Experience Service Terms

Last updated: May 18, 2026

These Conditions govern access to and use of the DLS- Experience service, which includes the Guided Tour of the Artisan Workshop and the Shoe Customization Experience, available through the website www.dls.it. The purchase of an Experience implies reading and full acceptance of these Conditions, as well as the Website Terms of Use and the General Online Sales Conditions.

1. Description of the Experience Service

The DLS- Experience Service offers Users two types of immersive experiences in the DLS- artisan world, to be held at the workshop in Monte San Pietrangeli (FM):

1.1 Guided Workshop Tour ("The Atelier Tour")

An exclusive visit to the heart of DLS-'s production, led by a master craftsman or DLS- staff. The Tour includes:

discovery of the stages of artisanal shoe making, from leather cutting to final finishing with an expert guide;
presentation of tools, materials, and techniques handed down since 1974;
access to work areas normally not open to the public; – visit to the Factory store

Estimated duration: 45 minutes. Maximum number of participants per session: 4/5 people.

1.2 Customization Experience with DLS- Stylist ("Design Your DLS-")

A creative one-to-one or small group session with the DLS- stylist, during which the User can:

choose the basic shoe model to customize;
select leathers, colors, finishes, and decorative details guided by the stylist;
receive advice from the stylist for outfit pairings or use of the chosen footwear;
receive the personalized footwear within the communicated production times (generally 4-6 weeks).

Estimated session duration: 2/3 hours. The price of the Experience includes stylistic consultation; the personalized footwear is charged separately according to the estimate agreed upon during the session.

2. Booking and Confirmation

2.1 Booking methods

Experiences can only be purchased through the Website, by accessing the "Experience" section and selecting the type, date, and number of available participants. The Website indicates in real-time the available dates and the remaining places for each session.

2.2 Booking confirmation

The booking is considered confirmed upon receipt by the User of the Order Confirmation via e-mail, sent within 24 hours of purchase. The Order Confirmation contains: date, time, location, type of Experience booked, and practical instructions for the visit.

2.3 Waiting list

If a session is sold out, the User may sign up for the waiting list. In case of availability, the Company will contact the User via e-mail with at least 48 hours' notice.

3. Prices and Payment

The prices of the Experiences are indicated on the Website and include VAT. Payment is required at the time of booking. The Company accepts the same payment methods provided for e-commerce (credit/debit card, PayPal).

For the "Design Your DLS-" Experience, the price of the customization session is separate from the cost of the footwear. The latter will be communicated to the User during the session and charged separately, subject to the User's acceptance of the estimate.

4. Cancellation, Modification, and Refund

4.1 Cancellation by the User

The User may cancel or modify their booking according to the following conditions:

cancellation more than 5 working days before the Experience date: full refund of the price paid;
cancellation between 2 and 5 working days before: 50% refund of the price paid;
cancellation less than 2 working days before or no-show: no refund.

Cancellation or modification requests must be sent via e-mail to customercare@dls.it stating the booking number.

4.3 Right of withdrawal

As these are recreational services with a specific date and place, the right of withdrawal provided for by the Consumer Code (Legislative Decree 206/2005, art. 59, letter n) does not apply to confirmed bookings. The User may still proceed with cancellation with partial or full refund according to the conditions set out in art. 4.1.

5. Execution of the Experience

5.1 Access and participation

To access the Experience, the User must present themselves at the DLS- workshop at the address indicated in the Order Confirmation, equipped with a valid identification document and the booking confirmation (printed or digital). It is recommended to arrive at least 10 minutes before the scheduled time.

5.2 Participants

The maximum number of participants per session is indicated at the time of booking. Minors under 18 years of age are not permitted to participate in the guided tour. Access to the laboratory is subject to specific safety regulations which will be explained at the beginning of each session.

5.3 Clothing and safety

Comfortable clothing and closed-toe shoes are recommended for accessing the work areas. The User is required to follow the instructions of the DLS- staff for the entire duration of the Experience.

5.4 Photography and filming

The User may not take photographs or video recordings, unless with prior authorization from the DLS- staff and always respecting the privacy of other participants and staff. Any commercial use or publication on third-party platforms of content recorded during the Experience requires prior written authorization from the Company.

6. Personalized Footwear ("Design Your DLS-")

6.1 Production process

The personalized footwear within the "Design Your DLS-" Experience is crafted by DLS- master artisans according to the specifications agreed upon during the session. The User will receive a summary technical sheet of the choices made, signed by the DLS- stylist, to be kept as a guarantee document.

6.2 Production and delivery times

Estimated production times are communicated during the session (generally 4–6 weeks). The footwear will be delivered to the address indicated by the User via insured courier. Shipping costs are included in the price of the footwear.

6.3 Customization and right of withdrawal

Personalized footwear is a product made to measure and according to the User's specific instructions. As such, it is excluded from the right of withdrawal pursuant to art. 59, paragraph 1, letter c) of Legislative Decree 206/2005. However, the protections provided by the legal guarantee of conformity (articles 128 et seq. of the Consumer Code) for manufacturing defects or discrepancies with the agreed specifications are applicable.

6.4 Post-session modifications

Customization specifications cannot be modified after the session concludes and the technical sheet is signed. Any subsequent modification requests will be evaluated by the Company on a case-by-case basis and may incur additional costs and extended production times.

7. Intellectual Property of Designs

The customization designs created during the "Design Your DLS-" session in collaboration with the DLS- stylist remain the property of the Company. The Company reserves the right to document the creations made within the Experience Service for archival purposes, institutional communication, and brand promotion.

8. Responsibility and Safety

The Company adopts all necessary safety measures to ensure a safe and pleasant Experience. The User is required to comply with the laboratory's safety regulations and the staff's instructions. The Company is not responsible for damages to property or persons resulting from non-compliance with the safety provisions communicated during the session.

In case of health conditions incompatible with participation (e.g., allergies to specific materials used in the laboratory), the User must notify the Company in advance at the time of booking or, at the latest, 48 hours before the Experience.

9. Privacy and Image Rights

Users' personal data are processed in accordance with the Website's Privacy Policy and EU Regulation 2016/679 (GDPR). If the User has given consent for photographic/video documentation, the images may be used by the Company for communication purposes, in compliance with current legislation on image rights.

10. Contacts and Assistance

For information, bookings or assistance related to the Experience Service:
– E-mail: customercare@dls.it
– Contact form: available in the "Experience" section of the Website
Customer Care responds within 2 working days.

11. Applicable Law and Competent Court

These Conditions are governed by Italian law. For disputes with the consumer User, the Court of the User's place of residence or chosen domicile, if located in Italy, shall have jurisdiction, pursuant to art. 66 of the Consumer Code. For any other dispute, the Court of Fermo shall have exclusive jurisdiction.

The possibility for the consumer User to make use of alternative dispute resolution procedures (ADR) provided for by applicable law remains unaffected.

DLS® — 100% Made in Italy artisan footwear since 1974
Tip Tap Factory S.R.L. — customercare@dls.it