FAQs

Find quick answers to the most common questions about Willis & Gray, shipping, payments, and returns.

About Willis & Gray

Who is Willis & Gray? Willis & Gray is an online store focused on offering quality, practical, and on-trend products paired with a smooth and reliable shopping experience.

Where is Willis & Gray based? Our company headquarters are located at: Willis & Gray 24223 Invitation Oak San Antonio, Texas 78261 United States

How can I contact customer support? You can reach our customer support team via:

What are your support hours? Our support team is available Monday to Friday, from 9:00 AM to 9:00 PM (CT) Central Standard Time. We aim to respond to all inquiries within 1 business day.

Shipping & Delivery

Which countries do you ship to? We currently ship to most countries worldwide, including the United States, Canada, the United Kingdom, Europe, Australia, New Zealand, and selected countries in Asia, Africa, the Middle East, and South America. If we are unable to ship to your address due to carrier restrictions, we will contact you immediately and issue a full refund.

How much does shipping cost? Shipping rates depend on your location. Our standard rates are:

  • United States (excluding Puerto Rico): $6.99 USD

  • International Shipping: Rates vary between $5.99 USD and $24.99 USD depending on your exact region.

  • Please note: Any exact shipping costs are always clearly calculated and displayed at checkout before you confirm your order.

How long does delivery take? Our total delivery time consists of handling time and transit time:

  • Handling time: 1-3 business days (Monday to Friday).

  • Transit time (US): 7-10 business days.

  • Transit time (International): 10-14 business days.

This means most orders arrive within 8-13 days (US) or 11-17 days (International) from the date of order. These are estimates and do not include delays caused by customs or extreme weather.

Which carriers do you use? We work with a range of trusted international and local carriers depending on your destination, including UPS, DHL, USPS, Royal Mail, Australia Post, Canada Post, PostNL, and more.

How can I track my order? Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel online. Tracking usually becomes active within 24 hours of dispatch. You can also track your order directly on our [Track My Order] page.

Do I have to pay customs duties or import taxes? International orders may be subject to import taxes, customs duties, and fees charged by the destination country. These charges are not included in our product prices or shipping costs and are the customer’s responsibility. Willis & Gray cannot be held responsible for delays caused by customs clearance.

Orders & Payments

What payment methods do you accept? We accept all major secure payment methods, including:

  • American Express, MasterCard, Visa, Discover, Diners Club, JCB, UnionPay, Elo

  • PayPal

  • Google Pay & Apple Pay

  • Shop Pay

Which currency will I be charged in? All prices on willisandgray.com are shown and charged in United States Dollars (USD).

Can I cancel or change my order? You have 24 hours after placing your order to request a cancellation, provided the order has not been processed or dispatched yet. To cancel, please contact us immediately at sales@willisandgray.comm or call +1 800-820-8641. Once an order has been shipped, it can no longer be cancelled, but you can return it after delivery.

Returns, Exchanges & Refunds

What is your return policy? We gladly accept returns on most full-priced items within 30 days of delivery. The item must be unused, in the same condition you received it, and in its original packaging. For full details, please review our complete [Refund & Return Policy].

How do I request a return or refund? Please contact our support team at sales@willisandgray.com or +1 800-820-8641 within 30 days of delivery. Include your order number and the reason for the return. If approved, we will provide you with a Return Authorization (RA) number and instructions. Please do not send items back without an RA number.

Who pays for return shipping?

  • Change of mind / Wrong size: You are responsible for the cost of return shipping.

  • Defective or incorrect item: We will provide a prepaid return label at no cost to you.

What if my item arrives damaged or defective? If your parcel arrives visibly damaged, please try to refuse delivery. If you notice damage after opening, email us at sales@willisandgray.com within 3 days of delivery with your order number and clear photos of the damaged product and packaging. We will arrange a replacement or refund immediately.

Can I exchange an item? Yes, we offer exchanges within 30 days of delivery, subject to stock availability. Simply contact us with your order number and the item you would like instead.

How long does it take to receive my refund? Once we receive and inspect your returned item (usually within 5 business days), we will notify you of the approval. The refund will be processed to your original payment method within 10 business days after approval.