FAQ'S

Goodwin Smith FAQ

Size & Fit Guide
Orders
Payments
Delivery
Returns & Exchanges

SIZE & FIT GUIDE

Please see the below chart to find your size to help ensure you order correctly.

Please also refer to the product descriptions of each style for information as to the type of fit. Examples Narrow Fitting, Standard Fitting and Wide Fitting

Mens
UK Shoe Size	Foot Length	EU Size	USA Size
6	246mm	39	7
7	254mm	40-41	8
8	262mm	42	9
9	271mm	43	10
10	279mm	44	11
11	288mm	45	12
12	296mm	47	13
13	304mm	48	14
14	313mm	49	15

Ladies
UK Shoe Size	Foot Length	EU Size	USA Size
3	220mm	36	5
4	229mm	37	6
5	237mm	38	7
6	246mm	39	8
7	254mm	40-41	9
8	262mm	42	10

Jackets (Regular Fit)
To Fit (in)	36	38	40	42	44	46	48
Back Length – Collar to base (cm)	76.6	77.3	78	78.7	79.4	80.1	80.8

Waistcoats
To Fit	38	40	42	44	46	48	50
Back Length – Collar to base (cm)	56	58	60	62	64	66	68

Jumpers (Tailored Fit)	Merino
Size	Small	Medium	Large	X-Large
To Fit (in)	38	40-42	44-46	48
Chest Actual (cm)	100	108	116	124

Jumpers (Tailored Fit)	Lambswool
Size	Small	Medium	Large	X-Large
To Fit (in)	38	40-42	44-46	48
Chest Actual (cm)	102	110	119	126

ORDERS

Do I have to order online?

No, orders can also be placed by ringing our order line on 01706 871414 and press option 3

We are open Monday to Friday 8.00am to 5.00pm (excluding Bank Holidays)

Can I cancel or amend my order?

Unfortunately once your order has been placed and confirmed we are unable to amend or cancel your order. If you no longer want your order, you will need to follow the returns process as shown in the “Return & Exchanges” section on the FAQ or by following the instructions on the paperwork that you will receive with your ordered item.

How will I know if my order has been accepted?

You will receive e-mail confirmation of your order.

The Item I want is not available?

If you cannot select a style or your size, unfortunately this will mean the item is out of stock. We do replenish stocks on certain lines, so keep an eye on the website.

Can I use more than one discount code on my order?

Discount codes can't be used in conjunction with any other offer or promotion or in addition to any student discount you may be entitled to (unless otherwise stated). Only one discount code is permitted per order.

Why won’t my discount code work?

Your code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.

Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

Eligible items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. To view the included items select the link provided on your newsletter/our site.

Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

Discounted Item: The codes will not work on sale items, please look at the terms and conditions.

Do you have any promotional offers?

We offer new and exciting promotions on a regular basis here at Goodwin Smith, check back soon for the latest offers, terms & conditions.

Make sure you’re the first to know about any exclusive offers by signing up to our newsletter or following us @GoodwinSmithUK on Twitter, or joining us on Facebook

What happens if I forget my discount code?

Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.

I forgot to order my free gift?

Unfortunately these promotions only run for a set time, if you forget to add your free gift at checkout we are unable to add this manually, so please take care to remember to add any free gifts otherwise you will lose out.

I bought a pair of shoes at full price, the day after they went on sale, can I be refunded the difference?

No, sorry once the order has been processed the price is fixed and we are unable to manually alter this.

PAYMENTS

What payment methods can I use?

We accept payment by
Credit Card

Debit Card

Paypal.

If you call the order line, we cannot accept AMEX (American Express).

DELIVERY

What delivery options are available?

Please note the below prices and dispatch times are for individual orders only (non trade).

We offer the following Delivery options:-

UK Standard (Signed For) – Free Delivery

UK Next Day*(Signed For) – £5.99 (orders placed before 11:00am between Monday – Thursday. Orders placed on Friday, will be delivered on Monday. Orders placed over the weekend will be processed on Monday and delivered on Tuesday.) Orders placed on a bank holiday will be processed on Tuesday and delivered on Wednesday) *Mainland UK only

UK Next Day (Saturday Delivery) – £5.99 (orders placed before 11:00am on Friday)

EU – Please check pricing grid for Max 2 items and 3 plus items

Country	1 - 2 Items	Transit Time
Austria	£ 11.99	2 Working Days
Belgium	£ 9.99	2 Working Days
Denmark	£ 10.99	2-3 Working Days
Finland	£ 12.99	4 Working Days
France	£ 10.99	3 Working Days
Germany	£ 8.99	4 Working Days
Ireland	£ 11.99	3-4 Working Days
Italy	£ 11.99	3 Working Days
Luxemburg	£ 10.99	2-3 Working Days
Netherlands	£ 9.99	2 Working Days
Norway	£ 30.00	4-5 Working Days
Poland	£ 22.99	2-3 Working Days
Spain	£ 10.99	4-5 Working Days
Sweden	£ 11.99	3 Working Days
Switzerland	£ 30.00	2 Working Days
Country	3 + Items	Transit Time
Austria	£ 18.99	3 Working Days
Belgium	£ 15.99	2 Working Days
Denmark	£ 18.99	3 Working Days
Finland	£ 25.99	4-5 Working Days
France	£ 18.99	2-3 Working Days
Germany	£ 15.99	2-3 Working Days
Ireland	£ 12.99	2 Working Days
Italy	£ 22.99	3-4 Working Days
Luxemburg	£ 16.99	2 Working Days
Netherlands	£ 9.99	2 Working Days
Norway	£ 30.00	4-6 Working Days
Poland	£ 22.99	4-5 Working Days
Spain	£ 22.99	3-4 Working Days
Sweden	£ 11.99	4-5 Working Days
Switzerland	£ 30.00	3 Working Days

The postage costs for any EU country not listed, will be shown at checkout as usual.

How will I know when my order is dispatched?

You will receive a confirmation e-mail with your tracking number once your order is processed.Please allow 12 hours (UK only) and 24 hours for your tracking to become live.

The tracking number will also appear against your order on the website, just login to your account to view the order details.

My Tracking Number is not showing any information?

Please allow at least 12 hours in the UK and 24 hours anywhere else for your tracking information to become live.

I have not received my parcel, what do I do?

Please refer to your tracking number to check the status of your parcel.

What happens if I am out when you attempt delivery?

The courier will attempt delivery x3 times to your address (a card will be left each time) before the parcel is returned to us. The courier may also try to leave the parcel with a neighbour as your parcel must be signed for (a notification card will be left if this happens) However please note that if the parcel is returned to us there will be additional postage costs to resend the parcel to you.

RETURNS & EXCHANGES

PLEASE NOTE WE CANNOT EXCHANGE OR REFUND ANY ITEM WITHOUT THE COMPLETED PAPERWORK BEING RETURNED TO US WITH THE GOODS!

FOR A REFUND AND/OR EXCHANGE OF NEW SHOES THE GOODS MUST BE RETURNED UNWORN AND IN THE ORIGINAL PACKAGING (BAG AND BOX)

How long do I have to return my item?

You have 14 working days from receiving the parcel to return it to us in the same condition you receive it, you must sent the paperwork you received with the item back to us inside the box.

If you bought an item you wish to return and claimed a free gift on the order, you must return the entire order in full to allow for your refund to be processed.

If you received a discount, you will be refunded the price paid only.

How do I return my item?

PLEASE NOTE ITEMS RETURNED FOR A REFUND, WILL HAVE THE POSTAGE COST DEDUCTED FROM YOUR REFUND.

FOR ORDERS FROM UK TO START THE RETURNS PROCESS PLEASE CLICK ON THIS LINK:

https://shoereturns.typeform.com/to/nYMydB

FOR ALL OTHER ORDERS TO START THE RETURNS PROCESS PLEASE CONTACT OUR CUSTOMER SERVICE TEAM AT help@goodwinsmith.co.uk

Please complete the paperwork you received with the goods to show the reason for your return and remember to add whether you would like a refund or exchange and enclose it in the parcel with your shoes.

PLEASE NOTE WE CANNOT EXCHANGE OR REFUND ANY ITEM WITHOUT THIS PAPERWORK

Please note all returns are processed as quickly as possible but please allow 14 working days for your return/exchange to be processed.

Once your request has been processed your exchange details (new tracking information) or refund details will be uploaded to your order on the website and you will automatically be emailed with the new information.

My Item is faulty / damaged, what do I do?

If your item has a fault or is damaged, please can you email images to following e-mail address help@goodwinsmith.co.uk and explain the problem, please include your name, address and order number. We will then have our technical team review this and advise you how to proceed.

**Do NOT return any faulty/damaged item until you have e-mailed the team and received a reply**

Do I have to pay the return postage?

We do not offer free returns and cannot refund your postage if you return your item for the following reasons. PLEASE NOTE ITEMS RETURNED FOR A REFUND, WILL HAVE THE POSTAGE COST (£3.99) DEDUCTED FROM YOUR REFUND.

You do not like the item
They do not fit
They are not as expected
Changed your mind

How long will it take to issue my refund?

Please note all returns are processed as quickly as possible but please allow 14 working days for your return to be processed, we do not refund your postage.

Once your request has been processed your refund details will be uploaded to your order on the website and you will automatically be emailed with the new information.

How long will it take to process my Exchange?

ALL EXCHANGES WILL NOT INCUR ANY POSTAGE COSTS.

Please note all returns are processed as quickly as possible but please allow 14 working days for your return to be processed.

Once your request has been processed your exchange details (new tracking information) details will be uploaded to your order on the website and you will automatically be emailed with the new information.

FAQ'S

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