FAQ | Grenson Shoes

FAQ's

Customer Service

If you have any queries about your order or a question about Grenson, please contact us:

Email our customer services team.

Monday to Friday 9am to 5pm

Grenson Ltd
Grenson House
C2 Crown Way
Crown Park
Rushden
Northamptonshire
NN10 6BS

Brexit changes for our EU based customers.

Read our specific Brexit guidelines here

COVID-19 Notice:

We are shipping web orders from our Warehouse without delay. However, please note that our Warehouse are working with some restrictions in place order to ensure their health and safety following the official UK government advice on social distancing.

How long will it take to ship my order?

We currently use DPD for all of our UK shipping (excluding orders containing laces only within the UK), and DHL for all rest of the world shipping. Any tracking information will be provided by these companies at the point of order despatch. All of our orders require a signature on receipt of delivery, DPD offer a leave with neighbour or safe place service this is at the responsibility of the customer and Grenson will not be held liable for any missing items.

UK orders consisting only of laces, are shipped via a First Class Royal Mail service free of charge. Subsequently these shipments will not have any dispatch or tracking details associated.
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 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 not available within sale or peak promotional periods.

UK

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

orders containing only laces which are being shipped to a UK address – no charge (approximately five working days from dispatch via a Royal Mail First Class service).

Europe

Standard - £15
(this service is approximately 1-2 days from dispatch)

Rest of the world

Standard - £25
(this service is approximately 1 – 3 days from dispatch)

What happens if my shoes don’t fit or are faulty and I want to return them?

We offer a free returns service globally (where carrier service covrage permits). You can choose to use our pre-paid returns option via Royal Mail and DPD within the UK, and a direct collection at a time and location of your choice via DHL for all non-UK customers.
If for any reason you wish to return your unworn items, please follow the instructions detailed below. Please note that all items must be returned to Grenson within 28 days of receiving your order in original packaging and unworn. We cannot guarantee that refunds or exchanges due to unwanted items will be available on items returned outside of the 28 day returns window or if showing signs of wear.

Please note – 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 returns sticky labels within your order packaging for both DPD and Royal Mail.

DPD offer a tracked 1-2 working days 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.

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 don't do this, it can lead to a delay in us being able to process your return.

We aim to have all returned items processed within 10 working days of receiving the returned items. Please be aware of any public holidays or weekends potentially delaying delivery of your return to us.

Please be aware you can drop off items purchased online to any of our London stores but we are unable to refund in store. Your refund will be processed once the items have returned to our warehouse and have been checked by our returns team for quality control.

Our address for returning items to 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 follow the instructions detailed below. Please note that all items must be returned to Grenson within 28 days of receiving your order in original packaging and unworn. We cannot guarantee that refunds or exchanges due to unwanted items will be available on items returned outside of the 28 day returns window or if showing signs of wear or damage.

Our Returns Process

Please note; if your order is outside of our 28 day returns window, you will not be able to arrange a collection automatically and will need to contact our customer services team regarding your items.

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

  • 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.
  • To arrange your parcels collection, you need to log into your account on our site and browse to the 'View 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 days of receipt. Please be aware we can only exchange sizing on a like for like product. We cannot exchange for an alternative item.

How many times can I exchange?

Please note, we are only able to offer a single exchange per item. If goods are still unsuitable or are not required after being exchanged, these items can only be returned & refunded in full (including shipping charges where the full order is returned to us). All returns & refunds are subject to our Terms and Conditions.
You are welcome to place a new order for any additional sizes or styles you require and we will be happy to fulfil this, depending on our stock levels if you are unable to exchange as per above.

What size do you recommend?

This is a difficult one as everyone's feet are different. The only thing we can advise is to look at our conversion chart in the Size Guide section. Unfortunately, at present, we aren’t able to provide specific measurements.

Can you advise me when styles that are out of stock will become available?

As our stock is constantly updating in real time throughout the day, some products will have their stock automatically replenished.
We would advise to sign up to our out of stock notification on the product page of the item you are interested in by clicking on the greyed-out size you require and entering your name and email address to subscribe to a stock notification on the specific size of item you require.
Please note, if this stock notification option is not available on a specific product, then regrettably, this product will not be re-stocked. We don't offer stock notification on sale or clearance product as it is likely this item will not be re-stocked.

What Countries do you ship too?

We ship worldwide to many countries from our factory & warehouse location in Northamptonshire, UK. Regrettably, if your country is not listed below, unfortunately we do not offer a shipping service to your area at present. We regularly review this list.

  • Australia
  • Austria
  • Belgium
  • Bosnia and Herzegovina
  • Bulgaria
  • Canada
  • China
  • Croatia
  • Cyprus
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Guernsey
  • Hong Kong
  • Hungary
  • Ireland
  • Italy
  • Japan
  • Jersey
  • Korea (the Republic of)
  • Latvia
  • Lithuania
  • Luxembourg
  • Malaysia
  • Monaco
  • Netherlands (the)
  • New Zealand
  • Norway
  • Poland
  • Portugal
  • Romania
  • Singapore
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Switzerland
  • Taiwan (Province of China)
  • United Arab Emirates (the)
  • United Kingdom of Great Britain and Northern Ireland
  • United States of America (the)

Worldwide orders, including those being shipped to Australia and Canada, must be placed via our UK website: www.grenson.com/uk which is priced in GBP. Orders to the United States must be placed via our US website: www.grenson.com/us where pricing is in USD, to access US domestic addresses.

Where do you make your shoes and how are they made?

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

How can I pay for my order?

We offer a variety of payment options for our customers to make it easier and more convenient to pay.
Currently, we offer the following payment methods:

  • Credit/Debit Card
  • PayPal
  • Amazon Pay

Please note, to use PayPal and Amazon Pay, you will need to have an account set up with these payment providers beforehand.

We take fraud very seriously, so please be aware that all credit and debit cardholders are subject to validation checks and authorisation by the card issuer. We may contact you to validate details for your protection as well as ours. We have the right to refuse any orders we believe to be fraudulent or are not able to meet our checks.

Do you have any discounts available?

Occasionally, we may run promotions and sales. We would suggest signing up to our Newsletter, via the red button at the bottom of any of our web pages, as our subscribers are first to hear about our promotions, sales, new collections, seasonal offerings and special events.

How do I send my shoes to you for repair?

Please purchase your relevant repair via our repairs page, and then post your shoes along with a copy of your repair order confirmation email enclosed to our address below :

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

If you can't include a copy of your repair order confirmation email, Please ensure you include your name and order number (GXXXXX) with your footwear.
Postage to us isn’t something that we cover within the cost of a repair, but we do cover the couriered DPD or DHL service back to you once your repairs are complete, therefore we would suggest using a tracked service to send your shoes to us.

Once received, our Repairs Department will prepare them for the factory and will be in touch as soon as possible. Please be advised repairs can take approximately 4-6 weeks to complete once they are within the factory.

My shoes are faulty! What should I do?

If you believe you have received a faulty or defective item and haven’t yet worn your shoes, you can send these back to us via our normal returns process for a full refund or exchange. Please refer to our return instructions.

If you have worn your shoes and find there is an issue, please contact our Customer Services Team who will be happy to assist.

Where is my order?

Once dispatched, you should get an email or text message with tracking details. Please use these to keep an eye on your parcel’s progress via the below links:

Track a DPD Shipment
Track a DHL Shipment

For UK deliveries of orders consisting only of laces, these are shipped out via First Class Royal Mail and, subsequently, will not have any dispatch or tracking details associated. It can take 5 working days for them to arrive with you from the date we post them. This can be slightly longer in peak Royal Mail periods. Normal carrier timescales will apply for lace orders being delivered to non-UK addresses.

If you have any issues with delivery, please contact our contact our Customer Services Team as quickly as possible so we can resolve this for you.

How can I amend or cancel my order?

If you need to amend or cancel your order, please contact our Customer Services Team as soon as possible, confirming the details of the order you want to change. Please note that during our sale or other high order volume peaks, we are unable to cancel or amend any orders.

Unfortunately, it will not always be possible to amend or stop the order if it has already been completed and dispatched by our warehouse. In such circumstances you can return the unwanted goods free of charge by using our returns service (details of which can be found on our Shipping & Returns page).

You can also update delivery address details directly via our couriers by visiting the below links with your tracking details:

https://www.dpd.co.uk/lp/yourdpd/index.html
https://www.ondemand.dhl.com/

Do you sell gift vouchers?

Unfortunately, we don’t sell gift vouchers on our website. These are currently only available to purchase in our retail stores.

Are having issues using our web site or placing an order?

With the thousands of types of device available to consumers around the globe and lots of different software combinations, we can’t fully cover all options. However we try very hard to make sure we have our web site as functional as possible on the majority of most popular devices & operating systems/web browsers in current popular use.

Here are a few common points that may be able to help you with your current issues:

  • Make sure you are logged in to be able to check out – We request all users are logged in to our web site to be able to complete an order. This is mainly due to the fact we often run promotions or offers to our valued loyal subscribers and we need to make sure we are identifying the correct customers. By having an account, you are also able to view previous orders and if outside of the UK, manage your return collection requests via our DHL integration within the ‘My Account’ area of our web site.
  • I have previously checked out with Amazon Pay? – If you have used Amazon Pay previously on our web site then an account would have automatically been created for you based on your Amazon account credentials. If you have any issues with a forgotten password or email address, please remember these are your Amazon account login details and any changes to passwords or stored payment methods, will need to be carried out on Amazon’s own web site. Please also be advised that you will need to use the login with Amazon button when logging in to our site. You are free to create a new account as well if preferred and pay with any other payment method we offer.
  • Please make sure your machine is allowing the use of cookies for our website – You can opt out of our marketing cookies as per the pop-up message & GDPR requirements. There are however also cookies that don’t store personal data that are required for the web site to function. For example our shopping cart is one of these areas. The items within your cart are stored within a cookie until you are logged in to your account after which, the web site can then attribute the cart items to a registered web site user. On some corporate owned devices or those with high security settings in place, some web sites are blocked from saving any cookies which will cause our web site to fail.

If you have tried all of the above to no avail, we would suggest clearing the cookies & cache from your browser to make sure your device is accessing the latest version of our web site and not an older version cached by your browser software that may now contain expired information around user sessions or similar. Here is a handy reference on how to clear your cache or cookies in most modern web browsers to assist with this: https://www.refreshyourcache.com/en/home/.

Failing all of these options, we would recommend trying another device if possible.

How do I apply to become a Grenson stockist?

For all wholesale enquiries please email details to enquiries@grenson.co.uk

I have a press enquiry, who should I contact?

For all Press enquiries please email details to press@grenson.co.uk