FAQ - Frequently Asked Questions

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 e-mail confirming your order has been placed.
You will receive a second e-mail with a link to monitor your shipment once the package has left our warehouse.

The sizes shown on the page for each item correspond to the size indicated on the label. In the detail size guide below, we offer a conversion divided in categories.
If you have any doubts on which size to choose, don't hesitate to contact us.
Remember you can always request a return or exchange, following our Return Policy.

SIZE GUIDE

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.

Visit the payment section

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You can find the delivery costs for the destination country by visiting the shipping methods section.

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For security reasons, it is not currently possible to send orders to P.O. boxes, pick-up points or a logistics service provider. Please provide an alternative shipping address to receive your order.

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

Not all items can be returned, check here if the product you purchased is eligible for return.

You can return any product purchased on goldengoose.com within 14 days from the date of delivery, with pick-up at home or at any Golden Goose Store (find your nearest store here). Check here if the product you purchased is eligible for return. 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.

If the product you ordered is defective, you can contact Customer Care, who will evaluate your request and assist you with the possible return. We remind you that some items are intentionally designed with a lived-in effect and distressed details. For example, to give an even more worn look, nappa leather sneakers will naturally develop yellowing over time.

Yes, returns are free of charge.

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.

Please note that gift wrapping is not included in the exchange process. We recommend keeping the original gift wrapping if you wish to use it again with your replacement item.

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.

It is our customization service, available both in store and online, allowing customers to create truly unique pieces with our Sneakers Makers using custom designs and applications.

You can co-create and customize products either by visiting one of our stores where there is a Sneakers Maker available (check here under “store details”), or online, by selecting the “Customize” option on the product page*. In this case, you can schedule your preferred date and time for your virtual appointment.

*If the option for this service is not present on the product page, the customization service is not available.

Our Sneakers Makers follow specific guidelines for the designs and phrases that can be included in the customizations.
We firmly uphold our values, which is why we do not accept content that could be considered offensive, blasphemous, or which express political or religious beliefs.
Furthermore, we will not accept content that infringes the rights of third parties.


You can enhance the product you wish to customize and make it unique with all the techniques we have available: studs, charms, Swarovski crystals, markers, and much more.
Please note that you won’t be able to modify the composition of the sneaker—for example, you cannot change the upper to a different color or alter the color of the heel tab. There may also be further limitations depending on the fabric of the shoe and the composition of the sole.

The cost of the customization service starts at €100 and varies according to the product selected and the level of customization chosen.
For some products, the service may already be included in the price: you’ll find all the specifications on the related product page on the website.

No. Personalized pieces are unique creations, so customized items cannot be returned.

After the virtual customization appointment has taken place, the Sneakers Maker will ship the customized item to the selected address. The order cannot leave the Venice artisanal hub before the online appointment has been completed.

If you buy online, you can use the service remotely by booking a virtual appointment. If the item has not yet been worn, you can also make use of the Co-Creation service for products purchased in store. Find your nearest store here.

For any changes regarding your purchase, please contact Customer Care.

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.

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.

Our Dream Makers hand craft every repair and treatment with the greatest care and attention to detail. Due to the handcrafted nature of this process, the time required may vary. We place great importance on quality and attention to detail, which means that every pair of sneakers gets the time and care it deserves. We will keep you up to date on the progress of your sneakers and let you know as soon as they are ready.

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.

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.

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.

This service is paid for because each repair is carried out with the same care and attention to detail that we use when creating new sneakers. Repairing your shoes means having a new pair of them, with the same soul and authenticity as those that you have worn at so many times in your life. Our artisan Dream Makers use high-quality materials and machinery with specialized techniques, ensuring that every repair is in keeping with the unique essence of your Golden Goose sneakers.

Because repairing your sneakers not only means extending the life of an item you love, but also preserving their history and the memories they bring with them. Our Dream Makers devote maximum attention to every little detail, treating your shoes with the same care as when they were created. Repairing them means respecting their authenticity and carrying on wearing them with pride, in the knowledge that you have chosen a sustainable and responsible option.

Yes, at the moment the online Repair service is only dedicated to sneakers. This means we can concentrate on the care and life cycle of your shoes, extending their use with targeted and sustainable repairs. However, in some of our selected stores ( Milano - Cusani, Dubai - Mall of the Emirates, New York - Soho, Miami - Design District), we are also offering services dedicated to Ready to Wear.

No, it is not possible to repair or add glitter elements using the Repair service.
We can’t work on the parts in glitter due to the delicate nature of the material.

With our Remake service, you can breathe new life into your sneakers, by adorning them with appliqués or special treatments. You can choose a new star, a new Swarovski star, or new laces.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.