Shipping & Returns

Shipping

HOW MUCH ARE THE DELIVERY CHARGES?

The delivery charges are as follows: Standard delivery: FREE SHIPPING, DHL Express delivery $ 15.00. We use EMS/USPS company for the Standard delivery.

 

AFTER HAVING PLACED THE ORDER, HOW LONG WILL I HAVE TO WAIT TO RECEIVE MY ITEMS?

The parcel will be delivered approximately 2-4 days after courier collection from our warehouses, because very Golden Goose Sneaker is is very low stock, we need to prepare the order package for you at first.

the delivery time is within 24 hours of courier collection from our warehouses with the exception of certain zones, where delivery will be made within 24 / 48 hours following pick-up. For islands, an additional day is always required for delivery. The handling time for your order may require approximately 24-48 hours.
If you have selected Standard delivery, For USA, Canada and Russia the average delivery time is 10-15 working days. For Italy, Euro and South America the average delivery time is 15-20 working days.
If you have selected Express delivery, For USA, Canada and Russia it will takes 7-10 working days, For Italy, Euro and South America it takes 10-15 working days.
Golden Goose will communicate any issues making it impossible to deliver an order in full or in part as a result of a lack of availability of products.

 

ON WHICH DAYS DO YOU DELIVER AND WHICH COURIER DO YOU USE?

Deliveries are made daily from Monday to Friday. All orders placed on Saturday or Sunday will be processed on the following Monday morning. The courier charged with making deliveries is USPS/EMS, during office hours Monday to Friday. Italian clients can contact them on the freephone number 20 / 86669288, while clients of other nationalities can visit the website www.usps.com. For Russia the courier used is DHL.

 

CAN I DECIDE TO HAVE MY PARCEL DELIVERED TO A DIFFERENT ADDRESS OR A COUNTRY DIFFERENT TO THE REGISTRATION DETAILS?

In step 3 of the order process (entitled deliveries), it is possible to indicate a different delivery address to the one saved in your user profile, you need to contact us by mail with details.

 

DO YOU DELIVER WORLDWIDE?

Our Online Store delivers to Europe, EEC member states, the USA, Canada and Russia. It is possible to check this information in the "COUNTRY" section of the Store web page.

 

HOW CAN I RECEIVE CONFIRMATION OF MY ORDER?

The order confirmation from the company will be sent by email to the email address listed in your profile. When you receive the email confirming that the payment has gone through successfully, the goods selected in the cart are confirmed.

 

HOW CAN I FIND OUT THE TRACKING NUMBER FOR MY ORDER?

Once logged in, in the "PROFILE" section you can see the progress of your order at the warehouse. When the goods have been shipped you can track the parcel. This service is not available for shipments to Russia; for information go to chat online or send an email through the relevant section on the site.

 

WHEN MAKING THE DELIVERY, DOES THE COURIER CONTACT THE RECIPIENT TO MAKE AN APPOINTMENT?

Normally, this does not happen on the first delivery attempt. In the event that the first delivery attempt does not succeed due to no one available to take receipt at the preselected destination, it is likely that the courier will make contact before attempting to re-deliver.

 

RETURNS, ORDER CANCELLATIONS

 

HOW CAN I CANCEL MY ORDER IF I NO LONGER WISH TO RECEIVE IT?

It is possible to cancel your order within 24 hours of submission by sending an email using the Online Form in the "Contact Us" section, indicating the order number and reason for cancelling.
For orders paid by credit card, the time required for refunding the amount is subject to banking schedules. Such amounts will not be handled by the company but made available by the bank after the processing time. In the case that the order is refused on delivery, when it is returned to the company the total amount excluding delivery costs will be refunded.

 

WHAT HAPPENS IF I'M OUT AND MY ORDER IS SENT BACK TO GOLDEN GOOSE?

Golden Goose can organise a new delivery to the same address or another, although the country listed in your registration must remain the same. In the case that the order is returned for a second time, we will be forced to cancel your order and deduct the delivery costs from the amount credited.

 

HOW CAN I RETURN MY ORDER AND ARE THERE COSTS INVOLVED?

To return goods, it is necessary to ensure that the general conditions of sale are observed. You may request a return within 14 working days of receipt of the order. In order for the return to be accepted it will be necessary to authorise it from your user profile, in the RETURNS section, at the end of the process, you will be issued with a return merchandise authorisation (RMA) code to be quoted on your parcel. Goods received by the company without a return merchandise authorisation (RMA) code may lead to refusal of the goods and goods being returned to the sender.To return goods please contact the customer care through the online form in order to schedule the pickup. Upon refund of the items a contribution expense of $ 30.00 will be charged. The time limit for sending back the return is 5 working days from the date of RMA confirmation, beyond this time frame the return may not be accepted.

 

CAN I EXCHANGE GOODS FOR A DIFFERENT ITEM TO THE ONE ORDERED?

Exchanges are only possible for different sizes and / or colours of the same article without any additional cost for re-sending.

 

HOW DO I GO ABOUT EXCHANGING GOODS, AND IS THERE AN ADDITIONAL COST INVOLVED?

Go to the RETURNS section within your profile, at the end of the online process the system will issue a return merchandise authorisation (RMA) code to be quoted on your parcel. Once the goods are received by the company we will endeavour to dispatch the item in the size / colour requested in the shortest time possible.The time limit for sending back the exchange is 5 working days from the date of RMA confirmation, beyond this time frame the return may not be accepted.The shipping of returns and re-shipment of the new item is free.For orders made to the United States, Canada and Russia exchanges cannot be accepted, only returns of any amount.

 

IS IT POSSIBLE TO MAKE MORE THAN ONE EXCHANGE OF GOODS?

In general, only one exchange of goods is accepted. In the case that you wish to carry out another exchange of goods or return an exchanged item, it is necessary to contact our Customer Care department via the online form in "Customer Services".

 

HOW DOES THE REIMBURSEMENT WORK?

In the case that you had made your purchase using a credit card, the company will credit the full amount (equal to the total amount of items returned excluding delivery charges) directly onto the credit card. The time required to credit your card may vary between banks but generally allow for 2-4 working weeks to be able to see the amount available in your account; this is as a result of the interbank system and Golden Goose Store is not responsible for this processing time.
Back