FAQs

All orders are shipped within 2–3 business days of purchase. During holidays, launches, or special promotions, processing times may take a little longer.

Shipping Methods & Rates

• United States: 

  • Shipped domestically from New York. 

  • Standard Ground Shipping:
    • FREE on orders over $150 USD (cart total, excluding Sales Tax and duties)
    • $10 flat fee on orders under $150 USD

  • Expedited Shipping Options: 
    • Express Shipping (2 Business Days): $18
    • Overnight Shipping: $50

• Canada & Europe:

  • Shipped from Bali, Indonesia via DHL Express (3-6 business days)

  • Free for orders over $250 USD 

  • $15 USD flat fee for orders under $250 USD

  • $20 USD flat fee for orders under $50 USD

• International Orders:

  • Shipped from Bali, Indonesia via DHL Express (3-6 business days)

  • Free for orders over $200 USD 

  • $15 USD flat fee for orders under $200 USD

  • $20 USD flat fee for orders under $50 USD
    

• Indonesia: Always free.

• Out of Range countries: Free over $180 | $30 flat fee under $180
  (Includes: Albania, Azerbaijan, Belarus, Bermuda, Brazil, Chile, Colombia, Croatia, Estonia, French Polynesia, Greece, Kazakhstan, Kuwait, Latvia, Lebanon, Luxembourg, North Macedonia, Moldova, Montenegro, Norway, Pakistan, Peru, Portugal, Romania, Serbia, Sint Maarten, Slovakia, Slovenia, South Africa, Turkey, Ukraine, U.S. Outlying Islands, Uzbekistan, Venezuela, Qatar, Cyprus, Hungary, Poland).

Note: Certain out of range countries and remote areas within Australia are not supported by DHL and will be shipped with regular express post (5-10 business days).

Yes, of course! Once your order is dispatched, you will receive your tracking information by email. With the tracking number, you can check the current status of your shipment. 

You can also track your shipment by clicking here. Alternatively, you can email our team here

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

To ensure smooth international delivery, customs authorities in some countries may require additional information such as a Tax Identification Number (TIN), EIN, or SSN. If DHL or our team reaches out requesting this information, it’s important to provide it promptly.

If this information is not provided:

•⁠  ⁠Your package may be delayed, abandoned or disposed of by customs.

Gooseberry is not liable for any lost, returned, or abandoned packages resulting from failure to provide required customs information. We strongly recommend monitoring your email inbox for any messages from DHL or Gooseberry to avoid delivery disruptions.

We’re so sorry your order hasn’t made its grand entrance yet! Sometimes tracking updates before the package is actually in your hands.

Here’s what to do:

• Check with your local post office and nearby neighbors—it may have been handed over early.
• Keep an eye out for the next 3 business days, as the package often arrives shortly after being marked delivered.
• If it still hasn’t shown up, reach out to us and we’ll investigate with the carrier.

We’ll do everything we can to help reunite you with your Gooseberry package.

You deserve something you love! If you change your mind, you can return your item(s) within 30 days of delivery. 

U.S. customers:

• Drop your order at any Happy Returns location (free of charge), 
• or Mail to our U.S. return center with a $10 prepaid label or your own shipping method.
• Eligible returns may be refunded, within the first 14 days of delivery and subject to a $10 restocking fee. 
• Size Exchanges and store credits can be processed for up to 30 days after delivery.
  

Canada:

• Return to our Canadian return center. Customers may arrange their own return shipping or purchase a prepaid Canada Post return label (rates vary by location).
• Eligible returns may be refunded, within the first 14 days of delivery. 
• Exchanges and store credits can be processed for up to 30 days after delivery.
  

UK:

• Return to our UK center (customers arrange their own shipping).
• Eligible returns may be exchanged or issued a store credit.

Australia & New Zealand:

• Return to our AU center (customers arrange their own shipping or opt for an Australian Post label for $11.99 AUD).
• Eligible returns may be exchanged or issued a store credit.

Rest of the World:

• Return to our Bali warehouse using your local postal service.
• Gooseberry does not cover international return shipping.
• Eligible returns may be exchanged or issued a store credit.

Important: Items must be in original condition—unworn, unwashed, unaltered, with tags and hygiene liners attached. Returns that do not meet these requirements will not be accepted. 

Original shipping fees, taxes, and duties are non-refundable. 

Yes — sale items and purchases made with a discount under 25% are eligible for return within our standard return window, as long as they meet our return conditions.

However, please note:

• Items marked as final sale cannot be returned or exchanged.
• Orders placed with a promotional discount of 25% or more are considered final sale and are not eligible for return or exchange.

In the unlikely case you've received a damaged item, please contact us within 7 days of delivery and include photos.

• US customers, returns can be dropped off for free at a HappyReturns location near you, alternatively you may purchase a return label for $10 USD. Returns can be started here.
• Canadian customers can return their items using a prepaid Canada Post return label (rates vary based on your location) or arrange their own return shipping using the courier of your choice.
• British customers may return their orders to our UK return center; we are currently unable to provide a shipping label. 
• Australian and New Zealanders can return their items to our Australian return centre. You’re welcome to arrange your own return shipping, or request an Australia Post return label for $11.99 AUD.
• Customers in the rest of the world will have to return their items to our Bali warehouse by purchasing a return label from their local post offices; Gooseberry does not cover the cost of the return.

Just follow these steps:

1. Submit a return request through the appropriate portal:

• US  Returns
• Rest of World: AU, NZ, Canada, UK, Europe, Asia

2. Once submitted, you’ll receive an email with your return address and detailed instructions.

Please note:

• Original shipping fees, taxes, and duties are non-refundable.
• Customers are responsible for return shipping costs.
• Gooseberry is not liable for lost return packages.

Store credits are processed within 3-5 business days after your return been received and inspected. If you have purchased your own label, please email your tracking number to our customer service representatives so that they can assist you. 

We take great pride in the quality of our products, and we’re truly sorry if you receive an item that isn’t perfect. If you believe your item is defective, please notify us immediately upon receipt so we can resolve the issue as quickly as possible.

To assist our team in assessing the defect, we may request clear photos of the defect. Please keep in mind:

• Items that have been worn, washed, or had their tags removed will no longer be accepted as defective.
• All claims for defective items must be made before the product is used.

If you believe you’ve received a faulty item, please contact our Customer Service team right away.

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.

If you need to change your order, please contact us immediately. We pack and ship orders daily, so we cannot guarantee that your requests can be made. Once orders have been shipped, they cannot be changed.

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, and Afterpay. 

Duties and taxes are set by the customs authorities of the respective destination country, and they will be charged at checkout. Once your order has been paid for you, there will be no additional charges. 

• Canada: All Taxes & Duties are covered, the price you see is the price you pay—no additional import taxes, duties, or customs fees on delivery.
• Europe:  All Taxes & Duties are covered, the price you see is the price you pay—no additional import taxes, duties, or customs fees on delivery.
• UK: Every order going to the UK is subject to tax. Duty will be collected on orders GBP 135 and over. 
• US: No import duties or customs taxes are charged on US orders. However, sales tax will be applied at checkout based on your shipping destination and state regulations. 
• Australia: As outlined by the law, Gooseberry Intimates is required to register, collect, and remit GST to the Australian Taxation Office. Please see here for more information. 
  • Orders under AUD 1,000 - GST and fees are due
  • Orders over AUD 1,000 - Duty, GST, and fees are due

In rare cases where fees cannot be pre-calculated, you may be asked to pay import charges on delivery.

Due to the fast pace of our packing and shipping process, we’re unable to combine multiple orders once they’ve been placed. Each order is prepared individually to ensure it gets to you as quickly as possible.

You can find the right size using our Fit Finder here, alternatively please do not hesitate to reach out to 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.

We will occasionally issue coupon codes to subscribers, if you would like to receive these, please subscribe to our newsletter. 

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

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.

Yes! 🎁 You can purchase a Gooseberry Gift Card here.

• Available for online use only
• Non-refundable
• Can be combined with discounts
• No expiration date
• Balance carries over

The perfect gift when you want them to choose exactly what they love. 💕

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.

A pound of plastic is removed from the oceans for every order placed, additionally we've partnered with DHL Go Green.🌱 All shipments are climate compensated at no extra cost to you—so you can feel good about shopping sustainably with Gooseberry. 

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

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