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Returns and refunds
We want every gift to land perfectly. If it does not, here is what happens.
| Situation | What we do |
|---|---|
| Changed your mind | Return it unused within 30 days of delivery. You pay the return postage; we refund the item price within 14 days of receiving it. |
| Faulty or damaged | Email a photo within 30 days and we will refund or replace it. For items under £10 we usually refund without needing it back. |
| Lost in transit | If it has not arrived 10 working days after dispatch, we send a replacement or refund in full. |
| Wrong item | We send the right one first, then arrange collection of the wrong one at our cost. |
| Out of stock after ordering | We never charge for it: the line is released from your card and we email you an apology voucher. |
How to return an item
- Email returns@goalmerch.com with your order number (it starts GM-).
- We reply with the returns address and any instructions.
- Post it back with tracking. Keep your proof of postage.
- We refund to your original payment method within 14 days of receiving the return.
Your statutory rights
This policy is in addition to your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. You can cancel any order within 14 days of delivery for any reason, and faulty goods rights apply separately.
For hygiene reasons, opened earrings cannot be returned unless faulty.