1.1 Do I need to open an account to shop with you?
No, you don’t need to. You can make purchases and check out as a guest as long as you want. However, by setting up an account with us, it will allow you to order without having to enter your details when you shop with us. You can sign up right now (click ‘Login/Register’, top right), or you can first start shopping and create your account before you check out at the shopping cart page.
1.2 How do I order?
Look for the items you want and add them to your cart. When you have finished, you can proceed to your shopping cart and check out. Please check and ensure that all personal information is correct, before confirming your purchases and payment.
1.3 I have problems adding items to my cart.
You will be able to add items as long as they are available. There could be an instance where the item is in someone else’s shopping cart, making it unavailable to you. Think something might be wrong? Contact us and we’ll check everything for you.
1.4 How do I pay for my order?
We accept payments via PayPal, debit cards and major credit cards such as Mastercard, VISA and American Express. Please contact us if you can only pay by a manual bank transfer and we’ll get things sorted for you.
1.5 Can I amend and cancel my order?
Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack orders efficiently and to minimize errors. It is advisable to carefully check your order details and request any additional information before placing your order. Please do however contact us right away if there is a mistake in the address supplied and we’ll do our very best to get things sorted for you.
1.6 I have a discount code, how can I use it?
Key in the voucher code at the field ‘Voucher Code’ and click ‘Add’ in your shopping cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed adding it during check out. Kindly ensure that all information is correct before confirming your purchase.
1.7 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your order has been received. However, do note that orders will only be shipped when your payment has been approved and the billing and delivery address are verified. Alternatively, you may check the status of your order in ‘My Account’ if you have registered with us.
2. SHIPPING & DELIVERY
2.1 When will my order be processed?
All orders will be processed in 1-3 working days, excluding weekends and public holidays, unless stated otherwise. Time stated is based on Central European Time (GMT+1).
2.2 How long will it take for my order to arrive?
Our standard delivery time for orders within The Netherlands is 1-2 working days after processing, when shipped with PostNL. Other services will likely take a day longer. Depending on the country and shipping service, orders within Europe will take about 2-7 days after processing. Orders outside of Europe will usually take 4-14 days after processing. Our shipping couriers are normally on the faster side of these time frames. Delays can still occasionally happen due to regional circumstances and are unfortunately beyond our control.
2.3 How can I track my delivery?
Once the order has been dispatched, an e-mail confirmation will be sent to you with the tracking number. You may check and track the delivery status of your order with our local logistics partner at any given time.
2.4 How much does shipping cost?
We offer free shipping for standard-sized orders within The Netherlands from €99, within the European Union from €175 and within The Rest of The World from €225. We highly appreciate you for making the ethical choice of ordering a vintage or repurposed piece from us and kindly welcome you with free shipping in return. Large and heavy objects may not be eligible for free shipping.
Due to the fact we are a very small and local business, we do have to charge a fee for orders below these amounts. The exact amount differs per country and will always reflect the actual shipping cost. For most countries, multiple options are available, so you may select your preferred courier. Please note we are not responsible for potential import duties.
2.5 I received a defective or wrong item, what should I do?
We’re so sorry – please contact us right away! We always pack our pieces well and double check them before shipping to their new owners, but problems can still occur before they’re finally with you.
2.6 I have not received my parcel, what should I do?
Kindly contact us if you have not received your parcel within the above mentioned time frame and we will assist you accordingly.
3.1 What is your refund policy?
We will offer a full refund for your eligible item(s) if you send them back to us within 14 days of the initial delivery. Please always contact us if you want to return an item so we can officially get the return process started. It is obligatory to contact us through email@example.com to start your return due to logistic reasons.
Goia Modern can unfortunately not refund any additional taxes, return shipping fees or any other charges as these will not be refunded to us by external parties either. The refund of the eligible item(s) will be the same amount as the price paid upon purchase.
After your return has been accepted, the refund will be issued to your original payment method within 1-2 working days. Depending on your method’s policies, this may take several days to be officially transferred to your account.
3.2 Can all items be returned?
Most objects can be returned and refunded, but not all. To start, products are only eligible for a refund if they have not been used. Custom-made and made-to-order objects cannot be returned as these pieces have been especially designed to fit your personal wishes.
3.3 I’m eligible for a return. How do I return my order?
Please contact us for the return address and return your eligible item(s) accompanied by our return form or a written note mentioning why you chose to return the item(s). Include the return form with your order and return the piece(s) in a suitable box, preferably by recycling the one you received from us.
Attach the address label to your package and choose your preferred and reliable shipping method to have the order returned to us. We kindly advise you to select a shipping method with tracking and possibly insurance, as we are not responsible for the loss or damage of returned goods until they reach us. As we are a small business and price our products fairly, we sadly cannot offer free returns as this loss is not calculated in our initial pricing.
Please contact us at firstname.lastname@example.org if something is not clear to you yet about the return process and we will gladly assist you.
3.4 How do I exchange an item?
Please always contact us if you want to exchange an item so we can officially get the exchange process started, and make sure you are aware of any return exclusions mentioned in question 3.2. Items eligible for a return are almost always available for an exchange as well, if the requested alternative is available.
HELP, MY QUESTION HAS NOT BEEN ANSWERED YET.
Contact us through our contact form or via e-mail and we’ll personally assist you.