FAQ's
Got questions or simply need to chase away confusion? Here's the scoop in a nutshell:
In case of any shipping shenanigans or troubles with your order, email us at support@graceandgaia.com and we will try our best to answer from our London Workshop.
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
What if there's an issue with my order?
We take great pride in our craftsmanship, but we understand that sometimes issues may arise. If you experience any problems with your item, such as:
- Defects in materials or workmanship
- Damage during shipping
- Missing components or accessories
Please contact us immediately at support@graceandgaia.com. We will do our best to resolve the issue to your satisfaction.
How will you address problems with my order?
Depending on the nature of the issue, we may offer solutions such as:
- Repair of the item
- Replacement of defective components
- Creation of a new item (in cases of significant issues)
- Partial credit towards a future purchase
We will assess each situation individually and work with you to find the most appropriate resolution.
What about shipping costs for resolving issues?
If we determine that the issue is due to an error on our part or damage during shipping, we will cover the cost of return shipping and sending the repaired or replacement item back to you.
How long do I have to report an issue?
We recommend inspecting your item carefully upon receipt. Please report any issues within 14 days of receiving your order to ensure prompt resolution.
Can I cancel my order?
As each item is made to order, we begin work on your piece soon after receiving your order. Therefore, cancellations are not possible once production has begun. But do drop us an email and if we haven't started crafting your order, we will happily cancel it.
What if I provided incorrect information for my order?
We strongly encourage double-checking all details before submitting your order. If you realize you've made a mistake, contact us immediately at support@graceandgaia.com. We'll do our best to accommodate changes if production hasn't yet begun, but we cannot guarantee this will be possible in all cases.
How can I ensure I'm happy with my bespoke item?
We recommend carefully reviewing all product descriptions, customisation options, and measurements before placing your order. If you have any questions or need clarification, please don't hesitate to contact us before ordering.
How can I reach out if I need assistance?
Our customer support team is here to help! For any questions, concerns, or issues with your order, please email us at support@graceandgaia.com. We're committed to providing you with the best possible experience and will work diligently to address your needs.