Free shipping across EU on orders over €159!

Free shipping across EU on orders over €159!

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Return Policy

Return Policy
Return Policy
  • Returns are eligible up to 14 days, the return eligibility date will start once the customer receives the delivery.
  • In order 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 return within the EU, UK and Switzerland.
Return Eligibility
  • Products must be returned undamaged in its original condition and packaging (includes 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 return of face masks 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’ll exchange or refund it.
  • Not accepted returns will be sent back to the customer and the delivery cost will be covered by the customer.
Return process

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

Return portal:

  • Log 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 return.
  • Please check your return information and click the SEND button.
  • You will receive a free return label from DHL by email.
  • Download and print the return label.
  • 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 3 to 5 business days (this may vary depending on the banking institution).
    • If the return is not approved, the products will be returned to the customer.

Return Delivery
  • Until the delivery to our warehouse the parcel remains under customers responsibility. Please keep the proof of postage.
  • If you have used DHL express to receive your order and want to return it, please contact customer service at
Gift/Bundle with Purchase
  • Returning an order that included a gift/ bundled additional item? Please be sure to include the gift/ additional item with your return, or your refund will be adjusted to deduct the retail value of the gift.
  • At the end of GOBI’s promotions, coupon, gift, bundle, sales offers, any following offers may hold the same or similar sales amount or offered products. In addition, each can have a varying duration date with a differing sales concept.
  • To receive a gift/ additional bundle item, the customer should add it to the basket with the selected item, otherwise, the gift/ additional bundle will not be shipped together. GOBI has no authority to ship the item/additional bundle item which was not on the final placed order.
  • 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.
  • The gift promotion does not apply to orders placed under the "Buy One, get One" promotion. Unless an additional product above the threshold of €149 outside the BOGO promotion is placed in the same order, in which case the gift is applicable.
  • 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 the purchase.
  • In case of a return of the complete order, the shipping cost (if charged) will be refunded as well.
  • The shipment fee of the DHL express label is not 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 was 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. Shipping fee will not be refunded.
Klarna Returns
  • Please note that orders placed using Klarna cannot be refunded onto a store credit/gift card.
  • 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 to DHL and SevenSenders. Please contact our customer service team.
  • If you have received an incomplete order, please contact our customer support team within 4 business days after the carrier is delivered.
  • If the claim is later than the given time, we are unable to claim the investigation.