SHIPPING AND RETURNS
SHIPPING Shipping to the US is free, for international we charge $25 via insured USPS, $85 via DHL. Please note that the posted shipping time frame, if provided, may vary from item to item. All orders are dispatched with ‘No Signature Required’ and may be left at a residence deemed safe by the delivery company. Gray Matters is not responsible for any loss or liability or damage that may result from leaving your package at the shipping address without a signature. If you prefer to have your order shipped with ‘Signature Required’ please contact firstname.lastname@example.org so that we may make arrangements. Gray Matters is also not responsible for any international shipping delays caused by the customs clearance process.
EXCHANGES We understand how difficult it can be to buy shoes online. We are happy to offer free exchanges to our US customers. If you are not happy with your purchase, you only have to ship it back to us using the pre-paid return label that we will provide. We will take care of the shipping cost for your alternative choice.
Contact us at email@example.com using the subject REQUEST EXCHANGE. Add the description, size and colour of the item you wish to exchange in the body of the email. For your first exchange, we will email you a pre-paid shipping label to send the item back to us. As soon as we receive and inspect it, we will send you your alternative choice.
RETURNS Gray Matters is pleased to accept timely returns from customers in the US of new and unused products within 15 calendar days from the date the order was received. Returns can be refunded as site credit or to the original method of payment, where applicable. Your products must be returned in the original packaging, including any boxes and other signature packaging materials. Shoes must be tried on 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 may not be accepted and will be returned to you at your cost.
Contact us at firstname.lastname@example.org using the subject REQUEST RETURN. Add the description, size and colour of the item you wish to return in the body of the email. You can then return the products at your sole risk and expense using any safe and secured means to the following address:
GRAY MATTERS - ATTN: RETURNS
67 West Street #516
Brooklyn, NY 11222
Refunds or credits will be processed after the items are received and inspected by Gray Matters.
INTERNATIONAL We do accept requests for return or exchange from international customers, but we currently do not support the cost of shipment from and to the foreign country. If you are not happy with your purchase, kindly ship it back to us using your preferred method of shipment. In case of an exchange we will ship the new product to you charging the cost of the carrier that you selected. In case of returns, after inspecting the product, we will issue a full refund on your card.
PRE ORDERS Contact us at email@example.com using the subject REQUEST PRE - ORDER to request a product that is not available at the time of your web site visit. We will let you know if the product will be restocked and by when. If it will be restocked, in order to process the pre - order you will be required to pay fifty percent (50%) of the amount due as a deposit, exclusive of shipping fees and taxes. Once the pre - order is accepted and the deposit paid, we will not be able to make changes or cancel the order until you receive the products. This includes size changes, style changes, quantities, etc.. We will charge the remaining fifty percent (50%) of the amount due, plus eventual shipping fees, and any taxes or duties owed 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.
TERMS OF PAYMENT Payments made on debit/credit cards outside of US Dollars will be calculated using currency conversion on www.xe.com on the day of the transaction. You agree that Gray Matters is not responsible for any credit shortages due to currency conversion rates. Charges for shipping and handling will be made in accordance with our then-current shipping policies, as described above.
TAXES Sales tax will be charged on orders shipping to New York State. For preorder products, this tax will be charged at such time as the product is ready for shipment. No other tax or import duty will be applied to orders shipped within the United States.
INTERNATIONAL DUTIES You may be responsible for import duties and taxes on your international order. In addition, some orders may experience custom delays. Unfortunately, we have no control over these charges or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information. Please note that transit times are provided by USPS and DHL and are not necessarily guaranteed. .