EXCHANGES & RETURNS
We want to make your experience shopping with GOLDEN a positive one. If you change your mind for any reason, we’ll gladly accept an exchange / credit note for any full priced item, subject to the following conditions:
- the item must be returned within 7 days of receipt, together with original proof of purchase. We suggest all items are tried on as soon as they are received to ensure you are able to return the item to us within the stipulated timeframe
- items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached;
- if you received one of our eco market totes with your purchase – this must be returned with the item.
- Gift Cards – Gift Cards cannot be returned and are valid for 3 years from the date of issue.
To return an item, please email email@example.com within 7 days of receipt.
Our admin will reply to your request within three business days, and will also provide you with the address to send your return to.
Upon receipt of the item/s, they will undergo a quality review and once cleared, you will receive an exchange or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process these as soon as they are received but please allow up to 5 business days for returns to be processed. You will receive email notification of the status of your return once finalised.
We do not refund initial shipping charges for items returned, other than for faulty items. GOLDEN is not liable for the loss of garments being returned. We recommend using a traceable delivery method, with signature, and taking note of your tracking number.
WHAT IF MY ITEM IS FAULTY?
If you receive an item that is faulty – we are so sorry, sometimes these things happen, we are all human – however, we believe it is how we handle these instances that matter the most! Please follow the returns process above and attach a photo of the fault in the initial email contact. We will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back.
WHAT IF I RECEIVE AN INCORRECT ITEM?
If you have received an item you did not order, please email us firstname.lastname@example.org so we can resolve this for you.
WHAT IF MY ORDER GOES MISSING?
If your order has gone missing, please email us at email@example.com so we can resolve this for you. Often times, Australia Post prefers to speak to the recipient, however we will try our best to liaise with them on your behalf. Please note, due to insurance limitations, if your parcel is deemed lost in transit, we currently reserve the right to process a refund in lieu of shipping a replacement order.
DO I HAVE TO PAY FOR SHIPPING MY RETURN?
Subject to our obligations under the Australian Consumer Law or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.
CAN I EXCHANGE AN ITEM?
Due to the limited nature of our pieces, we may not be able to offer exchanges on all items. If you would like a different size (of the same item), please contact us ASAP so we can check stock levels – this will allow you to decide whether you would prefer a credit or a straight size exchange.