Can I track my order?
Yes – you can track your order using the tracking number in your order confirmation email.
How long will it take for my order to arrive?
All UK orders are processed within 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. For all other countries, check our shipping overview here.
Can I pick up my order at your store?
Just select the Pick up at store option on the item you wish to pick up from store.
What are your shipping costs?
UK shipping is a flat rate of £5. For all other countries, check our shipping overview here.
Do I need to pay custom fees if ordering from outside the UK?
Yes, European consumers can now be subject to paying taxes and duties when buying from the UK. Please message us directly with specific queries on your country.
My order hasn’t arrived, what should I do?
Please use the link in your email confirmation to track your parcel. If your parcel hasn’t arrived within 10 days for UK orders or 20 days for EU orders, please get in touch with us by emailing firstname.lastname@example.org
What forms of payment do you accept?
We accept major debit and credit cards, Apple Pay, Google Pay and PayPal.
Do you do Good Story gift cards?
Yes! You can find them here. Once purchased you will receive a digital gift card via email.
Where do I enter my gift card or discount code?
You can enter your gift card or discount code on the first page of the checkout.
What happens if I spend more or less than the value of my gift card?
If you don’t spend the full amount of your voucher, then your code will remain valid with your remaining balance. If you want to spend more than the value of your voucher, simply pay the remainder at the checkout.
RETURN & REFUNDS
What is your return policy?
We have a 28-day return policy on full price items, which means you have 28 days after receiving your item to request a refund. In the case of sale items, we have a 14-day return policy, which means you have 14 days after receiving your items to request a refund.
To be eligible for a return, your item must be in the same original condition that you received it, unworn and unused with labels and tags intact, and in its original packaging.
How do I return an item?
Through our online returns centre:
- Enter your order number and email address and click Start
- Follow the instructions and select the items you want to return
- UK customers will receive a confirmation email with a returns label.
- International customers must use the portal to manage the return but are responsible for their own returns label. We recommend sending your return items using a trackable, reliable courier as we cannot refund or exchange goods that are lost in transit.
- To visit our returns centre, please click here
Are there any charges for return?
- Returns are charged at £5 for UK customers. Creating a returns label is free, we simply deduct £5 from your refund.
- For all other customers, we advise returning any items back to us using a trackable service. Items being returned are at the sole responsibility of the customer until they are received by our warehouse.
- Returns are free for faulty items.
- Original shipping charges are non-refundable.
Do you offer exchanges?
Currently we are not able to process exchanges. We suggest that you return your item and place a new order.
When can I expect the refund back in my account?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the return is approved, your refund will then be processed, and a credit will automatically be applied to the original method of payment within 10 working days.
Can I change or cancel my order?
You can get in touch with us as soon as possible and we may be able to change or cancel your order. However, we do process and pack all orders very quickly therefore this may not always be possible. If an order has already been processed, it is simple to return any unwanted items back to us. Please see our Returns page.
I’ve received the wrong item, or an item is missing, what should I do?
We’re sorry to hear that! Our team take great care when packing your orders but there can be mix ups from time to time. Please get in touch with our customer service team email@example.com and we will resolve the issue as soon as possible. Please include your name, order number and the item that is missing or incorrect.
My item is faulty, what should I do?
We’re sorry to hear that! Please get in touch with us by email firstname.lastname@example.org as soon as you identify a fault, and we will work quickly to resolve the issue. Please include your name, order number, explanation of the problem and if possible detailed photographs of the fault.
What size should I buy?
We recommend using our Size Guide. The size guide can be found here.