Tilly Keepsake Box

Shipping

• All orders are processed within 24 hours and tracking information will be provided within 2-5 business days.
• All products ship free via standard ground delivery from the manufacturer. Shipping times vary among products, general shipping for instock items are normally within 1-2 weeks. You will be contacted with specific ship date with tracking number after order is placed.
• Furniture and oversized items that ship freight will require 2-3 weeks for delivery. Standard Freight is curbside, to your door. White Glove freight may be an option for an additional charge. Email us at info@paynesgray.com for a quote.
• Lead Times may vary but generally are within 1-2 weeks with the exception of custom products including Noir. For more specific information, email us at info@paynesgray.com with the product you are interested in.
• Free shipping applies to the 48 contiguous states only. Custom shipping quotes are available for Alaska & Hawaii by emailing info@paynesgray.com

Cancelations

In order to fulfill your order quickly and to reserve your product, we process orders right away. All orders are processed within 24 hours.

We understand you may need to cancel or modify an order and we will attempt to do so but orders cannot be canceled after 24 hours or after item confirmation and tracking info has been sent. Made to order or custom products may not be canceled.

Return Policy

Paynes Gray's return policy lasts 15 days from the date your items has been delivered. If 15 days have passed since your order was delivered, we cannot offer you a refund or exchange. All approved returns will have a 15% restocking fee plus you are responsible for return shipping and return shipping fees.

The following items are not eligible for return or exchange: Furniture, Lighting, Mirrors, Clearance, Bella Notte, Redford House, Regina Andrew, Noir, Custom Made to Order Items, Special Order Items, and Gift Certificates.

To be eligible for a return, you must have an RMA number. To request an RMA, please email us at info@paynesgray.com. To return an an item, it must be unused in the same condition as received, in the original packaging.

Only partial refunds are granted in the following circumstances:

• For reasons we are not at fault for, any item that is damaged, missing parts, and/or not in original condition including packaging
• Any item that is returned more than 15 days after delivery
• All shipments that are refused will result in original shipping charges, return shipping charges and a 15% restocking fee being deducted from your refund.
• Bella Notte is custom, made to order with 4-6 week lead time and considered final sale.

Extended Holiday Returns

For gift orders purchased between November 14th through December 31st, return requests must be initiated before January 14th and received by January 31st. Items returned will incur 15% restocking fee plus the cost of return shipping. Items must be returned in their original, unused condition with original packaging.

Extended Holiday Returns exclude custom items, furniture, lighting, mirrors, rugs, and gift certificates.

To request an RMA, please email us at info@paynesgray.com.