FAQ

Do you have any questions about your order or about our products? Below you’ll find our most frequently asked questions. Hopefully you will find the answers you seek. If not, please feel free to contact us.

PRODUCT RELATED

WHAT IS CASHMERE?
Cashmere is the soft down found in the underbelly of goats that live in the vast grasslands of Mongolia and the Gobi Desert. Under a goat’s coarse protective outer coat lies cashmere, a much finer fiber, which insulates them from the bitter cold.
DO YOU HARM GOATS IN ANY WAY TO SOURCE CASHMERE?
Our cashmere originates from Mongolian goats herded by the country’s nomadic people. They still form the majority of the population and their way of life has changed little over the centuries. Each spring, as the weather warms and the undercoat of goats naturally begins to shed, nomadic herders with generations of expertise carefully hand comb the extra fine down without causing any stress or harm to the goats. It is the most sustainable and humane way of harvesting raw cashmere.
WHAT ARE THE DIFFERENT GRADES OF CASHMERE?
There are three grades of cashmere including Grade A, B and C. We offer products made from the finest cashmere of “Grade-A.” The best grade of cashmere is 14-15.5 microns in diameter and some parts of Mongolia even produce cashmere with a diameter between 13-14 microns. It is the finest, the so-called ‘King-Fiber’ which stands out as top quality above the others.
HOW TO TELL IF CASHMERE IS HIGH QUALITY
The easiest way to check cashmere quality is to touch the cashmere. Even with a slight touch, you should feel the smooth and pleasant sensation if it is a “Grade A” cashmere. The softness of cashmere positively correlates with the cashmere grade. The length gets shorter and the diameter increases with low grade cashmere.
CAN I WASH 100% CASHMERE PRODUCTS?
Depending on the product type, different care instructions are recommended. Carefully go over the label attached to the product. We recommend dry cleaning for the cashmere products for the long durability and freshness. Please refer to our Cashmere care page for more information.
WHAT IS PILLING?
Pills are the little balls of fiber that start to gather on your sweater typically in areas where there is friction. It is a natural occurrence that should cause no worries. Gobi cashmere sweater pills only once or twice depending on the garment type. Pilling can be quickly removed with a cashmere comb or easily picked off by hand
WHY DOES LIGHT COLORED CASHMERE FEEL SOFTER THAN THE DARKER ONES?
White, beige, warm grey, and brown are the naturally occurring shades in Mongolian goats. Each color has its own characteristics. Gobi does not change the organic quality of Mongolian cashmere at any stage of production. Undyed, unbleached products from the “Gobi Mongolian Organic Cashmere” are made without compromise which explains the softer feel.
IS CASHMERE HARMFUL TO MY SKIN?
We proudly recommend our products to people of all ages including your little ones under the age of 1 as our yarn has been certified harmless to any skin by OEKO TEX 100 standards.
WHY IS MONGOLIAN CASHMERE SO SOFT?
Mongolian cashmere is distinguished by an incredibly soft finish, which is the result of delicate fibers that are almost silky to the touch. It doesn’t have the itchy quality of wool but still provides insulating warmth without having to be wrapped in layers and layers of it; hence why Cashmere is such a wanted fabric.
DOES CASHMERE MAKE YOU HOT IN THE SUMMER?
Despite being warmer than wool, cashmere is highly breathable and lightweight. Cashmere is hygroscopic, which means that unlike synthetic fibers, it is a naturally breathable material. It has a high moisture content and as the humidity changes in the air so does its insulation making it comfortable in all climates, even during the summer.
WHAT IF I WEAR MY CASHMERE IN THE RAIN?
We do not recommend wearing your cashmere products in the rain. However, the fibers in cashmere have water repellent exteriors and the interior attracts water. This means that it attracts moisture, such as water, away from the body. So, you should still feel pretty cozy if you wear cashmere in a mild, rainy day.

PURCHASE RELATED

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: support-1@gobicashmere.com 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/shipping-policy 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: support-1@gobicashmere.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: support-1@gobicashmere.com.
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: support-1@gobicashmere.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: support-1@gobicashmere.com
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.