Frequently Asked Questions
How long does delivery take?
Our estimated delivery time is 7–15 days.
Delivery may occasionally be affected by courier delays, public holidays, severe weather or other circumstances outside our reasonable control.
Do you deliver throughout the United Kingdom?
Yes. ShoeGrace serves customers across the United Kingdom.
Will I receive tracking information?
Where tracking is available, you will receive tracking details after your order has been dispatched.
Please allow some time for the courier to update tracking information.
Why did only part of my order arrive?
Some orders may be shipped in separate parcels.
If this happens, the remaining items may arrive separately.
My parcel shows as delivered but I cannot find it. What should I do?
Please check:
- around your property
- with other household members
- with neighbours where appropriate
- any safe place used by the courier
- any delivery photograph or notification
If the parcel still cannot be located, contact:
Sizing
What sizing does ShoeGrace use?
Our footwear is displayed using UK sizing wherever applicable.
Please check the sizing information shown on the individual product page before ordering.
What if I am between sizes?
Fit can differ between styles.
Please review any product-specific sizing information before ordering.
Can I exchange my shoes for another size?
Where stock allows, we may be able to assist with an exchange.
In some cases, returning the original pair for a refund and placing a new order may be the quickest option.
Contact:
Returns & Refunds
What is your return policy?
We offer a 30-day return period.
You may request a return within 30 days of receiving your order.
Can I return an item if I change my mind?
Yes.
Eligible products may be returned within our 30-day return period.
For ordinary change-of-mind returns, return postage is normally your responsibility.
How do I start a return?
Email:
Please include your name, order number and the product you wish to return.
Where do I send my return?
Do not automatically send returns to our business address.
Contact us first so we can provide the correct return address and instructions.
Do you charge a restocking fee?
No.
ShoeGrace does not charge a restocking fee.
Can I try the shoes on?
Yes.
We recommend trying shoes on indoors on a clean surface.
Avoid wearing them outside if you may wish to return them.
How long does a refund take?
Once an eligible return has been received and processed, the refund will be issued to the original payment method.
Your bank or payment provider may require additional processing time.
Order Problems
What if my product is damaged or faulty?
Contact:
Please include:
- your order number
- a description of the problem
- clear photographs where relevant
Your statutory consumer rights remain unaffected.
What if I receive the wrong item?
Contact us with your order number and photographs of the product received.
We will help resolve the issue.
Can I cancel or change an order?
Contact us as quickly as possible.
If fulfilment has not started, we may be able to make changes or cancel the order.
Once processing has begun, this cannot always be guaranteed.
Payment
What currency are prices shown in?
Prices are displayed in pounds sterling (GBP / £) unless otherwise stated.
What payment methods do you accept?
The payment methods currently available are displayed during checkout.
Is my payment information secure?
Payments are processed through secure third-party payment services.
ShoeGrace does not normally store your complete payment card information.
Contact
How can I contact ShoeGrace?
Email:
For order enquiries, please include your order number.
Who operates ShoeGrace?
ShoeGrace is operated by:
NorthBridge Global LLC
30 North Gould Street, Ste R
Sheridan, WY 82801
United States of America