Frequently Asked Questions

TOPICS
SHOPPING ON GOLDEN GOOSE
SHOPPING ON GOLDEN GOOSE
SHIPPING AND RETURNS
SHIPPING AND RETURNS

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.

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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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 and email address. If you have an account, sign in. 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. Otherwise contact DHL to arrange collection with the courier. 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.

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.

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

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.