DELIVERY


  • 1. Where do you deliver to?

    We deliver across the UK, Europe, and the Rest of the world

  • 2. UK DELIVERY?

    SERVICE TIME FRAME PRICE
    Free worldwide delivery on orders over £95! 3-5 Business days £0.00
    Standard Delivery (under £95) 2-4 Business days £2.99
    Next Business Day before 1pm (Mon-Thurs) 1-2 Business days £4.50

    • Next Business Day Time Frames

    Our next-day service is applicable to orders made before 1pm from Monday to Thursday. If an order is placed before 1pm on Friday, it will be processed on the same day and delivered on Monday. For orders placed after 1pm on Friday, processing and dispatch will occur on Monday, with delivery scheduled for Tuesday!

    1. When ordering from multiple brands, expect separate parcels from different warehouses. You'll only incur one delivery fee.
    2. Shipping fees aren't refundable if delivery is delayed due to adverse weather conditions.
  • 2.1 UK POSTCODE RESTRICTIONS?

    • Our Next Business Day service is not available for the postcodes listed below.
    • Orders with the exception postcodes will be dispatched on a standard delivery service
    UK
    POSTCODE Next Business Day
    BT Not available
    GY Not available
    JE Not available
    AB Not available
    HS Not available
    IV Not available
    KA Not available
    KW Not available
    PA Not available
    PH Not available
    TR Not available
    ZE Not available
    IM Not available
    TD Not available
    PO Not available
  • 3. INTERNATIONAL DELIVERY?

    European delivery time frames

    SERVICE TIME FRAME PRICE
    Free worldwide delivery on orders over £95! 5-7 Business days £0.00
    International standard delivery (Orders under £95) 5-7 Business days £9.90
    Ireland Shipping (Orders under £95) 3-5 Business days £6.99
    European Express 1-2 Business days £35.00

    International delivery time frames

    SERVICE TIME FRAME PRICE
    Free worldwide delivery on orders over £95! 7-10 Business days £0.00
    International standard delivery (Orders under £95) 7-14 Business days £9.90
    Worldwide Express 1-3 Business days £45.00
  • 4. ARE THERE ANY CUSTOMS FEES?

    LOCATION PRICE
    USA & Canada VAT and Duties included
    Europe VAT and Duties included
    UAE & Saudi Arabia VAT and Duties included
    All other locations Additional customs & taxes may be applied by your local courier*

    *Customs charges are determined by the carrier and local regulations. Customers are responsible for all applicable customs charges, which are not covered by Goddiva. For accurate details, we recommend contacting your local customs office to avoid any unexpected delivery fees.

  • 5.THERE IS A PROBLEM WITH MY ORDER?

    If you haven’t received your order confirmation, 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.

    Drop our customer service team an email at info@goddiva.co.uk with your order details and our team will get back to you ASAP to help with your query.

    Support is also available across our social media platforms

  • 5.1. MY ITEM IS FAULTY, DEFECTIVE/INCORRECT?

    Please drop our customer service team an email at info@goddiva.co.uk with your order details and pictures of the fault/error within 48 hours of receiving your faulty and or incorrect item(s).
    A member of our customer care team will help you arrange either a repair, replacement or refund for you.

  • 6. HOW CAN I TRACK MY ORDER?

    When we ship your order we will send you an email with your unique tracking details. You can track your UK orders by going to Royal Mail or DPD track & trace page and entering the tracking number provided. For international orders please follow tracking here

  • 6.1 MY PARCEL IS MISSING/LOST IN TRANSIT?

    If your parcel is missing on delivery and/or is stuck in transit, please contact our CS team info@goddiva.co.uk Please include your order details and your tracking information so our team can help resolve this query in a timely manner.

    Our customer care team will investigate this matter with the courier company involved. In the meantime, please follow your unique tracking number located in your shipping email. Please check with your neighbours or any safe space location on/around your property.


  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. Our full return period is 28 days! We offer free returns for UK customers, international customers must pay to return their orders

    - Maxi dress too long? We can adjust it for you free of charge! Check out our made-to-measure page for more information.

    Should you wish to return your item(s), the following conditions must apply.

    • Items must be sent back within 28 days of receipt
    • Items must be in an unworn condition with all original labels attached.
    • Swimwear, underwear, pierced jewellery, skin care, hair care & makeup are non-refundable for hygiene reasons
    • Shoes must be tried indoors and must not show any signs of any wear
    • Any items which have been washed or have been altered in any way will not be accepted.
    • Items bought from different brands MUST be returned to the correct brand using individual returns labels. Failure to do so will cause a delay in your refund/exchange and may incur an admin fee of £3.
    • Goddiva Marketplace reserves the right to decline a refund or an exchange if any of the above is not adhered to.
  • 2. How can I request to return?

    To create a return please search your order ID, email address and/or the last 4 digits of your mobile phone number to bring up your order details
    https://goddiva.co.uk/pages/returns

    You will then be redirected to our returns portal via Royal Mail to create & print off your label(s) or download your QR code sent by email from Royal Mail
    https://www.royalmail.com/track-my-return/create/2583

    * You will need to generate a separate label per BRAND being returned


    How do I return my parcel

    Repack your return(s) in a waterproof non-see-through packaging.
    Please include the order note inside each parcel. If this has been misplaced, no problem! A note with the following details will also be accepted:
    - order number (can be found on your confirmation email)
    - reason for return (style/size)
    - whether a refund of exchange is required

    Pop your Royal Mail label on the outside of your parcel and drop off at your local post office.
    Or present your QR code to the post office and they will provide you with a prepaid label.
    * We recommend obtaining a postage receipt from the post office for your reference

    International Returns

    International return postage is the responsibility of the customers, we do advise to use a tracked service.
    Please send your returns back to the following address, please include your order number within the package.

    Goddiva Return
    CG HOUSE
    107b Chadwell Heath lane, Romford
    Essex
    RM6 4NP
    United Kingom

    RETURNS via DEBENHAMS

    Simply generate a prepaid returns label via the link below:
    https://www.royalmail.com/track-my-return/create/2583

    Please make sure to include the returns note inside the parcel, if this has been misplaced simply a note with the following details will also be accepted!
    - order number
    - reason for return
    - whether a refund of exchange is required

  • 3. 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, dirty 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 beauty products, ranging from pierced jewellery, make-up, skin care, fragrances, hair products and anything that can be applied to the skin or body. In addition, we will be unable to accept returns on facemasks, lingerie & swimwear
    • Tags are not intact – please ensure all tags are kept on the garment while trying on.
    • The item has been returned to us outside of the 28 days refund & exchange policy.
    • Security ribbon removed or otherwise tampered with
  • 4. How are refunds calculated?

    If you are refunding an 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 28 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 return postage costs of items sent back to us by an alternative returns method

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

    The full return period is 28 days for you to inform us and start the return process via our website.

    If you are returning an item back to us using one of our free returns labels, please allow 8 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. If the items(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.

    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 days depending on your account provider.
    • If you paid via PayPal – It can take 7-14 days
  • 6. HOW LONG DO REFUNDS AND EXCHANGES TAKE?

    Refunds and exchanges can take up to 7-14 working days from the date received back. Once processed you will receive a refund confirmation/exchange confirmation email.

    If you are worried about your return taking slightly longer than expected you can message our customer care team at info@goddiva.co.uk with your order details and a member of our team will investigate your refund for you.

  • 7.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. This time frame is dictated by your bank or card issuer and is outside of our control. 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) You will need to contact your card/account provider.

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

  • 8. How can I track my return?

    UK customers will be able to keep a track of their Royal Mail return using the link below

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

    The return tracking number can be found on the returns label (underneath the barcode) or on the post office postage receipt
    International customers should use a tracked service by a courier of their choice to keep an eye on the progress of their return parcel(s)