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FAQs

  • POPULAR FAQS

    1. 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.

     

    2. 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

     

    3. 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.

     

    4. 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

     

    5. How do I get a returns label? 

    UK customers can receive a returns label via our returns system: https://return.clicksit.com/shop/air-grace. You have up to20 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 Collect+ Yodel for our free 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 will most likely go in to your Files app.  If you are unable to find the Files app, go to your App Store/App library and search Files. 

    Don’t worry if you don’t have a printer, you will also receive a barcode within the email which you can show to the shopkeeper to print in store.

    You can find your nearest Collect+/Yodel drop off point here   https://www.collectplus.yodel.co.uk/store-locator?v=2

     

    6. 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.

     

    7. How can I contact you?

    You can email us at hello@airandgracelondon.com or call us on 020 39954713

  • PRODUCT

    1. 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.

     

    2. What makes your shoes so comfortable?

    Our 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.

     

    3. What do you mean when you describe some styles are “distressed” or “vintage”?

    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.

     

    4. What are your vegan shoes made from?

    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. 

     

    5. Are your shoes sustainably made?

    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.

     

    6. Where can I try your shoes on before I buy them?

    Unfortunately at the moment we are not open, but plan to be back to normal by September 2021.

     

    7. Do you have an outlet/discount store?

    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.

     

    8. Can I wear orthotics with your shoes?

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

     

    9. Do your shoes provide arch support?

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

     

    11. How can I look after my shoes?

    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.

     

    12. Do you sell gift cards?

    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

     

    13. Do you sell spare laces? 

    Yes, you can find them here.

     

    14. What is a pre-order?

    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.

  • ORDERS

    1. Do I need an account to place an order?

    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. 

     

    2. Do you have a first order discount? 

    If you sign up to our mailing list, you will be emailed a £10 off discount code to be used with your first order. Please check your spam/junk folder in case it pops in there. 

     

    3. Where do I input a discount code?

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

     

    4. Can I use a discount code and loyalty points together/multiple discount codes?

    It is only possible to enter one discount code per order.  If you would like to enter a loyalty discount, please make sure you only redeem for the amount you would like to discount.  For example, if you have 3 x£5 off vouchers, please redeem £15 so you receive one code.

     

    5. Klarna/Clearpay

    We have partnered with Klarna and Clearpay so you have the option to buy now and pay later, or pay in 3 instalments. 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.

     

    6. How will I know my order was successful?

    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.

     

    7. Can I amend or cancel an item from my order?

    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.

     

    8. Where is my order? 

    Orders placed before midday Monday-Friday are(not including public holidays) 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.

     

    9. My order arrived and I have a problem

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

     

    10. My order has not arrived.

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

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

     

    11. There is an item missing from my delivery.

    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. 

  • DELIVERY

    1. Where is my order?

    Orders placed before midday Monday-Friday are(not including public holidays) 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 inthere). 

    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.

     

    2. Why am I being charged shipping?

    We offer a free UK Express delivery within the UK* For all orders £75 and over.  For orders under £75 we charge £4.95. 

    ·       UK*DPD Saturday Delivery (Order by Noon Friday) - £14.95

    ·       ROIDPD 2 Day Service - £9.95

    ·       EUROPE Zone 1 - £12.95 Click here to view countries

    ·       EUROPE Zone 2 - £19.95 Click here to view countries

    ·       USA& CANADA - £19.95

    ·       RESTOF WORLD - £24.95

     Please note, orders placed from our eBay store will incur a £4.95 postage charge.

     

    3. Duties/tax to the EU and outside the UK

    More information regarding delivery to outside of the UK can be found here.

    Although no customs duties are to be charged, as you know we are no longer in the EU so customers outside of the UK are liable for VAT in their country.

    ·       Orders to countries outside the EU may be subject to import taxes and/or duties, which are applied when your package reaches your country. 

    ·       Your order is shipped on a DDU (delivery duty unpaid) basis. 

    ·       We are unable to estimate the amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. 


    Please contact your local office to check an estimate of charges.

    ·       Payment of VAT is necessary to release your order from customs. For more information, contact your local customs office.

     

    4. Can I track my order?

    We use DPD Local and you can track your order through the confirmation of dispatch email.  When you place your order, we ask for your mobile phone number so you receive delivery notifications, although you would also receive email updates too.

     

    5. I will not be at home to accept my delivery – what should I do?

    You can amend your delivery details up to the point of delivery on the day.  You can request the driver to leave your parcel in a safe place, delivery to a neighbour, deliver a different day, to a nearby DPD shop, etc.

    If you choose to deliver to a DPD shop, collection would not be available on the same day.  

    Also, please note that if you choose to request delivery to a safe place(eg, front porch, etc) then you accept liability should the parcel go missing once left by the courier.  A photo will be taken of the parcel in the area you have chosen the parcel to be left by the driver.

     

  • RETURNS, EXCHANGES & REFUNDS

    1. 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 free returns label, and you then have a further 8 days to return them (a total of 28 days from receipt). 

    UK customers can notify us of their return, and receive a free Collect+/Yodel returns label via the returns system https://return.clicksit.com/shop/air-grace

    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 

     

    2. How do I get a returns label? 

    UK customers can receive a returns label via our returns system. 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  Collect+ Yodel for our free 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 will most likely go into your Files app.  If you are unable to find the Files app, go to your App Store/App library and search Files. 

    Don’t worry if you don’t have a printer, you will also receive a barcode within the email which you can show to the shopkeeper to print in store.

    You can find your nearest Collect+/Yodel drop off point here. 

     

    3. I cannot log into my account for a return label

    You don’t need to log into your account to request a returns label. Please go to our returns system to request a free returns label. You need to enter your order/receipt number (which can be found on your order confirmation email and top left of the A4 order sheet) and the email address you used when ordering. 

     

    4. Can I track my return? – Have you received my return?

    We use Collect+/Yodel for return labels and you can track your return through the tracking number on your email that your returns label is attached to.  Please allow up to 10 working days from receipt of your shoes to confirm receipt of the shoes, and to process a refund/exchange. 

     

    5. I don’t have a printer

    Don’t worry if you don’t have a printer, you will also receive a barcode 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 system.

     

    6. Do I receive free returns from outside the UK?

    We do not offer free returns on orders placed outside of the UK.

    If you would like to return your shoes and you are outside of the UK, please let us know within 14 days of receiving your order. 

    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.

     

    7. What is your return address?

    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 

    Please include your A4 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. 

     

    8. 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. We do ask for up to 10 working days from receipt of your shoes to process your return. Once your order is refunded, you will receive an email to confirm this.  Please allow up to 10 working days for the refund to appear in your account, although this time can vary depending on your bank,

     

    9. How long does it take to get an exchange? 

    As with all returns, 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 ask for up to 10 working days from receipt of your shoes to process your return. Once your order has been exchanged, you will receive an email to confirm this. 

     

  • ACCOUNT & MEMBERS CLUB

    1. What happens to the loyalty points I used if I request a refund?

    Your points will be refunded back into your loyalty account

     

    2. How do I reset my password?

    Click on Forgot My Password along with your email and you will be sent a reset email. 

     

    3. When I request a password reset, I don’t receive an email. 

    Please check your spam/junk folder or contact us to check your email address is correct in our system. 

    There is a small chance you may not have registered so please sign up here.

     

    4. I have previously purchased directly from Air & Grace, can these points be collected retrospectively?

    Yes if your purchase was after January 3rd 2019 as this is when our Members Club started.  However, if your order was refunded then you are unable to claim points from this purchase. 

     

    5. How do I turn my loyalty points into a discount code?

    Log into your loyalty account and from there you can redeem your points into a code that you can input at checkout.  Amounts are in increments of £5. 

  • None of these answer my query, how can I contact you?

    WE'D LOVE TO HEAR FROM YOU, PLEASE GET IN TOUCH.

    You can email us at:hello@airandgracelondon.com

    Or call us on: 020 3995 4713