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FAQ

Here are answers to the most common questions we receive. If you are curious about our terms and conditions, our production, or about Soft Goat in general, you will hopefully find the answers here.

general

Soft Goat offers payment through three different payment partners who ensure safe payment: Klarna, Adyen, and PayPal. We currently accept Visa, Mastercard, and American Express for debit- and credit card payments. In some markets you can also opt for bank account transfers or invoice payments.

 

Klarna payments are made via credit or debit cards, or via bank account transfers. Customers within certain areas* can also choose to pay by invoice via Klarna, and their service "Invoice - pay in 30 days". All payments are visible when you log into your Klarna account. All invoices are digital and are sent out via email by Klarna. Please note that the invoice period of 30 days is counted from the time when your package is being handled, not when you decide to pick up your package.

*Denmark, Finland, the Netherlands, Norway, Sweden, Germany, the UK, and Austria.

 

In markets where Klarna Checkout is not available, payments are handled through Adyen. In addition, payments with Amex are also made through Adyen in some markets where Klarna Checkout is available. Payments made with Vipps in Norway are made through Adyen.

 

We accept payments via PayPal in all markets. Please note that orders made via PayPal can only be sent to the address registered under personal information in your PayPal account, as their information overrides anything else you might put in at checkout for safety reasons.

As a rule, Soft Goat covers all delivery and return costs for domestic orders and for non-express deliveries within Europe.

 

Express delivery with DHL costs within Europe start at 9 EUR. Please note that the cost might differ across different delivery countries. To the rest of the world, the shipping cost starts at 29 USD.

 

Local taxes, as well as any customs duties are paid by the recipient (including the UK and Northern Ireland after 1st January 2021). For orders to Norway, VAT and customs duties are included in the purchasing price.

 

If you do not collect your package from a service point, or if you do not accept the costs when it arrives at customs and want it sent back, we charge a fee of 150 SEK/NOK; 125 DKK; 15 EUR; 20 USD.

Normal delivery time (if nothing else is stated) is:

2-3 days for domestics orders

2-6 days for orders within Europe

2-8 days to the rest of the world.

 

In case of longer delivery delays you have the right to cancel your order. In that case, please contact our customer service via email at [email protected], or via phone number +468 410 200 18.

 

All deliveries are performed by PostNord, DHL, Instabox or Budbee. You receive a shipment confirmation email when your order has been handled at our warehouse, and usually an SMS notification from the freight company when the package has arrived at the service point, or when it is ready for home delivery. If your package will be delivered to your home you will as a rule need to be available when the package arrives.

We guarantee that all items you order are without defects upon arrival. If you should receive a defective or wrongly delivered product we ask you to contact Customer Care as soon as possible to leave a written report of the defect. In these cases, you must contact us within 14 days from when the delivery reaches you, in order to get the complaint approved. Contact us via email: [email protected], or via phone: +468-410 200 18, and await our feedback.

 

  Any defective garment should be returned in the state it arrived, and any wrongly delivered item should be returned unused and unchanged.   This way we can send you a new or the correct item within 2-3 weeks.

 

In case of a dispute, we inform you that you as a customer can send a complaint to one of the agencies listed on the European Commission's Dispute Resolution Web site: webgate.ec.europa.eu/odr.

If you wish to exchange something from your order, we ask you to make a separate return first and thereafter you are welcome to place a new order via the the web shop.

 

If you wish to make a return, please visit www.softgoat.com/returns.

All information and instructions will be sent to your registered email address after your registration.

 

All returns must be made within 30 days of the order being sent to you.*

PLEASE NOTE! All items must be returned in their original condition, meaning that they are not used and that all original labels and tags remain on the products as when you received them. Any perfume, make-up, or deodorant stains on the product will mean that we cannot accept the return

 

*The return policy is not appliable for monogrammed products or for the Cashmere & Wool Wash.

We always try to choose the most sustainable freight-options available to us. As of right now the finished products are transported to our warehouse in Sweden by sea freight, train transportation, or air transport. The products you purchase are then sent from us out to you via freight companies who mostly drive trucks. Shipments which are sent to non-continental Europe first need to be flown abroad in order to reach you.

cashmere

Cashmere is wool that is obtained from cashmere goats. The goats possess a special undercoat of wool that consists of fine, soft hair that protects them from cold during the long winters in Mongolia. It is this wool that is used to make cashmere yarn. The name derives from the Kashmir region, located in northern India.

 

In spring, when the cold winter is over and the goats start to shed their winter wool, they are combed or trimmed by hand to remove the soft undercoat of wool. The rest of the wool, the so-called guard hair, is left on the goat. Then the wool is washed and sent to factories that spin it into yarn.

 

Cashmere is finer, stronger, lighter, softer and approximately three times more insulating than sheep wool. Read more about our cashmere here.

The goats either live with shepherds in Inner Mongolia where they move around to different places depending on the season, or on farms bordering Inner Mongolia.

 

During our visit to the farmers, we understood that the health and wellbeing of the goats is the most important thing for the farmers who take care of them. The goats get food twice a day and the feed usually consists of corn plants. During the grass season, they also get access to grass, and they always have access to water.

 

In Inner Mongolia, where the goats roam freely, they graze on their own.

 

If you want to know more about the goats and our production read more here: https://www.softgoat.com/sustainability

The wool is gathered either by shaving, cutting or combing the goat. The most commonly used method in Inner Mongolia is combing, since that makes it possible for the goats to keep the overcoat of wool needed in the colder climates there. In areas further south it has become more common to cut the coats off, which means the goats have no wool left after the collection process. In this case the farmers always make sure to wait until the temperature is high enough so that the goats can live comfortably without their fur.

 

Please read more about the treatment of our cashmere goats here.

There is a certain degree of stress for the goats whilst being cut, the procedure is similar to when a sheep gets groomed. To minimize this stress, there are often two or three people handling one goat at a time so that the process will be as time effective as possible.

Yes, all yarn that Soft Goat uses is OEKO-TEX® certified.

 

This means that our products hold the standard in regards to harmful substances for textile and clothing manufacturers, and that they have high human ecology requirements. As a customer, you can always feel safe when purchasing and wearing our products.

factories

Yes we do. Our Code of Conduct is based on internationally recognized principles for protection of human rights and workers’ rights according to the UN:s general declaration regarding human rights. It also keeps building on relevant international agreements on protection of the environment and animal welfare.

 

If you have further questions about this, you are welcome to send us an email to [email protected].

Every factory that we work with uses modern and safe machines and technology. There is also free lunch served in a separate room and outdoor areas for all workers to access.

 

Read more about our factories here.

After talking to both those responsible in the factories and a number of people who work in the factories, we feel confident in communicating to our customers that the factories have good and fair conditions.

 

Read more about our factories here.

It is very important for us that the people making our clothes work under good circumstances. Through our Code of Conduct, we demand that everyone gets a fair salary. 

We and every factory we work with have strict rules against child labor and no one under the age of 18 is allowed to work. Through continuous contact and visits to our different factories, we can assure that these rules are followed.

We have visited most of the factories we work with, the ones we have not visited yet we are planning to visit as soon as we can. We also want to keep visiting all the factories continuously to keep our good relationships with them and to make sure that the good working conditions are upheld.