Shipping and Return Policy

Order Processing

All our orders are fulfilled and shipped within 2 working days from the warehouse of our 3PL partner, Alt FineCom Finishing-eCommerce-Logistics GmbH, in Germany and handed over to our logistics partners.
An order confirmation email will be sent after the customer makes the order, which includes an invoice and our terms and policies.

The shipping cost within Germany is €5.
Shipping costs for European countries are €9 but when using DHL Express the prices may vary for each country.{' '}
Shipping cost is €20 for non-EU European countries but with DHL Express it is €46
Shipping costs for countries using PostNord as a last mile carrier are €15

We partner with SevenSenders and DHL for all our deliveries, and all orders are handed over to last mile carriers.
Last mile carriers with SevenSenders:{' '}
1. Austria: DHL/DPD AT
2. Belgium: Bpost
3. France: Colissimo
4. Ireland: AnPost
5. Italy: BRT IT
6. Poland: Poczta Polsk
7. Spain: SEUR ES
8. Sweden, Denmark and Finland: PostNord
{' '} A shipping confirmation email will be sent once the order is fulfilled and ready to be handed over to the transportation carrier. This email will include tracking number for shipping, our return policy and further instruction to follow for the return process (return portal and return label).

{`Please note that the due date of delivery may be extended due to COVID-19 restrictions and regulations. In this case, the extended due date shall not be considered as "delayed delivery" due to circumstances being beyond our control. `}
Under the normal circumstances, products will be packed and handed over to our logistics partner within 2 working days.
The actual delivery time of the parcel varies between 1-14 business days within EU and deliveries to non-EU countries can take up to 21 business days depending on the destination.

Within EU
There are no customs duties, no additional fees other than the shipping cost to be paid when ordering from within the EU. The quoted final prices will include the VAT of the destination country.
Outside EU
In some countries outside the EU, customs charges must be paid by the customer before shipment is delivered. The quoted final prices will not include the VAT or GST.

The charges might include import duties, import VAT, customs clearance charges and other applicable charges.

These fees shall be handled by the customers and please note that the company has no authority over the customs and duty taxes.

In rare cases, due to the German customs laws international orders that are above 1,000€ may be delivered in multiple packages at different times.

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.

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 refund face masks 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

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.

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 you order and want to return it, please contact customer service at support-1@gobicashmere.com.

If you wish to return your product(s), please visit our return portal(link below);
Order number/Delivery number
Select which product(s) you want to return.
Please choose the reason for the return.
After completing these steps please download your return label.
Print out the Label and place it on the shipping box (please make sure to remove any other labels and stickers from the box).
Returned items will be inspected by our Quality Control Team and the approval notice will follow:
- If the return is approved for a refund, the amount will be debited from us on the same business day and will be credited to the customer’s account within 3-5 business days. (Different bank institutions may vary).
- If the return is not approved, the product(s) will be returned to the customer.

Once returned product is inspected and accepted, the full refund will be issued in the form of the original payment method 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.
If you have used DHL express to receive you order and want to return it, please contact customer service at support-1@gobicashmere.com.{' '}
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.

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.

In case of a lost parcel, GOBI Cashmere will conduct an investigation process to DHL and SevenSenders. Please contact our customer service team.