Skip to main content Skip to footer content



1.1. Without prejudice to any other definitions in the Contract, capitalized terms will have the definitions below:

  • Consumer Code: means Italian Legislative Decree no. 206/2005 as amended.
  • Consumer: means the natural person acting for purposes unrelated to any entrepreneurial, commercial, artisanal or professional activity.
  • GG: Golden Goose S.p.A., with registered office at Via Privata E. Marelli 10, 20139, Milan, tax code and VAT number 08347090964 – Economic and Administrative Index number MI 2019545, tel. +39 0281480317
  • Privacy Regulation: refers jointly to Regulation (EU) 2016/679 ("GDPR"), Italian Legislative Decree no. 196/2003 (the "Privacy Code") as well as any and all other measures and/or guidelines regarding the protection of personal data issued by the Italian Data Protection Authority (the "Privacy Authority") or the European Data Protection Board (the "EDPB").
  • User: means the Consumer who uses the Services.
  • Services: tailoring, cleaning, and repair services not covered by warranty, provided by GG to the User.
  • Products: Golden Goose or third-party brand shoes, accessories and/or garments for which the User requests the Services.


2.1. With this contract (the "Contract"), the User purchases the Services in order for the Services to be provided on the Product(s) indicated by the User at the time of the conclusion of the Contract.

2.2. The User may request the provision of the Services either:

  1. Physically, by filling out the relevant GG form at a physical GG store. After processing the request and examining the Product(s), GG will provide the User with an estimate for the requested Services based on the work to be performed, any materials that the performance of the Services will require, and the condition of the Product(s), which shall form an integral and essential part of the Contract (the "Estimate"); or

  2. Online, on the repair platform available on the Golden Goose website (the "Repair Platform"). In the Repair Platform, the User must select the Product requiring the Services, and may also detail which Services they intend to use and additional information pertaining to the condition of the Product (by uploading photos, or by entering a written description). The User may also select the option "I don't know what kind of service is needed for my sneakers." In this case it will be GG that proposes the Services to the User after viewing the Product, who may accept or reject them by following the steps outlined below.

    Following the indication of the Service requested, the User will be able to view an initial approximation ("starting from") of the costs required to provide said service (which does not constitute an Estimate).

    Subsequent to choosing the Service or the I don't know what kind of service is needed for my sneakers option, the User must upload photos of the Product(s), enter an email to receive communications from GG regarding the chosen Service, as well as shipping information for the Product(s). The User must then finalize the request for the Services by confirming the information in the summary sheet.

    Upon receipt of the request, GG will send the User a shipping label that the User must use to ship the Product(s) to GG. Upon receipt of the Products, GG will evaluate and process the request and provide the User with the Estimate prepared based on the activity and any materials that the performance of the Services require. The Estimate will be sent to the email address provided by the User.

2.3. The Contract for the provision of the Services between GG and the User will be concluded upon the User’s acceptance of the Estimate, which constitutes an integral and essential part of the Contract. If the User has submitted an online request as per Art. 2.2 ii), they will receive a link to the "estimate acceptance" page where they can accept or reject the Estimate. Once accepted, the User will receive a second link to pay for the Service online (pay by link).

2.4. GG reserves the right not to accept the request for Services in the following cases:

  1. The Products for which the User has requested the Services cannot be repaired for objective reasons (e.g. because they are obsolete).

  2. GG is unable to obtain the materials necessary to perform the requested Services.


3.1. GG agrees to safeguard the Products and perform the Services within the terms set forth in the Estimate, without prejudice to causes not directly attributable to GG. In the event of delays due to causes beyond GG's control, GG will notify the User at the email address provided when requesting the Services.

3.2. The delivery of the Products to the User shall take place either:

  1. If the request was made in person, at the GG store where the Products were originally left by the User; or

  2. If the request was made online using the Repair Platform, at the address specified by the User in the form.

3.3. Delivery will be deemed to have been made when the User or a third party authorized by the User acquires physical possession of the Products, which may be proven by the signature on the Product delivery receipt at the agreed shipping address.

3.4. Upon delivery of the Product, the User will be required to check that the packaging is intact and without evidence of damage, tampering, or alteration. If such check identifies any issues, the User must immediately notify the courier of such problems and promptly inform GG of the incident by contacting GG's customer service department in the manner set forth in Art. 6 below.

3.5. If the Products are to be picked up at a physical store, GG will notify the User that the Products are available for pickup at the store where the Service was purchased, and the User must pick up the Products within a period of 15 days after such notice ("Pickup Deadline"). The User may delegate a third party to collect the Products in writing.


4.1. The User acknowledges and agrees that the subject matter of the Contract is solely the provision of the Services, and not the sale of Products subject to a warranty of conformity. GG warrants that the Services shall be performed professionally and to industry standards.

4.2. The User acknowledges and agrees that GG may use vintage pins, patches, and buttons as part of the provision of the Services. GG assumes no responsibility for any defects and/or discrepancies due to the nature of such vintage components and the wear and tear that said items may exhibit due to said nature.

4.3. The User also acknowledges and accepts that the so-called "distressed" effect that is typical of some of the Company's products, which – where present – remains even following the provision of the Services, cannot be considered a defect and/or deformity.

4.4. Notwithstanding the foregoing, the User will be required to verify the integrity, correctness, and completeness of the Services upon collection of the Products, and to submit any claims within 8 days of the collection of the Products by notifying GG either at the physical store where the Products were collected, or at the address provided in Art. 6 below, specifying the request number (similar to the order number) and email address Since the contract constitutes a service contract, the User acknowledges and accepts that the warranties set forth in art. 128 et seq. of the Consumer Code do not apply, therefore once the period of 8 days has elapsed, the Services shall be deemed to have been accepted without reservation by the User and GG disclaims any liability for claims received after 8 days from the User’s receipt of the Products.

4.5. The User shall be required to show the Products subject to the complaint to GG.

4.6. No complaints shall be accepted for Products that show signs of use and/or modification subsequent to the Services performed.

4.7. In any event, GG may not be held liable for damages due to concealed flaws in the Products not previously disclosed by the User.


5.1. Where the request is made physically, unless otherwise stated in the Estimate by GG the User shall pay for the Services prior to the collection of the Products. If the request is submitted online via the Repair Platform, the User shall pay at the time of completion of the request via a link as described in point ii) of clause 2.2. In any case payment will be charged to the User upon shipment of the Product after the Services have been provided.


6.1. The User may check on the progress of the performance of the Services at any time by getting in touch with GG directly at the following contacts:
a. Email:
b. Tel: +39 0281480317
If the User has submitted the request online, they can check the status of the request in their Personal Area.


7.1. In accordance with the provisions of Regulation (EC) 593/2008 (Rome Regulation I) these terms and conditions are governed: a) by Italian law, or b) by the law of the European Union country (other than Italy) where the Services are provided, provided that the User resides there.

7.2. Any dispute that may arise between the parties in connection with the validity, interpretation, performance and termination of the Contract shall be subject to the exclusive jurisdiction of the Court identified pursuant to Regulation (EU) 1215/2012, Article 18, para. 1 and 2, and specifically: a. The User may take action before the courts of the country of the User's domicile or the country where GG has its headquarters. b. GG may take action before the courts of the country of the User's domicile.

7.3. In any case, the User may avail themselves of the out-of-court dispute resolution procedures provided by applicable law.


8.1. GG's failure to exercise one or more rights deriving from the Contract may not be considered a waiver to such rights nor may it prevent the subsequent exercise thereof.