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Frequently Asked Questions

Questions related to products and orders

How can I determine the best size to choose?

Gaia & Dubos developed a clear and simple guide to help you take your measurements and determine your size. Learn how here

We also offer you a free virtual consultation with our stylist so she may guide you with your measurements, the perfect size for you and the ideal styles according to your unique silhouette. Write us at info@gaiaetdubos.com to book your appointment!

If I place an item in my cart, is it reserved for me until I proceed to checkout?

No. You need to finalise your order and pay in order for an item to be reserved for you. 

How can I modify or cancel an order after having paid? 

Write us immediately at  info@gaiaetdubos.com to let us know what you would like and we will do our best to accommodate you as soon as possible. 

Once the order has shipped, it is no longer possible to modify or cancel it. You will need to return it for an exchange or a refund once you have received your package. 

Can I send my order as a gift?

Yes. While checking out, write the name and address of the person you wish to send it to. You can even write us at info@gaietdubos.com so that we can include a personalized card in the package!

If you are also buying products for yourself, you need to make a separate order in order to enter two different mailing addresses. 

The product(s) I want are not available anymore. What can I do? 

You can subscribe to In Stock Alerts to be notified by email once the items are back in stock. On the product page, simply click on "Notify me when back in stock" to receive a notification once it's available again.

Please note that some of our products are offered in limited quantities and they will no longer be available once out of stock. 

I am not able to process my order. What can I do?

Write us at  info@gaiaetdubos.com to let us know about the issue you are experiencing and we will help you solve the problem as soon as possible. 

 

Questions related to payment

I have a promotional code. How can I use it to add the discount? 

On a computer

1) Once on your cart page, click on "Check out".
2) On the next page, enter your promo code as it was given to you in the window "Discount", located at the top right corner of the screen. 

On a mobile phone

1) Once on your cart page, click on "Check out".
2) On the next page, click on "Show order summary", located at the top of the screen. 
3) Enter your promo code as it was given to you in the window "Discount". 
 

How can I pay?

You can pay by credit card (Visa, MasterCard and American Express) or via PayPal.

I am not able to proceed to payment. What can I do?

Verify that the payment information is correct and communicate with your credit card or PayPal's customer service, if needed. If the problem persists, write us at  info@gaiaetdubos.com and we will help you solve it as soon as possible. 

Are the transactions entirely secure?

Yes. We are Level 1 PCI Compliant. Our online payment system includes an SSL certificate that uses industry standard 128 bit encryption technology.

For more information, contact us at info@gaiaetdubos.com.

Do I need to pay the entire amount of my order right away? 

Yes. The order will not be processed if it has not been entirely paid.

In which currency are the prices?

In Canadian dollars ($CA).

Do prices include taxes?

No. Taxes will be charged according to the Canadian province to which the order is shipped. 

No tax will be charged for orders shipped outside Canada. 

Please note that custom clearance fees could be charged at the reception of the package for orders shipped outside Canada.

 

Questions related to shipping 

How much is shipping?

For all orders over $50, shipping is free.

For orders under $50, shipping fees will be calculated at checkout according to your order and location. 

Please note that custom clearance fees could be charged at the reception of the package for orders shipped outside Canada.

How long after placing my order will I receive my package?

Since we produce almost exclusively on demand, delivery time may vary according to the demand we receive. You can expect to receive your package 2 to 4 weeks after your order was placed.

Our products are handmade exclusively for you by skilled artisans. Production can therefore take a little longer!

Can I track my package?

Yes. A Post Canada tracking number is sent to you once your order is complete. 

I haven't received my package but the tracking number indicates it has been delivered. What can I do?

Your package is probably at the post office nearest you. You should have received a notice card indicating the location where you can pick up your package. 

If you have not received a notice card, contact the post office nearest you with your information to verify if they have your package. 

If they don't, write us immediately at  info@gaiaetdubos.com and we will inquire into the issue as soon as possible.

What happens if no one is home when the package is delivered?

For deliveries in Canada, Canada Post will leave a notice card indicating the post office nearest you in order to pick up your package. Bring the notice card and an identification document with you (postal outlets often require photo identification and address validation). 

For deliveries outside Canada, procedures can vary depending on the national postal service of the country in question. 

Do I need to pay delivery for a return? 

No. You will not pay any delivering fees for returns within 120 days of the date of purchase. A downloadable return label is provided for free with every order. Write us at info@gaiaetdubos.com to receive it by email.

You will be able to print it and mail your package right away!

 

Questions related to exchange and refund

Are Gaia & Dubos products exchangeable and refundable? 

Yes. From the date of purchase, you have 120 days (that's right, 4 whole months!) to return your products for an exchange or a  refund. 

The size I ordered does not fit. Can I exchange it? 

Yes. We offer a size guarantee that allows you to exchange your products for the right size within 120 days (that's right, 4 whole months!) of the date of purchase. Refer to our guarantee terms & conditions.

My product got damaged during delivery. What can I do? 

Write us right away at  info@gaiaetdubos.com and we will let you know how to proceed to return the package free of charge to make an exchange or obtain a full refund. 

Do I need to pay delivery for a return? 

No. You will not pay any delivering fees for returns within 120 days of the date of purchase.

A downloadable return label is provided for free with every order. Write us at info@gaiaetdubos.com to receive it by email.

How can I proceed to return an item? 

A downloadable return label is provided for free with every order. Write us at info@gaiaetdubos.com to receive it by email.

You will be able to print the return label and mail your package right away!

Return and Exchange Policy

  1. From the date of purchase, you have 120 days to return your products for an exchange or a full refund. Items returned for an exchange or a refund must be received by Gaia & Dubos within 120 days following the date of purchase.
  2. Items returned for an exchange or a refund must not have been worn, soiled, washed, or altered in any way.
  3. The paperboard tag must be attached to the products returned for an exchange or a refund.
  4. Items returned for an exchange must be received by Gaia & Dubos before any new items can be sent.
  5. Items returned for a refund must be received by Gaia & Dubos in order to process the refund.
  6. Customers do not incur shipping fees for exchanges, returns and repairs within 120 days after the date of purchase. After 120 days, shipping fees are at the customer’s expense.

  

See our Guarantee Terms & Conditions

For any questions, write us at info@gaiaetdubos.com

 

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