On orders for goods:
1. Please make sure that the shipping address is correct as we're unable to redirect goods once they are on their way to you.
2. Before we can dispatch goods, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum while we do this.
3. Our delivery time for goods starts from the moment an order is accepted by us and includes a 24 hour period where your goods will be processed and dispatched by our warehouse. (Please note this can take longer and it may take up to 48 hours for shipments to be dispatched.)
We work closely with our shipping partner to minimise the potential impact of any delays while goods go through any customs checks.
GOOP charges for shipping as indicated during your purchase transaction for the goods. However, from time to time, GOOP may run free shipping promotions. Please note that any free shipping promotions will be applied to your order on the payment page.
GOOP insures each purchased goods while they are in transit until they are delivered. We require a signature for any goods delivered, however for certain goods, a signature may not be required, at which point responsibility for the goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by that person (or at that delivery address) is evidence of delivery and fulfilment by GOOP and transfer of responsibility in the same way.
DUTIES & TAXES
Taxes and duties are calculated according to your shipping destination and itemised on the Order Summary page. UK value added tax (VAT) will be applied to orders dispatched within the United Kingdom, excluding the Channel Islands. Local VAT will be applied to all other EU destinations.
GOOP ships to most countries on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price. We will indicate where this is not the case.
RETURNING OR EXCHANGING GOODS
GOOP complies with the Consumer Protection (Distance Selling) Regulations 2000, known as the DSRs. These give you the right to cancel your order within 7 working days after you have received the goods you ordered. However, we go beyond this, giving you the right to cancel your order, up to 14 days after you have received the goods you ordered.
We are happy to refund or exchange any unwanted goods within 14 days of your receipt of the goods, provided they are returned unused, with tags, in their original packaging and accompanied the completed returns note/email. After this time, you can only return the goods if they were supplied to you faulty.
Please note that we do not accept returns of cosmetics, intimate apparel including swimwear, earrings and any personalised or custom products, or any product that specifies it is non-returnable in its description, unless they are faulty.
Returned goods (including the shipping/costs incurred of the product), is your responsibility until they reach the return address, so please ensure your return is packaged securely to prevent any damage to the item or its packaging.
Any returns that are damaged when we receive them will not be eligible for a refund. Also, we are not responsible for any items that are returned to us in error.
Any refunds made do not include any shipping charges: this includes charges for Express delivery and for sending your return back to us.
PROCEDURE FOR RETURNING/EXCHANGING GOODS
If you have bought the goods through an account on GOOP’s website, you can run through the returns procedure through your account. It’s easy! Just make sure you request, within the time periods above, a Returns Merchandise Authorisation (RMA) number and send your goods back to us within 28 days of receiving that RMA number, using the return information supplied to you.
To do this:
1) Sign into your account and Click on the ‘MY RETURNS’ section.
2) Select the order number containing the items you would like to return.
3) Choose the reason why you want to send your goods back. If an item is faulty, please provide details why. If you'd like to exchange an item because the fit isn't right, please state to what size you would like to exchange to.
4) You will then receive an email containing your RMA number and the returns address to ship the product back to our fulfilment centre.
If you have purchased the goods without an account on GOOP’s website (e.g. you have checked out as a guest), to obtain and complete a returns note, please email Customer Services, stating the reason for your return/exchange. Customer Services will then send you the information necessary to make the return/exchange and the address that the product will need to be shipped to in order to complete the request.
There is no charge to exchange clothing goods for a different size. However all exchanges are based on stock availability. Please note that if you are based outside of the USA you may need to pay taxes and duties on this exchange.
To exchange clothing goods, request a Returns Merchandise Authorization (RMA) number (as above under ‘PROCEDURE FOR RETURNING/EXCHANGING GOODS’)and specify the new size you require.
Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a refund (if eligible) and purchase the new piece separately.
RECEIVING A REFUND
Your refund will either be credited to the original purchaser's credit card or, if you have a GOOP account, may be credited instead to your GOOP account (i.e. as ‘store’ credit).
If your order has been sent to a destination outside the EU, customs duties and sales taxes are non-refundable through GOOP. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
Updated March 2013