Returns

How do I return my item/s? NO PRINTER NEEDED.

We have now gone paperless on our returns procedure, please follow the steps on the online portal and you will be guided through your return.

£2.99 will be deducted from your order once we receive the return (unless your item/s is deemed faulty or the incorrect item has been received).

 

 What is your returns policy?

• Items must be returned within 14 days of the date the parcel has been received by the customer, unless you receive a faulty item within 30 days of receiving your parcel.
• If your parcel is returned outside of the returns cut off period we will be unable to process your refund. In this case if you would like your item back you will be responsible for the cost of returning the parcel back to yourself.
• Items must be unworn and unwashed.
• Shoes must be tried on indoors and returned in the original packaging.
• Items must have all tags attached.
• Homeware must be returned in original packaging. 
• Due to hygiene reasons, earrings are NON returnable.
• Returns take 3-5 working days to get back to our warehouse, and then we aim to issue refunds within 3-5 working days, 7 during busy periods.
• If you used our returns link on our website through royal mail, the receipt given to you at the point of return will have a tracking number on for you to track the process and location of your return. From here, you can work out the correct time frame of your return.
• Refunds can take up ton 10 working days to complete with your Bank/Payment Method. (This does not include Weekends or Bank Holidays)

• Refunds will not be given on items deemed unfit for resale, reasons may include:

  • Makeup/tan marks
  • Perfume/strong odours
  • Alterations
  • Tag missing
  • Item has been washed 

  Please ensure the tag is not removed until you are happy with the item.

   

  International Returns

Unfortunately, we are unable to offer a returns portal service for international customers. To return your item please return this to us at a cost of your own insurance. We can only refund the cost of sending the parcel back to us if your item is deemed faulty or damaged, or in the instance of receiving the incorrect item. Please keep a copy of the receipt.

Can I exchange an item?

Unfortunately, we are unable to process exchanges. You can return your item/s to us for a full refund and place a new order to receive the item of your choice.

What should I do if I receive an incorrect or faulty item?

 Oh no! We're sorry to hear this. Please send Customer Services an e-mail (customerservice@goose-island.co.uk) or Facebook message with your Order Number, photo's of the fault and/or a brief description of the fault or issue and we will help you straight away.

For items that are faulty within 30 days, the returns postage cost will be wavered when using our Goose Island £2.99 Return Service.

*A consumer cannot claim for a refund or replacement if they alter the item or causes any damage to the item.

How do I return my item(s) if I haven't used a Royal Mail service or do not qualify?

• You MUST ensure you affix your name & order number on the front of your parcel so that we can provide you with the best service. If you do not use our Royal Mail service, we can't promise a refund for the postage charge liable to you dependant on the cost spent.
  Please return your item(s) using a recorded delivery service for your own insurance ensuring postage is pre-paid to the following address:
  Returns Department,
  Goose Island
  Unit 6, Tower Court, St David's Road,
• Llansamlet,
• Swansea  SA6 8RU