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FAQ

What are the delivery terms?

We deliver to most postal areas in South Africa.

The delivery takes 2-10 working days. Outlet goods will be shipped within 1-2 working days. Rug deliveries may vary from 10-20 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.

We offer delivery to Namibia on request, minimum order R10,000 and above. Please email us on contact@thewillowgray.com to place an order.

What is the delivery cost?

We use door-to-door courier services in South Africa.

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

For orders under R1800 a flat shipping rate of R100 applies.

For orders from R1800 to R4999 a flat shipping rate of R200 applies.

For orders R5000 - R9999 a flat shipping rate of R300 applies.

Free delivery with orders over R10,000.00*

*Includes rug deliveries.

I want to change my online order, how do I do this?

Sorry but we are unable to make alterations to online orders. This is because we process orders as soon as they are received, ready to be packed and dispatched so we can get them delivered to you as soon as possible.

Will the order be trackable?

All our shipments are trackable. Our system will automatically send you a tracking link once it is available and the parcel has been collected from us.

Do you deliver overseas?

The SA online store can only accept orders to be delivered to South Africa mainland. Please contact us if you wish to place an order for an optional delivery to Namibia (minimum order R10,000 and above, the payment must be made in Rand currency). Please email us on contact@thewillowgray.com

What happens if I wish to order other variants which are not listed on the website but are available in foreign countries?

We can order any particular item from our listed brands. Please email our team on contact@thewillowgray.com with the list of the goods you wish to purchase from our designated brands.

What happens if I order an item that is currently out of stock?

We order goods weekly. If your item is out of stock or you wish to purchase a large quantity of goods, please email our team on contact@thewillowgray.com

If an item is faulty whom should I contact?

In the unlikely event that an item in your delivery is faulty or damaged please contact our customer services team: contact@thewillowgray.com

How do I return my order?

None of our items can be returned for a refund.

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: contact@thewillowgray.com

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

How can I cancel my order?

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

*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.

Do we offer incentives for the interior designers and hospitality services?

We offer great incentive packages for a registered interior designers and hospitality services. For more information please  email us: contact@thewillowgray.com

How do I order the rug samples?

You can order up to 5 rug samples at the convenience of your home. Drop us an email at contact@thewillowgray.com to request returnable rug samples to be send to your home or work address and you can be hold them up to 10 working days to decide which rug suits you best.

A deposit of R200 per rug sample is payable before the samples are posted to you and the deposit will be refunded upon return to us. The deposit will show in your account within 2-3 working days after returning the samples. The samples should be in clean state and came back to us undamaged.

A delivery and collection fee totals of R200 is payable by customer and non refundable. Please arrange with us the returnable day so we can collect the samples from your address. If the samples fail to returned within 10 working days or cames back in a poor state, the deposit will not be refunded. Customers can request additional time to keep the samples by informing us if they need more time to decide on the rug. 

How to pay online if I’m with Capitec or Investec Bank?

At the checkout page you will find the “Instant EFT” payment option top right hand side of the page. Select your Bank (Capitec or Investec) and then log in with your online banking ID and password. This page is secured. You now have to make the payment to The Willow Gray PayFast FNB account.
Account Number: 62784564744,
Branch Code: 200610
Reference: THEWILLOWGRAYEFT
The payment will now clear to The Willow Gray and we can ship your order.