Refund policy

Following the UK's Consumer Contracts Regulations 2013, consumers have 14 days from the day after receiving an item to change their mind and notify the retailer of a return. Shoppers then have another 14 days after that to send the item back for a refund – so a maximum of 28 days in total.

But at Gaia's Heirlooms, we extend that period to 30 days to give you more flexibility.

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 hello@gaiasheirlooms.com. Please note that returns need to be sent via Royal Mail tracked delivery to the following address:
Flat 72 Gallery Court, 67 Fulbourne Road, London E17 4EZ 

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 hello@gaiasheirlooms.com. 

Damages and issues

Please kindly inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Please note that, due to hygiene reasons, earrings are non-returnable unless they are found to be faulty. If you receive a defective item, please contact us within 7 days of receipt, and we will be happy to assist you with a replacement or refund.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@gaiasheirlooms.com.