Shipping

GENERAL DECOR ITEMS

Our shipping is delivered within 4-10 working days, also can vary depending on the product and delivery location. Information will be specified in each product description. Any delivery timescales are indicative only.
Please note that working days exclude Saturdays, Sundays and Bank Holidays. No changes can be made to shipping addresses 2 hours after receipt of order. Once your order has been placed in our shipping queue, we cannot make changes to the order. Once the order is shipped, you will receive a shipping confirmation email. Select the Track Shipment link provided in the email to receive the most up-to-date shipping information.
Unfortunately we can not offer White Glove Delivery at this time.

If you're wondering about your order, our products, delivery or stock, please email us: contact@thewillowgray.com Our Customer Service opening hours for enquiries: 9am-5pm Monday to Friday (Central Time). 

GENERAL DECOR ITEMS

We strive to have all in stock items shipped as quickly as possible. Certain products are made to order and will ship within agreed time frames. Carrier tracking information will be provided once shipped. Transit times vary depending on product and location. Once shipped you should expect your order to arrive in 2-5 business days.

RUGS / BESPOKE SIZE RUGS

Most of our rugs, subject to availability, typically ship between 2-4 days from the date of your order, unless otherwise specified on the product page. Please allow another week for delivery.
Bespoke rugs takes 2-4 month to make, the delivery time will be notified and included in the original quote upon purchase of the bespoke rug.

OUT OF STOCK ITEMS

If an item is out-of-stock, please check our website in a few days as we update our stock regularly.
Our team works hard to update our site often to reflect the most accurate stock and estimated shipping timeframes. Changes to an estimated shipping time frame attributed to a delay in production may occur and are subject to change. Our team will notify you of any changes to the item(s) in your order and ship any available items.

SHIPPING DESTINATIONS

All of our items ship to the United States mainland, Canada, Hawaii and South Africa. 

DOMESTIC SHIPPING RATES - US MAINLAND 

SHIPPING TO CANADA

Items shipped to Canada and delivered by UPS standard shipping. Please allow 6-10 additional business days for delivery.

DOMESTIC SHIPPING RATES - CANADA

DELIVERY TO HAWAII

Items shipped to Hawaii and delivered by UPS a flat charge of $100.00 USD applies. Please allow 8-14 additional business days for delivery.

SHIPPING TO U.S. TERRITORIES

Unfortunately, we cannot ship to the U.S. territories at this time. 

INTERNATIONAL ORDERS TO SOUTH AFRICA

All international orders to South Africa can be placed via email contact@thewillowgray.com

We offer fast free delivery to customers with a physical address in South Africa. Please note, minimum order value must be R25,000 and above. All import taxes are included in the final retail prices. For a price list and how to place an order please contact us: contact@thewillowgray.com

OVERSIZED DELIVERIES 

All our rugs will be delivered by UPS delivery service provider. In stock rugs ship within 3-4 days of order receipt, unless otherwise specified. Custom rug pieces usually ship within 3-4 months unless otherwise specified on the product original quote. Transit typically takes 7-10 business days. We ask that you take the time to review your delivery upon its arrival, and provide a signature upon receipt. If you have any questions about how your rug(s) will be shipped and delivered, please email us at contact@thewillowgray.com

DAMAGED PRODUCT

Damages to the merchandise while in transit, or defects in manufacturing are rare, but occasionally do happen. Should your piece arrive with a defect or damage we will do our very best to have a replacement shipped out to you as soon as possible.
Please fully inspect your products at the time of delivery and note any damage or defect to our customer experience team within 48 hours of receipt, so that we may file a claim and include in your delivery documents.
If you refuse your rug or any other items due to damage or manufacturing defect, the piece will be brought back to the local delivery terminal. We will then review and evaluate the condition of the piece. Please note, the claims process for damaged items or rugs, 1-2 weeks to finalize and issue a replacement. Our team will work hard to have a replacement issued and shipped as soon as possible.
Rugs that is refused due to non-damage or defect related feedback will be issued store credit as a refund less the return handling fee charges and a 15% restocking fee.