Our Policy

Our policy 

These policies explain how Into Gaia handles production, cancellations, delivery, returns, quality checks and customer care. They apply worldwide and do not limit or exclude any mandatory consumer rights that apply in the country where you live. 

Production categories 

Made-to-order pieces are standard Into Gaia designs created after an order, using limited hand-beaded panels cut to the selected size where applicable. 

Bespoke pieces use limited hand-beaded panels and are cut to individual measurements, specifications or personal requirements. 

Custom pieces are personal designs created specifically to individual requirements. 

Pre-orders are standard designs purchased before stock arrives and are not individually cut or made specifically for the customer. 

Cancellation 

Pre-orders and standard pieces that have not entered production can generally be cancelled before dispatch. Made-to-order and bespoke pieces may be cancelled within 24 hours of ordering, before the hand-beaded panel is cut. Custom pieces may be cancelled before production begins. 

Once the relevant production stage has been reached, a piece is final sale for change of mind where permitted by applicable law. Statutory consumer rights remain unaffected. 

Quality and records 

Every piece is inspected and photographed during final quality control before dispatch. These records may support assessment of condition, specification, delivery or disputes. They do not replace or limit statutory rights. 

Making and delivery 

Ready-to-ship pieces are dispatched within 1–3 working days. Standard delivery is 5–7 working days once with the courier. Expedited delivery is approximately 1–5 working days. 

Making time shown on a product page is separate from courier transit time. 

Customs and refused delivery 

Applicable customs duties, import taxes and carrier charges are normally the customer's responsibility unless stated otherwise at checkout or applicable law says otherwise. 

Please do not refuse delivery because you have changed your mind. We do not operate a return-to-sender service. A refused parcel may be returned, abandoned or destroyed by the carrier and costs may be the customer's responsibility where permitted by law, subject to statutory rights. If a refused parcel is returned to us, we'll refund the price of your order less the original shipping, the return shipping and any duties or charges billed to us. If the parcel is not returned to us, no refund is due. This does not affect your statutory rights. 

Repair pack 

All made-to-order and bespoke pieces include a small repair pack containing spare beads and materials for minor repairs. 

Contact 

hello@intogaia.com · We aim to reply within two working days.