Returns & Exchanges Policy
Last updated: June 2026
At Gila, every robe is thoughtfully crafted to order in our studio using premium velvet fleece, detailed chenille embroidery, and a soft 100% muslin cotton lining. Because each garment is made with care and produced in limited quantities, we encourage customers to review all product information, measurements, and sizing details carefully before placing an order.
Our Returns & Exchanges Policy has been designed to reflect the bespoke nature of our garments while ensuring compliance with the South African Consumer Protection Act (CPA).
Change of Mind
As Gila robes are made to order, we do not accept returns, exchanges, or refunds for change of mind, preference for a different colour, preference for a different embroidery design or style, or expectations regarding appearance where the product received matches the product description, photographs, and specifications provided on our website.
We encourage customers to review all product descriptions, imagery, and sizing information carefully before completing their purchase.
Size Exchanges
We understand that selecting the correct size online can occasionally be challenging. If you have ordered the incorrect size, we may offer a size exchange subject to the following conditions:
A size exchange request must be submitted within 7 days of receiving your order. The garment must be unworn, unwashed, unused, and in its original condition. The garment must be free from makeup, perfume, deodorant, stains, odours, pet hair, or any other signs of wear. The garment must be returned in its original packaging. The requested replacement size must be available.
Customers are responsible for all courier costs associated with returning the original garment and shipping the replacement garment. To avoid sizing issues, we strongly recommend consulting our sizing guide before placing an order.
Personalised & Customised Orders
Any robe featuring personalised embroidery, monograms, names, initials, custom wording, or any other custom modification is made specifically for the customer. For this reason, personalised and customised items cannot be returned, exchanged, or refunded unless the item is faulty, damaged, or supplied incorrectly.
Faulty, Damaged, or Incorrect Items
We take pride in the quality and craftsmanship of every Gila garment. If you receive an item that arrives damaged, contains a manufacturing defect, exhibits poor workmanship, or does not match the item ordered, please contact us within 7 days of receiving your order.
To assist us in assessing the issue, customers must provide clear photographs of the garment and the defect or error reported. Once the item has been reviewed and the issue confirmed, Gila will, in accordance with the South African Consumer Protection Act, repair or replace the item at no additional cost to the customer. Where applicable, Gila will cover all reasonable courier costs associated with approved faulty or incorrect item claims.
Return Conditions
Where a return or exchange is approved, items must be unworn, unwashed, unused, and in their original condition. Items must be free from makeup, perfume, deodorant, stains, odours, pet hair, or any damage caused after delivery, and must be returned in the original packaging. Gila reserves the right to refuse an exchange or claim where an item does not meet these requirements.
How to Request an Exchange or Report an Issue
To request a size exchange or report a faulty, damaged, or incorrect item, please contact our customer care team within 7 days of delivery and include your order number, full name, a description of the issue, and photographs where applicable. Once reviewed, we will provide further instructions regarding the return process.
Processing Times
Approved exchanges, repairs, and replacements will be processed as soon as reasonably possible after the returned item has been received and inspected. Timeframes may vary depending on production schedules, stock availability, and the nature of the claim.
Consumer Rights
Nothing contained in this policy limits, excludes, or replaces any rights afforded to consumers under the South African Consumer Protection Act 68 of 2008.
Contact Us
Gila
Email: info@gila.co.za
Website: gila.co.za
