FAQ

Need help with something? Check out our list of FAQ's. If you don't find what you're looking for, contact us at help@goodhood.co.uk

Orders

- I have received the wrong item, what can I do?
- Can I combine orders or make changes to them after placing them?
- Where is my order?
- Can I change or cancel my order?
- There is a problem with the order I received.
- How do I know if my order was successful?
- Is it safe to order online?
- The item I bought is now in sale, can I get the difference refunded?


Returns

- I've purchased outside of Europe, will my duties be refunded to me if I return an item?
- I'm outside the return period, can I still make a return?
- Can I return any item?
- How do I make an exchange?


Products

- I need specific sizing information, how would I get it?
- Will you be getting more stock?
- Do you have more sizes available?
- Do you price match?


Payments

- Do you offer a VAT discount to non EU customers?
- What currencies can I use?
- What payment methods do you accept?
- Can I order over the phone?
- Do you accept gift vouchers?


Sustainability

- Is Goodhood Committed To Sustainability?
- Where can I find information on Sustainability?



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Orders



I have received the wrong item, what can I do?

On rare occasions, a mistake is made. If this has happened to you, please contact help@goodhood.co.uk


Can I combine orders or make changes to them after placing them?

While we will always endeavour to cater to special requests, we’re not able to guarantee that we can alter your order once it is received. In almost all instances, we’re unable to combine orders as their shipping is calculated based on their volumetric weight and a combined parcel could result in a failed delivery. It is not possible for us to add items to an existing order.


Where is my order?

Should your order have not arrived when you were expecting, please check the following:
Check you have received a dispatch confirmation email from us (including in Junk Mail)
Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel Sign in and check your account on the Goodhood website. Is your delivery address correct? Are your contact details up to date?
Check for text messages, emails and attempted delivery cards from one of our couriers.
Your parcel may be awaiting collection at a local delivery depot or you may need to check that no one else residing at your address or next door has taken receipt of your parcel.
If you still can't locate your parcel then please contact our Customer Services team with your order number to hand.


Can I change or cancel my order?

If your order has been placed, but not dispatched, we will try to make the change or cancellation wherever possible. However, please note, we can make no guarantees to change orders prior to shipping once placed. If you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy.


There is a problem with the order I received

If there is an issue with your order when you receive it please contact us at help@goodhood.co.uk as soon as possible. We will do our best to resolve your issue as quickly as we can.


How do I know if my order was successful?

We will email to confirm your order has been received, and is being processed. You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.


Is it safe to order online?

To prevent unauthorised access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.
To protect your personal information online, we use SLL encryption on all data to and from our website. You can check the security validity by clicking the padlock icon that appears in the URL line of your browser.


The item I bought is now in sale, can I get the difference refunded?

Unfortunately, the extra discount is applied based on the relative sell-through of the products in question, in conjunction with the remaining stock. As such, the further reduction was only triggered because of the sold sizes/units. The understanding being, that if it was reduced further prior to your purchase, you may not have been able to purchase the item, as it would likely be the final unit and have sold-through.
As such, we wouldn’t be able to apply the additional discount.

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Returns



I've purchased outside of Europe - will my duties be refunded to me if I return an item?

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).


I'm outside the return period - can I still make a return?

Returns and exchanges received outside the communicated time frame will not be accepted. For online returns, so long as you have notified us of your intent to make your return, you have an additional 14 days to make your return.


Can I return any item?

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. 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.


How do I make an exchange?

Exchanges are available to UK customers only and are subject to availability at the time the return is processed. Regrettably we're unable to put an item on hold for you. If you would like to secure your item, please make the purchase immediately and request a refund for the item you are returning.




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Products



I need specific sizing infromation, how would I get it?

If you require any assistance with product sizing please contact us via help@goodhood.co.uk
Please note, if you need your sizing request answered urgently, you are advised to call the store directly on +44 (0) 207 729 3600
Footwear size conversions vary from brand to brand so please so please bear this in mind when referring to the conversion charts provided. All sizes listed in the drop down menu you select when choosing your size are in UK sizes and we can only guarantee the UK size.


Will you be getting more stock?

We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible.
On items with a potential restock, select your size from the drop down menu and you will be prompted to enter your email address. We’ll notify you immediately should we restock this item.


Do you have more sizes available?

The sizes online reflect up to date inventory in both the store and webstore. As such, if your desired size is not listed as in stock we will not have available stock in this size.
Occasionally, we may be carrying stock from a new line or replenishment that is not for sale in our store. We endeavour to have the store reflect the inventory of the website as soon as possible.


Do you price match?

We offer a comprehensive price matching service. We work hard to offer our products at a reasonable price and stick to the prices determined by our suppliers. However if you happen to find a product cheaper at another online retailer we will be more than happy to price match. Please follow the below criteria when considering:
The item must be full price and not subject to any promotion or sales offers.
The item must be available for everyone to buy. We will match the price shown online, not including any additional promotional/member discounts or codes.
The item to be price matched has to be identical to the one listed at The Goodhood Store, and currently in-stock on both sites.
We will only price match UK registered companies.
Although we are more than happy to do so in almost all situations, we do reserve the right not to alter our listed price.

To arrange a Price Match, email us at help@goodhood.co.uk and we will seek to arrange your price match as quick as possible.

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Payments



Do you offer a VAT discount to non EU customers?

Yes, if you're shipping destination is a non EU destination then our prices already have VAT removed.


What currencies can I use?

We accept payments in UK Pounds Sterling, US Dollars and Euros.


What payment methods do you accept?

You can pay using all major credit and debit cards and Paypal. You can also pay via gift card, which can be purchased in store and online.


Can I order over the phone?

No, unfortunately we can’t take payment over the phone.


Do you accept gift vouchers?

We accept Goodhood Gift Vouchers in our retail stores and online.
These can be purchased online and in store.

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Sustainability



Is Goodhood Commited To Sustainability?

At Goodhood, we believe climate change is the most pressing concern the world faces. As such, we are building our company ideals around reducing our carbon footprint and the amount of waste we produce Our sustainable mission: To Reduce, Re-use and Recycle.

This year, we’re introducing new mail and carrier bags. Our mail bags will be resealable, which means single-use is out the window - these storage bags can be used over and over again, meaning people can keep them for a lifetime.

As a business we recycle whenever possible and have stopped using plastic bottles in our communal areas, opting for refillable glass bottles instead. Our energy provider is Bulb - they provide us with 100% renewable energy and their gas is 100% carbon neutral. We use First Mile across all areas of the business for recycling and bulky cardboard disposal, we also use them for waste removal at our warehouse. We use DPD to deliver all our online orders, they are committed to making every parcel they send carbon neutral.

While it’s impossible to do everything, small changes over a long period create change, which is why we're constantly looking for ways to rethink and reuse, building a better environment step by step.


Where can I find information on Sustainability?

Goodhood have taken proactive steps to ensure that we are operating in a sustainable and ecologically responsible way.
Full details on our ongoing efforts and future plans are available on a dedicated Sustainability page.

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