CONTACT
Hours: Mon-Fri 10am-6pm EST
Email: hello@graymattersnyc.com
Click HERE to chat live with us
Phone: +1 (929) 295-0303
SHIPPING & RETURNS
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.
Gray Matters accepts the following payment methods:
(1) Credit cards: Visa, MasterCard, Discover, American Express
(2) Apple Pay
(3) Klarna
(4) Shop Pay
(5) Gift cards purchased from graymattersnyc.com
Gray Matters does not accept checks, cash, money orders, or orders taken over the phone.
COST
- Free shipping for orders over US$ 400.
- US $15 shipping for units below US $400.
- $15 return fee for each returned pair
TIMING
- UPS Ground: 1-5 business days after processing. 1 business day for the NYC area.
- USPS Priority (1-3 business days after processing). 1 business day for the NYC area.
- UPS 2 Day (1-2 business days after processing).
- UPS Next Day Air (1 day after processing).
Please note that the posted shipping time frame may vary from item to item and for circumstances out of our control.
AUSTRALIA, BAHRAIN, CANADA, CHILE, CHINA, GREENLAND, HONG KONG, ICELAND, INDIA, INDONESIA, JAPAN, KUWAIT, MACAO, MALAYSIA, MEXICO, NEW ZEALAND, QATAR, RUSSIA, SAUDI ARABIA, SINGAPORE, SOUTH AFRICA, SOUTH KOREA, TAIWAN, THAILAND, UNITED ARAB EMIRATES, UNITED KINGDOM.
COST
- Free shipping and DDP shipments (delivery duty paid) for orders over US$ 475 / £ 385.
- Orders below US$ 475 / £ 385: shipping cost starting at US$ 35 / £ 25. DDU shipments (delivery duty unpaid).
- Additional shipping charges may be required if a destination is listed as "remote area zip code” by UPS. You will be notified via email and asked to confirm the shipment.
- US$ 70 return restocking fee per each returned pair deducted from refund amount. Please note that UPS might apply additional surcharges to returns from select countries. Inquire if you would like an estimate of your actual return cost.
- RETURNS FROM THE UK: £30 restocking fee per each returned pair deducted from refund amount.
- RETURNS FROM CANADA: US$ 30 restocking fee per each returned pair deducted from refund amount.
TIMING
- International shipping via UPS Express, Expedited or SF Express. ETA indicated at check out.
- Returns accepted within 14 days of order delivery.
BULGARIA, CROATIA, CYPRUS, CZECH REPUBLIC, DENMARK, ESTONIA, FINLAND, GREECE, HUNGARY, LATVIA, LITHUANIA, POLAND, ROMANIA, SLOVAKIA, SLOVENIA, SWEDEN.
COST
- Flat rate shipping: €20 for one pair; € 5 for any additional pair.
- No additional duties and taxes.
- €20 restocking fee per each returned pair deducted from refund amount.
TIMING
- Shipping via UPS Express (2-5 business days after processing).
- Returns accepted within 14 days of order delivery.
AUSTRIA, BELGIUM, FRANCE, GERMANY, IRELAND, ITALY, LUXEMBOURG, MONACO, NETHERLANDS, PORTUGAL, SPAIN.
COST
- Free Shipping for orders over €445.
- Orders below €445: shipping cost of €10 for the 1st pair, €5 for any additional pair.
- No additional duties and taxes.
- €10 restocking fee per each returned pair deducted from refund amount.
TIMING
- Shipping via UPS Express (2-5 business days after processing).
- Returns accepted within 14 days of order delivery.
LIECHTENSTEIN, NORWAY, SWITZERLAND, TURKEY
COST
- Flat rate shipping: €30. €5 for any additional pair.
- Import duties out of our control may be levied by local customs.
- €30 restocking fee per each returned pair deducted from refund amount.
TIMING
- Shipping via UPS Express (2-5 business days after processing).
- Returns accepted within 14 days of order delivery.
Duties and taxes are prepaid for all international orders starting at $475 / €445 / £385 or equivalent. For details, please refer to your destination country group in the section COST & TIMING.
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.
If you would like to modify or cancel your 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.
We reserve the right to cancel your order if you are not able to provide details such as final customer name, address, phone number and email.
Any cancellation is subject to a fee of up to 5% of the order amount that 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 as soon as possible to let us know. We ask that you include photos of the incorrect/damaged merchandise for our reference.
Gray Matters does not take responsibility for damaged items purchased through third party retailers.
RETURNS / EXCHANGES POLICY
We understand that ordering shoes online can be difficult. Unless the item(s) is marked Final Sale, Gray Matters is pleased to offer returns for new and unused products from customers within 14 calendar days from the order delivery date.
At this time, exchanges are treated as returns, so the standard returns procedure will apply. Customers are welcome to return orders and to purchase an alternative style/size online.
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 will need to be sent to our warehouse within 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 refund to the original method of payment. Please allow up to 5-7 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.
Please note that eventual restocking or shipping fees will be applied to return requests. Please refer to the section "Cost & Timing" for country specific fees.
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.
All orders must be returned in the original packaging, including any boxes and other signature packaging materials. Shoes must be tried over a carpeted surface to prevent any scratches to the soles.
Shoes returned without the original box and shoe bag, a damaged box, or marked soles will not be accepted.
The following items are deemed Final Sale and are not eligible for return or exchange:
(1) All sale items purchased at 40% off or more
(2) Items purchased using a coupon code that generates a final price equivalent to a 40% markdown
(3) Items purchased with store credit
OUT OF STOCK AND
PRE-ORDERS
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.
CUSTOMER SERVICE
Hours: Mon-Fri 10am-6pm EST
Email: hello@graymattersnyc.com
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.
Gray Matters accepts the following payment methods:
(1) Credit cards: Visa, MasterCard, Discover, American Express
(2) Paypal
(3) Apple Pay
(4) Klarna
(5) Facebook Pay
(6) Shop Pay
(7) Gift cards purchased from graymattersnyc.com
Gray Matters does not accept checks, cash, money orders, or orders taken over the phone.
If you would like to modify or cancel your 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.
In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email hello@graymattersnyc.com as soon as possible to let us know.
We ask that you include photos of the incorrect/damaged merchandise for our reference.
Gray Matters does not take responsibility for damaged items purchased through third party retailers.
COST
- Free shipping for orders over US$ 400
- US $15 shipping for units below US $400
- $15 return fee for each returned pair
TIMING
- UPS Ground: 1-5 business days after processing. 1 business day for the NYC area.
- USPS Priority (1-3 business days after processing). 1 business day for the NYC area.
- UPS 2 Day (1-2 business days after processing).
- UPS Next Day Air (1 day after processing).
Please note that the posted shipping time frame may vary from item to item and for circumstances out of our control.
AUSTRALIA, BAHRAIN, CANADA, CHILE, CHINA, GREENLAND, HONG KONG, ICELAND, INDIA, INDONESIA, JAPAN, KUWAIT, MACAO, MALAYSIA, MEXICO, NEW ZEALAND, QATAR, RUSSIA, SAUDI ARABIA, SINGAPORE, SOUTH AFRICA, SOUTH KOREA, TAIWAN, THAILAND, UNITED ARAB EMIRATES, UNITED KINGDOM.
COST
- Free shipping and DDP shipments (delivery duty paid) for orders over US$ 475 / £ 385.
- Orders below US$ 475 / £ 385: shipping cost starting at US$ 35 / £ 20. DDU shipments (delivery duty unpaid).
- Additional shipping charges may be required if a destination is listed as "remote area zip code” by UPS. You will be notified via email and asked to confirm the shipment.
- US$ 70 return restocking fee per each returned pair deducted from refund amount. Please note that UPS might apply additional surcharges to returns from select countries. Inquire if you would like an estimate of your actual return cost.
- RETURNS FROM THE UK: £30 restocking fee per each returned pair deducted from refund amount.
- RETURNS FROM CANADA: US$ 30 restocking fee per each returned pair deducted from refund amount.
TIMING
- International shipping via UPS Express, Expedited or SF Express. ETA indicated at check out.
- Returns accepted within 14 days of order delivery.
BULGARIA, CROATIA, CYPRUS, CZECH REPUBLIC, DENMARK, ESTONIA, FINLAND, GREECE, HUNGARY, LATVIA, LITHUANIA, POLAND, ROMANIA, SLOVAKIA, SLOVENIA, SWEDEN.
COST
- Flat rate shipping: €20 for one pair; € 5 for any additional pair.
- No additional duties and taxes.
- €20 restocking fee per each returned pair deducted from refund amount.
TIMING
- Shipping via UPS Express (2-5 business days after processing).
- Returns accepted within 14 days of order delivery.
AUSTRIA, BELGIUM, FRANCE, GERMANY, IRELAND, ITALY, LUXEMBOURG, MONACO, NETHERLANDS, PORTUGAL, SPAIN.
COST
- Free Shipping for orders over €445.
- Orders below €445: shipping cost of €10 for the 1st pair, €5 for any additional pair.
- No additional duties and taxes.
- €10 restocking fee per each returned pair deducted from refund amount.
TIMING
- Shipping via UPS Express (2-5 business days after processing).
- Returns accepted within 14 days of order delivery.
LIECHTENSTEIN, NORWAY, SWITZERLAND, TURKEY.
COST
- Flat rate shipping: €30. €5 for any additional pair.
- Import duties out of our control may be levied by local customs.
- €20 restocking fee per each returned pair deducted from refund amount.
TIMING
- Shipping via UPS Express (2-5 business days after processing).
- Returns accepted within 14 days of order delivery.
Duties and taxes are prepaid for all international orders starting at $475 / €445 / £385 or equivalent. For details, please refer to your destination country group in the section COST & TIMING.
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.
Gray Matters is pleased to offer returns for new and unused products from customers within 14 calendar days from the order delivery date.
RETURNS / EXCHANGES POLICY
We understand that ordering shoes online can be difficult.
Unless the item(s) is marked Final Sale, all orders from Gray Matters are eligible for a return as long as the product is in the same new, sellable condition.
At this time, exchanges are treated as returns, so the standard returns procedure will apply. Customers are welcome to return orders and to purchase an alternative style/size online.
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 will need to be sent to our warehouse within 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 refund to the original method of payment. Please allow up to 5-7 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.
Please note that eventual restocking or shipping fees will be applied to return requests. Please refer to the section "Cost & Timing" for country specific fees.
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.
All orders must be returned in the original packaging, including any boxes and other signature packaging materials. Shoes must be tried over a carpeted surface to prevent any scratches to the soles.
Shoes returned without the original box and shoe bag, a damaged box, or marked soles will not be accepted.
The following items are deemed Final Sale and are not eligible for return or exchange:
(1) All sale items purchased at 40% off or more
(2) Items purchased using a coupon code that generates a final price equivalent to a 40% markdown
(3) Items purchased with 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.
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.
