General questions
Ask us about Golden Hour, our collection or shopping online.
Golden Hour customer care
How can we help?
Questions about an order, a product or finding the right fit? Send us a message and it will be delivered directly to the Golden Hour website administrator. We aim to respond within one to two business days.
Order support
Include your order number so we can locate your order faster.
Product & sizing
Tell us which style you are considering and what you need help with.
Send us a message
Complete the form below with as much detail as possible. Required fields are marked and your message will be sent through Shopify's secure contact form.
Frequently asked questions
Answers before you reach out
These are the questions we receive most often about orders, delivery, sizing and returns. Open a question to view the answer.
Where can I find the estimated delivery date?
The estimated delivery window is shown directly on each product page near the size selector and add-to-bag area. Because delivery timing can differ between styles, always check the estimate on the specific product page before placing your order.
When will I receive tracking information?
Tracking information is sent by email after your order has been prepared and dispatched. A tracking link can take a little time to become active after the shipping confirmation is sent.
Why are items from the same order arriving separately?
Some orders may be divided into separate parcels when styles are prepared by different fulfilment locations. Each parcel can have its own tracking update and may arrive on a different day.
Can I change my shipping address after ordering?
Contact us as soon as possible and include your order number and correct address. We will try to help before the order is processed, but an address change cannot be guaranteed after dispatch.
Can I change or cancel my order?
Send us a message immediately with your order number and requested change. We will review the status of the order, but changes and cancellations may no longer be possible once preparation has begun.
How do I choose the right size?
Open the Sizing & Fit information on the product page. Review the fit scale, the model's height and size, and the product-specific size chart. These details are more reliable than choosing only by the size you normally wear.
How do I request a return or refund?
Review the eligibility requirements and instructions in our Returns & Refund Policy. Then contact us with your order number, the item you wish to return and the reason for your request.
What should I do if my item arrives damaged or incorrect?
Contact us promptly with your order number and a clear description of the issue. Mention whether the item is damaged, incorrect or incomplete. Our team may ask for photographs so the issue can be assessed accurately.
Where is my order shipped from?
Golden Hour works with a carefully selected international network of production and fulfilment partners. Your order is prepared and dispatched from the location best suited to the selected style and delivery destination.
How quickly will Golden Hour respond?
We aim to respond within one to two business days. During launches, promotions and holidays, replies may take slightly longer. Sending one complete message with your order number and relevant details helps us assist you more efficiently.