Customer Care

We care about our customers and we want to help you as much as possible. Here you will find information on shipping, duties & taxes, returns, exchanges and item care. If you can't find your answer here, please email us: info@gayaluxe.com

Shipping

Domestic shipping within Indonesia is free of charge and takes 2-5 days.

International shipping is a flat rate of 200,000 IDR  (approximately £10 or $15) and takes 2-7 days.

Please click this link for further shipping information.

We are unable to ship to China, Ukraine and Russia.

Duties & Taxes

We cannot be made accountable for customs charges once goods reach your country. We apologise for any inconvenience. Please assure to check the custom charges into your country before shopping. 

Items will not be refunded if you wish not to pay the customs and duties charges in your country.

Returns

We want you to be fully satisfied with your Gaya Luxe purchase. However, we understand that sometimes you may want to return an item you have purchased. Please read our returns terms carefully, as once you have purchased an item you will be deemed to have read and accepted these terms.

You have 14 days from the day of purchase to make a return.

Sale items cannot be refunded.

Items must be returned in original condition with all tags attached. Items cannot be returned if they have been worn or washed. 

Customers are responsible for return shipping costs and any duties/charges that may incur. Shipping costs are non refundable. 

Gaya Luxe is not responsible for any missing items you have returned. We highly suggest you send returns via traceable postal services.

To make a return follow the steps in our return policy.

Faulty Items

If you receive a faulty item please email us a photo and video to returns@gayaluxe.com within 14 days of purchase. We will assess the fault and if deemed faulty we will replace the item, issue store credit or a refund.  

We will not consider the item faulty from wear and tear or improper garment care as per garment care instructions. 

Exchanges

We do not offer direct exchanges. You must first return your item and then make a new order. Please see our return policy.

 

Garment Care

Please take note of all clothing labels for specific care instructions for each garment. Following care instructions will ensure the best for your garment to keep in good condition.

Washing machines, tumble dryers and hot irons can negatively affect your clothing. Please ensure that you use correct wash and iron temperatures.

Due to the handmade nature of the clothing we always recommend hand wash, air dry and cool iron for best clothing wear.

Please note that all garments are unique and colour and size may vary slightly due to the handmade nature of material dying and sewing.

Shipping Countries

We are unable to ship to China, Ukraine and Russia.

Order Information

If your order has not delivered but DHL has confirmed delivery, please contact us with proof of delivery and photo evidence from DHL to, info@gayaluxe.com 

DHL will not deliver to PO BOX addresses. Any order returned due to an invalid address will be at the customers expense.

If you have inputted a wrong address when purchasing, please contact us immediately at info@gayaluxe.com 

Please note that once your order has been shipped, the shipping address cannot be changed.

Once you have made your purchase you are unable to change or amend your order.