Exchanges, not refunds
Returns & Exchanges
If the size or colour is not right, we will exchange it. Read this before you order: the first window is short.
We offer exchanges, not refunds. Tell us within 24 hours of delivery, then return the sweater within 15 days (7 days inside Nepal). It must be unworn, with its tags and packaging. You pay the postage both ways.
The two windows that matter
There are two clocks. The first starts when the parcel reaches you, not when you get round to trying the sweater on.
| Tell us | Within 24 hours of delivery |
|---|---|
| Send it back (outside Nepal) | Within 15 days |
| Send it back (inside Nepal) | Within 7 days |
| Postage | Paid by you, both ways |
| Refunds | Not offered. Exchange only. |
| Stock | Exchanges depend on stock. If your size or colour has gone, we help you choose another. |
Open the parcel the day it arrives
A sweater left in its packaging over a weekend has used up its 24 hours. Unbox it, try it on over the shirt you would wear it with, and if the fit is wrong, email [email protected] that day.
How to start an exchange
- Within 24 hours of delivery, email [email protected] with your order number.
- Tell us what is wrong and the size or colour you would like instead.
- We will reply with where to send it. Post it back within 15 days, unworn, with its tags and packaging.
- We send your replacement once the sweater reaches us.
Condition the sweater must be in
- Unworn and as it arrived. Trying it on indoors is fine. Wearing it out, washing it or removing the tags is not.
- All tags attached.
- Original packaging included. Keep it until you are sure of the size.
Cashmere shows wear quickly. Decide on the fit before you wear it out.
Faulty or wrong item
If your sweater arrives faulty, or it is not what you ordered, tell us within 24 hours of delivery and we will work with you to put it right. A photo of the fault helps.
Pilling is not a fault. All cashmere pills a little in the first wears. Why, and how to deal with it, is in Does Cashmere Pill?
Getting the size right first time
Sending a sweater back to Pokhara takes longer and costs more than a local return. Two things prevent most exchanges:
- Measure, do not guess. Lay a sweater you like flat and compare its length, chest and sleeve with our chart on the Men's Cashmere Sweater Size Guide & Fit.
- The quarter zip comes in one size. It measures 65 cm long, 50 cm across the chest and 60 cm in the sleeve. Check those three numbers against your own before you order.
Delivery times are on Shipping & Delivery. All the ways to reach us are on Contact.
Common questions
Can I return a cashmere sweater for a refund?
No. We offer exchanges, not refunds. If your sweater arrives faulty or is the wrong item, tell us within 24 hours of delivery and we will work with you to put it right.
How long do I have to start an exchange?
Tell us within 24 hours of delivery. Then return the sweater within 15 days, or within 7 days if you are in Nepal.
What condition does the sweater need to be in?
Unworn and as it arrived, with all tags and packaging. Trying it on indoors is fine. A sweater that has been worn out or washed cannot be exchanged.
What if the size I want is out of stock?
Exchanges depend on stock. If your size or colour has gone, we will help you choose another.
Who pays the shipping on an exchange?
You do, both ways: the postage to send the sweater back to us and the postage for the replacement.