FAQ

Registration

Do I need to register before placing an order? 

You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time and money on future purchases. Follow the steps here to register your account. 

How do I register? 

Click here to register your account with Grey Market.

Why should I become a registered user? 

  • You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise. 
  • You can browse, shop and, if necessary, complete your order at a later time. We'll keep track of the items you've already put in your shopping bag so that when you come back later, you will not have to re-select the items again. Note that placing items to your shopping bag for purchase at a later time does not guarantee item availability. 

How do I reset my password? 

Follow the instructions here to reset your password.

How do I change my account information? 

As soon as you sign in to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

Can I change my email address in my account? 

We will offer this function in the future. 

I cannot find the answers to my questions, how do I reach customer service? 

You can fill out a form to contact customer service.

Ordering 

Can I order by phone? 

No, we currently only accept orders made through our online store. We apologize for the inconvenience. 

What kinds of payment methods do you accept? 

We accept the following forms of payment for domestic US orders:

  • Visa
  • Mastercard
  • Discover
  • American Express
  • Paypal
  • Amazon Pay
  • Google Pay
  • Apple Pay
  • Diners Club
  • JCB
  • Grey Market Gift Cards & E-Gift Certificates

    Is my privacy and personal information secure on your site? 

    Please read our privacy policy to view the full details on how we protect your privacy and personal information. 

    Do you restock items that are sold out? 

    Unfortunately we do not restock most of our items. Please visit our Back in Stock section to see what popular items we brought back to our online store. Our Customer Service Team will need an item number/product code to confirm availability. 

    Can I modify or cancel my order? 

    Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your orders after you have placed it with us. 

    How do I know what size to choose? 

    View our complete size guide for men, women, and kids. 

    I cannot find the answers to my questions, how do I reach customer service? 

    You can fill out a form to contact customer service.

    Order Status

    How do I check on the status of my order? 

    • You may view the status of your order by logging into your Grey Market account and clicking on Past Orders. Check your order status with your order number and email address. 
    • Click on Track Order at the footer of the page. Make sure to have order # and email address available. 
    • Confirmations are sent via email within 30 minutes when
      • Your order has been received or
      • Your shipment has been processed, based on the valid email address provided to us. 
    • If you did not receive any confirmation emails, please check your email spam filter. 
      • Select GreyMarket.com as a trusted website domain in your spam filter.
      • To avoid any duplicate orders, please go to MY ACCOUNT to verify your order has been placed before resubmitting your order. 
    • Please allow 24 to 48 hours for your order status to change. 

    Why was my order cancelled? 

    • Grey Market was unable to verify the billing information that was entered on the order. If the billing address does not match with what the credit card issuer or bank has on file, the order will be automatically canceled. 
    • If your order has been canceled, please contact your credit card issuer or bank to verify that the billing information is correct. Afterwards, create a new order using the correct billing address. 
    • If you still need assistance, please contact us. 

    I cannot find the answers to my questions, how do I reach customer service? 

    You can fill out a form to contact customer service.

    Shipping

    What kinds of shipping options do you offer?

    Grey Market offers standard delivery, express delivery, next day delivery, and ship-to store for US domestic orders. View all of our shipping options and rates for your desired destination. 

    Where are shipping destinations? 

    Grey Market ships to all 50 US states, the U.S. territories, P.O. Boxes and APO/FPO addresses. U.S. territories include: American Samoa, Guam, Puerto Rico, and the U.S. Virgin Islands. View our shipping guide to find out if we can ship to your destination. 

    How do I track my package after it has been shipped?

    As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website with the order # and email address used for your order. 

    I think my package was lost or stolen, what do I do now? 

    Grey Market is not responsible for lost or stolen packages. After an order has been picked up from Grey Market, the courier is responsible for lost or stolen packages. If you feel as though your package has been lost or stolen, you must contact the shipping courier with your tracking number, and they will help you locate the package or file a claim. 

    I cannot find the answers to my questions, how do I reach customer service? 

    You can fill out a form to contact customer service.

    Returns

    What is your return policy? 

    Online purchases made through the GreyMarket.com are valid for exchange, credit, or refund within 30 days from the ship date. Your return form and invoice provide a postmark date that specifies the last day you have to return your merchandise by mail.

    All returned or exchanged items must be unwashed, unworn, and undamaged, with all tags attached. Jewelry must be in its original packaging. All returned items must be accompanied by the return form and customs documents (if applicable).

    Food items, sale merchandise, cosmetics, underwear, select lingerie, earrings and body piercings, clearance items, and gift cards / e-gift cards are all final sale items and cannot be returned or exchanged, unless required by law.

    View our Returns and Exchange Policy for more information.

    How soon will I receive a refund for my return? 

    Please allow 2-3 weeks from the return shipped date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. for returns from international and apo/fpo addresses, please allow 4-6 weeks from the return shipped date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement.

    I cannot find the answers to my questions, how do I reach customer service? 

    You can fill out a form to contact customer service.

    Gift Cards and E-gift cards

    Where can I purchase, redeem and/or ship a Grey Market Gift card/E-gift card? 

    Grey Market Gift cards / e-gift cards are only available for purchase and redemption at GreyMarket.com for US purchases only. Grey Market can only ship purchases of gift cards / e-gift cards to the U.S or U.S territories. Grey Market gift cards / e-gift cards are only sold in U.S currency.

    How do I check the balance of my gift card or E-gift card? 

    • Check your Gift Card/E-Gift Card balance online by clicking here. 

    Does the Grey Market gift card/E-gift card have any limitations or restrictions? 

    Grey Market gift cards / e-gift cards are not valid for International Customers. Grey Market gift cards / e-gift cards / store credits may not be applied to previously purchased merchandise. These cards cannot be used to buy another Grey Market gift card / e-gift card. You may use up to gift cards / e-gift cards / store credits per transaction.

    Does Grey Market replace damaged, lost or stolen Gift Card / E-Gift Card / Store Credit?

    Grey Market will replace your gift card / e-gift card / store credit for the remaining value in our records at the time the card is reported as damaged, lost or stolen if you provide us with the original proof of purchase or receipt.

    How do I redeem my gift card / E-gift card / store credit online?

    During checkout, enter both the gift card / e-gift card / store credit number and pin on the back of the gift card / store credit or in the email for your e-gift card that you received from us. If your gift card / e-gift card / store credit balance doesn't cover the total cost of your order, we'll charge the remaining amount to your primary form of payment listed in your account, or to another acceptable form of payment at your request. If the total cost of the order is less than the balance on your gift card(s) / e-gift card(s) / store credit(s), any unused balance will remain on your gift card / e-gift card / store credit.

    What if I cancel an online order that was paid for with a gift card / E-gift card / store credit? 

    If you cancel an order that was purchased with a gift card / e-gift card / store credit, the total amount paid for the canceled order will be credited to the original gift card / e-gift card / store credit. If you no longer have the gift card / e-gift card / store credit, please contact our customer service. 

    Can I use a gift card / E-gift card / store credit to purchase another gift card / E-gift card? 

    No, you cannot purchase another gift card / E-gift card using another gift card / E-gift card. 

    Are there any fees associated with Grey Market gift cards / E-gift cards?

    No, you will only be charged the value of the gift card / e-gift card when it is purchased. Grey Market does not charge shipping or any other fees when you purchase a gift card / e-gift cards.

    Can I change the value of a gift card / E-gift card / store credit after I have purchased / received it?

    No, you will not be able to add or change the value on a gift card / e-gift card / store credit once it has been purchased /issued.

    What if someone makes a copy of my gift card / E-gift card / store credit? 

    You must safeguard your gift card / e-gift card / store credit for your own protection. If someone makes a copy of your gift card / e-gift card / store credit and redeems it for the full balance on the card, your card will have no value and Grey Market is not responsible for replacing any lost value. No matter how many copies are made, the value of the gift card / e-gift card / store credit is tied to that card number. When that number is used to make a purchase, the value of the purchase is deducted from the gift card / e-gift card / store credit.

    If you suspect that someone has copied or stolen your gift card / e-gift card / store credit, contact our customer service immediately. Any value that has not been used can be re-issued to you in a new card. Click here for information on how to contact our customer service.

    Can I pay with more than one Grey Market gift cards / E-gift cards / store credits? 

    Yes, you may use up to 10 gift cards / e-gift cards / store credits per transaction. Enter the first card number and pin and click on the "apply" button. Then, a new entry box will display underneath for entering the next card number and pin.

    I cannot find the answers to my questions, how do I reach customer service? 

    You can fill out a form to contact customer service.

    International Orders

    Can my order be delivered internationally? 

    Grey Market does not currently ship outside of the USA, however, we're working to add international shipping to our site shortly.