F A Q

GENERAL

Authentic cashmere wool is the fine undercoat of the cashmere goat. Cashmere is the finest, most exclusive wool on the market.

Within the EU the delivery time is 2-4 working days. Delivery time outside the EU is 4-5 working days.

Cashmere pieces should be handled carefully.

- You can wash your pieces on a gentle washing program, with detergent meant for wool.

- Pieces should air dry, lying flat on a surface.

- We recommend steaming your pieces, not ironing them.

- Cashmere pieces should be stored folded, rather than hanging.

Like any other wool, cashmere will produce pilling. Especially when they are new. We just have to accept that pieces made out of natural fiber will pill.

The pilling occurs when the shortest hair fibers in the yarn come out of the thread, usually during the first few wears. Remove the pilling gently by hand, never shave or use an electric lint remover.

You will experience that after the first wash the wool will settle and the pilling will decrease.

You can shop from Kashmina online, or in our brand stores in Norway.

DELIVERY

Within the EU the delivery time is 2-4 working days. Delivery time outside the EU is 4-5 working days.

Our delivery time outside the EU is 4-5 working days. The delivery time can be affected due to weather or holidays.

If your order hasn't been delivered within 5 working days, please contact our customer service at: contact@kashmina.com, and we will help you.

You will receive an email when your order has been shipped from our warehouse.

We ship with DHL for international customers.

Orders that are not collected will be returned back to us. You will be refunded but the freight is borne by the customer.

Contact our customer service at: contact@kashmina.com, and we will help you.

Our international shipping rate is 20€, regardless of purchase volume, or shipping distance.

MY ORDER

Delivery time outside the EU is 4-5 working days.

We try to ship your order within 24 hours.

Contact our customer service at: contact@kashmina.com, and we will help you.

You can cancel your order if it hasn't been processed yet. Send us an email quickly after you have completed your order, but we can't guarantee that it can be handled.

If your order hasn't been shipped from our warehouse yet, we can help you. If it has been shipped, you need to contact DHL.

If your order hasn't been delivered within 5 working days, please contact our customer service at: contact@kashmina.com, and we will help you.

RETURNS

Kashmina applies laws on consumer purchases online. You may return unused goods, together with the attached return form in your package, within 30 days to receive your payment back for the product price.

PLEASE NOTE: 

  • Return costs are borne by the consumer.
  • We will refund the value of the purchased products, whereas VAT and customs must be refunded by your own national customs authority. If you need any advice concerning VAT and customs return, or would like a direct link to your national custom refund form, please contact us and we will make sure you get the help needed.

Our return address:

Kashmina
C/o Direct House Karlstad
Sågverksgatan 15
65221 Karlstad
Sweden

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 shipping fee is not refundable.

We offer free exchanges if you would like to change to a different size, color, or product. Please inform us using the return form. We will cover the freight back to you. If you need a copy of the return form, please contact us at contact@kashmina.com.

Contact our customer service at: contact@kashmina.com, and we will help you.

Contact our customer service at: contact@kashmina.com, and we will help you.

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 shipping fee is not refundable.

Please be aware that Kashmina will refund the value of the purchased products, whereas VAT and customs must be refunded by your own national customs authority. If you need any advice concerning VAT and customs return, or would like a direct link to your national custom refund form, please contact us and we will make sure you get the help needed.

If the goods have a defect or are damaged, you have the right to replace the goods immediately.

Such damages must be reported to Kashmina via email: contact@kashmina.com, along with picture documentation of the damaged goods. The report must be placed within a reasonable time, no later than seven (7) days upon package arrival. The goods will be replaced with a new one, or if so desired, you will get a full refund. This refund will be placed within 5 working days after the report is received. 

Kashmina is only responsible, and will only replace the product if it is proven to be damaged and/or defective from production. Other damage, more likely to be caused by the customer will not be replaced.

No, the return costs are borne by the consumer.

PAYMENT & REFUNDS

The payment method is listed in your order confirmation sent by email.

Unfortunately, you can't change your payment method after your order has been completed.

Contact our customer service at: contact@kashmina.com, and we will help you.

Kashmina offers payment through PayPal, credit card, or invoice payment.

We currently accept PayPal, Visa, Mastercard, and American Express for debit- and credit card payments.

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 shipping fee is not refundable.

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.

If you haven't received your refund within this timeframe, please contact us at contact@kashmina.com, and we will help you.

Contact our customer service at: contact@kashmina.com, and we will help you.

GIFT CARD & DISCOUNT CODE

  • Add your items to your basket.
    Please note that the items must apply to the terms of the discount code.
  • Proceed to checkout.
  • On mobile, you have to fill out your personal information and address before you can proceed to add the discount code. On desktop, you'll find the line where you can add the discount code on the same page where you fill out your personal information.
  • Add the discount code and click the "add" button and your amount will be updated.

No, our gift cards are digital and will be sent to your email. You can however print out the email.

Gift cards will be sent to your email, and contains a code that can be added the same place as you would add a discount code at checkout. The gift card can be printed out.

Contact our customer service at: contact@kashmina.com, and we will help you.

There is no time limit on our gift cards.

The gift card code can be used several times until the amount is used up.

PRODUCTS

Cashmere garments must be handled gently.

- You can wash your clothes on a gentle program in a washing machine, with detergent intended for wool.

- The garments should be dried flat, never hanging.

- We recommend steaming the garments rather than ironing them.

- Cashmere garments should be folded, not hung on hangers.

Do not hang your clothes in the wardrobe. We recommend folding them in a drawer or in a storage box. Against moths, we recommend cedar moth balls where you store your cashmere, so they stay away.

Each piece in our collection has a size guide you can follow. Please see our size guide here.