How do I pay?+
Grays Online accepts PayPal and all major credit cards - Visa, Mastercard, Diners and American Express for payment of Sale and Buy Now invoices. Grays Online uses an automated payment system which ensures a secure and fast service for our customers.
Please note:
- If you elect to use PayPal as your payment method, please ensure that your PayPal is associated with a credit card.
- The CVV Number ("Card Verification Value") on your credit/debit card is a three digit number on the reverse VISA®, MasterCard® and Discover® branded credit and debit cards.
Invoices under $10,000
When the invoice is under $10,000, payment is taken from the nominated payment method within 24 hours of the sale closing. This is to ensure goods can be dispatched as quickly as possible or made ready for collection. Please ensure that there are sufficient funds available at the time the sale closes, this is to ensure the process is as smooth as possible.
Invoices over $10,000
Sale
Where the invoice amount is over $10,000 (multiple lots with a single sale will be consolidated under a single invoice) this is to be paid for by direct deposit within two days of the sale closing. If your purchase falls into this category, a member of the Grays team will contact you to arrange for payment.
Buy Now
When the total cost of your purchase exceeds $10,000 in our Buy Now section, we will only charge 2% of the total to you on checkout. This will secure your purchase quickly and avoids a situation where you may exceed your credit limit. With the balance of your order payable via direct deposit. We will email you an invoice with the balance owing, and details on how to make this payment
Invoice over $250,000
When an invoice is over $250,000, we will only charge customers a maximum of $10,000 as a deposit. The balance of your order is then payable via direct deposit. After checkout, we will email you an invoice with the balance owing, and details on how to make this payment.
What happens if payment is not received?
Our accounts team will contact you via email and request payment be made as soon as possible. If payment is not received, the sale may be cancelled, and you may be charged a cancellation fee representing 20% of the invoice amount being charged.
If the Invoice Amount is more than $10,000, and you don't pay it into a bank account nominated by us, we may charge you, (either for all or part of the Invoice Amount) on account of final payment by you. We may also charge an additional 3% administration fee to your account, calculated on the total of the Invoice Amount.
How do I use my PayPal account with Grays?+
For existing Grays customers you can log in to your My Grays account and update your selected payment method to default to PayPal for future purchases.
If you are not an existing customer or you just want to check out quickly, we have a PayPal express checkout available too. When viewing your cart you will see the checkout with PayPal option, this will take you to the PayPal authorization screen to complete your checkout. Express check out is available for all Buy Now products.When using PayPal, your PayPal account needs to be associated with a credit card.
Why can't I see the checkout with PayPal button?
If you can't see the checkout with PayPal button, you may have already selected PayPal as your default payment method. You can confirm this in MyGrays.
PayPal is not available on Grays NZ
Will Grays ship to my PayPal address or registered Grays address?
It's important to ensure your address is correct on both sites to prevent any confusion when delivering your goods.
Can I use more than one Payment method at a time?
When checking out, the payment method selected in your MyGrays will be the default payment method used.
When participating in an sale, the payment method you have selected on your account at the time the sale ends is the method that will be charged. Even if you had a different payment method selected at the time you placed your bid.
What is Credit Card/PayPal surcharge?+
A 1.20% surcharge applies for payments by Visa, Mastercard and Paypal. A 2.50% surcharge applies for payments by American Express and Diners Club. 0.70% surcharge applies to Debit Cards. If the invoice amount exceeds $10,000 it may be paid by direct deposit. See User Agreement for more information.
Why have I been charged $1 to my credit card?+
The $1 transaction you see on your credit card statement is not a charge, just a temporary hold on funds. It is not debited into the Grays account and Grays cannot access this money.
This pre-authorisation feature enables companies to check if funds are available on the customer's credit or charge card and reserve the funds without debiting the cardholder's account. Pre-authorisation provides a level of assurance that a customer's card is valid, has sufficient funds and is not stolen.
This process is not unique to Grays and is commonly used by many companies including hotels, car rental companies and online retailers.
Is tax inclusive or exclusive?+
Sales can be conducted on a tax 'inclusive' or 'exclusive' basis. Grays provides this information on the lot description page, so you are aware of this before bidding on an item.
Inclusive Tax Sales
When an sale is listed as tax 'inclusive', this simply means that the bid price has the tax percentage already included. You do not need to add the additional cost to your invoice. It is important to note that the Buyer's Premium and freight charge if applicable is tax inclusive.
Exclusive Tax Sales
When an sale is tax 'exclusive', you will need to pay tax as well as the bid price. The tax is a percentage of the bid price. You will also need to pay tax on the Buyer's Premium in a tax 'exclusive' sale. Therefore when looking at tax exclusive sales, remember you need to add tax to the bid amount, buyer's premium and freight.
Tax Free Sales
Occasionally Grays will sale items that are tax-free; the final bid price will not include a tax component. To view if the buyer's premium and freight has a tax component or not, please refer to the lot description for further information.
Tax means GST, VAT and other taxes (as applicable).
How do I book a pick-up?+
Please note, pick-up bookings are only available for buy now products and sale lots available for collection from 376 Newbridge Road, Moorebank NSW 2170. The collection address of a product or sale lot can be found on its product or lot page.
Making a booking saves you time when collecting your goods, as our Moorebank warehouse will be expecting you and your goods will be ready in advance. Please refer to the collection tab on the lot description, for the allocated dates and times available for collection. Booking cut off times are 1pm (AEST) the previous day.
To make a booking, email pickups@grays.com.au with your:
- Full name
- Invoice number
- Contact number
- Preferred pick-up date & time
Please ensure you have a copy of winner's email or paid invoice and your driver's licence or photo ID. If you authorise a third party to collect your goods, the courier will be required to have a copy of the winner's email, letter of authority together with a copy of the Drivers licence from the winning bidder. Please download and print this form for 3rd party pickups.
Where is my delivery? +
Your goods will be delivered to the address registered with Grays. After you have completed your purchase, and your goods are dispatched from one of our warehouses, you will receive a dispatch email.
Your dispatch email will let you know which courier company is delivering your goods, the expected delivery timeframe and how you can track your delivery online. Our delivery timeframes can range between 2-14 business days; this is because Grays products are sent from warehouses all over the country, even internationally. We also use many courier companies to ensure our deliveries run as smooth as possible.
If you have made multiple purchases, you may receive more than one dispatch email, each with the details of the individual deliveries. Please be advised that each item is packaged and dispatched individually and may arrive on different days.
Please contact us via our Customer Service Form, if your goods have not been received within the time frame outlined on your dispatch email/s.
Please note: We cannot guarantee our delivery times and delays may occur on international deliveries due to circumstances beyond our control.
Where is my tracking information?+
Once your item has been dispatched from Grays, you will receive a delivery notification email. This email will provide you with your consignment number and a link to track your delivery.
To track your delivery online follow the below steps:
1. Click on the link in your dispatch email
2. Enter the consignment number provided into the tracking field
3. Hit 'Submit.'
If you are not home to sign for your goods the item will be returned to the local depot.
Please Note: If the goods are not collected within ten business days they will be returned to Grays, and you will need to contact customer service to re-deliver the item.
What is limited delivery?+
A limited delivery sale offers delivery within a limited delivery zone only. Anyone outside the delivery zone will have to pick up the items from the Grays Warehouse. Pick up is not an option for customers within the delivery Zone
Why do we offer limited delivery?
The items in a limited delivery sale are unboxed or are of a fragile nature and require a specialist home delivery freight service provided by a Grays nominated carrier.
Within delivery zone
For customers within the delivery zone nominated in the lot description, the goods will be delivered to the address specified on your account between 7am - 7pm Monday to Friday. You will be contacted to arrange a delivery date and window before the delivery taking place. A re-delivery charge will be payable if the carrier is unable to deliver on the first attempt.
Deliveries can only be made to the ground floor and the front door only. Moving the items inside or above ground floor levels will be the buyer's responsibility.
Outside delivery zone
For winning bidders who live outside the delivery zone, it will be the buyer's responsibility to arrange transport to collect their items. There will be a $20 handling and administration fee payable with the total invoice at the end of an sale.
When arranging collection, it is important to note that the items in this sale are not completely packaged and are of a fragile nature. Grays accepts no responsibility for damage to these items once they have been picked up from the warehouse.
To collect your purchases, please attend the collection address during the times advised on the lot description with a copy of your winner's email and photo ID.
When & where do I pick up my item(s)?+
If the sale is described as a "Pick-up" sale, you can collect the goods.
The location and nominated pick up times will be provided in the relevant sale overview, lot or item page. It's important that items are picked up as per the advertised pick up time table. Pick up can only be made once the funds have cleared into the nominated Grays account.
Please make sure you bring a copy of your Winner's Email and a photo ID when collecting your item(s). Goods will be released when you have signed off on the condition of the item(s). In accordance with health and safety requirements, please ensure you have the correct type of vehicle, equipment and man-power to safely load, secure and/ or unload goods. Although we will make every effort to assist, our staff are not obliged to manually load and/ or unload goods into, or out of, vehicles. Our staff retain the right to refuse loading and/ or unloading if customers (or other) do not comply with these safety requirements and/ or State and Federal road and safety regulations.
Third party pick-up
If you wish to send a third party to collect your goods on your behalf, they will need a copy of your Winner's Email, a photocopy of your photo ID and a letter signed by you authorising them to collect the goods on your behalf. They will also be required to produce identification and sign for the goods on behalf of buyers acting as the authorised agent. Grays do not carry manual consignment notes nor complete them for third party carriers.
Grays staff will not release the goods to anyone other than you unless they carry the appropriate authority. By appointing third party pick up you have given them the authority to sign off on the condition of the goods being picked up.
Please note: that Grays are not responsible for the goods once they have been signed for. Any problems relating to the transportation of the goods will need to be taken up with the third party acting on your behalf.
If you have any questions about Grays please contact our Grays Customer Service advisors via our Customer Service Form.
What type of vehicle do I need for picking up my goods?+
When collecting your goods, the type of vehicle needed will depend on several factors. Some of these include- total weight of the goods, the size of the goods, quantity of the goods, whether it's classified as a dangerous good etc. For example – if you intend on picking up a lounge or a fridge, you may need a utility vehicle or a truck.
Another factor to consider is whether you'll require additional man-power to load the goods into your vehicle. For example – bulky white goods and lounges will require at least two people to lift and carry.
If goods are being transported on the back of a utility vehicle and/ or trailer, they must be adequately tied down with straps or other. For example – bulky white goods and lounges should be tied down to a trailer so its secure (and won't fall out) during transportation. Customers should also comply with any overhang requirements if their goods cannot be easily seen.
For these reasons, we recommend that customers consider these factors prior to picking up their goods. This will save a lot of time and inconvenience.
For more information, please visit the road authority in your state. Information on load restraints can be found at https://www.ntc.gov.au/
How is shipping calculated?+
Except for pick up sales, all items with delivery will incur a freight charge, which includes handling, packaging and insurance. It is important that you check the delivery charge for your item before placing a bid or a sale order by using the Shipping Calculator.
The Shipping Calculator calculates the cost to deliver an item to a nominated postcode and is located in all lot descriptions so you can view all Freight charges before bidding on a particular item.
Simply click on the Truck symbol and it will automatically calculate freight charges to your registered delivery address. Freight to your postcode will then be broken down into 'shipment rate' and 'per item rate'. Freight is calculated by adding the 'shipment rate' and then the 'item rate'
The shipment rate is the base rate depending on the zone of destination - metro/regional and country
The per the item rate depends on the weight and size of the item
To calculate for 1 item:
- Shipment rate + item rate = total cost
To calculate for multiple units of the same item:
- Shipment rate + (item rate x multiples of the units) = total cost
Please note: Items purchased from different sales are unable to be consolidated. We are unable to consolidate freight on certain items, such as wine, high value jewellery, large palletised items, supermarket lines and certain artworks.
How do I change my delivery address?+
For security reasons, Grays does not have access to update any of your personal details, including your address.
To update your address, you need to log into your Grays account:
> Click on the My Grays button under the banner at the top of the page.
> Select the "Account" tab and under this choose the "Your Details" tab.
> Enter your new address into the required address fields.
Delivery instructions are not to be entered in the address field; you can select "optional delivery instructions" from the drop down box under your contact numbers. If no option is selected, a signature will be required upon delivery.
Please note: Grays is unable to deliver bulky items to a P.O Box, so a physical address is required, if a P.O box is your normal delivery address. Grays cannot take any responsibility for delays in delivery and extra costs incurred to re-deliver items that have been returned to sender
What if I'm not able to pick up my goods?+
If you are not sure if you can pick up an item, please arrange for someone else to pick it up, book a courier (see Prix Transport) or do not bid on said item(s). This is because if you do not pick up your item within the stated timeframe your goods will then be deemed abandoned.
Please contact our Grays Customer Service advisors via our Customer Service Form.
Is someone else able to pick-up/collect my product?+
Pick-up
If the sale is described as a "pick-up" sale, you can have someone else collect goods on your behalf. Pickups can only be made once cleared funds are received. However, if the sale is noted as a "delivery" sale, pick up is not available.
Grays staff will not release the goods to anyone other than you unless they carry the appropriate authority. If you wish to send a third party to collect your goods on your behalf, they will need to have a copy of your Winner's Email, a photocopy of your photo ID and a letter signed by you authorising them to collect the goods on your behalf.
Please note: that Grays are not responsible for the goods once they have been signed for. Any problems relating to the transportation of the goods will need to be taken up with the third party acting on your behalf.
Collect
Items of high value are delivered through a secure post network and require person to person Delivery. This means only the named account holder can accept delivery of the goods. Photo identification is required upon receiving the goods.
Do I need to sign or show ID for my delivery?+
Authority to Leave
We understand that it can be difficult to be available for every delivery and it is not always convenient to collect items yourself if the courier has missed you. For most goods that are delivered and a have a total value of less than $500, you can nominate to have these goods delivered and left without a signature.
It is important to note that by choosing to have your goods left without a signature you are waiving any rights you may have been entitled to with a personal delivery. Grays and our courier cannot be held accountable for any loss or damage that occurs after the item has been delivered.
To set up these delivery instructions simply go to your My Grays section, click on account and update where it says optional delivery instructions. The delivery instructions need to be on your registration details at the time the sale closes for them to take effect. Your dispatch email will tell you who is delivering your item and the expected delivery time-frame.
Alcohol Products and ID
In accordance with best practice the courier may ask for photo ID if the receiver appears to be under 25 years of age. If photo ID confirming the receiver is at least 18 years old cannot be produced the delivery will be taken to the nearest Post Office for collection.
Is my freight consolidated when I buy multiple items?+
Grays offers consolidation on all Sale items (with the same Sale No.) and some of our 'Buy Now' items. These items are marked Buy More & Save.
To find out if consolidation is offered for your item, please check the Shipping Calculator located on each lot description.
The total shipping cost will also be displayed when you check out of your cart; If you purchase several items marked Buy More & Save this will include the consolidation discount.
It is important to check if the products you are interested in are part of the consolidation deals before you place your purchase, as the shipping cost may have varied from the last time you visited the website.
Where do you deliver to?+
Grays offers Australia-wide delivery services only and does not ship internationally.
Our couriers deliver to Australian street addresses and PO Boxes.
Please note: Grays is unable to deliver bulky items to a P.O Box, so a physical address is required, if a P.O box is your normal delivery address. Grays cannot take any responsibility for delays in delivery and extra costs incurred to re-deliver items that have been returned to sender