Deliveries & Returns
DELIVERY
For the European Union we use DPD DIRECT, DPD EXPRESS or DPD CLASSIC dependant on your choice at the checkout stage. For International purchases, we offer either DPD CLASSIC or DPD EXPRESS, country dependent but due to recent changes within DPD, we are temporarily unable to ship to Russia. We apologise for the inconvenience.
Please note, we can not deliver to PO BOX address'. Also, due to health & safety reasons, we cannot ship flammable products or liquids outside of the EU.
From 01/01/2021, there may be additional taxes and duties that are not included in the shipping rates at checkout when shipping to countries within the EU. Goodhood does not take responsibility for any customs fees or charges for EU orders. These customs charges are the sole responsibility of the customer. VAT is charged at 0% on EU sales at checkout.
If you have any further questions relating to shipping to the EU, please contact us at HELP@GOODHOOD.CO.UK
ESTIMATED DELIVERY TIMES AND COSTS
There is currently a delay in shipping all European orders by our chosen carrier. We anticipate orders to ship by Friday 15th January. However, if this changes, we'll update you accordingly.
Please select which service you would like to use at the checkout. Estimated delivery times and exact costs are shown clearly at the checkout. If you would like clarification on shipping prices or times please contact us at help@goodhood.co.uk
UK destinations are shipped on a Delivery Duty Paid basis, which means that all import taxes and duties will be included in the final purchase price.
Please note the Express service to United States, Australia, New Zealand and other international territories is not a Delivery Duty Paid service. Unfortunately, we currently do not offer Delivery Duty Paid services to regions not listed previously. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order. If you have any questions or queries please contact us at help@goodhood.co.uk.
FREE SHIPPING
From time to time The Goodhood Store offers free shipping offers. To be kept up to date and find out when these offers are valid please sign up to our mailing list here. Returned items that have been subject to a free shipping offer and are being returned for a monetary refund not exchanged goods or a credit note will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs.
ONLINE RETURNS
From 01/01/2020, all orders placed before this date will need to adhere to the below instructions:
We are happy to return full price and sale items from our online store (some exclusions apply*) within 14 days of purchase. For purchases made in store, please refer to your printed receipt. You can return your order by simply logging in and registering your returns here , then post/courier the items back to us using the address given in the portal. Please ensure your parcel is clearly labelled with Goods To Be Returned and including your Returns Authorisation Number.
* Please note we do not accept returns on cosmetic products or earrings. Also, we do not accept returns on lingerie & swimwear, unless the hygiene sticker is still intact. This is our company policy for hygiene and safety reasons.
From 01/01/2021, Duties and/or customs paid through your customs agency are considered non-refundable by Goodhood. You will need to reach out to your local customs agency to further process a customs/duties refund if applicable.
IMPORTANT INFORMATION ON RETURNS:
If you wish to return your item and receive a full refund, items need to be posted/couriered back to us within 14 days of being purchased, or you can return your order in store. Subject to stock availability, we can exchange items that are returned to us within 14 days of being purchased by you. Please advise us upon receipt of your purchase if you wish to a refund or exchange and allow 1-2 working days for this to be processed. Please note that all extra postage costs incurred in an exchange are payable by you and return of the new item is subject to us receiving the extra postage costs. Once this is received the new item will be posted within 1-2 working days.
Returned items that have been subject to a free shipping offer and are being returned for a monetary refund not exchanged goods or a credit note will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we at THE GOODHOOD STORE take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting help@goodhood.co.uk about the fault. Returns of faulty goods must be returned to us within 14 days of purchase.
In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to Debit/Credit Cards normally clear in 1/2 days. Refunds to Paypal can take up to 30 days and are subject to Paypal refund regulations. GOODHOOD STORE credit notes are valid for 6 months from the date of issue and can be redeemed on the GOODHOOD WEB STORE or in the GOODHOOD STORE. If you want to purchase from the site with your Credit Note please contact us before making your purchase at help@goodhood.co.uk.
Returns and exchanges received outside the above time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes are not refunded for shipments outside the European Community (EC).
We will only accept returns provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. We will not accept returns for any non-faulty items that have been worn and/or tags removed. Please be aware that shoes must be returned with their original packaging, shoes returned without their original boxes cannot be accepted.
Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.