Shipping
All GAIA orders are shipped from Malaysia.
We ship across Malaysia and to most international destinations. For the full list, please visit our Shipping Policy.
Please note that we do not ship to P.O. boxes, parcel lockers, APO/FPO addresses, or freight forwarding companies.
DOMESTIC (MALAYSIA) SHIPPING
- Complimentary shipping is available for all orders.
- Orders are delivered within 3–5 working days.
INTERNATIONAL SHIPPING
- International Shipping is available for a flat rate of RM100
- Complimentary shipping is available for all orders above RM1,500.
- Orders are delivered within 5–8 working days, excluding potential delays caused by customs clearance.
Shipping times are approximate and don’t include weekends, holidays, or unexpected courier delays, like weather or high volume.
If your order contains back-ordered pieces, items will ship as soon as they are available and you will not be charged for multiple shipments. This way, all in-stock items will ship the next business day, and all back-ordered pieces will ship when available. We aim to ship back-order items within 14 days, though certain pieces may take slightly longer.
Read our full Shipping & Delivery Policy here.
A back-order item is one that is currently not in stock but available for purchase ahead of restock. We aim to ship back-order items within 14 days, though certain pieces may take slightly longer.
For orders shipped within Malaysia, prices shown include applicable local taxes.
For international orders, additional customs duties or fees may apply. As these are determined by local authorities, GAIA has no control over them and cannot provide an exact amount. For guidance, please contact your local customs office. Any duties or taxes paid upon delivery are non-refundable.
My Order
Once your order is shipped, you’ll receive a confirmation email with tracking details. You can also log into your GAIA account and select “My Orders” to view your order status.
We start preparing each order with care as soon as it’s placed, so we can’t always guarantee changes. If you need to update your order or shipping details, please get in touch at info@gaiajewel.com within 2 hours of purchase, and we’ll do our best to help.
When reaching out, please include your full name, order number, the item(s) involved, and a short note about your request.
As our team works to process and ship your order as quickly as possible, we are unable to guarantee cancellations. Please reach out to us at info@gaiajewel.com within 2 hours of placing your order, and we will do our best to assist.
Kindly include your full name, order number, the item(s) you wish to cancel, and a brief explanation of your request.
Returns & Exchanges
If your piece does not feel right to you, we aim to help you make it right. We accept returns on unworn, unaltered jewellery within 30 days of delivery for a full refund to your original payment method. Items must be returned in their original condition with all original packaging intact.
A few things to note:
- All returned items must be in their original condition, free from any signs of wear or damage, and have their original packaging intact.
- Items purchased as a set must be returned as a complete set.
- Custom and engraved orders are final sale and non-refundable.
- Online orders cannot be returned at a physical location.
- All returns are subject to a shipping and processing fee, deducted from your refund.
Read our full Return & Refund policy here.
We do not offer direct exchanges at this time. If you would like a different piece, kindly return your current order and place a new one.
To ensure your piece is safely received and processed, please note that GAIA can only accept authorized returns. Items sent back without prior approval will be returned to the sender, and GAIA cannot be held responsible for any loss or damage incurred.
To return your online order, kindly follow the steps outlined below.
RETURN INSTRUCTIONS
Submit Your Request. Email us at info@gaiajewel.com with the following details:
- Your full name
- Order number
- A clear photo of the item, and all original packaging (tags, box, and pouch)
- A brief explanation of your return request
Please wait for our official confirmation before proceeding, then:
- Prepare Your Return Package by repacking the items in its original packaging (tags, box, and pouch included), and place everything securely into the FedEx Pak shipped with your original order and seal the FedEx Pak carefully.
- Print and attach the return label sent to your email.
- Drop it off at your nearest FedEx location or schedule a FedEx pickup. If you have any issues with FedEx, please contact us via email or WhatsApp.
- You can track your shipment using the FedEx airway bill number provided. We’ll also keep you updated on the progress of your return and refund via email.
All returns are subject to a return shipping and processing fee which will be deducted from your refund. If duties and taxes were included in the product price, you will receive a refund for the complete price paid. Duties and taxes that have been paid separately are non-refundable though you may be able to submit a request with your local customs office.
That's on us, sorry about that. Email info@gaiajewel.com with your order number and a photo of what you received and we will sort it out straight away.
Yes, we will notify you by email once your return has been received and processed.
We aim to process all returns within 14 working days of receiving your item. Your refund will be credited to your original payment method once complete.
Please note that all returns are subject to a shipping and processing fee, which will be deducted from your refund. Duties and taxes paid separately are non-refundable, though you may wish to contact your local customs office for assistance.
No, all original shipping fees are non-refundable unless the return is due to an error on our part.
No, please note that all returns are subject to a shipping fee, which will be deducted from your refund. The exception is if the item you received was incorrect or defective. In that case, return shipping is on us.
Product & Materials
We only work with precious materials and natural gems. Every GAIA chain is crafted using 18K Gold Vermeil or Rhodium Plating over Sterling Silver, each deserving its presence as an adornment on your skin every day. Gems from mother nature, nothing man-made.
You can read the full breakdown on Our Materials page.
Our Gold Vermeil is a higher standard of gold-plated jewellery, made with a thick layer of solid 18K gold, at a minimum of 2.5 microns, applied over 925 sterling silver. Five times thicker than standard gold plating, this finish delivers a deeper, richer tone with enhanced durability. Designed to offer the look and feel of fine gold, made for everyday wear.
Our Rhodium Plated pieces are crafted from a sterling silver core, finished with a layer of rhodium for a bright, stylish and timeless finish.
Yes, all our pieces are nickel-free, lead-free, and cadmium-free.
Your chains are designed for everyday comfort and wearability. To keep them in pristine condition:
- Avoid harsh chemicals. Keep perfume, hairspray, and skincare away from your jewellery to maintain their brilliance.
- Clean regularly. To retain your jewellery’s shine, gently wipe each piece with a soft, lint-free cloth to remove oils and residue.
- Store safely. When not in use, keep each piece separately in its original box or pouch to prevent scratches.
For any other specific care information, Please reach out to us via Whatsapp or at info@gaiajewel.com.
Pricing and payment
All GAIA orders are processed in Malaysian Ringgit (MYR).
We currently accept payment from most major credit and debit cards.
Within Malaysia, we also accept payments from most major eWallets and FPX payments.
Contact us
You can reach us via email at info@gaiajewel.com or WhatsApp. Visit our Contact Us page here for more details.
As quickly as we can. We aim to reply within 1–2 business days. We do not use automated responses. Every message is read and replied to by a real person.
You can sign up in the footer at the bottom of any page. You will be the first to hear about new drops, restocks, and early access. Plus care guides and styling notes delivered directly to you.
Warranty & Repairs
We stand by the quality of our craftsmanship and want your jewellery to last a lifetime. Every piece from GAIA is covered by a two-year limited warranty from the original purchase date, which applies to repairs for manufacturing defects only, including discolouration.
Repairs needed due to misuse, mishandling, accidents, normal wear and tear, or third-party alterations are not covered under this warranty.
You can read our full warranty policy here.
To ensure your jewellery receives the care it deserves, please obtain written approval from GAIA before sending it in for repair. Once approved, simply follow the steps below to begin your repair process — our team will take care of the rest.
Submit Your Request by emailing us at info@gaiajewel.com with the following details:
- Your full name
- Proof of Purchase
- A clear photo of the damage
- A short description of your issue
Wait for confirmation. Once we have reviewed and approved your request, you will be provided with:
- Official quotation (if applicable)
- Repair form
- Detailed shipping instructions
Shipping Instructions:
- Package your jewellery securely together with the Repair Form.
- Ship the item to our location with insurance coverage.
- You can track your shipment using the FedEx airway bill number provided.
- We’ll also keep you updated on the progress of your repair via email.
Please note that any jewellery sent to GAIA without a Repair Form will be returned to the sender at their own expense.
We’re only able to accept repairs for pieces purchased directly from GAIA. If your jewellery was purchased through an external retailer, kindly contact the original seller for assistance.
Our complimentary warranty covers repairs for manufacturing defects only, including discolouration. Repairs needed due to misuse, mishandling, accidents, normal wear and tear, or third-party alterations are not included.