Refund policy
RETURN & REFUND POLICY
All Goud products are made to order. Production takes 3–5 business days depending on the item, and delivery within Bulgaria takes 1–2 business days.
If you’re not completely happy with your order, you can return or exchange item(s) under the conditions below.
Right to return You have 14 days from the date you receive your item to request a return or exchange. To be eligible, your item must be in the same condition you received it — unworn, unused, with tags attached and in its original packaging. Any signs of use, alteration or damage will result in the return being refused. You’ll also need your receipt or proof of purchase.
Non-returnable items Personalized or made-to-measure items (including clothing made to your specifications) cannot be returned unless they arrive defective or damaged. [Optional — keep only if they apply to you: We also cannot accept returns on sale items or gift cards.]
How to start a return
-
Contact us at office@goud.bg within 14 days of receiving your item, with your order number and the reason for the return.
-
Once your return is approved, we’ll send you instructions on how and where to send it, including the return address.
-
Pack the item securely in its original packaging and include your receipt or proof of purchase.
Items sent back to us without first requesting a return will not be accepted.
Return costs Customers are responsible for the cost of return shipping. We recommend using a tracked service so you can be sure your return reaches us safely. If you’re exchanging an item, we’ll cover the cost of shipping the new item to you (within Europe).
Damaged or defective items Please inspect your order as soon as it arrives. If your item is defective, damaged, or you’ve received the wrong item, contact us immediately at office@goud.bg with photos of the issue. We’ll arrange a replacement or refund at no extra cost to you.
Exchanges The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new item.
EU consumer rights (14-day cooling-off period) Under EU consumer protection law, you have the right to cancel your purchase within 14 days of receiving your order, for any reason and without justification, and receive a full refund. This right applies to both standard and made-to-order goods, except items that are personalized or made to your own specifications. The item must be returned in the same condition you received it — unworn, unused, with tags and in its original packaging, along with your receipt or proof of purchase.
Refunds Once we’ve received and inspected your return, we’ll let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method. Please allow 7–14 business days for it to appear in your account, depending on your bank or card provider. If more than 14 business days have passed since your refund was approved and you still haven’t received it, contact us at office@goud.bg
Contact us If you have any questions or concerns about a return, email our team at office@goud.bg