Shipping and Returns Policy | London Cashmere Company

Tracking Your Order

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

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.

Delivery Time

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

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. 

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. 

Return and Exchange Policy

Choose What You Pay Event Items:

Due to the heavily reduced pricing of our Choose What You Pay items, all items purchased as part of this event are not eligible for a monetary refund unless the product is found to be faulty or defective upon delivery. 

London Cashmere Co. will gladly accept returns of unworn, unwashed and undamaged merchandise within 14 days of the original delivery date for either exchange or store credit. There will be no expiry date on your store credit. 

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). 

Full Priced Items:

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 under the policy terms described below. 

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. 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. 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.

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. 

UK Returns

All our orders shipped with a Royal Mail. If you wish to return your item please simply send us an email at info@londoncashmerecompany.com and we will email you a postage label which can be attached to your package and dropped off at any Royal Mail post office.

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 - 8:00 PM GMT
Saturday-Sunday: 12:00 PM - 5:00 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. 

For online exchanges please contact us on info@londoncashmerecompany.com and one of our team will arrange the exchange with you. 

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.