Return Policy

Returns are eligible 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.
All online returns using our return portal to receive a return label will be subject to a return fee of £9. The return fee will be deducted from the amount of your refund.
The customer is to be responsible for the product until it reaches us and the shipment fee.

Return Eligibility

Products must be returned undamaged in their original condition and packaging (includes a 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.
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).

Please generate a return label by providing your email address, full name, and home address in the specified fields.
Select the reason for your return.
Download and print the generated return label.
Fill out the return form completely, which was attached to the parcel from us.
Ensure you package the return form inside the original packaging in the returning parcel; otherwise, we cannot process your return.
Make sure all items to be returned are in their 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 affix the return label to it.
You can use the original box, but please make sure to remove all other labels and stickers from the box.
Please note that we cannot process your return without the return form.
After we receive 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.

Return Delivery

Until the delivery to our warehouse, the parcel remains under the customer’s responsibility. Please keep the proof of postage.
If you have used the “next day” shipping option to receive your order and want to return it, please contact customer service at [support-4@gobicashmere.com]

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.
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 being 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.

Exchanges

If you wish to exchange a product for an order, please contact our customer service at support-4@gobicashmere.com

Lost Parcel

In case of a lost parcel, GOBI Cashmere will conduct an investigation process with Royal Mail. 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” (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 product of BOGO.