Frequently asked questions
Have a question? You are in the right place. Browse our most frequently asked questions below. If you can't find what you're looking for, contact us anytime at contact@goldinova.com and we'll get back to you within 24 to 48 business hours.
Ordering
Q1. How do I place an order?
Placing an order with Goldinova is simple. Browse our collections, click on the product you want, select your preferred options (size, colour, or quantity where applicable), and click "Add to Cart." When you're ready, go to your cart and click "Checkout." Follow the steps to enter your shipping address and payment details, then confirm your order. You will receive an order confirmation email within a few minutes of completing your purchase.
Q2. Can I change or cancel my order after placing it?
We process orders quickly, so changes and cancellations are only possible within 12 hours of placing your order, and only if it has not yet been dispatched.
To request a change or cancellation, email us immediately at contact@goldinova.com with your order number and the change you need. We will do our best to help, but we cannot guarantee modifications once an order has entered processing.
Once an order has been dispatched, it can no longer be cancelled or modified. Please double-check your order details — including your shipping address — before confirming your purchase.
Q3. I made a mistake in my shipping address. What should I do?
Contact us as soon as possible at contact@goldinova.com with your order number and the correct address. If your order has not yet been dispatched, we will update it for you at no charge.
If your order has already been shipped, we are unfortunately unable to redirect it. Please ensure your address is correct at checkout to avoid any delays or delivery issues.
Q4. How do I know my order has been confirmed?
As soon as your order is placed successfully, you will receive an order confirmation email to the address you provided at checkout.This email includes your order number, a summary of the items ordered, and your shipping address.
If you do not receive a confirmation email within 15 minutes of placing your order, please check your spam or junk folder. If it is not there either, contact us at contact@goldinova.com and we will confirm your order manually.
Q5. I have not received my order confirmation email. What should I do?
First, check your spam or junk mail folder — confirmation emails sometimes end up there by mistake. If you still cannot find it, it is possible that the email address entered at checkout contained a typo.
Contact us at contact@goldinova.com with your full name and the approximate date and time of your purchase. We will locate your order and resend the confirmation to the correct email address.
Q6. Can I track my order after placing it?
Yes. Once your order has been dispatched, you will receive a separate shipping confirmation email containing your tracking number and a direct link to track your package in real time.
Please allow 2 to 5 business days after dispatch for the tracking information to become active. If your tracking shows no updates after 7 business days, contact us at contact@goldinova.com and we will investigate on your behalf.
For more details on shipping and delivery times, please visit our Shipping Policy page at: www.goldinova.com/policies/shipping-policy
Q7. Can I order multiple items in one order?
Absolutely. You can add as many items as you like to your cart before checking out. Ordering multiple items together is a great way to save on shipping, as our standard shipping fee of $7.00 covers your entire order — not per item.
Please note that in some cases, items from the same order may be shipped separately depending on product availability or supplier location. If this happens, you will receive separate tracking numbers for each package.
Shipping and delivery
Q1. How much does shipping cost?
We offer standard shipping for a flat rate of $7.00 on all orders, regardless of how many items you purchase. This means you pay one flat shipping fee for your entire order — not per item.
We also occasionally offer free shipping on selected products or promotional periods. When free shipping is available, it will be clearly shown on the product page or automatically applied at checkout. Free shipping uses the same delivery network as standard shipping, so delivery times remain the same.
Q2. How long does it take to process my order before it ships?
All orders are processed within 1 to 3 business days from the date of purchase. Business days are Monday to Friday, excluding public holidays.
If you place your order on a weekend or public holiday, it will begin processing on the next business day. You will receive a shipping confirmation email with your tracking number as soon as your order leaves our fulfilment centre.
In rare cases — such as high order volumes or stock verification— processing may take up to 5 business days. We will always notify you by email if there is any delay on our end.
Q3. How long will it take for my order to arrive?
Once your order has been dispatched, estimated delivery takes 7 to 15 business days depending on your location.
Please keep in mind that this is an estimate, not a guaranteed delivery date. Actual delivery times can vary based on your country, local postal service speed, and whether your order goes through customs inspection.
Q4. My tracking hasn't updated in several days. Is my order lost?
Tracking updates can sometimes pause for a few days during transit — particularly when a package is moving between countries or going through customs. This is completely normal and does not mean your order is lost.
We ask that you allow the full estimated delivery window of7 to 15 business days before raising a concern. If your order has not arrived and your tracking has shown no movement for 10 or more consecutive business days, please contact us at contact@goldinova.com with your order number and we will open an investigation with the carrier immediately.
Q5. My order says it has been delivered but I haven't received it. What do I do?
If your tracking shows "delivered" but you haven't received your package, please take the following steps first:
1. Check around your property — behind doors, in a porch, or in a secure location the driver may have used.
2. Check with neighbours in case it was left with them.
3. Contact your local post office or delivery depot — they sometimes hold parcels if delivery was unsuccessful.
4. Check if anyone else at your address may have collected it.
If you have done all of the above and still cannot locate your order, contact us at contact@goldinova.com within 7 days of the marked delivery date and we will assist you further.
Please note that Goldinova is not liable for packages confirmed as delivered by the carrier. However, we will always do our best to help resolve the situation.
Q6. Can I change my delivery address after ordering?
If you notice a mistake in your delivery address, contact us immediately at contact@goldinova.com with your order number and the correct address. We will do our best to update it before your order is dispatched.
Once an order has been shipped, we are unable to redirect it to a new address. This is why it is important to contact usas quickly as possible — ideally within 12 hours of placing your order.
STILL HAVE A QUESTION?
Our team is always happy to help with anything shipping or delivery related. Get in touch and we will respond within 24 to 48 business hours.
Email: contact@goldinova.com
Website: www.goldinova.com
Please include your order number when contacting us about an existing order — it helps us find your details and respond much faster.
— The Goldinova Team