FREQUENTLY ASKED QUESTIONS
We apologize for the inconvenience. Please get in touch with our support department within 24 hours after receiving your order via email@example.com. Please share in your email your order number, item number (optional), and a description of the defect. Attach photos of the damage. Once you have submitted your request to us, our experts will analyze your damaged item and provide initial feedback based on the information provided. We will make an exchange upon stock availability. Otherwise, we will refund the item cost to your original payment method.
Our apologies for the inconvenience. Please get in touch with our customer support via email, phone or chat.
We will send the missing item upon stock availability. Otherwise, we will refund the item cost to your original payment method.
Our apologies for the inconvenience. Please get in touch with our customer support via e-mail, phone or chat.
We will provide you with a free shipping label to return the wrong item to our warehouse and send the missing item upon stock availability. Otherwise, we will refund the item to your original payment method.
We are sorry to hear that the product does not meet your expectations. We do our outmost best to display all products truthfully on our website.
If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.
Please feel free to contact our customer support via email, phone, or chat. We will do our best to give you guidance and advice for your future purchase.
Goldbergh products are made with the highest quality materials and craftsmanship. If by any means the product shows a trace of a manufacturing defect within two years after the purchase date, please reach out to our customer support team.
Goldbergh products purchased from an Authorized Retailer are handled by the retailer. Please contact your salespersons directly to handle any manufacturing defect.
We only offer a warranty for Goldbergh items purchased online in the official brandstore. Please mind that any defects submitted two years after purchase are not taken into consideration.
In order to qualify for a warranty, please contact our support department via firstname.lastname@example.org. Share in your email your order number, item number (optional), and a description of the defect. Attach photos of the damage.
Once you have submitted your request to us, our experts will analyze your damaged item and provide feedback based on the information provided.
If your warranty request meets the requirements, our team will repair the product free of charge, or replace it at our discretion.
If the product is not repairable, or the cost of the repair exceeds the value of the product, we may choose to replace the product instead.
If the exact style is not available for replacement, a product of equal value and a similar style will be provided.
Please note, knitwear, footwear, accessories and collaborations are excluded from the Goldbergh warranty program, unless otherwise stated.
This warranty does not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear.
For any damage not covered under the warranty, Goldbergh may offer to repair the damage for a reasonable charge. If such an offer is made, we will discuss this with the consumer, prior to any repairs being made.
We understand you may wish to alter or modify your Goldbergh item to suit your body or needs. Unfortunately, we do not have the capacity to perform custom alterations or modifications at this time. Nor do we compensate for the costs.
For general warranty inquiries feel free to contact our support team. All case updates and/or repair decisions, will be available to you in your case, after your garment has completed inspection.
If you need to make any amendments to your purchase, please call our customer support team as soon as possible. We will do our best to help you as best as possible. Depending on the status of your order, it may be possible to change the shipment address.
There is only a short amount of time between when you place your order and when we start processing it, so we can guarantee fast delivery.
If you contact the customer support team straight away after ordering, we may be able to cancel or alter your order before it’s processed.
In case your order is already being processed, we will despatch your order and then you can return it to us if you wish upon receiving it. We accept returns within 14 days after day of receipt.
Unfortunately, we are not able to combine or add an item to an existing order. If you need to order a greater quantity or an additional product, please place a new order online.
You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, if you would like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.goldbergh.com/account/login and follow the instructions.
We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.
Your order confirmation is automatically sent to your email address when you place an order. It could be the unlikely circumstance that your email ends up in your spam box or junk mail. If the confirmation mail ends up in your spam box, please whitelist our email address: email@example.com.
If you haven’t received your order confirmation within 24 hours, please get in touch with our customer support team just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting us in case the order confirmation has been diverted there.
As soon as your order has left our warehouse, you will receive a delivery confirmation email. Here you will find a tracking reference that you can use to check the progress of your order online.
You can track the status of your order to find out where it currently is and when it will get delivered at any time using this tracking number.
Please pay attention to the correct spelling of the code and make sure that it is intended for use in your country/currency.
If your code does not work, please contact our customer support team, so we can help out further.
SHIPPING & DELIVERY
The Goldbergh warehouse is located in the Netherlands, Europe. Due to American regulations set by the Internal Revenue Service (IRS), your Tax ID number is required for overseas purchases to complete US Customs entry paperwork.
By placing an order with Goldbergh, you agree to provide your social security number and tax ID to the carrier. In case you refuse to do so, your order will be blocked by US customs and returned to our warehouse.We can issue a refund only if the parcel has reached our warehouse. Goldbergh does not take responsibility for any Tax-related identity theft that may occur in the future.
The estimated shipping costs depend on the shipping country. We would like to refer you to our overview on the Shipping & Delivery page for more exact information.
Unfortunately, it is not possible to pick up your order at our warehouse, as it is fully automated.
The estimated delivery time depends on the shipping country. As soon as your order is shipped, you will receive a shipping confirmation with a tracking number, so you can check the current status of your shipment.
Please refer to our shipping & delivery page, where you can see the estimated delivery time per country.
If you have ordered several items at the same time, the products may be delivered in different shipments. Shipping charges will be incurred only once in any such case. An order may be split into multiple shipments in order to get your items to you as quickly as possible. This means that you may receive some items before others. If you do not receive all of your items in one shipment, please be assured that the remaining items will be sent to you in a separate shipment. If there is anything still missing after receiving both shipments, please do not hesitate to contact our customer support team for assistance.
We strive to deliver your order within the specified delivery time. However, it may happen that an order is unexpectedly delayed. For questions about delayed orders, you can contact our customer support team.
You can contact us via mail, phone or chat on weekdays between 9.00hrs and 17.00hrs CET.
Please contact our customer support team by email or phone. We will report the missing package to our carrier. It will take 8 business days to complete the investigation. We kindly ask you to check up on your neighbours in the meantime. In case your parcel remains untraceable after 8 business days, you can either receive a full refund or choose to replace your order.
If you need to make any amendments to your purchase, please call our customer support team as soon as possible.
We will do our best to help you as best as possible. Depending on the status of your order, it may be possible to change the shipment address.
RETURNS & EXCHANGES
You may return your order within 14 days from the date of delivery. All products must be returned in a new and unused state, with all protective materials in place and tags attached to them.
Please handle light-coloured clothes and accessories carefully if you are still deciding whether you will be keeping the item.
We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way.
Returns outside the timeframe of 14 days may be accepted at the discretion of Goldbergh and may only be refunded as a store credit. We will only reimburse you if the return procedure is followed properly.
If you want to return the gift box ( within the return period), please first contact our Customer Support. You must return the complete box in its original condition, including all items. We reserve the right not to accept a return if the item has not been returned in its original condition.
Shipments can be shipped from our various warehouses. Please contact our Customer Support first, they will advise you on returning your shipment.
Please find the return instructions on the order overview inserted in your parcel. Or start your return here.
If you wish to return your order on your own initiative, we kindly ask you to inform our customer support team in advance at firstname.lastname@example.org. Please note that we may not accept liability for missing or defective shipments.
Montapacking Oosterhout B.V.
4906 CR Oosterhout
The article received is sealed with a Return Vignette® seal and hangtag. Fitting and assessing is possible, but the article may not be put into use. Fitting in a hygienic way is allowed but make sure that when fitting, the articles are not damaged and/or dirty. With the removal of the Return Vignette® seal, the right of return and refund expires. If you wish to return the article, please make
sure you send it back to us in its original condition and original packaging.
The right of return and refund expires when:
- The Return Label® seal is broken
- The product is dirty and/or damaged
- The product has been washed
When your return is received in good order, we will refund the purchase amount within 5 working days.
Your refund will be credited to the original payment method. Credit card payments will be processed within 14 days.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
We expect to process your return shipment within 5 business days of arrival in our warehouse. Once we have received your return shipment, you will be notified via email. We strive to refund the purchase amount within 5 working days. Please be aware that the refund will be credited to the original payment method.
Unfortunately, it is not possible to exchange your order. We advise you to place a new order and return the unwanted item(s).
You can return your order via our return page.
For our customers returning their order from outside the EU, we kindly ask that you attach a detailed invoice on the outside of your package. This will help to ensure a smooth process at customs. By providing this information, we can help to expedite the return process and minimize any delays.
Please make sure to include all relevant information and double check that the invoice is attached to the outside of the package before shipping. We appreciate your cooperation and thank you for choosing our webshop.
Please note that in order to receive a refund, the order must be returned within the 14-day return period. Additionally, the items must be returned in their original condition, which means they must be unharmed, unused, and with all protective materials and tags attached. This is necessary to ensure that the items can be resold to other customers in their original condition.
The 14-day return period starts on the day the order is delivered to the customer or picked up from a designated location. The last day of the return period is the day the order is returned to our local drop off point. It is important to note that refunds can only be issued if these conditions are met.
We strive to provide our customers with the best possible shopping experience, and we understand that refunds may be necessary from time to time. Our refund process is designed to ensure that our customers receive a fair and transparent refund for their order.
At Goldbergh, we understand that returning items can be a hassle, and we strive to make the process as simple and straightforward as possible. However, we regret to inform you that we will only refund shipping costs in the case of a complete return. If you decide to keep one or more items from your order, we will not be able to refund the shipping costs associated with returning those items.
We hope this information helps you make an informed decision when considering a return of your order. If you have any further questions or concerns, please do not hesitate to contact us. Our customer service team is always available to assist you.
Please note that every returned item is carefully evaluated in accordance with our quality standards. If an item is found to be non-conforming with our quality standards, it may be rejected. We strive to provide our customers with high-quality products and we take this evaluation process very seriously.
If your returned item has been rejected, we will notify you of its status within 10 working days. We understand that this can be a longer wait time than desired, but we assure you that this time is necessary to ensure a thorough evaluation of the item.
We appreciate your understanding and patience throughout this process. Our goal is to provide you with the best possible experience and we are committed to resolving any issues you may encounter in a timely and efficient manner.
If you have forgotten your password, you can click on the forgot password link on the login screen. After entering your e-mail address, you will receive an e-mail to reset your password.
How to enter the login screen?
Click on the symbol ‘My Account’ on the upper right part of the webpage in order to enter the login screen. Alternatively, click on the login link in the first step of the checkout in order to enter the login screen.
If you no longer wish to receive our newsletter, you can unsubscribe by clicking on the unsubscribe link at the bottom of the newsletter. This will open a form in which you can specify your communication preference.
Our transactions are carried out by Shopify Payments. Shopify is certified according to the Level 1 PCI DSS standard, which indicates the level of security offered to merchants and consumers alike.
Depending on what country your order is being shipped to, Goldbergh accepts various payment methods. We accept credit cards for all countries.
Credit cards: Visa, American Express, MasterCard, Cartes Bancaires, Visa Electron, Maestro.
Other: Paypal, Apple Pay, Google Pay.
Local payment providers: iDEAL, Bancontact, Sofort.
To make shopping quicker in future, you have the option to safely store your credit card details.
You can choose not to save your card details by unchecking the box on the payment page. If you change or add a new address, you’ll need to re-enter your card details.
If a customer makes an online purchase with their credit or debit card and they are dissatisfied with the transaction, they may be able to initiate a chargeback. We strongly advice to contact customer support before initiating a chargeback, as this can often help to resolve the issue more quickly and easily.
Once a chargeback has been initiated and processed by the card issuer or bank, Goldbergh as a merchant has no ability to intervene or issue a refund for the transaction.
When a chargeback is requested by the client, the bank will then investigate the claim and, if it is deemed valid, will reverse the transaction and refund the customer's money. The bank will also notify the merchant of the chargeback and request evidence from the merchant to support the validity of the transaction. In all cases Goldbergh will provide evidence such as proof of shipment/delivery or proof of the customer's authorization for the transaction.
If the bank determines that the chargeback is invalid or that the merchant has provided sufficient evidence to support the transaction, the chargeback will be denied and the transaction will remain in place.
The final decision ultimately rests with the card issuer or bank, and can take up to 75 days. Goldbergh must wait on the bank for this final outcome before starting our refund procedure. We cannot issue a refund until the results of the chargeback are formally settled.
In case the client considers initiating a chargeback, it is important to note that chargebacks can be time-consuming and complex, and may not always result in a favorable outcome for the customer. We strongly advise to try to resolve any issues with our support team directly before considering a chargeback, as this can often be a faster and easier way to get the problem resolved.
For any questions about this matter, please do not hesitate to contact our support team: email@example.com