RETURNS
RETURN PROCESS
To initiate a return, please register your return here. Enter the relevant order number and the email address used when the purchase was made. Follow the instruction, and ensure all required information is provided. When your return registration is completed, a confirmation email will be sent to the email address provided. The email will contain all further instructions as to how to proceed with the return, along with shipping label and instructions, depending on your chosen return method.
If you experience any issues registering your return, please contact our Customer Service team for assistance.
Please note that as long as your return request is registered within the 14 days of receipt, your return will be eligeble for processing, regardless if you require additional assistance before the shipment can be made.
UNREASONABLE RETURNING
Soft Goat reserves the right to cancel orders or deactivate accounts if we notice an unusual pattern of incoming returns from the same customer. An unusual pattern of returns can for example mean ordering and returning unusually large quantities of products, on several consequtive occasions. If this should happen to you and you believe we have made a mistake, please contact our customer service at [email protected], and we'll be happy to review and re-evaluate the decision.
EXCHANGE PROCESS
If you wish to change to another item, please follow the regular return process, and place a new order directly online for the relevant product. We are unfortunately not able to assist with direct exchanges.
DEFECTIVE AND/OR WRONGLY DELIVERED PRODUCTS
All goods should be flawless on delivery. If you receive a defective or damaged product, or receive the incorrect product in relation to your order, we ask that you please file a claim for the order through here. For any claims regarding incorrect deliveries, transport damages or missing deliveries, please note that your claim needs to be filed within 3 business days of confirmed delivery date. Any and all incorrect delivered items must be returned in unused, like-new condition, with all tags intact.
PLEASE NOTE: Before you return an item, you must register your return or claim through the portal online.
RETURNS
Soft Goat accepts returns of unworn, unwashed, and undamaged merchandise, in perfect condition with the original packaging. This applies to both full-priced and sale purchases. The return must be registered within 14 days of receipt, and all tags must be attached and in their original condition; worn, washed or otherwise affected items will not be accepted for return.
All returns must be registered in our Return Portal, and accurately reflect the items sent. Discrepancies may delay processing.
The return fee varies per shipping country, and will be deducted from your refund. Please see your the Return Portal for your region.
Returns must be sent back using the return label provided by Soft Goat, through the Return portal. We are not able to take responsibility for shipments booked or shipped with, or handed in to other carriers.
If you need to return multiple orders, we recommend returning each order separately. This ensures faster processing and protects your refund—if a combined return is lost or damaged, we cannot guarantee compensation for all items.
Returns are processed within 14 days of receipt at our warehouse. During peak season, campaigns and heavy workload, processing may take up to 28 days. Once your return has been completed, you'll recevie confirmation through automated email.
CLAIMS
The right to make a Consumer Complaint only applies to products with a production defect.
To initiate a claim, register your complaint here. You'll need the order number in question, as well as the email address that was used when the purchase was made. Follow the instruction, and ensure as much information as possible is provided, along with sufficient imagery. Once your query has been registered and reviewed, you will be contacted with further information and next steps for a possible solution.
Please note that defects caused by the consumer, for example wear and tear, accidents or external impact are not valid under the requirements for a production claim, and will not be approved. In case of a dispute, you as customer may appeal to one of the bodies listed on the European Commission's Online Dispute Resolution website at European Commission, official website.