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RETURN & REFUND POLICY

Thank you for shopping with GAIA. We hope you will be delighted with your new piece, but understand that sometimes a design may not be quite right. We’re happy to offer a full refund for unworn and unaltered jewellery returned within 30 days from the day the shipment is delivered. Please note that items purchased online cannot be returned or exchanged at our physical boutiques.

RETURN REQUIREMENTS

  • 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; individual items of a set are not eligible for return.
  • Items returned by mail must include all original packaging (tags, box, and pouch).
  • Custom orders and engraved items are final sale and non-refundable.

GAIA does not accept unauthorized returns and such items will be returned to sender without GAIA bearing any liability or responsibility for any associated loss.

To return your online order, kindly follow the steps outlined below.

RETURN INSTRUCTIONS

  1. 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.

  2. Prepare Your Return Package:
    • Repack the item in its original packaging (tags, box, and pouch included).
    • Place everything securely into the FedEx Pak shipped with your original order and seal the FedEx Pak carefully.
  3. Return Shipping
    • 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.
  4. Tracking & Updates
    • 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.

Any item purchased at a GAIA store must be returned at the store where it was originally purchased with no exceptions. We cannot accept returns on merchandise purchased anywhere other than GAIA. Approved returns will be credited to the original form of payment within 14 business days after receiving the return package. Any refunds processed shall be via the original payment method for easier tracking of money.

We reserve the right to deny any unreasonable returns or exchanges, such as on items that have been worn, damaged, or altered.

EXCHANGES

We do not accept exchanges at this time. If you wish to exchange an item, please return your current item and place a new order. If you need help selecting a different size or color, contact our Customer Service team at info@gaiajewel.com

WARRANTY & REPAIRS

We stand by the quality of our craftsmanship and want your jewellery to last a lifetime. All GAIA jewellery come with 2-Year Warranty from the original purchase date. The warranty covers repairs due to manufacturing defects only. Repairs required due to misuse, mishandling, accidents, normal wear and tear, or third-party alterations are expressly excluded from this warranty.

  • Within Warranty: During the 2-year warranty period, repairs are free of charge, including any shipping fees.
  • Outside Warranty: After 2 years, or in cases where the damage is deemed to result from misuse, we can still help ensure your jewellery is loved for years to come. We offer repairs to any GAIA jewellery for a small fee. 

Repairs are assessed on a case-by-case basis. GAIA reserves the right to decline repair requests where the jewellery is deemed irreparable or where alteration may compromise the integrity of the piece.

HOW TO REQUEST A REPAIR

Customers must first obtain written approval from GAIA prior to sending in any jewellery for repair. To initiate a repair, the customer may follow the instructions below:

  1. Submit Your Request:

    Email 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
  2. 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
  3. Send your Jewellery:
    • Package your jewellery securely together with the Repair Form.
    • Ship the item to your flagship location with insurance coverage.
  4. Tracking & Updates
    • 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 repair sent to GAIA without a Repair Form will be shipped back to the sender at their expense. We cannot accept repairs for jewellery purchased anywhere other than GAIA. If you purchased an item from an outside retailer and need a repair, please contact the original seller.

DEFECTIVE OR INCORRECT ITEMS

In the unlikely event that you receive a defective or incorrect item, please follow the Return Instructions above and email info@gaiajewel.com within two weeks of delivery with photographs of your order. We will send you a prepaid return label for the incorrect or defective item so that it may be sent back to us and replaced with a new or correct item.

MISTAKENLY RETURNING A NON-GAIA ITEM

Due to customs restrictions GAIA cannot reship non-GAIA items mistakenly sent to us.

UNAUTHORIZED RETURNS

GAIA reserves the right to refuse any unauthorised returns, including but not limited to personalis or final sale items, and to return said items to the sender. GAIA is not responsible for returning shipments that are rejected, redirected or abandoned and will not issue a refund for the underlying item(s).

In the event that GAIA identifies an atypical pattern or practice of excessive returns or abuse of its return or warranty policies, we reserve the right to suspend or terminate your account and refuse any and all current or future returns or use of our Sites (or any portion thereof).