Refund & Returns Policy
Last Updated: January 2025
Our Commitment to Customer Satisfaction
At GGBG Shoes, we understand that purchasing premium sneakers online requires trust. We're committed to providing you with an exceptional shopping experience and stand behind every pair of Golden Goose sneakers we sell. Our comprehensive return and refund policy ensures you can shop with complete confidence.
30-Day Return Window
We offer a generous 30-day return period from the date of delivery. This gives you ample time to try on your new Golden Goose sneakers, ensure proper fit, and decide if they meet your expectations.
Important Timeline Information:
- Return window starts from delivery date, not purchase date
- Items must be initiated for return within 30 days
- We recommend trying on shoes indoors on clean surfaces only
- Original packaging should be retained during the trial period
Return Conditions
To ensure a smooth return process and maintain the quality of our products for all customers, returned items must meet the following conditions:
- Unworn Condition: Shoes must show no signs of outdoor wear on soles or uppers
- Original Packaging: Items must be returned in original shoe boxes with all protective materials
- Tags and Labels: All original tags, labels, and authenticity certificates must be attached
- Clean Condition: Items should be free from odors, stains, or any signs of use
- Complete Set: Both shoes, laces, and any included accessories must be returned together
Please note that items showing signs of wear, damage, or alteration cannot be accepted for return and will be sent back to the customer at their expense.
How to Initiate a Return
Starting your return is simple and convenient. Follow these steps:
| Step | Action Required | Timeline |
|---|---|---|
| 1. Contact Us | Email [email protected] with your order number and reason for return | Within 30 days of delivery |
| 2. Receive Authorization | We'll send you a Return Authorization (RA) number and prepaid shipping label | Within 24-48 hours |
| 3. Pack Items | Carefully package items in original packaging with RA number clearly marked | Within 5 days of receiving RA |
| 4. Ship Return | Drop off package at designated shipping location or schedule pickup | Same day as packaging |
Free Return Shipping
We believe returns should be hassle-free, which is why we provide complimentary return shipping for all eligible returns within the United States. Here's what we cover:
- Prepaid shipping labels for all returns
- Full shipping insurance coverage
- Tracking information provided
- Multiple drop-off location options
- Home pickup service available in select areas
For international returns, return shipping costs will be deducted from the refund amount. We recommend using a trackable shipping method for international returns.
Refund Processing
Once we receive your returned item, our quality assurance team will inspect it to ensure it meets our return conditions. Here's our refund timeline:
| Process Stage | Timeframe | What Happens |
|---|---|---|
| Item Received | 1 business day | Email confirmation sent with tracking details |
| Quality Inspection | 2-3 business days | Thorough examination of returned items |
| Refund Processed | 1 business day | Refund initiated to original payment method |
| Bank Processing | 3-7 business days | Time varies by financial institution |
Exchanges
Need a different size or style? We're happy to help with exchanges. Here's how our exchange process works:
- Size Exchanges: Available for the same style in different sizes
- Style Exchanges: Exchange for different Golden Goose models (subject to price difference)
- Color Exchanges: Switch to different colorways of the same model when available
- Express Processing: Priority handling for exchange requests
For exchanges, we'll ship your new item as soon as we receive your return. If there's a price difference, we'll either refund the difference or send a secure payment link for additional payment.
Store Credit Option
Choose store credit for added flexibility and benefits:
Store Credit Benefits:
- 10% bonus credit added to your refund amount
- No expiration date on store credit
- Use for any future purchase
- Transferable to friends and family
- Priority access to new releases
Special Circumstances
We understand that sometimes special situations arise. Here are our policies for unique circumstances:
- Defective Items: Manufacturing defects covered beyond 30-day window with photo evidence
- Wrong Item Sent: Immediate replacement or full refund including shipping costs
- Damaged in Transit: Full replacement or refund with carrier insurance claim
- Gift Returns: Returns accepted with gift receipt or order confirmation
- Sale Items: Same return policy applies to discounted merchandise
Non-Returnable Items
For hygiene and quality reasons, the following items cannot be returned:
- Items showing signs of wear or outdoor use
- Customized or personalized sneakers
- Items without original packaging or tags
- Shoes with removed or damaged authenticity certificates
- Returns initiated after 30-day window without prior arrangement
Need Help with Your Return?
Our customer service team is here to assist you with any questions about returns or exchanges.
Email: [email protected]
Response Time: Within 24 hours during business days
Phone Support Available: Mon-Fri 9:00 AM - 8:00 PM EST
Final Notes
This return policy applies to purchases made directly from GGBG Shoes. We reserve the right to update this policy at any time, with changes taking effect immediately upon posting. For purchases made through third-party retailers, please refer to their respective return policies.
We appreciate your business and strive to make every aspect of your shopping experience exceptional. Your satisfaction with your Golden Goose sneakers is our priority, and we're committed to resolving any issues quickly and fairly.