FAQ

All Sale Items are Final Sale -  Items cannot be returned or exchanged

When did Gaia Luna launch?

• We launched Gaia Luna on February, 2016. 

Where is your company located?

• We are located in Tampa, Florida.

Do you have a customer service phone line I can call?

• At this time we do not have a phone line. We ask that all customer service inquiries be submitted in writing to support@gaialuna.co, we always have a device on us that will help us reply within 12 hours or less!

How long will it take to receive my order within the U.S.?

• We make every effort to process orders within 2 business days of when they are received.
• Once the package is shipped it can take 3-5 business days to be delivered.

How long will it take to receive my international order?

• We make every effort to process orders within 2 business days of when they are received.
• Once the package is shipped it can take 7-15 business days to be delivered, depending on your location.

Will I be notified when my order is shipped?

• Yes! You will receive a confirmation email after you have placed your order, and another when your order is sent out. 

Will I receive a tracking number?

• Yes of course! All orders are shipped through USPS and include tracking. The tracking number will be sent to the email that you provided at checkout, as soon as your order ships. Please note that the Order Number is not your tracking number. 

I ordered from outside the US, can I still track my order?

• Once your package reaches customs, your USPS tracking number will become active. You can track your order before it reaches customs by entering your tracking number here . 

What is your U.S. return policy?

• You can return or exchange any merchandise for up to 15 days after the delivery date.
• Returns made after 15 days of the delivery date will be refunded via an emailed store credit. We can only accept returns for store credit for up to 60 days after the delivery date.
• Please note that all items must be unused. Items sent back with any signs of use will not be accepted for exchange.
• Exchanges can only be made for items of equal or lesser value. 
• Original Shipping charges are not refundable.
• Clearance and sale items may have restrictions on returns, please refer to the product descriptions for more information. 
• Please be sure to get a tracking number when you ship the order back to us. We will not be held responsible for items lost, stolen, or damaged during return transit.

What is your U.S. Holiday return policy?

• For the holiday season we will be accepting returns for 45 days after Christmas as long as the order was placed on or after November 1, 2016.
• Please note we are only able to exchange for items of equal or lesser value. If you received the item as a gift and you do not have the original order number we can only offer store credit, we cannot accept exchanges or returns for a refund.
• Please be sure to get a tracking number when you ship the order back to us. We will not be held responsible for items lost, stolen, or damaged during return transit.

Can I exchange an item if I am not from the United States?

• Unfortunately, we cannot accommodate exchanges for customers outside of the U.S. 
• If you would like to return your order for a refund, you will be responsible for any charges incurred when shipping the product(s) back to us. 

Non-Qualifying Returns

• Returns that show any type of signs of wear, damage, scents, or alterations will not be accepted and will be sent back to the customer. 

When will my exchange ship/When will I receive my refund?

• Please allow 2 weeks from the time your return/exchange is delivered to us for it to be processed.
• Once your return or exchange is processed we will email you an updated tracking number or a confirmation of your refund. 

I received a damaged item. What should I do?

• If you received damaged or defective merchandise, please email a photograph of the damaged item to support@gaialuna.co along with your order number and we would be happy to begin the exchange process.
• Damaged or defective merchandise can only be exchanged for up to 30 days after the delivery date. 

What forms of payment do you accept?

• We currently accept PayPal, Apple Pay, and all major credit/debit cards! You do not need a PayPal account to pay.

Will my card be charged when I order?

• All customers are charged at the time of purchase as this is how our website platform functions. We apologize for any inconvenience.

When I place an item in my cart or wishlist, is it reserved for any period of time?

• Placing an available item in your shopping cart and/or wishlist does not reserve that item.
• Available inventory is only assigned to your order after you p lace your order and receive an e-mail confirmation that we've received your order.

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