Frequently Asked Questions

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Please see below for some our of most frequently asked questions to help you with your enquiry. If you still can’t find what you are looking for, please email [email protected] and one of our customer services team will be happy to help.

About the product

What age range does Grass & Air cater to?

The Grass & Air clothing range is split into Infant and Junior. Our infant range starts from age 12-18 months and goes up to age 5-6 years. Our Junior range starts at age 2-3 years up to age 9-10 years.
Take a look at our size guide.

Do you have a size guide?

Yes. Please visit our size guides.

Are your products waterproof?

Some of our garments are waterproof. The technical information of each garment can be found under the product description on the garment product pages.
Our waterproof products include:

Infant waterproof jacket
Infant waterproof unlined trousers
Infant wellington boots
Junior boys unlined waterproof jacket
Junior boys unlined waterproof trousers
Junior boys wellington boots
Junior girls unlined waterproof jacket
Junior girls unlined waterproof trouser
Junior girls wellington boot

How should I care for your products?

All relevant individual garment care information can be found on each product page.
For more care instructions please see the care information page.

How to order

Can I amend my order?

We’re proud that we ship your orders pretty quickly, often within one hour. So, if you need to make an amendment to your order we ask that you email us at [email protected] or call us on 0161 272 5873 within half an hour and tells us what you would like to change. We cannot guarantee that we can make amendments after the half an hour time frame, therefore, if your order has already been processed, you will need to return the order to us.

Can I cancel my order?

If you wish to cancel your order, cancellations must be confirmed in writing to [email protected] within half an hour of the order being placed. You must email your name, address and order number within half an hour of placing the order. Upon receipt of your email we will cancel the order and reply to you confirming that your order has been cancelled. If your order has already been processed, you will need to return the order to us.

Do I need an account to place an order?

Absolutely not. However, there are perks to registering an account with us. You’ll receive exclusive discounts, be able to view your order history and save your details so you don’t have to input them all over again when you return to shop with us.

Pricing and Payment

What payment methods are accepted?

We accept all debit and credit cards. Orders can also be made via PayPal. Unfortunately, we do not currently accept American Express.

Is it safe to put my card details into this website?

Yes. We don’t store any of your card details, that’s our payment processor, Sage Pay’s, job. We will also never share any of your personal information.

I have a discount or promotional code, where do I enter it?

You can enter your promotional code at the checkout stage.

Delivery & Returns

My order never arrived

Oops, that doesn’t sound good. Don’t worry, we can help you. Please email us at [email protected] with your order number and we will try to locate your order.

I’ve received a faulty or incorrect item in my order

Uh oh, we’re really sorry! Please email us at [email protected] and tell us the problem, along with your name and order number, and we can help. If you try to include pictures of any faulty items, even better!

How much is delivery?

UK orders below £20 will incur a £3.95 delivery charge. For UK orders £20 and over, delivery is free of charge.

All deliveries to The Channel Islands, Ireland and the Isle of Man will incur a delivery charge of £15 per order, regardless of the order value.

All European deliveries will incur a delivery charge of £20 per order, regardless of the order value. Please be aware when shipping to the EU, that following Brexit, new taxes might apply for orders over £150.

For international delivery charges, please email [email protected].

How long does delivery take?

We aim to dispatch all UK orders placed before 1pm the same day for next working day delivery. For all UK orders placed after 1pm, we cannot guarantee next day delivery and therefore advise that your order may take up to 2 working days to arrive. All orders placed after 1pm on Friday or at weekend will be dispatched the following Monday. In this case, please allow 3-5 days for delivery.

For The Channel Islands, Ireland, The Isle of Man and Europe, all orders will be dispatched within 24 hours. We cannot guarantee next day delivery. Please allow up to 4 working days for your order to be delivered. All orders placed after 1pm on Friday or at weekend will be dispatched the following Monday. In this case, please allow up to 7 days for delivery.

Please refer to our delivery page for more information.

Which delivery couriers do you use?

We use DHL to ship our orders.

Does the delivery need to be signed for?

Yes, our courier requires a signature upon delivery.

How can I track my order?

If you need help tracking your order please contact us on [email protected] and we can get in touch with our couriers.

How do I return an item?

We hope this isn’t the case, but if you do need to return an item(s), we offer FREE UK RETURNS via DHL ServicePoint. Visit our Delivery & Returns page here to find out more.

Note: The refund will be to the cost of the item only and will not include the delivery charge. Refunds will be credited to your original method of payment.

How much is it to return an item?

UK returns are FREE. For international returns, unfortunately, we currently do not offer free returns and the delivery charge will be the responsibility of the customer. Please return items to: Grass & Air, Eco Works, 4 Midland Street, Ardwick, Manchester, M12 6LB. Make sure to include a note with your name, order number and reason for return, otherwise we will be unable to process your return.

Privacy

How are cookies used?

Cookies are small files that are downloaded to your device whenever you visit a website. When you return to the same website, your browser sends these cookies back to the website with relevant information. Don’t worry, they are in no way harmful or considered to be any form of malware. Cookies are designed to make your browsing experience more pleasurable by tailoring what you see on screen based on your search history.

We will only ever use cookies to analyse your behaviour whilst on www.grassandair.com so we can work to make our website a better shopping experience for you and our other customers.

How will my personal information be stored?

Don’t worry; we will never store any of your personal details. The only information that will be stored on a database is your email address if you have subscribed to our newsletter which features exclusive discounts, product launches and the latest company news.

What is your privacy policy?

In short, we are committed to preserving the privacy of all visitors to www.grassandair.com.

You can read our full privacy policy here: Privacy Policy.

Will my personal information be passed onto a third party?

We will never pass on your information to any third parties.

Other

Can I receive up-to-date offers and news from Grass & Air?

Absolutely! Simply go to our homepage at www.grassandair.com, scroll to the bottom and enter your email address to receive brand news, product launch information and exclusive offers.

Frequently Asked Questions

About the product

What age range does Grass & Air cater to?

Do you have a size guide?

Are your products waterproof?

How should I care for your products?

How to order

Can I amend my order?

Can I cancel my order?

Do I need an account to place an order?

Pricing and Payment

What payment methods are accepted?

Is it safe to put my card details into this website?

I have a discount or promotional code, where do I enter it?

Delivery & Returns

My order never arrived

I’ve received a faulty or incorrect item in my order

How much is delivery?

How long does delivery take?

Which delivery couriers do you use?

Does the delivery need to be signed for?

How can I track my order?

How do I return an item?

Note: The refund will be to the cost of the item only and will not include the delivery charge. Refunds will be credited to your original method of payment.

How much is it to return an item?

Privacy

How are cookies used?

How will my personal information be stored?

What is your privacy policy?

Will my personal information be passed onto a third party?

Other

Can I receive up-to-date offers and news from Grass & Air?

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Frequently Asked Questions

About the product

How to order

Pricing and Payment

Delivery & Returns

Note: The refund will be to the cost of the item only and will not include the delivery charge. Refunds will be credited to your original method of payment.

Privacy

Other

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