Frequently Asked Questions
Everything you need to know about shopping for luxury home decor and furniture at Paynes Gray.
What is the typical shipping lead time for furniture?
In-stock items typically ship within 3-5 business days. For larger furniture pieces requiring White Glove Delivery, please allow 2-4 weeks for transit and scheduling. Check the specific product page for custom or made-to-order lead times.
What is your return policy for home decor and rugs?
We accept returns on most non-furniture items within 30 days of delivery, provided they are in original packaging and unused condition. Please note that return shipping costs and a 15% restocking fee may apply.
Do you offer White Glove Delivery services?
Yes, for oversized items and premium furniture, we offer White Glove Delivery which includes inside placement, assembly in your room of choice, and removal of all packaging materials.
Can I cancel an order after it has been placed?
Orders can be canceled within 24 hours of placement for a full refund. After 24 hours, many items have already entered the fulfillment process or production, and cancellation may no longer be possible or may incur a fee.
What should I do if my item arrives damaged?
Please inspect your delivery immediately. If you notice damage, document it on the delivery receipt and take photos. Contact our customer service team within 48 hours so we can initiate a replacement or repair claim.
Are finish colors and fabric swatches accurate on screen?
While we strive for color accuracy, screen settings vary. We recommend ordering fabric swatches when available or contacting our design team for additional photos if you are trying to match a specific palette.