FAQ's

 

How often do you release new products?

We hope to release a new product every week in alignment with our publication schedule. 

How do I unsubscribe from goop's weekly issue?

You can unsubscribe here or from the bottom of every issue.

Why am I not receiving my goop issue?

Please check your spam or junk folder. If it's not there it might be blocked. To unblock please unsubscribe and resubscribe. You will then receive a sign up email from goop, so please remember to click "confirm." To ensure delivery, please add hello@goop.com to your contacts and in case the issue is in your spam folder you will need to find it in your spam or junk folder and mark that it is not spam.  If you're a gmail user, see below.  

Why am I not receiving goop – gmail users?

Have you checked your "Promotions" tab?  Gmail has updated its inbox layout and your goop email may be landing under the "Promotions" tab.    To make sure goop gets delivered straight to your inbox, follow this guide: http://www.goop.com/about/gmail-primary

How do I change my email address for receiving goop issues?

At the bottom of every issue you have the option to "Update Profile". Please use this option if you'd like for goop to be delivered to a different email address.

I emailed Customer Service but haven't heard back yet. Why is that?  

Goop is based in the UK and our hours are 9am to 6pm GMT, so we're a few hours ahead of US time. We aim to respond to all inquiries within 48 hours, so hold tight.  We'll get back to you.    

Do I need an account to buy from goop?

You do not need an account to buy from goop, as you may purchase as a guest. However, it is free to set up an account, and having an account also helps to speed up the checkout process, dealing with returns and refunds and any customer service questions you may have.

If you do check out as a guest and would like to return, exchange, report a damaged item or request a refund, please email Customer Service to make your request. 

When will my account be billed?

Your account is billed upon purchase. We aim to dispatch within the term of the shipping method chosen.  

Payment & Security

To make it quick and simple for you to shop with goop, we provide the option for you to store your credit card details in your account. Your full card details will never be displayed, except for the last four digits (so that you know which of your cards you are using). You can delete your card details at any time in the "My Account" section. You will need to re-confirm your card details if you change or add a new address to your account. This ensures that if someone has access to your password and tries to place an order using your account, they will be unable to do so to any address other than those you have already saved. To help ensure that shopping with goop is safe we use [Secure Socket Layer (SSL) technology] to encrypt and protect the data you send to us over the internet. This means that any sensitive data about you such as your name, address, or card details cannot be read if your account is broken into. Goop is registered with GeoTrust as an authentic site. This ensures that your information is kept private while in transit between your internet browser and our server.

Why did my bank charge me a "foreign transaction fee" after purchasing on goop?

Because goop is a UK registered company, some banks and card issuers may charge a small foreign transaction fee when you make purchases on goop. 

Which countries do you ship to?

We currently ship to the continental United States (excluding Alaska, Puerto Rico and Hawaii), US Armed Forces, Australia, Austria, Belgium, Canada, Denmark, France, Germany, Greece, Italy, Luxembourg, Norway, Portugal, Spain, Sweden, Switzerland, Netherlands, and the United Kingdom.  

How do you determine shipping costs? 

Shipping prices will be calculated on size, weight, handling fees, duties and taxes and where applicable, shipping insurance.  On occasion, product may have to be shipped direct to customers by a specialist supplier and the shipping costs may vary on these products.

Can I track my order?

If you checked out as a guest, you will receive an order confirmation with a tracking number, which you can use to track your package.  

If you have an account with goop, as soon as you have received your order confirmation email, you can track your order in the "My Account" section. We will also send you an email when your product has been dispatched with an estimated time frame for delivery.

Can I amend or cancel my order?

Under the Distance Selling Regulations, you have the right to cancel the contract for the purchase of any of the items within a period of 7 working days, beginning with the day after the day on which the item is delivered. This applies to all of our products. However, we regret that we cannot accept cancellations of contracts for the purchase of lingerie, earrings, swimwear, beauty treatments or cosmetics where the item has been unsealed or used as well as special ordered or customized products. Please note that we are unable to accept cancellation of, or returns for, digital items once downloading has commenced.

Will I have to sign for my order?

Yes, a signature is required to deliver your order.

Can you deliver to my work address?

As long as you or someone else is available to sign for your order, it can be delivered to a work address. With the exception of the US Armed Forces, we do not deliver to PO boxes.

I saw something I love but it’s too late and it’s gone! Is there any way I can still buy it?

Unfortunately, once something has sold out, there is no longer any way to order it. Many of our products are limited-edition or are made from a custom design, so we cannot re-stock products once they have sold out. However, we do have an option called “bring it back” under "My Account" which you can access if you've registered with goop.  This is a tool that we will be using with our customers, to bring back their favorite products. This way, you'll be the first to know if a product you love is back in stock.  Please login and see how this tool will work. Of course, the best way to keep up with the collection week by week is by signing up to the weekly issues.  

I saw something I love but it’s sold out! Will you be restocking it?

We want goop to be the website you come to for things that are really unique and special, so most of the products we sell are made exclusively in collaboration with goop and/or by very small companies. Because of this, many of our products are limited-edition or are made from a custom design, so we cannot re-stock products once they have sold out. Once something is gone, it really is gone! Of course, the best way to keep up with the collection week by week is by signing up to the weekly issues. 

Returns Policy

We are happy to refund or exchange any unwanted items within 14 days of purchase, provided they are returned unused, in their original packaging, and accompanied by a completed returns note. Items must be returned in their original condition, which includes any tags and packaging. We do not accept returns on intimate apparel including swimwear, cosmetics, earrings or any item that specifies it is unreturnable in its description unless they are faulty. All items will be inspected upon arrival at the return address. Returned items are your responsibility until they reach the return address, so please ensure your package is returned securely to prevent any damage to the item or its packaging. Any returns that are damaged when we receive them will not be refunded. We are not responsible for any items that are returned to us in error. We will refund items but we do not refund delivery or shipping charges: this includes charges for Express delivery and for sending your return back to us.

Faulty Items

We want all our customers to receive the best quality products. If you think there is a fault with an item you have received please let our Customer Service team know by emailing us.  We aim to resolve any problem with a faulty item as quickly as possible, so please let us know as soon as you discover any faults with your order. Please include as many details as possible about the order and the fault with the item when contacting us in order to help us fully resolve the problem.

Do I pay for sending returns?

Yes, as per the Returns Policy above.

Can I make a return if I am not registered with goop?  

If you checked out as a guest, you can make a return by emailing Customer Service with your Order # and stating the reason for your return. Customer Service will then send you the information necessary to make the return and the address that the product will need to be shipped to in order to complete the refund.

How do I return an item?

If you checked out as a guest and would like to return an item, please contact Customer Service to let us know, stating the reason for your return.    

If you have an account with goop, in order to make a return, don’t forget to complete your returns note found under "My Account" - Returns and include this in the package! Without a completed returns note, we will be unable to refund you. If you have lost your returns note, you can print another one under "My Account" – Returns. Select the reason for your return or exchange and submit.You will then receive a Return Authorization Number to include on your returns note.

Please note that items are your responsibility until they reach the return address, so please ensure that they are packaged appropriately. Any returns that are damaged when we receive them will not be refunded. This includes any damage to the item’s packaging and/or tags. Any extra postage, customs charges or taxes incurred on your return may be deducted from the amount you are refunded, so please ensure you pay for the correct postage when sending your return.

I’ve lost my returns note. Can I print another?

Yes, if you have lost your original returns note, you can access the original returns email that has a link to the return label.  Otherwise, email Customer Service to request a new returns note.  

Have you received my return?

A confirmation email will be sent to you as soon as your return has been processed. The time this may take depends upon where the item is going and the type of postage you used.

My return has been incorrectly refunded.

We are really sorry if we have made a mistake with your return. If you were expecting an exchange and received a refund instead, it may be because the product that you wished to exchange it for is out of stock in your preferred size or style, or it may have sold out altogether. If you were expecting to be refunded and were not refunded the full amount, it is because we do not refund delivery charges and any extra charges (such as customs duties or postage payment) that are applied to your return will be deducted from your total refund amount.

What forms of payment do you accept?

We accept PayPal and all major debit/credit cards (with the exception of Laser from Ireland, Diners Club/JCB). 

 

Updated March 2013