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 do not provide return labels for orders outside of Germany. The customer is to be responsible for the product until it reaches us and the shipment fee.
For all online returns within Germany made via our return portal to obtain a return label, a return fee of 5 EUR will be charged. The return fee will be deducted from the amount of your refund.
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 face masks, bodysuits, 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 within 14 days after the customer’s receipt of the original order. However, returns initiated later than the given time are only eligible for store credit.
Returns that are not accepted will be sent back to the customer and the customer will cover the delivery cost.
Return process within Germany
Please visit/click our return portal (link below). Please note that this portal is only for returns within Germany.
Login in with your order number (e.g. IN123456) 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.
You will receive a DHL return label by email.
Download the return label and print it out.
Make sure all items to be returned are in their original condition and packaging.
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 credit the customer's account within 14 business days (this may vary depending on the bank /card issuer).
If the return is not approved, the products will be returned to the customer.
Return process outside of Germany
Please note that postal and parcel shipments from a non-EU country to Germany must always be cleared through customs. You can avoid customs duties/taxes by enclosing with the return a complete and correctly filled out customs declaration, invoice, and return form. Please always attach these documents to the outside of your parcel. We advise obtaining the relevant information from your customs authority in the respective third country.
Please note that your return cannot be processed without the returns form included with your order.
The parcel remains the responsibility of the customer including any return customs duty until it is delivered to our warehouse. Please keep the proof of postage for future reference.
Please send your return to the following address below: Alt FineCom Logistics GmbH c/o GOBI Cashmere Otto-Brindl-Strasse 444 94447 Plattling Germany
Refunds
Once the returned product is inspected and accepted, the 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.
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
If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend you mark the item as returned in the Klarna portal. If you have any questions about extending your invoice, please contact Klarna Customer Service. Please note that GOBI Cashmere is not able to extend your invoice.
You'll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you've received a reminder but already returned items to us, please contact Klarna Customer Service.
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.
Transport damage
If goods are delivered with obvious transport damage, please complain about such defects to the deliverer as soon as possible and contact us immediately. Failure to make a complaint or contact us has no consequences for your legal claims and their enforcement, in particular your warranty rights. However, you will help us to assert our own claims against the carrier or the transport insurance company.
Lost Parcel
In case of a lost parcel, GOBI Cashmere will conduct an investigation process with DHL. Please contact our customer service team within 5 daysof the expected arrival.
If you have received an incomplete order, please contact our customer support team within 4 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-day return policy, we will refund the full amount.
If the order was partially returned, the points will be partially refunded or the points will be automaticallycalculated on the products.
If an order was purchased with loyalty points and returned exceeding our 14-day 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/2+1 with Purchase
If you are returning an order that includes a gift/bundle/BOGO please include the gift item with your return
If you are returning one of the paid items from a "2+1" promotion, the free item may need to be returned as well. The promotion will be void if you decide to keep fewer than the required number of items.
If the gift/bundle/BOGO is not returned, the retail value of the gift item may be deducted from the return amount.
If you choose to keep only the free item, its regular price will be deducted from the total refund.
In case of a (partial) return of a BOGO 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 BOGO product.
Zalando
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