FAQS

OUR CLOTHING AND SIZES

Where is your clothing made?

All of our clothing is crafted by skilled artisans in small-scale European workshops located in Lithuania and Belarus. We closely oversee the production process to ensure fair and safe working conditions for our artisans, and maintain the highest quality and sustainability standards.

What are upcycled fabrics?

The upcycled fabrics we repurpose are high quality textiles no longer needed or suitable for production by luxury fashion or textile companies. These fabrics may have been rejected due to overstocking and surplus production and would typically be discarded in landfills. Upcycling these beautiful fabrics gives them a second life and helps to reduce waste and environmental impact.

What size am I?

Refer to our SIZING CHART for general sizing guidelines, and the Sizing Charts on our product pages to see individual measurements for each design. If you prefer a more personal touch, write to us at sizing@gaala.com, and we will be happy to help you find the right size!

SHIPPING AND DELIVERY

Do you ship worldwide?

Yes! For orders outside Europe, you’ll be shown shipping options at checkout.

How long will it take to ship my order?

Preorders ship within 3-5 weeks after purchase. Stock items ship within 2 business days.

How long does shipping take?

Standard shipping takes 48 hours within France, 1-2 business days within the EU, and between 2-3 business days for international orders.

Are taxes and duties included for international shipments?

Import duties and taxes are not included in the item price or shipping cost. These charges will be your responsibility and will be collected from you by the shipping company.

If you refuse a shipment from Gaâla, you are responsible for the original shipping charges and import and returns fees incurred upon delivery to us.

ORDERS

What are preorders?

A preorder item is a product that is not yet in stock. Preorders allow small brands like ours to gauge customer interest and consequent demand, eliminating overproduction and waste.

Due to the limited nature of upcycled fabrics, we limit the preorder quantity to the amount we can make. Often, once an item sells out, we cannot make it again.

How do I know if an item is preorder?

You can easily tell if an item is available for preorder by checking the product page. We indicate whether an item is in stock and available for immediate purchase or if it is currently only available for preorder.

If I order a preorder item and an in stock item, how will they be sent?

If you place an order that includes both a preorder item and an in stock item, we'll hold onto the in stock item and ship both items together when the preorder item is ready. This way, you'll only need to pay for shipping once, and we can reduce our environmental footprint by consolidating shipments. If you need an in stock item urgently, we recommend that you place a separate order.

When will I be charged for a preorder?

Preorders are charged immediately at checkout.

When do preorders ship?

Preorders ship out to you within 3-4 weeks after the order has been placed. Please note that delays in this timeline may occur occasionally. We apologize in advance and thank you for your patience.

What are your shipping rates?

Shipping to the EU and UK is free.

We provide a flat shipping fee of 15€ for international orders. However, some countries have a flat rate of 25€ for standard shipping (3-5 business days). These countries include Argentina, Bolivia, Brazil, Caribbean Netherlands, China, Colombia, Ecuador, Falkland Islands, French Guiana, Mexico, Paraguay, Peru, South Korea, Suriname, Uruguay, and Venezuela.

All international orders with a value of 350€ and over are free.

Why can't I add a code when I add both sale and non-sale items to my basket?

The points/coupons are applied to all baskets, which means that when you have a mixed order, the coupons are disabled. We recommend placing two separate orders if you wish to use your coupon for a non-sale item. In this case, you can apply your coupon at checkout for the non-sale item. 

How can I change the address on my order, or change the date of delivery?

We invite you to write to us at contact@gaala.com with your order number and request and we will be happy to assist you!

How can I edit a mistake I made when placing my order?

We invite you to write to us at contact@gaala.com with your order number and request and we will be happy to edit it for you!

I want to cancel my order, is this possible?

We accept cancellations of preorder items within three business days of placing the order. Exceptions include delayed orders.

In stock orders that have yet to be shipped can be canceled up to three business days after purchase. If you have already received tracking for an in stock purchase, please check if it's been shipped before writing us at contact@gaala.com for a cancellation request.

RETURNS AND REFUNDS

Can I return or exchange items?

Yes, you have the option to return or exchange items within 14 days of receiving your package. Please refer to our ‘Returns’ page for more information.

Is there a limit to the number of exchanges allowed, and what should I do if I'm not satisfied with my exchange?

We accommodate only one exchange per order. If your exchange does not meet your satisfaction, we kindly invite you to return the item and place a new order for the desired product.

What are my refund options?

You can return your purchase for a refund onto the original payment method, or you can exchange your item for an item of the same value.

Additionally, you have the option to return your purchases for a gift card instead of a refund. By selecting this option, you will receive an extra 10% of your returned purchase’s value added to your gift card.

What if one of my items is damaged or defective?

If you’ve received a damaged or defective item, send us an email at contact@gaala.com with your order number and a photo of the damaged item - we will be happy to assist you.

I have received the return label for shipping via DHL. Where can I find the closet drop-off point for DHL?

To locate the nearest DHL drop-off point, please visit the following link: https://locator.dhl.com/

What happens if I need to return my order, which came with a free gift? Can I keep the gift?

When placing an order that includes a complimentary gift, please be aware that, in the event of a return, the accompanying gift must also be returned. If you wish to keep the gift, the equivalent value will be deducted from your refund. We appreciate your understanding.

PAYMENTS

Is there any other payment option than a credit card, like Paypal?

Currently, we only accept credit card payments and do not have the option of paying with Paypal.

Can I pay by installments?

Yes, we have partnered with Klarna to give you the option of paying in several times. Klarna allows installment payments in the following countries: Ireland, France, Spain, Italy, Belgium, Germany, Austria, Finland, Netherlands, Portugal, Greece. Learn more

Can I redeem my credit code after a promotion is finished?

Credit codes offered during a limited-time promotional campaign cannot be redeemed if the item purchased with the code is returned. Exceptions to this rule apply to unique credit codes made for individual clients and not offered promotionally. We invite you to contact us at contact@gaala.com if you have any questions regarding credit codes and we will be happy to advise.

ACCOUNTS AND REWARDS

What is the GAÂLA GIRL SOCIETY?

The GAÂLA GIRL SOCIETY is our loyalty program. 

Each different level gives you access to exclusive benefits as well as points that can be exchanged for discounts. Each euro spent on the site or in-store is equal to 10 points. At each new purchase your level is reviewed and recalculated based on your purchases during the calendar year. 

If you have any questions, please do not hesitate to contact us at contact@gaala.com

How can I sign up for the GAÂLA GIRL SOCIETY?

If you have already created an account on our website, you’ve been automatically enrolled. Otherwise you can sign up here.

I placed an order without having previously created a customer account, if I create an account in the future will I have points from my previous order?

Yes, your points are added to your account for each order including your historical ones. Sign up here to check you balance.

How can I earn points?

There are so many ways to earn points. As soon as you join the program, you’ll be welcomed with 200 points to get you started. You also gain 10 points for every euro you spend with us. Take a look at the loyalty program page for more ways to rack up the most points.

How do I check my points balance?

Log into your personal account. Your points balance is displayed at the top of the page. You can also track previous orders and check how many points you have gained with each purchase.

Where can I find my coupon codes?

The coupon codes are generated and applied directly at the checkout page. The codes expire three months after their issue date.

What are the conditions for ordering a gift?

To qualify for a gift, please ensure the following:

  • You are enrolled in our loyalty program.
  • You have earned enough loyalty points for the desired gift exchange.
  • Select a gift with a minimum €100 purchase.
  • Kindly be advised that only one gift can be chosen per order.
My points balance has not been updated after a purchase, what should I do?

First of all, go to your customer account and check in the section entitled “Orders” that the purchase was registered. 

If it appears in your order history, check if your order was placed more than two days ago. If not, it is normal as your points are "pending" during this time. 

If the purchase does not appear in your purchase history you may have made a purchase using another e-mail address. In this case, contact our client service team at contact@gaala.com so that we can attribute your points.

What happens to my points if I cancel/return an order or part of an order?

If you decide to return or cancel an order in its entirety, your points will be automatically canceled.

If you decide to return or cancel part of an order, the points that are on hold that relate to the canceled or returned articles will be deducted from your points total. 

Full details of the history of your points are available in your customer account.

Am I obliged to return a gift if I decide to return items from my order?

If you choose to return your entire order, we kindly ask that the accompanying gift be returned in original condition. Failure to do so will result in the value of the gift being deducted from your refund.

Can I apply all the coupons in one order?

Only one coupon may be applied in one order.

Which products can I use my discount code on?

Our discount codes are valid across our product range with the exception of gift cards and promotional items.

Can I apply the points/coupons on sale items?

Points and coupons cannot be used on sales items.

I need help with my GAÂLA GIRL SOCIETY account.

If you’d like to contact us regarding your account, please email us at contact@gaala.com.

Why is my loyalty program account blocked?

We reserve the right to temporarily suspend or block accounts in cases where fraudulent activity is detected. If you have any concerns or questions regarding your account status, please don't hesitate to contact our customer support team at contact@gaala.com.

On Sustainability

What is sustainable fashion?

Sustainable fashion aims to reduce the fashion industry's environmental impact by creating socially responsible and environmentally friendly apparel. Sustainability matters at every stage of clothing production and consumption, from sourcing to disposal. It emphasizes longer-lasting clothing, non-harmful production methods, fair labor practices, and the use of upcycled materials to reduce waste and carbon footprint. Ultimately, it aims to create a more ethical and responsible fashion industry while creating beautiful and functional clothing.

What factors contribute to Gaala's status as a sustainable brand, and how can shopping with Gaala align with my sustainability goals as a consumer?

Gaâla prioritizes ethical and fair labor practices by owning and working with small European workshops and providing employees with fair wages and good working conditions. Using luxurious upcycled fabrics, Gaâla designs clothing with longevity in mind, offering timeless and versatile pieces that reduce the need for frequent replacements. As a zero-waste brand, Gaâla avoids paper and plastic packaging and opts for linen bags and recycled cardboard. Fabric remnants are used to make accessories and/or donated to a local company that uses them in padding for sports equipment. 

By shopping with Gaâla, you are supporting ethical and fair labor practices, minimizing waste, and ensuring the least amount of damage to the environment while dressing for the best version of yourself.

How do you ensure workers in your supply chain are treated fairly?

Gaâla believes in ethical and fair labor practices, owning and working with small European workshops with direct oversight of the production process and team. Our tailors receive a living wage, health care, and benefits, and they work in safe, clean environments. Learn more

Don’t see your question? Don’t hesitate to email us at contact@gaala.com.