Frequently Asked Questions
Shipping and Delivery
Do you take international orders?
Our website automatically selects the currency that matches your delivery location. You can change this manually in the bottom right hand corner of the page.
Standard rate VAT is included in all orders. Where applicable, you will be responsible for any local country import duty.
Can I amend my order?
If you need to update any contact information on your order, please email us on customercare@goodnews.london as soon as possible.
If your order has already been dispatched then it will not be possible to make any changes.
We are unable to change the style, colour or size once purchased, you would need to request an order cancellation.
Can I cancel my order?
Please contact customercare@goodnews.london as soon as possible, stating your order number.
If the parcel has been already been collected by the courier, you would need to return the parcel following the returns process to receive a refund.
When will my order be shipped?
Orders are dispatched approximately every Monday and Wednesday, with a morning cut-off point.
UK orders are shipped with DPD Next Day delivery (Monday - Friday) service, International orders are shipped with DPD Air Classic service.
Exchanges
Do you offer exchanges?
We do not currently have an exchange service in place. If you wish to try another size or style please return your current order for a refund and place a brand new order through the website.
Returns
What is your returns policy?
We offer refunds on all items, please request a return within 14 days of receipt and ship back within 30 days of receipt.
We cannot offer refunds on shipping costs. Items must be received back in an unworn condition with no signs of wear. The original shoebox must also be received back in a re-sellable condition
My order is over the 30 days returns timeframe, can I still return?
Unfortunately we are unable to refund or exchange any orders which have fallen outside of the return's period.
How do I return my order?
Please use the Returns portal to raise a return request using your email and order number. Once the return has been authorised you you will receive a return number (RMA) and instructions in a separate email.
Note the RMA on the original packing list and enclose this within the returning parcel.
You can return with any courier of your choice, we just ask that you ship under a tracked service.
To help us monitor the return shipment we recommend that you upload your tracking information to the link within the RMA email.
I have returned my order, have you received it back?
Please check your return tracking and allow up to 5 days for this to be processed once received back. For delays over this timeframe please reach out to customercare@goodnews.london
Refunds
How long does it take for the return to be processed?
It can take up to 5 days for your return to be processed once received back, a confirmation email will be sent as soon as processed.
When will the funds be reflected in my bank account?
Refunds can take up to 10 days to fully clear, the exact timeframe will depend on your individual bank - we advise waiting 10 days before following up with us.
Other
Which stores are you stocked in?
You can view our stockist list here.
Where can I find your size guide?
Our size guide is available on our website, you can find it here.
The product I want is out of stock, when will it be restocked?
For specific out of stock sizes please enter your email on the product page to set up a return-to-stock notification. If a style is out of stock, please sign up to our newsletter and you will be notified if the style returns at a later date.
