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Terms & Conditions

Please read these before renting with Gaiana.

Last updated September 21, 2026

1. Rental Period and Fees

  1. 4 Days: Price as listed in the catalogue.

  2. The day the garment arrives at the renter's address counts as the first day of the rental.

  3. The rental period must be set before payment is made.

  4. The due date is the date the product must be received back by Gaiana, i.e. rental period + 1 day.

  5. Renting 2 dresses or more comes with a free extension of up to 7 days, by agreement.

2. Deposit Fee

  1. The renter must pay a deposit of IDR 150,000.

  2. The deposit is refunded in full once the rented product is returned and has passed the condition check.

  3. The deposit is reduced or forfeited if:

    • The product is returned late.

    • Loose stitching, a broken zipper, missing beads or sequins, tears, or other damage requiring special repair is found.

    • The product is returned incomplete (missing belt, scarf, etc.).

  4. White or light-coloured dresses may not be worn outdoors. If worn outdoors and stained, the deposit may be partially or fully forfeited, or the renter may be required to buy the dress at retail price.

3. Payment Deadline

  1. The renter must pay immediately once the invoice is sent by the admin.

  2. Gaiana does not hold dresses. First paid, first booked.

  3. The bank account holder's name must match the renter's name and ID card.

4. No Fitting

Gaiana does not offer fitting sessions. We strongly recommend taking your own measurements before ordering, as every size chart in our catalogue is accurate (we've tried on every piece ourselves). We provide real photos of the dress as worn.

If the dress doesn't fit or suit the renter, the renter may exchange it for a dress at the higher of the two prices, plus the cost of delivery and pickup.

5. Order Cancellation and Refunds

The renter cannot cancel a dress that has already been shipped.

If the renter cancels before the dress ships, the renter may choose one of the following options:

  1. The amount already transferred (rental price + deposit + shipping, if any) can be kept as a deposit to be used at any time.

  2. The rental price + shipping (if any) is refunded in full, but the deposit is forfeited.

6. Product Shipping

Products are shipped via one-day post shipping or instant delivery, as indicated on the order form.

Shipping costs are fully covered by the renter.

  • Surabaya area
    Products are shipped via Gosend/Grab Express/JNE Yes/Paxel/Gaiana's own courier.

  • Outside Surabaya
    Products are shipped via JNE Yes/Lion Boss Pack/Paxel.

7. Product Returns

  1. The renter must ship the product back by 1 day before the due date when using one-day post shipping (JNE Yes/Lion Boss Pack), or on the due date itself when using instant delivery. Using J&T for returns is strictly forbidden.

  2. The return shipping method is decided upfront and stated on the product return form.

  3. The renter must attach Gaiana's address to the package and wrap it in the provided polymailer.

  4. Clothes may be returned unwashed (no need to wash before returning).

  5. Return shipping costs are covered by the renter.

  6. The renter must confirm the return by sending the tracking number or proof once the product has been returned.

8. Late Returns

  1. If the renter is 1 day late returning the product, the deposit is forfeited.

  2. If the delay exceeds 1 day, the renter is charged a fine of IDR 150,000 per day.

  3. A renter who fails to return the garment, or who steals it, will be reported to the authorities for legal action.

9. VIP Membership Terms

  • All membership benefits can be combined with other loyalty card, promo, or flash sale offers.

  • Registration is simple, using just a WhatsApp number.

  • All benefits apply only when the order is placed through the WhatsApp number registered at the time of booking.

  • Free shipping applies for delivery via PAXEL/LION PARCEL anywhere in Indonesia. Extra fees for other couriers (e.g. GO-JEK) or special requests are covered by the member, calculated as the difference from the PAXEL shipping rate.

  • Free dress pickup applies if the pickup area is reachable by PAXEL.

  • Membership cannot be transferred or used by anyone other than the owner of the registered WhatsApp number.

  • A registered membership cannot be cancelled for any reason.

  • Gaiana reserves the right to deactivate a membership unilaterally if misuse or a violation of these membership terms is found.

10. Customer Agreement

By making payment, the renter is considered to have agreed to the Terms & Conditions set by Gaiana.

We ask renters to please understand and agree to Gaiana's rental terms and conditions.

Thank you.