We are so sorry to hear this! Please send us an email ASAP to with your order number and a photo of the incorrect/damaged item. If the item is missing, please send us a photo of the parcel and we will find the best solution.

Please check your spam folder, if it is not there and the money was withdrawn from your account, please contact us with your full name and approximate time you placed the order. If the money was not taken out it is most probable the order did not go through.

As soon as your order is shipped you will receive an email confirmation. The courier will contact you via SMS and/or email with the delivery information. Need help? Contact us at


All orders begin to be prepared when the payment is confirmed. All orders are sent from our warehouse located in Spain, you will receive an email with the tracking of your order.

Our handling time is 2 to 4 business days. This means that your order will generally be shipped within this period.

Why has my order not been shipped yet?

Exceptionally, there may be delays in processing time during Black Friday, Christmas, or collection releases due to increased workload.

The following times are estimates, they may differ on collection launches and special holidays.


1-3 business days

UK and Europe

3-5 business days

United States and Canada

4-7 business days

Rest of the world

6-8 business days

You haven to contact ASAP with your order number and correct address. We will notify the courier , however, we are not responsible for incorrect / incomplete information, such as name, shipping or billing addresses, postal code, telephone number, etc.

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.
Keep in mind that shipments to the Canary Islands, Ceuta and Melilla will require the provision of the DNI / NIE for customs duties and taxes.

The prices on the site do not include taxes or customs duties (this applies for orders outside Europe, the Canary Islands and United Kingdom) . All applicable obligations will be borne by the client. Unfortunately, we cannot estimate the amount of duty you will pay, but your local customs should be able to estimate the price.

If you refuse a shipment from GOI, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to GOI. This amount will be deducted from your refund. Please email your shipping and handling questions or comments to


We accept returns/exchanges within 20 days from after the reception of your order. Unfortunately, we are not able to offer free returns, the customer will be responsible for the shipping cost for the exchange and / or return.

Before closing the return package, please  include a  piece of paper with your order number and your name inside the parcel so we can identify it. Please keep in mind that if the item you wanted to exchange is no longer in stock, we will give you a refund instead. Please enter the link and follow the instructions

Enter your order number (it can be found in your order confirmation email and looks something like this #00000) and zip code.

More information here

The term for the refund / exchange can range between 3 and 12 working days from when we receive your return in our warehouses. As soon as we verify the status of the returned items, we will send you an email to inform you. Remember that the refund will be made in the same payment method used in the purchase.