Return & Refund Policy

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

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 personalised 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).