Frequently Asked Questions

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, e-mail address and postcode. Otherwise, if you have an account, go to the Returns section of your personal area.

These items cannot be returned: sunglasses, fragrances, diffusers, candles, beach items and co-created items.

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). 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.

RETURNS

These items cannot be returned: sunglasses, fragrances, diffusers, candles, beach items and co-created items.

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 customization service that allows our customers to create unique, one-of-a-kind pieces together with our Sneakers Makers, through designs and applications.

You can co-create and customize products either by visiting our stores where a Sneakers Maker is 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 Co-Creation service is not available

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 item – 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.

Our Sneakers Makers follow specific guidelines for the designs and phrases that can be included in customizations. We do not accept content that may be considered offensive, blasphemous or that violates third-party rights.

The cost of the Co-Creation service starts at €100 and varies according to the product selected and the level of customization chosen. We invite you to visit the dedicated page on our website or ask in-store for a detailed quote.

The Co-Creation online service is only available for products purchased on our website, by selecting the “customize” option on the product page. For items you already own, please visit one of our stores.

The Sneakers Makers are artisans who, with meticulous attention to detail, shape each product into a unique creation. You can add transfers, patches, studs, hand-written messages and many more details that embody our DNA and our craftsmanship.

The duration of a Co-Creation appointment varies. It mainly depends on the complexity of the customization and how clear the customer's ideas are. If you already have a precise design in mind, the service will be much faster.

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

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.

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.

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.