SHIPPING AND RETURNS
Shipping
We are a French business and we carefully prepare and ship all orders from France.
Orders are usually prepared and dispatched within 1–3 business days. Once your order has been dispatched, delivery times will vary depending on the destination and carrier.
France
Free shipping on all orders.
Please contact us directly for same or next-day delivery within Paris and the Ile-de-France region.
European Union
Standard shipping: €14
Free shipping on orders over €200
Customers outside the European Union
Please contact us directly for a shipping quote*
Customs and import fees
*International customers are responsible for any customs or import fees charged by their country
For orders shipped outside the EU, customs duties, import taxes or other charges may apply depending on the destination country. The buyer is responsible for paying these duties, taxes and charges upon receipt of the goods.
Returns and Exchanges (France)
To arrange a return, please contact us at [Hero email] with your order number and the item(s) you would like to return. You then have 14 days to send your return back to us.
Items should be returned in their original condition, with all tags attached, and carefully packaged. Please take particular care when trying on cashmere items and avoid contact with make-up, perfume or other products that may mark or damage the garment. We cannot accept returns of damaged or worn items, and this includes items exposed to smoke.
Return shipping
Unless an item is faulty or has been sent in error, return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
If your item is faulty, damaged on arrival or you have received the wrong item, please contact us before returning it so that we can arrange the return with you.
Refunds
Once your return has been received and checked, your refund will be made to your original payment method.
Where you exercise your right to withdraw from the entire order, any standard delivery charge paid on the original order will also be refunded. Additional charges for express or upgraded delivery are not refundable beyond the cost of our standard delivery service.
International Returns
International customers are welcome to return items in accordance with the conditions above. Return shipping costs, and any costs associated with the return shipment, are the responsibility of the customer unless the item is faulty or was sent in error.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged or different from the item you ordered, please contact us at hello@herocashmere.com as soon as possible so that we can put things right.
Nothing in this returns policy affects your statutory consumer rights.