Shipping & Returns

Handmade with care. Packed with love. Delivered to your doorstep.

At Goly Natural, every order means something to us.

We're a small, independent skincare business, and each parcel is carefully prepared and packed before beginning its journey from our little Southsea shop to your doorstep.

Here's everything you need to know about shipping, deliveries, returns and refunds.

Shipping & Delivery

How do we send your order?

All UK orders are dispatched using Royal Mail Tracked 48, providing tracking information so you can follow your parcel's journey.

Once your order has been dispatched, you'll receive a shipping confirmation with tracking details.

Order Processing & Dispatch Times

As a small, independent business, we personally prepare and pack orders with care.

Please allow up to 5 working days for your order to be dispatched, depending on order volumes and busy periods.

This is our processing time and does not include the time your parcel spends in transit.

During particularly busy periods, such as Christmas or product launches, dispatch may take a little longer. Where possible, we'll keep customers informed of significant delays.

We appreciate your patience and support for a small, handmade business.

Royal Mail Tracked 48 Delivery

Once dispatched, Royal Mail Tracked 48 aims to deliver within 2–3 working days.

Please note that this is a delivery aim rather than a guaranteed delivery date. Delays can occasionally occur due to postal volumes, weather, local service disruptions or circumstances outside our control.

Estimated delivery timeframe:

• Order processing: Up to 5 working days.

• Royal Mail delivery aim: 2–3 working days after dispatch.

Shipping charges are displayed at checkout before payment.

Delivery Addresses

Please double-check your delivery address before completing your order.

If you notice an error, contact us as soon as possible at info.goly@gmail.com.

We'll do our best to correct the details before dispatch, but changes may not be possible once a parcel has entered the postal network.

Delayed or Missing Parcels

If your parcel hasn't arrived within the expected delivery window, please check your Royal Mail tracking information first.

If tracking hasn't updated or you believe your parcel may be missing, contact us at info.goly@gmail.com, including your order number.

We'll investigate with Royal Mail and help resolve the issue.

Your statutory rights concerning delivery remain unaffected.

International Shipping

International delivery availability, shipping charges and any applicable restrictions are confirmed at checkout.

Where international shipping is available, customers may be responsible for import VAT, customs duties or handling charges imposed by the destination country, unless otherwise stated at checkout.

International delivery times vary according to destination and customs processing.

Returns & Refunds

Our Returns Policy

We want you to be happy with your Goly purchase.

However, because we specialise in skincare and personal care products, hygiene and product safety are especially important.

For change-of-mind returns, we can accept eligible products only when they are:

• Unused and unopened.

• In their original condition.

• Complete with their original packaging and any applicable hygiene seals intact.

• Returned within the applicable returns period.

For health and hygiene reasons, sealed cosmetic and personal care products that are unsuitable for return once unsealed cannot be returned for a change-of-mind refund after their seal has been broken.

This does not affect your statutory rights if a product is faulty, damaged or not as described.

Your Right to Cancel an Online Order

Under UK consumer law, customers purchasing eligible products online generally have 14 days from receiving their order to notify us that they wish to cancel, without needing to provide a reason.

After notifying us, customers have a further 14 days to return eligible goods.

Certain products are excluded from this cancellation right, including sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.

To request a return, please email info.goly@gmail.com, including your order number and the product you wish to return.

We will provide the appropriate return instructions.

Return Postage

For change-of-mind returns, customers are responsible for the direct cost of return postage.

We recommend using a tracked postal service and retaining proof of postage.

Where products are faulty, damaged or incorrectly supplied, we will cover reasonable return postage where a return is required.

Please contact us before returning an item so we can advise on the appropriate process.

Refunds

For eligible change-of-mind returns, refunds will be processed in accordance with your statutory cancellation rights.

Refunds will be made to the original payment method and will include the standard outbound delivery charge where required by law.

We may withhold a refund until we have received the returned goods or you have supplied evidence of having sent them back, whichever is earlier. Refunds will be issued within the applicable statutory timeframe.

Products returned under the change-of-mind policy must meet the relevant return conditions.

Where permitted by law, a deduction may be made if handling beyond what is necessary to inspect the product has reduced its value.

Once a refund has been processed, the time taken for funds to appear in your account will depend on your payment provider.

Damaged, Faulty or Incorrect Products

Although every order is packed with care, occasionally something can go wrong.

If your order arrives damaged, contains the wrong product or you believe an item is faulty, please contact us as soon as reasonably possible at info.goly@gmail.com.

Please include:

• Your order number.

• A brief description of the issue.

• Photographs of the affected product and packaging, where helpful.

We'll review the issue and arrange an appropriate resolution in accordance with your consumer rights.

Your legal rights are not restricted by our change-of-mind returns policy.

Can I Cancel or Change My Order Before Dispatch?

If you need to cancel or amend an order, please contact us as soon as possible.

We'll do our best to accommodate changes before your parcel has been dispatched.

Once an order has been handed over to Royal Mail, amendments may no longer be possible, although applicable cancellation and return rights still apply.

A Little Note From Us

Goly is a small business, and every order is prepared with genuine care and appreciation.

We understand that sometimes plans change, parcels get delayed or mistakes happen. Our aim is always to resolve problems fairly, respectfully and in accordance with your consumer rights.

Clear communication makes everything easier, so if something isn't quite right, please get in touch.

Thank you for choosing handmade, supporting independent businesses and allowing us to be a little part of your everyday rituals.

With love,

Stef & Goly ❤️

Contact Us

Goly Natural
Sandra Estefania Dogan, Sole Trader
124 Albert Road
Southsea, Portsmouth
PO4 0JS
United Kingdom

Email: info.goly@gmail.com
Website: https://golynatural.co.uk