FAQ

Can I order over the phone?

Yes! If you would prefer to speak to one of us directly our office hours are 9am-5pm Monday-Friday. The telephone number is 01792 795972

I have signed up but haven't received a code for my first order?

To receive the 15% off your first order you need to subscribe to the pink pop up form on our front home page. Enter your email and the code will come up on your screen. If you close this pop up it will take another 24 hours to re appear

 

Why have I been charged shipping when it said I would qualify for free shipping?

To receive free shipping your order needs to equal the value of £50. This also applies when you use a discount code against your order. If you order value equals £50 and you are using a discount code, the overall spend is reduced which tells our system you haven't spent the required amount. 

For instance if two items in your basket total £54.70 and your first time 15% discount code is applied this takes the total spend on those items in your basket down by £8.21 resulting in your total spend now being £46.50 which unfortunately means you no longer qualify for the free shipping. 

I have emailed you over the weekend and no reply?

Thanks for your email! Our office hours are 9am-5pm Monday-Friday any queries will be responded to then and accordingly in order of received. We aim to respond within 24/48 hours

Can I change or cancel my order?

Deliveries leave us between 3pm and 4pm Monday to Friday, so if you do want to change something or cancel your order please call or email us before this time.

How do I track my order?

As soon as your order has been fulfilled and dispatched from our warehouse, you will receive an email or text message with your tracking number, with a link to the Royal Mail tracking website. If for any reason there are technical difficulties or you haven't opted for notifications, you can ring or email us for an update. 

I missed off the discount code when ordering?

Unfortunately as soon as your order has been placed, we can not honour any forgotten discount codes. If you have forgotten the discount code, you can email us and we will send you a unique code with discount off your next order.

Can I buy something that's sold out? 

We are all about fast sustainable fashion, and strive to deliver fresh, unique one size clothing for all women. Occasionally, and when possible we restock our best sellers but we can’t always guarantee this. 

To sign up for alerts, there is a sign up box for this when you click through to the desired style  – if it is out of stock it will give you the option to enter your email address. You will then receive an email if and when it comes back into stock. If you get emailed that an item is back in stock and go through to purchase and it isn't available, this could mean there were only small quantity published again. if you miss out again feel free to enter your email again as it is likely that the restock wasn't a big batch. 

We go live every Friday & Monday on our Facebook page, you can also tune in tune in on there every at 4pm, and also keep an eye out on your emails and on our social media

Can you let me know when something is in stock and hold the item for me? 

If you would like to be notified of when items are back in stock, click on the desired style(s) and enter your email address into the black tab. You will then be notified immediately when this style(s) comes back in stock. 
We regret to inform you that we do not have the facility to hold stock for customers, as we use an automated notify me service with hundreds of ladies signed up for re stock alerts. We try and make this as fair as possible. 

 

How long will delivery be?

Orders aim to be dispatched from our warehouse within 3 to 5 working days. If you pay for next day delivery Friday after 3pm or on weekends, we can not dispatch your order until the Monday as our operating hours are Monday to Friday 9am to 5pm.

What is the returns policy?

Please see our returns page.

What should I do if I receive an incorrect or faulty item?

It is very rare that this happens here at Goose Island, but not to worry if it does, we will act promptly to refund or exchange (if possible) your item.

You can call us on 01792 795972 or email us at customerservice@goose-island.co.uk

Why doesn’t the discount code work?

Please check that the discount code has been spelt correctly and that the code is still in date. All of our discount codes require upper case e.g. SALE

*Only one promotional code or offer can be used at any one time*

If you are still experiencing problems please contact us via email or phone. Both of these can be found on the ‘contact us’ page.

Please note, any personal discount codes like the first time customer code, is strictly to be kept to your own knowledge, and sharing this code with anyone else without them taking the necessary actions is braking our rules and regulations.

How do I check my loyalty points?

To check your loyalty points, log into your rewards account using the bottom right tab at the bottom of the website. It will bring up your account details & order history, click back onto the tab for current rewards & points. Log in and you can check rewards & referrals. 

How will I know if you’ve received my order?

You will receive a confirmation order notification via email or text once we have received it. If you have placed an order and still haven't received confirmation, you can contact us where we will promptly look into this.

What payment methods do you accept?

We accept Visa, American Express, PayPal, Master card, Apple Pay and Shopify Payment.

What size is one size?

A lot of our styles are one size, however, these do vary. In the product description for each of our products we have put the suggested sizes that we think each product will be the best fit. One size is Goose Island! 

Can I redeem a gift voucher online?

Yes, if it was purchased online. We can not accept store vouchers online.