Delivery & Returns Information

Last updated 01 August 2025

Our products are available for sale and delivery within the UK only.

We ship all UK orders via Royal Mail. Please allow three working days for us to dispatch your order. Once dispatched, the courier will deliver the parcel within 48 hours of collecting if from our Making Space, exclusive of Sunday’s and bank holidays. You will receive tracking information once your order has shipped.

UK Tracked 48: We offer a UK Tracked 48- hour delivery service ( Monday-Friday) with Royal Mail. Order before 3pm for guaranteed express delivery (when selected at checkout). Orders containing pre-order items will not ship until all items are in stock. This service aims to deliver within 2-3 days.

International Shipping

 We do not currently offer international shipping. 

Shipping Fees

For orders to be shipped within the UK the shipping fee will be £5.99 per order for orders within UK. 

We provide free shipping within the UK for orders over £95.

Delivery

1. GOEN will use reasonable endeavours to dispatch an order within one working day ( Monday-Friday excluding official public holidays) from the date the order was submitted by you.

2. Orders cannot be shipped to P.O. Boxes.

Orders

1. To submit an order for Products you must:

(A) Complete and submit the online order through our website by adding a product to your digital basket on our site. (B) Enter all required information for delivery and also for billing including relevant card details.

2. GOEN reserves the right to refuse any order. In such case, we will notify you as soon as reasonably practicable, providing you with the reasons for such refusal, and refund to you any payment in full. 

3. Once we have accepted your order an order confirmation email will be sent to you, at which point these Terms of Trade will become binding on you and on GOEN. The status of your order will be emailed to you, if you have any questions regarding your order please contact us as soon as possible to resolve any issues.

Refund And Returns – Online Purchases

1. Only products purchased on the goen.co.uk website can be returned to GOEN for a refund or exchange. Products purchased in a department store, stockist or our own physical store must be returned to their original place of purchase. 

2. Unopened, unused products can be returned within 14 days of receipt. The product must be in its original saleable condition. The customer is responsible for return shipping fees and any additional postage charges. 

3. Should a product be damaged while it is being shipped to you, GOEN will provide you with a full refund or exchange. Return postage will be refunded in case of damaged, defective or incorrectly sent products and a refund will be issued through the method used for payment. 

4. In all cases, original proof of purchase must be provided and products must be returned within 14 days of receipt for GOEN to process any refund or to exchange a product, so that our staff can assist you with a smooth transaction. 

5. Please retain your postal receipt until you are certain your parcel has been safely received by GOEN. We may need to see this if we fail to receive your package. 

6. We will do our best to process returns within 10 working days of receipt and a refund will be issued through the original payment method used.

Refunds And Returns – In-Store Purchases

1. Any purchases made in our retail stores or on goen.co.uk can only be returned to our retail locations within 14 days for a refund or exchange. Products bought in a department store or stockist must be returned to their original place of purchase. 

2. Should you want to return or exchange any products purchased in the retail stores, we will gladly exchange or refund this for you. The returned product(s) must be unopened and in its original saleable condition. 

3. Should the product be faulty or damaged when sold, GOEN will provide you with a full refund or exchange. Refunds will be processed via the original payment method used. 

4. In all cases, original proof of purchase must be provided and products must be returned in-store at the point of return. We are unable to accept returns without the proof of purchase and the products you wish to return. If you are unable to provide proof of purchase, we can offer an exchange or store credit. If you would like to exchange for a product of a higher value, you are required to pay the excess at your point of return. 

5. If the original purchase you wish to return was part of discounted set/gift box, the whole item/gift set must be returned for a refund/exchange. We are unable to accept individual items from pre-made sets. 

6. Purchases made on goen.co.uk can be returned in-store. The returned item must be unopened and its original saleable condition. The original packing slip must be included with the returned items. You will be refunded via your original payment method or we can provide an exchange. We are unable to refund this directly in-store.

Gift Cards Refunds and Return.

Gift cards and coupons can be refunded only if unused and requested within 14 days of purchase. Please note that due to system limitations, refunds can only be issued to the original purchaser.