At Goldwell Shop, we’re committed to your complete satisfaction with our professional hair care products. Just as we carefully craft our boutique-style hair solutions, we’ve designed a straightforward returns process to ensure your shopping experience matches the quality of our products.
Returns & Exchanges Overview
We accept returns and exchanges within 15 days of your receipt date. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.
Please Note: Due to hygiene reasons, we cannot accept returns on the following product categories:
- Beauty Accessories
- Hair Accessories
- Hair Brushes & Combs
- Electrical products (if used)
Return Process Step-by-Step
Follow these simple steps to return or exchange your Goldwell product:
- Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
- Receive Authorization: We’ll respond within 2 business days with a Return Authorization Number and shipping instructions.
- Package Your Item: Securely pack the unused product in its original packaging, including all accessories and documentation.
- Ship Your Return: Send your package to our facility at:
Goldwell Shop
1691 Linda Street
Philadelphia, PA 19108
United States
Note: Return shipping costs are the customer’s responsibility. - Processing: Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund/exchange.
Refund Timeline & Methods
After we approve your return, here’s what to expect:
- Processing Time: 3-5 business days after we receive your return
- Refund Method: Your refund will be processed to your original payment method
- Appearance on Your Account:
- Credit Card/PayPal: 5-10 business days depending on your financial institution
- Visa/MasterCard/JCB: 7-14 business days for the refund to appear on your statement
Important: Shipping costs are non-refundable. If you received free shipping, the standard shipping fee ($12.95) will be deducted from your refund.
Exchange Process
Want to exchange for a different product? The process is similar to returns:
- Follow the return process above
- In your email, clearly state which product you’d like to exchange for
- Once we receive your return, we’ll ship your new product using your preferred shipping method
- You’ll be responsible for any price difference and additional shipping costs
Return Request Template
Use this template when emailing us at [email protected] to ensure we process your request quickly:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Hello Goldwell Shop Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Order]
Product Name: [Product Name]
Product Code/SKU: [If available]
Reason for Return/Exchange:
[Please describe why you’re returning/exchanging the product]
Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [Product Name]
[ ] Store credit
Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]
Damaged or Incorrect Items
If you received a damaged item or incorrect product:
- Contact us immediately at [email protected]
- Include photos of the damaged item or incorrect product
- We’ll arrange a replacement at no additional cost to you
- In some cases, we may ask you to return the original item using a prepaid shipping label
Need Help?
Our customer service team is here to assist you with any questions about returns or exchanges. Contact us at:
Email: [email protected]
Response Time: Within 2 business days