FAQ List

 

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

Can I return sale items?

Yes, you can return sale items. Any items purchased in sale must be sent back to us within 14 days of the date that you received it. A refund will be issued providing the garment is in its original condition and packaging.

Can I use the discount code on sale items?

Unfortunately, we do not offer additional discounts on top of our sale items.

Do you deliver on Weekends?

Unfortunately, we do not offer a weekend delivery service. Anything placed for next day delivery on a Friday will be delivered on Monday.

Do you have a catalogue?

At present, we do not have a catalogue, but you can keep up to date with what’s new by subscribing to our newsletters.

Do you have any stores where I can see the items and try them on?

Unfortunately, we are an online only based company. By all means, you can place an order for your desired dress and if it is not suitable then we will offer you a full refund within 14 days of your delivery date.

I tried to contact your customer service department, but I did not get no response.

Please note we are available via telephone and email Monday – Friday between the hours of 9.30am and 5pm. Our customer service team will get back to you as soon as possible. Over festive periods, please allow 14 working days for someone from our customer service team to get back in contact with you.

I placed my order, but I have not got my order confirmation email

Not to worry, our emails like to go on little adventures into your spam or junk folders, please check these folders and if they are still not there then please contact us on along with the email address you used to place the order to info@goddiva.co.uk and we’ll get one over to you as possible.

It won’t allow my billing and shipping address to be different;

Do not panic, this is simply to ensure that all orders are authentic. In order to change your shipping addresses just simply send an email toinfo@goddiva.co.uk and we can get this changed for you as soon as possible. Please note, any orders placed after 5pm will be changed from 9.30am the next day. Any orders placed over the weekend will be changed from 9.30am the next working day, just send an email over to us with your order number, email address used to place the order and the address you wish to change.

When placing your order, your address must be entered as your billing address only, this is for shipping as well, failure to do this may result in your order not being processed and dispatched. We are only able to make amendments to the shipping address within 30 mins of the order being place. Amendments will not be made on billing addresses.

I can’t track my parcel

If you are a UK customer, you should have received your tracking information via text message from Interlink (DPD). On the day of delivery, you will receive a text message giving you an hour time slot for when you should expect your parcel. For all Northern Ireland, European and International customers, please note, your tracking information will be emailed to you. With this, you can track your parcel by going to the track & trace section on the royal mail website. You can always continue the tracking of the parcel once it has been handed over to the delivery partner.

https://www.royalmail.com/track-your-item

How do pre orders work?

We occasionally offer high-demand items on a pre-order I can’t track my parcelbasis 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 can I tell if my item has been shipped and when it will arrive?

Once your order has been dispatched from our warehouse, you will receive a text/email from the provided courier service. This will include your tracking number and a link for you to track your order.

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

There are a few ways for you to keep up to date with what’s happening with Goddiva;

  • Sign up to our newsletters, find the link on our landing page
  • Follow us on Twitter, Instagram and Facebook – just search for Goddiva Fashion (Don’t forget to follow and like our posts)
How do I redeem discount codes?

Once you have selected your desired dress(es), simply go to the check out page, there you will find a discount code box, enter the code and click ‘apply’ – its that simple

Please note, weekend promotion codes are only valid on the date stated (usually Sunday Midnight) after this time the code will no longer apply.

I Placed my order last night and today there is a discount code, can this be applied to my order?

Unfortunately, once the order is placed, we are unable to add the discounted code to the order. Only orders placed within the time frame for the promotion can have the discount code applied.

How long do I have to return an item & is there an extended period over Christmas?

You have 14 days from the date of the delivery to return your item to us. Don’t worry, your statutory rights will not be affected. Please ensure, if you are using one of our free return’s labels, to make note of the barcode number, this will come in handy if you need to track your parcel.Over the Christmas period, we do extend our policy, giving customers up to 21 days from the date it is received to have it back to us.

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

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.

Our free returns labels are provided by Royal Mail and are 48 hour tracked labels. However, it may be the possibility that your parcel can take up to 8 days to reach us due to busier periods, this may result in a delay in your refund or exchange.

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.
How do I know if my returns have been received by Goddiva?

When using the free returns label, please make note of the barcode number. You can use this number to track your parcel back to us. You will need to enter the barcode number into the track and trace section on the Royal Mail page.

It can take 7-14 working days from the date we received it back for a refund or an exchange to be processed.

I have lost/misplaced my returns form;

That’s fine, all you will need to do is simply write the following on a sheet of paper; your order number

  • The email address you used to place the order
  • The product code(s) of the dress(es) you are returning/ exchanging
  • The reason why you are returning
  • Whether you would like a refund or exchange.

It’s that simple.

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 calling our Customer Service Team on 0844 800 3042 or emailing info@goddiva.co.uk

Can I pay in another currency?

Of course, you can. Place your order as normal, enter your bank details and click ‘place order’. The joys about online shopping is that your account provider will automatically convert the currency giving you the best exchange rate at the time.

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/text 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.
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.

Please note, any changes in address or failures to be home for the delivery can delay your delivery between 24-48 hours as the parcel will be returned to the depot and re-labelled for another delivery.

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

If you have sent an item back for a refund but then decide you want an exchange instead, then please contact our Customer Service Team on info@goddiva.co.uk as soon as possible. Please state in the email;

  • Your order number and email address you used to place the order
  • What you want to exchange the time for – product code and colour

Please note, all exchanges must be of the same value of the item in the original order.

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 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 the delivery of your order by e-mail, quoting your order number, email address used to place the order, your name and a description of the product (product code) 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 or exchange?

Certain items are non- refundable. We reserve the right to refuse refunds/exchanges on items if the product is 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 a scent 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.

If you have any queries about this, then please send an email over to info@goddiva.co.uk

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

If you are a UK resident, then we offer free returns labels inside your parcel. If you did not receive one then please go to our delivery & returns page where there is a link to generate your own label.

For any customers who reside outside of the UK, you will have to cover the cost of the postage/shipping back to us. Unfortunately, this is not refundable.

Please note, any UK customers who do pay for the delivery charge back to us, we will be unable to offer a refund for this. All information about the free returns is on our website, and we will not be liable for any costs of returns.

I have sent an item back for refund/exchange/faulty, and it has been sent back to me, why is this?

Please note, all items returned back to us, whether for a refund, exchange or if the item is faulty will have to go through to our quality checking department. If we feel the item is not in a resaleable condition, or the fault is not one from the manufacturer then we will be sending the item(s) back to you at our own cost.