•   DELIVERY

  • 1. Where do you deliver to?

    At Goddiva, we want to share our phenomenally creative styles with the world. This is why we deliver to anywhere in the UK, Northern Ireland, Europe and most International destinations.

  • 2.1. How much is UK delivery?

    Below are the rates for our various delivery options;

    Free UK standard delivery for orders over £75 (2-5 working days)
    Standard delivery (2-5 working days) - £4.99 (orders under £75)


    Next Day Delivery:
    £6.99 (UK MAINLAND ONLY)
    Only applicable on orders placed before 1pm (GMT) Monday – Thursday.


    Saturday Delivery:
    £10 (UK MAINLAND ONLY)
    Only applicable on orders place before 1pm (GMT) Friday.

    Postcode restrictions;

    Please note, our Next Day Delivery Service is not guaranteed for certain postcodes. These post codes are listed below, please check to see if you may be affected before placing your order;

    AB, BA17-19, BF, BL11, BT, DD1-11, DG1-16, EL1, FK, GE6-8, GY, HS1-9, HS3, IM, IV1-56, JE, KA1-30, KA27-28, KW1-17, KY1-99, PA1-87, PA20-99, PA41-77, PH17-99, PH1-50, PO29 43 49, TD1-15, TR21-25, ZE1-3, ZZ

  • 2.2. How much is it to deliver outside of the UK?

    • European Standard (Royal Mail) - £12 - £15 (3 – 7 working days
    • European Express (DHL Express) - £20 - £30 (1 – 2 working days) * price is dependent on country*

    • International Standard (Royal Mail) - £12 - £15 (5 – 7 working days)
    • International Express (DHL Express) – £20 - £40 (1-2 days) * price is dependent on country*

    *Please note there may be delays on orders over busy periods i.e. Christmas and bank holidays*

  • 3. How long will it take my order to Arrive?

    United Kingdom:

    UK standard delivery > 2 – 5 working days
    UK Next day delivery > Orders must be placed by 1pm Monday – Thursday for Next Day Delivery.
    Any orders placed after 1pm on Thursday will be delivered on Monday.

    • Any orders placed after 1pm on Thursday will be delivered on Monday.
    • Any orders placed after 1pm Friday will be delivered on Tuesday.

    UK Saturday delivery > Orders must be placed after 1pm Thursday and before 1pm Friday.

    *All UK Deliveries are delivered between the hours of 8am and 6pm*

    European:
    European Standard > 3 – 7 working days
    European Express > 1 – 2 working days

    International:
    International Standard > 5 – 7 working days
    International Express > 1 -2 working days

    Delivery Addresses & Signing for Parcels;

    A signature will be required to acknowledge that a delivery has been made. Please ensure, that you or someone known to you is at your delivery address and is available to sign for the delivery. We will not be responsible where the person signing for the goods is not the person who has placed or paid for the goods.
    If no one is available to accept the delivery, you will receive a calling card, along with an SMS message & email to advise that delivery was attempted along with details of how to rearrange the delivery or to collect from your local depot if you prefer.
    If the order is not collected or delivered within 7 days, the parcel will be returned to Goddiva.
    Please provide a phone number and contactable email address in your account details so you can be contacted if necessary.
    You are responsible for checking the condition of the items delivered (wrong item or damaged) and must highlight any issue within 2 working days upon receipt of delivery by sending us an email to our Customer Service team on info@goddiva.co.uk
    Please note, we are unable to cancel an order once the order has been dispatched. Amending a delivery address can result in a delay in delivery of 24-48 hours.

  • 4. What do I do if there is a problem with my Delivery?

    If your order hasn’t arrived, you’ve received the wrong item or you have any other issues regarding your order, do not fear, we are here to help. Please check the following;

    I have not received my order confirmation;

    Not to panic, please check your spam and junk folders. Sometimes our confirmation emails can slide into your spam and junk folders. If you have checked those folders and the email is not there, just send an email to us on info@goddiva.co.uk with your order number and the email address you used to place the order and we will get one over to you.

    Where is my item?

    If you have received your order confirmation and your tracking information and your parcel has still not arrived, simply go to the website of the courier service used to deliver your parcel and enter your tracking number. If no results show, please contact us on info@goddiva.co.uk


    For any other queries, please send an email to info@goddiva.co.uk

    What if I need to change my delivery address?

    Please ensure your delivery address is correct as discrepancies will result in a delay with your parcel being delivered. Delays may occur if the courier cannot access your address i.e. door number missing or incorrect postcode/street name or for unforeseen circumstances such as adverse weather conditions. If left in the depot for up to 7 days, your order will be sent back to Goddiva and a refund will be issued.

    We do recommend to all customers, if you are thinking of changing your delivery instructions; please try not to select leave in a safe place. If this is something you need to do, please try to leave your order with a neighbour. This prevents any orders going missing.

    Please note, if delivery instructions are changed to leave in a safe place and the parcel does go missing, Goddiva Ltd are not responsible or liable for any loss in item(s).

  • 5. How can I track my order?


    DHL Express;
    You can track your order via the DHL website, just enter your tracking number into the tracking box on their website; https://parcel.dhl.co.uk/track-a-parcel


    DPD;
    You can track your order via the DPD website, just enter your tracking number into the tracking box on their website;https://www.dpd.co.uk

    You can also track your parcel by downloading the DPD app.


    Royal Mail;
    You can simply track your order by going to the Royal Mail track & trace page and entering your tracking number from your returns label – this is also on your receipt provided by the post office (barcode number);https://www.royalmail.com/track-your-item#


  Returns/Refunds

  • 1. What do I do if I need to return an Item?

    At Goddiva, we appreciate that customers may change their mind or a style does not suit them as they want. If you receive an item(s) that you are unsatisfied with, whether it be the colour, shape or length, we will offer you an exchange or your money back.

    • All returns must be sent back to us within 14 days of delivery.
    • Items must be unworn, unwashed with all labels attached.
    • We have the right to refuse a return if we feel the item has been used, or if we notice any marks, odours or if the order is out of the 14 day returns policy.
    • For hygiene reasons we are unable to accept any returns on swimwear.
    • We charge a £3.50 restocking fee for orders which are sent back refunding 5 or more items, this amount will be deducted from your refund amount. This fee is capped at £15 per order.

    How do I return an Item?

    • Fill out the provided returns form stating whether you would like a refund or an exchange. If you have misplaced this then not to worry, just note this down along with your order details and place inside the returns bag.
    • Inside your parcel (UK customers only) you should have a pre-paid returns label, just stick this to the parcel and bring it to the post office. Please obtain your proof of postage just in case your order is lost on its way back to us.
  • 2. When will I not be eligible for a refund or exchange?

    Certain items are non- refundable. We reserve the right to refuse refunds/exchanges on items if the product is not returned to us in a resalable condition. 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 there is a mark or ascent on it.

    Refunds will NOT be granted on the following criteria, and the item(s) will be sent back to you at our own cost:

    • Clothing is marked i.e. make up, debris, dirt marks on the hem & stains.
    • The item has been worn and resembles an odour of perfume, deodorant or body odour.
    • For hygiene reasons, we are unable to accept returns on lingerie, swimwear, tights and pierced jewellery.
    • Tags are not in tact – please ensure all tags are kept on the garment while trying on.
    • The item has been returned to us outside of the 14 working days refund policy.
  • 3. How are refunds calculated?

    If you are refunding at item because of an error on our part i.e. because it is damaged or there is a defect then we will issue a full refund providing the item is sent back to us within 14 days of delivery.
    All returns are thoroughly checked by our Quality Control Team.
    When returning an item, we will refund you the cost of the item. We will not refund the cost of delivery (if paid) – Delivery charges will only be refunded if the goods are delivered faulty or incorrect.
    Please note, we are unable to refund the cost of returns sent back to us.

  • 4. How long do I have to return an item?

    You have 14 days from the date it is delivered to you to send your returns back to us. If you are returning an item back to us using one of our free returns labels, please allow 2 working days for the item(s) to reach us. It takes 7-14 working days for your return to be processed by our quality checking team. Proving the garment(s) are deemed resalable, then a refund will be issued to you. Please note, during the festive season and busier periods, the refund process may take longer than expected.

    Please note, once a refund is issued, it can take various times to reflect into your account, please see the following;

    • If you paid via Credit/Debit Card – the refund can take 3-7 working days depending on your account provider.
    • If you paid via PayPal – It can take 7-14 working days.
  • 5. How long does it take to process my return/exchange and receive a refund?

    We aim to process all returns as quickly as possible. We do ask that you allow 7-14 working days from the date we receive your return for your refund to be processed. Once your refund has been issued, you will receive an email from us letting you know your refund has been issued. It can take up to 7 working days for the money to reflect into your account (this is all dependant on your account provider).
    It can take 7-14 working days from the date we receive your returns for an exchange to be processed, once approved by the quality checking department, then an exchange will be processed.
    *Please note we only offer one exchange per item. Unfortunately, we only offer exchanges on different sizes for the same style. If exchanges are sent back to us for a refund, a £5 restocking fee will be deducted from your refunded amount.

    *Please note, if your returns label is not with the order or has not been filled in correctly, this could have delays in us processing your return.

    How can I track my return?

    DHL Express;
    You can track your order via the DHL website, just enter your tracking number into the tracking box on their website; https://parcel.dhl.co.uk/track-a-parcel


    DPD;
    You can track your order via the DPD website, just enter your tracking number into the tracking box on their website;https://www.dpd.co.uk

    You can also track your parcel by downloading the DPD app.


    Royal Mail;
    You can simply track your order by going to the Royal Mail track & trace page and entering your tracking number from your returns label – this is also on your receipt provided by the post office (barcode number);https://www.royalmail.com/track-your-item#

    European & International Returns;

    Unfortunately, we do not offer a free returns service to any European or International Countries. This means you will have to cover the cost of your postage back to us. Please note, your returned item(s) could take longer getting back to us as they are coming from further destinations. Don’t panic, it will still be processed once it gets to us.
    We do advise that you keep a record of your tracking information for future reference.
    The cost of postage back to us is non-refundable.

  • 6.What do I do if my refund does not reach my account or I am refunded the incorrect amount?

    Please be aware that it can take up to 14 working days for the refunded amount to reach your bank account once we have sent you successful confirmation of the return. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined, the card was lost or stolen or has expired) then please send us an email with your order details and we will send a cheque to your billing address.

    If the 14 working day period has elapsed and you still haven't received your refund please contact our customer care team by telephoning 0844 800 3042 or email: info@goddiva.co.uk

    *Please note, only items for the products are refunded, we do not issue refunds on delivery charges unless discussed with someone from our CS Department.

  • 7. How can I track my return?


    DHL Express;
    You can track your order via the DHL website, just enter your tracking number into the tracking box on their website; https://parcel.dhl.co.uk/track-a-parcel


    DPD;
    You can track your order via the DPD website, just enter your tracking number into the tracking box on their website;https://www.dpd.co.uk

    You can also track your parcel by downloading the DPD app.


    Royal Mail;
    You can simply track your order by going to the Royal Mail track & trace page and entering your tracking number from your returns label – this is also on your receipt provided by the post office (barcode number);https://www.royalmail.com/track-your-item#