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 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.

Visit the payment section

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

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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.eu@goldengoose.com or visit the Terms and Conditions of Sale section regarding the right of withdrawal.

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.

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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.

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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.

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 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.

Unfortunately it is not possible to exchange items that are the wrong size.

Unfortunately it is not possible to return an item in-store that was bought online.

Unfortunately it is not possible to return a customized item.

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.

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.

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If you have not found the answer to your question, please contact our Customer Care Department.