Exchanges, not refunds
Returns & Exchanges
Sizing is the reason cashmere sweaters go back, so this is the page to read before you order rather than after. The windows here are short and we are not going to bury that.
Yes Helping Hand does not currently offer returns. It offers exchanges. Contact them within 24 hours of receiving your sweater, and if you are outside Nepal the item must be back with them within 15 days. The sweater has to be unused, with all tags and packaging.
The two windows that matter
There are two separate clocks and missing the first one is the common mistake. The 24-hour clock starts when the parcel reaches you, not when you get around to trying the sweater on.
| Contact window (all customers) | Within 24 hours of receiving the product |
|---|---|
| Return window — international | Item must be returned within 15 days |
| Return window — within Nepal | Item must be returned within 7 days |
| Refunds | Not offered — exchange only |
| Exchange availability | Subject to stock. If your size or colour is out, the team helps you pick an alternative. |
Open the parcel the day it arrives
A 24-hour contact window is tight by any standard, and a sweater that sits in its packaging for a weekend has already used it up. Unbox it, try it on over the shirt you would actually wear it with, and if the fit is wrong email [email protected] that day. Starting the conversation inside 24 hours is the part that protects you.
Condition the sweater must be in
- Unused and in original condition. Trying it on indoors is expected. Wearing it out, washing it or removing the tags is not.
- All tags attached.
- Original packaging included. Keep the bag and box until you are certain the size is right.
Cashmere shows handling. A sweater that has been worn for an evening will not come back looking unused, so decide on the fit before you commit to wearing it.
Faulty or wrong item
If what arrives is defective or is not what you ordered, the terms are explicit: get in touch within 24 hours of receiving the order and Yes Helping Hand will work with you to resolve it. Photograph the fault before you repack — it makes the conversation faster.
One thing worth separating out: pilling is not a fault. All cashmere pills, most heavily in the first two or three wears, and it is not evidence of a defect or of fake fibre. That is explained in full in Does Cashmere Pill?
How to not need this page
Returning a sweater to Pokhara is slower and more expensive than a domestic return, so the cheapest exchange is the one you never make. Two things prevent most of them:
- Measure, do not guess. Every size is published as length, chest and sleeve in centimetres — measure a sweater you already own flat and compare. The numbers are on Men's Cashmere Sweater Size Guide & Fit.
- Know the quarter zip is a free size. It comes in one size only — 65 cm length, 50 cm chest, 60 cm sleeve — with no size range behind it. Check those three numbers against your own before ordering it.
Terms we have not confirmed yet
These are open questions, not defaults. The first row is the important one and we are not going to state a figure for it until we have one.
| Who pays return and re-shipment postage on a sizing exchange | You do, both ways. Yes Helping Hand's published policy: “Customers are responsible for shipping charges associated with the return and re-shipment of the exchanged item.” |
|---|---|
| Return shipping address | To be confirmed |
| EU / UK statutory 14-day right of withdrawal — how it is honoured | To be confirmed |
| Whether a refund is ever available for faulty goods | To be confirmed |
| Time from receipt of the return to dispatch of the replacement | To be confirmed |
| Whether you can exchange into a different style, or size only | Not size-only. The policy says exchanges are subject to availability and that if the item you want is out of stock, the team will help you choose an alternative product. What it does not say is whether a price difference is refundable or payable, so ask before you send anything back. |
| Customs treatment of a returned parcel | To be confirmed |
Where our sources still disagree
Yes Helping Hand's published policy says customers are responsible for the shipping charges on both the return and the re-shipment. Some product listings on that site still describe a “free exchange” policy. Those two statements do not agree. This site follows the published policy, which is the less flattering of the two, and the row above stays marked rather than resolved in our favour or yours.
The authoritative version of this policy is Yes Helping Hand's refund and cancellation policy. Because there is no cart on cashmeresweatermen.com, your order — and therefore any exchange — sits with them. Transit times both ways are set out on Shipping & Delivery, and the people to write to are on Contact.
Common questions
Can I return a cashmere sweater for a refund?
Not currently. Yes Helping Hand's published policy states that it does not offer returns, but does offer exchanges. If you receive a defective or incorrect item, contact them within 24 hours of receiving the order and they will work with you to resolve it.
How long do I have to start an exchange?
Contact Yes Helping Hand within 24 hours of receiving the product. International customers must then return the item within 15 days; customers inside Nepal within 7 days.
What condition does the sweater need to be in?
Unused, in its original condition, and with all tags and packaging included. A sweater that has been worn outdoors or washed will not qualify.
What if the size I want is out of stock?
Exchanges are subject to product availability. If the size or colour you want is unavailable, the team will help you choose an alternative product.
Who pays the shipping on an exchange?
Yes Helping Hand's published policy places the shipping charges for both the return and the re-shipment on the customer, and this site now says so rather than promising otherwise. If that changes, this page changes with it.