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Returns & Exchanges

WE OFFER A FREE RETURNS SERVICE FOR UK ORDERS*
ORDERS MUST BE RETURNED WITHIN 28 DAYS OF RECEIPT

Please note to use the free returns service you will need access to a printer in order to print the pre-paid label. We regret that if you do not have access to a printer it is not possible to benefit from the free returns service. If you choose not to use our free returns service we regret that we cannot 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 any potential soiling or damage to the original condition of the shoes. If you are not happy with your item, you may return it unworn, in the original packing within 28 days of receipt of your order.  

 

Returns

For Free Returns (UK orders only) please email returns@airandgracelondon.com and we will issue you with a free returns label.

Please note to use this service you will need access to a printer to print the pre-paid label. We regret if that you do not have access to a printer it is not possible to benefit from the free returns service.

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 refund if the shoes are not returned within 28 days and  if your name and order number are not included in the parcel being returned.

Once received, returned items will undergo a full quality control check. Refunds will be issued from us within 5 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.

Items purchased online may not be returned to our stockists.

This policy does not affect your UK Statutory Rights.

If you prefer not to use our free service you may also return your order by your own choice of carrier. We strongly recommend that all returns are sent via a traceable delivery service. Items sent using a carrier other than our own free returns service are sent at your own risk. 

All returns should be addressed to:

Air & Grace 
Sute 107 Bon Marche Centre
241-251 Ferndale Road 
London
SW9 8BJ 

 

Exchanges

We are able to offer an exchange of size or style, depending on stock availability.

Before returning any items for an exchange, please email us at returns@airandgracelondon.com, detailing your request. Please ensure your name and order number are stated on your email.

Please return the original item. Our free returns service* is available for all exchanges and we will also ship the exchanged item using to you for free (for orders within the UK) using our standard service.

Please note to use the free returns service you will need access to a printer in order to print the pre-paid label. We regret that if you do not have access to a printer it is not possible to benefit from the free returns service. If you choose not to use our free returns service we regret we cannot refund the cost of return postage.

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 2 working days of receiving the returned items for exchange.

Items purchased online may not be returned to our stockists.

This policy does not affect your UK Statutory Rights.

Faulty Goods or Goods That Are Different to Those Ordered

If your items are faulty or are different to those ordered, we will provide a full exchange or refund if the goods have not been used, proof of purchase is provided and the goods are returned to us within 28 days of dispatch of your order.

In the case of an exchange, we will issue your exchange, including any postage you have paid or incurred returning the product to us, within 2 working days of receiving the returned items.

In the case of a refund, we will issue your refund, including any postage you have paid or incurred returning the product to us, at the latest within 5 working days of agreeing to a refund.

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

Colours

We have made every effort to display as accurately as possible the colours of our products that appear on www.airandgracelondon.com. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

 *Terms and conditions apply. See below

1) To be able to use our free returns service requires access to a printer to be able to print the pre-paid label. If you do not have access to a printer we regret that it is not possible to benefit from the service. 

2) Our nominated carriers for the free returns service are Collectplus and UPS. We regret that we will not be able to use any other carrier or service provider.

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

4) Our free returns service is only available for UK orders only

5) The returns service requires the parcel to be dropped off. It is not a collection service. We use UPS who have hundreds of convenient "access point" locations throughout the UK. These are usually never more than 1 mile from your delivery location and open 7 days a week and for long hours to enable you to drop off before and after work as well as during the day.

International returns & exchanges

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 esnure the items are packed to sufficiently protect the box in transit. Refunds will be issued within 5 working days of receiving returned goods

Any charges incurred for returning goods back to us for refund or exchange are the responsibility of the customer.

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

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 your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through Air & Grace. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.