Returns

Thank you for shopping with us at Goose Island. We endeavour to do all that we can to hope you love your purchase(s). However, if you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 14 days of receipt, provided they are in original condition with tags intact. Once items are returned you will be entitled to receive a refund. For item(s) returned after this time we reserve the right to return the item(s) to you. 

We are not able to refund items that appear to have been worn, washed, are not in original condition. Every aspect of the garment must be free from signs of wear and odour.

Please be advised we DO NOT accept website returns back to our retail stores or pop-up locations.  

Please follow the information below on returning items - should you have a query please email us on sales@goose-island.co.uk we aim to reply within a few hours. Should you wish to telephone us regarding your return our customer service number is 01792 795972, however, due to COVID-19 we have a very small team working at present and your query may take longer to be dealt with than usual.

How to Return:

If you choose to return your item(s) we aim to process your return within 14 working days of receipt, however in exceptionally busy periods (such as during sales) this may take up to 21 days.  

UK

Simply complete the provided Returns Form enclosed with your order stating the reason for the return and enclose within your package. 

Please return your item(s) using a recorded delivery service for your own insurance ensuring postage is pre-paid to the following address:

Returns Department,
Goose Island,
14 Gilsea Park,
Llansamlet,
Swansea  SA6 8RJ

Please ensure you retain your proof of postage.

Misplaced your Returns Form? Email us to sales@goose-island.co.uk to request a copy via email or download a copy here

International Returns

Please return your item(s) using a recorded delivery service for your own insurance ensuring postage and other duties (if applicable) are pre-paid to the following address:

Returns Department,
Goose Island,
14 Gilsea Park,
Llansamlet,
Swansea  SA6 8RJ
UK

Affix a CN22/23 form ensuring the nature of the goods is clearly identified as “returned goods”.

Do not return your goods via parcel delivery services such as DHL, FedEx, UPS (or similar) as Customs Charges will be applied and forwarded to you for payment.

Misplaced your Returns Form? Email us at sales@goose-island.co.uk to request a copy via email.

 

Changed your mind? Your right to cancel.

We understand that you may change your mind about something you have bought on our online store.

Unfortunately, due to our processes we are unable to intercept and cancel orders that have just been placed. We recommend that if you have placed an order you no longer require, simply reject the delivery and the items will be returned to us and your order will be refunded in full (unless you chose Special Delivery at which point Standard Delivery cost will apply).

You have the right to cancel within 14 days of placing your order if you simply change your mind. We can offer a refund and request that you return the item(s) unused and with the tags intact. Please ensure all returned packages are sent with a trackable, insured service that provide you with a proof of postage, as we cannot take responsibility for items damaged or lost in transit. We aim to process your refund within 14 days of your item(s) being received by us.

Where items are returned to us outside of this time period we reserve the right to issue a credit note or to return the item(s) to you.

Please also see the Exclusions, Refunds, and How to Return sections below.

  

Purchases made in-store

Items can be returned (within 14 days of purchase) for exchange or credit note valid for three (3) months.

We do not refund items purchased in-store unless the item is faulty. Faulty items can be fully refunded within 30 days.

Our stores can be contacted Monday through Saturday 10am to 5pm please see details of our retail stores click here.

 

Faulty Items

Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.

Delivery costs will also be refunded where you have paid for the service or where an “Express”-type service has been selected as per your requirements in which case the standard cost of delivery will apply.

Please contact us via email sales@goose-island.co.uk or, if urgent, call us on 01792 795972. Please provide your Order Number as well as much information as you can regarding the fault, including images where possible to enable us to advise you quickly and correctly the best method for resolution.

We will contact you in writing to confirm the next actionable steps within 2 working days.

 

Returning a Gift

Please contact us via sales@goose-island.co.uk making sure you provide us with the Order Number, or receipt number if purchased from one of our stores, so that we can confirm the purchase details.

The amount paid for the item will be sent as a physical gift card to the delivery address as indicated on the original order.

If you would prefer that the sender’s account is credited for the gift please indicate this in your e-mail and along with your returned item(s).

Please also see the Exclusions and How to Return sections below.

  

Refunds

We are not obliged to provide you a refund until we receive the product(s) back from you or we receive evidence (such as proof of postage) from you that you have sent the item(s) back to us. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.

If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.

Faulty items will be refunded in full, including delivery charges where you have paid for the service or where an “Express”-type service has been selected as per your requirements, in which case the standard cost of delivery will apply.

Please also see the Exclusions and How to Return sections below.

 

Exclusions

  • Gift cards.
  • Unfortunately, we cannot accept returns of pierced jewellery for hygiene reasons.
  • Items that have had their tags removed.
  • Products purchased at any of our “pop-up” events.

 

Undeliverable Items

If items are undeliverable to you by the courier/postal services these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.

 

Promotions

Buy Get X Get Y

We may occasionally offer promotions where you can purchase Item(s) X you will get Item(s) Y for a reduced rate or free. 

If you return items in the promotion identified as X then item Y (if retained) will be charged at full price.