FAQ – Frequently Asked Questions about Shipping & Returns

Write to us as soon as possible at happy@v-vongoat.de – including your order number and the subject line “Cancellation.” We personally review every order before it leaves the warehouse. As long as your package has not yet been shipped, we will cancel your order and refund your money to the original payment method.

If your order has already been shipped, cancellation is no longer possible. No problem: You can simply return your package within 14 days of receipt (see Returns & Refunds) or cancel the contract online.

Yes, as long as your order has not yet been shipped. Please send your change request (e.g., new delivery address, different color, additional item) including your order number to happy@v-vongoat.de. We process requests Monday to Friday from 9 a.m. to 4 p.m. and will get back to you as soon as the change has been completed.

You can see all currently available payment methods – such as Klarna – directly at checkout once you have selected your delivery country. All payments are made in euros (EUR), even for international orders.

By signing up for our newsletter, you get 10% off your first order. If the code is missing or not working at checkout, please check the following points:

• Subscription confirmed? After signing up, you will receive a confirmation email. Your discount code will only be sent once you click the link inside.
• Check your spam or promotions folder: Sometimes the email with the voucher code ends up there.
• For first orders only: The newsletter code is valid once for your first order at V VON GOAT.
• Entered correctly? It is best to copy the code directly from the email and paste it into the "Discount code" field at checkout – without any spaces before or after.
• One code per order: As a rule, discount codes cannot be combined with each other.

Still not working? Email us at happy@v-vongoat.de with the email address you used to sign up – we will look into it and help you further.

How much is shipping?

We ship with DHL. Shipping costs depend on your delivery country:

• Germany: €4.50 – free on orders over €200
• Austria, Netherlands, Belgium, France, Italy, Spain, Sweden: €8.99 – only €5.99 on orders over €200
• Switzerland, Liechtenstein, Great Britain, Norway: €8.99 – only €5.99 on orders over €200
• Japan, Canada, Singapore, South Korea, UAE: €40.00 – only €20.00 on orders over €200
• Australia, New Zealand: €50.00 – only €25.00 on orders over €200
• Israel, Argentina: €30.00 – only €15.00 on orders over €200

We are happy to deliver to all other countries upon request. You can always see the exact shipping costs at checkout before you complete your order.

Within Germany, we ship free of charge on orders over €200. For international deliveries, shipping costs are significantly reduced on orders over €200 – you can find an overview under shipping costs.

We personally review every order and prepare it for shipment on our business days (Monday to Friday). Once your package has been handed over to DHL, the standard DHL delivery times apply:

• Germany: generally 1–3 business days
• EU countries: generally 3–6 business days
• Switzerland, UK, Norway & worldwide: generally 5–10 business days, plus any potential customs processing

Orders placed on weekends or holidays will be processed on the next business day. During periods of high order volume (e.g., before Christmas), it may take a little longer. For pre-orders, a delivery time of approx. 3–4 weeks applies.

We ship our cashmere scarves, bandanas, windboards, and beanies to over 20 countries – including Germany, Austria, Switzerland, many EU countries, Great Britain, Norway, Japan, Canada, Australia, New Zealand, Singapore, South Korea, and the UAE. Is your country not on the list? Feel free to ask us.

There are no additional customs duties or taxes within the EU. For deliveries to countries outside the EU (e.g., Switzerland, Great Britain, Norway, markets near the USA, Asia), we ship duties and taxes unpaid. Any applicable customs duties and import taxes will be charged by customs or DHL upon delivery and must be paid by you.

As soon as your package is on its way, you will receive a shipping confirmation via email containing your DHL tracking number and a tracking link. You can use this to track your shipment live at any time – on dhl.de or in the DHL app. For international shipments, delivery is usually handled by DHL's local partner; your tracking number will still work.

You can find the current status of your order as follows:

• No shipping confirmation yet? Then your order is currently being checked and packed by us. This takes place on working days from Monday to Friday.
• Received a shipping confirmation? Then your package is with DHL – simply click on the tracking link in the email.
• Customer account: If you ordered with an account, you can also see your order status under My Account.
• Pre-order: Pre-ordered pieces have a delivery time of approx. 3–4 weeks. We will send you the shipping confirmation as soon as they are on their way.

Don't worry, this is usually completely normal:

• Immediately after the shipping confirmation: The shipment data has just been created. The first scan takes place when DHL collects the parcel – this can take 24–48 hours.
• International shipping: When crossing borders, going through customs, or being handed over to a local delivery service, there are often several days without a status update.
• Weekends & public holidays: Scans often do not take place on these days.

If your tracking within Germany has not changed for more than 3 working days (internationally for more than 7 working days), please write to us with your order number at happy@v-vongoat.de. We will then initiate an investigation with DHL.

Please first check whether your package was left with neighbors, at a pack station, at a post office, or in your designated drop-off location – information about this can usually be found in the DHL shipment tracking or on a notification card in your mailbox. If it cannot be located, please contact us within 7 days at happy@v-vongoat.de so that we can clarify the delivery with DHL.

Because our collection is not designed seasonally, we continuously restock many styles. In most cases, you can pre-order sold-out pieces directly – the delivery time is then approx. 3–4 weeks. You can find all pre-orderable items collected under Pre-order items.

Can't find a specific piece at all? Write to us at happy@v-vongoat.de – we'll be happy to tell you if it's coming back.

If an item is sold out, you will see a “3–4 weeks delivery time” notice on the product page. You place your order as usual, and we will reserve your piece from the next production run. This delivery time is an estimate and may shift slightly due to external factors (e.g., transport from Nepal or shipping service providers). If you order pre-ordered and immediately available items together, you will receive a partial shipment.

With the ice-dyeing technique, ice mixed with color pigments melts slowly over the cashmere – this creates a random color gradient every time. Each ice-dye piece is therefore a true one-of-a-kind. The color scheme and style will return, but the exact same pattern will not. Discover the current ice-dye unique pieces.

You have 14 days from receipt of the goods to return your order without giving any reason. Here’s how:

1. Register your return by email at happy@v-vongoat.de or via the button "Cancel contract".
2. Pack your pieces unworn, with labels attached, and if possible in the original packaging. Please include your order number or proof of purchase.
3. Send your package to:
   V VON GOAT GmbH & Co. KG
   Scharnhorststraße 28
   90491 Nuremberg
   Germany

We recommend using insured shipping with a tracking number so that your return can be tracked.

You are responsible for the return shipping costs. You can use a shipping provider of your choice for this. Exception: If you have received an incorrect or defective item, we will take care of it – see Received incorrect item.

As soon as your return has arrived, we will carefully check it. After that, you will automatically receive your refund via your original payment method within 10 business days. Depending on your bank, credit card, or payment provider, it may take a few more days for the amount to appear in your account.

Have more than 15 business days passed since your return confirmation and the money has still not arrived? Contact us at happy@v-vongoat.de.

The fastest way to get your desired piece: Send the item back as described above and simply order the new color or different style separately. This way, your new piece is on its way immediately, and you will be refunded the amount for the return after it has been processed.

We are sorry about that! Please check your order immediately upon receipt and contact us as soon as possible at happy@v-vongoat.de. Please send us:

• your order number,
• a photo of the item received, including the label,
• the name or color of the item you actually ordered.

We will then quickly resolve how to get your correct piece to you. Naturally, we will cover the costs for returning the incorrect item and for shipping the replacement in this case.

Please contact happy@v-vongoat.de with your order number and photos of the defect.