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Returns policy

Changed your mind? If you are unhappy with your purchase, we will offer a refund  within 28 days of you receiving the item. This only applies if the item is returned to us in its original condition. If the item has been worn, washed or name tagged, we will be unable to accept it. Please note that no refund will be given without a dispatch note, receipt or other proof of purchase. 

Our returns policy does not affect your legal rights in respect of faulty or damaged goods. You do have a legal duty to take reasonable care of our goods. Where you have failed to take reasonable care of the goods whilst in your possession or returning them, we reserve the right not to offer you a refund in full. 

Ways to return

Return items to our store

Bring your unwanted items together with ‘proof of purchase’ into our store within 28 days from the date you received the item(s), for a full refund via the original payment method.(T&C’s apply) You can exchange your item(s) within 28 days, from the same date. Returns and exchanges can only be made in store if payment is made through Worldpay. Payments made through Paypal can only be returned by post.

Returns by post

Return your unwanted items within 28 days, from the date you received the item(s), for a full refund via the original payment method. In the unlikely event that the item is damaged or you have any issue with that is not your fault please contact us.

  • Simply complete the returns note included on the dispatch note 
  • Repackage your items (including the returns note provided) and attach the prepaid label included on your delivery note. 
  • Take your unwanted items to the local Post Office for free tracked returns. Ensure that you obtain and keep your proof of postage receipt for proof of returns as refunds cannot be processed until the item(s) are received to our return address.
  • Once we receive your returns we will refund you via your original payment method. Refunds are currently taking from 5-7 days from receiving your returns. Please note we have to quarantine your returns for 72hrs before handling following Covid 19 guidelines.

If you return your unwanted item(s) by post after the 28 day period, we reserve the right not to offer you a refund and instead will issue you a credit note for the value of the item(s).

Packages

Individual items, purchased as part of a package deal, cannot be separately refunded within our returns policy. Individual items can be separately exchanged within our returns policy (see above).

Specific items

We do not exchange or refund  swimwear, hats, gum shields, customised uniforms and sports kits,  shirts, blouses and tights for hygiene reasons, opened or unopened unless there is a manufacturer fault.

If the item is faulty

In the rare event that you receive a faulty item, please contact us via email at sales@gogna.me or call us on 0121 523 5572 – we will be happy to find a resolution for you. Any replacement item will be sent out to you free of cost.

If you don’t receive your items

Due to seasonal demand, delivery times may vary during the peak season of June to September. However, you should always, regardless of delivery method, receive your parcel within 5 days of making your order. 

If you have not received your parcel within this time, please initially check with DPD (our courier) who may have attempted to deliver the parcel while you were not home. Usually they will leave a calling card, but if they have not, call your local DPD office and enquire as to the location of your parcel.

If you are unsuccessful in locating your parcel, please contact us within 7 days so we can raise an investigation with DPD. We will also arrange for a duplicate order to be sent to you. You may also be contacted by DPD in the meantime to confirm that the original item was not delivered – this is so we can claim against the cost of the lost item. If the original item does arrive, please contact us as soon as possible to avoid being charged for the duplicate order.

Contact us

If you have any questions about our returns policy, or wish to make an enquiry, please get in touch with us by emailing sales@gogna.me or calling 0121 523 5572.

This does not affect your statutory rights.

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