与我们联系
客服在线时间：美国东岸时间 周一至周五早上10点至下午6点
电子邮件：hello@graymattersnyc.com
Click 这里 to chat live with us
电话：+1 (929) 295-0303
SHIPPING & RETURNS
在美国东部标准时间下午12点前成立的订单将在同一天发货。美国东部时间下午12点后成立的订单将于下一个工作日发货。包裹发货后，您将收到一封包含运单号的电子邮件。
请注意，我们在周末或节假日不处理或运送订单，我们也无法运送至 P.O. 邮箱或 APO 地址。
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接受以下的付款方式：
(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 不接受支票、现金、汇票或电话订单。
费用
- 订单满 475 美元可享免运费和免费退换货。
- 低于475 美元的商品，客户需支付每双15美元运费和15美元退货费。
时间
- UPS Ground：订单处理后1-5个工作日。纽约地区 1 个工作日。
- USPS Priority：订单处理后1-3个工作日。纽约地区 1 个工作日。
- UPS 2 Day：订单处理后1-2个工作日。
- UPS Next Day Air：订单处理后1个工作日。
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.
费用
- 订单满475美元 / 385欧元免运费和关税。.
- 低于475美元 / 385欧元的订单：运费为35美元 / 25欧元起，並须自行支付关税。
- 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.
- 每双退回的商品将会从退款金额中扣除70美元的退货费。
- 若从英国退货: 将从退款金额中扣除每双30英鎊的退货费。
- RETURNS FROM CANADA: US$ 30 restocking fee per each returned pair deducted from refund amount.
时间
- 以UPS Express、Expedited 或 SF Express 进行国际运送。预计到达日期将在付款页面显示。
- 订单交付后 14 天内接受退货。
BULGARIA, CROATIA, CYPRUS, CZECH REPUBLIC, DENMARK, ESTONIA, FINLAND, GREECE, HUNGARY, LATVIA, LITHUANIA, POLAND, ROMANIA, SLOVAKIA, SLOVENIA, SWEDEN.
费用
- Flat rate shipping: €20 for one pair; € 5 for any additional pair.
- 无额外的关税。
- €20 restocking fee per each returned pair deducted from refund amount.
时间
- 以UPS Express运送 (订单处理后2-5个工作日)。
- Returns accepted within 14 days of order delivery.
AUSTRIA, BELGIUM, FRANCE, GERMANY, IRELAND, ITALY, LUXEMBOURG, MONACO, NETHERLANDS, PORTUGAL, SPAIN.
费用
- 订单满 445 欧元免运费。
- 低于445欧元的订单：第一双的运费为 10 欧元，每多一双增加5欧元。
- 无额外的关税。
- 从退款金额中扣除每双10欧元的退货费。
时间
- Shipping via UPS Express (2-5 business days after processing).
- 订单交付后 14 天内接受退货。
LIECHTENSTEIN, NORWAY, SWITZERLAND, TURKEY
费用
- 统一运费：第一双运费为30欧元，每多一双运费增加5欧元。
- Import duties out of our control may be levied by local customs.
- 从退款金额中扣除每双30欧元的退货费。
时间
- 以UPS Express运送 (订单处理后2-5个工作日)。
- 订单交付后 14 天内接受退货。
所有国际订单若满475 美元/445 欧元/385 英镑即可免关税 (由Gray Matters负担)。 For details, please refer to your destination country group in the section COST & TIMING.
产品页上显示的产品价格不包括所有税费。对于 DDU（未预付关税）货件，我们无法计算您的订单将产生的确切关税和税费，因为这些费用由收货国家/地区海关直接征收。
关税是由当地政府决定，根据所购买之商品的原产国/制造国以及商品统一分类制度而决定税收金额。
如果您想修改或取消您的订单，请联系hello@graymattersnyc.com as soon as possible.
我们将尽一切努力满足您的要求，但是，在某些情况下，我们可能无法在发货前取消您的订单。如果您的订单已经发货，我们将根据退货政策处理。
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通知我们，并请提供不正确/损坏商品的照片以供我们参考。
通过第三方零售商购买的损坏商品Gray Matters 将不负责。
退换货政策
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.
目前任何换货需求将被视为退货，因此将适用标准退货程序。欢迎客户退货并在线购买其他款式/尺码。
如何退货
(1) Click 这里 to login
- 输入您的电子邮件地址，点击“继续”，然后您将被要求输入6位数字验证码
- 您将收到一封包含6位数字验证码的电子邮件
- 输入验证码以访问您的退货页面
(2) 单击您要提交退货的订单。
(3) 如果您的订单有多件商品，则选择您希望退货的商品。
(4) 选择退货原因。
(5) 单击请求退货。
(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.
- 一旦鞋子到达我们的仓库并由我们的工作人员检查鞋子符合退货状况 - 我们将通知您并以原始付款方式退款。退款需要 5-7 个工作日才能显示在您的银行对帐单上。
我们通常会在美国东部时间（周一至周五上午 10 点至下午 6 点）1-2 小时内回复。请注意，在这些时间之外发送的任何请求的回覆可能会略有延迟。
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.
以下商品被视为最终销售，不可退货或换货：
(1) 以六折或更多折扣购买的所有促销商品
(2) 使用优惠券购买的商品，而其最终价格相当于六折或更低
(3) 使用代金劵购买的商品
商品缺货和
预购
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."
点击“查询”并填写表单，我们会尽快回复您，让您知道是否/何时补货。
只有正价商品可补货。
如果您想购买的正价商品可补货，您须先预付 50% 的订金，不包括运费和税费。 * 我们将通过电子邮件向您发送付款链接，至付款页面使用信用卡支付订金。
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.
在产品制作完成准备发货时，我们将收取应付金额的剩余 50%，以及的最终运费和税费。一旦产品发货，我们就会发送电子邮件以及运单号给您。
*如您的收货地址位于纽约州则需支付消费税。
客服
客服在线时间：美国东岸时间 周一至周五早上10点至下午6点
Email: hello@graymattersnyc.com
Phone: +1 (929) 295-0303
在美国东部标准时间下午12点前成立的订单将在同一天发货。美国东部时间下午12点后成立的订单将于下一个工作日发货。包裹发货后，您将收到一封包含运单号的电子邮件。
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接受以下的付款方式：
(1) Credit cards: Visa, MasterCard, Discover, American Express
(2) Paypal
(3) Apple Pay
(4) Klarna
(5) Facebook Pay
(6) Shop Pay
(7) 从 graymattersnyc.com 购买的礼品卡
Gray Matters 不接受支票、现金、汇票或电话订单。
如果您想修改或取消您的订单，请联系hello@graymattersnyc.com告知您的需求。
我们将尽一切努力满足您的要求，但是，在某些情况下，我们可能无法在发货前取消您的订单。如果您的订单已经发货，我们将根据退货政策处理。
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.
通过第三方零售商购买的损坏商品Gray Matters 将不负责。
费用
- 订单满 475 美元可享免运费和免费退换货。
- 低于475 美元的商品，客户需支付每双12美元运费和12美元退货费。
时间
- UPS Ground：订单处理后1-5个工作日。纽约地区 1 个工作日。
- USPS Priority：订单处理后1-3个工作日。纽约地区 1 个工作日。
- UPS 2 Day：订单处理后1-2个工作日。
- UPS Next Day Air：订单处理后1个工作日。
请注意，提供的配送时间仅是预估时间，实际送达时间可能因特殊原因或我们无法控制的情况而有出入。
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.
费用
- 订单满475美元 / 385欧元免运费和关税。
- 低于475美元 / 385欧元的订单：运费为35美元 / 20欧元 起，並须自行支付关税。
- 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.
- 每双退回的商品将会从退款金额中扣除70美元的退货费。
- 若从英国退货: 将从退款金额中扣除每双30英鎊的退货费。
- RETURNS FROM CANADA: US$ 30 restocking fee per each returned pair deducted from refund amount.
时间
- 以UPS Express、Expedited 或 SF Express 进行国际运送。预计到达日期将在付款页面显示。
- 订单交付后 14 天内接受退货。
BULGARIA, CROATIA, CYPRUS, CZECH REPUBLIC, DENMARK, ESTONIA, FINLAND, GREECE, HUNGARY, LATVIA, LITHUANIA, POLAND, ROMANIA, SLOVAKIA, SLOVENIA, SWEDEN.
费用
- 统一运费：第一双运费为20欧元，每多一双运费增加5欧元。
- 无额外的关税。
- 从退款金额中扣除每双20欧元的退货费。
TIMING
- 以UPS Express运送 (订单处理后2-5个工作日)。
- 订单交付后 14 天内接受退货。
AUSTRIA, BELGIUM, FRANCE, GERMANY, IRELAND, ITALY, LUXEMBOURG, MONACO, NETHERLANDS, PORTUGAL, SPAIN.
费用
- 订单满 445 欧元免运费。
- 低于445欧元的订单：第一双的运费为 10 欧元，每多一双增加5欧元。
- 无额外的关税。
- 从退款金额中扣除每双10欧元的退货费。
时间
- 以UPS Express运送 (订单处理后2-5个工作日)。
- 订单交付后 14 天内接受退货。
LIECHTENSTEIN, NORWAY, SWITZERLAND, TURKEY.
费用
- 统一运费：第一双运费为30欧元，每多一双运费增加5欧元。
- Import duties out of our control may be levied by local customs.
- 从退款金额中扣除每双20欧元的退货费。
时间
- 以UPS Express运送 (订单处理后2-5个工作日)。
- 订单交付后 14 天内接受退货。
所有国际订单若满475 美元/445 欧元/385 英镑即可免关税 (由Gray Matters负担)。 For details, please refer to your destination country group in the section COST & TIMING.
产品页上显示的产品价格不包括所有税费。对于 DDU（未预付关税）货件，我们无法计算您的订单将产生的确切关税和税费，因为这些费用由收货国家/地区海关直接征收。
关税是由当地政府决定，根据所购买之商品的原产国/制造国以及商品统一分类制度而决定税收金额。
Gray Matters is pleased to offer returns for new and unused products from customers within 14 calendar days from the order delivery date.
退换货政策
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.
目前任何换货需求将被视为退货，因此将适用标准退货程序。欢迎客户退货并在线购买其他款式/尺码。
如何退货
(1) Click 这里 to login
- 输入您的电子邮件地址，点击“继续”，然后您将被要求输入6位数字验证码
- 您将收到一封包含6位数字验证码的电子邮件
- 输入验证码以访问您的退货页面
(2) 单击您要提交退货的订单。
(3) 如果您的订单有多件商品，则选择您希望退货的商品。
(4) 选择退货原因。
(5) 单击请求退货。
(6) 一旦我们收到并批准您的请求：
- 您将收到一封包含退货说明和您的预付配送单的电子邮件。
- 包装好的鞋子需要在收到退货邮寄单后的 7 天内送回我们的仓库。
- 一旦鞋子到达我们的仓库并由我们的工作人员检查鞋子符合退货状况 - 我们将通知您并以原始付款方式退款。退款需要 5-7 个工作日才能显示在您的银行对帐单上。
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.
以下商品被视为最终销售，不可退货或换货：
(1) 以六折或更多折扣购买的所有促销商品
(2) 使用优惠券购买的商品，而其最终价格相当于六折或更低
(3) 使用代金劵购买的商品
如果您最喜欢的鞋款已售罄，您仍然可以在产品页面上的尺寸菜单选择您的尺寸，并注意到“添加到购物车”按钮更新为“查询”。
点击“查询”并填写表单，我们会尽快回复您，让您知道是否/何时补货。
只有正价商品可补货。
如果您想购买的正价商品可补货，您须先预付 50% 的订金，不包括运费和税费。 * 我们将通过电子邮件向您发送付款链接，至付款页面使用信用卡支付订金。
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.
在产品制作完成准备发货时，我们将收取应付金额的剩余 50%，以及的最终运费和税费。一旦产品发货，我们就会发送电子邮件以及运单号给您。
*如您的收货地址位于纽约州则需支付消费税。
