Refund policy
Grace and Gaia: RETURNS & EXCHANGE POLICY
Bespoke Items
At Grace and Gaia, every item is lovingly crafted to your chosen measurements, crystal pairings, or personal preferences—making each piece one-of-a-kind and made just for you.
Because of this bespoke nature, these items are non-refundable and not eligible for exchange under any circumstances.
However, if something arrives damaged due to transit or production error, please contact us within 14 days of delivery at support@graceandgaia.com. We will assess each case individually and do our best to offer a fair solution.
Please note:
- Breakages caused by misuse, water exposure, force, or rough handling are not eligible for return or replacement.
- Requests made after 14 days will not be accepted under any conditions.
- Bespoke items include, but are not limited to: custom malas, breathing beads, sacred altars, or any product where a preference or personalisation was selected at checkout.
Non-Bespoke Items
We accept returns on eligible, non-customised products. To request a return, please email us at support@graceandgaia.com within 14 days of receiving your order.
To qualify for a return or exchange:
- Items must be unused, in their original condition, with all original packaging and tags intact.
- Proof of purchase (order number or receipt) must be provided.
- Returns initiated after the 14-day window cannot be accepted.
Returns Process
Once we receive your item in its original condition, we will notify you of approval or rejection via email.
Approved refunds will be processed to your original payment method. Refund timelines may vary depending on your bank or card provider.
If your original order qualified for free shipping, and returning items reduces the order total below the free shipping threshold, the original shipping cost will be deducted from your refund.
Refunds Not Received?
If your refund is delayed, please:
- Double-check your bank or card account.
- Contact your payment provider to confirm processing times.
- If needed, reach out to us—we’re here to help.
Sale Items
Sale or discounted items are final sale and cannot be returned or exchanged.
Exchanges
We only replace items if they arrive damaged or defective.
To exchange for the same item, email support@graceandgaia.com with photos and order details.
Please note: shipping fees for exchanges are the responsibility of the customer, unless the fault is ours.
Gifts
If an item was marked as a gift and shipped directly to you, you may receive a gift credit for its value.
If the gift was sent to the purchaser first, the refund (if eligible) will be issued to the purchaser.
Shipping Returns to Grace and Gaia
You are responsible for return shipping costs, including any customs or levies.
These costs are non-refundable, and will be deducted from any approved refund.
We do not accept returns or issue refunds in the following cases:
- Items returned without prior approval.
- Refused delivery or packages returned due to incorrect address, absence at delivery, or failure to retrieve items from the courier.
- Items damaged due to improper handling post-delivery.
We are committed to creating intentional, meaningful items—and we ask that you honour this care by respecting our return policy. Thank you for your understanding.