FAQs


ORDERS

Here is how it works:

Order Made - Confirmed – Processed – Shipped – In your hands

 

What payment methods do you accept?

We accept a number of payment options. See below for the full list:

 

How do I cancel my order?

Yes but be quick as we aim to process your order quite quickly. You can cancel your order at any time except after the order has been marked as ‘Shipped’. 

You can check this by following the progress of your order using Royal Mail’s Tracked service. 

You can find the link to the status of your specific order in your GoldHead Order Confirmation email. 

If you wish to cancel your order after it has been shipped, this is will be classed as a ‘return’. 

Please see our returns section on how to make a return including postage charges. 

 

How can I change my order?

You can amend your order within two hours of receiving your order confirmation as we really do aim to process orders as soon as possible. 

Within your GoldHead Order Confirmation email select ‘I would like to change my order’.

 OR 

If your order is not marked as ‘shipped’ that means you might still be able to change the order. We will check to see if you order hasn’t already been processed and will try to make sure everything is just right for you. 

Within your GoldHead Order Confirmation email select ‘I would like to change my order’. 

 

Can I change my delivery address?

Please contact us as soon as possible as the delivery address can only be changed before the order has been shipped. If your order has already been processed you might have to pay a new postage fee. 

Once an order has been marked as ‘shipped’ the address cannot be changed. But, you can return the item once it is delivered to your address. Please see our returns section on how.

  

When will I be charged for my order?

Once you select ‘Confirm & Pay’, and your card is authorised then payment is taken immediately. 

If your payment method is declined, then you have not been charged. 

Please note that with some unauthorised payments, some card issuers may still place a reserve on your account for the amount of the transaction under GoldHead. 

This can last up to 7 days or more depending on your bank so contact your bank to get the reserve lifted. 

 

Where is my GoldHead order?

Once you place an order with us, we will send you an initial order confirmation email. 

After your order has been processed and is ready, you will receive another email with your Royal Mail reference number. 

Using Royal Mail’s Track and Trace service you personally track the progress of your order.

SHIPPING

How can I track my order? (UK Orders)

If you choose Standard Shipping there is no tracking but you can request proof of postage.

We have 2 options for tracked UK shipping, Royal Mail Signed For® and Royal Mail Special Delivery™.

Royal Mail Signed For® gives proof of delivery including a signature, the ability to check to see when your item has been delivered.

With Royal Mail Special Delivery™, you can follow the status of your shipment every step of the way.

We use Royal Mail Special Delivery™ to offer you end-to-end tracking, signature on delivery and online confirmation via Royal Mail.

How can I track my order? (International Orders)

As said earlier, Standard Shipping does not have tracking but you can request proof of postage.

With the alternative, the procedure is same but we use Royal Mail’s International Tracked & Signed service for all international orders.

This international service still offers end-to-end tracking, signature on delivery and online confirmation via Royal Mail.

We will also be paying attention to your package and will be send you an email confirmation of delivery

When can I expect my delivery?

Destination Delivery Service Delivery Cost Delivery Time
UK Standard £3.50 About 10 working days
UK Signed £6 About 5 - 7 working days
UK Tracked & Signed £10 About 5 - 7 working days
Europe Standard £8.50 About 15 working days
Europe International Tracked & Signed £13 About 10 working days
Outside of Europe i.e USA Standard £10 About 15 working days
Outside of Europe i.e USA International Tracked & Signed £16 About 10 working days

 

Please note that for international orders outside of the EU; customs, import duties, and collection fees may still apply and are not included in your order.

These charges may vary depending on the country. All additional fees as mentioned previously are the responsibility of the customer only and may be due upon delivery.

Carriers may require a signature upon delivery, so please make sure that someone is available to provide one.

Deliveries are not be made on Weekends or Bank Holidays

RETURNS

The GoldHead Rules for Returns

  • All items must be returned within 14 days of receipt.
  • All items must be unworn and unwashed.
  • All items must have all original GoldHead tags still attached.
  • Any items purchased in the Sale cannot be refunded.
  • Shipping items back to us are at the customer's own cost.
  • All items must be in a condition to be resold, if not returned because of damage.

 

If your returns match these criteria then use our returns form to make a return.

1. Notify us via email at contact@goldheadbrand.com of your desire to make a return with the subject title ‘Returns’ along with your original order number.

2. Download our returns form here.

3. Print the returns form and fill in the top half with your reason(s) for a return and any other relevant information asked.

4. Cut the returns form along the dotted line and place the filled section with the item/s.

5. Put the filled section and the item/s in its original packaging or in a secure package.

6. Attach the bottom half, which is the returns address label to the front of your package ensuring any original delivery labels are covered.

7. Please obtain a receipt from the Post Office or take a photo of your package clearly showing the postage and address as proof of postage.

We advise all customers to keep their Royal Mail receipt, as evidence of a return, until we have processed the return.

 

I am an international customer. How do I return an item?

Please contact us via email at contact@goldheadbrand.com before returning any item/s.

Within the email use the subject title ‘Returns - International’ along with your original order number.

We ask that all international customers contact us first before returning the items, as we would need to properly guide you and also determine whether we can accept a return from an international location.

 

What if my return is not accepted?

If you send something back to us and we cannot credit you for it, we will not return it to back to the sender.

We will notify you via email of our decision and why.

If you would like it shipped back, this will be done at the sender’s own cost or it will remain in our returns centre for 30 days before being discarded.

Shipping costs will vary based on your location.

 

What if my order is damaged/defective?

These can be returned by filling out our returns form and selecting ‘damaged’ as the reason for the return.

Very important: We will accept the return a product as damaged or defective if it arrived to the customer in that manner. We will not accept returns of a product for damaged or defective if the product was damaged by the customer or whilst being used in a way that it was not intended. The intention of use is at the discretion of GoldHead and will be judged in a reasonable way.

 

When will I receive my refund?

Original shipping fees are not refundable. Returns are processed within 7-10 business days upon receiving your order.

Any refund will be credited to the payment method used in your original order.

 

Question not answered? You can still get in contact with us

If you have any issues regarding ordering, delivery, shipping, returns or similar, please fill out the ‘CONTACT’ form with your order number in the subject line, if you have one.

Alternatively email us directly at contact@goldheadbrand.com with your order number in the subject, if you have one.

If you do not have an order number, do not fret!  

 

Still send us a message, as we would love to hear from you.