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.

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

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.

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.

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.

There are two ways to return a product purchased online:
1) By completing the online return procedure . In this case, you are responsible for scheduling the return pickup date and time.
2) By going to any Golden Goose Store of the country in which you placed the order. Your item(s) will be checked and shipped to the warehouse; once arrived at destination we will proceed with the refund of your purchase.
Please make sure your items are in their original condition, tags and packaging included. If your return does not satisfy the conditions listed, the package will be returned to you and a refund will not be issued.

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.

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.

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.

Once we have received your sneakers, a Dream Maker will work to repair/remake them within 15 business days of receipt.

The Repair service is part of the Forward Agenda, our commitment to sustainability. Thanks to Repair, as well as Remake, you can repair your sneakers and extend their life, reducing their environmental impact. Our Dream Makers are expert artisans who take care of every detail to maintain the authenticity of your item. The service is available online and in selected stores, giving you a tailor-made experience. Choosing Repair means taking care of the planet as well as your style.

With the Silver package, we offer complete basic care of your sneakers: a new sole, a gentle wash to refresh the materials, and minor repairs, such as repairing the upper and retouching the toe.

The Gold package is designed to completely refresh your sneakers. It includes a new sole, a gentle wash, and small tailoring repairs such as repair of the upper and toe. In addition, you will receive a lining repair, a new insole and a choice of new laces, for a fresh custom look.

With our Repair service, you can repair your sneakers and give them new life. You can choose from: Full resoling and sanitizing, Gluing outer strip, Cleaning and sanitizing, Toe filling and coating, Stitching repair, Repair with new zipper, Insole replacement, Stain protection.

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.

Don’t worry, one of our Dream Makers will contact you to advise you on the right service, based on the photos you send us by filling out the request form.

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.

The Remake service is part of the Forward Agenda, our commitment to sustainability. Together with Repair, the Remake service lets you personalize and transform your sneakers into unique creations, decorating them with special appliqués. You will have a dedicated consultation with our Dream Makers, expert artisans who will help you choose the best appliqués and services to give new life to your shoe.

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.

The Forward Agenda is our sustainable vision, and the set of actions we put into practice to take care of our planet, promoting positive change. Through our services (Repair, Remake, Resell, and Recycle), we strive to extend the life cycle of our products, whether by repairing a favorite product, customizing it, or giving it new life: Forward Agenda