Returns & Exchanges

Returns

Our policy lasts 14 days. Requests for an exchange must be made within 14 days of receiving an item via email to info@scottishcashmereaustralia.com.  If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after delivery
  • If the presentation box is damaged.
Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@scottishcashmere.com.au.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@scottishcashmere.com.au and send your item to: Scottish Cashmere Australia, PO Box 405, Roseville, NSW, 2069, AUSTRALIA

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

We ask that returned items be shipped via registered mail to our Australian mailing address Scottish Cashmere Australia, PO Box 405, Roseville, NSW, 2069, AUSTRALIA.

Scottish Cashmere Australia takes responsibility for the shipping costs associated with returning incorrect or defective items only. All other shipping costs associated with the return and/or exchange of items is considered the responsibility of the customer. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are returning an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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.