Refund policy

If you are not satisfied with your purchase, you can initiate a return using our online return portal by clicking here. Returns that do not follow our official return process via the return portal will take longer to be processed.

All online returns are free.

Returns due to damaged or incorrect items are acceptation. Please note that you are responsible for returned items until they are delivered to us.

Eligible returns initiated within 30 days of the customer’s receipt of the order may be returned for refund, exchange, or store credit. Eligible returns initiated after 30 days of the customer’s receipt of the order may be returned but not refunded; only exchanges and store credit are available. Items purchased during the holidays are subject to a different return timeline; see “Holiday Returns” below.

Starting in September and throughout the holiday season, return processing, including exchanges and refunds, may take up to 10 business days from the date your return is delivered to our warehouse.

If your return is approved for an exchange, you will be notified once the exchange has been processed.

If your return is approved for a refund, you will be notified, and the amount paid, including applicable taxes, will be credited to your original form of payment. The time it takes for the refund to appear in your account may vary depending on your financial institution.

Original shipping costs are not refundable. Shipping costs for exchanged items must be paid by the customer.

Eligible online orders may be returned in the United States to our return address. Items purchased in-store may only be returned in-store.

Return Instruction

• Visit our return portal: https://gobicashmereus.returnscenter.com/
• Put in your order number and the email address you used to place the order
• Select which product(s) you want to return and the reason for the return
• Select whether you want to exchange a product, a store credit, or a money refund (*restrictions apply).
• Please make sure to cover the original box (Priority Class) with plain paper or to use any other box/envelope if the return label has been generated with First Class Label
• If your return is approved for an exchange, you will be notified once the exchange has been processed.
• If your return is approved for a refund, the refund will be issued to your original form of payment.

Return Eligibility

To be eligible for a return, items must be unworn, undamaged, with tags, and in their original packaging.

Products sold at a discount of 60% or more, items marked as FINAL SALE, gift cards, undergarments, and facemasks are not eligible for return.

Items not eligible for return will be shipped back to the customer at the customer’s cost.

Returns are eligible if initiated and posted at any local postal office within 30 days of the customer’s receipt of the original order. Returns initiated later than the given time are only eligible for exchanges and store credit, however, the return shipping fee is to be paid by the customer.

Gift/Bundle/BOGO with Purchase

If you are returning an order that includes a gift/bundle/BOGO please include the gift item with your return

If the gift/bundle/BOGO is not returned, the retail value of the gift item may be deducted from the return amount.

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 product of BOGO.

Holiday Returns

Items received between November 1st and December 23rd may be returned until January 15th of the following year, subject to order eligibility and the rest of this Return Policy.

Lost, Damaged or Incorrect Items

If your item is lost in transit, or if you receive an item that is damaged, defective, or incorrect, please contact our customer support team within 5 days.

If the customer does not contact our customer support about the damaged item within 10 days after the delivery we will count the damaged item as non-refundable.

Loyalty and returns

• Earned Points: Returned items remove earned points proportionally. Your membership tier will be recalculated and may drop.
• Redeemed Credit: Credit is a discount, not cash. Approved returns credit back the equivalent points to your account for future use. Partial returns credit back a matching share.
• Exclusions: Credit does not apply to sale items or e-gift cards, so returning them credits back no points.
• Validity: Credited-back points start a fresh validity period from the date they return to your account.
• Late Returns (Past 30 Days): Loyalty points are not credited back.