Customer Care

Shipping Policy

Prices are shown in CAD dollars. The customer is responsible for shipping costs which will be calculated at checkout. Any import duty or taxes due at the time of delivery are the responsibility of the buyer.

Orders also may take longer to be delivered on holidays or weekends.

Return & Refund Policy

We want you to love your purchase and hope you’ll be excited to use your new Gray Haus items. With that said, we understand sometimes returns are unavoidable. We will accept unused items with original packaging for return or exchange within 15 days of purchase. All decisions on returns and exchanges are at the sole discretion of Gray Haus.

Return notes and exceptions:

All returned merchandise must be unused with original packaging and all tags and packing materials included.
Any item that has been used is NOT eligible for return
Original shipping charges are NOT refundable.
The customer is responsible for the cost to ship the product back to Gray Haus distribution.
Returns will receive a refund issued in the original form of payment.

Care & Maintenace

Vegan leather is a textile carefully chosen for its beauty, durability & sustainability. Scuffs and other signs of use are common indicators of apiece well-loved and should be expected. Avoid using harsh chemicals or solvents when cleaning, as they may damage the material. Instead, use a mild soap and water or a specialized vegan leather cleaner. Gently wipe the surface with a soft cloth and let it air dry. To preserve a like new condition, store your Gray Haus item in its duster bag when not in use.

Warranty

We offer a one-year manufacturing defect warranty from date of purchase on our handbags, totes, baby bags, backpacks, and wallets and accessories items. This does not cover normal/regular wear and tear or cleanliness.

Please contact our customer care team and we will happily assist you. Please have your original receipt of purchase - payment card confirmation does not apply. We cannot look up in-person purchase transactions. Please be ready to provide:

Photos of the item clearly showing the problem
A copy of the proof of purchase (original receipt, pack slip)