Terms & Conditions

• "Buyer", "you" means the person placing an Order for Products on the Site.
• "Contract" means the contract for the sale of Products formed between Paradox London and the Buyer in accordance with Clause 3.
• "Order" means an order placed by the Buyer via the Site for one or more Products.
• "Products" means the goods listed for sale on the Site.
• "Site" means www.paradoxlondon.com.

2.1 These Terms of Sale apply to all Orders placed on the Site. By placing an Order, or by accepting delivery of Products, you agree to be bound by these Terms of Sale.

2.2 You confirm that you are at least 18 years old and have the legal capacity to enter into a binding contract, and that you are ordering Products for your own personal use and not for resale.

3.1 To place an Order, follow the instructions on the Site and submit your Order through checkout. Your Order constitutes an offer to purchase the selected Products, which is subject to our acceptance.

3.2 A Contract is formed only once we have accepted your Order. We may accept your Order by confirming dispatch of the Products, or by sending you an order confirmation email. Receipt of an order confirmation email, or processing of payment, does not in itself constitute our acceptance of your Order.

3.3 We reserve the right to decline or cancel any Order, in whole or in part, at our discretion, including where:

• the Product ordered is no longer available or there is an error in stock levels;
• we identify a pricing or description error on the Site;
• we suspect fraud or unauthorised use of a payment method; or
• payment is declined or cannot be verified.

Where we cancel an Order after payment has been taken, we will refund any amount paid for the cancelled Products.

3.4 All prices are shown in the currency displayed at checkout and are inclusive of applicable UK VAT, unless stated otherwise. Delivery charges are shown separately at checkout and are additional to the Product price, unless your Order qualifies for free delivery under our then-current delivery offer.

3.5 We take reasonable care to ensure that prices and Product information displayed on the Site are correct. If we discover an error in the price of a Product you have ordered, we will contact you to confirm whether you wish to continue with the Order at the correct price, or cancel it. We will not be liable for any error in pricing that is obvious and could reasonably have been recognised by you as a mispricing.

3.6 Payment must be made in full at the time of placing your Order, using one of the payment methods made available at checkout. Where "buy now, pay later" services (such as Klarna) are offered, those services are subject to the relevant provider's own terms.

3.7 We use third party payment processors to handle card and other electronic payments. We are not responsible for any loss arising from the unauthorised disclosure of your payment information by a payment processor, except to the extent caused by our negligence.

4.1 All Products are subject to availability. We will inform you as soon as reasonably possible if a Product you have ordered is unavailable, and will offer a refund or, where appropriate, a substitute.

4.2 We make every effort to display Product colours, sizes and other attributes as accurately as possible. However, due to the limitations of electronic displays and variations between devices, actual Product attributes (including colour) may vary slightly from the images shown on the Site. Such variation is not a defect.

4.3 We reserve the right to amend Product descriptions, specifications and prices on the Site at any time, provided that such changes will not affect any Order that has already been accepted by us.

5.1 Discount codes and promotional offers are subject to the specific terms published with each promotion, and to the general rules below.

5.2 General discount code terms. Only one discount code may be used per Order. Discount codes cannot be combined with any other promotion, offer or discount unless we expressly state otherwise. New subscriber discount codes cannot be used on items that are already discounted, including sale items or items with a promotional price applied during events such as Black Friday. Discount codes must be applied at checkout and cannot be applied retrospectively to an Order already placed.

5.3 Seasonal and promotional offers (such as our Summer Offer, Bridal Offer, Birthday Sale and Easter Weekend Sale), and our Essential Workers (Blue Light) Discount, are governed by the eligibility criteria, minimum spend, exclusions and discount values published at Terms of Use, Clause 10, which forms part of these Terms of Sale.

5.4 Refunds on Products purchased using a discount code will reflect the price actually paid. The relevant discount code will not be reissued or transferred to a replacement order.

5.5 We reserve the right to amend, extend or withdraw any promotion at any time without prior notice. Changes will be communicated on the Site.

5.6 PL Rewards Terms and Conditions. 

Participation in the PL Rewards programme is subject to the following terms, which form part of these Terms of Sale.

5.6.1 Membership. 

Paradox Rewards is open to individuals aged 18 or over who are resident in the United Kingdom, unless otherwise stated. Membership is free; to join, you must create an account at paradoxlondon.com and provide accurate, current information, including your name, email address, and date of birth. You may hold only one Paradox Rewards account — we reserve the right to merge, suspend, or close duplicate accounts. Membership is separate from, and does not require, consent to receive marketing communications; you may join without opting in to marketing emails or SMS, and may opt in or out of marketing at any time without affecting your membership.

5.6.2 Earning points. 

Members earn points on qualifying purchases made at paradoxlondon.com, calculated according to the rate applicable to their current tier. Points may also be earned through:

• Joining the programme (joining bonus)
• Writing a product review, with a further allowance for including a photograph
• Following Paradox London on Instagram, TikTok, or Facebook
• Referring a friend who completes a qualifying purchase
• Returning as an active customer after a period of inactivity
• Submitting a valid proof of purchase from another retailer

Points are awarded based on the value of qualifying purchases, excluding delivery charges, gift wrapping, and any other non-product charges, and net of any discounts applied. Points typically appear in a member's account within a reasonable period following a qualifying purchase or activity. We reserve the right to delay, withhold, or reverse points where a transaction is cancelled, returned, or refunded, or where we reasonably suspect fraudulent or abusive activity. Points have no cash value and cannot be bought, sold, transferred between members, or exchanged for cash.

5.6.3 Proof of purchase from other retailers. Members may submit proof of purchase for genuine Paradox London products bought from other retailers, including marketplace partners and John Lewis, whether purchased online or in person. Proof of purchase must clearly show the Paradox London product, the purchase date, and the price paid, and must be dated within the twelve months preceding submission. We reserve the right to verify, request further evidence for, or decline any submission at our reasonable discretion; decisions on individual submissions are final. Points awarded for proof of purchase are calculated at the same rate as points earned on purchases made directly through paradoxlondon.com.

5.6.4 Tiers. Paradox Rewards comprises three tiers: Pearl, Sapphire, and Diamond. Pearl is the welcome tier and is open to all members from the date they join. Sapphire is reached upon accumulating 1,500 qualifying points within a rolling twelve month period; Diamond is reached upon accumulating 4,000 qualifying points within a rolling twelve month period. Tier status is reviewed continuously based on qualifying points earned in the preceding twelve months — a rolling window, not a fixed calendar year. If a member's qualifying points fall below the threshold required to maintain their current tier, we will provide a grace period of three months before any change in tier status takes effect; we will not remove a member's tier status without prior notice. Tier benefits, including earn rates, delivery benefits, early access, and event invitations, are set out on the Paradox Rewards page at paradoxlondon.com and may be updated from time to time in accordance with Clause 5.6.9.

5.6.5 Redeeming points. Points may be redeemed for vouchers in accordance with the redemption ladder published at paradoxlondon.com, which is subject to change on reasonable notice. The minimum redemption threshold is 1,000 points; points cannot be redeemed in part once a redemption has been initiated. Vouchers issued through Paradox Rewards are subject to any expiry date stated at the time of issue and may only be redeemed at paradoxlondon.com, unless otherwise stated. Vouchers cannot be exchanged for cash, used in conjunction with certain other promotional offers as stated at the time of redemption, or applied retrospectively to a completed order. If an order on which points were redeemed is subsequently returned or refunded, the corresponding voucher value will not be reinstated, and any points originally used to generate that voucher will not be refunded.

5.6.6 Points expiry. Points expire if a member's account shows no qualifying earning activity for a continuous period, as stated in the member's account and in reminder communications sent in advance of expiry. We will provide reminder communications in advance of any points expiry where reasonably practicable; it remains the member's responsibility to monitor their points balance and redeem points before expiry. Expired points cannot be reinstated.

5.6.7 Birthday reward. Members who provide their date of birth will receive a birthday voucher each year, with the value determined by their tier at the time of issue. The birthday voucher is issued as a single-use discount and is subject to the general voucher terms set out in Clause 5.6.5.

5.6.8 Referral programme. A member who refers a friend using their unique referral link will receive a points reward once the referred friend completes a qualifying first purchase meeting the published minimum spend. The referred friend will receive a welcome voucher as stated at the time of referral. Referral rewards apply only to new customers who have not previously held a Paradox London account; we reserve the right to withhold referral rewards where we reasonably suspect abuse of the referral programme, including self-referral.

5.6.9 Changes to the programme. We may amend these terms, the points earning rates, tier thresholds, benefits, or the redemption ladder at any time. Where a change is materially detrimental to members, we will provide reasonable notice by email or by publishing the change at paradoxlondon.com. Continued use of Paradox Rewards following any change constitutes acceptance of the updated terms. We reserve the right to suspend or discontinue Paradox Rewards in its entirety, in which case we will provide reasonable notice and will honour points balances for redemption within a reasonable period as communicated at the time.

Full detail on the general discount and offer terms referenced above is published in our Terms & Conditions, which forms part of these Terms of Sale.

6.1 We currently offer the following delivery services, as set out in further detail on our Delivery & Returns page:

• Standard UK delivery, free on orders over £65;
• Worldwide shipping, with local currency checkout where available.

6.2 Delivery times provided at checkout or in your order confirmation are estimates only. While we make every effort to meet estimated delivery times, we are not liable for any delay caused by circumstances outside our reasonable control, including courier delays or customs processing.

6.3 For international orders, you are responsible for any import duties, taxes or customs charges applied by the destination country. These are not included in the price shown at checkout unless stated otherwise.

6.4 Risk in the Products passes to you on delivery. Title in the Products passes to you once we have received payment in full.

7.1 Risk of loss or damage to the Products passes to you when the Products are delivered to the address you provide.

7.2 Title to the Products does not pass to you until we have received payment in full for the relevant Order.

8.1 If you are a consumer ordering from within the UK, you have a legal right to cancel your Order within 14 days of receiving your Products, without giving any reason, under the Consumer Contracts Regulations 2013. To exercise this right, please contact us at hello@paradoxlondon.com.

8.2 If you cancel your Order under this right, you must return the Products to us in accordance with our Returns and Exchanges process within 14 days of telling us you wish to cancel. We will refund the price paid for the returned Products, including standard delivery charges, within 14 days of receiving the returned Products or evidence that you have sent them back, whichever is earlier.

8.3 This statutory right to cancel does not apply to Products that are made to your specification, or which are not suitable for return for hygiene reasons once unsealed (such as pierced jewellery), to the extent permitted by law.

8.4 This Clause 8 is in addition to, and does not limit, any return rights described in Clause 9 below.

9.1 In addition to your statutory cancellation rights under Clause 8, we offer free UK returns within 30 days of delivery. Full details of our returns process are set out on our Delivery & Returns page, which forms part of these Terms and Conditions.

9.2 To be eligible for a return, products must be unworn, unused, and returned in their original condition and packaging with proof of purchase, except where the product is faulty or not as described.

9.3 Items returned damaged, marked, toe printed or with packaging missing or damaged will be returned without any credit. Handbags should be handled with just as much care. Please return your shoes in their original condition as they will be inspected upon return. If an item is returned in a non-saleable condition, it will be returned to you.

9.4 We will not credit lost or damaged returned goods. Should this happen, we would advise that you speak with the postal/carrier service you have used for your return. Should the parcel not reach us for any reason, you will be able to make an easy claim with Royal Mail or the delivery service you have used to send your return.

9.5 We advise that shoes are tried on indoors, on carpet and preferably with a pop sock on, to avoid any foot prints in the shoe. Handbags should be handled with just as much care to avoid a return to you without a credit.

9.6 We will be happy to process you a full refund for returns received within 30 days after receiving your order. We will refund the card originally used for payment.

9.7 Your refund or exchange (when in stock) may take up to 10 working days to process during busier periods of the year.

9.8 Items that return to our offices as ‘unclaimed’ or ‘not delivered’ will automatically be refunded to the payment method used when the order was placed. Shipping costs such as next-day delivery, or international orders cannot be refunded if parcels return to us unclaimed.

9.9 We accept international returns, as long as the shoes and accessories are in their original condition, you can send them back to us for a refund up to 30 days after purchasing online. Click Start a return.

Please be advised that this is at a cost which will be displayed to you once you
create the return. If you are unhappy with the postage fee, you can use a local courier service of your choice to post these back to us. We advise recorded delivery to ensure no loss of goods.

9.10 Items purchased with a discount code or during a promotional event are eligible for return in accordance with this Clause 9, and any refund will reflect the price actually paid after the discount applied.

10.1 If a Product you receive is faulty, damaged, or materially different from what was ordered, please contact us at hello@paradoxlondon.com as soon as possible, and in any event within 30 days of delivery, describing the issue.

10.2 Where we agree that a product is faulty or not as described, we will offer repair or replacement the product.

10.3 Nothing in these Terms and Conditions affects your statutory rights as a consumer.

11.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms of Sale or our negligence, but we are not responsible for any loss or damage that is not foreseeable.

11.2 To the fullest extent permitted by law, we exclude liability for indirect or consequential loss, including loss of profit, loss of business or loss of savings, arising out of or in connection with your Order or use of the Site.

11.3 Nothing in these Terms of Sale excludes or limits our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• defective products under the Consumer Protection Act 1987; or
• any other liability that cannot be excluded or limited as a matter of law.

11.4 Our total liability to you in respect of any Order shall not exceed the total price paid by you for the Products under that Order, except in respect of the liabilities referred to in Clause 11.3.

We will not be liable for any delay or failure to perform our obligations under a Contract where the delay or failure results from circumstances beyond our reasonable control, including industrial action, civil unrest, war, terrorist acts, government action, epidemic, telecommunications or utility failures, or natural disaster. Where such an event affects your Order, we will notify you and take reasonable steps to minimise the impact.

13.1 We may revise these Terms of Sale from time to time by posting an updated version on the Site. The version in force at the time you place your Order will apply to that Order.

13.2 Any variation to an existing Contract requested by you will only take effect if we agree to it in writing.

Severability. If any provision of these Terms of Sale is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

No waiver. Our failure to enforce any right under these Terms of Sale will not be treated as a waiver of that right.

Assignment. You may not transfer your rights or obligations under a Contract without our prior written consent. We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights under these Terms of Sale.

Rights of third parties. Except as expressly stated, a person who is not a party to a Contract has no right to enforce any of its terms.

15.1 These Terms of Sale, and any Contract formed under them, are governed by the laws of England and Wales.

15.2 Any dispute arising from these Terms of Sale or a Contract shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, save that if you live in Scotland or Northern Ireland, you may bring proceedings in the courts of Scotland or Northern Ireland respectively. This does not affect your non-excludable statutory rights.

Paradox London Limited
Paradox House, Unit 1, 2 Garman Road
London N17 0UG
United Kingdom

Email: hello@paradoxlondon.com
Telephone: 020 8885 8000