FAQ

Shipping & Delivery

How much does shipping cost?
Shipping costs depend on the size of your order and your delivery location. Exact shipping options and charges are shown at checkout before you pay. We offer free shipping on most orders over $200 to selected metro areas (furniture and selected bulky items are excluded).

Do you ship furniture?
Yes. Furniture, mirrors, oversized lighting and fragile or one-of-a-kind pieces are shipped using specialist furniture freight rather than standard parcel courier. If your order needs freight, we'll contact you after purchase to arrange the safest delivery option and confirm timing.

How long will my order take to arrive?
Smaller homewares and decor items are shipped via standard parcel services and typically arrive within a few business days once dispatched. Furniture and freight items generally take longer, as delivery is scheduled directly with our freight partner. We'll always keep you updated on timing.

Do you deliver Australia-wide?
We ship across Australia. Free shipping promotions apply only to eligible items and eligible metro delivery areas — some regional and remote areas may incur additional freight costs, which will be shown at checkout or quoted separately for furniture.

Returns & Exchanges

What is your returns policy?
We offer a 14-day change-of-mind window from the date of delivery on eligible items. Returned items must be unused and in original packaging. Change-of-mind returns are issued as store credit or exchange (not a cash refund), and return shipping is at the customer's expense.

What can't be returned?
Vintage and one-of-a-kind pieces, sale items, and custom, made-to-order or special-order pieces are excluded from change-of-mind returns, as they're either sold as found or commissioned specifically for you. Your rights under the Australian Consumer Law always apply if an item is faulty, unsafe or not as described.

My order arrived damaged — what do I do?
Photograph the packaging and item before unpacking further, then email gray@grayandco.com.au within 48 hours of delivery with your order number and photos. We cover all return shipping for faulty or transit-damaged goods and will arrange a replacement or refund promptly.

How do I start a return?
Email gray@grayandco.com.au with "Return Request" and your order number in the subject line. We'll respond within 2 business days with instructions. Please wait to hear from us before sending anything back.

Furniture & Lead Times

Are all pieces in stock and ready to ship?
Most homewares and decor are in stock and ship promptly. Some furniture, custom and made-to-order pieces are produced or sourced to order, which extends lead time — estimated timing is noted on the product page, and we're always happy to confirm current lead times before you order.

Can I get a piece custom made?
Yes — we offer custom and made-to-order pieces, including bespoke bedheads and select furniture. Reach out to gray@grayandco.com.au to discuss fabric, finish and sizing options.

Product Care

How do I care for my furniture and decor?
Care requirements vary by material — timber, stone, brass, ceramic and upholstered pieces each need slightly different care. Specific care instructions are included with your order where relevant. For guidance on a particular piece, contact us and we'll advise based on its materials and finish.

Contact & Support

How can I get in touch?
Email us at gray@grayandco.com.au or call 0404 449 017. You're also welcome to visit our showroom at 6 Llankelly Place, Potts Point NSW 2011.

Can I get design advice before I buy?
Absolutely — as an interior design studio as well as a store, we're happy to advise on scale, finish and styling for your space. Get in touch or visit us in-store to talk through your project.