Returns with Royal Mail

Returns with Royal Mail

Returns

We hope you love everything you order from Goose Island, but if something isn’t quite right, you can return it to us within 14 days of receiving your order.

You can return your item using our Royal Mail returns service for £3.50. This amount will be deducted from your refund once your return is processed.

Start Your Return

You’ll be taken to Royal Mail to generate your return label or QR code.

How Returns Work

  1. Start your return
    Click the button above and follow the Royal Mail instructions.
  2. Drop off your parcel
    Take your parcel to your local Post Office using the QR code or label provided.
  3. £3.50 return fee
    The return postage will be deducted from your refund.
  4. Receive your refund
    Once received and checked, your refund will be processed back to your original payment method.

Returns Conditions

  • Items must be returned within 14 days of delivery
  • Items must be unworn and unwashed
  • All tags must remain attached
  • Shoes must be tried on indoors and returned in their original packaging

Returns cannot be accepted if items show signs of:

  • Makeup or fake tan marks
  • Perfume, deodorant or strong odours
  • Washing or wear
  • Alterations
  • Missing tags

Please note: If items are returned to us in a condition that is not suitable for resale, we reserve the right to refuse a refund and return the item back to you.

Please note, we do not refund original shipping costs on items that are unsuitable, unwanted or do not fit.

Please note: Items purchased during live sales or promotional events are still subject to our standard returns policy.

Non-Returnable Items

Due to hygiene reasons, earrings are non-returnable.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return your item for a refund and place a new order.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us at customerservice@goose-island.co.uk with your order number and photos of the issue and we will help you straight away.

For items that are faulty within 30 days, the return postage charge will be waived.

International Returns

International customers must return items using a tracked service at their own cost. Return postage will only be refunded if the item is faulty or incorrect.

Fair Use Returns Policy

At Goose Island, we always want you to love what you order. We understand that sometimes things aren’t quite right, and returns are a normal part of shopping online.

To keep our service fair and sustainable for all of our customers, we operate a Fair Use Returns Policy alongside our standard Returns Policy.

What we consider fair use

  • Ordering items with the intention of keeping them
  • Returning items occasionally when they’re not suitable
  • Maintaining a return pattern that is in line with typical customer behaviour

What we consider excessive returns

  • Consistently high return rates over time
  • Ordering multiple items with the intention of returning most or all of them
  • Repeated returns across multiple orders
  • Return behaviour that falls outside of normal customer patterns

We review return activity over time rather than individual orders.

Account Reviews

If we identify return behaviour that appears excessive, we may:

  • Contact you to discuss your returns
  • Issue a warning if the pattern continues
  • Restrict or refuse future returns

This helps us keep our pricing fair and continue offering great value to all our customers.

Our Right to Refuse Service

We reserve the right to refuse returns or future orders where we believe our returns policy is being misused.