FAQs

The Gooseberry online shop is the only place online where you can buy genuine Gooseberry items, our only other point of sale is our Gooseberry Boutiques in Bali.

The health and safety of our colleagues and the wider community have always been our priority.

We have enhanced the safety measures in place to safeguard teams, going above and beyond government guidelines to maximize protection. These include:

• 2m or above social distancing respected throughout the site

• Temperature-control checks on entry, using advanced thermal screening technology

• Staggered breaks, staggered entry and exit to site and a one-way system implemented to the site

• Increased cleaning and disinfecting of equipment

• PPE, including masks, gloves, and sanitizer

We are pleased to be operating as normal. All orders are shipped out within 2 business days of purchase from our warehouse in Bali. Processing time may be extended during holidays, launches/re-stocks, limited-edition releases, and promotions.

However due to the covid-19, some countries are rightly prioritizing the processing of essential food and medical supplies through customs, and as such there may be an additional delay on your package. Sometimes parcels are subject to random checks which can cause associated delays. There may be the occasional delay due to Customs Clearance processes which are out of our control.

Free shipping will be automatically applied on all orders above $125 USD at checkout.

A flat rate of $10 will be applied on orders under $125 USD

We are working with our shipping partner, DHL.

International Shipping

USA: 3-5 Business Days

CANADA: 3-5 Business Days

AUSTRALIA: 4-7 Business Days

EUROPE: 4-8 Business Days

REST OF THE WORLD: 4-10 Business Days

REMOTE AREA: DHL using third party 10-15 days

Domestic Shipping

3–5 working days – free

Estimated delivery times serve as guidelines and do not take into account delays caused by payment authorization, customs clearance processes, or other unforeseen events we do not take responsibility for.

We are unable to ship to PO Boxes and the following countries: Russia, China, Hong Kong, Ukraine, Saudi-Arabia, Maldives, certain countries in Africa & the Pacific.

All payments are 100% secure and all information exchanged to process the payment is encrypted by SSL. Currently, we accept Credit Card payments, Paypal, Apple Pay, and Google Pay

Within 15 minutes of placing your order, you will receive an order confirmation email.

Yes. Once your order is dispatched, you will receive a unique tracking number by email with this tracking number you can check the current status of your shipment. Alternatively, you can email us HERE

It may be possible to cancel an item(s) or change it to a different size depending on the status of your order. Please note, we are unable to accept any cancellation or modification once an order has been dispatched. We pack and ship orders daily so cannot guarantee your requests can be made. If you need to make any amendments to your purchase, please email our Customer Care team HERE as soon as possible and we’ll see what we can do.

All our shipments are climate compensated at no extra cost to you! We plant a tree for every order, so feel confident knowing you’re a sustainable shopper with Gooseberry! More information HERE.

All international packages may be subjected to local taxes, customs, duties, and fees levied by the destination country ["Import Fees"] and are not included in the cost of the order. The limits for duty-free packages are established by your local customs authorities. You will be liable for all import duties, customs, and taxes. These will be due at the point of entry, or after delivery. Please be aware that Gooseberry does not have any control over any duties, customs, and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by Gooseberry, please contact your local customs office to find out more information if you are unsure of the charges.

We will occasionally issue coupon codes to subscribers. if you would like to receive these, please subscribe to our newsletter here. To take advantage of a promotion, enter the code at checkout, only one promotional code can be used for each order. If the code doesn't work, please contact our customer service HERE

If you know exactly what you are looking for, you can search our online store by product category under the Shop menu, or by collection under the Collections menu. Once you have selected your desired category or collection you can filter the listings further using the options on the left of the page. Throughout the site, there is also a search function in the top right-hand corner, which can be used to look for products using keywords.

Please check the size guide available on each product page, if you’re still unsure please contact us HERE

Gooseberry offers a full refund of the item(s) within 21 days of receipt (excluding original shipping cost) Please note: during our sale, products discounted further than 20% cannot be exchanged or returned, unless the items are faulty, and the proof is provided by the customer.

We understand that buying final sale items can be tricky, so please feel free to reach out HERE before placing your order with any questions about sizing, fit, or fabric so that we can ensure you love your purchase.

To initiate a return, please visit our return center HERE

If you’ve forgotten your password, request a link to reset it or follow the ‘Forgotten password’ instructions on the ‘Sign In’ page.

We work hard to ensure all items sold are of the highest quality. However, if you have a concern with a faulty or damaged item, please email us HERE so we can urgently review the matter for you! When you get in touch with us, please provide your order number and photographs of your item. Please be aware that items that have been damaged as a result of normal wear and tear, by accident, or your misuse, will not be considered faulty.

Please be assured that we consider all of the information you share with us to be private and confidential. At no point will we share rent, or sell your personal information.

For further details, please read the Gooseberry terms and conditions statement. To register as a user of Gooseberry, we ask you to provide us with your name, mailing address, and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please update your account preferences by clicking on 'My Account' and 'Manage Preferences'. To process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number, and credit card expiration date. We will only use your billing and credit card information to process your order and inform you of its delivery. Please note that Gooseberry does not keep any of your details on our website, and therefore these details are protected from any breach of security.

Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability and will not be shared with any outside parties.

To read more about how Gooseberry is creating a more sustainable future, visit the Sustainability section HERE

If you have any questions which are not currently answered on our site, please contact Customer Care either by email HERE.

Need Help?

GOOSEBERRY CUSTOMER SERVICE

customer.services@gooseberryintimates.com