Our FAQs

Gossard's Frequently Asked Questions

Before you order:

Q. I'm unsure about sizes, where can I find this information?
A. All Gossard products have a sizing guide next to the product information.       
You can also find fit and size information by using our fit guide here >

(Sizing Guide: Look for this image next to our product information.)

Q. Where can I find the fibre contents of your products?
A. All products have their fibre contents displayed below the product description. If you have difficulty finding this information, or if it is missing, please email our customer service team who will be happy to help.

Q. Where can I find the wash instructions for your products?
A. All Gossard products have wash instructions under the product information, plus all garments will have instructions on the inside of the label.  If you are unsure about the advice given, or there is a product without this information, please email our customer service team.

Q. I missed out on your latest promotion, can I still buy at the discounted price?
A. Unfortunately promotional codes may only be used for the period they are issued and we cannot retrospectively give discount to orders or grant another promotional code.

Q. My promotional code is not working?
A. If there is an issue with the code (and you meet all the requirements set to receive the discount) please email our customer service team explaining the difficulties you are having and the items you are trying to purchase.  Our office is not open during the weekend so your query will be dealt with as soon as possible on Monday.  If an error in the code is found you will be given an alternative code to use.  

Q. Can I use more than one discount or code at delivery?
A. No, you can only claim one discount per transaction.  This includes the use of a voucher code whilst qualifying for free delivery.  The checkout will automatically default to the highest saving, whether this is a discount code or a promotion on our website, e.g. free delivery.

Q. How much will I be charged for delivery?
A. UK delivery is £4 but you can receive free delivery when you spend over £50.
    EU delivery is £6 and International delivery is £10.

Q. I keep getting an error when I input my delivery details
A. Please ensure you have selected the correct country/flag in the billing details - this should automatically choose the correct country, however, can sometimes default to a country other than your own due to your internet settings.  If you are having an issue please contact our customer service team.

Q. Where can I find a list of your stockists?
A. Unfortunately we do not have a list of stockists on our site, if you are looking for a particular store please email customer services who will be able to contact the relevant sales rep and request this information. 

After your order has been placed 

Q. Your website said my item was in stock when I ordered but I have received an email telling me it is out of stock, why is this?
A. Our stock system updates regularly throughout the day but sometimes, especially during promotional periods, your order can be placed in between updates.  This means that, although we try our best to keep our website and figures up to date, there may be a small time period where the website says items are in stock when they are in fact out of stock.

Q. I have made a mistake on my order, can I amend the details?
A. Orders can only be amended on the day you place the order before 5pm (our office hours).  If you have ordered after office hours please email our customer service team immediately as they may be able to amend your details before it is processed.  We cannot guarantee order details can be changed so we recommend you double check all details before you complete your order.

Q. Where is my order?
A. If you have received a dispatch email your order should take 3-5 days to reach you in the UK, 5-8 in Europe and 8-10 days internationally.  The majority of our orders are received before this time frame, however, on occasion, it may take longer to reach you during busy delivery or promotional periods, e.g. Valentine's or Christmas.  If your order has not reached you within these time periods please email our customer service team who can track the item for you.  If you have yet to receive a dispatch email but placed your order over 3 days ago please contact our customer service team as there may be a problem which is holding up your order.

Q. I have received the wrong order?
A. If you have purchased either Glossies Sheer Moulded Bra or the Superboost Satin Bra you may find that cup/bra looks different to the images in above a D cup.  Typically DD-G Cups have a thicker strap between the cups, this is because larger breasts will need more support. By increasing the size of the centre front (the section which holds the cups together) we are increasing the longevity of your bra, supporting you better, and still making you look gorgeous!

If you have ordered items other items and still believe you have received the wrong order please contact our customer service team who can help track down your order and arrange for the wrong order to be sent back.  Please be aware that due to large numbers of orders, we may occasionally make a mistake with orders.  These mistakes are extremely rare and we always try our best to minimise any difficulties you may experience when purchasing from our site.

Q. My order has arrived damage, what do I do?
A. Please contact our customer service team who will take the details and try to resolve the issue,

Q. I've lost my returns/exchange form, where can I get another?
A. You can download another form here 

Q. How do I return an item to you?
A. To return an item you need to follow the instructions on our return form.

Q. I've returned my items but haven't received my refund or exchange yet.
A. There is currently a 28 day turn around for our exchanges or refunds.  This time period is because our products are received by our warehouse and then go through a quality control check to ensure garments have not been worn, washed or damaged.  Sometimes there may be a hold up in your exchange or refund due to our quality control team finding an issue with the items you have sent back.  If our quality control team decides that your item is not returned in a re-saleable condition you will not receive an exchange or refund.  You will be notified by our customer service team and your returned item will be destroyed.  For further information, or to find out the process of your return, please email our customer service team.