FAQs

Where do you ship from?

All orders are packed and shipped from Malaysia.

How long does shipping take?

Orders are processed within 1 to 3 business days. Estimated shipping time is usually 6 to 10 business days depending on your location.

How much does shipping cost?

We offer standard shipping with a flat rate fee of RM12.90.

Will I receive tracking information?

Yes. Once your order has been shipped, you will receive a tracking email with your tracking link so you can monitor your parcel.

Which courier services do you use?

We work with trusted shipping carriers such as DHL and FedEx to help ensure reliable delivery.

Can I change my shipping address after placing an order?

Yes, but only before your order has been shipped. Please contact us as soon as possible at support@gaiusi.com if you need to update your delivery address.

Can I cancel my order?

Orders may only be cancelled before they have been processed or shipped. Once an order has been dispatched, cancellation is no longer possible.

What is your return policy?

We accept returns within 30 days after delivery for eligible items.

What condition must returned items be in?

Returned items must be unused, unworn, unwashed, in their original packaging, and include all original tags.

How do I request a return?

Please email support@gaiusi.com with your order number and reason for return. If the item is damaged or incorrect, please include photos as well.

Do I need approval before returning an item?

Yes. All returns must be approved by our support team before being sent back. Returns without prior authorization may not be accepted.

How do I send my return?

All returns must be sent back by mail using the return instructions provided by our support team.

Who pays for return shipping?

Customers are responsible for return shipping costs for standard returns such as change of mind or incorrect size selection.

If the item is damaged, defective, or incorrect, Gaiusi will cover the return shipping cost.

Do you charge restocking fees?

No. We do not charge any restocking fees for approved returns.

How long do refunds take?

Refunds are processed within 7 business days after the returned item has been received and inspected.

Are original shipping fees refundable?

Original shipping fees are non refundable unless the item received was damaged, defective, or incorrect.

Do you offer exchanges?

Yes. We accept exchanges within 30 days of delivery for eligible items.

What if I receive a damaged or incorrect item?

Please contact us within 7 days of delivery at support@gaiusi.com with your order number and photos of the issue. We will arrange a replacement, exchange, or refund at no additional cost.

Are there any items that cannot be returned?

Yes. Personalized items, hygiene sensitive products once opened, and items marked as non returnable cannot be returned.

Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, VAT, or local fees depending on your country’s regulations. These charges are the responsibility of the customer.