Refund policy

Returns & Refunds

We hope you love your Into Gaia piece. Each garment is thoughtfully handcrafted in small quantities, with care placed into every detail.
If something isn’t quite right, we’re here to assist.

Ready-to-Wear & Pre-Order Returns

Full-priced pieces may be returned for either:

A refund, or store credit

To be eligible:

Refund requests must be submitted within 7 days of delivery
Store credit requests must be submitted within 14 days of delivery
Approved returns must be sent within 14 days of confirmation

Pre-order pieces are eligible for return, unless they are part of our bespoke range, in which case alternative terms apply.

Pre-order allows us to produce in small, considered batches rather than overproducing. This means your piece may require additional time before dispatch. If you are ordering for a specific date, we recommend contacting us prior to purchase and we will always do our best to accommodate.

Returns must be approved before sending. Items sent without approval cannot be accepted.

Customers are responsible for return shipping and any customs or duties. We strongly recommend using a tracked shipping service, as Into Gaia cannot be responsible for items lost in transit.

Return Conditions

To be accepted, items must be returned:

Unworn, unwashed, and unaltered
With all original tags attached
In original packaging
Into Gaia is not responsible for delays, non-delivery, or return of parcels due to unpaid customs duties.
In pristine condition, free from marks, scent, or damage
All returns must be approved prior to sending. Items returned without approval will not be accepted. Return shipping, including any customs or duties, remains the responsibility of the customer. We strongly recommend using a tracked service, as we cannot accept liability for items lost in transit.

For international returns, please clearly mark parcels as:
“Return of goods – failed sale”
to minimise delays or additional charges.

International Orders

For all international orders, customers are responsible for:

Return shipping
Customs declarations
Import duties, VAT, and clearance fees Any costs incurred during the return process will be deducted from the final refund where applicable.

Store credit may be offered at our discretion.

Return Delivery Responsibility

Please ensure your return is delivered directly to the return address provided.
We are unable to collect parcels from collection points, postal depots, or courier holding locations.
Any return sent in this way will not be retrieved by our team.
It is the customer’s responsibility to arrange delivery correctly and liaise with the courier used. Into Gaia cannot be held liable for returns that are delayed, lost, or held in transit due to incorrect shipping arrangements.

Faulty or Incorrect Items

Please inspect your order upon delivery.
If your item is faulty or incorrect, please contact hello@intogaia.com within 24 hours of receipt, including clear video evidence of opening your parcel.
We are unable to process claims without this documentation.

Bespoke & Made-to-Order

Bespoke pieces fall under our made-to-order offering, meaning each garment is individually created once your order is placed.As these pieces are produced specifically for you, they are not eligible for return or refund.
However, if you are not fully satisfied with your piece, we offer store credit (excluding shipping costs) at our discretion.
All bespoke pieces are crafted in line with our standardised size chart. We recommend reviewing this carefully prior to purchase.

Non-Returnable Items

The following items are considered final sale:

Bespoke or made-to-order pieces
Swimwear and intimates
Gift cards
Sale or discounted items (store credit only)
Items not returned in original condition or without tags

Exchanges

We do not offer direct exchanges.
If you wish to secure an alternative size or style, we recommend placing a new order and returning your original item (if eligible).

Refunds

Once your return has been received and approved:

Refunds are issued to the original payment method within 5 to 10 business days
Original shipping costs are non-refundable

Contact

For any enquiries, please contact:
hello@intogaia.com