Repair Service Terms and Conditions

Last updated: May 18, 2026

These Terms and Conditions govern the access and use of the DLS- artisanal shoe repair and restoration service (the "Repair Service") available through the website www.dls.it. Submitting a Repair request implies reading and fully accepting these Terms and Conditions, as well as the Website's Terms of Use and the General Online Sales Conditions.

1. Description of the Repair Service

DLS- Repair Service offers Users the opportunity to entrust their footwear to the master artisans of the Monte San Pietrangeli workshop for interventions including:

deep cleaning and aesthetic restoration;
sole repair (gluing, partial or total replacement);
heel interventions;
repair or replacement of laces, buckles, and accessories;
waterproofing and protective leather treatments;
other customized interventions, to be defined in agreement with the artisanal team.

The Repair Service applies exclusively to DLS- footwear. The Company reserves the right to evaluate, on a case-by-case basis, the technical feasibility of each intervention and to refuse requests that do not meet the minimum workability conditions.

2. How to Activate the Repair Service

2.1 Online request

The User accesses the "Repair" section of the Website, fills out the request form indicating: (i) the shoe model and season; (ii) the type of intervention requested; (iii) a description of the damage or wear; (iv) photographic documentation.

2.2 Evaluation and quote

Upon receipt of the request, the DLS- team will conduct a preliminary evaluation and send the User, within 5 working days, an indicative quote. The final quote can only be confirmed after physical receipt of the footwear at the workshop.

2.3 Confirmation and shipping

Following the User's acceptance of the preliminary quote, the Company will provide instructions for shipping the footwear to the workshop. The Repair Contract is finalized with the Acceptance Confirmation sent by the Company via e-mail after the physical receipt and inspection of the footwear.

3. Shipping of Footwear

3.1 Shipping to the workshop

Shipping costs for footwear to the DLS- workshop are borne by the User. The Company recommends using a shipping service with tracking and insurance adequate to the value of the item. DLS- is not responsible for any damage or loss occurring during shipping to the workshop.

3.2 Packaging

The User is required to adequately package the footwear before shipping. It is recommended to use the original box or a rigid container with internal protective material. Damages attributable to inadequate packaging cannot be attributed to the Company.

3.3 Return of footwear

Upon completion of the work, the footwear will be returned to the User via a courier selected by the Company. Return shipping costs are included in the Repair Service quote or indicated separately before final confirmation.

4. Processing Times

Processing times depend on the type and complexity of the requested intervention. As a guideline:
– standard interventions (cleaning, small repairs): 5-7 working days;
– complex interventions (sole replacement, deep restoration): 10-15 working days.

The indicated times start from the Acceptance Confirmation by the Company. The Company undertakes to inform the User of any delays compared to the estimated times. Failure to meet the indicative times does not give the right to a refund unless otherwise provided by law.

5. Prices and Payment

Prices for the Repair Service are indicated on the Website as a guideline and depend on the physical inspection of the footwear. The final quote, indicating the exact amount and processing times, will be communicated to the User via e-mail before the start of the work.

Payment for the Repair Service is made using the same methods provided for e-commerce (credit/debit card, PayPal). Payment is required at the time of purchase of the selected package. The invoice will be issued and sent to the User at the time of payment.

6. Warranty on Repair Service

Interventions performed by the DLS- artisanal team are covered by a 30-day warranty from the date of return of the footwear, limited to execution defects attributable to the performed intervention. Damages resulting from improper use, normal wear and tear after the intervention, or accidental events are excluded from the warranty.

To exercise the warranty, the User must contact customercare@dls.it attaching the order number and photographic documentation of the defect found.

7. Limitation of Liability

The Company exercises the utmost care and skill in handling entrusted footwear. However, given the artisanal nature of the interventions and the variable wear conditions of the materials, the Company cannot guarantee the full restoration of the product's original conditions.

The Company is not responsible for:
– pre-existing damages upon receipt of the footwear, duly documented at the time of inspection;
– material deterioration attributable to previous non-compliant treatments or the age of the product;
– loss of aesthetic or commercial value of the product after the intervention, where the intervention was carried out in a workmanlike manner.

The Company's maximum liability towards the User for damages attributable to the Repair Service is in any case limited to the amount paid for the intervention itself.

8. Waiver and Cancellation

The User can cancel the Repair request without cost until the Acceptance Confirmation by the Company. After this moment, cancellation is only possible if the work has not yet begun: in this case, the Company will return the footwear at the User's expense, without charges for the intervention.

Once work has started, it is not possible to withdraw from the Repair Contract, as the service is personalized in nature according to Article 59, paragraph 1, letter c) of Legislative Decree 206/2005 (Consumer Code).

9. Privacy and Data Processing

Personal data provided by the User within the scope of the Repair Service is processed by the Company in accordance with the Privacy Policy available on the Website and EU Regulation 2016/679 (GDPR).

10. Contacts and Assistance

For any information or assistance regarding the Repair Service, the User can contact DLS- Customer Care:
– E-mail: customercare@dls.it
– Contact form: available in the "Contacts" section of the Website
Customer Care responds within 2 working days.

11. Applicable Law and Competent Jurisdiction

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

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