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Delivery & Returns

Delivery in South Africa

We deliver to most postal areas in South Africa.

The standard delivery takes 4-12 working days. 

Rug & Rug Runner deliveries may vary from 15-25 working days. Custom-made rug delivery could take up to 2-3 months depending on the ordered sizes.

If the circumstances that are unforeseen or beyond The Willow Gray's control may result in changes to the agreed delivery date of which customer will be telephonically informed and alternative arrangements will be made.

The customer is required to inspect products on delivery.

Delivery Cost

We use door-to-door/store-to-door courier services.

For orders from R1 to R4999 a flat shipping rate of R150 applies.

For orders R5000 - R9999* a flat shipping rate of R250 applies.

Free delivery with orders over R10,000.00*

*Includes rug deliveries.

Order Tracking

Our system will automatically send you a tracking link once it is available. Please be patient, as tracking links will show no data until the parcel has been collected from us.

Other Information

In the case of multiple products in one order, everything will ship as normal if we have stock of everything. If all the purchased items are not in stock, we will contact you to arrange multiple deliveries or if you would like to wait until everything is in stock.

If the courier service is unable to deliver the product for a reason beyond their control like no one being at the delivery address, the package will go back to their facility and a second delivery attempt will be made the next day. If the second delivery is unsuccessful, the package will go back to its origin facility. The order will be cancelled and payment refunded less the shipping and a 5% (minimum R250) handling fee. 


None of our items can be returned for a refund.

No returns on sale, outlet, clearance or Mid- Season sale goods.

 You can cancel your order before 5pm on the same working day of placing an order*. Please email us first: contact

 *If paying with any card, 4.5% of the transaction value goes to the credit card payment facilitation company. "Full Refund" means that we will return the full amount we received after the credit card service fees.

The customer is required to inspect products on delivery.

We are always very disappointed on the rare occasions our customers receive a faulty item, please contact our customer service within 24 hours of delivery received.

Customer service email:

Our return policy does not affect your legal right to cancel or your legal right in relation to faulty products.