FAQ
What is your return policy? We accept returns within 30 days of delivery. Return shipping is at the customer's expense, except in cases where the item is damaged or incorrect — in those situations, we'll take care of the return shipping costs. Refunds are processed within 5 business days of us receiving the returned item and will be issued to your original payment method.
How can I return an item? Simply reach out to us at info@gray-sydney.com and our team will guide you through the return process, including where and how to send your package. Please note that return shipping fees are the customer's responsibility unless the item is faulty or we made an error with your order.
What are your delivery costs? We offer free shipping on all orders within Australia. For full details, please visit our Shipping Policy.
How long does delivery take? After placing your order, please allow 2–3 business days for processing. Shipping typically takes a further 4–9 business days, bringing the total estimated delivery time to 6–12 business days. Please keep in mind that these are estimates and may vary due to carrier delays or weather conditions.
Do you ship internationally? Currently, we ship exclusively within Australia.
How can I track my order? As soon as your order is on its way, you'll receive a confirmation email with a tracking link so you can follow your delivery in real time. Alternatively, you can check your order status anytime through the Track Your Order page on our website.
What should I do if my item arrives damaged or incorrect? We're sorry if something went wrong! Please check your order as soon as it arrives. If there's an issue — whether it's damage, a defect, or the wrong item — get in touch with us straight away at info@gray-sydney.com with your order number and a photo of the problem. We'll sort it out promptly and cover any return shipping costs on our end.
How do I find the right size? Our sizing follows standard measurements, so we recommend sticking to your usual size. If you find yourself between two sizes, going one size up tends to give a more comfortable fit. Still not sure? Drop us a message at info@gray-sydney.com and we'll be happy to help you choose the right size.
What payment methods do you accept? We accept a range of payment methods to make checkout easy: card payments via Visa, Mastercard, and American Express, as well as mobile payments through Apple Pay and Google Pay.