Covid-19 Updates

Due to the impact of COVID-19, we are currently experiencing delays to shipping of up to 5 working days. Please be assured that we will do our best to ensure you receive your socks as safely and as quickly as possible. We apologize for any inconvenience this may cause and we will provide further updates as soon as they are available.

Can I still Shop at Eliot Grey

Yes, we are open and operating our business as usual, and are committed to our staff, our customers and our suppliers. We will continue to monitor the situation very closely and we will provide updates if there are any changes.

Why did I only receive part of my order?

Don’t worry, it’s on its way! While we do our best to ship all orders in one package, there are times when orders will ship from multiple warehouses. If you did not receive multiple tracking numbers, please reach out to our customer service team for assistance.

What do I do if my order is damaged?

We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our customer service team will be more than happy to assist with processing a replacement order or issuing a refund. You may contact our customer service team here or through our “help” button below.

Can I exchange my order?

We do not offer exchanges at this time. If you’d like to make an exchange, simply return the unused goods back to us using our returns page and make a new purchase for the item or items you want through our site.

How long does it take to process my order?

After receipt and processing of your order (within 2 days) Most orders ships out within 24 hours by the manufacturer after receipt of your order provided items are in stock. In Peak Season (Thanksgiving, thru January) please allow an additional 3 days for your order to be processed. Upon shipping, you will be notified by email with a tracking number. Most orders usually arrive within 7-15 business days (excluding weekends and holidays) within the Continental USA or sooner. Orders to other countries may take a little longer but will arrive. Please Note: Some items may ship separately and will take a few extra days too arrive. * We are NOT responsible for delays due to contributing factors such as weather, holidays, logistics etc.

My discount code is not working, what do I do?

We are sorry you are having trouble checking out, please note that some discount codes require users to create an account on the site and be logged in upon check out to utilize the discount code.

I received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our warehouses. We are so sorry for any inconvenience this has caused and our customer service team is here to help make things right. Please contact our customer service team via phone, email, or our contact us page, so that they can work to get you your goods as soon as possible.

Can I still contact Customer Service?

Of course, our team will be available from 9am-5pm from Monday to Friday as normal. As we are working remotely, we have limited access to telephones, but if you leave us a voicemail with your contact details we will get back to you as soon as possible.

Can I still return items?

We completely understand that it may not be possible for you to leave your home at this time to return a parcel. In case you have any issues returning your order, please feel free to get in touch with our Customer Care team at sales@eliotgrey.com and we’ll be happy to assist you. *For urgent queries, we recommend sending an email to rasheedweaver69@gmail.com or contacting us via live chat.

There are two parts to Processing and Shipping:

  • Processing time starts with: Order verification, quality check and packaging.  All orders are usually sent to our manufacturer for dispatch within 24 hours after the order is placed and payment is received.
  • Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination.

USA & Canada
Standard Secured Shipping & Insurance takes 10 - 15 Days or sooner for delivery depending on our warehouse location and (IF YOUR ITEM IS IN STOCK)

AUSTRALIA & New Zealand
Standard Secured Shipping & Insurance takes 2-3 Weeks or sooner for delivery depending on the location of our warehouse and (IF YOUR ITEM IS IN STOCK)

U.K & EUROPE
Standard Secured Shipping & Insurance takes 2 Weeks for delivery depending on our warehouse location and (IF YOUR ITEM IS IN STOCK) 

Others Countries
Standard Secured Shipping & Insurance takes 2 Weeks for delivery depending on our warehouse location and (IF YOUR ITEM IS IN STOCK) 

Insured Shipping: If item is lost in delivery or arrives damaged, we will send you a replacement item with no extra cost to you provided sufficient proof is provided.

Priority Insured Shipping: Your Delivery is put at the top of our Order List daily which we send to our manufacturers. Depending on the order volume we're receiving, expected delivery time may remain similar/equal to Standard Shipping times. Your item is also Insured.

**NOTE: Some items shipped separately and arrive at different times depending on our warehouse location. Tracking Numbers will be provided as soon as we receive them from the manufacturer.** 

Depending on the volume of orders we receive daily, your shipment may take longer than usual to arrive. Rest assured, we are working hard to get your order shipped quickly.  We appreciate your understanding.

Changes Request
If you need to make changes to your order, please email us within 24 hours and we will be happy to make the required changes. If your order has already been shipped we will not be able to change it.  Please take a moment t confirm your correct size and color of your selection to avoid disappointment.

 

Where can I find my tracking number info for my order?

All tracking numbers can be found in the shipping notification emails we send out, as well as on your profile dashboard. Tracking numbers generate when a shipping label is printed at our facility - keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed. 

If it has been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us at info@eliotgrey.com.

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