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退款政策

We have a 28-day return policy, which means you have 28 days after receiving your item to return it back to us. Please note that returns must be requested within 14 days of receiving your item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging, alongside any care cards etc that were sent with it. You’ll also need the receipt or proof of purchase to enclose within the package.

To start a return, please either self-register your return by setting up an account here or alternatively, send us an email at customercare@goldtrip.co with your order number, reason for return and if relevant, any photos of your issue, if relevant. We'll typically respond within 24 hours of receiving your email, Monday-Friday. If your return is accepted, we’ll send you instructions on how and where to return the item to us.

We will ask you to arrange shipping the item back to us via Royal Mail. If we provide you with a shipping label, then, unless the item is faulty or we sent you the wrong item in error, the cost of the return shipping will be deducted from your refund. Please note that pverseas returns received due to the customer not paying duties/customs charges will not receive a refund of the original postage. Items sent back to us without first requesting a return will not be accepted. 

Please note that returns after 28 days of receipt/anticipated receipt are no longer eligible for a refund. We cannot accept returns/refunds/exchanges on earrings or ear cuffs due to hygiene reasons, unless there is an issue with the item. We cannot accept returns/refunds/exchanges on gift cards. We also cannot accept returns/refunds/exchanges on Sale items. This excludes discounted products from temporary promotions, which are still eligible for return.

You can always contact us for any returns questions at customercare@goldtrip.co


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. Any damaged items must be reported within 7 days of receiving your item otherwise we may not be able to help.


Exceptions / Non-returnable items
Certain types of items cannot be returned, including earrings and ear cuffs for hygiene reasons. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 


Processing your refund
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund too.

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