FAQs

Shipping Faqs

1. How long will the delivery take? : It’s really quick! We strive to deliver all our orders / products in the fastest time possible. Depending upon your address, the delivery time may vary between 2 – 9 working days. That still won’t stop us from trying to get you your order faster. On each product’s display page, you can enter your location’s pin code to check when you can expect to receive the delivery.
2. How can I track my order? : You can track your order as soon as it is shipped out. To know the status of your item real time, just tap on the tracking link in the email sent to you. Alternatively, you can also login to GRAY BLAC.com and visit the ‘My Account’ section to know your order status.
3. Will all the products be shipped out together? : We try to ship all products of an order together. However, sometimes few products of an order may get dispatched from different locations. If so, we might ship some products out first and ship the remaining in a separate shipment to ensure that you don’t wait even a minute longer than you have to. We will notify you each time a shipment is dispatched or it is out for delivery; so that you can track it till we knock on your door.
4. How much will the shipping cost me? : All orders worth Rs.1199 or above, will be shipped free of cost. For any orders below Rs. Rs.1199, a nominal fee of Rs.149 would be applied.
5. Will I have to be personally present to receive my order? : We recommend that you receive the order yourself to ensure complete satisfaction. In case you are not present, the parcel will be delivered to the person available and this may be confirmed on call with you by our delivery executive. For security and validation, the signature of the receiver will be taken at the time of delivery.
6. What should I do if I miss my delivery? : We understand that you can’t wait at your delivery address all the time, and that is exactly why we will try to attempt delivering your order thrice; each attempt on a consecutive day. So if you have missed the delivery please do not worry, we will try to make an attempt again.
7. Can I change my delivery address or mobile number once the order has been placed? : Sorry, that is not possible at the moment as the system would have already passed the mobile number and address to our warehouse to pack and ship your product. That said, we never say never! You can always cancel the order before it has been packed and can place a new order. Don’t worry, there are no cancellation charges.
8. Why is the Cash on Delivery (COD) option not offered in my location? : Few places are not covered for COD by our delivery partners. Any inconvenience you face is regretted. This issue might also occur if the cash amount payable at the time of delivery exceeds a certain limit which is decided by our courier partners. Hence, we request you to always enter your pin code to check the availability of COD in your area. Alternatively, may we suggest an alternate form of payment? Perhaps a Credit Card, Debit Card, or Net Banking. We are not saying that this will be permanent; your pin code might be COD- enabled in the future. Do check!
9. Do you deliver everywhere in India? : That’s the big dream and we’re sure we’ll achieve it soon! We strive to deliver to all the pin codes of India. At the time of shopping, please check if your pin code is covered by our Logistics Partner. If not, we would request you to provide an alternate shipping address.
10. Do you deliver internationally? : Right now, we do not deliver items internationally. You can make a purchase from anywhere in the world using Indian currency as mode of payment as long as the shipping address is within India.
11. What delivery carriers do you use? : At GRAY BLAC, we strive to make each shopping experience outstanding and enriching. Hence, we partner with the best in the industry. We use logistics services of Delhivery, Xpressbees & Ecom Express. We will notify you the name of the partner delivering your order, in advance.
12. Are your products genuine? : You bet! We make sure that our products are 100% Genuine. Along with that, we take each product through a multiple-point quality check before shipping it out to you. That’s the last thing you need to worry about! ☺
13. I need a copy of my invoice for my order placed with GRAY BLAC. How do I go about with it? : We ship all packages with an invoice that can be found along with the product. If after receiving the package, you need another invoice, give us a buzz and we’ll email you a soft copy.
14. Can I shop for the merchandise on GRAY BLAC at other Reliance places? : Unfortunately, to maintain exclusivity, this curated fashion is available only on GRAY BLAC.
15. What are the various statuses an order can have? : The various statuses are: Confirmed: This means that an order has been placed and the confirmation has been sent to you. Packed: This means that your order is packed and ready for dispatch. Dispatched: This means that the order is speeding towards you. Delivered: This means that the order has been delivered to you.
16. If my order value is less than ₹1149, will I have to pay for shipping, even if I am picking up my order from the store? : Not at all! For store pick-ups, there is no shipping charge, irrespective of your order value.
17. What if I am unable to visit the pick-up store? :  Don’t worry, we’ll hold your GRAY BLAC order for 10 days. After that we’ll return it to the warehouse.
18. Do I need to carry an ID card to the store for picking up my order? : No. Just walk in with your mobile phone. We’ll send you an OTP on your registered number; share that with us and collect your order.
19. The package I received was damaged? : We request you not to accept a package if it is tampered. In case you already have and that has an issue, Please reach out for help.

Cancellation FAQ

1. Can I cancel my order? : Yes! You can cancel an order as long as we haven’t packed it for you. As soon as the order is cancelled, we refund the entire amount paid for the order.
2. What are the steps to be followed to cancel my order? : Please log in to your GRAY BLAC account. Click on My Account section at the top right corner of your screen3. Select the order/item you want to cancel 4. Locate the “Cancel” button and click on it 5. Voila! The order has been cancelled.
3. How long will refund take post cancellation? : We initiate the refund immediately upon cancellations. The time for the refund to reflect in your source account might vary depending on the payment mode used: 1. If you have used your GRAY BLAC Wallet, you should see the refund within 24 hours from the time of cancellation 2. If you paid using your bank or e-wallet, it will reflect in the source account within 5 to 7 working days from the time of refund initiation. Please note that this is the time taken by the respective banks or e-wallets to process your refund.
4. Does GRAY BLAC assure of complete refund against my cancelled order? : Absolutely! Although we must add that cancellations are not a very happy thing for us.
5. Help! The ‘Cancel’ link is disabled: Well, it can mean two things: 1. the order might have already been packed or shipped out; in which case you can refuse the delivery of the order. No worries! 2. Something might not be working as it’s supposed to, on the website. Give us a call or send us an email and we’ll help in fixing it.

Payment FAQs

1. What are the various modes of payment at GRAY BLAC? : You can pay using following methods of Payment: 1. Credit Card 2. Debit Card 3. Net Banking 4. E-Wallets (Paytm, MobiKwik, Freecharge and more) 5. Cash on Delivery 6. GRAY BLAC Wallet Note: All payment methods depend on your pin code, so please ensure that you check your pin code to find out the available methods of payment over there.
2. What does “Cash on Delivery” mean? : We understand that you might want to pay for an order by cash. That’s why we’ve got a very convenient option where you can pay at your doorstep before receiving the package and signing the delivery sheet.
3. Will I have to pay for any hidden costs like sales tax, OCTROI, etc…? : You should not be asked to pay anything extra for the order. Only whatever is mentioned on the invoice can be paid. Please let us know if you’ve been bothered otherwise.
4. I am being charged GST amount on my order. What is GST? : GST is a tax applicable on the supply of goods and / or services with effect from July 1st, 2017. GST is levied on the transaction value of goods and / or services supplied. GST is required to be borne / paid by the ultimate consumer of the goods and / or services. If your order is fulfilled on or after July 1st, 2017, GST will be applicable on your orders. GST subsumes all other taxes like Excise duty, VAT, Entry tax etc.
5. How is the GST amount decided? : If the product is at a discount lesser than 19%, GRAY BLAC will bear the GST amount on your behalf and would not recover GST from you. However, for a product where total discount percentage is more than 19%, GRAY BLAC will not bear the GST amount and would recover the same from you, as applicable on the selling price of the product, after providing for discount. Percentage of GST will vary depending on the category of the product. Don’t worry, you will see the applicable GST amount in the Order Summary on the Bag Page.
6. How can I find out if GST is applicable on a product or not? : On the product display page, a message will be displayed saying “Additional GST may apply”. However, please note that this is just an indication. GST applicability might vary on the total discount applied on the Bag.
7. If I return/cancel the purchased product will the GST amount charged be refunded? : Yes. If you return or cancel the product(s), the GST amount, if levied will be refunded.
8. Can I pay using International Currency? : Unfortunately, at this time we accept only INR at GRAY BLAC.
9. What if the amount got debited from my side but I did not receive an Order ID? : We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Please send an email at customercare@Gray Blac.com and we’ll sort it out for you.
10. For Cash-on-Delivery orders, can I check the package before making a payment? : Our courier person will hand over the package to you only once the payment has been made. Please do not accept any package if it is tampered.

Returns FAQ

1. How do I return my product? : Super easy!. Please login with your credentials and visit the My Account section. Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a Return ID. Click on the link below to view the return creation demo https://www.Gray Blac.com/return-creation-demo
2. What is your returns policy? : At GRAY BLAC, we have a very flexible returns policy which is absolutely customer friendly. If you do not find the product(s) satisfying, you can return it as long as the following conditions are met: • It should be unused. You can wear it to check for fit and comfort, making sure that any smell does not transfer to the product (natural body odour, body deodorant, perfume etc.) • It should be unwashed. We don’t want you wasting any detergent! ☺ • The price tags, brand tags, shoe-box and all original packaging must be present • The product must be returned within 30 days • Any gifts received must also be returned along with the product. Toys will have 10 days return/replacement policy in case you have received a damaged, defective, wrong product or product with missing accessory.
3. Does the returns policy change for any GRAY BLAC promotions? : At times, the returns policy may vary. To get the exact information, always refer to the Terms and Conditions of the promotion running at that time. That said, we always strive to keep our policies as flexible and customer friendly as possible. ☺
4. Can I return the product to the delivery person if I did not like it? : Please don’t do that! We have a very flexible policy where you can create a Return on app, website or by giving us a call. To avoid any confusion or delays, our courier partners are instructed to not accept a package as a return while performing a package delivery.
5. Do I get the shipping charges refunded in case of return? : If you have returned all the products in your order, you will be refunded the entire shipping charges. If you return the order partially, the shipping charges will be refunded on a pro-rated basis.
6. What are the non-returnable items at GRAY BLAC? : Fashion & Lifestyle products: Typically, we do not accept briefs/panties, lingerie sets, swimwear, socks and stockings. To be certain if the product is non-returnable or not, you can refer to the disclaimer provided in the Returns tab provided on the Product Display Page. Note: If you’ve received a non-returnable product in a damaged/defective condition, please reach out to our customer service team immediately to initiate a request for refund.
7. Do I have to return the whole order? : Not at all! You do not need to return the whole order. Just return the items you don’t want.
8. When is the refund for my return provided? : Once the Return ID is generated, we share a promised pick up date. By that date, your return order will be picked up. We also notify you of the estimated refund date as soon as the Return ID is generated.
9. I haven’t received my refund amount yet. Please help! : Once the returned product has been picked up, you will be notified of the promised date of refund. Before this date, a refund should get initiated. Once initiated, it should reflect in your account based on your mode of payment.
10. My area is not serviceable for return, how do I return my order? : We strive to service all pin codes in India for forward and reverse delivery. But don’t worry, even if your pin code is not serviceable, you can still return the product by shipping it to us. In some cases, you can also drop the return item at one of our Trends stores. Please login and selct the relevant order for more details.
11. Will I get back what I paid if I return the product? : We promise to refund the entire amount paid for the product, including any taxes that were paid – no strings attached! The mode of refund depends on the mode of payment for the order.
12. I want to return a product. Can I drop it at a Reliance Trends store? : “Of course you can! We just need to check if products in your order are eligible for drop at store. Usually if a product is eligible for a Drop at Store option by referring to the label right below the product image that states “you can return this item directly at a Trends Store”. If this label is not present under the item, then it can only be returned through our simple return process”
13. How do I return the product at a Reliance Trends store : You can return the product(s) at the customer service desk of the selected Trends store along with original packaging, all the tags & invoice. You will receive a notification about your refund in a flash. However, not all the products can be returned at our Trends stores, so please check if products in your order are eligible for drop at store.
14. Why is my return put on hold : That’s just because we need some additional information. A return request can be on hold or pending verification if our system doesn’t recognize the EAN entered by you while creating a return. Dont worry, typically in such cases we call you within 48 hours to check and assist accordingly.
15. When will the return order be picked up? : Once the Return ID is generated, we share a promised pick up date. By that date, your return order will be picked up. We also notify you of the estimated refund date as soon as the Return ID is generated.