Goddiva UK

Goddiva UK Return PolicyGoddiva-UK-Return-Policy

1. Where do you deliver to?

We can deliver anywhere in the UK, Northern Ireland and most international destinations.

2. How much is UK delivery?

You can choose between the following delivery options:

Standard UK Delivery – £3.00 (or FREE when you spend over £15, usecode “SHIP4FREE” at checkout)
Provider: Royal Mail Tracked
Delivery Time: 2-5 working days

UK Next Day Delivery – £5.00
Provider: Interlink
Delivery Time: Next Day when placed before 1pm Mon-Thurs. Please note we don’t currently offer a Saturday delivery service so any orders placed after 1pm on a Friday will be delivered on a Tuesday and if it is a Bank Holiday on Monday they will be delivered on Wednesday.

3. How much is it to deliver outside of the UK?

Republic or Ireland & British Isles (Royal Mail International Post) We aim to deliver orders placed before 1pm
within 2 working days. Any orders placed
after 1pm on a Friday will be delivered on a Tuesday and
if it is a Bank Holiday on Monday they will
be delivered on Wednesday.
Up to 10 Kg £7.80
Europe (Royal Mail International Post) Approximately 5 – 14 days <0.1 – 5.00 Kg
5.00 – 10.00 Kg
10Kg- 12Kg
£6.46 – £27.03
£28.79 – £48.18
£49.94 – £58.75
Rest of the World (Royal Mail International Post) Approximately 7 – 14 days 0.1 – 5.00 Kg
5.00 -10.00 Kg
10Kg – 12Kg
£6.00 – £61.50
£66.50 – £126.50
£131.50 – £151.50
USA & Canada(FEDEX) Approximately 3-10 days 0.1 – 5.00 Kg
5.00 -10.00 Kg
£8.94 – £24.68
£26.38 – £41.88

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our items may not be available for delivery to certain destinations outside the UK. Goddiva Ltd reserves the right to define what can and cannot be delivered to which destination.

All deliveries to USA and Canada are sent with FedEx (please select this option).
All other international deliveries are sent with Royal Mail International post.

Order tracking is not available for International Post deliveries. We ask you to await for a period of 21 days for your parcel to arrive.

4. How long will my order take to arrive?

Standard UK Delivery (Royal Mail)
2-5 working days (delivered within the hours of 7am – 6pm)

UK Next Day Delivery (Interlink)
Next Day (delivered within the hours of 8am – 6pm) when placed before 1pm Mon-Thurs. Please note we don’t currently offer a Saturday delivery service so any orders placed after 1pm on a Friday will be delivered on a Tuesday and if it is a Bank Holiday Monday they will be delivered on Wednesday.

Republic of Ireland & British Isles (Royal Mail International Post)
2-3 working days (delivered within the hours of 8am – 6pm)

Europe (Royal Mail International Post)
5 – 14 working days

USA & Canada (Fedex)
3-10 working days

Rest of the world (Royal Mail International Post)
7-14 working days

Please note: Order tracking is not available for International Post deliveries. We ask you to wait for a period of 21 days for your parcel to arrive.

All items must be signed for, please ensure that you or someone known by you is available to sign for the parcel. Should there be no one available to sign for your parcel it will be returned to the depot. A calling card will be left with instructions on how to arrange a re-delivery. If you require the parcel to be delivered to an alternate address an £8 re-consignment fee is applicable. Exchanges will be dispatched via Royal Mail recorded delivery (2-3 days).

If the order is not collected or delivered within 7 days, the parcel will be returned to Goddiva and an additional fee of £8 will be charged for the returned consignment.

5. Delivery Addresses & Signing For Parcels

A signature will be required to acknowledge delivery has been made for Next Day Delivery and International Delivery. The signature of the person accepting the delivery at the address will be proof that you, or the person to whom the order is addressed, has received the delivery. Someone must be available to sign for the goods during normal working hours and this person should be known to you. We will not be responsible where the person signing for the goods is not the person who has placed the order or paid for the goods.

If no one is available to accept the delivery you will receive a card to advise that delivery has been attempted with details of how to arrange a re-delivery or to collect from a local depot if you prefer.

If you require the parcel to be delivered to an alternate address an £8 re-consignment fee is applicable. Exchanges will be dispatched via Royal Mail recorded delivery (2-3 days).

If the order is not collected or delivered within 7 days, the parcel will be returned to Goddiva and an additional fee of £8 will be charged for the returned consignment.

Please provide a phone number in your account details so you can be contacted if necessary.

You are responsible for checking the condition of the items delivered (wrong item or damaged) and must highlight any issue within 2 working days upon receipt of delivery by sending us an e-mail to our customer services at Customer Support.

Please ensure your delivery address is correct as discrepancies will result in a delay. Delays may occur if the courier cannot access your address or for unforseen circumstances such as adverse weather conditions.

Please note we cannot cancel an order or change a delivery address once the parcel has been dispatched.

6. What do I do if there is a problem with my delivery?

If your order hasn’t arrived, you have received the wrong item or you have got other problems with your delivery, please check the following:

Where’s My Item?
If you recently placed an order and you’re wondering why you haven’t received it yet, you should first check whether we’ve dispatched it to you:
Please Note: If you can’t find the order in Your Account, it may be that you didn’t place the order. Click “View Basket” at the top of any page and see if the items you wanted to order are still there. If they are, click the “Proceed to Checkout” button and place your order. If you can’t find the order in Your Account or in your shopping basket, please check whether you have ordered using a different e-mail address, or the same e-mail address with a different password.

Not Yet Dispatched
This means your order hasn’t yet entered the dispatch process. Please contact Goddiva Customer Services

7. What if I need to change my delivery address?

If you need to amend the delivery address after the order has been placed please contact customer services within 1 hour. After this point we cannot guarantee that the delivery address will be able to be changed as we cannot cancel an order or change a delivery address once the parcel has been dispatched.

Returns & Refunds

1. What do I do if I need to return an item?

Here at Goddiva we understand that people do change their mind sometimes – it’s only natural. If you receive your item and you feel that you’d like to change it for a different size, colour or alternatively you’d like your money back, just pop it back to us in the post telling us on the delivery note if you’d like an exchange or a refund and we’ll be happy to do this for you. All we ask is that you don’t wear the item (trying it on is fine!) and that you send it back to us in it’s original condition within 14 days from the date of delivery. Don’t worry, your statutory rights won’t be affected.

Please post returned items to the following address: (We recommend returning the goods by registered/insured post since the item is your responsibility until we receive the return)

GODDIVA RETURNS
CG HOUSE
107B Chadwell Heath Lane
Romford RM6 4NP
United Kingdom
***We are sorry but we are unable to accept returns in person to our warehouse due to our health and safety policy.***
Always include the Order & Returns Form with your returned item(s) stating whether you would like an exchange or refund. Please note that we cannot exchange or refund your items without the Order & Returns Form. Should this be misplaced, Don’t panic! If you have mislaid the Order and Returns Form within your parcel and need to return an item or exchange simply click here to download a form which you can manually fill in and send it with your parcel (or) send us an email toinfo@goddiva.co.uk making sure that you include the following information:
1. Your name, address, and contact telephone number
2. Your order number (this can be found in your confirmation of order or order dispatch email).
3. The style number and name of the item you would like to return
4. The reason for return
5. Whether you would like a refund or exchange
6. If you want to exchange the item for something else please provide us with the style number, name, item colour, and size of the product you would like instead.

*Please Note: Exchange or refund requests may be delayed if the paperwork is not received with the returned items.

When returning your items, please remember the following:

  • Returns should be made in the original, undamaged packaging
  • We are not liable for the postage fee for the return of goods
  • We will not be liable for any loss or damage incurred whilst returns are held by third parties
  • Refunds will be made once the items are received by us and a confirmation e-mail will be sent to you
  • Your refund will be credited to the same card with which you made your original payment
  • Refunds can take 7-14 working days to reflect in your account
  • Should you wish to exchange your item/s for a different size or colour, please be sure to indicate so on the Order & Returns Form

 

2. When will I not be eligible for a refund or exchange?

Certain items are non-refundable. We reserve the right to refuse refunds on items if the product is in such a condition that the item needs to be reduced in price for resale. Certain items are non-refundable. When trying on items of clothing, please ensure that you are not wearing perfume or deodorant, as we are unable to accept an item where there is evidence that the item has been worn or damaged or if it has a mark or scent on it.

Refunds will not be granted on the following criteria, and the item/s will be sent back to you:

  • Marked clothing i.e. make up
  • Item has been worn and smells of perfume, deodorant, body odour
  • For hygiene reasons we cannot accept returns for Lingerie, Swimwears, Tights and Pierced Jewelery
  • Tags are not intact
  • Item has not been returned to us within our 14 working day Return Policy (you may be offered an exchange but you must pay the postage cost of us sending you the new item)
  • Items purchased in our clearance/Sale section. (Clearance/Sale items are non-refundable and non-exchangeable)

 

3. How will I tell when you have received my returned item(s)?

We will send you an email notification to let you know when we have received your item. Please note this can take up to 2 days after the item reaches us.

4. How are refunds calculated?

If you are returning an item because of an error on our part or because it is damaged or defective, we will compensate you for the delivery charges incurred in returning the item to us.

All returned items are thoroughly checked by our Quality Control Team.

When you are returning an item we will refund only the cost of the item. We will not refund the cost of delivery charge – Delivery charges are only refundable if the goods delivered are faulty or incorrect.

5. How long do I have to return an item?

You have 14 days from the day of delivery to return your item to us – Don’t worry, your statutory rights won’t be affected. If you don’t return the item within 14 Days you may be offered an exchange or credit on your account.

6. How long does it take to process a return and receive a refund?

A. If you are returning an item to us via first class recorded delivery please allow up to 3 working days for it to reach us. We will send you an email notification to let you know when we have received your item, this can take up to 2 days after the item reaches us. Please then allow up to 14 working days for the refunded amount to reach your bank account.

7. What do I do if my refund doesn’t reach my account or I am refunded the incorrect amount?

Please be aware that it can take up to 14 working days for the refunded amount to reach your bank account once we have sent you successful confirmation of the return. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 2 Working Days).
If the 14 working day period has elapsed and you still haven’t received your refund please contact our customer care team by telephoning 0844 800 3042 or email:info@goddiva.co.uk

For more information visit Goddiva UK

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