FREQUENTLY ASKED QUESTIONS
What currency are your orders in?
Prices are shown and charged in USD.
What is the status of my order?
Once your order has been dispatched from our studio, you will receive an email with a tracking number. Please use this to track the transit and see the status of your order.
Can I change or cancel my order after I’ve placed it?
It depends on whether the order has synced with our studio. If your order has synced with the studio already, we unfortunately cannot make any changes or cancellations.
We recommend you to email customer service at firstname.lastname@example.org with your request. Please thoroughly check your order before continuing.
Can I change the contact and shipping information in my order after I’ve placed it?
We can change the information depending on whether the order has synced with our studio. If your order has synced with the studio already, we unfortunately cannot make any changes to it.
We recommend you to email customer service at email@example.com with your request. Please make sure to double-check that all information is correct before placing your order.
My order has been delivered, but I can not find it. What to do?
If you can not find your package, we recommend you to firstly contact the transportation company to ask for a Proof of Delivery, as well as ask your neighbors/housemates if they have held the package on your behalf.
If you still cannot locate your package, we are happy to assist you further. Please email our Customer Service Team at firstname.lastname@example.org.
Where do you ship from?
We ship from our Gaea Collective studio located in Miami Beach, Florida 33139.
What shipping options do you provide?
We offer worldwide shipping and work with the following couriers:
DHL Express Worldwide (GOGREEN solution)
UPS Express Saver
Please note that depending on your shipping region, your selection of couriers may change.
How long will it take for my order to arrive?
Your order delivery will take between 1-7 days, depending on which shipping provider is being used and where in the world you live.
How much does shipping cost?
We're delighted to offer free shipping on all orders within the United States. Please note that at the moment, we are unable to ship outside of the USA.
What if my order hasn’t arrived?
If your order has not arrived, please look up your tracking number in the shipment confirmation email that was sent out to you. If you still can't locate your order, please email us at email@example.com and we’ll be happy to help.
RETURNS AND EXCHANGES
What is your return policy?
We really hope that you love your Gaea Collective items as much as we do. But if for some reason, you would like to make a return, please read the following before you proceed:
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at firstname.lastname@example.org.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at email@example.com.
Can I exchange my order/size?
Yes, you can exchange your item for another size or color, permitted it is in stock at the Gaea Collective studio. If the size you request is out of stock, please make a return.
Do you offer free exchanges?
Yes, we offer one (1) free exchange per order.
Do you refund shipping costs?
No, we do not refund the shipping costs. The shipping fee charged at check-out covers the shipping and handling of the transportation company. These costs can therefore not be refunded.
How can I contact Customer Service?
You are always welcome to get in touch with our Customer Service Team at firstname.lastname@example.org. We are happy to assist you with any inquiries or questions you may have. The working hours of our team are 9am-5pm EST, Monday-Friday.