HOW DO I RETURN MY ORDER?
Please click on the following link: https://gobicashmere.shipping-portal.com/rp/ and enter your zip code and order number to initiate. If the link does not work properly, please contact our customer service to acquire a return label via; e-mail: firstname.lastname@example.org Note: The link does not work in Switzerland due to Swiss custom regulation.
HOW DO I TRACK THE WHERE ABOUTS OF MY ORDER?
Please enter your DHL tracking code through the following link; https://www.dhl.de/en/privatkunden/dhl-sendungsverfolgung.html. If there is no result, enter your zip code in the entry section. A DHL tracking code will be automatically sent to you upon dispatch of your order.
DO YOU DELIVER TO COUNTRIES OUTSIDE OF EU REGION?
We do deliver to countries outside of the EU region, but please keep in mind that delivery can take up to 4 weeks without any complications during the shipping process. Please consider placing your order on the following website; us.gobicashmere.com if you reside in the States or in Canada.
CAN I RETURN OR EXCHANGE MY ORDER?
Please click on the following link;https://www.gobicashmere.com/pages/prices-shipping-and-shipping-costs for more detailed information.
WHAT IF THE PRODUCT I WANT IS UNAVAILABLE?
Please make sure to visit our website from time to time for re-availability. Normally re-stock process takes 4-6 weeks.
WHERE IS THE LOCATION OF YOUR WAREHOUSE?
GOBI Cashmere Europe GmbH Genshagener Str. 27, Halle 4, 14974 Ludwigsfelde Germany
HOW LONG DOES TO TAKE TO RECEIVE MY ORDER?
Usually it takes up to 48 hours to prepare and dispatch your order. Once your order is handed over to DHL, it will take 1-3 business days within Germany and 5-10 business days to other EU regional countries. Outside of EU regional countries will take about 4 weeks.
I HAVE PLACED AN ORDER BUT WHY HAVEN’T I RECEIVED CONFIRMATION E-MAIL?
In this circumstance, please check your spam folder. Otherwise contact our customer service via; Tel: +49 (0)33 79 34 18 932 or e-mail: email@example.com
I HAVE FILLED A WRONG INFORMATION WHILE PLACING AN ORDER AND HOW DO I CHANGE MY SHIPPING ADDRESS OR BILLING ADDRESS?
Please immediately contact our customer service within 12 hours via; Tel: +49 (0)33 79 34 18 932 or e-mail: firstname.lastname@example.org.
HOW DO I KNOW WHAT SIZE IS SUITABLE FOR ME?
If you are unsure what size is suitable for you, please send us an e-mail which includes the link of the product(s) and the height and weight of the person whom you are trying to shop for. Our professional personnel will suggest you the right size.
HOW DO I CANCEL MY ORDER?
We’d recommend notifying us within 24 hours before we dispatch your order via; Tel: +49 (0)33 79 34 18 932 or e-mail: email@example.com. Alternatively, you could reject your order upon delivery and we’ll process your refund immediately if you happen to change your mind after we had already dispatched your order.
I HAVE RECEIVED A WRONG PRODUCT/ORDER. WHAT DO I DO?
Please immediately contact our customer service to remedy the situation via; Tel: +49 (0)33 79 34 18 932 or e-mail: firstname.lastname@example.org
WHAT HAPPENS IF MY PARCEL GETS LOST DURING SHIPMENT PROCESS?
In this case, we, as the sender of the parcel, will contact DHL and submit a formal investigation request to DHL. Our logistic partner (DHL) will conduct an official investigation regarding the lost shipment. The investigation can take up to 10 business days to complete.