The Gloomy Goth Shop understands that shopping online isn’t always perfect. That’s why we operate a clear and fair returns policy, so you can shop with confidence.

If something isn’t right, please get in touch and we’ll do our best to resolve it quickly and reasonably.

Your Right to Cancel (UK Online Orders)

Under UK consumer law, you have 14 days from receiving your order to let us know if you wish to cancel or return an item.

Once your return has been authorised, items must be returned within 14 days of return approval.

This right applies even if your order has already been dispatched or delivered.

Return Conditions

To be eligible for a return:

• Items must be unused
• Items must be returned in their original packaging
• Items must be returned by the original purchaser
• Proof of purchase may be required

Returned items must be in a resalable condition. We reserve the right to make a deduction from any refund where handling has reduced the value of the item beyond what is necessary to inspect it.

Examples of Diminished Value

Handling that may result in a deduction includes, but is not limited to, items that have been:

• Worn or stretched
• Marked, stained, or washed
• Covered in pet hair
• Returned with missing tags, labels, or original packaging

Custom-made or personalised items are non-returnable.

Return Postage

• Return postage costs are the responsibility of the buyer
• Return postage costs are non-refundable
• Returns must be authorised in advance
• We strongly recommend using tracked or signed-for postage

The Gloomy Goth Shop cannot be held responsible for items lost or damaged in transit during return.

Please see our Shipping & Delivery Information page for delivery details.

Refunds

• Refunds are issued once the returned item has been received and inspected
• Refunds are processed within 4–5 working days
• Depending on your payment provider, refunds may take up to 30 days to appear
• Refunds are made using the original payment method

Original delivery charges are non-refundable except where required by UK consumer law. Any upgraded or express delivery services are non-refundable.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible via our Contact Us page so we can resolve the issue promptly.

Business, Resale & Bulk Purchases

Returns and refunds are offered for personal purchases only.

We reserve the right to refuse returns or refunds for items purchased for:

• Business use
• Resale
• Promotional purposes
• Bulk or commercial buying

This includes purchases made with the intent to sell via third-party platforms.

Incorrect Return Address

Returns must be sent only to the return address provided following return authorisation.

Returns sent to incorrect or outdated addresses may not be received and cannot be refunded. Please follow the instructions provided to avoid delays or loss.

Events Outside Our Control (Force Majeure)

The Gloomy Goth Shop is not responsible for delays or disruption caused by events outside our reasonable control, including but not limited to:

• Postal or courier delays
• Customs processing delays
• Carrier disruption or industrial action
• Extreme weather or unforeseen events

Where possible, we will always try to assist, but such circumstances may affect delivery or return times.

International Returns

All international returns must be clearly marked as:

“RETURNED GOODS – FAILED SALE”

This wording must appear:

• On the customs declaration (CN22 and/or CN23)
• On the outside of the package

Incorrect or missing customs documentation may result in the parcel being refused or any customs charges being deducted from your refund.

Courier Restrictions

Please do not return items via FedEx, as this carrier frequently applies additional customs handling fees for returned goods. Parcels sent via FedEx may be refused and returned to sender.