You have 20 days from receiving your shoes to request a free returns label (via the returns system).  You then have 8 days to drop the parcel off.  A return label will be emailed to you within minutes of submitting the form.  Please keep an eye on your junk folder.

To receive a free returns label (UK only)

Should you require your exchange pair quickly then we would recommend requesting a refund and making a new purchase as returns can take up to 10 business days to process from receipt of the shoes at the warehouse.

We regret that if you do not have access to a Yodel drop off point, it is not possible to benefit from the free returns service. If you choose not to use our free returns service we are unable to refund the cost of return postage.

Air & Grace offer a full return and exchange policy. We recommend trying on all shoes on a carpeted surface, to avoid marking the soles. If you are not happy with your item, you may return it unworn, in the original packing. 

Each Yodel label should only be used on one parcel.  If you are returning multiple orders, you will need separate labels for each parcel. 

To check they have safely arrived at the warehouse please use the tracking button on the email you received the label/barcode.

Once your return has been received by our warehouse, the team need to quality check the shoes, repack and restock before compiling a returns report.  This is then sent onto us at Head Office to process your return and at this point you will receive an email from us to confirm receipt of your return. Please only try to contact us if you haven't received email notification 10 days after your parcel arriving at the warehouse. 

UK Exchanges 

• We are able to offer an exchange of size or style, depending on stock availability. Please provide details of the style / colour / size you require when creating your return.

• You must request a free returns label within 20 days of receipt of your order. We will ship the exchanged item to you for free (for orders within the UK) using our standard service.

• All items returned for exchange should be in their original condition, in their original packaging and be accompanied with the original paperwork that came with the delivery of your goods. We cannot process your exchange if your name and order number are not included with your parcel.

• Items to be exchanged will only be dispatched after the returned items have been received and undergone a full quality control check. We aim to dispatch the new items within 10 business days of receiving the returned items for exchange.

• All returned items should be in their original condition, in their original packaging and be accompanied with the original paperwork that came with the delivery of your goods. 

• Once received, returned items will undergo a full quality control check. Refunds will be issued from us up to 10 working days of receiving returned goods. Please note it may take a few more days for the refund to appear on your statement depending on the length of time it takes the payment provider to process the transaction.

• This policy does not affect your UK Statutory Rights.

UK Refunds

How to return an order without using our free Yodel returns service:

If you prefer, or cannot use our free service, you may also return your order by your own choice of carrier. Your return must include your name and order number and we strongly recommend that all returns are sent via a trackable delivery service. Items sent using a carrier other than our own free returns service are sent at your own risk. Please include the card receipt that was originally in the shoebox.

All returns should be addressed to:

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

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.

International Returns & Exchanges

• If you wish to return or exchange your order you may return it unworn, in the original packing within 30 days of receipt of the goods. 

• Please click here to return or exchange.
• 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.  

• All returned items should be in their original condition, in their original packaging and be accompanied with the original paperwork that came with the delivery of your goods. We cannot process and issue your return if your name and order number are not included in your returns parcel.

• Once received, returned items will undergo a full quality control check. Please ensure the items are packed to sufficiently protect the box in transit. Refunds will be issued up to 10 business days of receiving returned goods.

• Items purchased from Air & Grace must be returned to our warehouse. Items originally dispatched to the UK but returned from an international address will be subject to this international returns policy.  

• 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.   

• 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 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.

Faulty goods or goods that are different to those ordered

• If your items are different to those ordered, or if your item is faulty, please notify us at hello@airandgracelondon.com within 14 days of receipt of your order. 

• We shall be under no liability in respect of any defect of the goods arising from fair wear and tear, willful damage, negligence, abnormal usage conditions, failure to follow our instructions, misuse, alteration or repair of the ordered goods without our approval.

Terms And Conditions

• Our nominated carriers for the free returns service are Yodel for UK. We regret that we will not be able to use any other carrier or service provider.

• If you choose not to use our free returns service we are unable to refund costs incurred in returning your order.

• The returns service requires the parcel to be dropped off. It is not a collection service. We use Yodel and they have hundreds of drop off locations throughout the UK. These are usually less than 1 mile from your delivery location and open 7 days a week for long hours to enable you to drop off before and after work as well as during the day.