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Air & Grace, 60 Bermondsey Street, London, SE1 3UD

020 3995 4713

 

    Customer Service

    Please contact hello@airandgracelondon.com or use the contact form below.

    Our lines are open from 9.30am to 4.30pm (UK time), Monday to Friday, excluding Bank Holidays.

    PR Enquiries

    Please contact maddie@airandgracelondon.com or abby@airandgracelondon.com

    Contact Us

    POPULAR FAQS

    What size should I take?

    Each shoe style will vary slightly, but a general rule of thumb is that if you are between sizes we would suggest you size up.

    Cru, Alto, and Roxy are a neat fit and customers who are usually in between sizes, have tended to size up.   

    Sandals and espadrilles are a standard fit but if you are in between sizes, we would advise sizing up.

    All our boots are true to size but if you are in between sizes, we would advise to size up and bear in mind you might want to wear thicker socks during colder months. 

    Our shoes will give a little in width, but not in length.  We advise trying on your new shoes on carpet for a little while and try them on again in the evening when our feet are at their largest, and also with various socks you may wear to make sure they are a good fit for you.  We do offer free returns/exchange should they not be quite right for you.  Do contact us if you need any further sizing advice.

    There is a size guide available here.

    The shoes I would like to order are out of stock – when will you receive a new delivery?

    You can use the ‘notify me’ button on the product page to let you now as soon as the shoes are back in stock.  Click on the drop down to your shoe size and input your email address.  As soon the item is in stock, you will automatically be notified via email. 

    If you’d like more information about when the stock is due in, feel free to contact us hello@airandgracelondon.com

    Where is my order? 

    Orders placed before midday Monday-Friday (not including public holidays) are usually dispatched the same day. 

    Once your order is dispatched, you will receive an email or text with tracking details so you will be able to track its progress. (Please ensure you check your junk mail, as sometimes they can pop in there). 

    All UK orders are sent using DPD Next Working Day signed for service.  You will receive an email/text the morning of your delivery with an hour delivery slot.

    Not going to be in?  

    You can change your delivery date, address, or time slot online.  On your email from DPD, you can request alternative delivery options, or further delivery instructions.  Please bear in mind that when you change the delivery instruction to leave in a safe place, you assume responsibility for any loss.

    If you need your order quicker or have any queries please contact hello@airandgracelondon.com and we will do all we can to accommodate your request.

     *Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands and Islands with a two day delivery as standard with next day and in certain locations. International deliveries will take longer.  Please view the DPD website to check your location.

    What is your returns policy?

    Full information about returns and exchanges is available here.

    You have 20 days from receiving your shoes to request a returns label, and you then have a further 8 days to return them(a total of 28 days from receipt). 

    UK customers can request your label, and receive a free Collect+/Yodel returns label via the returns system.

     Unfortunately, International Customers must currently return orders at their own cost to our UK warehouse:

    Air & Grace Colvanbridge Ltd. UNIT 2 - 4 Riverside Business Park, Station Road, Earls Colne, CO6 2ER

     How long does it take to get a refund? 

    Once your return has been received by our warehouse, the returns team need to quality check the shoes, repack, and restock before compiling a returns report which is then sent on to us.  

    We do usually ask for up to 10 working days from receipt of your shoes to process your return. You can check if your shoes have been safely returned to our warehouse from the tracking button on the email you received with your label.  As soon as we process your return, you will receive an email to confirm receipt of your order and your refund/exchange. 

    Please try to contact us only if 10 working days has passed since its arrival at the warehouse.