RETURNS & EXCHANGES

 

RETURNS

 

When purchasing from Soft Goat, you have a right to return products for a period of 30 days from when the goods have been sent from our warehouse*. The condition is that products must be returned in their original condition.

 

• The product must not be used

• The product must not be washed

• The product must not be dirty (have perfume, make-up or deodorant stains)

• The original hangtag must still be attached
 

Please be careful when you try the garments at home, some are particularly fragile and it is your responsibility that the product is returned in good condition. Failure to comply with this return policy will mean returns are only accepted at our discretion.

 

*Please note that this policy is not applicable to the purchase of detergents or monogrammed products.
 

RETURN PROCESS

 

To make a return, please make a registration via www.softgoat.com/returns. Enter the relevant order number and the email address that was registered when you made a purchase. Follow the steps shown and be sure to enter all of the information requested, and if necessary you can update your contact information. When your return registration is completed, a confirmation email will be sent out to the specified email address. The email will contain all further instructions as to how to proceed with return shipping. Soft Goat only covers the return freight when the goods are sent back from the same country to which they were first delivered.

Once we have received and approved your return, a refund will be made to you in the sum of the returned product’s value, and refunds are credited via your choice of payment. We normally handle your return within 14 days from when we receive the package at our warehouse. In individual cases it may take up to 30 days. We will send you a notification email when the return is completed. However, it may take a few days before you see the transaction on your account. Any eventual billing fee is not refundable.


Please note that it is possible to return products purchased online in our store at Humlegårdsgatan 14 in Stockholm.

 

UNREASONABLE RETURNING

 

Soft Goat reserves the right to cancel orders and deactivate accounts if we notice an unusual pattern of incoming returns from the same customer. An unusual pattern of returns can for example mean that a customer orders and returns unusually large quantities of products. If this should happen to you and you believe we have made a mistake, please contact our customer service at [email protected] so we can review and re-evaluate the decision.
 

EXCHANGE PROCESS

 

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

To register a return, please visit www.softgoat.com/returns. All information and instructions will be sent to your registered email address after your registration.
 

DEFECTIVE AND/OR WRONGLY SUPPLIED PRODUCTS

 

All goods should be flawless on delivery. If you receive a defective or wrongly supplied product – you are entitled to a new/correct product. In this case, please contact customer services as soon as possible - but no later than within 14 days of having received your order. We will contact you with further information and a return waybill. Always return the product in unused condition. Wrongly supplied products are to be returned unused.

PLEASE NOTE: Before you return wrongly supplied or damaged products, you must contact our customer support to report the issue.
 

CLAIMS

 

The right to make a Consumer Complaint only applies to products with a defect. If necessary, we ask that you register your complaint via www.softgoat.com/returns. State the order number in question, as well as the email address that was registered when you made a purchase. Follow the steps shown and be sure to enter all of the information requested. Once your query has been registered and viewed, you will be contacted with further information. Please note that defects caused by the consumer, for example, wear and tear or accidents, will not be accepted as claims.

In case of a dispute, we inform that you as customer can appeal to one of the bodies listed on the European Commission's Online Dispute Resolution website at https://ec.europa.eu