Grenson Shoes & Accessories | FAQ

Customer Service

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

Email our customer services team

Our office hours are Monday to Friday 9am to 5pm GMT

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

COVID-19 Notice:

We are still shipping web orders from our Warehouse, 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 DHL to fulfil our shipments and any tracking information will be provided by email on the day your order is despatched. We aim to ship all orders on the same day of order but this timescale can be longer during seasonal business peaks & in sale periods. All of our orders require a signature on receipt of delivery. Grenson will not be held liable for any missing shoes.

Please Note: Promotional shipping offers to any global territory are offered on a strictly limited basis. Grenson Ltd reserve the right to end any shipping promotion to any territory without prior notice.

Below is a Guide of our shipping services and costs.

U.S Mainland

Standard delivery - $25
(This is a 1 - 2 business day door to door service via DHL. We ship on a next day air freight service to all of the US but due to time zone differences this can take up to 2 days to arrive. Grenson will cover all import taxes & duties where applicable).

U.S Islands & Outlying Territories

Standard delivery - $25
(This is a 1 - 3 business day door to door service via DHL. We ship on a next day air freight service to all of the US but due to time zone differences this can take up to 2 days to arrive. Grenson will cover all import taxes & duties where applicable).

Rest of the world

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

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 our Size Guide section.

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

For out of stock styles, please contact our customer services team.

How do I apply to become a Grenson stockist?

For all wholesale enquiries please email details to

I have a press enquiry, who should I contact?

For all Press enquiries please email details to

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

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.

Unfortunately, we cannot offer exchanges on sale items. This is due to the fast pace of sales & stock at this time. If your items purchased within a sale are sent back requesting an exchange, we will instead refund the payment method used on your original order to the value paid for the items in line with the items being in unworn condition.

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.
  • Secondly, you will find 3 copies of a pre-populated commercial invoice within your package. Please mark in the column provided what items are to be returned & sign the 3 copies of the pre-populated commercial invoice documentation . These copies will need to be handed to the driver collecting your return so please don't package them up inside the shipment. There is potential that the collecting driver may refuse your return without these commercial invoices being handed to them.
  • 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 that we can only exchange sizing on a like for like product. We cannot exchange for an alternative item.