Shipping & Returns

Shipping Policy

We deliver worldwide and have tried to list as many countries as possible in the check-out options. If your country is not listed, please email us.  

  • Deliveries to the UK - free of charge

  • Deliveries to the EU - £11, or free on purchases exceeding £120

  • Deliveries to the rest of the World - £20, or free on purchases exceeding £120

We reserve the right to change these delivery prices at any time.

 

Imports and Taxes

Please take note of the import restrictions in your particular country of residence as we cannot guarantee delivery to every country. 

Following on from Brexit, EU countries may apply import VAT and customs duty to the items. Any taxes or duty incurred abroad are your responsibility as the customer. These costs cannot be reclaimed from Hero Cashmere, however, given that we want to do all we can to maintain our relationship with our EU neighbours, please contact us to discuss your order and we may be able to offer a small discount as a gesture of goodwill.

Return & Exchange Policy

If you are unhappy with the product for any reason, please email us with your order number and details of the problem. If possible, please include pictures.  We will normally offer a refund or replacement.

Returns 

Please make sure the garment is unworn, in its original condition, placed back in its protective packaging and that any swing tags have not been removed. Return it to us within 14 days of receipt (UK customers); 21 days (EU customers); 28 days (Rest of the World). Items cannot be accepted back if they smell of perfume or smoke, for example. We will provide a postal address for you to return your order to us.​

As items are thoroughly checked by us before despatch and are sent securely wrapped, we expect them to arrive with you in perfect condition. As such, we require that they are returned to us in perfect condition. We recommend that you send them recorded delivery and take out appropriate insurance. Your proof of postage receipt constitutes evidence of your return. We cannot be held responsible for any item that does not arrive back with us.

Faulty Goods

If the product is faulty on arrival, incorrect or has been damaged in transit, please notify us immediately (within 48 hours) We will provide a replacement or a refund if we no longer have the item in stock. We will refund you the cost of the item plus the original postage fee. We will send a return envelope for you to return the faulty item to us so that we can assess it and implement any necessary changes in our production.

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