FAQs

  • I BOUGHT THE WRONG SIZE. CAN I EXCHANGE MY ITEM?

Yes. Purchased items can only be exchanged with articles of the same model, in a different size, if available. To start the size exchange process, go to the returns section of My Account or go to the returns section as a Guest, and enter your details and the order number. When the process is complete, you will receive confirmation via email that the request for a size exchange has been received. It will include a shipping label and instructions for shipping the item. When the item has been received and processed, we will proceed with shipping of the new item.

 

  • CAN I RECEIVE MY ORDER AT A P.O. BOX, PICK-UP POINT, OR A LOGISTICS SERVICE PROVIDER?

For security reasons, it is not currently possible to send orders to P.O. boxes, pick-up points or a logistics service provider. Please provide an alternative shipping address to receive your order.


  • ARE ALL ITEMS ELIGIBLE FOR RETURN?

These items cannot be returned: sunglasses, fragrances, diffusers, candles, beach items and co-created items.

 

  • HOW SHOULD I PROCEED IN CASE OF A FAULTY ITEM?

If the product you ordered is defective, you can contact Customer Care, who will evaluate your request and assist you with the possible return. We remind you that some items are intentionally designed with a lived-in effect and distressed details. For example, to give an even more worn look, nappa leather sneakers will naturally develop yellowing over time.

 

  • WHAT ARE THE RETURNS COSTS?

The cost to return an item is the same amount as the shipping cost for your order and will be deducted from the total amount refunded to you. See the page on Shipping.

 

  • WHEN AND HOW WILL I RECEIVE THE REFUND?

Once the product has arrived in our warehouses, the item will be checked, and a refund will be issued as soon as possible to the same payment method provided during the purchase.
The time taken for the credit to appear on your account may vary depending on the different payment methods and local banking procedures.

 

  • IF I RECEIVED MY ORDER WITH GIFT WRAPPING, WILL IT BE INCLUDED IN AN EXCHANGE?

Please note that gift wrapping is not included in the exchange process. We recommend keeping the original gift wrapping if you wish to use it again with your replacement item.

 

  • HOW CAN I RETURN AN ITEM THAT I BOUGHT ONLINE?

There are two ways to return a product purchased online:
1) By completing the online return procedure . In this case, you are responsible for scheduling the return pickup date and time.
2) By going to any Golden Goose Store of the country in which you placed the order. Your item(s) will be checked and shipped to the warehouse; once arrived at destination we will proceed with the refund of your purchase.
Please make sure your items are in their original condition, tags and packaging included. If your return does not satisfy the conditions listed, the package will be returned to you and a refund will not be issued.

 

Unfortunately it is not possible to return a customized item.