FAQ List

Can I cancel my order?

If you need to cancel your order after the it has been placed please contact Customer Care within 1 hour. After this point we cannot guarantee a cancellation as we cannot cancel an order or change a delivery address once the parcel has been dispatched.

Can I return sale items?

Sale items are not eligible for refunds, and cannot be exchanged for another item either.

Can I use the discount code on sale items?

Usually no, however from time to time we may hold special promotions which will allow you to do so.

Do you deliver on Saturdays?

At present we are unable to offer a Saturday delivery service.

Do you deliver to PO Boxes?

We cannot currently deliver items to PO Boxes, due to security reasons.

Do you have a catalogue?

No we do not have a catalogue.

Do you have any High Street stores?

No way! Goddiva is solely an online retailer and plans to stay that way. Why bother with the journey into town, paying for parking, the queues at the checkout and the carrying of bags when you can shop in the comfort of your own living room and have everything delivered to your door step?!

How can I tell if my item has been shipped and when it will arrive?

Please click on the ‘track my order’ link included in the order dispatch email sent. This will take you directly to either the interlink website or to the royal mail website where you can enter the tracking number to obtain your parcel status.
To give you an idea of how long the different delivery services take please see below:

Standard UK Delivery (Royal Mail) 
2-5 working days (delivered within the hours of 7am - 6pm)

UK Next Day Delivery (Interlink)
Next Day (delivered within the hours of 8am - 6pm) when placed before 1pm Mon-Thurs. Please note we don’t currently offer a Saturday delivery service so any orders placed after 1pm on a Friday will be delivered on a Tuesday and if it is a Bank Holiday Monday they will be delivered on Wednesday.

British Isles (Royal Mail International Post)
2-3 working days (delivered within the hours of 8am - 6pm)

Europe (Royal Mail International Post)
5 - 14 working days

USA & Canada (Royal Mail International Post)

10-14 working days

Rest of the world (Royal Mail International Post)
7-14 working days

How can I track my order?

Please click on the ‘track my order’ link included in the order dispatch email sent. This will take you directly to either the interlink website or to the royal mail website where you can enter the tracking number to obtain your parcel status.

How do I keep up to date with all your latest promotions and discounts?

The best way to keep up to date with our latest promotions and discounts is to sign up to our newsletter on the footer of our website. We also publicise our latest news and offers on our facebook page which you can follow by liking us here:Facebook at Goddiva Fashion Dresses or follow us in Twitter 

How do I redeem discount codes?

At the Checkout stage, enter the Discount Code into the Discount Code box and click 'Apply'. If the code is valid your discount will be applied, and the total will be recalculated accordingly.

Only ONE Promo code could be used per order.

How do pre orders work?

We occasionally offer high-demand items on a pre-order basis so that customers can secure one or more of these items before we actually have the item in stock. This means you pay for this item before it becomes available. Your payment will secure your order and we dispatch your items to you as soon as we receive stock - usually within 14-21 days.

How long do I have to return an item and do you have an extended return policy at Christmas?

You have 14 days from the day of delivery to return your item to us - Don't worry, your statutory rights won't be affected. At Christmas when you order between 1st December and 23rd December, You will have until 10th January to return any unsuitable items. Any orders placed on 24th December onwards will be subject to our standard 14 days returns policy.

How long does it take to process a return and receive a refund?

If you are returning an item to us via first class recorded delivery please allow up to 3 working days for it to reach us. We will send you an email notification to let you know when we have received your item, this can take up to 2 days after the item reaches us. Please then allow up to 14 working days for the refunded amount to reach your bank account.

How will I know that you have received my order?

After you hit the ‘Submit Order’ button you will receive a message confirming the Order ID. You will also receive an email as confirmation that the order has been placed. Please allow up to 30 minutes for this email to arrive, and be sure to check your spam folder if you haven’t received it before contacting our Customer Care Team. A second email will be sent once your order has been dispatched by our warehouse.

How will I tell when you have received my returned item(s)?

We will send you an email notification to let you know when we have received your item. Please note this can take up to 2 days after the item reaches us. Please be aware that returning an item to us would take up time(depending on the Shipper it could be between 2 to 10 working days) to reach us.

I have lost my return form. What should I do?

Don’t panic! If you have mislaid the Order and Returns Form within your parcel and need to return an item or exchange,  send us an email toinfo@goddiva.co.uk making sure that you include the following information:
1. Your name, address, and contact telephone number
2. Your order number (this can be found in your confirmation of order or order dispatch email).
3. The style number and name of the item you would like to return
4. The reason for return
5. Whether you would like a refund or exchange
6. If you want to exchange the item for something else please provide us with the style number, name, item colour, and size of the product you would like instead.

Is my payment information safe?

With advances in secure shopping technology online shopping is now safer than it's ever been. At Goddiva we use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
This technology includes the following features:

  • Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
  • Data Integrity - this checks the data being transferred to ensure it has not been altered.
My payment has been declined. What should I do next?

Firstly, make sure that you have put in the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. After this, please contact us with details of any error messages received and we will investigate further. You can do this by telephoning Customer Care on 0844 800 3042 or emailinginfo@goddiva.co.uk.

Returns and Refunds

Please refer to our Delivery & Returns page

What currencies do you accept?

Currently we accept payment in either US Dollars (USD) for american customers and British Sterling (GBP) but if you pay with Paypal can any currency.

What delivery options do you provide and how much do they cost?

Please refer our Delivery & Returns page here 

What do I do if I need more information on a particular product?

We aim to give as much information about our product in the product detail page as possible, however if you have any further queries please contact our Customer Care Team and we will try and find out for you.

What do I do if my parcel doesn’t arrive?

Please contact our Customer Care Team and we can investigate further, and if necessary action a claim with the carrier on your behalf. Please note that this can take up to 21 days to process the claim with the carrier.

What do I do if my refund doesn’t 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 or has expired) we will send a cheque to your billing address within 2 Working Days).
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

What if I am not in when my order is delivered?

If no one is available to accept the delivery you will receive a card to advise that delivery has been attempted with details of how to arrange a re-delivery or to collect from a local depot if you prefer.

If you require the parcel to be delivered to an alternate address an £8 re-consignment fee is applicable. Exchanges will be dispatched via Royal Mail recorded delivery (2-3 days).

If the order is not collected or delivered within 7 days, the parcel will be returned to Goddiva and an additional fee will be charged for the returned consignment for re-delivery.
Please provide a phone number in your account details so you can be contacted if necessary.

What if I forget to apply the discount code?

Unfortunately, we are unable to manually enter discounts after the order has been completed, so please be sure to apply it at the time of ordering.

What if I need to return an item?

Please see our section on delivery & returns for full details of our return policy.

What if I would like to exchange an item instead of getting a refund?

Please be sure to fill out the exchange section of the returns form, detailing the style, size, and colour of the item that you would like to exchange the item for. If the new item is of a different value (i.e cheaper or more expensive) , it is best to contact our customer care team directly who will sort out the additional payment for you or apply a credit to your account. You can contact them on 0844 800 3042 or email: info@goddiva.co.uk.

What is Mastercard SecureCode/ Verified by Visa?

Verified by Visa protects your card against unauthorised use and gives you peace of mind when shopping online.
Once you’ve signed up to Verified by Visa, you’ll be protected whenever you make an online payment with your Visa card at any one of more than 300,000 web sites across Europe.
Verified by Visa involves two quick steps to authenticate your purchase.
First you’ll see the personal message that you provided when you signed up for Verified by Visa and that only you and your bank know about. This lets you know that the security screen you’re seeing is genuine.
Then you’ll be asked to enter your Verified by Visa password.
MasterCard SecureCode is a similar process to verified by Visa which enhances your current MasterCard card with a secret code to protect against unauthorized use of your card when you shop online at participating merchants.

What payment methods do you accept?

We accept the following payment cards: Visa, Visa Debit, Mastercard, Solo, Maestro and Electron. We also accept PayPal payments.

What should I do if I can’t find a product as advertised in the press?

Many of our items featured in the press sell out very quickly. Please contact us with the item code and/or name and we will try and find out if we will be getting more stock in.

What should I do if I receive the wrong item or a faulty item?

We make every effort to make sure that the items you receive are fault free and are as you ordered. If in the very rare event that we send you the wrong item or your item is faulty on arrival please 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.You will need to make sure that you fill in the returns form or make sure that you place a note inside the parcel stating the reason for the return, and you will be refunded the delivery costs as well as the item.

When will I not be eligible for a refund?

Certain items such as sale/clearance items are non-refundable, and cannot be exchanged. 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. 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
  • Evidence of item being worn - e.g. smells of perfume, deodorant, body odour.
  • Tags are not intact
  • Item has not been returned to us within our 14 days Return Policy (you may be offered an exchange)
  • Items purchased in our clearance/Sale section. (Clearance/Sale items are non-refundable and non-exchangeable)
  • Certain items, For hygiene reasons, are non-returnable. This is indicated in the product description.
Where do you deliver to?

Please refer to our Delivery & Returns page 

Will I need to pay the delivery charge to return my items?

Yes you will need to cover the delivery cost of returning your item(s) to us. We recommend using the Royal Mail Recorded delivery service, since the item is your responsibility until it reaches us and we have approved the return.
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.

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 but, It is a must that you include the receipt for the postage charge. 

All returned items are thoroughly checked by our Quality Control Team.