Browse our collections, select your style and add it to your cart. When you're ready, head to checkout and follow the prompts to complete your purchase. We accept credit card and PayPal.

You'll receive a confirmation email as soon as your order is placed. If you don't see it within a few minutes please check your junk or spam folder before reaching out.

Unfortunately, we are unable to make changes to orders once they have been placed. Because we work hard to get your order out the door as quickly as possible, orders are sometimes packaged and processed right away. Please double check your shipping details carefully before completing your purchase.

We are unable to make changes to orders once they have been placed. Please ensure all details are correct at checkout.

Orders are processed and shipped within 2 to 3 business days. You will receive a shipping confirmation email with tracking information once your order is on its way.

Canadian orders typically arrive within 3 to 5 business days after shipment. US orders vary depending on your location and the shipping method selected at checkout.

Yes, we ship to the US and select international destinations. Please note that any duties, tariffs, or import fees charged upon delivery are the responsibility of the customer. Gray Haus is not responsible for any additional border or customs costs.

Yes! Local pickup is available in Mahogany, SE Calgary. Select local pickup at checkout and you will receive a notification when your order is ready. Pickup is available Monday through Friday 8am to 8pm and Saturday through Sunday 9am to 9pm.

We want you to love every Gray Haus piece, but we understand that sometimes things don't go as planned. Here's everything you need to know about our returns and exchanges.

1. Store Credit & Exchanges
Store Credit: We do not offer refunds. Store credit only. Sale items and items purchased with a discount or promotional code are excluded.
Exchanges: We offer exchanges on online purchases if the item is in the exact same condition as when purchased. Customers are responsible for return shipping costs, except in cases where the item arrives damaged (photo proof required). Sale items and items purchased with a discount or promotional code are excluded.
In-Person Purchases: No exchanges or store credit are available for in-person purchases, including purchases made at markets or pop-up events.

2. Return Eligibility
You have 15 days from the date of receiving your order to initiate an exchange or store credit request. Exchanges are available for online purchases only. Sale items and items purchased with a discount or promotional code are excluded.

Eligible Reasons for Store Credit or Exchange:

• Incorrect sizing, if the item is unworn and in original condition with all original packaging, tags, and dust bag included
• Item arrives damaged (photographic proof of damage and packaging required)
• Manufacturing defect such as strap failure or hardware malfunction within the warranty period

Not Eligible for Return or Exchange:

• Item has been used, even once
• Change of mind or dislike of design
• Colour differs slightly from website photos due to screen variation
• Item was purchased at a discount or using a promotional code
• Original shipping charges
• Refused deliveries
• E-gift cards

3. Damaged or Defective Items
If your item arrives damaged or has a manufacturing defect, please contact us within 7 days with photos of the damage and original packaging. We will arrange a replacement or full refund to your original payment method depending on stock availability.

4. How to Initiate a Return or Exchange
Step 1: Email info@grayhaus.ca with your order number and reason for return or exchange.
Step 2: Reply with any required photos if your item is damaged or defective.
Step 3: If eligible, we will provide return shipping instructions. Customers are responsible for return shipping costs unless the item arrived damaged.
Step 4: Once we receive and inspect your item, we will issue store credit (minus the $12 CAD restocking fee) or process your exchange or refund if applicable.

Our Studio Collection uses premium PU (polyurethane) in three finishes, each designed to resemble a different natural texture:

• Studio Pebbled — a pebbled PU that resembles grained leather, used across our core bag styles for structure and everyday durability.
• Studio Smooth — a smooth PU that resembles polished leather, used on our Modern Backpack styles.
• Studio Brushed — a soft PU that resembles nubuck, with a soft, textured hand-feel.

Every Studio material is selected for how it looks, feels, and wears over time, giving you the character of natural materials with the low-maintenance care of an engineered one.

For Studio Pebbled and Studio Smooth styles: wipe clean with a soft damp cloth and mild soap. Avoid harsh chemicals, alcohol-based cleaners, or solvents. Store in the included dust bag when not in use.

For Studio Brushed styles: brush gently with a soft brush to remove surface dirt. Avoid water and moisture. Treat regularly with a protector spray designed for textured materials. Do not wipe with a damp cloth.

Our decorative straps are compatible with the Parker Pack II, Cali Purse, Bali Bag, Free Spirit Fringe, and GH Classic Backpack. Compatibility is noted on each product page so you can shop with confidence.

Our straps are currently available in two adjustable lengths. Crossbody adjusts from 18 to 29 inches and Shoulder adjusts from 32.5 to 57.5 inches. We are transitioning to a single universal length soon so check back for updates.

Yes! Gray Haus e-gift cards are available in the accessories section of our store. Please note that e-gift cards are final sale and not eligible for return or exchange.

Each product page includes detailed dimensions so you can find the right fit. If you have questions about a specific style feel free to reach out to us at hello@grayhaus.ca and we will be happy to help.

Yes. All Gray Haus handbags, totes, backpacks, wallets, and accessories are covered by a one-year limited manufacturing defect warranty from the original date of purchase.

This warranty covers defects in materials and workmanship under normal everyday use. It does not cover normal wear and tear, scuffing, damage from misuse or accidents, alterations, or cosmetic issues that develop over time.

To make a warranty claim please have the following ready: your original receipt or packing slip (payment card confirmation is not accepted and we are unable to look up in-person transactions), 2 to 3 photos clearly showing the defect, and your full name, shipping address, and phone number.

Email info@grayhaus.ca and our team will be happy to assist. Once your claim is validated we will provide a Return Authorization number and next steps. Warranty replacements are fulfilled with the same or a comparable item. Warranty claims are not eligible for a cash refund and each warranty claim is honoured once per item.

Yes! We partner with boutiques, gift shops, and retailers who share our love of quality and intentional design. Visit our Wholesale page to learn more and get in touch.

We love meeting our customers face to face. Visit our Markets & Events page for our upcoming schedule.

Something exciting is coming. Stay tuned for details on our loyalty program launching soon. Sign up for our email list to be the first to know.