Refund policy
Return window. You may request a return within 30 days of delivery. The request must be made within 30 days; we will give you a reasonable time to send the item back once approved.
Condition. Items must be unused, unworn, unwashed, and in original condition and packaging, with all original accessories, labels and tags.
How to start a return. Email support@goldoneshop.com before sending anything back, with your name, order number, the item, and the reason. If approved, we will email return instructions and the correct return address. Please do not send items to the address on the package, to the supplier, or to any other address unless we tell you to. Unapproved returns may not be accepted or refunded.
Return shipping. For standard returns, the customer pays return shipping. If your item arrived damaged, defective or wrong, you will not be charged return shipping. We suggest a trackable method; we cannot be responsible for return packages that are lost in transit or sent to the wrong address.
Damaged, defective or wrong items. Email support@goldoneshop.com within 7 days of delivery with your order number and clear photos or video of the item and packaging. We will review it and offer a replacement or refund. In some cases we may not need the item back.
Refunds.
- After we receive and inspect an approved return, we will email you to say whether your refund is approved.
- Approved refunds go back to your original payment method within 5-10 business days. Your bank or card company may need extra time to show it.
- If it has been more than 15 business days since approval, email support@goldoneshop.com.
- Original shipping: standard shipping is free, so there is no shipping charge to refund. Return shipping costs are not refunded unless the return is due to our error.
Restocking fee. None on approved returns.
Not returnable (unless damaged, defective or wrong):
- Items marked Final Sale
- Gift cards
- Customized or personalized items
- Opened or used personal-care, beauty, health or hygiene items
- Items damaged by misuse or normal wear
Exchanges. We do not offer direct exchanges. The quickest way to get a different item, size or color is to return the original (once approved) and place a new order.
Cancellations. Email support@goldoneshop.com right away. If your order has not entered processing, we will do our best to cancel it for a full refund. Once it is processing or shipped, we cannot promise a cancellation, and the standard return process applies after delivery.
Contact. Email: support@goldoneshop.com.