FAQs

Where are you located?

Our headquarters are in Covent Gardens, London, United Kingdom. We do not have a physical store since, we are an e-commerce store that ships our products to over 200 countries worldwide.

What currency are the prices I see in the site?

All prices are in USD.

I just placed an order, when will it ship?

We try our best to ship items as fast as we can. Please allow 4-7 days production time for your order to ship out, average shipping times are 15-21 days.

Tracking numbers will be updated 3-5 days after your order has been SHIPPED. If you don't have a tracking number after 7 business, please email us at contact@gimbalai.com

I am not in love with my order, can it be returned? What if there is an issue?

We offer a 100 % money back guarantee if the product is defective or damaged. Instead of returning items however, you can contact us for a full refund. Why? Returns run counter to our emphasis on sustainability as every return has a carbon footprint. To be eligible for a full refund, please send us a picture of the item to: contact@gimbalai.com. After that, you can either keep the item or you might want to donate it.

Can I cancel my order?

You can cancel your order with no penalty!  All orders can be cancelled until they are shipped. Once the packaging and shipping process has started, it can no longer be cancelled

I have entered an incorrect address what do I do now?

If you have miss spelled or auto filled in an incorrect address, simply reply to your order conformation email and confirm. Once you double check if the address given is wrong kindly notify us via email at contact@gimbalai.com. If the given address is wrong, we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

How long does shipping take?

Shipping times vary as we do ship worldwide from different fulfilment centers based on your location. The average shipping time is 15-25 business days.

I have a question that was not answered, can you please help?

Absolutely! We are here to help you make your home beautiful! Please send us an email to contact@gimbalai.com and we will be happy to assist you in any way we can.

We do receive a large number of emails, if you wish to get a prompt response, please attach your order number and address the problem clearly, thanks.