Shipping & Returns

SHIPPING POLICY 

 

All orders are shipped from our Australian warehouse located in Byron Bay (NSW). Please allow 1-2 business days for your order to be packed and shipped.
We use Australia Post for both domestic & international deliveries.

 

Australia:
We offer FREE Shipping (5-15 business days) for all Australian orders over $200 AUD.

Shipping rates:

Standard Shipping (5-15 business days) is $9.90.
Express Shipping (2-5 business days) is $15.90.

All shipping estimates are based on metro destinations, for orders sent to regional and rural locations, please allow for additional time for shipping. 

International:
We offer FREE International Shipping for orders over $350 AUD. 
For orders under $350, please insert your full address at checkout to get an exact shipping quote. Some countries have a $14 AUD International flat rate. You can select Standard or Express Shipping, both with tracking number.

Please be aware that your country may charge additional customs duty and/or import taxes (more info below).

 

RETURNS

*Christmas Returns: All orders from the 1st of December until the 24th of December have Extended Returns until the 30th of January. We want you to have peace of mind gifting Gaia Soul to your loved ones. If you are not sure about their size, the best option is to give them one of our Gift Vouchers and offer them the possibility of choosing their favourite style and size.*

We want you to be 100% happy with your Gaia Soul footwear. We know that buying shoes online can be tricky to get an accurate sense of quality and sizing, but we want to make it very easy for you.

Regrettably, we do not offer refunds for items purchased on sale. However, we do provide the option for exchanges or store credit.

As a small business, with the current global shipping price increase, unfortunately we cannot offer free returns. All return shipping costs are the customer’s responsibility. 

Let our customer service team know if you prefer an exchange, a 110% store credit, or a refund (only applicable on full price items), and we will process your request upon receiving the returned items. We will gladly accept a return of any full priced item subject to the following conditions:

⇸ Return must be authorised prior to shipping back to us (see ‘How to Return’ below);
⇸ Item must be received back to our warehouse within 30 days of receipt of the original order for Australia / 40 days for international orders. Christmas update: orders from the 1st of December until the 24th of December have extended returns until the 30 of January;
⇸ Please try on shoes on soft surfaces before they are worn generally. We will not accept shoes returned with sole or upper-sole markings or scratches;
⇸ Shoe box must also be returned with the shoes in original condition

Upon receipt of the items, they will undergo a quality review and once cleared, we will process your exchange, store credit note or refund directly to the original method of payment used for purchase.

For International returns, you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.

How to Return:

⇸ Firstly, please email us for a return authorisation: hello@gaiasouldesigns.com, include your order number, full name on the order and the reason for return
⇸ Once approved, package the item in secure shipping to prevent any damage on transit back to us. You can reuse the original packaging. 

Return Address:
17 Armstrong Street, Suffolk Park, New South Wales, Australia, 2481.

Sale Items:

We accept exchanges on discounted items as a sales promotion. Items labelled as 'sale' are only eligible for exchanges (different size, product or store credit) but not for refunds.

Damaged or Incorrect Items:

If you received your order damaged, incorrect or faulty, please get in touch with us straight away so that we can resolve the issue promptly for you: hello@gaiasouldesigns.com  

Note: any item bought as SECONDS will have small faults or irregularities. As product page description, these items are not refundable. 

Customs Duties & Other Fees:

Please also be aware that, as the seller, we do not pay for any applicable duty, value added taxes (VAT) or import consumption taxes charged to you by your country. The recipient of the merchandise will be required to pay the duty or VAT upon delivery. Due to import duty valuation adjustments and currency valuations, we are unable to provide an estimate of duty or VAT.