Returns & Refunds
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 of receiving it. Don't worry, your statutory rights won't be affected.
Please post returned items to the following address:
GODDIVA RETURNS
Level 1
19 Hessel Street
London
E1 2LR
Always include the Delivery Note with your return items stating your
exchange or refund request. Please note that we cannot exchange or
refund your items without the Delivery Note. Should this be misplaced,
please include a note in the package with your full name, address and
order number and a reason for not including the delivery note. Exchange
or refund requests may be delayed if the paperwork is not received with
the returned items.
Refusal of Refund or Exchange Requests
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. Should your exchange request
item not be available, you will be refunded. 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
- Tags are not intact
- Item has not been returned to us within our 14 working day Return
Policy (you may be offered an exchange)
- Items purchased in our clearance section. All
clearance items are non refundable or exchangeable.
When returning your items, please remember the following:
- We recommend returning the goods by registered/insured post
- 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 delivery note.
- One size/colour exchange will be allowed free of charge (per order), any additional exchanges will have an additional shipping cost.
How Refunds Are 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 within 14 days from your purchase, we
will refund only the cost of the item. We will not refund the
cost of delivery charge.
Delivery charges are only refundable is the goods delivered are faulty or incorrect.
PromotionsBUY ONE GET ONE FREE (BOGOF)
From time to time we offer a special buy one get one free promotion.
This offer is limited to items listed within the category buy one get one free (BOGOF).
When purchasing items from this category you will receive the cheapest item free of charge.
If both items are returned, your order will be refunded as per the total amount paid.
If the cheaper, free item is returned you will receive no refund as no cost was paid for this item.
If the more expensive item is returned and the free item is kept you will be charged for this free item. The cost of the item will be deducted from your outstanding refund amount. You will receive a refund for the balance amount.
eg. Purchased the following:
1x Dress = £40.00
1x Dress = £20.00
Paid £40.00 (£20.00 dress is free)
Returned £40.00 dress, refund amount will be £20.00
This promotion cannot be used in conjunction with any other discounts or promotions.
Problem with delivered itemsIf there is a problem with your order you
must notify Goddiva within 2 days of receipt by e-mail,
quoting your order number, name and address, description of the product
and the reason for return, and whether you require a refund or a
replacement. We will then advise you on how to proceed with the
return.
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