Customer Care

1. Contact first

Write to contact@thegoldenwear.com with the order number, checkout email, reason for the claim and clear photographs where relevant. For several affected items, include evidence for each item or show that the issue is shared. Do not send a parcel before we confirm the route.

2. Changes of mind or fit

Where applicable law permits, we do not offer voluntary returns or exchanges for a change of mind, preference or a customer-selected size, colour or design. Any mandatory withdrawal or cancellation right remains available subject to its conditions. Direct return costs and any lawful reduction for handling beyond inspection may be your responsibility.

3. Product issues

Tell us promptly if an item arrives damaged, misprinted, defective, incomplete or different from what you ordered. Keep the packaging where possible and provide photos of the whole item, affected area, size label and parcel information. We will review the claim and provide the repair, replacement, price reduction, refund or other remedy required by applicable law.

4. Review and remedy

A claim does not create an automatic refund. We may request additional evidence or, where legally permitted and proportionate, the return of the goods before issuing a remedy. We may investigate inconsistent or fraudulent claims and refuse only where the evidence and applicable law support that decision. Nothing here limits a mandatory right.

5. Address and unclaimed parcels

Costs caused by an incomplete or incorrect delivery address, refusal or failure to claim a parcel may apply where permitted by law and will be explained before any reshipment. A new order may be offered at the customer's cost. These rules do not override statutory withdrawal, conformity, cancellation or refund rights.

6. Resolution

Approved refunds are sent to the original payment method unless the law permits another arrangement. We follow the timing required by applicable law after the remedy is approved and any required return or evidence review is complete. Contact contact@thegoldenwear.com if you need a withdrawal form or case-specific instructions.

Version 2026-08-02 / last updated 2 August 2026. See the Terms of Sale for the complete framework.