Shipping, Returns, Refunds and Exchanges

For any enquiries about your order please email hello@herocashmere.com

Do you ship overseas?

Yes, we charge £11.00 for delivery within Europe and £25.00 for international delivery. Please email hello@herocashmere.com to confirm that you are an overseas customer or if you have any queries about overseas orders. You will be responsible for all import fees at the destination.

Where shipping cannot be obtained within a reasonable margin of the quoted prices, for example, if you require a faster service, or a particularly large order, we reserve the right to invoice you for the full shipping amount, or to refund your purchase.

When will I receive my goods?
We will normally ship within three working days if the item is in stock. If the item is not in stock we will contact you to let you know when we can get it for you and you can decide if you would like to wait. Your items will be sent via courier and all orders above £50 are sent using a recorded or signed-for service. Due to the coronavirus pandemic, delays are possible but we will do our best to minimise them. 

Returns, Refunds and Exchanges

Every item is checked for defects and carefully packed in protective packaging before it is sent to you.  Cashmere products are delicate so please take care when opening and trying on.
  • What is the returns policy? 
If there is a problem with your goods please email us at hello@herocashmere.com in case there is something we can do to help. Exchanges will be subject to available stock.
For returns and exchanges, the item must be unworn, in its original condition and placed back in its full packaging, and then returned to us within 14 days of the invoice date. A garment cannot be accepted back into our stock if it shows signs of wear or odour, for example, perfume or cigarette smoke. Provided the item is returned in its original condition, within the 14 day window, we will provide a full refund.
  • How do I return goods?
First contact us by email to let us know to expect a return package, then send the goods by registered post, insured for their full value, to the return address that we will provide you with.
You, the customer are responsible for the postage costs incurred when returning an item. Goods must be placed back into their original packaging and Hero Cashmere cannot be held responsible for any items that go missing. Any original delivery charges are non-refundable.
  • What if the goods are faulty?
In the event that the goods are faulty, have been damaged in transit or are incorrect, please let us know immediately, by emailing hello@herocashmere.com . Please include any relevant photographs. If we are unable to provide a replacement, we will refund the full cost plus the postage fee. We will also arrange collection of the item.

What about my personal data?
Transactions are safe and secure using PayPal and Stripe. All information you share with us is kept private and confidential. Please see our privacy policy for more information.