FAQS
1. Contact us
Please click here contact for more information than FAQs.
2.Online purchase
  • Cancel or modify an order 
    You can check your order on your Account page after login and also modify your order to click 'Cancel & Edit' on Account page.
  • Pre-order
  • Products not available online
  • Product price
3. Account and registration
  • Advantages of creating a GOEN.J account
  • Changing your account details
  • How to create an account
  • The European GDPR regulation
4. Payments and refunds
  • Payment methods

Select the Eximbay payment method and when the card payment is made, the card invoice you will receive is written as EXIMBAY.COM, so please refer to it.

** Caution: this payment service is provided by Eximbay and will be charged to www.eximbay.com.

 

You can pay by by credit card or paypal

  • Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

5. Shipping and returns
  • Where we ship to

 GOEN.J ships to 97 countries.

You can choose your shipping country by clicking on the top right–hand corner of the website, or during checkout.

The order must be made directly from the website of the country to which it will be delivered.
If you select another shipping country your shopping bag may be modified or emptied.

You can track the shipment of your order via the tracking number provided by the courier.

If you are a registered user, you can find the status of your order and the tracking number under order status in your account.

 

  • Shipping to multiple addresses

At the moment it is not possible to deliver an order to more than one address.
If you wish to ship to two or more different addresses, please place an order for each destination.

  • Signature on delivery

DHL Standard shipping is free on all orders $500 and over, excluding tax, and after discounts are applied.Standard fulfillment & shipping takes 5-9 business days after the order is placed using DHL. 

Shipping is a flat rate of $45 for all orders up until $499.99.

SHIPPING METHOD

COST

DELIVERY TIME*
(Including Processing Time)

DHL Standard / Ground 
(Order up until $499.99)

$45

5-9 Business Days

DHL Standard / Ground 
(Order over $500)

Free

5-9 Business Days

  • How to track your shipment

You can track the shipment of your order via the tracking number provided by the courier.

If you are a registered user, you can find the status of your order and the tracking number under order status in your account.

  • Returns and exchanges

We have a 15 day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Return Request. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@goenj.com

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

6. Product information and sizing
  • Product details

You can find product details on each product page as fabric & care, size guide etc also refer detail images.