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Return Policy

Return Policy
Return Policy
  • Returns are eligible for up to 14 days; the return eligibility date will start once the customer receives the delivery.
  • To speed up the return and refund process, please follow our official return process as returns that didn’t follow our official return process will take longer to be processed and refunded.
  • We offer free returns within Germany and the UK.
  • We are unable to provide return labels for orders outside of Germany and the UK; the customer is to be responsible for the product until it reaches us and the shipment fee.
  • Until the delivery to our warehouse, the parcel remains under the customer’s responsibility. Please keep the proof of postage.
Return Eligibility
  • Products must be returned undamaged in their original condition and packaging (including tag). If the goods are returned worn or used (does not apply to trying on), a refund is not possible.
  • For health and hygiene reasons, we cannot exchange or accept the return of facemasks and knickers unless they are defective.
  • If your product develops a fault within 14 days of having received your order, please contact customer service with proof of purchase and we will exchange or refund it.
  • Returns are eligible if initiated and posted at any local postal office after 14 days of the customer’s receipt of the original order. Returns initiated later than the given time are only eligible for a store credit, however, the return shipping fee is to be paid by the customer.
  • Not accepted returns will be sent back to the customer and the customer will cover the delivery cost.
Return process

Please visit/click our return portal (link below).

Return portal: http://gobicashmereeu.returnscenter.com

  • Login in with your order number and email. This information can be found in the order confirmation email.
  • Select which products you want to return.
  • Please select the reason for the return.
  • Please check your return information and click the SEND button.
  • If the return is within Germany you will receive a free return label from DHL by email.
  • Download and print the return label from your email or the return portal ( Germany ) .
  • Make sure all items to be returned are in original condition and packaging (including the label).
  • Pack all the products to be returned (including gifts) together with the return form in the package and stick the return label on it. You can use the original box (please make sure to remove all other labels and stickers from the box). Please note that your return cannot be processed without the return form.
  • After receiving the return, it will be inspected as soon as possible;
    • If the return is approved for a refund, we will debit the amount on the same business day and credit the customer's account within 14 business days (this may vary depending on the banking institution).
    • If the return is not approved, the products will be returned to the customer.

Refunds
  • Once the returned product is inspected and accepted, the full refund will be issued in the form of the original payment method the customer has used to proceed with the purchase within 14 business days.
  • Eligible returns initiated after 14 days of the customer’s receipt of the order may be returned but not refunded; only exchanges and store credit are available.
  • In case of a return of the complete order, the shipping cost (if charged) will be refunded as well.
  • Shipping fee for returns that did not use return labels provided by us or returns from non-EU countries using DHL Express label or other carriers is non-refundable.
  • If your payment was made with gift cards and a credit card, we will refund the gift card you entered first at checkout, then your payment card.
  • If your package was sent back to us for any reason, including but not limited to; the wrong address is provided, the package was not claimed, customs fees were not paid, etc., GOBI will refund the amount of the merchandise once it has arrived back at our warehouse. The shipping fee will not be refunded.
Klarna Returns
  • Please note that orders placed using Klarna cannot be refunded onto a store credit/gift card.
Exchanges
  • Unfortunately, we do not offer an exchange; you can simply return the item and place a new order with us.
Lost Parcel
  • In case of a lost parcel, GOBI Cashmere will conduct an investigation process with DHL and SevenSenders. Please contact our customer service team within 5 business days.
  • If you have received an incomplete order, please contact our customer support team within 4 business days after the parcel is delivered.
  • If the claim is later than the given time, we are unable to claim the investigation.
Loyalty Policy
  • If an order was purchased with loyalty points and returned within our 14 days return policy, we will refund the full amount.
  • If an order was purchased with loyalty points and returned exceeding our 14 days return policy, we will only issue a store credit totaling the amount of the order and the loyalty points will not be refunded.
Gift/Bundle/BOGO with Purchase
  • In case of a (partial) return, the retail value of the gift will be automatically deducted if the minimum purchase value of the gift's threshold is not reached.
  • In case of a (partial) return of a “Buy 1, Get 1 Free” order, the retail value of the BOGO will be automatically deducted with half the value from the actual paid product if the returning order contains only one product of BOGO.