Frequently Asked Questions (FAQ)

Find answers to the most common questions about shopping with goecomshop.com. If you can’t find what you’re looking for, contact us at [email protected].

Ordering & Payment

How do I place an order?

1. Browse products and add items to your cart

2. Click the cart icon to review your order

3. Proceed to checkout and enter shipping details

4. Select your preferred payment method

5. Review and confirm your order

6. You will receive an order confirmation email

What payment methods do you accept?

We accept:

• Credit/Debit Cards: Visa, Mastercard, American Express, Maestro

• Digital Wallets: PayPal, Apple Pay, Google Pay

• Bank Transfers: SEPA and international wire transfers

• Cash on Delivery: Available for domestic orders (handling fee may apply)

• Buy Now, Pay Later: Providers like Klarna, Afterpay, PayPal “Pay in 4”

Is it safe to pay online?

Yes. We use:

• 256-bit SSL encryption

• PCI DSS compliant payment processing

• Secure payment gateways

• Advanced fraud detection systems

Can I modify my order after placing it?

• Before shipping: Contact us immediately at [email protected] with your order number—changes may be possible.

• After shipping: Orders cannot be modified once shipped. You may return items via our return policy.

Why was my payment declined?

Common causes:

• Insufficient funds

• Incorrect card details

• Bank restrictions or international limits
  Try a different payment method or contact your bank for support.

Shipping & Delivery

How long does shipping take?

• Processing: 1–3 business days

• Domestic shipping: 3–7 business days

• International shipping: 7–21 business days

• Express options: 1–3 business days (where available)

How can I track my order?

After shipping, you’ll receive an email with:

• Your tracking number

• Carrier information

• A direct tracking link
  You can also view tracking updates in your account dashboard.

Do you ship internationally?

Yes. Shipping costs and delivery times vary depending on location. International orders may incur customs duties or local taxes.

What if I’m not home for delivery?

Carriers typically:

• Leave a delivery notice

• Attempt up to 3 deliveries

• Hold packages at local pickup points

• Offer rescheduling options

My package shows as delivered but I didn’t receive it. What should I do?

• Check your delivery location and with neighbors or reception

• Contact the shipping carrier

• If still missing, reach out to us within 48 hours at [email protected]

Returns & Exchanges

Can I return items?

Yes. Returns are accepted within 30 days of delivery provided items are:

• In original, unused condition

• With original packaging and tags

• Free of damage or wear

Who pays for return shipping?

• If the error is ours (e.g. wrong or damaged item): we cover return shipping

• Personal preference returns: you pay return shipping

• For Cash on Delivery: shipping costs are deducted from your refund

How long do refunds take?

• Processing time: 5–7 business days after receiving your return

• Bank processing: an additional 3–10 business days

• Refunds are issued to your original payment method

Can I exchange an item?

We don’t process direct exchanges. Please return the original item and place a new order for your desired replacement.

Products & Inventory

Are product images accurate?

We strive for accuracy but note that color or detail may vary due to monitor differences, lighting, and photography settings. Product descriptions provide the most reliable information.

Do you restock sold-out items?

Restocking varies by product. You can sign up for restock notifications or contact us at [email protected] to inquire about specific products.

Are your products authentic?

Yes. All items sold are guaranteed authentic and sourced from original manufacturers or authorized distributors.

Do you offer bulk discounts?

Yes. Volume discounts are available for business customers or large orders. Reach out to [email protected] for details.

Account & Technical

Do I need an account to place an order?

No—guest checkout is available. However, an account offers benefits such as order tracking, saved favorites, order history, and exclusive offers.

I forgot my password. How do I reset it?

1. Navigate to the login page

2. Click “Forgot Password”

3. Enter your email address

4. Follow the password reset instructions sent to your inbox

How do I update my account information?

Log into your account and go to Account Settings to update:

• Personal info

• Shipping addresses

• Payment methods

• Communication preferences

Why can’t I access the website?

Try these steps:

• Clear browser cache and cookies

• Try a different browser or device

• Check your internet connection

• Temporarily disable ad blockers
  Contact us if the issue persists.

Customer Service

How can I contact customer service?

Email: [email protected]
Response time: typically within 24–48 business hours
Support hours: Monday to Friday, 9:00 AM – 6:00 PM (Italian time)

What info should I include when contacting support?

Please provide:

• Order number (if applicable)

• A clear description of your issue

• Photos (if relevant)

• Your contact information

Do you have a phone number?

Not currently—email support ensures accurate and efficient assistance.

Policies & Legal

Where is your company located?

We operate exclusively online from our warehouse in Prato, Italy.

Business hours:

• Order processing: Monday–Friday, 9:00 AM – 6:00 PM (Italian time)

• Customer support: same hours

• Weekends: limited operations; support resumes Monday

Are you GDPR compliant?

Yes. We fully comply with GDPR regulations. See our Privacy Policy for details on how your data is collected, used, and protected.

Promotions & Discounts

How do I use a promo code?

1. Add items to your cart

2. Proceed to checkout

3. Enter your promo code in the “Discount Code” field

4. Click Apply to receive the discount

5. Complete your order

Can I use multiple promo codes?

Generally, only one promo code can be applied per order unless otherwise stated.

Why isn’t my promo code working?

Ensure the code:

• Is entered correctly

• Has not expired

• Meets the minimum purchase requirements

• Applies to products in your cart

• Is valid for your region

How do I sign up for newsletters and offers?

Subscribe via the CTA at the bottom of the website or during checkout to receive:

• Exclusive discounts

• New product announcements

• Sale notifications

• Member-only offers

Still have a question? Email us at [email protected]—we’re happy to assist!

This FAQ is updated regularly. For the most accurate information, please refer to relevant policy pages or contact customer service.