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

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.

Once the package is handed to a shipping carrier, Gray Matters is not responsible for any delivery delay, complication, damage, or loss caused by the carrier.

Gray Matters接受以下的付款方式：

   (1) Credit cards: Visa, MasterCard, Discover, American Express
   (2) Apple Pay
   (3) Shop Pay
   (4) Gift cards purchased from graymattersnyc.com

Gray Matters 不接受支票、现金、汇票或电话订单。

退换货政策

Gray Matters is pleased to offer returns for full price items in unused and brand new condition.
The return must be requested within 14 calendar days from the order delivery or in store purchase date.

Please refer to the section Select your Country for country specific details about eventual return fees.

Products purchased on sale or with discount codes (with the exception of any "Welcome" code) are only eligible for store credit or exchange.

Please refer to the section Final Sale for items that are not eligible for returns or exchanges.

HOW TO EXCHANGE

Please email us on hello@graymattersnyc.com requesting the desired size/color/style change. We will provide further instructions on how to complete the exchange without placing a new transaction.

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 must be dropped off at USPS/UPS/DHL/FEDEX by 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 store credit or a refund to the original method of payment.
Please allow up to 10 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. 

Returns are possible only for items that are in brand new and sellable condition. The shoes must be tried on a carpeted surface and no stains or marks should show on the upper or outsoles.
All orders must be returned in the original packaging, including the shoe box, shoe bags, and extra heel caps.

Shoes returned in non sellable condition, showing marks / stains on the upper or outsole and / or without the original box and shoe bag, cannot be accepted.

If your return is declined, we can ship back the shoes to you at your own cost, or we can donate / discard them.

Duties and taxes are prepaid for most international orders starting at $400 / €400 / £400 / CAD 600 or equivalent. For details, please refer to your destination country group in the section SELECT YOUR COUNTRY.

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。
All archive sale items are shipped DDU from the United States. Eventual duties charged by local customs are responsibility of the customer.

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.
- if the same exact item is purchased, returned and purchased again.
- if we notice a constant pattern of purchases and returns.

Any cancellation is subject to a fee of up to 5% of the order amount, depending on the payment method that was used for the purchase. The fee 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。

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.

- Items purchased with a discounted price (marked down price or through a discount code with the exception of any first order welcome code) and not considered final sale may be eligible for return for store credit or exchange. Please check the specific terms for your destination country in the section Select your Country. 

- Items purchased with a discounted price are not eligible for a refund to the original payment method.

- If a purchase is eligible for exchange and the item is no longer on sale, we cannot guarantee the discounted price on the exchanged item. 

The following items / orders are deemed final sale and are not eligible for return, store credit or exchange:

- All items marked final sale
- Items purchased on sale at US$300 or less
- International orders of items on sale or purchased with a discount code
- Items purchased with store credit
- Items that are purchased, returned and purchased again in the same style, color, size.
- All archive sale items

- Lady Gray Points can only be applied to full price orders.
- The discount code generated by redeeming Lady Gray Points cannot be combined with any other promotion.
- Lady Gray points cannot be applied to a 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."

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。