FAQ's
Woof and meow, pals! Got questions or simply need to chase away confusion? Here's the scoop in a nutshell:
In case of any shipping shenanigans or returning a treasure, email us at support@graceandgaia.com and we will try our best to answer from our London den lickety-split.
Let's keep the tail-wagging vibes going!
Shipping Questions
What are the available shipping options?
At Grace and Gaia, we offer two shipping options to ensure your purchases are delivered promptly and securely:
Standard Shipping: This cost-effective option provides delivery within a specified timeframe.
Expedited Shipping: For quicker delivery, we offer expedited shipping at an additional cost, delivering your items in a shorter time frame.
How long does order processing take?
All orders are processed within 2–3 business days. Once processed, your order will be prepared for shipping. You will receive a notification with tracking information once your order is on its way. If you've ordered a bespoke mala, it will be shipped 7 business days after our call.
What are the shipping times, and where do you ship from?
Shipping times may vary depending on your location and the chosen shipping option. All our items are shipped from our base in London, ENGLAND. Please be aware that strikes and circumstances beyond our control may occasionally impact delivery times.
Do you offer international shipping?
Yes, Grace and Gaia proudly serves customers from around the world. For international orders, please note that shipping times and costs may vary. Customs and import duties may apply to international shipments, and customers are responsible for covering these additional fees. Please be aware that strikes and circumstances beyond our control may occasionally impact delivery times.
How are shipping fees calculated?
Shipping fees are calculated based on the selected shipping option, the weight and dimensions of your items, and your location. You will receive the exact shipping cost at the checkout stage before confirming your order.
Can I track my order?
Tracking is available for certain orders. Once your order has been shipped, you will receive a tracking number and a link to monitor your order's progress. Please note that it may take up to 48 hours for tracking information to become available.
What happens if my shipment is lost or damaged?
Grace and Gaia is not responsible for items lost or damaged during shipping. If you encounter any issues with your shipment, please contact the shipping carrier directly. We will, however, provide support and assistance in resolving such matters to the best of our ability.
Are there any shipping restrictions?
Please be aware that some items may have shipping restrictions due to their size, weight, or content. Any such limitations will be clearly indicated on the product page.
Who is responsible for ensuring the accuracy of the delivery address?
It is the customer's responsibility to ensure that the provided shipping address is accurate and complete. Grace and Gaia will not be held responsible for items shipped to an incorrect address due to an error in the provided information.
What should I do if there is a shipping error or I receive a damaged item?
If you receive an incorrect shipment or a damaged item, please contact our customer support team at support@graceandgaia.com. We will work with you to promptly resolve the issue.
How can I get in touch for more information or assistance with shipping-related queries?
If you have any questions or need further assistance regarding our shipping policy, please don't hesitate to reach out to our customer support team at support@graceandgaia.com. Your satisfaction is important to us, and we are here to ensure a smooth and pleasant shopping experience. Please note that strikes and circumstances beyond our control may occasionally impact delivery times on rare occasions.
Returns & Exchanges
How long do I have to return my item?
You've got a cool 14 days to return your purchase. We want you to be happy with your choices!
What's the deal with eligible returns and exchanges?
To make a return or exchange, make sure your items are in their original, unused condition. Keep the packaging and all those hangtags. Don't forget to include proof of payment, like our receipt.
How does the refund magic work?
Once we get your return in its original condition, we'll send you an email to confirm and give the green light. If it's a "go," we'll quickly process your refund and zap it right back to your original payment method. If you initially scored free shipping but returned some items and dropped below the free shipping limit, we'll adjust your refund to cover the shipping costs.
What if my refund seems to be playing hide and seek?
If your refund is MIA, first, check your bank account. Then, give your credit card company a shout – sometimes refunds like to stay incognito for a bit. If it's still a no-show, contact your bank. If you're feeling a bit lost, email us at support@graceandgaia.com. We're here to help track it down!
Can I return or exchange sale items?
Sorry, sale items are like that final slice of pizza at a party – they're non-refundable and non-exchangeable. Regular-priced items, though, can be refunded.
How do I exchange an item?
Got a defective or damaged item? We'll swap it out for you! Just send us an email at support@graceandgaia.com, and we'll guide you through the process. Note that there might be some shipping costs for exchanges.
What about gifts and returns?
Gifts are awesome! If it was marked as a gift and shipped directly to you, you'll get a gift credit for the item's value. Once we have the returned item, we'll mail you a gift certificate. If it wasn't marked as a gift, or the gift giver had it shipped to themselves to give you later, we'll refund the gift giver – don't worry; they'll find out about the return.
Who's responsible for shipping and customs fees?
You're the captain of the ship when it comes to return shipping costs and any customs fees. Those costs are like ninjas – stealthy and non-refundable. If you qualify for a refund, we'll deduct the original shipping cost and return customs fees (if there are any) from your refund.
What happens if delivery went haywire or I gave the wrong address?
Our return policy doesn't cover refused deliveries, wrong addresses, or missed courier pickups. In these cases, refunds (if applicable) will take a hit to cover all shipping costs (both ways), handling fees, and customs or levies.
How can I reach out if I need help with returns?
Reach out to our friendly customer support team at support@graceandgaia.com. We're here to make your experience as smooth as butter.