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Orders & Delivery
Below are some of are common questions about orders
How many days will it take to receive my order?
Orders are processed and shipped within 3–5 working days from order confirmation. After dispatch, delivery takes:
- UAE: 7-10 business days
So the total time from order placement to delivery is approximately 10-15 business days for UAE.
Can I change or cancel my order after placing it, and what are the conditions?
You can request order changes or cancellations only if your order has not yet been shipped. Since we process orders within 3-5 working days, please contact us immediately at hello@shopgaya.com with your order number. We will do our best to accommodate your request, but cannot guarantee changes once the order enters processing. If cancellation is approved before shipment, a refund will be processed within 5-10 business days.
What payment methods do you accept (cards, UPI, wallets, COD)?
We accept the following payment methods through our secure Stripe payment gateway:
- Credit cards (Visa, Mastercard, American Express)
- Debit cards
- Digital wallets (as supported by Stripe)
- International cards
Cash on Delivery (COD) is not available.
Which countries/regions do you ship to?
We currently ship to:
United Arab Emirates (UAE)
We offer free shipping on all orders to both regions. We do not ship to PO boxes or international addresses outside the UAE at this time.
Returns & Exchanges
Below are some common questions about shipping, returns, and exchanges
What is the return and exchange policy, and what are the timelines?
Returns: We do not accept returns once an order is placed. Please review your order carefully before checkout.
Exchanges: We accept exchanges under the following conditions:
- Size exchanges for footwear: Permitted with mandatory unboxing video
- Manufacturing defects: Permitted with mandatory unboxing/delivery video
- Timeline: Exchange requests must be submitted within 7 days of delivery
- Review time: Our team will review your request and respond within 3-5 business days
Exchange exclusions:
- Used or worn products
- Products without unboxing/delivery video
- Products damaged due to misuse
- Products received more than 7 days ago
How do I initiate a return or exchange?
Since we don't accept returns, here's how to initiate an exchange:
- Email us at hello@shopgaya.com within 7 days of delivery
- Include the following information: Your order number, Product details (name, size, color), Reason for exchange (wrong size or manufacturing defect), Unboxing/delivery video (mandatory), Clear photographs of the product and any defects
- Our team will review your request and respond within 3-5 business days
- If approved, we'll provide return shipping instructions
- Once we receive the product, we'll ship the exchange item (subject to availability)
Refunds & Payments
Below are some common questions about Refunds & Payments.
What are the refund timelines once the return is processed?
Since we don't accept returns, refunds are only issued in exceptional circumstances:
- Payment charged but order not confirmed
- Duplicate payment processed
- Order cancelled before shipment (at our discretion)
- Manufacturing defect confirmed and exchange not possible due to stock unavailability
Refund timeline: Approved refunds are processed within 5-10 business days to your original payment method through Stripe. The time for the refund to appear in your bank account depends on your bank or card issuer (typically 3-7 additional business days).
How will I receive the refund?
Refunds are automatically processed to your original payment method:
- If you paid by credit/debit card, the refund goes back to that card.
Please note: Stripe does not refund the original payment processing fees, so the processing fee will be deducted from your refund amount.
Order Changes & Cancellations
Below are some common questions about Order Changes & Cancellations.
Can I cancel my order before it ships, and how do I request a cancellation?
Yes, you can request cancellation only if your order has not yet been shipped. Since orders are processed within 3-5 working days, please act quickly.
How to request cancellation:
- Email hello@shopgaya.com immediately with your order number
- Mention "CANCELLATION REQUEST" in the subject line
- We'll confirm if your order can be cancelled (depends on processing status)
Cancellations are processed at our discretion and are only possible before the order ships.
What happens to my payment or refund if I cancel successfully?
If your cancellation is approved before shipment:
- A full refund will be processed within 5-10 business days to your original payment method
- You'll receive a cancellation confirmation email
- The refund amount will appear in your account within 3-7 business days after processing (depending on your bank)
Please note: Stripe payment processing fees are non-refundable and will be deducted from the refund amount.
Sizing & Fit
Below are some common questions about Sizing & Fit.
How do I choose the right size?
To choose the right size:
- Check our size guide: Visit the product page and click on the size chart/guide link. We provide detailed measurements for each size.
- Measure your feet: Measure the length of your foot from heel to toe in centimeters and compare with our size chart.
- Read product descriptions: Some styles may run small or large—check the product description for fit notes.
- Consider your fit preference: If you prefer a looser fit or will wear thick socks, consider sizing up.
If you're between sizes, we generally recommend sizing up for comfort.
What should I do if my size isn't correct? Do you provide exchanges?
Yes, we provide size exchanges for footwear under these conditions:
- You must provide an unboxing video (mandatory)
- The product must be completely unused and unworn
- Original packaging, tags, and labels must be intact
- Request must be submitted within 7 days of delivery
How to request a size exchange:
- Email hello@shopgaya.com with your order number
- Attach your unboxing video
- Specify the size you need
- We'll review and respond within 3-5 business days
If approved, we'll arrange the exchange (subject to stock availability). Exchange shipping costs are borne by the customer for size exchanges.
Order Tracking & Status
Below are some common questions about Order Tracking & Status.
Where is the order status page, and how often is the status updated?
Tracking your order:
- Check your email for the order confirmation and shipping confirmation with tracking number
- Click the tracking link in your shipping email to view real-time updates
- Alternatively, log in to your account on shopgaya.com and go to "My Orders" to track your order
- Use the tracking number with the courier's website for detailed updates
Update frequency: Order status is updated in real-time by the shipping carrier. Major updates include pickup, in-transit checkpoints, out for delivery, and delivery confirmation.
What do statuses like confirmed, shipped, out for delivery, delivered, and returned mean?
Order Confirmed: Your payment has been successfully processed, and we've received your order. It will be prepared for shipping within 3-5 working days.
Shipped: Your order has been dispatched from our facility and handed over to the shipping carrier. You'll receive a tracking number to monitor your package.
In Transit: Your package is on its way to you and moving through the courier's network.
Out for Delivery: Your package has reached your local delivery hub and is out with the courier for delivery today. Please ensure someone is available to receive it.
Delivered: Your package has been successfully delivered to your address. If you didn't receive it, please check with neighbors or your building reception, and contact us immediately at hello@shopgaya.com.
Returned: The courier was unable to deliver your package (due to incorrect address, unavailability, or delivery refusal) and has returned it to us. We'll contact you to resolve the issue.
Materials, Care & Durability
Below are some common questions about Materials, Care & Durability.
What materials do you use, and are your pieces hypoallergenic and nickel-free?
Materials: (Customize this section based on your actual products)
Our footwear collection is crafted using premium materials including:
- Genuine leather and vegan leather alternatives
- High-quality synthetic materials for durability
- Cushioned insoles for comfort
- Durable rubber or TPR outsoles for grip and longevity
- Premium hardware (buckles, zippers, embellishments)
Hypoallergenic & Nickel-Free: (Customize based on your products)
For customers with sensitive skin, we use hypoallergenic materials wherever possible. Our metal hardware and embellishments are nickel-free to minimize the risk of allergic reactions. If you have specific material concerns or allergies, please email hello@shopgaya.com before placing your order, and we'll provide detailed material information for specific products.
Care Instructions:
- Wipe clean with a soft, damp cloth
- Avoid prolonged exposure to water or moisture
- Store in a cool, dry place away from direct sunlight
- Use appropriate leather care products for leather footwear
- Avoid harsh chemicals or abrasive cleaners
Durability: Our products are designed for everyday wear with proper care. We stand behind our quality with a 30-day warranty against manufacturing defects.