Shipping and Returns Policy | London Cashmere Company

 

Return and Exchange Policy

London Cashmere Co. will gladly accept returns of unworn, unwashed, or defective merchandise returned within 14 days of original delivery date for a full refund (excluding postage fees) under the policy terms described below. 

To return your item to us please complete the following steps;

1. Submit a return request via our Return Centre here;

https://londoncashmerecompany.com/a/returns

2. You will receive and email once your return is approved. Once you have received this email you may proceed to return your items to us using the prepaid label (UK customers only) and returns form included within your package. If you did not receive these documents within your package, please email info@londoncashmerecompany.com and request that these be sent to you via email.

Please note that the filled out returns form MUST be included within your return. Failure to provide us with your order details may result in a delay in your processing your return. 

3. You will receive an automated email once your return is received and accepted. Your refund will then be issued within 5 working days. 

Further terms and conditions of sale:

Damaged or Defective Merchandise: Please contact customer service to report any damage or defects immediately. Damaged or defective merchandise should be promptly shipped back to London Cashmere Co. for replacement. Defective merchandise will not be accepted after 14 days past the original delivery date. In cases where items have not been delivered due to no one being present to take delivery, the date that the item was taken to the courier depot for collection is deemed as the delivery date in this case. Please note that you are responsible for the product until it reaches us. 

London Cashmere Co. reserves the right to refuse refunds if the item has been brought back to us in what we think is not re-saleable condition or if the garments are not in the same condition in which they were sent and/or if they do not comply with our return conditions. This includes damage and indication that the garment has been worn in a way exceeds being tried on in a standard changing room environment.

London Cashmere Co. reserves the right to refuse returns outside the time limit.  We may withhold reimbursement until we have received the goods or you have supplied evidence of having sent them back.

The London Cashmere Co. staff member handling the return has the final say on this decision and if you are unhappy with the decision you are welcome to email management through the contact form on the website. 

Notice to Customers with Shipping Addresses Outside the United Kingdom:  all returns will be subject to a return fee of £10 and return shipping will be arranged at your cost; all fees will be deducted from the amount of your refund. If an order is returned due to a customer's refusal to pay any associated duties and taxes, it will be subject to a return fee of £10 and a restocking fee of £15. These fees will be deducted from the amount of your refund. Additionally, the outbound shipping fee is not refundable in any case.

 

Extended Christmas Returns Policy:

During the Christmas period there will be an extended returns policy. From the 10/11/2020 we will accept returns after the 25/12/2020. To take advantage of this extended returns policy you will need to have notified us and shipped the item back to us by Sunday 10/01/2021. 

If you believe your item has been delivered to you in faulty or defective condition, please contact customer service as soon as possible at info@londoncashmerecompany.com to arrange your return for either an exchange or refund. 

London Cashmere Co. reserves the right to refuse the issue of store credit if the item has been brought back to us in what we think is not re-saleable condition (unless the item has been returned due to a fault on delivery previously flagged to customer service prior to return). 

 

In Store Purchases:

Online returns are not available for merchandise purchased in one of our Pop-Up stores. In store purchases must be returned to the store it was purchased from. In the case that the store you purchased from is no longer open but you are within your 14 day return window please contact us at info@londoncashmerecompany.com to arrange your return via Post. 

Returns - Orders outside of the United Kingdom

Please contact London Cashmere Co. customer service team to arrange return shipping at your cost for qualifying merchandise. 

Return method used and delivery back to us is the responsibility of the sender, we recommend that tracking is obtained for this purpose.

Email: info@londoncashmerecompany.com
Customer service hours:
Monday-Friday: 9:00 AM - 5:30 PM GMT

Notice to Customers with Shipping Addresses Outside the United Kingdom:  all returns will be subject to a return fee of £10 and return shipping will be arranged at your cost; all fees will be deducted from the amount of your refund. If an order is returned due to a customer's refusal to pay any associated duties and taxes, it will be subject to a return fee of £10 and a restocking fee of £15. These fees will be deducted from the amount of your refund. Additionally, the outbound shipping fee is not refundable in any case.

Exchanges

If you wish to exchange an item purchased from one of our Pop-Ups we will be happy to do this for you if it is within 14 days of your purchase. 

We are unable to facilitate exchanges for online purchases. Your item can be returned for a full refund and your desired new item can then be purchased via our website.

Refunds

Refunds will be processed once your return has been received at our warehouse, it can take up to two weeks for your return to be processed. If you are returning for a refund, you will receive an email confirmation once your refund has been issued.  

In Store Purchases

We offer exchange and refunds within 14 days of purchase by the original payment method of unworn, unwashed, or defective full-priced merchandise.  

Valid photo identification is required for non-receipt returns.

If you have any additional questions regarding our shipping and returns policy please do not hesitate to contact us at info@londoncashmerecompany.com.

Delivery Time

All mainland U.K orders will arrive within 1-3 working days.

London Cashmere Co. posts UK orders using Royal Mail tracked delivery service. International orders are shipped using DHL Express.

All orders inside Europe will arrive 4-5 working days.

All orders to the U.S will take 4-10 days depending on which state the delivery is too. 

Orders outside the European Union and United States will take 7-14 days depending on the country. 

All packages have a tracking number so the package can be traced. As soon as your order ships, we will send you a shipping confirmation email containing the tracking number. You can use this number to track your delivery on the Royal Mail or DHL website.

Please send us an email at info@londoncashmerecompany.com if you would like to know exact shipping information before ordering. 

Shipping Rates

All orders above £149 qualify for free shipping within mainland U.K.

Orders under this amount will incur a £3.95 postage fee for U.K Mainland.

All orders above £249 qualify for free international shipping.

Orders under this amount will incur a £14.99 postage fee.

International orders are shipped DDU “Delivered Duties Unpaid” and International Customers will be responsible for the payment of any additional associated duties and taxes associated to their country of residence. London Cashmere Co. has no control over these charges and cannot predict what the cost would be, as customs policies and import duties vary widely from country to country. Please contact your local customs office for current charges.

Shipping and Warranties

All products purchased from the website are transported and delivered to you by an independent carrier not affiliated with, or controlled by, London Cashmere Co. The item is individually insured by this third party carrier and responsibility of the purchased items is passed on to the customer once it has been signed for at the delivery address.