5.30pm on Mondays to Fridays and 9am to  4.30pm on Saturdays.  For customers who place orders in the UK, appointments usually take place at our shop in St James’s. Our shop is closed on Sundays and public holidays in England.  By special arrangement we can sometimes arrange consultations at a more convenient time and place for you.  Please contact us to see if we can accommodate this. For international customers we try and arrange the initial consultation as soon as possible to coincide with your visit to the UK or, if applicable, our visit to your country.  We prefer physical meetings but please contact us to discuss alternative arrangements if a physical meeting is not practical.  

4.3 Urgent orders.

If you require the order by a certain date, for example because you need a pair of shoes for a special occasion, you should tell us this when you place the order so we can determine whether we can meet your expectations and allocate a priority status to that order if necessary.  If we do agree to this we will only be committed to fulfilling the order within the stipulated timeframe if you provide all information we request by return and make yourself available to attend all appointments that we schedule for the order.  Do not worry, we will give you reasonable notice for each stage of the commissioning process.  

4.4 When bespoke products will be ready.

During the consultation we will let you know when we anticipate that the products or accessories will be ready.  Because most of our products and accessories are unique and handmade, we cannot always give you an accurate timeframe for completion.  We will explain more about the timeframe during the commissioning process.  Any timeframes that we provide are indicative only and we reserve the right to extend the period if we need to do so for operational reasons.

4.5 Collection or delivery of bespoke items.

Any orders placed with us for bespoke products and accessories can be delivered to you at the address you provide for this purpose or collected from our shop.  You will be contacted by us or by our courier company when your order is ready for collection or despatch.  We will usually do this over email unless another method is specified.  If you wish to have the products delivered, we will let you know what the delivery costs will be when the products are ready for collection or shipping. You can then decide whether to accept the delivery cost or, if practicable for you, to collect the products from our shop in person.

4.6 Delivery of website orders.  

For non-bespoke products and accessories sold via our website, we will deliver them to the address you specified at the checkout page when you placed the order.  Subject to paragraph 4.7, products and accessories sold via our website are usually delivered within 3 to 5 days for UK deliveries and 7 to 10 days for international deliveries.  

4.7 Delays.  

Supply and operational issues can sometimes impact our ability to supply products and accessories and our ability to complete repairs or adjustments in accordance with any timeframes we may have given.  We will work tirelessly to fulfil all orders as soon as we can and will let you know if we need to extend the time for delivery.  Provided we do this and save as provided for in paragraph 10, we will not be liable for delays caused by the event.  

4.8 Collection by you.

If you have indicated a preference to collect your order from our shop, you must do so as soon as is practicable for you and in any event within 1 year of the date on which we notify you that the order is ready for collection.  Orders can be collected from our shop at any time during our working hours.  We also reserve the right to dispose of any orders which have not been collected within 3 years.

4.9 If you are not at home when delivery is attempted.

If we have agreed to deliver goods to you, you must make sure there is someone available to accept delivery at the appointed time.  If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our appointed courier will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

4.10 Failure to contact us.

We rely on our customers to respond to us promptly when we contact you.  In the unlikely event that you fail to respond to our attempts to contact you, if you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from the delivery depot, we will regularly contact you for further instructions.  We reserve the right to charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection within 12 months of the date on which we notified you that your products were ready, we may end the contract and clause 13.2 will apply.

4.11 Final adjustments.  

We take great pride in the products and accessories that we produce so if your order is not fitting or is not up to the required specifications you must let us know without delay.  We will discuss arrangements for the goods to be returned to us and upon receipt we will make all reasonable adjustments to ensure that your order meets the highest standards expected at no further cost.

5. Pricing

5.1 Prices for non-bespoke products and accessories.  

The price for our non-bespoke products and accessories ordered from our shop or website is the price specified when you are asked to pay plus VAT (if applicable) and the costs of delivery, both of which will be added to the total cost at the checkout page.

5.2 Prices for bespoke products and accessories.  

For our bespoke products and accessories where, possible we will specify the final price for the goods that are the subject of the order at the time we accept the order.  If we cannot determine the final price at the time, for example because you have not decided on the final design or specification or because we need to obtain pricing information for raw materials, we will usually estimate the final price and assign what we call a “waiting ticket” to your order.  A waiting ticket becomes a final order when you have settled on your choices for your order.  If applicable, delivery costs and VAT are payable in addition.

5.3 Prices for services.  

If you ask us to provide a service such as a repair or adjustment, we will usually need to inspect the product or accessory and we may need to price the materials needed to complete the job to our exacting standards.  Depending on what is required we will proceed with the repair or adjustment and invoice you for the work undertaken when the job is complete.  If you have told us in writing that you wish to set a cap on the cost or to approve the cost before we complete the job, we will not exceed the cap or we will seek the necessary approvals from you beforehand.  If we do not think the requested repair or adjustment is possible, we will contact you (usually over email unless another method has been specified) to discuss alternative options.  

5.4 What happens if we got the price wrong.

We take all reasonable care to ensure that the price for the product, accessory, or service you ask us to supply is correct. However, it is always possible that, despite our best efforts, you are given an incorrect price. We will normally check prices before accepting online orders so that, where the correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

5.5 VAT.  

Unless otherwise stated, our prices exclude VAT which will be charged in addition unless your shipping address is outside of the UK and the supply is outside the scope of VAT.  

5.6 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product or service, we will adjust the rate of VAT that you pay, unless you have already paid us in full before the change in the rate of VAT takes effect.

6. Payment, collection and deposits

6.1 What you must pay. You must pay us the cost of the product, accessory or service that you order calculated in accordance with paragraph 5, plus any VAT and delivery costs, if applicable.  You may also have to pay customs duties if you are ordering internationally.

6.2 When you must pay and how you must pay. We accept payment by credit or debit card or bank transfer. When you must pay depends on what product you order:

a. For non-bespoke products and accessories purchased in our shop or from our website, you must pay for them in full when you place the order and before we dispatch them.

b. For bespoke products and accessories, you must pay us a deposit equal to 50% of the price or estimated price of the product, before we start making your order. We will invoice you for the balance when your order is ready for collection or despatch. You must pay each invoice within one calendar month of the date of the invoice.    

c. For services, we will invoice you when we have completed the work. You must pay each invoice within one calendar month of the date of the invoice.  We cannot release products until payment has been made in full.

6.3 Refund / forfeiture of deposit.  Any deposit that you pay will be applied as a credit on your account with us and will be set off against the final cost of the product, accessory or service that the deposit was paid against. Deposits are non-refundable if you cancel your order or if, having paid a deposit against a waiting ticket, you do not finalise your choices within 3 months of the date the deposit was paid (or such longer period as we may agree in writing).  

6.4 Customs & Duties.  

If your shipping address is outside the UK, you may be liable to pay customs or import duties. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel before it is released from customs. For current duty rates, please contact your local customs office.

6.5 Failed delivery.

Occasionally products we have despatched are returned to us.  This may be because the customer has failed to collect them or not paid the customs duty levied on the shipment.  In this situation we will try to contact you over email (unless another method has been specified) and attempt redelivery.  The cost of any failed delivery attempt(s) will have been wasted and we may be charged a fee to get the item back.  We will add to your account any fees or costs that we incur because of failed delivery and invoice you for those costs at our convenience.  You must pay each invoice within one calendar month of the date of the invoice.

6.6 Disposal.  

We only have limited storage and prefer our products and accessories to be enjoyed by our customers.  So, in the very unlikely event that you fail to collect your order or a repair or we are unable to deliver your order or repair we will retain the goods for up to 3 years and invite you to collect the from our shop.  This applies to all orders; be they bespoke products or accessories or repairs or goods purchased in person or via our website.  This also applies to orders placed by UK and international customers.

6.7 We can charge interest if you pay late.

If you do not make any payment to us by the due date, we reserve the right to charge interest to you on the overdue amount at the rate of 5% a year above the base lending rate of Coutts & Co from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

6.8 What to do if you think an invoice is wrong.

If you think an invoice is wrong, please contact us promptly to let us know by emailing You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we reserve the right to charge you interest on correctly invoiced sums from the original due date.

7. Our products and accessories

7.1 Appearance.  

Our bespoke products are a work of art, unique to their owner.  All our products and accessories (whether bespoke or non-bespoke) are usually made of leathers or other natural materials which, by their nature will have unique textures and patinas and may change in appearance or colour over time.  

7.2 Samples are indicative.  

As part of your ordering process, you may be shown models of shoes and/or physical samples of leathers, finishes and accessories or images of them.  The patinas, colours and finishes on our models and samples may vary from the finished product.  

7.3 Models and depictions are indicative.  

We will always do our best to provide the most accurate depiction we can muster, but because we are dealing with products and accessories made to a particular size or samples or in some cases merely specifications, we cannot guarantee that the model, sample, or specification on which you based a decision to order will entirely reflect the end product.  Sometimes the proportions of our model shoes or samples will not carry across to your own sizing requirements or will compromise the functionality of the product.  Sometimes we are asked to produce components to your own specification.  You understand that there is an inevitable degree of variation within handmade products.

7.4 Design limitations.  

Our expert fitters will endeavour to guide you through any practical limitations that design choices may involve.  Sometimes our customers choose to favour a design choice that may come at the expense of functionality or even comfort.  You agree that by proceeding with an order you are responsible for the choices you make.  We cannot necessarily remove all design limitations.

7.5 Sizing discrepancies.  

Although we make every effort to be as accurate as possible, because even our non-bespoke products are handmade, all sizes, dimensions and measurements indicated on our website have a tolerance.  Our bespoke leather goods are of course, made to the measurements we take and choices you have made as part of the commissioning process.  Occasionally during the fitting process, we find that products do not fit as precisely as we would like, in which case we will make all necessary adjustments to ensure that the product meets our high quality standards and fits as well as we can reasonably attain, but subject always to any limitations that you were told about and accepted during the commissioning process.

7.6 Making sure your measurements are accurate.

Occasionally we may have to make products based on measurements you have given us using our self-measurement form.  In which case you are responsible for ensuring that these measurements are correct. We are on hand to provide you with assistance and tips on how to measure so do please get in touch and we can set up an online meeting to assist.  

8. Your rights to make changes.

If you wish to make a change to the product you have ordered, please contact us as soon as possible. We will let you know if the change is possible. If it is, we will let you know about any changes to the price of the product, the timing for delivery or anything else which would be necessary as a result and ask you to confirm whether you wish to go ahead. Unfortunately, we cannot always accommodate every request we receive and our ability to accommodate changes diminishes as the shoes proceed further down the manufacturing process.    In circumstances where you request a change that we cannot accommodate, you will still be committed to the original order.

9. Our rights to make changes.

9.1 Significant changes.

We do sometimes encounter situations where our craftsmen and craftswomen have to have a think about the technical implications or the availability of raw materials required for a particular design choice.  If having accepted an order we subsequently decide that we cannot fulfil the order or can only do so by making significant changes, we will let you know as soon as we can and give you the opportunity to change your design or cancel your order and receive a refund of any money you have paid.  

9.2 Changes to these terms and conditions.  

If we need to make changes to our terms and conditions which will impact on your order, we will notify you and ask you to consent to the changes.  If you give your consent then the order will proceed on the basis of the amended terms.  If you do not give your consent we will then decide whether we can complete the order on the original terms.  If we feel unable to do so we will let you know.  If we consider it necessary we may end the contract and give you a full refund for any products or accessories that you have paid for but not received.

10. Your rights if we deliver certain non-bespoke products and accessories late.

10.1 Refund of website orders and priority bespoke orders in certain situations.  If any products or accessories ordered via our website or any urgent orders that we have allocated a priority status to become the subject of a delay, we will contact you and give you the option to proceed or to cancel the order.  The order will be suspended until we hear from you as to whether you wish to proceed or to cancel.  Unfortunately, because our products and accessories are unique and handmade, we can only offer this flexibility with our non-bespoke products and accessories sold via our website or for orders of bespoke products and accessories which we have allocated priority status to.

10.2 Limited cancellation right.  

If you placed an order for (i) non-bespoke products and accessories via our website or over the telephone or (ii) bespoke products or accessories which we allocated a priority status to, you may have legal rights if we miss the delivery deadline for your order.  In this situation we will contact you to explain what has happened and you may treat the contract as at an end straight away with respect to that part of the order if any of the following apply:

a. we have refused to deliver your order.

b. delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

c. you told us before we accepted your order that delivery within the delivery deadline was essential.

10.3 Setting a new deadline for delivery.

If at the time we contact you under paragraph 10.2 you decide not to exercise your limited cancellation right straight away, you can give us a new deadline for delivery, which must be reasonable.   You can then treat the contract as at an end if we do not meet the new deadline.

10.4 Ending the contract for late delivery.

If you do choose to treat the contract as at an end for late delivery under paragraph 10.2 or 10.3, you can cancel your order for any of the products or accessories or reject any that have been delivered.  After that we will refund any sums, you have paid to us for the cancelled goods and their delivery.  If the products or accessories have been delivered to you, you must either return them in person, post them back to us or allow us to collect them from you.  Please call customer services for a return label or to arrange collection.

10.5 When you become responsible for our goods (excluding repairs). A product or accessory will become your responsibility from the time we deliver the product or accessory to the address you gave us, or you collect it from us.

10.6 When you are responsible for goods that you send for repair or adjustment.  

Any product or accessory that you send to us for repair or adjustment will remain your responsibility until it is delivered to our shop.  Once delivery has taken place it will be our responsibility while it is at the shop and while it is in transit back to you.  The product or accessory will again become your responsibility from the time we deliver the repair or adjustment back to the address you gave us or you collect it from us.

10.7 When you own goods. You own a new product or accessory once we have received payment in full.  We will retain any products or accessories that you send to us for repair until you have paid for the work or, if applicable the administration cost.

10.8 What will happen if you do not attend appointments or give required information to us.

We may need certain information from you so that we can supply products, accessories, and services to you.  For example, you may need to make design choices, and we may need you to attend appointments to complete your order.  We will make you aware of this during the commissioning process.  We may also need your authorisation to complete repairs and adjustments.  If you do not give us this information or approval within a reasonable time of us asking for it, if you give us incomplete or incorrect information or if you fail to attend appointments when we schedule them on reasonable notice, we may either end the contract (and clause 13.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products or accessories late or for being unable to complete repairs or adjustments if this is caused by you not giving us the information, we need within a reasonable time of us asking for it.

10.9 Reasons we may suspend the supply of goods to you.

We may have to suspend the supply of a product or accessory to:

a. deal with technical problems or make minor technical changes;

b. update the product to reflect changes in relevant laws and regulatory requirements;

c. make changes to the product as requested by you or notified by us to you (see clause 9).

11. Your rights to end the contract.

11.1 You can end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

a. Non-bespoke goods.  If your order is for non-bespoke products or accessories which are faulty or misdescribed you may have a legal right to end the contract (or to get the product or accessory repaired or replaced or to get some or all of your money back), see paragraph 14;

b. Services.  If your order is for a service such as a repair or adjustment which has not been undertaken properly you may have a legal right to end the contract (or to get the us to re-perform the work or to get some or all of your money back), see paragraph 14;

c. If you want to end the contract because of something we have done or have told you we are going to do, see clause


d. If you have just changed your mind about a non-bespoke product or accessory.  See paragraph

11.3. You may be able to get a refund if you notify us of this within 14 days, but this may be subject to deductions, and you will have to pay the costs of return of any product or accessory;

e. In all other cases (if we are not at fault and there is no right to change your mind), see clause 11.6.

11.2 Ending the contract because of something we have done or are going to do.

If you are ending the contract for a reason set out at paragraph

a. to d. below the contract will end immediately and we will refund you in full for any goods, products which have not been provided.

The reasons are:

a. we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed;

b. we have told you there is a risk that supply of the products may be significantly delayed because of events outside our control;

c, we have suspended supply of the good, products or service for technical reasons, or we have notified you that we are going to suspend them for technical reasons, in each case for a period of more than 3 months; or

d. you have a legal right to end the contract because of something we have done wrong.

11.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013).

For most products ordered online or over the telephone, you have a legal right to change your mind within 14 days and receive a refund.  These rights exist under the Consumer Contracts Regulations 2013.

11.4 When you don't have the right to change your mind.  

You do not have a right to change your mind in respect of:

a. bespoke products and accessories;

b. non-bespoke products and accessories that have been personalised for you; and

c. services, once these have been completed, even if the cancellation period is still running.

11.5 How long do I have to change my mind?

How long you have depends on what you have ordered and how it is delivered.

a. For services: you have 14 days after the day on which you deliver the goods to us or the date on which we confirm receipt of your goods. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

b. For non-bespoke goods, products, and accessories (not personalised): you have 14 days from the day you (or someone you nominate) receives the item(s).

11.6 Ending the contract where we are not at fault and there is no right to change your mind.

Even if we are not at fault and you do not have a right to change your mind (see clause 11.1), you can still end the contract before it is completed, but you will have to pay us compensation.  A contract for goods is completed when the item(s) you ordered is/are delivered and paid for.  A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately, and we will refund any sums paid by you for the goods, products or services that we have not provided but we may deduct from that refund (or, if you have not paid us the sufficient amount, we may charge you) reasonable compensation for costs we will incur as a result of your ending the contract.  These are often the cost of the goods, product, or service.

12. How to end the contract with us (including if you have changed your mind)

12.1 Tell us you want to end the contract.

To end the contract with us, please let us know by email or post.  

12.2 Returning products after ending the contract.

If you end the contract for any reason after products or accessories have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at 9 St. James’s Street, London SW1A 1EF or (if they are not suitable for posting and if we can accommodate this) allow us to collect them from you. Please call or email customer services to arrange this.  If you are exercising your right to change your mind you must send off the goods within 14 days of telling us, you wish to end the contract.

12.3 When we will pay the costs of return.

We will pay the costs of return:

a. if the products are non-bespoke and non-customised and they are faulty or misdescribed;

b. if you are ending the contract because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.  

12.4 What we charge for collection.

If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection plus VAT if applicable.

12.5 How we will refund you.  

We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

12.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

a. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop.  If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

b. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

12.7 When your refund will be made.

We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind, then:

a. If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the item(s) back from you or, if earlier, the day on which you provide us with evidence that you have sent the item(s) back to us.

b. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

13. Our rights to end the contract.

13.1 We may end the contract if you break it. We may end the contract for the supply of goods or services at any time by writing to you if:

a. you do not make any payment to us when it is due, and you still do not make payment within 14 days of us reminding you that payment is due;

b. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to supply the goods or services; or

c. you do not, within a reasonable time, allow us to deliver the goods or services to you or collect the goods from us.

13.2 You must compensate us if you break the contract.

If we end the contract in the situations set out in clause 13.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

14. If there is a problem with the product

14.1 How to tell us about problems.

If you have any questions or complaints about the product, please contact customer services.

14.2 Summary of your legal rights.

We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

14.3 Your obligation to return rejected products.

If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you.  Please contact customer services to discuss arrangements for the goods to be returned.

15. Our responsibility for loss or damage suffered by you.

15.1 We are responsible to you for foreseeable loss and damage caused by us.

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

15.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 198715.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

16. How we may use your personal information

We will only use your personal information as set out in our Privacy Policy.  A copy of our Privacy Policy can be found in our Terms & Condition folder in our shop and attached digitally in our order confirmation email sent to you.

17. Other important terms

17.1 Nobody else has any rights under this contract.

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

17.2 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

17.3 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.

17.4 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law, and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.


1. This Privacy Policy sets out the terms on which we collect, process and handle personal data which you provide to us while using or otherwise accessing the site at (“Site”), and/or purchasing goods or services from us via the Site and/or our premises (“Service”). The Service, together with all content thereon, is owned or controlled by John Lobb Limited, a company registered in the UK under company number 1072595 with offices at 9 St. James's Street, London, SW1A 1EF, UK  (“we” or “our” or “Company”).

2. To provide the Service, it is necessary for us to collect and process certain personal information (“Data”), including without limitation: name and other personal details, email addresses and mobile phone numbers, personal preferences relating to the Service, financial information and, for Services provided via the Site, we will also collect and process Data including IP addresses, device and web-browser details, operating system details, activities on the Site,  and details of the locations from which you use the Service. You are responsible for ensuring that all Data and information you provide to us is updated and correct at all times.

3. The Data will be stored together with any additional information you provide to us, and will be used in the provision of the Service. We may collect, store and process certain Data to provide you with the Service, to perform marketing and research related activities, to supply other administrative services, to respond to enquiries and/or for other record-keeping purposes and to improve the Site and the Service. Additionally, from time to time we [and/or our trusted partners] may contact you with offers that may interest you or to inform you of other products and services. All Data is processed by us in accordance with applicable data protection legislation and we will keep your Data only for as long as is necessary.

4. We may, from time to time, expand or reduce our business which may involve the transfer of certain divisions or assets of our company to other parties, and Data, where relevant, may be transferred to such third parties. Additionally, from time to time we may transfer Data obtained from users located in the UK and/or the EU to locations outside the UK and/or the European Economic Area, some of which may have different data protection laws to those within the UK and/or the EEA, or no data protection laws.  In all such cases, we transmit such information only to entities that comply with this policy and applicable law.

5. The Site may from time to time display links to certain third party websites. We encourage you to read the individual privacy policies of those third party websites before providing any of your personal information to them.

6. We may use ‘cookies’ while you access the Site to avoid the need to re-enter details on different occasions. Cookies are also used to collect general usage and volume statistical information. We may also use local “shared objects”. Examples of other reasons include:
• enabling us to recognise your device so that you don't have to give the same information to us several times;
• recognising that you may already have given a username and/or password; and/or,
• measuring how you are using the Service, to make the Service easier to use and to ensure sufficient capacity for quick delivery.

A “cookie” is a small amount of data sent from the server and stored on your computer's hard drive. Most web browsers are automatically set up to accept cookies, but you can set your browser to refuse cookies or ask your browser to show you where a cookie has been set up. These settings will typically be found in the 'options' or 'preferences' menu of your browser. In order to understand these settings, the following links may be helpful (otherwise you should use the 'Help' option in your browser for more details):
• Cookie settings in Internet Explorer
• Cookie settings in Firefox
• Cookie settings in Chrome
• Cookie settings in Safari Please note that we do not recommend turning cookies off when using the Site as this may prevent you from enjoying some of the Site’s functionality. For further information about cookies and how to control their use, please visit the following third party educational resources: and

7. Please note you have the right to request access to and rectification or erasure of Data or to object to or request the restriction of processing of your Data. Subject to applicable law, you may withdraw your consent (i.e. “opt out”), by contacting us at If you are not interested in receiving email notices or advertisements from us, you should unsubscribe by emailing us at with "Unsubscribe" in the subject line.

We reserve the rights in all cases to retain Data necessary to provide the Service and other legal reasons in full compliance with applicable Data Protection Law.8. We may change this Privacy Policy from time to time and such changes shall be effective from the date and time the revised Privacy Policy is posted on the Site. We encourage you to review our Privacy Policy on a regular basis so that you will be aware of any changes to it.9. If you have further questions about our privacy practices, please contact us by emailing


9 St. James’s Street