HELP CENTRE

Search our FAQ's for additional information

  • RETURNS
  • DELIVERY
  • ORDERS
  • INTERNATIONAL
  • DISCOUNTS & PROMOTIONS
  • PAYMENT QUERIES
  • ACCOUNTS
  • GENERAL ENQUIRIES
  • STOCK
  • CONTACT US
  • RETURNS

    What is the returns policy?

    Goddiva provides a 28 day return policy from the date the order is received.
    For international returns customers must cover the return shipping costs for returning their orders back to Goddiva.

    How do I return my order?

    To return your Goddiva order, please visit our returns portal you will need your Goddiva order ID, email and or your mobile number.

    I have lost/misplaced my returns form

    No problem! Just note down the following on a sheet of paper:
    ▫ Your order number
    ▫ The email address used for the order
    ▫ Product code(s) of the dress(es) you're returning/exchanging
    ▫ Reason for the return
    ▫ Preference for refund or exchange

    The return portal isn't working/order not found

    First of all, please make sure you made your order via the Goddiva.co.uk site, and not one of our partner marketplaces; SilkFred, Yumi, secretsales. Any returns for orders made on these platforms will need to be processed on the relevant platform.


    Please make sure you are using your Goddiva order ID starting with a #(hashtag) you will also need either the email address or phone number used to place the order

    If your order was made through Debenhams, you will need your Goddiva order ID and phone number to proceed through our returns portal.

    Once your return has been logged you will be redirected to Royal Mail

    Ensure that you include the returns note inside the parcel. In case it's misplaced, a note with the following details will suffice:

    ▫ Order number (located on your packing slip/ email confirmation)
    ▫ Reason for return
    ▫ Whether you are requesting a refund or an exchange

    How long do returns take?

    It can take 5-10 business days (excluding weekends & Public Holidays) from the date delivered back to us for a refund to be issued. Once your refund is processed, you will receive an email notifying you. To track the date your order arrived back please use Royal Mail linked below

    Track and Trace - Track your Item | Royal Mail Group Ltd

    Why is my order only partially refunded?

    If you have ordered from more than one brand, the returns are handled individually by each retailer. Consequently, the timing of each refund appearing in your account may vary. You will receive a refund confirmation per item/style returned

    Refunds will be issued once each brand has received and authorised your returns.

    If you feel you are missing a refund, please drop our CS team (info@goddiva.co.uk) a message with your order number and details of your missing return amount.

    Our team are happy to help resolve any customer queries

    Why was my return refused?

    Goddiva specialises in occasion wear which is at times a single use item, each return parcel and item is thoroughly checked and approved before a refund is actioned. This process takes 5-10 business days from the date received

    If your returned item does not meet our return criteria outlined below, your return will be refused and your item(s) returned to you

    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 face masks, 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 working days refund policy.
    ▫ Security ribbon removed or otherwise tampered with

    Why has my order been refunded?

    We apologise if an item in your order has been refunded. Occasionally, items become unavailable due to high demand. If this occurs, we'll contact you to confirm any changes. Other items in the order will be shipped, and the out-of-stock item refunded. Please note, dispatched items cannot be cancelled.

    Can I return sale items?

    Yes, you can return sale items! Any items purchased in sale must be sent back to us within 28 days of delivery. A refund will be issued providing the garment is in its original condition and packaging. https://goddiva.co.uk/pages/delivery-returns

    Can I return or exchange a product?

    We have a return and exchange policy in place. If you are not satisfied with your purchase, you may be eligible for a return or exchange within a 28 day time frame. Please visit our returns portal to start your exchange

    https://goddiva.co.uk/pages/returns

    The details and conditions for returns and exchanges can be found on our website

    https://goddiva.co.uk/pages/delivery-returns

    Returns outside of the returns policy?

    You have 28 days from the date the order is received to initiate a return on our returns portal. We cannot accept returns outside of the 28 days return and exchange policy. After the 28 day return period has lapsed you will no longer be able to register a return through our returns portal.

  • DELIVERY

    How do I track my order?

    You will find your unique tracking number and courier link in your shipping confirmation email. Please double check your spam/junk folders if you can’t see the email in your main inbox. If no results show, please contact us on info@goddiva.co.uk

    You can track your order by going to the couriers track & trace page and entering the tracking number within your email

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

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

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

    Seko
    https://track.omniparcel.com/

    Do you offer UK next day delivery?

    Our next business day service (£4.50) is available on orders placed before 1pm Monday to Thursday.

    If an order is placed before 1pm on Friday then it will be processed the same day and delivered on Monday.

    If any order is placed after 1pm on a Friday then it will be processed and dispatched on the Monday and delivered on Tuesday.

    This information can be found on our delivery and returns page on our website; https://goddiva.co.uk/pages/delivery-returns

    What is UK standard delivery

    Goddiva dispatching takes place Mon-Fri. Orders placed via standard delivery (£2.99) will be shipped by Royal Mail and delivered within our 3-5 days delivery time frame.

    Once your order has been dispatched you will receive tracking information via email & SMS.

    What does partial fulfilment mean?

    Marketplace styles are not dispatched directly by Goddiva. They are shipped by the individual brands out to your location, so your order might be listed as partially fulfilled until all your items have been dispatched.

    If your full order has not arrived within the specified delivery time frame please contact our CS team (info@goddiva.co.uk) With your order details. Our team will chase the brand directly and confirm and ETA/shipping confirmation.

    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 redelivery or to collect from a local depot if you prefer

    https://www.royalmail.com/receiving-mail/redelivery


    https://www.dpd.com/nl/en/receiving/not-at-home/

    If the order is not collected or delivered within 7 days, the parcel will be returned to Goddiva and processed as a return upon delivery

    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.

    *If you choose to have your parcel delivered to a safe place location you accept full responsibility for the delivery incase of loss or damage.

    My order hasn't been received but the status is delivered?

    If your order tracking is showing as delivered but hasn't arrived. Here's what you can do in such a situation:

    1.Check with neighbours or household members: Sometimes, the carrier may have left the package with a neighbour or someone else in your household. Check with them to see if they have received the package on your behalf

    2. Double-check the delivery status: Verify the delivery status of your order by checking the tracking information provided in your shipment email. Sometimes, there can be a discrepancy in the tracking system, or the package may have been marked as delivered in error. Make sure to review the tracking details thoroughly.

    3. Reach out to Goddiva! If you've followed the above steps and still haven't located your package, contact our customer service team (info@goddiva.co.uk) Explain the situation and provide our team with the relevant details, including your order number and tracking information. We can assist you further by contacting the carrier or initiating a replacement or process a refund if necessary.

    Why is my order late?

    If your order has exceeded the estimated delivery date, you can find the reason for its delay on your order tracker. Additionally, please check your emails in case the courier has requested additional delivery details.

    For further assistance, simply alert our customer care team (info@goddiva.co.uk) providing your order details

  • ORDERS

    How do I cancel or modify my order?

    Our dispatching team is working on your order immediately to ensure a quick shipment! Unfortunately this means we can not edit the details in your order. If you would like to request a cancellation please email our CS team at info@goddiva.co.uk with your order details.

    I placed an order, but I have not received 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 shipping address you used to place the order to info@goddiva.co.uk and we’ll get one over to you as soon as possible.

    Can I change the shipping address on my order?

    Regrettably we are unable to change the shipping or billing address on an order once it's been placed. This is for security reasons and to avoid fraudulent charges. If you have made a mistake on your order please contact our customer service team info@goddiva.co.uk with your order details. Our team will cancel and refund the order where applicable.

    There are missing items from my order?

    If you have ordered from more than one brand the items will arrive separately, as each brand is dispatched by the retailer. You will receive a shipping email per brand ordered.

    If you have ordered from only one brand and you are missing an item, please do not worry! Simply send your order details over to info@goddiva.co.uk with an image of your packing slip, so that our dispatching team can investigate and help resolve the error

    Incorrect Item received?

    Sometimes mistakes can happen and you may receive the incorrect item in your order!

    Please don't panic! We take full responsibility for these dispatching errors, and we understand how important it is for you to receive the correct item promptly.

    To rectify the situation, our team will arrange for the correct item to be shipped to you immediately. Simply alert our customer care team (info@goddiva.co.uk) providing your order details and the information of the item received in error.

    To ensure a smooth replacement process, we kindly request the following from you:

    1. Pack the incorrect item securely in its original packaging, if possible.
    2. Attach the return label that our CS team will provide to the package.
    3. Drop off the package at your nearest location or schedule a pickup at your convenience

    Once we receive the incorrect item back, our team will expedite the shipment of the correct item to you.

    My marketplace order hasn't arrived yet?

    Our partner brands are shipped individually from the retailer, so items in your order may arrive separately. You'll receive a shipment email for each brand with a unique tracking number. Due to inventory updates by brands, there may be communication delays. If a style goes out of stock before your order is shipped, we'll cancel it and refund the original payment method.

    Where is my order?

    Once your order has been dispatched you will receive a shipment email containing your unique tracking number! Please double check your spam/junk folder for this email. This tracking number will allow you to follow your parcel as it makes its way through the transit network! Please note, it can take a day or two for the tracking details to be updated on the system, if you don't see your parcel information straight away please check again after 24-48 hours.

    Please see our delivery and returns page for all the estimated delivery time frames

    https://goddiva.co.uk/pages/delivery-returns

    How do pre-orders work?

    Certain styles on our website are available for pre-order, as indicated in the product description. This allows you to purchase the item before it's in stock. Your payment secures your order, and we'll dispatch your items promptly upon receiving stock, typically within 7-14 working days. Once your order has been shipped you will receive a shipment email with your unique tracking code.

    What if I receive a damaged or defective item?

    We apologise for any inconvenience caused by receiving a damaged or defective item. We understand that this can be frustrating, and we want to assure you that we are here to help resolve this issue for you.

    If you have received a damaged or defective item, please reach out to our customer service team as soon as possible (info@goddiva.co.uk) Provide them with details about the issue, including the order number, a description of the damage or defect, and any supporting evidence such as photographs if available. This will assist us in quickly assessing the situation and finding the best solution for you.

    Our customer service team will guide you through the return or exchange process for the damaged or defective item. Depending on the situation, we may offer a replacement, a refund, or another suitable resolution to ensure your satisfaction.

    Order has not been received?

    We understand that it can be frustrating when the tracking information shows that your order has been delivered, but you haven't received it. In such situations, here are a few steps you can take:

    1. Verify the delivery address: Double-check the shipping address you provided to ensure it is correct and matches the one on the tracking information. Sometimes, incorrect addresses or incomplete information can lead to delivery errors.

    2. Contact the shipping carrier: Reach out to the shipping carrier responsible for delivering your package. Provide them with the tracking number and explain the situation. They may be able to investigate further, provide additional information, or initiate a search for your package.

    3. Check with neighbours or building management: In some cases, the package may have been delivered to a neighbour or received by the building management. Check with them to see if they have any information about the delivery.

    4. File a claim or report: If you are unable to locate your package or resolve the issue with the shipping carrier, you may need to file a claim or report the missing package. Contact our CS team (info@goddiva.co.uk) and explain the situation. We will be able to assist you in filing a claim or initiating an investigation into the missing package.

    5. Remember to remain calm and patient throughout the process, as it may take some time to resolve the situation. The shipping carrier and Goddiva will do our best to assist you in locat ing the package and finding a satisfactory resolution.

  • INTERNATIONAL

    What are your International delivery options?

    Europe

    Service Time Frame Price
    Free Worldwide Delivery on orders over £95! 5-7 Business Days £0.00
    International Standard Delivery £9.90 (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

    Service Time Frame Price
    Free Worldwide Delivery on orders over £95! 7-10 Business Days £0.00
    International Standard Delivery £9.90 (orders under £95) 7-14 Business Days £9.90
    WORLDWIDE EXPRESS 1-3 Business Days £45.00

    Can I pay in another currency?

    Goddiva accepts payments in GBP, Euro’s and US dollars

    Are there additional charges for international customers?

    Goddiva covers customs charges for EU, USA, Canada, Australia, New Zealand, UAE & Saudi Arabia. Orders outside these locations are subject to additional custom charges

    https://goddiva.co.uk/pages/duties-vat-info

    International returns?

    Want to return an item from outside of the UK?
    European/International return postage is the responsibility of the customers.
    We advise you to use a tracked courier service
    Please include a note with the returns stating the following:


    ▫ Order number
    ▫ Reason for return
    ▫ Whether you require a refund or exchange


    Please send your returns back to the following address


    Goddiva Returns
    CG HOUSE
    107b Chadwell Heath lane, Romford
    Essex RM6 4NP
    United Kingdom

    International Marketplace orders

    Unfortunately it is only Goddiva branded styles that are able to ship internationally. If you have one of our marketplace brands in your basket, the order will not proceed through the checkout process

    International order delays

    International delivery delays can be frustrating, especially when you are eagerly awaiting a package or shipment. There are several reasons why international deliveries can be delayed, including:

    ▫ Customs clearance: Packages need to go through customs clearance procedures in the destination country, which can take time.
    ▫ Weather conditions: Extreme weather conditions such as snowstorms, hurricanes, and floods can delay shipments.
    ▫ Transportation issues: Transportation delays such as flight cancellations, truck breakdowns, or traffic congestion can cause delays.

    If your package is delayed, the first step is to check the tracking information provided in your shipping email. This will give you an idea of where your package is and when you can expect it to arrive. If the delay is caused by customs clearance, you may need to contact the shipping company or the customs department to get more information.

    Unfortunately, there is little you can do to speed up the delivery process once the package is in transit. If you feel your parcel is lost in transit please contact our CS team (info@goddiva.co.uk) so we can resolve this error

  • DISCOUNTS & PROMOTIONS

    Can I use the discount code on sale items?

    Unfortunately, we do not offer additional discounts on top of our sale items. Only one discount code can be applied per order. Discounts are valid on all full price Goddiva items only.

    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’ – it's that simple. Discounts are valid on all full price Goddiva items only.

    Please note, promotion codes are only valid on the date stated, after this time the code will no longer apply.

    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 here
    ▫ Follow us on X (Twitter), Instagram and Facebook – just search for Goddiva Fashion (Don’t
    forget to follow and like our posts)

    Do you have an NHS & Essential workers discount?

    Yes! Goddiva offers discounts for specific sectors. Please follow the link for further details and T's & C's
    https://goddiva.co.uk/pages/nhs-discount

    Do you have a student discount ?

    Here at Goddiva we offer a variety of student and youth discounts. Please follow the link for further details and T's & C's

    https://goddiva.co.uk/pages/student-youth-discount

  • PAYMENT QUERIES

    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. The payment may have been declined for the following reasons.

    ▫ The postcode/zip is incorrect
    ▫ The billing name/address doesn't match the cardholders.
    ▫ The payment info is incorrect/incomplete
    ▫ You have tried to place a high volume of purchases in a short space of time.
    ▫ You have insufficient funds on the card you are attempting to use

    Please 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 emailing Customer Service Team info@goddiva.co.uk

    *Declined payments are temporarily held as pending by your account/card provider before being returned back to you.

    Refunds to cancelled/expired payment methods

    Refunds can only be sent back to the original payment method used in the original charge. It’s not possible to send a refund to a different destination (e.g: another card or bank account) Refunds to expired or cancelled cards are handled by the customer’s card issuer and, in most cases, credited to the customer’s replacement card. If no replacement exists, the card issuer usually delivers the refund to the customer using an alternate method (e.g., cheque or bank account deposit)

    Do you have the Clearpay payments option?

    The Clearpay payment option is available at our checkout page

    Please follow the link for further details and T's & C's
    https://www.clearpay.co.uk/en-GB/how-it-works

    Do you have the layby payments option?

    The Layby payment option is available at our checkout page. Please follow the link for further details and T's & C's

    https://goddiva.co.uk/pages/laybuy

  • ACCOUNTS

    I am unable to login?

    Sorry to hear you are unable to login! Have you tried our forgotten password link? If you have not received your reset password email, it might be the case that your order was placed as a guest!

    In such cases you will need to register for a Goddiva customer account

    Do you have a customer loyalty program?

    At Goddiva we really appreciate our customers and all your support!

    If you sign up for a customer account, you will begin to collect VIP points with every order you place!

    You will receive points for the following:
    ▫ 50 VIP Points
    ▫ 5 VIP Points for every £1 spent
    ▫ 300 VIP Points on your Birthday

    Follow on Instagram
    ▫ 30 VIP Points

    Like us on Facebook
    ▫ 25 VIP Points

    Once you collect enough points you will be able to redeem these for different rewards!

    Don't worry you'll be notified by email once you have enough points to use your discounts on your next order

    ▫ 1400 VIP Pts = £15 off coupon
    ▫ 1900 VIP Pts = £20 off coupon
    ▫ 900 VIP Pts = £10 off coupon
    ▫ 450 VIP Pts = £5 off coupon

  • GENERAL ENQUIRIES

    What payment methods do you accept?

    We accept various payment methods, including all major credit/debit cards, PayPal, amazon pay & clearpay. The specific payment options available may vary depending on your location and the platform through which you are making the purchase.


    At checkout, you will see the available payment methods for your order.

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

    Goddiva is an online brand only. By all means, you can place an order for your desired style and if it is not suitable then we will offer you a full refund within 28 days of your delivery date.

    Do you have a newsletter?

    Yes! You can keep up to date with all the latest new ins, discounts, promotions and style tips! Simple subscribe through the link below

    https://goddiva.co.uk/pages/subscribe

    What do I do if I can't place an order?

    Please, contact info@goddiva.co.uk with your name, shipping address and the SKU of the style(s) you’d like to purchase. Our team will assist you further

  • STOCK

    Out of stock styles?

    All our available colours and sizes are listed on the website. If you can not find what you are looking for we offer back in stock notifications! Simply subscribe on the product page by selecting the out of stock style. You will be prompted to add your email address for the notifications.

    All our amazing new ins are uploaded every Monday!

    What happens if an item I ordered is out of stock?

    We understand that it can be disappointing to learn that an item you ordered is out of stock, and we apologise for any inconvenience this may have caused.


    In the event that an item you ordered is out of stock, we take the following steps to address the situation:


    Notification: Our team will promptly notify you via email regarding the out-of-stock item. We will provide you with information on the specific item that is unavailable and issue you with a full refund back onto the original payment method

    Do you have a size guide for your clothing?

    All our styles are sold in UK standard sizing, there is a size chart available on the product page and through the link below

    https://goddiva.co.uk/pages/sizeguide-washcare

  • CONTACT US

    What times are the customer service team available?

    Our customer service team are available by email and across our socials

    We strive to respond to all inquiries promptly during our operational hours, outside of hours responses may take up to 48-72 hrs

    Our Customer Service Team's Operating Hours:

    Monday-Friday: 9:30am - 5:30pm
    Saturday-Sunday: CLOSED (including Public Holidays)

    https://goddiva.co.uk/pages/contact-us