Cancellation and returns:
**Our extended Christmas returns policy is valid from 15 November 2019 and you'll have until 5th January 2020 to return items purchased during this time.**
Returns details and address are on the invoice which is attached to your parcel. According to the Consumer Contracts Regulations you have a right to return your purchases for a refund or replacement. Your right to cancel an order for goods starts the moment you place your order and the item must be returned to us within 28 days of receiving the item.
FREE UK RETURNS: Customers in the UK can get their FREE returns postage label here. This is a Royal Mail 48h Tracked label, this service usually takes 2-3 days to arrive, sometimes longer. Attach this to your parcel and include your completed invoice, and take the parcel to your local post office to obtain a proof of postage. This is necessary if the parcel goes missing and you need to make a claim with Royal Mail. If you don't have a printer take the email from Royal Mail and your packaged item to a Post Office branch. They will scan the QR code and print the label for you. We do not refund postage if you return your parcel at your own expense.
If you cancel, NON-UK customers must return the goods to us at your own expense. Please return to the address on the invoice, attaching the entire invoice to the front of your parcel (folded in 4 to show our address). Please tick the appropriate boxes on the invoice to state whether you require a refund or a replacement, and the reason for return (eg too small, too big, unsuitable, faulty). Please ensure that you take reasonable care of the goods before they are returned to us to prevent deterioration or damage, and that the goods are packaged adequately. Any returned clothing MUST have all tags attached and be in their original packaging. We do not accept returns of clothing that is covered in pet fur or makeup, that is dirty or stained, or that reek of smoke or any other obnoxious odours. These items will instead be returned to you.
International buyers must state on the customs forms that the items are a return.
If the item is faulty please contact us first as we are often able to accept photo evidence of the fault to save sending the item back. If we do ask you to return the item please write a note about the fault on the invoice and please state whether you would like a refund or replacement. If in the UK please use the free postage label mentioned above.
Once the item is received by us we can either replace the item (with the same item or same item in different size, if in stock) or we will refund the cost of the item. We do not replace with a different item.
EXCLUSIONS: We do not accept returns of hairpieces, earrings, tights (unless unopened), hair dye (unless unopened) and lace chokers due to hygiene reasons.
Refunds/replacements are usually processed within 5 working days after receipt of the item. If you require your replacement within the next few days we advise that you return the item for a refund and purchase the replacement item now, there is a quick turnover of stock and it is possible that your replacement size will be out of stock before your return is processed.
This cancellation policy does not affect your legal rights.
The return address is on the invoice which must be attached to the parcel. The address is:
The Gothic Shop,
c/o Ready Steady Store,
7 Broadfields Retail Park,
If you have lost your invoice please include a copy of your invoice. Either print your order email or log on to your account, open your order and click the "Print Invoice" button at the bottom.