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FAQs

Are all products that Grails sells new and authentic?
Everything is guaranteed authentic and new. We only sell shoes that are in brand new and unworn condition. We do not sell, accept, or otherwise deal with fakes, 'grey market' items, or factory variants. All shoes we accept for sale are carefully and thoroughly inspected for condition and authenticity before they're offered to customers. We decline items that don't meet our standards.

Can I see more pictures of a particular pair of shoes?
If you want to see more pictures of a particular shoes, please email the link of the shoes with "Request more pictures" and we'll respond as soon as possible.

Can I wear older shoes?
Due to the fact that we sell shoes that could be considered "vintage", certain shoes, for example older Air Max, should be worn with discretion. Grails is not responsible for any damage caused to these older shoes after usage.

How does 'Make an Offer' work?
We're happy to entertain offers on all stock. To make a sensible offer, fill out your email address, enter a price and click the 'Make an Offer' button. If we agree on a price, we'll send you details on how to make payment.

Can you keep an item on hold for a certain amount of time?
No. We do not accept holds for any items.

Do you accept trades?
No. We do not accept any trades under any circumstances.

Are customs and duties included in the shipping fee for international orders?
No. For all international orders, customs and duties due will be billed to you upon delivery of your package.

Can I ship to an address other than my billing address?
If you have a PayPal account that is fully verified, we can ship your order to any address that has been verified with your PayPal account. Simply enter your desired shipping address as the billing address at checkout and complete your purchase with PayPal.

I need to make changes to or cancel my order. Can you help me?
Unfortunately, our system does not allow us to make changes to an order (size, quantity, style, etc.). We may not have another shoe available in an alternate size or colour for the same price. Please confirm the details of your order carefully before submitting.

How can I check my order status?
Once your order is shipped, you will receive a tracking number via email.

What is Grails return policy?
All sales at Grails are final. In the event of a shipping error, please contact us and we will be happy to assist you. All shoes are inspected prior to shipment for order accuracy and defects.

I'm interested in selling shoes, where can I get more information?
If you’re interested in selling with us, or learning more about the consignment process, feel free to check our CONSIGNMENT section.

I couldn't find an answer to my question. How should I contact Grails?
You can use the contact form on the right, or email us directly at hello@grails.co.uk