We offer a FREE exchange service (UK only) using Royal Mail or InPost
Refund returns will be charged a £2.95 postal fee, which will be deducted from the total refund.
You have 20 days from receiving your shoes to request a returns label/QR code (via the returns system). You then have 8 days to drop the parcel off. A return label/QR code will be emailed to you within minutes of submitting the form. Please keep an eye on your junk folder.
We do not provide return labels from the Channel islands or Isle of Man. Please return your order to the following address. We recommend using a Signed For service. Please be sure to keep hold of your receipt for future reference.
Air & Grace Returns. Colvanbridge Ltd, Units 2 – 4 Riverside Business Park, Station Road, Earls Colne, CO6 2ER
*Bags, belts, socks, and tights can only be returned if they meet the specific return guidelines outlined in their product descriptions.*
*If you are dropping off one or more parcels to various retailers, please ensure you have the correct Royal Mail or InPost QR code scanned when returning your Air & Grace parcel. Please check the printed label, and the receipt before your parcel is left at the drop off point. Air & Grace are not liable for any loss due to using the incorrect QR code, and we cannot process a refund should we not receive the correct item back. Should we receive the incorrect item, we will always endeavour to return this back to the customer.*
FAQ
- For a returns label or QR code visit: https://airandgracelondon.com/pages/returns
- Refund returns will be charged a £2.95 postal fee, which will be deducted from the total refund.
- If you are returning multiple parcels, you will need to create additional returns labels / QR codes
- You have 20 days from receiving your order to request a print at home label/barcode, then a further 8 days to drop the return off - find your nearest Royal Mail drop off: https://www.royalmail.com/services-near-you#/
- My refund is showing as £0? 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.
- Belts & Bags - To qualify for a return, items must be unworn and have the swing tag still attached. If the swing tag has been broken or removed, we cannot accept returns unless the product is faulty.
- Socks & Tights - To qualify for a return, items must be unworn and in unopened packaging, due to the personalised nature of our products. If the packaging seal has been broken, we cannot accept returns unless the product is faulty. Ladders are considered faults only if present when the package was first opened.
*Please note all products sold in our Warehouse Clearance and Sample Sale are Final Sale, and therefore cannot be returned or exchanged.*
You’re also welcome to return your order by your own choice of carrier. 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 paperwork from your delivery so we can identify your order details.
If you have decided to not use our returns label please email us at hello@airandgracelondon.com to confirm once you have posted your return.
Return Address:
Air & Grace, Colvanbridge Ltd., UNIT 2 - 4 Riverside Business Park, Station Road, Earls Colne, CO6 2ER
TERMS AND CONDITIONS
- 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.
- Our nominated courier for our returns service is Royal Mail and InPost 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 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 Royal Mail 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.
- Ensure you obtain proof of postage. Please keep this until your return has been received and your refund processed.
- Please ensure our conditions are met before sending a return to avoid disappointment. If a return is rejected, the company will not be liable for refunding the cost of goods or postage.
Returns From Outside Of The UK
Please note, returns outside of the UK are not free. We provide a returns address label which is pre-paid and this amount will be deducted from your refund when we process the return
Items originally dispatched to the UK but returned from an international address will be subject to this international returns policy.
Please email us at hello@airandgracelondon.com to confirm once you have posted your return.
Exchanges
In some instances we are able to offer an exchange of size or style, depending on stock availability.
*Please note all products sold in our Warehouse Clearance and Sample Sale are Final Sale, and therefore cannot be returned or exchanged.*
Faulty Items
On the very rare occasion you encounter an issue with your product, please contact us at hello@airandgracelondon.com, attaching clear photos, so we can try to find a resolution as soon as possible.
