Shipping & Returns

PROCESSING TIME

Once payment is received it takes us about 2-3 weeks to package and be ready for delivery

INDIA

OLIVE & GRAY offers FREE & EXPRESS shipping.

All orders are shipped via FedEx, DHL OR DTDC whichever is available at the time of delivery on a tracked service. Delivery time frames vary from city to city. The delivery time is 3 weeks due to the current global situation.

We ship pan India. In the event that your city isn’t listed, reach out to us for a customized shipping quote.

Once you made an order you will receive a mail that will show your order confirmation and list of your items. Once your order has been dispatched from our warehouse you will get second mail titled; ‘Shipping notification’ this notification will list all of your items and a ‘Track your order’ link will show. Please follow this link to be redirected to your tracking info. Note tracking will only update once scanned by the shipping company, please allow 24 hours for this to update.

Please note the estimated delivery time frames provided at checkout and above are not guaranteed. These time frames are in place to give our customers an idea of delivery dates and should not be seen as 100% accurate. OLIVE & GRAY will not be held responsible for any delays in delivery due to courier issues.

If you miss your delivery you will receive a calling card from the shipping company which will give instructions on what to do next.

RETURNS & EXCHANGES

We’re sure you’ll be happy with your OLIVE & GRAY purchase but we all change our minds if you do please read through the information below. As always our customer experience team is only an email away! So any questions you have please email: hello@oliveandgray.in

7 DAY RETURN POLICY

In case of any manufacturing defects we will happily issue a replacement providing they are returned within 7 days of receipt of your order, complete with all original tags, and in an original resalable condition.

Please ensure all returned items are well packed, so as not to be damaged in transit.

We strongly encourage our customers to send returns by a tracked and insured service as OLIVE & GRAY will not take responsibility for items damaged or lost in the return transit.

If your return does not meet these criteria this policy will not apply.

Note : Replacement/Returns are not applicable for custom items such as Nameplates or an other custom design as these cant be sold again.

RETURNS

In the event that the parcel is returned due to the customer not being available at home during the delivery attempt or if the customer rejects the parcel upon delivery, the shipping company's procedure is to return the parcel to us without prior notification. In such cases, the customer is not eligible for any refund, as it was their choice not to accept the parcel.

Please note that the return procedure from the customer's home to our warehouse will incur extra charges. When the parcel is returned, the shipping company typically charges us double the amount originally paid for shipping the item to the customer. Therefore, if the customer changes their mind and requests us to reship the item to them, they will be responsible for covering the shipping charges. This includes the charges incurred when the item was returned to us, as well as the shipping charges from our warehouse back to the customer. Once we receive the shipping charges from the customer, we will proceed with reshipping the item to them.

EXCHANGES

Upon receiving your item for an exchange we will inspect the items, if it complies with our standards stated above we will then process the order and despatch the new item(s) within 15-17 working days. Standard shipping time will apply on top of the processing time. If any problems occur with your exchange, such as size or color desired being out of stock or item not passing inspection, we will immediately notify you by email.

RETURN ADDRESS

Please send all exchanges and returns to the below address, ensuring you include a returns form or sufficient information to process a return/exchange.
OLIVE & GRAY at:

Plot No. 262, Sector 5, Pocket C, Bawana Industrial Area, New Delhi 110039, INDIA

CUSTOMS AND TAXES FOR INTERNATIONAL DELIVERIES

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot determine what the cost might be, as customs policies and import duties vary from country to country. We advise that you contact your local customs office to find out current charges before you order.

The customer must take full liability for any parcels returned to OLIVE & GRAY due to unpaid customs charges or ignored/unseen emails from your customs office or carrier. Postal charges, return shipment costs, customs charges and handling fees will all be deducted from any refund, gift card, or requested exchange due.

MISSED PARCELS

Any items not delivered due to recipient not being home will generally be returned to a local depot after the second delivery attempt, items not collected from the depot will be returned to OLIVE & GRAY, we will then issue a refund of goods MINUS our postal charges and an admin fee for returned items. We advise customers to use an address that they can guarantee someone being there to receive the item (home or place of work) as they will need to be signed for.

UNDELIVERED ITEMS

Once your parcel leaves our warehouse it is the carrier’s responsibility to deliver your package to you. We have very little if any power to influence any non-delivered items. The carrier will explain their procedures as well as any compensation claim processes. We will always do our best to help this process along when contacted by the customer via hello@oliveandgray.in

At the time of placing your order, we kindly request our customers to provide accurate information, including their address, phone number, and any pertinent details related to delivery. In the event that incorrect information is provided or any essential details are missing, the parcel will be returned to us. In such cases, the customer will be responsible for covering the reshipping charges required for a reattempted delivery. Please note that no refunds will be issued for orders in which this situation arises

CHANGES IN ORDER

Any change in the order, such as product change, size change, color change, address change, or phone number change, should be conveyed to us at hello@oliveandgray.in within 6 hours of placing the order. After this period, no changes will be accepted as the order will already be under processing.

CANCELLATION POLICY

We allow our customers to cancel their order and receive a full refund without a penalty within 6 hours of placing the order. If a request is received after the given deadline we won’t accept any cancellation requests. Please note all of our items are custom-made and made to order hence cannot be altered.