DELIVERY

*Please note that there are severe delays for international delivery to Israel. Unfortunately your order may take longer than expected to arrive, so please leave enough time for your delivery
https://www.royalmail.com/international-incident-bulletin

🎄🎄 Looking to order in time for Christmas or New Years? Click below on "How long will it take for my order to arrive?" for more details 🎄🎄

• 1. Where do you deliver to?

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

• 2.1. How much is UK delivery?

  • Free Worldwide delivery on orders over £95
  • International standard delivery: £9.90 (Orders under £95)
  • UK Next business day delivery - £6.99 (Available for Goddiva orders from Monday-Thursday only orders must be placed before 12pm)
  • *Bank holidays/public holidays excluded
  • UK Standard/Free delivery - £4.50 (Orders under £95)

  * Please note, when ordering from more than one brand, your parcel will be delivered in different parcels due to the items being sent from different warehouses.

  * The shipping fee is not eligible for a refund if the delivery timeframe has been delayed by public holidays, adverse weather conditions and/or traffic conditions.

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

  • International standard delivery: £9.90 (Orders under £95)
  • Free worldwide delivery on orders over £95

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

  United Kingdom:

  UK standard delivery > 3 – 5 working days
  
  Next Day orders placed after 12pm on Thursday will be delivered on the following Monday.

  • Next Day orders placed after 12pm on Thursday will be delivered on Monday.
  • Next Day orders placed after 12pm Friday will be delivered on Tuesday.

  *Next day delivery is only available for the Goddiva brand. These styles include; City Goddess, Danaya and Cosmo Chic 

  European:
  EU: 5-7 working days (mainland)
  European offshore and non EU: 7-10 Business days

  International:
  International Standard

  • US: 7-14 working days
  • ROW: 14-20 working days

  Christmas delivery schedule 2023

  At Goddiva we want to ensure your orders arrive on time for Christmas

  Please check the last dispatching dates for Christmas delivery below

  • UK Standard delivery order by 18/12/23
  • UK Next business day delivery order by 20/12/23 before 12pm

  • European standard delivery order by 15/12/23
  • European express delivery please order by the 20/12/23

  • Row standard delivery order by the 08/12/23
  • Row express delivery order by the 18/12/23 before 12pm

  NYE delivery schedule 2023

  At Goddiva we want to ensure your orders arrive on time for your New Years party!

  Please check the last dispatching dates for NYE delivery below

  • UK Standard delivery order by 21/12/23
  • UK Next business day delivery order by 22/12/23 before 12pm

  • European standard delivery order by 15/12/23
  • European express delivery please order by the 22/12/23

  • Row standard delivery order by the 15/12/23
  • Row express delivery order by the 22/12/23 before 12pm

  *Please note these time frames are advisory and are not guaranteed, we always recommend to leave enough time for delivery to avoid disappointment

  Orders placed after 12pm 29/12/23 will not be shipped until 03/01/24

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

  What should be done if I have received a faulty/incorrect item in my order?

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

• 5. How can I track my order?

  When we ship your order we will send you an email with your tracking details.You can track your order by going to the couriers track & trace page and entering the tracking number provided

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

  DPD:
  https://track.dpd.co.uk/

  Evri:
  https://www.evri.com/track-a-parcel

  Parcel2go:
  https://www.parcel2go.com/

  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)