FAQ

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. 

We can only guide as to which size to take, as every foot is unique, even those of the same size. The onus is on the customer to make sure the shoes are a good fit before wearing outdoors. 

Cru, Alto, and Roxy are a neat fit and customers who are usually in between sizes, have tended to size up. Copeland trainers are a generous fit and customers in between sizes tend to size down in this style.

Sandals 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 in the majority of our boots, whereas Demi we suggest sizing down, 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 with various socks you may wear to make sure they are a good fit for you. Please ensure your new shoes fit to your liking before they are worn outside. We recommend doing so on a carpeted surface to avoid marking the soles.

Do contact us if you need any further sizing advice. 

Use our ‘notifyme’ button to be updated on when new stock comes in on the style you’re looking for. As soon as the item is back in stock, you will automatically be notified via email.

With Sale and Outlet items, this will only happen with the exception of some coming back in stock from returns as these styles are end of line.

Once they are dispatched, you will receive an email or text with tracking information. 

You can also track your parcel using the links below.

•  Track and Trace - Track your Item | Royal Mail Group Ltd
•  Parcel Tracking UK | Track Package | DPD Local Online (dpdlocal-online.co.uk)
• Track Order (global-e.com)

You can change your delivery options by tracking your order below:

• Royal Mail tracking  Track and Trace - Track your Item | Royal Mail Group Ltd
• DPD tracking  Parcel Tracking UK | Track Package | DPD Local Online (dpdlocal-online.co.uk)
• International orders Track Order (global-e.com)

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).  

*Please note all products sold in our Warehouse Clearance and Sample Sale are Final Sale, and therefore cannot be returned or exchanged.*

UK customers can receive a free returns label via our returns system.

We offer a FREE returns service for all exchanges (UK only) using Royal Mail. Just create a return request via our website within 14 days of delivery and we’ll email a Royal Mail label to you. 

Refund returns will be charged a flat £2.95 postal return fee will be deducted from your total refund.

You have up to 20 days from receipt of your order to request a returns label/barcode from our online returns system. 

You then have a further 8 days to drop the parcel off at a registered shop.  We use only use Royal Mail for our returns service. 

You will need to know your order/receipt number (input the number without the #) and the email address you used to make your purchase.  

If you would like to request an exchange, please state in the notes which style/size you would like to exchange for.  If this is in stock, we will create an exchange order for you once we process your return.    

A returns label will be automatically emailed to you within a few minutes.

Please check your spam/junk folder in case it finds its way there. If you are downloading the label from an iphone/ipad, please note it may go into your Files app.

If you are unable to find the Files app, go to your App Store/App library and search Files.    

Do not worry if you do not have a printer, you will also receive a barcode within the email which you can show to the shopkeeper to print in store. 

It usually takes up to 10 working days from your shoes arriving at our warehouse to process your return, however, you may hear from us sooner.

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 your refund/exchange.  

If you have returned an already exchanged order (ie, this is your second pair which was an exchange), then the order value was £0.  If you requested a refund on this, then we would follow up with a refund on your original order, and you'll receive a separate confirmation email of your refund. 

We'd love to offer a wide fit option for our shoes (it's on our list!), but we're still a small business so we can’t do everything we would like to straight away. 

Wide fit requires a whole new set of lasts, knives and moulds for which manufacturers require high minimums and as yet, we’re not quite big enough yet to reach the quantities required. 

Our shoes will give a little in width, and we'd advise trying them on carpet for a little bit in the evenings when our feet are at their largest size, and make sure you loosen the laces enough.  If they're not quite right, we offer free UK returns.

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.  Please ensure your new shoes fit to your liking before they are worn outside. We recommend doing so on a carpeted surface to avoid marking the soles. Do contact us if you need any further sizing advice.

There is a size guide available here.

Our Tender Loving Air footbeds are created from three different layers of luxurious memory and recovery foam cushioning, shaped into a wedge, cleverly hidden inside the shoe. We use the best, high performance materials, usually only found in sports shoes. You can learn more here.

Distressed/vintage finish is part of the character of a few of our styles.  This effect is achieved by hand and will vary from pair to pair.  Should the item be distressed/vintage, it will be noted in the product description.

Our Vegan Collection is made from a range of different materials, so it depends on which style specifically. For leather and suede alternatives, we use a microfibre material. We also use fabrics: canvas, cotton, and velvets.  As with all of our shoes, the outsole is made from 25% natural rubber combined with synthetic rubber for optimum durability. We limit the use of PU based materials to an absolute minimum. There is just a small amount used for trims on some styles and we are looking into durable, bio-based alternatives for future use. 

Our shoes are designed to transcend seasonal fast fashion fads.  We believe true style does not expire, they are shoes you can wear again and again.  Learn more about what we’re doing to ensure we are as sustainable as possible here.

Unfortunately, we are not currently open as a store, but plan to open a fitting room as soon as we can.

We sell all end of line stock in our archive eBay store.

Please note, postage and returns are charged. You cannot earn or redeem members club points on eBay purchases.

Our shoes can be worn with orthotics, depending on the size of the orthotic. All our trainers have removable footbeds which may accommodate this. 

Air and Grace shoes do not provide arch support, the benefit of our insole is underfoot comfort and shock absorption. 

We highly recommend using a water repellent protector spray to protect your shoes from water and dirt.  However, you will still need to look after your shoes!

Leather is a natural product so it will only ever be water resistant – if you step in enough puddles, your feet will eventually get wet!  Never dry your shoes on direct heat such as a radiator.  Make sure you stuff your shoes with newspaper and let them thoroughly dry out before their next wear.

Like us, shoes need a little care to keep them looking their best, and we have some shoe care products that can help with that.

You can find our shoe care advice here.

We certainly do! You can find them here.

They start at £25 and go up to £300. Gift cards are delivered immediately by email with instructions how to redeem online and are only redeemable at www.airandgracelondon.com

Yes, you can find them here.

The shoes are not yet in stock at our warehouse, but we should be dispatching them on the date advertised on the product page.  Pre-ordering reserves your pair, and payment is taken at the time the order is placed.

No you can check out as a guest, however if you do set up an account, you can keep a track of your current and previous orders, and collect points with your purchase which you can later redeem. 

If you sign up to our mailing list, you will be emailed a discount code to be used with your first order. Please check your spam/junk folder in case it pops in there. 

As you move through the checkout process, there is a box you can input the discount code into.

It is only possible to enter one discount code per order. 

We have partnered with Klarna and Clearpay. Your financial contract would then be with the payment service provider and any refunds would go through the provider.  

If you have any queries regarding your contract with Klarna/Clearpay, please contact them directly.

Within a few minutes of placing your order, you should receive an order confirmation email.  Please ensure your email address is correct when inputting as this will be also used by our courier to update you on your delivery. Check your spam/junk folder in case it pops in there.

Our warehouse is up bright and early in the morning to pick your orders so if you have placed your order overnight, this may not always be possible, however we will always endeavour to do our best to accommodate your request.

We aim to dispatch orders placed before midday Monday-Friday (not including public holidays) 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).   

International orders 

You can check the progress of your delivery here https://webglobal-e.com/order/track/ 

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.

Please contact us as soon as possible at hello@airandgracelondon.com letting us know details of the problem.

Please check the DPD Local tracking on your confirmation of dispatch email.  If deliveries are running late, the tracking is usually updated. 

Please check that your order is not a pre-order with an advertised dispatch date.   

International orders 

You can check the progress of your delivery here https://webglobal-e.com/order/track/ 

If you have any further queries please contact us at hello@airandgracelondon.com  

If you have ordered more than one pair of shoes, please make sure one of the shoes is not a pre-order with a different dispatch date.  This should be stated on your order confirmation email. 

We aim to dispatch orders placed before midday Monday-Friday (not including public holidays) the same day. 

Once they are dispatched, you will receive an email or text with tracking information.  You can also track your parcel using the links below.

• Royal Mail tracking  Track and Trace - Track your Item | Royal Mail Group Ltd
• DPD tracking  Parcel Tracking UK | Track Package | DPD Local Online (dpdlocal-online.co.uk)
• International orders Track Order (global-e.com)

You have various options if you are not home to accept delivery.  Royal Mail redelivery options:

• Change the day of delivery
• Deliver to neighbour
• Deliver to safe place (Please note, when a buyer changes the delivery to a safe place, they assume responsibility for any loss)
• Delivery to your local post office
• Delivery to your local Royal Mail delivery office

DPD redelivery options:

• Change the day of delivery
• Deliver to neighbour
• Deliver to safe place (Please note, when a buyer changes the delivery to a safe place, they assume responsibility for any loss)
• Delivery to your local DPD parcel shop

We offer free UK standard delivery for orders above £95.  Please see below for other delivery charges.

UK Delivery

• FREE - UK STANDARD DELIVERY via Royal Mail Tracked 48: Order by midday for delivery within 2-4 working days (orders over £95)
• £3.95 - UK STANDARD DELIVERY via Royal Mail Tracked 48 : Order by midday for delivery within 2-4 working days (orders under £95)

• £6.95 - DPD UK Next Working Day: Order by midday for next working day delivery (excluding Saturday and Sunday) 
• £14.95 - SATURDAY DPD UK Saturday Delivery: Order by midday on Friday for Saturday delivery before 6pm.

Any orders placed after midday will be dispatched the next working day.

*Please note: delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands and Islands may take a little longer.

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

Once they are dispatched, you will receive an email or text with tracking information. 

You can also track your parcel using the links below.

• Royal Mail tracking  Track and Trace - Track your Item | Royal Mail Group Ltd
• DPD tracking  Parcel Tracking UK | Track Package | DPD Local Online (dpdlocal-online.co.uk)
• International orders Track Order (global-e.com)

You have various options if you are not home to accept delivery.  

Royal Mail redelivery options:

• Change the day of delivery
• Deliver to neighbour
• Deliver to safe place (Please note, when a buyer changes the delivery to a safe place, they assume responsibility for any loss)
• Delivery to your local post office
• Delivery to your local Royal Mail delivery office

DPD redelivery options:

• Change the day of delivery
• Deliver to neighbour
• Deliver to safe place (Please note, when a buyer changes the delivery to a safe place, they assume responsibility for any loss)
• Delivery to your local DPD parcel shop

 Full information about returns and exchanges is available here: https://airandgracelondon.com/pages/returns 

You have 20 days from receiving your shoes to request a returns label, and you then have a further 10 days to return them (a total of 28 days from receipt).  

*Please note all products sold in our Warehouse Clearance and Sample Sale are Final Sale, and therefore cannot be returned or exchanged.*

UK customers can receive a returns label / QR Code via our returns system.

We offer a FREE returns service for all exchanges (UK only) using Royal Mail. Just create a return request via our website within 14 days of delivery and we’ll email a Royal Mail label to you. 

Refund returns will be charged a flat £2.95 postal return fee will be deducted from your total refund.You have up to 20 days from receipt of your order to request a returns label/QR Code from our online returns system. 

You then have a further 8 days to drop the parcel off at a Post Office. 

You will need to know your order/receipt number (input the number with the #) and the email address you used to make your purchase.   If you would like to request an exchange, please state in the notes which style/size you would like to exchange for.  If this is in stock, we will create an exchange order for you once we process your return.    

A returns label will be automatically emailed to you within a few minutes.  Please check your spam/junk folder in case it finds its way there.  If you are downloading the label from an iphone/ipad, please note it may go into your Files app. If you are unable to find the Files app, go to your App Store/App library and search Files.    

Do not worry if you do not have a printer, you will also receive a barcode within the email which you can show to the shopkeeper to print in store. 

Please do not use the label on more than one parcel. If you need to return another parcel you must request a new label for that parcel.

Air & Grace will not be held liable for any parcels that go missing in transit due to the re-use of the same return label.

You do not need to log into your account to request a returns label. 

Please go to our returns portal to request a free returns label. 

You need to enter your order/receipt number (which can be found on your order confirmation email and on your receipt card) and the email address you used when ordering.  

We use Royal Mail for return labels and you can track your return through the tracking number on the email that your returns label is attached to. 

Please allow up to 10 working days from receipt of your shoes to process a refund/exchange.

Do not worry if you don’t have a printer, you will also receive a QR Code within the email which you can show to the shopkeeper to print in store.  Request a returns label in the same way from our returns page

Returns outside the UK are not free. We provide a returns address label which is pre-paid. This amount will be deducted from your refund when we process the return.

Please click here for any returns outside of the UK https://web.global-e.com/returns/portal/oQlC 

Should you choose your own method of return, we strongly recommend that you use registered post, recorded delivery, or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items. We regret that we cannot be held responsible for non-delivery of returned goods.

If you are returning your order using your own method of shipping, all returns should be addressed to: 

Air & Grace 

Colvanbridge Ltd 

UNIT 2 - 4

Riverside Business Park Station Road Earls Colne 

CO6 2ER  

UK 

Please include your card receipt within the shoebox so we know who the order is from.If you no longer have the receipt, you can print off the order confirmation email we originally sent you which states your order/receipt number.  

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. We do ask for up to 10 working days from receipt of your shoes at the warehouse to process your return. 

Once your order is refunded/exchanged, you will receive an email to confirm this.  Please allow up to 7 working days for the refund to appear in your account, although this time can vary depending on your bank.  

If you have returned an already exchanged order (ie, this is your second pair which was an exchange), then the order value was £0.  If you requested a refund on this, then we would follow up with a refund on your original order, and you'll receive a separate confirmation email of your refund. 

Delivery costs will be presented at checkout, and this depends on the shipping country.

All global order are shipped with DHL.

Tax and Duty charges will be calculated and displayed at checkout so the total price at checkout includes shipping, import duty, and taxes.  There will be no further charges applicable to receive your parcel.

Please click on this link to return any orders from outside of the UK  https://web.global-e.com/returns/portal/oQlC

We highly recommend using our own service to return your items and we do not hold responsibility for non-delivery of returned goods if alternative carrier services are used. 

Should you choose your own method of return, we strongly recommend that you use registered post, recorded delivery, or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items.

We regret that we cannot be held responsible for non-delivery of returned goods. 

If you are returning your order using your own method of shipping, all returns should be addressed to: 

Air & Grace  

Colvanbridge Ltd 

UNIT 2 - 4

Riverside Business Park Station Road 

Earls Colne 

CO6 2ER  

UK 

Please include your card receipt within the shoebox so we know who the order is from. 

If you no longer have the receipt, you can print off the order confirmation email we originally sent you which states your order/receipt number.   

Please do not use the label on more than one parcel. If you need to return another parcel you must request a new label for that parcel.

Air & Grace will not be held liable for any parcels that go missing in transit due to the re-use of the same return label.