Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can simply send your item straight back to us at the following address:
Goldtop Returns, Barn 3 (rear), Warren Park Heritage Craft Centre, Much Hadham, Hertfordshire, SG10 6FF, England, UK
If for any reason, your item is not in the same condition as it was received, or if there is an issue with your item and hence the return is being requested, please get in touch before returning your item at support@goldtop.co.uk.
If you have any other questions relating to returns, you can always contact us at support@goldtop.co.uk.
Exchanges
The fastest way to ensure you get what you want is to place a new order and then return the item which you initially received for a refund. Alternatively, you can return the item with instructions for an exchange, which we will then send out upon receiving the return.
We are unable to reserve items for pending exchanges, hence why we recommend the first option for exchanges. Additional postage may be necessary if your initial order was not eligible for free shipping.
For orders where customs duties & taxes were charged upon delivery, please instead send your item back to us for exchange, rather than refund. This will enable us to send your exchange with evidence as an exchange, which should alleviate the need for additional duties/taxes to be paid.
Refunds
Upon receiving a return, we aim to have it inspected and refunded within two working days. You will be notified by email when your refund is processed and refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you have confirmation that your item was returned to us, but have not been refunded within 48 hours, please send an email to support@goldtop.co.uk with a copy of your tracking confirmation, and we will look into processing your refund as a priority.
We offer FREE Returns to all UK customers on orders over £250. To start your returns process, please go to www.goldtop.co.uk/a/returns and we will get back to you within 48 hours.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the return shipping (if provided by us) will either be deducted from your refund or will be invoiced for beforehand.
For exchanges, if any additional shipping is due, you will be invoiced for this before the exchange it sent out.
For any items being returned to us, please consider using a trackable shipping service or purchasing shipping insurance, as we will not be held liable for any lost parcels returned to us which do not show confirmation of delivery at our returns address.
If returning an item from outside of the UK, please ensure that Customs Forms are filled out correctly, classifying the parcel as a RETURN / FAILED SALE / ZERO VALUE. We will refuse delivery of any parcel which has Customs or Duties due, due to Customs Forms being completed incorrectly. Alternatively we will pay this fees and this cost will be deducted from your refund. If you have any queries or concerns relating to the completion of Customs Forms, please contact support@goldtop.co.uk and we will be happy to help.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.
Promotions & Gifts
Products purchased as part of a multi-buy deal or promotion should only be returned as the complete set, and not as individual items. Any return which invalidates, or it outside of the original promotion terms will result in deductions to your refund based upon full price items outside of the promotion. If you want to return any item(s) that came with a free gift, you must return your free gift with that item, else it will be deducted from your refund.