GrayLu & Friends

Shop Policies

Shipping policyGrayLu & Friends offer free shipping on orders over $200, with some exceptions for remote areas. For those who do not qualify for free shipping, shipping costs are based on weight, dimensions, and destination. If the actual shipping cost exceeds the flat rate displayed at checkout, GrayLu & Friends will contact the customer and send a payment request for the difference. Refund policyWe have a 30-day return policy, which means you have 30 days after receiving your item to request a return.To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.To start a return, you can contact us at info@grayluandfriends.ca. Please note that returns will need to be sent to the following address: 30 Eugenia Street, Barrie ON L4M1P8, CANADA If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.You can always contact us for any return question at info@grayluandfriends.ca. Damages and issuesPlease inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.Exceptions / non-returnable itemsCertain types of items cannot be returned, like any items worn. Unfortunately, we cannot accept returns on sale items or gift cards.ExchangesThe fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.If more than 15 business days have passed since we’ve approved your return, please contact us at info@grayluandfriends.ca.