STORE POLICIES
CUSTOMER CARE
Introduction:
At Gaia Preloved, we are committed to providing our customers with high-quality, preloved clothing that is both sustainable and affordable. Our customer care policy is designed to ensure that you have a seamless shopping experience and receive the best possible service. Please take a moment to review our policy, which outlines our approach to customer service, returns, exchanges, shipping, and more.
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Contact us:
We strive to provide excellent customer service. If you have any questions, concerns, or need assistance with your order, please contact our customer support team:
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Email: contact@gaiapreloved.com
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Business Hours: Monday–Friday, 9 AM–5 PM (NZ Time Zone)
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Response Time: We aim to respond to all inquiries within 24–48 hours.
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You can also complete our contact form here.
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Product Descriptions & Quality Standards:
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Preloved Items: All items on our website are preloved, gently used, and carefully inspected before listing. We make every effort to describe each item accurately, including any visible signs of wear or defects.
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Condition Grading: Each item is graded based on its condition (e.g, excellent, good, or fair). We include photos to showcase the item’s appearance, but please note that colours may vary slightly due to lighting or monitor settings.
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Authenticity Guarantee: We guarantee that all items listed are authentic. If you have concerns about the authenticity of a product, please contact our customer service team immediately
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Damaged or Incorrect Items:
If you receive an item that is damaged, defective, or incorrect, please notify us immediately. We will work with you to resolve the issue by offering a full refund, replacement, or store credit. We may ask for photos of the item and any damage to process your claim.
Sustainability Commitment:
As part of our commitment to sustainability, we encourage our customers to carefully consider their purchases and only buy what they truly love and will wear. We also use eco-friendly packaging whenever possible.
Feedback and Suggestions:
Your feedback is important to us! If you have any suggestions on how we can improve our service, please don’t hesitate to get in touch. We are always striving to improve our customer experience and appreciate your insights.