FAQ

At Gala, we offer a selection of secure and convenient payment options to ensure a seamless shopping experience.

Accepted payment methods:

Credit & Debit Cards
We accept the following cards issued in the UAE and internationally:

• Visa

• Mastercard

• American Express

• UnionPay

• PayPal

Apple Pay & Google Pay

• Apple Pay is available for Apple users when shopping via iOS device

• Google Pay is supported on compatible devices

• Fast, secure, and contactless.

Cash on Delivery (COD)

• Available only for orders with the delivery option "Pick up from the store"

• Our store is located at Al Qasr hotel - King Salman Bin Abdulaziz Al Saud St - Madinat Jumeirah - Umm Suqeim - Dubai - UAE

• Available for orders delivered within Dubai by our own courier delivery

All payments are processed securely to guarantee a safe and trusted luxury shopping experience. If you need help, please contact our support team at customercare@gala.ae

At Gala, all returns are handled personally through our Customer Service team to ensure a smooth and premium experience. simply contact us at customercare@gala.ae or phone/whatsapp +971 585288369

To initiate a return, please contact our Customer Service team. A dedicated representative will guide you through the process and arrange the next steps with you directly.

Once you contact Customer Service:

• Our team will review your order and return eligibility
• We will explain the return conditions and timelines
• A pick-up or shipping solution will be arranged manually
• Once the item is received, it undergoes a quality check
• You will be informed of the approval and refund status

All communication is handled directly with our team to ensure clarity and care at every step.

After the returned item passes the quality check, refunds are processed according to the original payment method:

• Credit / Debit Card: processed by your bank within 5–14 working days
• Cash refund if you paid cash in the store

You will receive confirmation once the refund is approved and processed.

• Items must be returned within 30 days of delivery
• Items must be unused, unworn, and in original packaging
• Tags and accessories must be intact
• Certain items may be non-returnable due to hygiene or category restrictions (swimming suits, bikinis etc)

Our Customer Service team will confirm eligibility during your request.

At this time, exchanges are handled manually and are subject to item availability and eligibility. Please contact Customer Service, and our team will advise you on the available options.

Return shipping conditions will be confirmed by our Customer Service team based on your location and order details.

You can update your contact details directly from your personal account on the Gala website.

To update your phone number or address:

1. Sign in to My Account on the Gala website
2. Go to My Address Book
3. Select the address you would like to update
4. Click Edit, make the changes, and Save

Your updated details will be reflected in your account for future orders.

Important: If you need to change the phone number or address for an order that has already been placed, please contact our Customer Care team as soon as possible via WhatsApp or phone, and we will assist you manually.

You can track your orders directly from your personal account on the Gala website.

To view your orders:

1. Sign in to My Account
2. Select Orders from the menu

You will see: your order number, order status (e.g. Unfulfilled, Refunded), order date and total, item details. Click "View details" to see full order information.

If you have an account with Gala:

1. Sign in to My Account
2. Go to My profile
3. Update your communication settings

If you subscribed to our newsletter without creating an account, please contact Customer Care, and we will unsubscribe you manually.

DHL Deliveries (UAE & International): If your order is shipped via DHL, tracking information will be available in your My Orders section once the shipment is created.

2-Hour Delivery within Dubai: For express delivery within Dubai, tracking is handled manually. Please contact Customer Care via WhatsApp or phone for real-time updates.

If your order has already been placed and you need to change: phone number, delivery address, or delivery instructions — please contact Customer Care immediately via WhatsApp or phone. Changes for active orders are handled manually to ensure accuracy.

You can reach our Customer Care team directly from your account: click "Contact us" inside your order, or reach us via phone or WhatsApp.

Our team will personally assist you with: order updates, delivery coordination, returns & refunds, and any questions related to your purchase.

Yes. Every item submitted by a seller goes through moderation. We review product details, photos, brand information, and condition before publication. Only items that meet our quality standards are approved.

Yes. Once an item is sold and delivered to Gala Boutique, our team performs a visual quality inspection to ensure:

• The item matches the listing description
• It is clean and properly prepared
• It has no stains, holes, pulls, or visible damage
• It shows no excessive signs of wear

Only items that pass inspection are shipped to the buyer.

We only accept items in excellent or very good condition. Each listing clearly describes the condition and includes detailed photos.

After purchase and payment confirmation:

1. The seller sends or delivers the item to Gala Boutique (Dubai).
2. We complete inspection and professional packaging.
3. The item is shipped to you.

Delivery timelines depend on the seller's shipping speed and your location.

Yes. Payment is processed securely through our platform. Funds are only released after the item is received and approved by our team.

Return policy depends on the condition and agreement stated at the time of purchase. Items that do not match the description may be reviewed by our team.

Sellers are required to provide authenticity details. Our moderation team verifies information before publication. If needed, additional documentation may be requested.

Yes, international shipping may be available depending on the destination. Shipping fees and timelines vary by location.

Anyone with authentic luxury items in excellent condition can apply as a seller by creating a seller's account.

We accept:

• Luxury fashion items
• Designer clothing, shoes, bags, and accessories
• Items in excellent or very good condition

Items with visible damage, heavy wear, stains, or repairs will be declined.

An item may be declined if:

• It does not meet quality standards
• Photos are insufficient
• Brand authenticity cannot be verified
• Condition description is inaccurate

You may be asked to edit and resubmit your listing.

Once the buyer completes payment:

1. We contact you.
2. You must send or deliver the item to: Gala Boutique, Ground Floor, Jumeirah Al Qasr, Madinat Jumeirah, Dubai.
3. We conduct a visual inspection.
4. If approved, we package and ship the item to the buyer.

The item must be:

• Clean
• Ironed or professionally steamed
• Washed (if applicable)
• Free of stains, odors, holes, pulls, or visible damage
• Ready for immediate transfer to the buyer

Items that do not meet these standards may be returned to the seller.

A 30% commission is deducted from the final sale price. This includes:

• Platform visibility
• Buyer management
• Moderation
• Quality inspection
• Professional packaging
• Shipping coordination

The remaining balance (after commission) is paid according to our payout terms once the transaction is successfully completed and item is delivered to the buyer.

The seller is responsible for sending or delivering the item to Gala Boutique.

If the item does not match the listing or does not meet preparation standards, it may be returned to the seller. Additional shipping costs may apply.

Yes. You can track your listings, status, and sales directly from your seller cabinet.