Returns & Refunds Policy
Last updated: 2 October 2026
We want you to be comfortable ordering from ShoeGrace.
For this reason, we offer a 30-day return period.
1. 30-Day Returns
You may request a return within 30 days of receiving your order.
This applies to eligible full-price and discounted products unless a specific legal exception applies.
To start a return, contact:
Please include:
- your name
- order number
- the product you wish to return
Where helpful, you may also include the reason for the return.
You do not need to provide a reason when exercising a statutory cancellation right.
2. Statutory Cancellation Rights
UK consumers purchasing eligible goods online generally have the right to cancel the contract within 14 days after receiving the goods, without giving a reason.
Our voluntary 30-day return policy is provided in addition to your statutory rights and does not restrict them.
3. Return Address
Please do not send returns to our business address unless we specifically tell you to do so.
Our return facility may differ depending on the product and fulfilment route.
Contact:
and we will provide the appropriate return instructions and return address.
4. Condition of Returned Products
For returns made under our voluntary return policy after the statutory cancellation period, products should be:
- unworn other than reasonable indoor fitting
- undamaged
- clean
- returned with accessories supplied with the product where applicable
- in a condition suitable for resale
We recommend trying shoes on indoors on a clean surface.
Please avoid wearing footwear outdoors if you may wish to return it.
These requirements do not limit any statutory rights you have where goods are faulty, damaged or not as described.
5. Return Shipping Costs
For ordinary change-of-mind returns, the customer is normally responsible for the direct cost of returning the product.
Where an item is faulty, damaged, incorrect or otherwise covered by your statutory rights, we will handle the matter in accordance with applicable UK consumer law.
6. Restocking Fees
We do not charge a restocking fee.
7. Refunds
Once your return has been received and assessed, an eligible refund will be issued to the original payment method.
Your bank or payment provider may require additional processing time before the refund appears in your account.
Where you exercise your statutory cancellation right, refunds will be handled within the time periods required by applicable law.
8. Original Delivery Charges
When you validly cancel an entire eligible order under your statutory cancellation rights, we will refund the cost of our standard delivery option where required by law.
If you selected a more expensive delivery method than our standard delivery option, any additional delivery cost does not have to be refunded.
9. Faulty, Damaged or Incorrect Goods
If you receive a product that is:
- faulty
- damaged
- materially different from its description
- or not the product you ordered
please contact:
Please provide:
- your order number
- a description of the issue
- clear photographs where appropriate
We will review the issue and provide an appropriate solution in accordance with your statutory consumer rights.
10. Exchanges
Where stock permits, we may be able to assist with a size or product exchange.
In some cases, the most efficient option may be to return the original product for a refund and place a new order.
Contact:
11. Order Cancellation Before Dispatch
If you wish to cancel or change an order before dispatch, contact us as soon as possible at:
We will attempt to stop fulfilment, but cannot guarantee that an order can be intercepted once processing has begun.
If the order has already been dispatched, you may use the applicable return procedure after delivery.
12. Sale Items
Unless clearly stated otherwise or a legal exception applies, sale and discounted products have the same statutory consumer protections as other products.
13. Contact
For returns and refund enquiries:
Model Cancellation Form
You may use this form if you wish to exercise your statutory right to cancel. Use of this exact form is not mandatory.
To:
ShoeGrace / NorthBridge Global LLC
30 North Gould Street, Ste R
Sheridan, WY 82801
United States of America
Email: shoegrace@hotmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):