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A: ABOUT THE PRODUCT

1. How often do you need to reapply the Gaia Project Mosquito Repellent?

A: Apply every 2 hours.

2. If I am allergic to essential oil, can I use products from Gaia Project?

A: It is always advisable to do a patch test before using a new product on the skin and leave it to assess your skin's response. 

B. MY ORDERS

1. When do you deliver the products?

A: For all products, we will send out the parcel after your credit card is successfully charged on the next working day.

2. Which courier service do you use to deliver Gaia Project Products?

For most of our Klang Valley orders, we will send out your parcels on the next working day. For non-Klang Valley orders, we will send out your parcels the next working using Poslaju as they have the widest coverage within Malaysia.

A tracking number will be provided the following day for your reference after the parcel has been sent out.

3. Is there a fee to join?

A: No, there is no fee to join. You just pay for the products you order. Get started here.

4. I need help. How do I contact you?

A: You can contact us using the chat function on our website or email us at [email protected]

Alternatively, you can call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

5. Can I try your products before purchasing?

A: There are testers at our selected pharmacies outlets. You can give it a try! 

6. What is your cancellation policy?

A: We would hate to see you leave but you can cancel any time. Please let us know if you are experiencing issues and we will do our best to help you out. You can contact using the chat function at our website or email us at [email protected]

Alternatively, you may call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

7. What is your return policy?

A: Due to the hygiene nature of our products, we do not accept returns. If there is an issue with a product you received, please do contact us using the chat function on our website or email us at [email protected]

Alternatively, you may call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

8. What is your exchange policy?

A: If you are not satisfied with our products, do reach out to us within 14 days of receiving your products for an exchange. We do not process refunds but instead will facilitate an exchange of similar value where applicable.

In the event that you have an adverse reaction to our product, please stop using the product and contact us for an exchange within 14 days upon goods received date. This is because we strongly believe in the quality and integrity of our products and want you to have the same reassurance too.

You may reach us using the chat function on our website or email us at [email protected]

Alternatively, you may call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

9. What is your refund policy?

A: We have a no refund policy unless stated otherwise.

10. I received the wrong products. What do I do?

A: We sincerely apologise for the inconvenience caused.

Please do contact us using the chat function on our website or email us at [email protected] so that we can rectify the packing error.

Alternatively, you may call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

11. My product is damaged during transit. What do I do?

A: Our items are packed in a sturdy kraft box and cushioned with reused old brochures to help secure the contents of your parcel. However, on a small number of occasions, they may get damaged in transit.

Should this occur to a level that you deem unacceptable, please contact us using the chat box on our website or email us at [email protected]

Alternatively, you may call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

Once we're notified of the damage, our customer care colleague will reach out to you after completing our internal investigation to resolve the issue within 24 hours.

12. How do I track my order?

A: Once your order is shipped, an email notification with the tracking number will be emailed to you latest by the end of the next day after shipment date. 

13. I wasn't around when the delivery was made. What do I do?

A: For unsuccessful delivery in Klang Valley, a second attempt will be made, usually the next day. Please do understand that if the second attempt is still unsuccessful, a delivery fee will be chargeable for every two delivery attempts.

If you did not receive your parcel after two days from ship out date, please do contact us using the chat function on our website or email us at [email protected] and we will help resolve this delivery issue.

Alternatively, you may call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

For non-Klang Valley orders, our courier partners will usually contact you to arrange for a second delivery. If they did not reach out to you, please do contact us using the chat function on our website or email us at [email protected] and we will help resolve this delivery issue.

Alternatively, you may call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

C. ACCOUNT SETTINGS

1. Help! I forgot my email.

A: No worries. Just contact us using the chat function on our website or email us at [email protected] and we will sort it out for you.

Alternatively, you may call us at +603-78043394 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

 2. I forgot my password.

A: Don’t worry. Just click “Forgot Password?” on the login page and we’ll send a password reset link to the email address on your account.

D. PAYMENT

1. What payment methods do you accept for the purchase of Gaia Project?

We accept Visa and Mastercard credit cards only.

2. Will you have access to my credit card details?

Be rest assured, we do not have access to your credit details.

E. PROMOTIONS / DISCOUNTS

1. Why can't I apply the discount code available online on Gaia Project website?

If the product is already a promotional item, it cannot be combined with any other promotions, discount codes or free gifts unless stated otherwise.

2. Can I apply a expired discount code which is available in my receipt from my last purchase?

The discount code available in the receipt of your previous purchase is only applicable on regular priced items and it expires after 2 months.

3. Why am I not entitled to the free gift on my first purchase as stated in the relevant?

Please note that the free gift on the applicable while stocks last and limited to 1 unit per customer if stated. Gaia Project reserves the right to refund the entire order if there is suspected abuse. Customer who cancels an existing subscription to subscribe to a new subscription will not be eligible for the free gift on their first box of the new subscription. We will be in touch with you if you are not entitled to the free gift.