FAQs

QUESTIONS ABOUT MY ORDER

PAYMENT QUESTIONS

DAMAGES, DEFECTS and RETURNS

PRODUCT INFORMATION

SHIPPING POLICIES and PROCEDURES

 

QUESTIONS ABOUT MY ORDER

  • How to Order Online?

    From the home page, click on a category of choice. Click on an item to view from the product list. Choose a quantity and click on 'Add to Shopping Bag'. If you wish to save it for later purchase, you may click on “Add to Wish List”.

    Phone Order: Sorry, at this time, we are unable to process orders by phone.

    Mail Order: Sorry, at this time, we are unable to process orders by mail.

  • What’s my Order Status?

    Log into "MY ACCOUNT" located at the top of the page and click to "PAST ORDERS".

    Click on Order # to find Order status.

    Go to Track Order.

    Make sure to have order # and email address available.

    Confirmations are sent via email within 30 minutes when 1) your order has been received or 2) 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 www.aidangrayhome.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.

  • Can I modify or cancel my order?

    No. 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 order after you have placed it with us.

  • Can I order from outside the US?

    No. Sorry, at this time we will only ship to the 48 continental states.

  • Do you have an Aidan Gray Home catalog?

    Sorry, at this time we only have an online interactive catalog. Printed catalogs are only available to the trade.

  • What if the item I am looking for is not shown on the website?

    If an item is no longer available on the website, then the item has been discontinued from our line of products.

  • How quickly do you ship?

    Every effort is made to ship your orders as quickly as possible. We ship “As Available”, meaning that any item not ready at the time of shipment may be back-ordered and will be shipped separately.

    Most items will ship within 1 to 5 business days from the day your order is received by our warehouse. We ship via UPS Ground which may take 1-5 business days for an item to be delivered.

  • The item I ordered is out-of-stock or back-ordered. When can I expect to receive it?

    Visiting our website is the easiest and quickest way to find out what products are in stock or when a product will be available to ship. Every item on the web has status information including next anticipated ship date. We try to anticipate our customers’ buying habits and stock accordingly. Occasionally, large furniture items or first-run product introductions due to popularity may sell out faster than we anticipated. Below is a general guideline for production schedules on back-ordered items:

    Candlesticks 60 to 90 Days
    Décor 60 to 90 Days
    Metal Décor 60 to 90 Days
    Furniture 120 Days
    Garden 60 to 120 Days
    Lighting 60 to 90 Days
    Basics As Available (Denoted with a B in front of the item number)
    Select 180 Days (Denoted with an S in front of the item number)
  • Will you hold my order until all items are available to ship at once?

    Aidan Gray Home cannot honor a request to “ship complete”. We ship “As Available”, meaning that any item not ready at the time of shipment will be shipped separately.

  • How will I receive confirmation of my order?

    Upon placing an order, you will receive an Order Confirmation via email. You are encouraged to check the order to ensure that it is as you intended it. Confirmations are sent via email within 30 minutes when 1) your order has been received or 2) 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 www.aidangrayhome.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.

    If you have not received an Order Confirmation via email, we encourage you to call Customer Service at 888.273.4229.

  • The item I ordered is on back-order. Can I cancel my order?

    You may cancel your back orders at any time per our Cancellation Policy.

    If you wish to cancel an order, you must do so in writing by emailing Customer Service. An AGH unique cancellation number must be given to you.

  • How will I know when my order has shipped?

    Aidan Gray will send you an email on the day your product is invoiced and shipped. We will not call before shipping of billing. All notifications are done via e-mail.

PAYMENT  QUESTIONS

  • How can I pay for my order?

    We accept Visa, Master Card, Discover and American Express. All orders placed online must be paid with a credit card.

DAMAGES, DEFECTS and RETURNS

  • How can I return my order?

    Please read our Returns and Cancellations Policy.

  • My product arrived damaged. What should I do?

    Before signing for your product, you must:

    1. You must inspect the product.
    2. You have 5 DAYS to report damages to Aidan Gray by filling out a Claims Form.
    3. If you see damages, NOTE IT TO THE DRIVER/DELIVERY PERSON. DO NOT SIGN FOR A BOX WITHOUT NOTING DAMAGES.
    4. Save all ORIGINAL packaging.
    5. Freight damage must be held up to 90 days per carrier or until claim is resolved.
    6. Repairs may be made locally if a quote for repairs is approved by AGH prior to repairs being made. Please refer to Our Environmental Approach to Damage.
  • What if my product is defective?

    Aidan Gray has a distinctive look and feel. Our product is not intended to look new and in fact should more closely resemble a found objects or architectural antique. We distress our products heavily and chipping, flaking, rusting and cracks are built into the products and cannot be claimed as defects. However, if you receive a lamp that does not work, or the product in question clearly does not function as it was intended, you may file a Claims Form and we will replace it.

PRODUCT INFORMATION

  • Where can I find information on a specific measurement?

    Measurements are approximation. All product measurements are listed on the web site. If the measurement you seek is not listed on the site, it is not available for disclosure. We do not recommend you plan for installation before receiving the actual product, particularly for wall sconces and chandeliers. Our products are hand-made and variations in size should be expected.

  • Where can I find information about product color?

    Colors represented in the catalog and on all photography are representations only and is not an accurate depiction of the actual color of finish. It is highly recommended that you not design around nor pick colors based on any photographic representation. Our products are hand-made and variations in colors and finishes should be expected.

  • Where can I find out more about your upholstered products?

    Buying furniture can be a large investment. For upholstery, it is highly recommended that you test it out by actually sitting in our upholstered chairs to determine if the chair achieves your desired level of comfort. Under no circumstances may upholstered goods be returned because one does not like the comfort level of the seat. Products are on display at several market locations throughout the USA and available for your review. For showroom locations, click here.

  • I changed my mind. Can I return a product?

    AGH does not accept returns for any reasons. If you insist on returning a product, you may pay a 25% restocking fee plus all shipping charges to and from AGH warehouse. If you do not like the product, we recommend you mark it down for quick-sale.

SHIPPING POLICIES and PROCEDURES

  • What are your shipping Policies and Procedures?

    All our products are shipped as available via UPS and consolidated freight. Products are billed 1 to 5 business days in advance of shipping as the order is processed. “Ship Order Complete” and “Call Before Shipping” is not available. All products must be inspected within 5 days of receipt.

  • I am new to freight shipping. What are your policies?

    Items that ship via freight must be quoted by a Customer Service representative before shipping. You may request a quote by emailing Customer Service or calling 1888.273.4229. For an All-You-Need-to-Know guide on freight shipping, click here.