Shipping & Refunds
Shipping Policy
Thank you for visiting and shopping at LadyGrayy.com. By placing an order on our site, you agree to the following shipping terms:
Processing Time
We process orders within 24 hours during business days. During special seasons like Christmas and Thanksgiving, our production may be delayed due to high demand. In the case of a significant delay in the manufacture and shipment of your order, we will contact you via email to inform you.
Our offices and warehouse operate from Monday - Friday during standard business hours, except on national holidays, at which time the warehouse will be closed. We do our best to keep delays to a minimum, but processing time may vary.
Shipping Rates & Delivery Time
Shipping charges for your order will be calculated and displayed at checkout. We offer FREE Express DHL FedEx shipping to the USA for natural hair orders (5-7 days) and synthetic hair orders (10-12 days). We do not ship to Hawaii, Alaska, Puerto Rico, or Military addresses.
For orders shipping to Canada, Australia, United Kingdom, and Europe, average shipping time is 12-15 business days. For the rest of the world, delivery typically takes within 20 business days. If you would like to arrange FedEx or UPS Express Shipping for your order, please contact us via email.
Please note that the estimated shipping times are just estimates and many factors such as customs processing time, local courier processing time, and the worldwide freight & logistics situation may affect the delivery time.
Delivery Time = Processing Time + Shipping Time
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number. The tracking number will be active within 24 hours.
Please use the following website to check your tracking updates: 17track.net
If you have any problem with your tracking number, please contact us via email.
Cancellation & Change of Delivery Address
You can cancel your order or change your delivery address within 24 hours of placing your order. Once the order has been dispatched, we can't process any change or cancellation.
Customs, Duties, and Taxes
We ship from overseas, and import duties and taxes for all our international shipments are already pre-paid, so there should not be any additional fees upon arrival. However, LadyGrayy is not responsible for any special customs fees or tariffs applied to your order.
Delivery Time Exceeded, Damaged in Transit, Missing Parcel
If the delivery time has exceeded the forecasted time (around 20 business days from the moment you placed your order), please contact us so our logistics team can conduct an investigation on your order and make arrangements for it to be delivered. If your parcel was returned by customs or it got lost in transit, we will send a replacement of your order as soon as possible.
If you have received a damaged product, please contact us immediately via email (attach pictures as evidence of the damage and clearly indicate what's wrong with the item). Our Customer Care team will assess the damage and consider sending you a completely free replacement.
We ship orders worldwide through a third-party logistics company and each order is handled by a local courier. In the US, most of the orders are handled by USPS and Canada Post in Canada.
After a parcel has been reported as "Delivered" by the local courier and the international shipping company, the order is considered completed. LadyGrayy.com shall not be liable for a missing, stolen, or delivered to a wrong address package once the courier reported it as delivered.
LadyGrayy.com shall not be liable for any losses or damages, whether indirect, incidental, special, or consequential, in goods or services, that may arise from the service of a third-party logistics company.
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Refunds Policy
Cancellation
We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product has already been shipped out.
Returns (if applicable)
We accept the return of products within 7 days after the delivery of the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.
Notes
The 7 days refund guarantee does not apply for custom orders or personalized items.
In the case that the goods received are damaged or not in the correct order, the customer is not required to bear the shipping fee for return.
Refunds (if applicable)Once we receive the return order and pass our inspection, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10-15 business days.
Late or missing refunds (if applicable)If you haven’t received a refund yet, first check your bank account or payment provider or contact them directly, it usually takes 10-15 business days for refunds to be processed. After this time has passed, and you still have not received your refund, please contact us at service@ladygrayy.com.
Please contact our customer service by email at service@ladygrayy.com if you have any other questions.
