GRAY MATTERS

Online store for Gray Matters shoes. Shipping worldwide

 

SHIPPING AND RETURNS


US ORDERS

SHIPPING

Shipping to the US is free with UPS Ground 1-5 Days.

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 hello@graymattersnyc.com so that we may make arrangements.

Please note that the posted shipping time frame, if provided, may vary from item to item.

Gray Matters is pleased to offer exchanges and returns from customers in the US of new and unused products within 14 CALENDAR DAYS from the order delivery date.

Items must be shipped to our warehouse within 7 days of the return label receipt.

RETURNS

Returns are free for full price items.

If shoes are purchased with a discount code or on sale, we will deduct $8 from the refund amount.

Purchases completed with a store credit are not eligible for return.

EXCHANGES

One free exchange is eligible to any purchase that is not final sale. Additional exchanges will be charged $16.

HOW TO RETURN OR EXCHANGE

If you are not happy with your purchase, contact us at hello@graymattersnyc.com using the subject "request exchange"

or "request return" and the order number. We will email you a prepaid return label. You can then return the product to the following address:

GRAY MATTERS - ATTN: RETURNS

67 West Street #501

Brooklyn, NY 11222

As soon as we receive and inspect the return, we will ship your alternative choice or issue a refund to the original method of payment.

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. Please note that if you refuse the package upon delivery, a refund will only be issued after the product has been returned to us.


INTERNATIONAL ORDERS

SHIPPING

International shipping is currently available worldwide via DHL.

We offer express shipping to Canada for $25 and everywhere else for $35 for one pair of shoes. Any additional pair will increase the shipping cost of $5.

RETURNS AND EXCHANGES

We do accept return or exchange requests of items that are not final sale from our international customers.

We currently do not provide free returns for international purchases.

Items must be shipped to our warehouse within 7 days of the return label receipt.

HOW TO RETURN OR EXCHANGE

If you are not happy with your purchase, contact us at hello@graymattersnyc.com using the subject "request exchange"

or "request return" and the order number. We will reply with instructions.

You can return the product to the following address using your preferred shipping carrier and a trackable method:

GRAY MATTERS - ATTN: RETURNS

67 West Street #501

Brooklyn, NY 11222

As soon as we receive and inspect the return, we will ship your alternative choice or issue a refund to the original method of payment.

If an item is returned to us because a customer refused to pay for any import taxes or customs duties due payable, GRAY MATTERS will seek to recover from the customer all costs or any fees incurred. Please note that if you refuse to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us.


RETURNED SHOES CONDITION

The shoes 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. A refund will not be issued or the exchange will not be sent.


FINAL SALE

The following items are final sale and not eligible for return or exchange:

- All sale items purchased at 50% off or more including items purchased with a discount code

- Items purchased with a store credit


OUT OF STOCK AND PRE-ORDERS

If your full price favorite style is sold out you can click on the OUT OF STOCK button and send us a restock request. We will let you know if the product will be restocked and by when. If it will be restocked, you can pre-order with a 50% deposit, exclusive of shipping fees and taxes. We will email you a Square invoice and the deposit can be paid via credit card clicking on the link that appears on the email.

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 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.


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.


DUTIES AND TAXES

Sales tax will be charged on orders shipping to the New York State. For pre-ordered products, the sales 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 US.

Customers outside of the US are responsible for all import duties and tax charges that may be applied by their local customs office on delivery to their country. Any Import duty or tax charges are out of our control and will be invoiced to you by DHL directly. If you are concerned about these charges, we recommend you contact your local customs authority prior to purchasing, in order to calculate the final landed price inclusive of all taxes.