Search our FAQ's for additional information


    How do I cancel or modify my order?

    Our dispatching team is working on your order immediately to ensure a quick shipment! Unfortunately this means we can not edit the details in your order. If you would like to request a cancellation please email our CS team at with your order details.

    I placed an order, but I have not received my order confirmation email?

    Not to worry, our emails like to go on little adventures into your spam or junk folders, please check these folders and if they are still not there then please contact us on along with the shipping address you used to place the order to and we’ll get one over to you as soon as possible.

    Can I change the shipping address on my order?

    Regrettably we are unable to change the shipping or billing address on an order once it's been placed. This is for security reasons and to avoid fraudulent charges. If you have made a mistake on your order please contact our customer service team with your order details. Our team will cancel and refund the order where applicable.

    There are missing items from my order?

    If you have ordered from more than one brand the items will arrive separately, as each brand is dispatched by the retailer. You will receive a shipping email per brand ordered.

    If you have ordered from only one brand and you are missing an item, please do not worry! Simply send your order details over to with an image of your packing slip, so that our dispatching team can investigate and help resolve the error

    Incorrect Item received?

    Sometimes mistakes can happen and you may receive the incorrect item in your order!

    Please don't panic! We take full responsibility for these dispatching errors, and we understand how important it is for you to receive the correct item promptly.

    To rectify the situation, our team will arrange for the correct item to be shipped to you immediately. Simply alert our customer care team ( providing your order details and the information of the item received in error.

    To ensure a smooth replacement process, we kindly request the following from you:

    1. Pack the incorrect item securely in its original packaging, if possible.
    2. Attach the return label that our CS team will provide to the package.
    3. Drop off the package at your nearest location or schedule a pickup at your convenience

    Once we receive the incorrect item back, our team will expedite the shipment of the correct item to you.

    Where is my order?

    Once your order has been dispatched you will receive a shipment email containing your unique tracking number! Please double check your spam/junk folder for this email. This tracking number will allow you to follow your parcel as it makes its way through the transit network! Please note, it can take a day or two for the tracking details to be updated on the system, if you don't see your parcel information straight away please check again after 24-48 hours.

    Please see our delivery and returns page for all the estimated delivery time frames

    Do you have any physical stores where I can see the products and try them on?

    Unfortunately, we operate exclusively online. But you're welcome to order the dress you're interested in. If it doesn't meet your expectations, you can return it for a full refund within 14 days of receiving your order.

    Do I have to enter my billing when ordering?

    This is simply to ensure that all orders are authentic. When placing your order, your billing address must be entered correctly. Failure to do this may result in your order not being processed and dispatched.

    How do pre-orders work?

    Certain styles on our website are available for pre-order, as indicated in the product description. This allows you to purchase the item before it's in stock. Your payment secures your order, and we'll dispatch your items promptly upon receiving stock, typically within 7-14

    What if I receive a damaged or defective item?

    We apologise for any inconvenience caused by receiving a damaged or defective item. We understand that this can be frustrating, and we want to assure you that we are here to help resolve this issue for you.

    If you have received a damaged or defective item, please reach out to our customer service team as soon as possible Provide them with details about the issue, including the order number, a description of the damage or defect, and any supporting evidence such as photographs if available. This will assist us in quickly assessing the situation and finding the best solution for you.

    Our customer service team will guide you through the return or exchange process for the damaged or defective item. Depending on the situation, we may offer a replacement, a refund, or another suitable resolution to ensure your satisfaction.


    Where do you deliver to?

    We deliver across the US, Canada, Europe, and the Rest of the world.

    What are your delivery options?

    Service Time Frame Price
    Free worldwide delivery on orders over $120 3-8 Business Days $0.00
    Standard delivery $12.00 (Orders under $120) 4-9 Business Days $12.00

    How do I track my order?

    You will find your unique tracking number and courier link in your shipping confirmation email. Please double check your spam/junk folders if you can’t see the email in your main inbox. If no results show, please contact us on

    You can track your order by going to the couriers track & trace page and entering the tracking number within your email

    What if I am not in when my order is delivered?

    If no one is available to accept the delivery you will receive a card/text to advise that delivery has been attempted with details of how to arrange a redelivery or to collect from a local depot if you prefer.

    If you have missed delivery or need to update the address details for your order. Please contact the local carrier and advise directly. Unfortunately once your parcel has crossed international borders it is not possible for our team to communicate directly with the final mile carrier or local customs authority.

    Do you deliver on Weekends?

    Not currently, we’ll let you know if this changes!

    My order hasn't been received but the status is delivered?

    If your order tracking is showing as delivered but hasn't arrived. Here's what you can do in such a situation:

    1. Check with neighbours or household members: Sometimes, the carrier may have left the package with a neighbour or someone else in your household. Check with them to see if they have received the package on your behalf
    2. Double-check the delivery status: Verify the delivery status of your order by checking the tracking information provided in your shipment email. Sometimes, there can be a discrepancy in the tracking system, or the package may have been marked as delivered in error. Make sure to review the tracking details thoroughly.

    Why is my order late?

    Delivery delays can be frustrating, especially when you are eagerly awaiting a package or shipment. There are several reasons why international deliveries can be delayed, including:

    • Customs clearance: Packages need to go through customs clearance procedures in the destination country, which can take time.

    • Weather conditions: Extreme weather conditions such as snowstorms, hurricanes, and floods can delay shipments.

    • Transportation issues: Transportation delays such as flight cancellations, truck breakdowns, or traffic congestion can cause delays.

    If your package is delayed, the first step is to check the tracking information provided in your shipping email. This will give you an idea of where your package is and when you can expect it to arrive. If the delay is caused by customs clearance, you may need to contact the shipping company or the customs department to get more information.

    Unfortunately, there is little you can do to speed up the delivery process once the package is in transit. If you feel your parcel is lost in transit please contact our CS team ( so we can resolve this error.

    How can I tell if my item has been shipped and when it will arrive?

    Once your order has been dispatched from our warehouse, you will receive a text/email from the provided courier service. This will include your tracking number and a link for you to track your order.

    You can track your order by going to the couriers track & trace page and entering the tracking number provided


    Are there additional charges for international customers?

    Import duties and customs duties may apply to orders outside the US / Canada. Please check with your local customs agency for more details.


    What is the returns policy?

    Goddiva provides a 28 day return policy from the date the order is received. We offer free downloadable returns labels for US/Canada customers to facilitate the return process. International customers must pay to return their orders

    How do I return my order?

    To return your Goddiva order, please visit our returns portal you will need your Goddiva order
    ID and email address

    Repack your return(s) in a waterproof non-see-through packaging.
    Please include the order note inside each parcel. If this has been misplaced, no problem! A note with the following details will also be accepted

    -Order number (can be found on your confirmation email)
    -Reason for return (style/size)

    Pop your shipping label on the outside of your parcel and follow the steps for drop off or pick up. Or present your QR code to the courier and they will provide you with a prepaid label.

    I have lost/misplaced my returns form

    No problem! Just jot down the following on a sheet of paper:

    • Your order number
    • The email address used for the order
    • Product code(s) of the dress(es) you're returning/exchanging
    • Reason for the return
    • Preference for refund or exchange.

    The return portal isn't working / order not found?

    First of all, please make sure you made your order via not one of our partner marketplaces such as; The Bay. Returns for orders made through a 3rd party will need to be processed  manually through our CS team (

    Please make sure you are using your Goddiva order ID starting with a #(hashtag) you will also need the email address  used to place the order

    Ensure that you include the returns note inside the parcel. In case it's misplaced, a note with the following details will suffice:

    Order number (located on your packing slip/ email confirmation)

    Reason for return

    Whether you are requesting a refund or an exchange

    How do I know if my returns have been received by Goddiva?

    When utilising our returns labels, please take note of the barcode number. This number allows you to track your parcel back to us. Simply enter the barcode number in the "Track and Trace" section on the website

    How long do returns take?

    It can take 7-14 business days (excluding weekends & Public Holidays) from the date delivered back to us for a refund to be issued. Once your refund is processed, you will receive an email notifying you. 

    Why has my order been refunded?

    We apologise if an item in your order has been refunded. Occasionally, items become unavailable due to high demand. If this occurs, we'll contact you to confirm any changes. Other items in the order will be shipped, and the out-of-stock item refunded. Please note, dispatched items cannot be cancelled.

    Can I return sale items?

    Yes, you can return sale items! Any items purchased in sale must be sent back to us within 28 days of delivery. A refund will be issued providing the garment is in its original condition and packaging

    Can I return or exchange a product?

    We have a return and exchange policy in place. If you are not satisfied with your purchase, you may be eligible for a return or exchange within a 28 day time frame. Please visit our returns portal to start your exchange 

    Returns outside of the returns policy?

    You have 28 days from the date the order is received to initiate a return on our returns portal. We cannot accept returns outside of the 28 days return and exchange policy. After the 28 day return period has lapsed you will no longer be able to register a return through our returns portal.

    Is there an extended period during the Christmas season?

    You have 28 days from the date of delivery to return an item. Your legal rights remain unaffected. If you're using our provided return label, be sure to keep track of the barcode number for parcel tracking. During the Christmas period, we do offer an extension, allowing customers up to 35 days from the date of receipt to initiate a return.


    Can I use the discount code on sale items?

    Unfortunately, we do not offer additional discounts on top of our sale items. Only one discount code can be applied per order. Discounts are valid on all full price Goddiva items only.

    How do I redeem discount codes?

    Once you have selected your desired dress(es), simply go to the check out page, there you will find a discount code box, enter the code and click ‘apply’ – it's that simple. Discounts are valid on all full price Goddiva items only.

    Please note, promotion codes are only valid on the date stated, after this time the code will no longer apply.

    How do I keep up to date with all your latest promotions and discounts?

    There are a few ways for you to keep up to date with what’s happening with Goddiva;

    • Sign up to our newsletters here
    • Follow us on X (Twitter), Instagram and Facebook – just search for Goddiva Fashion (Don’t forget to follow and like our posts)

    Do you have a customer loyalty program?

    At Goddiva we really appreciate our customers and all your support! 

    If you sign up for a customer account, you will begin to collect VIP points with every order you place! You will receive $1.00 for every 100 points.

    I ordered last night and now there's a discount code available. Can I apply this discount to my order?

    Unfortunately, once an order is placed, we can't retroactively apply a discount code. The discount codes are only applicable to orders placed during the promotion period.


    I am unable to login?

    Sorry to hear you are unable to login! Have you tried our forgotten password link? If you have not received your reset password email, it might be the case that your order was placed as a guest! In such cases you will need to register for a Goddiva customer account

    Do you have any stores where I can see the items and try them on?

    Goddiva is an online brand only. By all means, you can place an order for your desired style and if it is not suitable then we will offer you a full refund within 28 days of your delivery date.

    Do you have a newsletter?

    Yes! You can keep up to date with all the latest new ins, discounts, promotions and style tips! Simple subscribe through the link below

    I tried reaching out to your customer service department, but I haven't received a response?

    Please be aware that our customer service is available via email from Monday to Friday 9:30am-5:30pm (UK) Our team will get back to you at their earliest convenience.
    During holidays and special occasions, please allow up to 7 working days for a response from our customer service team.

    My payment has not gone through. What should I do next?

    First and foremost, double-check all the information you've entered to ensure it's accurate. Reach out to your bank to confirm that there are no issues with your card or account. If you encounter any error messages during the payment process, take note of them. Feel free to get in touch with us, providing these error details, and we'll be glad to assist further. You can reach our Customer Service Team by sending an email to

    What do I do if I can't place an order?

    Please, contact with your name, shipping address and the SKU of the style(s) you’d like to purchase.  Our team will assist you further.

    What forms of payment are accepted?

    We accept several payment methods, including Visa, Visa Debit and Mastercard. Additionally, we offer payment options through Paypal,  Afterpay for your convenience.


    Out of stock styles?

    All our available colours and sizes are listed on the website. If you can not find what you are looking for we offer back in stock notifications! Simply subscribe on the product page by selecting the out of stock style. You will be prompted to add your email address for the notifications
    All our amazing new ins are uploaded every Monday!

    What happens if an item I ordered is out of stock?

    We understand that it can be disappointing to learn that an item you ordered is out of stock, and we apologise for any inconvenience this may have caused.

    In the event that an item you ordered is out of stock, we take the following steps to address the situation:

    Notification: Our team will promptly notify you via email regarding the out-of-stock item. We will provide you with information on the specific item that is unavailable and issue you with a full refund back onto the original payment method

    Do you have a size guide for your clothing?

    All our styles are sold in US standard sizing, there is a size chart available on the product page, we have also provided a tutorial on how to find your perfect size.


    What times are the customer service team  available?

    Our customer service team are available by email and across our socials

    We strive to respond to all inquiries promptly during our operational hours, outside of hours responses may take up to 48-72 hrs

    Our Customer Service Team's Operating Hours:

    🕰️ Monday-Friday: 9:30am-5:30pm (UK time zone)

    📅 Saturday-Sunday: CLOSED (including UK Public Holidays)