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SHIPPING & RETURNS

GENERAL INFORMATION

·    GAIA AND TERRA ships worldwide.

·    If you want to change the delivery address once your order has been placed, it is very important that you contact us immediately. Once your order has been dispatched, we will not be able to modify your shipping information for that specific order.

·    Any change of shipping address after your order has been shipped will have an additional shipping fee equivalent to the shipment cost for any given country.

·    For international orders, orders are passed through to international courier companies who take care of air transportation.

·    We are not able to ship to PO Boxes.

·    As soon as your order is dispatched, we will send you a confirmation email from which you will be able to track your order. The courier company will contact you on the phone number that you gave during purchasing to inform you about the expected delivery date and time. In the event that you are not at the shipping address upon delivery, the courier company will also contact you in order to reschedule a second delivery attempt at your convenience.

 

SHIPPING TIMES

Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After the third failed attempt, your order will be returned to our warehouse.

 

Please note that once you have placed an order, it is no longer possible to modify your shipping address. Please contact Customer Service should you have any questions about your order.

 

Our warehouse is closed for these Holidays. Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.

 

Shipments to non-European Union countries may be eligible for customs taxes and additional fees. In all cases, these costs will be the responsibility of the buyer and will be settled at the given customs office. GAIA AND TERRA is committed to taking care of all the required paperwork in order for the parcel to clear customs.

 

ORDERS & PAYMENTS

·    Each and every one of our pieces is carefully prepared in our facilities, so all your orders should arrive in perfect condition. Should this not be the case, please send us an email to hello@gaiaandterra.com

·    If you are struggling to complete your order or to navigate through our website, please restart your web browser If the problems persist, contact us and our IT team will help you as soon as possible.

·    We use special packaging on each and every order that is great when ordering as a gift. All orders include a signature white jewellery box, a limited edition of fabric bag for each jewel, and a care instruction card.

·    Our accepted payment methods are:

o   Credit card, through the payment Gateway from “Stripe”, which ensures maximum security on all your transactions

o   PayPal, an international payment operator with which you will be able to pay regardless of whether you are a PayPal account holder or not

·    Accepted credit cards are VISA, MasterCard, American Express and other international credit cards

·    If you are experiencing any problems with your payment, please try the following:

o   Use an alternative credit card

o   Use an alternative payment method

o   Restart your web browser and try again

o   Delete the cookies from your computer or empty your cache memory. After that, try again

o   If your problems persist, don’t worry. Get in touch with us by sending an email to hello@gaiaandterra.com

  

RETURNS & EXCHANGES

 

Please note we do not provide exchanges/refunds on pierced jewellery due to hygiene reasons under any change-of-mind circumstances. 

For a refund/exchange, please contact us via hello@gaiaandterra.com within 7 days of receiving your order with your order number and let us know what you would like to exchange/refund. 

We are happy to exchange the first item for free with shipping back to you included, however, you will be required to pay for postage back to us. 

WHEN CAN I MAKE AN EXCHANGE?    

·    My products were faulty when I received them

·    I got my size wrong and I need to change

·    The product didn’t meet my expectations and I would like to change if for another

In all cases, any products sent in for an exchange must be in perfect condition and unused, otherwise we will not be able to proceed with the exchange. It is your responsibility to provide the necessary packaging to make sure the products arrive in good condition. If you are struggling to find the correct packaging for your shipment, we suggest you use the small box you received with your initial order


HOW DO I MAKE AN EXCHANGE?

Send us an email to hello@gaiaandterra.com letting us know why you want to change your items.

As soon as your exchange has been approved by our Customer Service team, your new item will be shipped, and upon delivery you will need to return the exchanged product to the courier professional, the instruction will be provided at a time.

For international exchanges, our Customer Service team will inform you about the due procedure and conditions.

GAIA AND TERRA does not take any responsibility for any lost parcel, and it will be the buyer’s responsibility to make sure that the parcel contains all of the necessary information to be delivered to the correct address.


HOW LONG DO I HAVE TO EXCHANGE MY PRODUCTS?

Exchanges will be accepted up to 30 days after you receive your shipping confirmation email.


HOW MUCH DOES IT COST TO MAKE AN EXCHANGE?

In the case of a justified exchange (see “When can I make an exchange?”), all costs associated with product exchanges will be the buyer’s responsibility. The instruction and conditions will provide to subject at a time.

For international exchanges, our Customer Service team will inform you about the due procedure and conditions.

Should you want to proceed with the exchange of any product of a different price, any difference will be settled through PayPal or bank wire transfer.

 

RETURNS

HOW WILL I RECEIVE MY REFUND?

Once your return has been approved, the refund will be made to the account you used to place your order.


WHEN WILL I RECEIVE MY REFUND?

After your refund is approved, you will receive a confirmation email. After that, it may take up to 10 business days before you see the money back in your account.