FAQs

ORDERING

How can I order?

You are welcome to order via the website or call me on the phone if you'd prefer.

How do I change or cancel my order?

I understand  that you may wish to change or cancel your order. If you are able to get in touch asap either by email or phone I'll do my best to perfect your order. Once the order is shipped I may not be able to amend the order without further cost.

PAYMENT

How do I pay for my purchases?

Payment is taken at the checkout via Visa, Mastercard or bank transfer. If you have any trouble please contact me.

Is it safe to use my credit card online?

Yes, all payments are processed through a secure checkout system.  If you would prefer to place an order by telephone.

DELIVERY

How quickly do you process orders?

I try to dispatch all orders within 48 hours. If you haven't received an email confirmation within 48 hours contact me for confirmation. If you want your order in a desperate hurry please contact me by phone and I'll do my very best to help you.

If this is a gift will the recipient see the price?

No. You will receive the email stating the price. The note delivered with the gift won't include the price.

How much does shipping cost and how long does it take?

Please refer to the Shipping Information page.

How much does shipping cost internationally and how long does it take?

Please refer to the Shipping Information page.

How much does customs tax cost on international orders?

Please refer to the Shipping Information page.

What do I do if I haven't received my order?

Use the tracking information in the confirmation email to see where your parcel is at. If you cannot locate your parcel, get in touch with us at info@scottishcashmereaustralia.com.au with your order number and we'll do our very best to track down your goodies.

RETURNS AND EXCHANGES

What do I do if I want a refund or exchange?

Please refer to the Returns & Exchange page.

What do I do if my product arrives damaged?

I take the greatest care but in the very unlikely event of this occurring please contact me to let you know.

PRODUCTS

When will sold out products get back in store?

Please get in contact with me and I'll be able to advise you. Some products I can easily obtain more of however, some products take around 4 months to make. Additionally some products will be permanently unavailable.

How do you select products and where do they come from?

I'm extremely fussy with quality and only source the finest quality predominantly from Scotland and England. Many I source from my regular trips. Each product will have the country of providence in it's description.

GIFT CARDS

Can I buy gift cards?

Yes. Gift vouchers are available for the denomination you wish. You can find gift cards here.

How do I use my gift card?

If you have one of my gift cards, just enter the code at the checkout box and your discount will be automatically deducted.

CARE OF MY CASHMERE

What is the best way to store my cashmere?

I always store my cashmere in the way that it comes presented. By doing this your keeps your cashmere is protected in the best possible way.

What is the best way to wash my cashmere?

I recommend hand washing in warm water with a gentle wool wash. Dry naturally on a flat surface.

For more Product Care info.

ANY OTHER QUESTIONS?

If you can't find an answer to your question here please contact by email or phone.

 

0418 684754
cathy.gramon@gmail.com
info@scottishcashmereaustralia.com.au
Instagram  |   Facebook
Product Care
CARING FOR YOUR CASHMERE

After using your new cashmere garment for the first few times you may find small balls of fibre forming on the surface. These small balls or 'pills' are caused by some of the loose fibre tangling together as areas of your garment are rubbed during wear. Pills can be easily removed by hand or by using a depilling knitwear comb.

You will find that, after lavishing a little care and attention on your cashmere and removing the pills in this way, the garment will actually consolidate and soften in handle and touch. Like fine wine, cashmere will improve with age if cared for properly. 

WASHING INSTRUCTIONS

We recommend that your  cashmere is gently washed after it has been used three or four times. Cashmere knitwear can be hand washed or dry cleaned. We recommend hand washing, following these simple guidelines:

  1. Your cashmere should be hand washed in lukewarm water (30℃) using a cashmere shampoo or a similar wool wash.
  2. Gently squeeze the suds through the fabric, taking care not to rub, wring or stretch the garment.
  3. Rinse thoroughly but carefully in clean lukewarm water. Saturated garments should not be lifted before excess water has been gently squeezed out as they may stretch. A short, light spin in a washing machine will remove most of the water.
  4. Smooth the garment back into its original shape and place flat on a towel - dry naturally away from direct heat such as radiators or sunlight. Do not tumble dry.
  5. When dry, press lightly with a cool iron.

If you would like more information about how to care for your cashmere products, please get in touch.

Storing your Cashmere Ponchos & Wraps

To keep your wraps & ponchos in optimum condition I highly recommend you store them after use in the packaging that you received them in.