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

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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.

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.

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.

Please click on the following link;https://www.gobicashmere.com/pages/prices-shipping-and-shipping-costs for more detailed information.

Please make sure to visit our website from time to time for re-availability. Normally re-stock process takes 4-6 weeks.

Gobi Cashmere Europe GmbH, Am Airport 1, 12529 Schönefeld, DEUTSCHLAND

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.

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

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.

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.

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.

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

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.