Our sizing is based on standard British sizing and you should take the size that you normally take in shoes like ours. However there are two things to note:

• If your feet are quite narrow, you might need to take half a size down - especially if the shoe is a G fit, which is our wider fitting.
  
  
• Often people take half a size down in our shoes compared with high street sports sneakers.

For details on where individual collections are manufactured and details on how our shoes are made, please refer to our Process Guide.

We attempt to dispatch all orders the same business day if placed before 2pm (UK time). Unfortunately during business peaks, we may not be able to ship your delivery until the following business day. Please note we do not dispatch any orders on weekends or UK public holidays.

We currently use DPD & DHL for all of our UK shipping and DHL for all rest of the world shipping. Any tracking information will be provided at the point of order dispatch.

All of our orders require a signature on receipt of delivery. DPD offer a leave with neighbour or safe place service - this is the responsibility of the customer making the request. Grenson will not be held liable for any missing items. Please note: requests to alter your delivery can incur a delay within the DPD network.

Normal carrier timescales will apply for lace orders being delivered to non-UK addresses.

We regret that we cannot guarantee a timed or next-day delivery service to locations outside of the UK mainland.

Please Note: Promotional free shipping to any global territory is offered on a strictly limited and promotional basis. Grenson Ltd reserve the right to withdraw any promotional shipping offer without prior notice to customers.

Below is a guide of our shipping services and costs. Please note that time specific and Saturday delivery services are subject to availability and are not available for selection at checkout within our sale or peak promotional periods.

UK

• Standard delivery - £6 (Next working day from dispatch)
• Next day before 10:30am - £25 (Mon -Thurs on orders placed by 2pm on the working day prior (GMT) - Not available in peak periods of high demand.
• Next day before 12 Noon - £15 (Mon -Thurs on orders placed by 2pm on the working day prior (GMT) - Not available in peak periods of high demand.

Europe

• Standard - €25 (this service is approximately 1-2 days from dispatch) - Please Note: All import duties and taxes are paid in advance by Grenson at no extra cost to our customers.

USA & Rest of the world

• Standard - $25 (this service is approximately 1 – 3 days from dispatch) - Please Note: All import duties and taxes are paid in advance by Grenson at no extra cost to our customers.

Please note with all shipping services that we are still facing some restrictions in shipping around the world due to local Covid-19 restrictions and challenges faced by our carriers.

We offer a free returns service globally (where carrier service coverage permits). For orders within the UK, you can choose to use our pre-paid returns option via Royal Mail and DPD. For orders outside of the UK, you can book a direct collection at a time and location of your choice via DHL.

If for any reason you wish to return your unworn items, please follow the instructions detailed below.

All items must be returned in an unworn condition and in original packaging.

You must inform us within 14 days of purchase that you wish to return or exchange them. You must then return the product to us within 14 days from the date you informed us. Please note: If you wish to return any discounted product that you bought during the sale, we are unable to offer exchanges, but you can return it for a refund according to the terms above and then re-buy whatever you need.

If any item is returned outside of the 28 day returns window, or if any item is returned showing visible signs of wear, we regret we cannot guarantee a refund or exchange will be offered or available.

Regrettably we cannot offer exchanges on any discounted product purchased within a sale or any other promotional period. Due to the pace of sales during these periods, we advise purchasing the new size your require and return your original purchase for a refund. If you return discounted items requesting an exchange, these will instead be refunded to you if all meets the criteria as listed above for a viable return.

We cannot offer exchanges at all for any of our EU customers at present.

If there is no carrier service available in your area from our delivery partners outlined above, it will be your responsibility to return goods to us and, regrettably, we will not be able to cover the cost of this.

If you are located within the UK:

We have included pre-paid adhesive returns labels within your order packaging for both DPD and Royal Mail. DPD offer a tracked 1-2 working day delivery service that can be dropped off at a local DPD Pick Up Shop. You can locate your nearest DPD Pick Up Shop here.

Royal Mail offer a tracked 48 hour service that can be dropped off at any of the 11,000 plus Post Offices in the UK. You can use the official Royal Mail Post Office branch finder here to locate your nearest Post Office. Alternatively, you can also arrange for Royal Mail to collect your return from an address of your choice. A collection can be booked via our dedicated Grenson Royal Mail Returns Portal.

Please make sure you complete the brief form on the reverse of your invoice to confirm the reason for your return and include it with the returned items.

If you do not include this paperwork, it can lead to a delay in us being able to process your return.

We aim to have all returned items processed within 10 business days of arriving back to our Warehouse. Please be aware of any public holidays, weekends or unprecedented events beyond our control which may potentially delay delivery of your return to us.

Please note: you can drop off items purchased online to any of our London stores but we regret we are unable to offer a refund in store. Your refund will be processed once your returned items have arrived back to our warehouse and have been checked by our Returns Team for quality control. Delivery back to our Warehouse can be delayed. Please be advised that any returns made to store cannot be guaranteed to be processed within the 10 business days schedule as detailed above.

We advise using our free returns labels as provided wherever possible for the most efficient service.

Our address for returning items is:

Grenson Limited
Returns Department
Grenson House
C2 Crown Way
Crown Park
Rushden
Northamptonshire
NN10 6BS
United Kingdom

If you are located outside of the UK:

We offer a free of charge international collection service via DHL. If for any reason you wish to return your unworn items, please log in to your account on our website and look for the 'Returns' section or see the below section entitled "Our Returns Process'.

From the 'My Account' area of our website, you can arrange a free of charge collection at an address and date of your choice within our 28 day returns window.

In order to prevent your return shipment being held by customs or potentially being returned back to you, please ensure you have included all required returns invoice documentation - this includes any commercial invoices we have provided.

Please note that all items must be returned to Grenson within 28 days of receiving your order in the original packaging and unworn.

If any item is returned outside of the 28 day returns window, or if any item is returned showing visible signs of wear, we regret we cannot guarantee a refund or exchange will be offered or available.

Please note: if your order is retunred outside of our 28 day returns window, you will not be able to arrange a collection automatically via your web account and you will need to contact the Grenson Customer Services Team regarding your items.

Please be aware we cannot offer exchanges on items purchased at a discounted price or as part of a promotion. If items meeting the above criteria are returned with the request for an exchange, they will instead be refunded as long as they are in an unworn condition & within original packaging.

To request a free of charge return collection, please follow the below steps:

UK Customers

We offer free returns via both Royal Mail and DPD (where availability permits). You will find pre-printed returns labels for either of these services within your order that you can use to return your unwanted items to Grenson.

Outside of the UK Customers

We offer a free of charge collection service via DHL for all of our international customers. The below steps offer guidance on how to return your unwanted items and book a collection from a location and a time of your choice. Please note we cannot offer exchanges to EU customers. All orders returned will be refunded as long as the items meet our requirements for returned goods. and are unworn in original packaging.

• Firstly, please mark on the reverse of your original invoice whether an exchange or refund is required by ticking the box provided on the reverse of the invoice along with the reason for the exchange/refund. Please include this invoice in the package with the items to be returned. Without this processing your return can be delayed.
  
  
• Secondly, you will find 3 pre-printed copies of a commercial invoice document for returning to Grenson. Please make sure that you correctly mark the items being returned on these documents and sign each copy. Don't seal these within the package as these will needed to be handed to the DHL driver collecting your return. Please note this is a legal customs requirement and without these documents, it is highly likely the collecting driver will refuse to accept your collection when attempting a pick-up from you.
  
  
• To arrange your return parcel's collection, you will need to log into your account on our site and browse to the 'Orders' section of your account. From here, you will be able to request a DHL collection at a time and from an address of your choice. Our system will pre-populate the form based on your original order details where possible. This can be over-typed as required with an address of your choice.
  
  
• Please then follow the on screen instructions for printing your return shipping label and attaching to the box for return.
  
  
• It is important to also make a clear note on the outside of your package advising of: ‘BRITISH RETURNED GOODS’. Without this, you may be liable for import duty charges and your return may be delayed in arriving with us.
  
  
• Please make sure you take a copy of your return reference and the waybill number shown on screen once your collection is confirmed as this is how you can track your order via DHL’s online tracking service.

Once your goods are accepted back into stock you will be issued with an exchange or refund within 10 business days of receipt back to our Warehouse. All refunds are for the value of goods purchased and exclude original shipping fees. Please be aware we can only exchange sizing on a like for like product basis. We regret we cannot exchange for an alternative item.