Q: What if I received defective items?
Our cashmere artisan weavers are very proud of the quality of their handiwork and traditional craft. We want you to experience the pleasure of owning a beautifully made cashmere product.
If you should somehow receive defective or incorrect items*, we will be happy to replace them at no charge to you (assuming a comparable replacement is available).
If the item is out of stock, we will provide you a time estimate for a replacement, or store credit for a future purchase.
To be eligible for a return, please inform us at firstname.lastname@example.org of any damage or error within one week of receiving the items. Once acknowledged, please return the defective or incorrect item(s) in its original packaging and proof of purchase. The item must be returned in the same condition as you received it. Once the item is received and verified, we will issue a replacement item, or your store credit (with sincerest apologies!).
*Please note that the cashmere products are handmade and hand-dyed. Tiny variations in dye and weave is not unusual for handicrafts and are not considered a defect. This is especially so for the more exclusive traditional weaves and natural dye ranges.
Additionally, while we do our level best to represent the product faithfully on our website, variations monitors and browsers mean that precise colour representation cannot be guaranteed; an item with slight colour variation from website perception is therefore not considered an incorrect item. Find out more in our Terms of Service.
**Shipping costs cannot be refunded if there are other items in the same shipment that you are not returning.
Q: What if I change my mind?
We are certain that you won't have a change of heart - once you receive and touch your cashmere item, you will not be sad! But we understand that sometimes there can be a change of mind. There might be regret in colour choice, or perhaps you wished you had gone for an even finer quality of cashmere!
If you have these dilemmas, but do not wish to purchase an additional product, let us know at email@example.com. We are happy to help with exchanges.
In the event of an exchange, please return the item(s) in its original packaging and proof of purchase. The item must be returned in the same condition as you received it. Once the item is received and verified, we will issue the exchange.
- If the exchanged item is priced differently from the original purchase, the difference will be charged to you (if more expensive) or refunded (if less expensive).
- You will be responsible for all shipping costs related to returning and re-shipping the items, plus a AUD10 re-stocking fee. You may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
*Unfortunately, we are not able to accommodate complete refunds for a change of mind. Our customers' satisfaction is close to our heart, and in the best traditions of the Himalayan cashmere trade, we absolutely value personal interaction with you as we help you make the best cashmere choice. However, we are a small social enterprise aiming to funnel equitable value down the cashmere supply chain. We hope you understand that we do not have the same ability as large stores and corporations to absorb the costs of refunds.
For that reason, only VIP customers are exempted from the costs of returning a product, due to a longer and pre-existing relationship.