Deliveries & Returns

INTERNATIONAL CUSTOMERS

Delivery charges are calculated at the checkout stage based on the estimated size and weight of your items. For European Union we use DPD CLASSIC and DHL Express.

For International purchases, we offer either DHL EXPRESS, country dependent but due to recent changes within DHL, we are temporarily unable to ship to Russia or Australia. 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. 

ESTIMATED DELIVERY TIMES AND COSTS

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

We ensure all shipments are shipped on a Delivery Duty Paid basis, which means that all import taxes and duties will be included in the final purchase price. We hate hidden suprises so the price you see is all you will pay.

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

CHRISTMAS RETURNS

For purchases made from 7th December, we are extending the returns period until 12th January 2025.

Returns:

• Return items within 14 days of purchase for a full refund.
• You can return your online order by mail or in-store
• Please declare your return using our returns portal: https://goodhood.returnscenter.com/ if you want a refund when you receive your purchase.
• Once declared you have a further 14 days to return your items
• The processing of your return can take up to 7 working days
• Original shipping fees are non-refundable unless the product is faulty, incorrect, or there are exceptional circumstances.
• Please note that returns can take up to 7 days to be processed once received.

Faulty Items:

• If an item is deemed faulty upon inspection, we will offer a replacement if available. Indicate your preference for a replacement when contacting us at webstore@goodhood.co.uk.
• If a replacement is unavailable, you can choose a credit note or a refund, including shipping costs.
• Refunds to Debit/Credit Cards clear in 1-2 days. Paypal refunds can take up to 30 days due to Paypal regulations.
• Credit notes are valid for 6 months and can be used online or in-store. Contact us at webstore@goodhood.co.uk before using a credit note for an online purchase.

General Conditions:

• Returns outside the 14-day period will not be accepted.
• Please note if we suspect that the goods have been used for styling we may refuse your return and ban you from any future orders.
• You must arrange and pay for return shipping, except for faulty items.
• International customs duties and sales taxes are not refunded for all international orders.
• Items must be returned in their original condition with tags attached. Non-faulty items that have been worn or had tags removed will not be accepted.
• Shoes must be returned in their original packaging.
• For any questions or assistance, please contact us at help@goodhood.co.uk

* 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.  

Please note in-person returns are only accepted at our store on Hanbury Street. Any attempt to return at our warehouse and returns address will be rejected.

STORE RETURNS

Please note, for any in store purchases, all returns/exchanges must be made within 7 days of purchase. Faulty items will be fully refunded if deemed truthfully faulty by the store assistant. If being returned for any other reason an exchange will be offered if possible. If not, the customer will be issued with a credit note to be used within 6 months of issue date.

 * 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.

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 (Please Note: This option is not available while the store is closed due to COVID-19 restrictions). 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. Please be aware that your original shipping fee will not be refunded unless you have received a faulty product, received the wrong item or there are extenuating circumstances.

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 webstore@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 webstore@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.