Find advice and answers from our support team fast or get in touch
Something not quite right? We’re sorry to hear that! But, no sweat – we’re happy to offer our customers quick, easy and moreover FREE returns here at Gotrend, within 14 days of delivery.
Important things to note:
If you’re unable to locate your returns label, we’re able to provide you with a printable copy upon completing the online returns process.
Whilst we’re happy to receive most returns, please glance quickly over these points to ensure your items are eligible for a return/refund:
We offer two options for returning unworn/unused items. You can either:
Yes, absolutely. Within 14 days of receiving your order, we’re happy to exchange any items for you assuming that the product code for your new item matches that which you are returning. For your information, matching product coded items will be available on the same page when shopping on Gotrend.com
Items must be the same in price to qualify for an exchange.
In the instance that the item you’d like to exchange for is out of stock or unavailable, a refund will be processed in its place. If you’d like to exchange an item for a product which has a different code, you will instead have to return the original order (for a refund) and place a new order altogether.
To exchange any items, follow the steps above, but use the returns form to mark which items you’ll be exchanging and the new items you’d like to be delivered. Please also enclose your original order number – just to help our team get you exactly what you want!
Please note: exchanged items will be delivered to the original address using the same delivery method as your original order.
Refunds will be processed within 5 business days from when we receive your returned items. For COD orders, the money will be placed in your Gotrend wallet for use on your next purchase. Returning funds to your Gotrend wallet takes approximately 48 hours; funds cannot be transferred or withdrawn.
If you’d prefer we refund you directly to your bank, please provide us with these details when you submit your return. Returning funds to your bank takes up to 21 business days; send an email to firstname.lastname@example.org with your order number, returns information and the required bank card information in order to facilitate this.
Exchanges can take up to 7 working days to be received by our warehouse; you’ll be kept up to date with email confirmations throughout this time to ensure you are aware of your order status. Once your exchange has been shipped, you’ll receive a new shipping confirmation email. If the item was out of stock and the exchange unavailable, you’ll receive email notification of your refund.
Something we hate to hear and can only apologise deeply for! Let us make it up to you, by sending us an email email@example.com with the following details:
Pictures or video to evidence the issue
(Your satisfaction as a customer is so important to us – we promise to investigate circumstances such as these immediately and will endeavour to make things right however we may.)
Absolutely – you’re able to package and return several orders in one box, but please ensure that you fill out and enclose the corresponding returns slip for each item/order. In this instance, you only need to use one return label on the outside of the package – again, please make sure you cover up the original delivery barcode.
Unfortunately we have a strict no-return policy on all our beauty products. We advise you to read the product description thoroughly before purchasing your desired product.
You can request for a return within 14 days upon receipt of the order.
Please also note that: