Returns & Refunds
Returns & refunds.
Return requests may be made within 14 days of delivery.
To begin, contact [email protected] with your order number, item details, and reason for return.
Return window
Returns must be requested within 14 days of delivery. Late or unapproved returns may be declined.
If an unapproved return is sent to us, the client is responsible for return label costs and any shipping required to send the item back.
Defective or incorrect items
If an item arrives defective or incorrect, contact us within 7 days of delivery.
Please include your order number, clear photographs, and a brief description of the issue. If approved, The Gray Crab will provide the appropriate return label.
Fit or preference
Returns for fit, preference, or dissatisfaction may be accepted at the client’s expense.
All returns must include verifiable tracking. We recommend UPS, DHL, or FedEx. Returns without verified tracking may be declined.
Condition
Returned items must arrive in perfect original condition, with all tags, boxes, dust bags, protective materials, and packaging where applicable.
Worn, washed, altered, damaged, or used items may be refused. Proof of purchase is required.
The return address is provided only after approval.
Customs, duties & VAT
Any customs charges, duties, or import costs must be paid before a refund can be processed.
When arranging a return shipment, select sender-paid duties and customs charges where available.
VAT or other applicable taxes may be included in the final order total, depending on the shipping destination.
Refunds
Approved refunds are initiated within five business days of inspection.
Refunds are processed to the original form of payment whenever possible. Posting times vary by bank or payment provider.
Orders cancelled before shipment may be refunded, less applicable transaction fees.
Exchanges
We do not process direct exchanges.
To order a different size, colour, or item, return the original item first. Once accepted, the preferred replacement may be purchased separately.
Non-returnable items
The following items are not eligible for return:
- Sale items
- Gift cards
- Custom, special-order, or personalised items
- Personal care or beauty goods
- Perishable goods
- Hazardous materials, flammable liquids, or gases
Contact us before sending a return if you are uncertain whether your item qualifies.
Need assistance?
Start the conversation. We will confirm the appropriate course.
Email Customer Care