Frequently Asked Questions

TOPICS

It is possible to make purchases on GOLDENGOOSE.COM without registering.
We nevertheless suggest creating an account, to access exclusive services and areas designed specifically for our customers.
In this section you can check the status of your order, access your order history and monitor the status of your delivery.

Search items:
For easier browsing of our catalogue, select a category from the navigation bar, or use the internal search and filter options to find specific items. 

Product information:
On every product detail page, you will find all available size combinations, a description of the item and details regarding materials.
You can click on the product image to enlarge it and view all details. 

How to order:
To purchase a product on GoldenGoose.com:
1. From the product detail page, select the desired size
2. Add the product to your Shopping bag
3. Access your cart through the icon at the top-right of the screen
4. Select a shipping option
5. Enter your delivery address and your billing address (if different from shipping address)
6. Enter your payment information
7. Make sure that all entered information is correct
8. Click “continue” then click “buy” to complete the purchase

Within few minutes, you’ll receive an email confirming your order has been placed.
You will receive a second email with a link to monitor your shipment once the package has left our warehouse.

Every order is processed automatically and therefore cannot be modified once it has been confirmed. To exercise your right of withdrawal and return the item purchased, contact our Customer Care at customercare@goldengoose.com or visit the Terms and Conditions of Sale section regarding the right of withdrawal.

Yes. Purchased items can only be exchanged with articles of the same model, in a different size, if available. To start the size exchange process, go to the returns section of My Account or go to the returns section as a Guest, and enter your details and the order number. When the process is complete, you will receive confirmation via email that the request for a size exchange has been received. It will include a shipping label and instructions for shipping the item. When the item has been received and processed, we will proceed with shipping of the new item.

Visit the payment section

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GoGreen Climate Neutral is a service provided by DHL which allows the carbon dioxide emissions generated by its shipping to be calculated and offset by investing in environmental protection projects. In order to offset the emissions generated, DHL invests exclusively in recognized and certified projects which contribute to improving environmental conditions as well as the conditions of local people around the world. To learn more about the DHL GoGreen service: https://www.dhl.com/GoGreen

You can find the costs for your specific country by visiting the section on shipping methods.

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If you checked out as a Guest, go to the Shipping and Returns page and insert your order number, email address and postcode. Otherwise, if you have an account, go to the Returns section of your personal area.

Return step icon
1.COMPILA IL MODULO

1. Complete the online returns procedure: if you checked out as a Guest, insert your order number, email address and postcode. Otherwise, if you have an account, go to the Orders section of your personal area.

Return step icon
2.PREPARA LA CONFEZIONE

2. Make sure the products are in their original condition with all the tags still attached. Otherwise, we cannot accept the return.

Return step icon
3.INCOLLA L'ETICHETTA

3. Use the original packaging (or a similarly robust box). Attach the pre-printed label you received with your order in a way that covers the original label. Remember that the shipping cost will be deducted from your refund total.

Return step icon
4.CONSEGNA IL TUO RESO

4. Schedule where and when pickup your return by visiting DHL website. Select the language and follow the procedure to organize the pickup by using the number on your shipping label. Alternatively, you can send your package via your preferred method to:

Golden Goose S.p.A. c/o Snatt Logistica S.p.A.
Via Ligabue 6/A e 6/B 42040 Campegine (RE)

You can make a return request for one or more items within 14 days of receipt of your item(s).

Your returned items will be insured against theft or loss during transport.

You can only send your return from the country in which you placed the order.

Once we receive your returned item(s) at our warehouses, we will refund you to the same payment method used when making the purchase. If you chose to pay cash on delivery, we will refund you using the IBAN you provided during the returns process.

Should your return not satisfy the required conditions, the package will be returned to you and you will not be refunded.

By completing the online return procedure . In this case, you are responsible for scheduling the return pickup date and time.

You can return any product purchased on goldengoose.com within days from the date of delivery, with pick-up at home or at any Golden Goose Store (find your nearest store here). If the product you purchased falls under one of the following categories, it cannot be returned: sunglasses, fragrances, diffusers, candles, beach items and co-created items.

Items bought online can only be returned to stores in the country where they were delivered. For example, if you placed an order with delivery to Rome, it can only be returned to Golden Goose stores in Italy.

Make sure the products are in their original condition with all the tags and packaging included.

Unfortunately not. If you buy in-store, the only way to make a return is by going to a Golden Goose Store.

The cost to return an item is the same amount as the shipping cost for your order and will be deducted from the total amount refunded to you. See the page on Shipping.

Once the product has arrived in our warehouses, the item will be checked, and a refund will be issued as soon as possible to the same payment method provided during the purchase.
The time taken for the credit to appear on your account may vary depending on the different payment methods and local banking procedures.
If you paid by cash on delivery, you will be asked to provide an IBAN for the refund.

Unfortunately it is not possible to return a customized item.

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It is an in-store and online service that allows our customers to create unique, one-of-a-kind pieces together with our Sneakers Makers.

You can co-create products either by going to our stores where one of our Sneakers Makers is available (check it here), or online by checking the Your Co-Creation Experience box on the product page*. In this case, you will schedule your preferred date and time for your virtual appointment.

*If the box related to this service is not provided on the product page, Your Co-Creation Experience will not be applicable.

You can embellish the product you want to co-create with all the techniques we have available: studs, charms, Swarovski crystals, markers and many others. Please note that on Purestar, Yatay, and our selection of Vegan sneakers, co-creation does not include the use of markers on the upper.

Please also note that you that you will not be able to change the composition of the item, for example, you cannot get the upper in another color or change the color at the heel, and depending on the fabric of the shoe and the composition of the sole, there may be some additional limitations.

The LAB is a one-to-one experience into the brand's long-standing tradition of craftsmanship and artistry. A seasoned Golden Goose craftsman will let you witness how our sneakers are made, personally crafting yours around your preferences. Choose the level of treatment, and embellish your sneakers with exclusive accessories: say who you are, and write your story.

A Sneakers Maker is an artisan who, while paying maximum attention to every detail, shapes any product into one-of-a-kind creations. A Sneakers Maker can apply transfers or patches, studs, handwritten messages and many other details that embody our DNA and craftmanship.

Sneakers Makers are traveling around the world. Through our Passport App, you can be up to date on all their moves and schedule an appointment.