Terms and Conditions

Petit Friends Limited Terms and Conditions and Privacy Policy

Welcome to petitfriends.com. These terms and conditions (the “Conditions”) apply to www.petitfriends.com (the “Website”), which is operated by Petit Friends Limited, an England and Wales limited liability company registered under number 10330918, with VAT number 247958649 and registered office at 115 Barkston Gardens sw5 0ex London, UK (“Petit Friends”). For the purposes of these Conditions, “you” shall be the person accessing the Website and “we” or “us” refers to Petit Friends. By accessing the Website you agree to accept the Conditions. If you do not agree with the Conditions, you should not use or access the Website.


The following terms and conditions will apply between you and Petit Friends, when you purchase a product/s (“Product/s”) from us. Please read these Conditions of Sale in conjunction with the Conditions of Use.


We have made every effort to display the colours of our Products as accurately as possible. However, as the actual colours you see will depend on your monitor, we cannot accept responsibility for any variation in colour caused by the browser software or computer system used by you.

All descriptions, photographs, specifications or illustrations contained on Petit Friend’s website are issued or published for the sole purpose of giving an approximate idea of the products described on the Website and will not form part of the contract with you and no warranty or guarantee shall be expressed or implied in the contract with you in this regard.

All sizes and measurements are approximate; however we do make every effort to ensure they are as accurate as possible. Please refer to the size guide for clarification. Every effort has been made in order to ensure that all details, descriptions and prices of Products are correct at the time when the relevant information was entered onto the system.

Prices are subject to change without notice. Prices are inclusive of VAT (where applicable).


Your contract for purchases made through petitfriends.com is with Petit Friends Limited and you undertake that all Products ordered by you are for your own private and domestic use only and are not for resale.

Prices displayed on our Website are in Pounds Sterling and unless otherwise indicated are inclusive of VAT. Prices quoted are exclusive of postage and packing which will be charged at the rates specified in the delivery section. Payments can be made using paypal.

If you have selected an alternative country where UK VAT is not chargeable because the product is to be exported from the UK to a non-EU country, or if you have selected a product where VAT is not chargeable, then VAT is automatically excluded from your purchase.

Prices shown in any currency that is not GBP may be an approximation at the existing currency exchange rate. The final price you pay will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction. Please note that we do not have any control over how much your card issuer may charge for such transactions.


Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button.

We must receive payment of the full total price for the Products that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you provide in your order.

We reserve the right to refuse an order or cancel a contract. Non-acceptance of an order or cancellation of a contract may, for example, result from one of the following:

  • The Product ordered being temporarily or permanently out of stock;
  • Our inability to obtain authorisation of payment;
  • The identification of an error within the Product information, including price or promotion.

If there are any problems with your order we shall contact you. If we do refuse an order or cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your debit/credit card as soon as possible. We will not be obliged to offer any additional compensation for any disappointment suffered. For the avoidance of doubt, regardless of anything in the contrary provided herein or otherwise, our maximum liability to you for any cause whatsoever whether in contract or tort shall be limited to a maximum amount in the aggregate equal to the sum deducted by us from your debit/credit card.

If we accept an order from you for a Product, which is then reduced in the sale before you receive it, please contact us. We will tell you whether or not the Product has been dispatched and the following provisions shall apply:

¥ If the Product has not been dispatched, we will refund to you the difference between the price you paid and the then current sale price, subject to our right to cancel set out above.
¥ If the Product has been dispatched, then when you receive the Product, you should return it in accordance with the returns policy below requesting a refund and then re-order the Product at the sale price.


We will always try to fulfill orders, but our only responsibility to you where a product is no longer available, or if we are unable to supply a particular product for whatever reason, is to make sure we do not charge you for the product.

All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.

With our prior written permission, it may be possible for you to hold an order for later purchase. If we give that permission we will do our best to prevent that item being sold to another customer but we cannot guarantee it. In all cases, holding orders will be subject to a limited amount of time.

We do not accept advance payment for out of stock items but you may choose to use a feature of the Website (if it is available for the product in question) to register your email address with us for notification of arrival of the selected merchandise not held in stock.

If you have registered your email address for notification of the arrival of a specific product shown on our Website, we will attempt to notify you by email within 24 hours of the product becoming available on the Website. On occasion certain products that are in particularly high demand may sell out during this period. The notification to you of the returning stock does not imply that the product is being held for you.


Only one special offer/discount code or free delivery offer may be used per order unless stated otherwise and such codes are valid for one transaction only. Special offers/discount codes cannot be used in conjunction with any other discount, offer or voucher. Special offers/discount codes are not transferable and should not be distributed to the wider public; they should not be sold on auction sites for profit or reproduced on any website. No cash or any other alternative can be given. Special offers/discount codes apply to petitfriends.com only, unless otherwise stated. Special offers/discount codes exclude any charge for home delivery. We reserve the right to remove or amend conditions of special offers/discount codes as necessary; this does not affect your statutory rights as a consumer. Special offers/discount codes for free delivery apply to the standard UK delivery service. If you are an international customer and have a special offers/discount codes for free delivery please email This email address is being protected from spambots. You need JavaScript enabled to view it. to redeem. Special offers/discount codes published in the Petit Friend brochure will be valid until the end of the season specified on the brochure, excluding the 'sale' period.


Most orders are dispatched within 48 hours - subject to payment and stock availability. If any products are out of stock, we will notify you as soon as possible by email and/or phone call. Postage and packing charges are as follows:

If your order is to be dispatched to a destination outside the European Union, you will be responsible for any customs or import duties levied once the package reaches your destination country. We have no control over such charges and cannot predict them.


All standard services are usually fulfilled & dispatched within 2 business days. Subject to payment and stock availability.

All Express service orders received by 2pm are fulfilled & dispatched the same working day. This service is not available on Saturday, Sunday or Bank Holidays.

Once your order has been dispatched we are unable to change the delivery address, cancel or amend your order.

If your order is to be dispatched to a destination outside the European Union, you will be responsible for any customs or import duties levied once the package reaches your destination country. We have no control over such charges and cannot predict them.


Shipping Options
Delivery time
UK Standard 2 - 4 business days £3.5 Free with a £150 minimum spend
UK Express Next Working Day £8  
Europe Standard 3 - 5 business days £7 Free with a $150 minimum spend
Europe Express 2 - 3 business days £13  
US & Canada Standard 5 - 7 business days £8 Free with a £150 minimum spend
US & Canada Express 2 - 4 business days £15  
Rest of the World Express 2 - 4 business days £20  



We must be informed of parcels not arriving as soon as possible, for the UK it must be within 16 working days from the date of dispatch. For international destinations we must be informed within 35 days. Failure to do this can affect our ability to trace the parcel and issue any refund due. Refunds or replacements will only be issued after 16 working days in the UK or 35 working days for international parcels, and only if the parcel is deemed lost in transit by Royal Mail or the relevant delivery company.


Every item sold through petitfriends.com is thoroughly checked for faults before it is sent to our customer, however, if the product is damaged or items are missing from your order on receipt, we must be informed as soon as possible.

We always strive to provide the best service we can, but sometimes we can make mistakes. Please feel free to contact us on This email address is being protected from spambots. You need JavaScript enabled to view it. and inform us of any damaged, faulty or missing products from your order.

If you report the problem to us under this Condition, our only obligation will be either:

  • to replace any Products that are damaged or defective; or
  • to refund to you the amount paid by you for the Products in question.

We will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Products in question in accordance with these Conditions.



We are happy to refund or exchange any item (including sale items) within 15 days from date of arrival, if for any reason you change your mind


Please email us at This email address is being protected from spambots. You need JavaScript enabled to view it. and let us know if you would prefer to receive a refund or make an exchange for another size, color or item and we will assist you how to make your returns or exchange.

UK Returns or exchanges (FREE)

We are really pleased to offer free returns within the UK only.
Please note we do not take responsibility for any loss or delay caused when using our free returns service. For added guarantee, especially for a highly valuable return, we advise that you use your own guaranteed postal method.

Europe, USA and Rest of the World

Please note that international customers will be responsible for all postage costs when returning items, unless the product was found to be faulty or we made a mistake.

Remember to label your parcel ' Returned unwanted GB merchandise' to avoid import duties. To avoid incorrect Customs & Duty charges when your return arrives in the UK,

Send your items back to the following address: 115 Barkston Gardens SW50EX London UK

Please note that all shoes must be tried on a carpeted surface until you are certain you are keeping them.

Petit Friends Limited will not accept returns of non-faulty products that have been worn, used.

Shoes must be in their original, undamaged box as it is considered part of the item.

What happens next?

If you have requested a refund, we will credit the original purchaser’s card for the sum paid within 7 working days of receipt of the item you wish to return.

We aim to process all returns within 7 working days, please note that once we process your refund, the funds may still take up to 5-8 working days to show in your bank account.


You agree that you shall be liable for, and hereby agree to indemnify us on demand in respect of any and all demands, liabilities, losses, costs and claims (including reasonable legal fees) sustained or incurred by us, our agents, suppliers, resellers, our customers, officers or employees, and arising as a result of breach by you of this terms and conditions.


This Privacy Policy describes how Petit Friends handles your personal information collected on our Website.

By using the Website, you accept the provisions of this Privacy Policy and you expressly consent to our collection, storage, use and disclosure of your personal information as described in this Privacy Policy. All personal information you supply to us will be treated in accordance with all applicable legislation, and we endeavor to take all reasonable steps to protect your personal data including the use of encryption technology.


We reserve the right to change our privacy policy, whilst of course keeping it within all relevant legislation and guidelines. We will do all we can to ensure that these pages show the most up to date information at all times, and may notify you of such changes by uploading the revised privacy policy on the Website.


We may collect and store personal information when you visit the Website, including but not limited to your name, email address, postal address, transactional information based on your activities on the Website and correspondence sent to us, other information from your interaction with the Website, content and advertising, including computer and connection information, statistics on page views, traffic to and from the sites, IP address and standard web log information and additional information we ask you to submit to verify your identity.
We may also collect personal information about you in the following ways: any data which you provide when you purchase products from us; and any other data which you provide to us when you enquire about our activities, email, telephone or write to us or otherwise provide us with personal information.

All the information we collect via our Website or through correspondence with you is used to operate and improve the service we offer you and to personalise our service. We are committed to only using your personal information for:

  • Planning and managing business activities, including analysis of Petit Friends Limited customers' shopping habits, product and style preferences;
  • Technical administration of our website;
  • Research for Petit Friends Limited purposes only;
  • Providing you with information about the services we offer;
  • Letting you know about offers and news from petitfriends.com ;
  • Managing and fulfilling your order including verifying details of your payment method or credit card account.

During your registration process you are given the opportunity to select some of the ways in which we may use your details. See ‘your permission’ and ‘helping us to grow’ below to keep us updated with anything you specifically do not want to be informed about. There are only three circumstances where we may share some of your data with others:

  • In the unlikely event that our business assets are ever sold to or purchased by another company (our data records are part of our business). You will receive notice of any such event and we will use our reasonable endeavours to ensure that the new combined entity will follow the practices disclosed in this Privacy Policy;
  • To outside research companies whom we may ask to contact you directly for your opinions on our service;
  • If we are requested by the police or a regulatory or government authority investigating illegal activities to provide information concerning your activities whilst using the network we shall do so.


You acknowledge that the Internet is not a 100% secure medium for communication and, accordingly, we cannot guarantee the security of any information you send to us (or we send to you) via the Internet. We are not responsible for any damages which you, or others, may suffer as a result of the loss of confidentiality of such information.
We take every precaution to protect your information. To this end all personal information stored by us is kept on a server in a secure environment. Only employees, our partners and any sub-contractors who need the information to perform a specific job are granted access to personally identifiable information. All passwords are stored on our server scrambled (md5 hashed) and cannot be directly read by any employee or contracted person.

You may browse the Website and buy without registering; however for convenience you may also register as an online customer to buy items via our Website. When you register as an online customer, your username will be your valid email address and you will be asked to create a password. You are entirely responsible for all actions taken under your username, whether by you or by any other person. It is your responsibility to keep your username and password safe. When you register as an online customer, you agree that any information which you provide shall be true and accurate in all respects and you will notify us immediately of any changes to this information. Your information will be used only by us in relation to you as an online customer and will not be shared with third parties.


What are cookies?

A cookie is a piece of data that is placed on an internet user's computer memory. The information the cookie contains is set by a website's server and it can be used when the user visits the website.

Cookies are designed to remember things that an internet user has done whilst on a website in the past, which can include putting products in a basket, logging in, or clicking on links.

Cookies are not dangerous. They are not computer programs and cannot be used to circulate viruses.

The cookies we use on our website are used in many ways, including:

  • To keep a record of the products you've put in your shopping bag for next time you visit
  • To remember your preferences
  • To find out what the website doesn't do well and make improvements to it in future
  • Allow you to share pages with social networks like Facebook

Types of cookies

Session (or Transient) Cookies
Session cookies are stored in your computer's memory for the length of your browsing session. They become inaccessible after the session has been inactive for a time and are automatically deleted from your computer when the browser is closed. They allow you to move from page to page without having to log-in repeatedly.

Persistent (or Permanent) Cookies
Persistent cookies are stored on the user's computer memory and are not deleted when the browser is closed. They are used to keep your preferences for the website, so that they will be remembered for next time you visit the website. They are also used to collect information about the numbers of visitors, the average time spent on a particular page and analyse shopping behaviour on the website. This information is used to find out how the well the website works and where it can be improved.

Sharing with social networks
If you use the buttons that allow you to share products and content with your friends via social networks like twitter and facebook, these companies may set a cookie on your computer memory. Find out more about these here:

How we use cookies

The Petit Friendsl site uses cookies mostly to remember what you have added to your shopping bag. In order to make full use of the Petit Friends site, including shopping online, your computer, tablet or mobile phone will need to accept cookies. The cookies we use do not store sensitive information such as your personal or payment details.

Google Analytics

A behavioural tracking service that helps us find out what can be improved on the website and how important it is.
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The website analytics service provided by Google also uses cookies to help the website analyse how the site is used. The information generated by the cookie about your use of the Petit Friends website will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and Internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google.

Managing Cookies

Please note that by deleting our cookies or disabling future cookies you may not be able to access certain areas of the Petit Friend site or process an order online. You will be able to delete existing cookies or block future cookies through your browser – please note different browsers have different procedures for this. More information on deleting or controlling cookies is available at www.AboutCookies.org.

What happens if I opt out of all cookies?

If you opted out of all cookies set by petitfriends.com, then you will not be able to place an order on our website. You will, however, still be able to browse our website.


While Petit Friends Limited takes reasonable steps to ensure a reliable service we do not guarantee that your use of this Website will be uninterrupted and/or error free.

We are not responsible for your use of other websites accessed via links from our Website. Such links are not controlled by us nor do we endorse them.

The Website may only be used for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions on or through it.

All rights, including copyright and database rights, contained in this Website are owned by Petit Friends and/or our licensors. Except as permitted by law, you may not distribute, adapt, translate, modify, merge or make available our Website content to any person, or use it for commercial purposes. You may not use our Website content to create a database (electronic otherwise). All other rights are reserved.

We reserve the right to:

  • Modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
  • Change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.