Customer Service

Delivery

Normal delivery time (if nothing else is stated) is 2-3 business days in Sweden, orders to Europe take 2-6 working days and the rest of the world 4-8 days. If a product is sold out, delivery time may be longer. In case of longer delay in delivery, you always have the right to cancel the purchase. If you wish to do so, please contact customer support. All deliveries are made by PostNord or DHL. You will receive an e-mail or an SMS-notice when the package is ready for pick up at your nearest collection point. If your package will be delivered to your door it normally requires your signatur.

Confirmation

Once we receive your order we will send you a confirmation e-mail with information about your order. We would recommend you save the order confirmation in case of contact with customer service.

Shipping Costs

Soft Goat pays for all delivery and return costs in Sweden. Shipping costs within Europe starts at 10 EUR depending on destination and order size. To the rest of the world, delivery cost starts at 25 USD. Any customs duty and/or taxes is paid by the receiver. If you order from Norway customs and taxes (mva) is included in the price. If a package is not picked up we charge a fee of 150 SEK/15 EUR/20 USD (also applies to pick-up in our store in Stockholm).

Payment Options

Soft Goat offers payment through credit card or invoice via Klarna. We currently accept Visa, Mastercard, and American Express. When paying by credit card, payment is handled by our payment partner Adyen to ensure secure payments. There are no extra charges. Customers in Sweden and Finland can also pay by invoice via Klarna and service "Invoice - pay in 14 days". The invoice will be enclosed with your goods and payment terms are 14 days. Please note that your invoice period of 14 days is counted from the time when your package is sent, not when you decide to pick up your package. When paying by invoice, we send orders ONLY to your registered home address. If you would like to get your order sent to a different shipping address, please choose credit card payment.

Returns, exchanges and money-back guarantee

Our return policy is within 30 days from the goods having been sent*. The only term is that the goods must be returned in its original condition ie that it has not used, cleaned or otherwise changed. Failure to comply with this return policy will mean any returns are only accepted at our discretion. 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. If you want to change or return an item, please contact Soft Goats customer service via e-mail info@softgoat.com or by phone +46 8 410 200 18 for instructions on how to make your return. Please let us know as soon as possible (and within 30 days) if you want to make a return or exchange. Once we have received and accepted your return, we will make a refund of the value of the returned product. Normally, we refund your purchase within 14 days. In individual cases it may take up to 30 days which is the maximum time according to consumer law. 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 billing fee is not refundable.

*Nb! The return policy is not applicable on products with monogram.

Complaints

We guarantee that the goods you have ordered are flawless on delivery. If however you receive a defective product, please contact customer services as soon as possible but no later than within 14 days. Please return the product in the condition it was received detailing the damage or fault and you will get a new product within 2-3 weeks. Please return the item along with payment confirmation. Please tell us the reason for the return. NOTE: Before you return wrongly supplied or damaged products you must contact customer service to get the return approved.

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 webgate.ec.europa.eu/odr.

Transport Damage

All products from Soft Goat are insured against theft and damage while the package is in transit between Soft Goat and your shipping address. It is therefore important that you promptly report any damage or lost goods to us at: info@softgoat.com. If the package is damaged or fractured, please immediately notify the carrier. Once you have signed for/received your package it will not be covered by our insurance.

Privacy Policy & Cookies

By agreeing to our Terms & Conditions you agree to our Privacy Policy & Cookies. We encourage you to read our full Privacy Policy

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