Hours: Mon-Fri 10am-6pm EST

Email: hello@graymattersnyc.com
Click HERE to chat live with us
Phone: +1 (929) 295-0303

Orders placed before 12pm EST will be shipped out the same day. Any orders placed after 12pm EST will be shipped the following business day. Once the package has shipped, you will receive an automated email containing tracking information.

Please note that we do not process or ship orders on weekends or holidays, and we cannot ship to P.O. boxes or APO addresses.

Signature upon delivery is not required. Gray Matters is not responsible for any loss, liability or damage that may result from leaving your package at the shipping address without a signature.
Please contact hello@graymattersnyc.com  if you would like to add a required signature to your delivery.

Once the package is handed to a shipping carrier, Gray Matters is not responsible for any delivery delay, complication, damage, or loss caused by the carrier.

Gray Matters accepts the following payment methods:

   (1) Credit cards: Visa, MasterCard, Discover, American Express
   (2) Apple Pay
   (3) Shop Pay
   (4) Gift cards purchased from graymattersnyc.com

Gray Matters does not accept checks, cash, money orders, or orders taken over the phone.

RETURNS / EXCHANGES POLICY

Gray Matters is pleased to offer returns for full price items in unused and brand new condition.
The return must be requested within 14 calendar days from the order delivery or in store purchase date.

Please refer to the section Select your Country for country specific details about eventual return fees.

Products purchased on sale or with discount codes (with the exception of any "Welcome" code) are only eligible for store credit or exchange.

Please refer to the section Final Sale for items that are not eligible for returns or exchanges.

HOW TO EXCHANGE

Please email us on hello@graymattersnyc.com requesting the desired size/color/style change. We will provide further instructions on how to complete the exchange without placing a new transaction.

HOW TO RETURN

(1) Click HERE to login
- Enter your email address, click “continue" and you will be asked a 6-digit verification code
- You will receive an email with the 6-digit verification code
- Enter the code to access your returns page

(2) Click the order that you want to submit the return for.

(3) If your order has more than one item, then select the items that you wish to return.

(4) Select a return reason.

(5) Click request return.

(6) Once your request has been received and approved:
- You will receive an email with shipping instructions and your prepaid shipping label.
- The packaged shoes must be dropped off at USPS/UPS/DHL/FEDEX by 7 days of the return label receipt.
- Once the shoes have arrived at our warehouse and processed by our staff we will notify you and issue a store credit or a refund to the original method of payment.
Please allow up to 10 business days for the refund to appear on your bank statement.

We usually respond very quickly (within 1-2 hours) during EST working hours (10am - 6pm Monday - Friday), so please bear in mind that there may be a slight delay for any requests sent outside these hours. 

Returns are possible only for items that are in brand new and sellable condition. The shoes must be tried on a carpeted surface and no stains or marks should show on the upper or outsoles.
All orders must be returned in the original packaging, including the shoe box, shoe bags, and extra heel caps.

Shoes returned in non sellable condition, showing marks / stains on the upper or outsole and / or without the original box and shoe bag, cannot be accepted.

If your return is declined, we can ship back the shoes to you at your own cost, or we can donate / discard them.

Duties and taxes are prepaid for most international orders starting at $400 / €400 / £400 / CAD 600 or equivalent. For details, please refer to your destination country group in the section SELECT YOUR COUNTRY.

Product prices are displayed exclusive of all taxes and duties. For DDU (delivery duty unpaid) shipments we are unable to calculate the exact amount of duties and taxes your order will incur, as these charges are imposed directly by the Ship To country.

Duties and customs tariffs are set by the local government and determined based on a combination of the country of origin/manufacturing of the purchased goods, and the classification of that merchandise in accordance with the harmonized system adopted. The amount of applicable duty, tariffs and taxes will vary based on the product ordered and the specific rates set by the local government.
All archive sale items are shipped DDU from the United States. Eventual duties charged by local customs are responsibility of the customer.

If you would like to modify or cancel your full price order, please send a request to hello@graymattersnyc.com as soon as possible. 

We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.

Final sale orders are not eligible for cancellation.

We reserve the right to cancel your order and refuse future orders:
- if you are not able to provide details such as final customer name, address, phone number and email.
- if the same exact item is purchased, returned and purchased again.
- if we notice a constant pattern of purchases and returns.
- if we notice any potential fraudolent activity (for example: chargebacks for items that were never returned or returned damaged).

Any cancellation is subject to a fee of up to 5% of the order amount, depending on the payment method that was used for the purchase. The fee will be deducted from the refund.

In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email hello@graymattersnyc.com within 24 hours since order delivery. Photos of the incorrect/damaged merchandise must be included in the email.

Gray Matters does not take responsibility for damaged items purchased through third party retailers.

If an item is returned to us because a customer refused to receive the package, Gray Matters will seek to recover from the customer all costs or any fees incurred. Gray Matters is not responsible for refunding the value of returned goods that have been refused by customers.

- Items purchased with a discounted price (marked down price or through a discount code with the exception of any first order welcome code) and not considered final sale may be eligible for return for store credit or exchange. Please check the specific terms for your destination country in the section Select your Country. 

- Items purchased with a discounted price are not eligible for a refund to the original payment method.

- If a purchase is eligible for exchange and the item is no longer on sale, we cannot guarantee the discounted price on the exchanged item. 

- all items that are part of the annual archive sale are not eligible for free shipping. Items shipped outside the US might be charged import duties by local customs

The following items / orders are deemed final sale and are not eligible for cancellation, return, store credit or exchange:

- All items marked "final sale"
- Items purchased on sale at US$300 or less
- International orders of items on sale or purchased with a discount code
- Items purchased with store credit
- Items that are purchased, returned and purchased again in the same style, color, size.
- All archive sale items

- Lady Gray Points can only be applied to full price orders.
- The discount code generated by redeeming Lady Gray Points cannot be combined with any other promotion.
- Lady Gray points cannot be applied to a store credit.

If your favorite pair is sold out, you may still select your size using the size dropdown on the product page. You should notice the "ADD TO CART" button update to "INQUIRE."

Click "INQUIRE" and fill out the restock form. We'll respond ASAP to let you know if/when the product will be restocked.

Only full price items are available for restock.

If the full price item in question is available for restock, you may pre-order with a 50% deposit, exclusive of shipping fees and taxes.* We will email you a digital invoice and the deposit can be paid via credit card clicking on the link that appears on the email.

Once the pre-order deposit is accepted and paid, we will not be able to make changes or cancel the order until you receive the product. This includes size changes, style changes, quantities, etc. Once you receive the product, if you are not happy with the purchase, we can exchange for another item or issue a store credit. Pre-orders are custom made and cannot be returned for a full refund.  

We will charge the remaining 50% of the amount due, plus eventual shipping fees and taxes at such time as the product is ready for shipment. As soon as the product ships to your destination, we will email you the tracking number.

*Sales tax will be included on pre-orders shipping to customers in New York State.